Reliable Restorations, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Attached you will find the letter that we sent to Reliable Restorations on March 30, In our letter we have broken down the details of the payments and charges more accuratelyIn this rebuttal letter from Reliable, we see for the first time a break down of the costs of the tile installationWhere was this back in June 2016, September 2016, and January 2017? We sat down with them three times, around our kitchen table, and Rick said that tile costs about the same as hardwood depending on the tile we pickWe chose the least expensive tile we could find at $sq ft, much cheaper than hardwood They overcharged us and are too concerned with how much money we should have left from the insurance claimWe gave them everything we received from the insurance claim, plus the deductible and there are three areas of flooring that they did not completeIn the rebuttal letter from Reliable Restorations, they charged us twice for the laundry area and leave other concerns vagueThey also want to charge us for tile pieces that they purchased which should have been included in the original estimate's material costsAlso, they lost pieces and had us repurchase themWe have recently found the pieces they lost in our garageThere are also accusations in their letterNow they want to charge us for the door they damaged and have not repaired properlyThey want to charge us for the laundry room shelf that was also installed poorlyThere is a bolt pulling out of the wall and the shelf is bentWe did not ask them to put in the shelf, they did that on their ownI was well prepared to put the shelf up myself as well as the waterline that they brought upThey admit that they made the decision to cut the carpets while we were at workThis was unnecessary and we feel they were trying to force us into new jobs (we wanted to install hardwood in the carpeted rooms, they never gave us a written estimate, only verbal estimatesOnce they started the tile work, they kept increasing the costs, saying they miscalculated and the job was going to cost more)We mentioned that our home was a foreclosure when we purchased it and the original owners left pets in the home that soiled carpet areasWe have our carpets cleaned every year with [redacted] We were in no hurry to replace the carpetsThat is their assumptionWe could not install the hardwood floors because we did not have enough money after they charged us more for the tile floor.In their letter they said that we had other estimates that were lower and that we are only upset now because we feel we spent too muchI think any homeowner would spend more on a job if they were happy with itThese other estimates only tell us that the original estimate from Reliable Restorations should have well covered the materials and labor with thousands of dollars to spareWe want the money that we spent on materials (see our letter) and the overcharge monies backAs far as the issue with the grout not having a sealer in itWe picked out the tiles and power grout which has a sealer already in itAlan asked us how much the bag of power grout wasWe told him $He said he would call the store and negotiate a lower priceWhen we arrived at the store to pick up the tiles and grout, we only mentioned that conversation and took what they gave usIn addition, we are not the professionalsFirst of all, Reliable Restorations should have been picking up the grout and tiles as it is part of the materials cost in the original estimate no matter how they try to break it down all these months after the job was startedSecond of all, they opened and mixed TWO bags of grout over several days timeWhy did he only mention that it did not have sealer in it after he used it and we were seeing it breaking? Shouldn't he have added sealer when he was mixing it, or returned to the store and asked for the grout he ordered over the phone? Additionally, Todd D [redacted] was back in our home, Monday, April 10, 2017, along with representatives from [redacted] ***His opinions about the tile work have changedWhen he first came out, he came out with Reliable Restoration owner Gary M***, while my wife and I were at workGary did not show him the spots where the grout is softHe also did not disclose how they were attempting to resolve the moving tile and breaking grout issues by drilling holes in the grout, and ejecting an epoxy [redacted] did a more thorough investigation of the issues and found several problemsHe and the reps from [redacted] recommended demanding a full refund as the tile and grout work will not hold up in timeWe are already seeing the grout chip and tiles are creakingWe are in the process of getting a flooring inspector out to give their opinion on the installation of the tileWe have had two contractors out who also pointed out how it was installed improperly and should be pulled up and reinstalled [redacted] will be writing a new report of his findings.This is our last attempt at resolving our concerns outside of courtWe were being very gracious to only ask for what we were overcharged back, the application of a sealer, and for the cleaning of our furnitureSince our March 30, letter, it has been brought to our attention that the floor will only get progressively worseWe cannot afford thatWe feel Reliable Restoration's obsession with the insurance claim money, and their role in making the claim, somehow has them feeling entitled to take itThat money was to repair our water damaged floor and sheet rockThe damage they have caused puts us well over what the insurance coveredWe cannot forget that they gave us many start dates only to push those dates off over a period of months Regards, [redacted]

April 15, 2017Dear [redacted] :We are in receipt of the compliant made to your office 4/9/2017 from **. & [redacted].Enclosed is our questionnaire, as well as a copy of the certified letter (response) we already mailed to the customer on 4/13/2017. Please note, this letter is only a copy to The...

Revdex.com, and does not need to be sent again to the Customer.Please let us know if there is any more information you need.Sincerely,Alan C[redacted], Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Attached you will find the letter that we sent to Reliable Restorations on March 30, 2017. In our letter we have broken down the details of the payments and charges more accurately. In this rebuttal letter from Reliable, we see for the first time a break down of the costs of the tile installation. Where was this back in June 2016, September 2016, and January 2017? We sat down with them three times, around our kitchen table, and Rick said that tile costs about the same as hardwood depending on the tile we pick. We chose the least expensive tile we could find at $1.99 sq ft, much cheaper than hardwood.  They overcharged us and are too concerned with how much money we should have left from the insurance claim. We gave them everything we received from the insurance claim, plus the deductible and there are three areas of flooring that they did not complete. In the rebuttal letter from Reliable Restorations, they charged us twice for the laundry area and leave other concerns vague. They also want to charge us for tile pieces that they purchased which should have been included in the original estimate's material costs. Also, they lost pieces and had us repurchase them. We have recently found the pieces they lost in our garage. There are also false accusations in their letter. Now they want to charge us for the door they damaged and have not repaired properly. They want to charge us for the laundry room shelf that was also installed poorly. There is a bolt pulling out of the wall and the shelf is bent. We did not ask them to put in the shelf, they did that on their own. I was well prepared to put the shelf up myself as well as the waterline that they brought up. They admit that they made the decision to cut the carpets while we were at work. This was unnecessary and we feel they were trying to force us into new jobs (we wanted to install hardwood in the carpeted rooms, they never gave us a written estimate, only verbal estimates. Once they started the tile work, they kept increasing the costs, saying they miscalculated and the job was going to cost more). We mentioned that our home was a foreclosure when we purchased it and the original owners left pets in the home that soiled carpet areas. We have our carpets cleaned every year with [redacted]. We were in no hurry to replace the carpets. That is their assumption. We could not install the hardwood floors because we did not have enough money after they charged us more for the tile floor.In their letter they said that we had other estimates that were lower and that we are only upset now because we feel we spent too much. I think any homeowner would spend more on a job if they were happy with it. These other estimates only tell us that the original estimate from Reliable Restorations should have well covered the materials and labor with thousands of dollars to spare. We want the money that we spent on materials (see our letter) and the overcharge monies back. As far as the issue with the grout not having a sealer in it. We picked out the tiles and power grout which has a sealer already in it. Alan asked us how much the bag of power grout was. We told him $45. He said he would call the store and negotiate a lower price. When we arrived at the store to pick up the tiles and grout, we only mentioned that conversation and took what they gave us. In addition, we are not the professionals. First of all, Reliable Restorations should have been picking up the grout and tiles as it is part of the materials cost in the original estimate no matter how they try to break it down all these months after the job was started. Second of all, they opened and mixed TWO bags of grout over several days time. Why did he only mention that it did not have sealer in it after he used it and we were seeing it breaking? Shouldn't he have added sealer when he was mixing it, or returned to the store and asked for the grout he ordered over the phone? Additionally, Todd D[redacted] was back in our home, Monday, April 10, 2017, along with representatives from [redacted]. His opinions about the tile work have changed. When he first came out, he came out with Reliable Restoration owner Gary M[redacted], while my wife and I were at work. Gary did not show him the spots where the grout is soft. He also did not disclose how they were attempting to resolve the moving tile and breaking grout issues by drilling holes in the grout, and ejecting an epoxy. [redacted] did a more thorough investigation of the issues and found several problems. He and the reps from [redacted] recommended demanding a full refund as the tile and grout work will not hold up in time. We are already seeing the grout chip and tiles are creaking. We are in the process of getting a flooring inspector out to give their opinion on the installation of the tile. We have had two contractors out who also pointed out how it was installed improperly and should be pulled up and reinstalled. [redacted] will be writing a new report of his findings.This is our last attempt at resolving our concerns outside of court. We were being very gracious to only ask for what we were overcharged back, the application of a sealer, and for the cleaning of our furniture. Since our March 30, 2017 letter, it has been brought to our attention that the floor will only get progressively worse. We cannot afford that. We feel Reliable Restoration's obsession with the insurance claim money, and their role in making the claim, somehow has them feeling entitled to take it. That money was to repair our water damaged floor and sheet rock. The damage they have caused puts us well over what the insurance covered. We cannot forget that they gave us many start dates only to push those dates off over a period of 10 months. 
Regards,
[redacted]

In response to the [redacted]’s April 19th reply, our company has always gone above and beyond expectations for our customers. In 16 years of business, we never experienced a complaint of this sort. We have outlined our response to their concerns formally in our last letter.  We have attempted to work with the [redacted]'s several times.  However, at this point any further expectations should be resolved at the legal level.  This way, both parties will have a chance to represent themselves in more detail and we would be happy to explain our response further.