Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm very disappointed by [redacted] reply, but frankly, considering everything we've been through with them, I'm not surprisedHe is absolutely incorrect on many points he makesImportant to note: we only worked with [redacted] at the sale, spoke to him once during paint/stain process when we were first dissatisfied (Mother's Day phone call) and then again when we couldn't get resolution with [redacted] (who we worked with throughout the process)This was only after [redacted] stopped returning phone calls and asked [redacted] to get involvedIn order to be brief, I will attempt to correct his points belowThis is not the first time I've done this for himI have similar emails where I've attempted thisI have a page document which details everything done each day they were here, phone call discussions, trascription of all text messages, and photosI am happy to share that with S&D Brushworks or anyone else, if they are so inclined- At time I met with ***, he promised us a sample of the stain color on one of our cabinets when they came to start the workThey started on 5/6/On 5/7/14, their worker, Luis made a sample by brusing on the stainIt looked badThe next day he made a few spray/gel samples and we chose the one that looked the bestAt this time, I wasn't truly happy with the sample, but it was the best one I'd seen from the worker, Luis, since he started making samples [redacted] did not come to check on the progress on 5/15/In text messages later that day, he told me that he had a feeling we weren't happy with the color and offered to fix it before they finished the jobAt this point, they had just worked on the kitchen cabinets doors; no drawers or "shells" (cabinet frames)- On 5/16/(days from start date) [redacted] and Luis made a few samples and my husband and I chose one that we were happy withThat sample we still have (it's next to the cabinets in one of the attached photos) They did not make another sample on one of the stripped doors, and a second one, as [redacted] stated belowThey just started spraying the shells and the drawers, which didn't have any stain on themThey looked close to the sample, only a tad darkerThey were left in the living room to dry- [redacted] says at no point during the duration of the job and the drying did we expressa any concerns or dissatisfactionThis is incorrectOn 5/19/we talked to Luis, who was staining and dring the cabinet doors in the garageWe thought expressed our concerns about the color (hard really to see them in the darkness of the garage) and the inconsistencies of the stainHe told us it would be better to see them once they were re-hung and they'd deal with any problems at that timeLuis apologized to my husband for how the stain job had turned out so farHe said he hadn't done this process beforeHe said they usualy use a different processI'm assuming it's the brush on stain he originally triedOn 5/21/I texed [redacted] asking for a finishing plan (at this point they had been there days for a job that was quoted for a week)On those texts, he said he'd be there the next day and they'd finish upI mentioned there were problems and we agreed to talk in person the next day - On 5/22/ [redacted] came to help Luis and then had to leave early because he was feeling sickSince [redacted] was sick, he asked Luis to to the walk through with usI asked [redacted] if he could do it with me the following day and he agreed, pointing out that we could see it in better lightHe asked me to make a payment, leaving off $500, until they finish everything to our satisfactionI was hesitant about this, but since I trusted them, I did as he askedIt was dark when Luis left, so it was hard to see the actual workI had to leave for my son's baseball game, so my husband stayed until Luis left, and gave him the checkI actually left off $and made the check for an even $I felt good that [redacted] would be back the following day to do the walkthru and discuss any issuesHe had always promised throughout the process that he wanted to make us happy and would fix anything we were unhappy withHe also promised to have a carpet cleaner come out that weekend to attempt to remove the large stain that was made on th carpet in the office, in front of the desk they stained- The next morning, in the light of day, my husband and I looked at the cabinets in the kitchen and entertainment centerI was appauled at the inconsistency in color from one door to the next and also the shine was very shiny, which we explicitly requested it not beI DID NOT send a text to [redacted] expressing that I was unhappyI called him, in tears, that morningHe apologized and said he was still sickHe assured me that they would fix it and we agreed to meet on 5/27/14, after the Memorial Day holidayOn that day, [redacted] met me at our house and we looked at the cabinetsWe both agreed that they were all different shades of dark brown, they were too shiny, there were many flaws (drips and waves in the stain/lacquer, areas where the stain pooled up in the corners, etc.), there were many areas where the stain just didn't take, the entertainment center was super rough and sandy feeling (as well as mis-matched color), the toe kicks were a smudgy black color and completely awfulI asked [redacted] for his opinion and he agreed they could look a lot better and he could fix themHe also said that he wanted us to be happy with the outcome and wouldn’t leave until we were satisfiedHe said he’d smooth out any of the bumpy areas, get the pooled up lacquer out of the edges, and he’d lightly stain anything that needed it, bringing them to a consistent color, which would be the darkest of the current shadesHe also said he’d use a lacquer that had a lower sheen levelWe agreed that this work would start the following weekHe explained that they couldn't make them look lighter but could at least make them consistent- Luis and [redacted] attempted to even the color out and fix the flaws on 6/3/and 6/4/They didn't finish everything and Luis was supposed to come back the next day to do soThat night we inspected the cabinets to find that, besides the color/texture, there were still many problems with themLots of the flaws were still there, just covered up with more layers of dark lacquerLuis couldn't come back the next day for personal reasonsOn 6/5/14, we asked [redacted] to call us so we could discuss the problems that still remainedWe played phone tag and finally got to talk to him the folling morningI DID NOT send a hostile text message, as [redacted] statedWe talked to [redacted] around 10am on 6/6/and expressed our dissatisfaction with the "fix" they did and asked for refund [redacted] told us they don't do that and he'd talk to [redacted] about it over the weekend and get back to us on MondayWe didn't hear from [redacted] on Monday, as promised, so I texted himHe said he'd call me the next day- 6/11/ [redacted] called and said they can’t give us a refund but were willing to work with us to achieve an acceptable outcomeHe offered to 1- leave everything and we don’t pay remainder of bill2- they come and touch up everything and try to even out the color on cabinets and shells and we pay remainder3-Wait until ***’s father, ***, moves down to SD around end of June and see if he can fix themHe said he’s an expert, taught them, and he’d be able to help find a solutionWe thought about his offer and on 6/13/we told him that we'd wait for his father in law to see if he could fix itWe didn't receive a response so on 6/17/I followed up with [redacted] and he said he'd schedule it as soon as he got to townAfter scheduling, canceling, rescheduling, we finally met face to face with [redacted] and [redacted] on 7/17/At that meeting we went over all the issues with the cabinetsWe agreed that [redacted] would come back the following week, 7/23, and finish the desk and entertainment center and he’d bring some samples of alternative solutions for or cabinetsSince we were so far from what we originally asked for, we talked about possibly going in a different direction, like creative painting, since we’d already lost the wood grain and were working with nearly black cabinets at this pointOn 7/24/ [redacted] showed up with no painted samples for kitchenHe worked on smoothing out the entertainment center and re-staining the upper shells and doorsHe was not able to match the stain/lacquer that was done by [redacted] and tried many different thingsHe said he didn’t like the way the doors turned out and he’d need to come back and work on them some more but he didn’t know when that would be because [redacted] would have to schedule himI assumed that [redacted] would talk to [redacted] and he’d call me with schedule a date to come backHe never even got to the kitchen issues at this time- 7/29/I followed up with [redacted] since we hadn't heard from himHe said they just needed to make the paint samples and decide which way we want to goWe were to decide if we wanted him to continue trying to match the lacquer/stain [redacted] did or something different, like paintI couldn't decide because he was still unable to match/fix the stain problems on the entertainment center, so I had nothing to decide on yetOve the next few weeks, I texted [redacted] for a schedule and we couldn't get oneHe said [redacted] was very busy on other jobsI was upset because I thought our job should be priority, since it had been going on so long to finish/fix- [redacted] didn't work a few days, as [redacted] statedHe arrived on 8/25/ [redacted] showed up around and set up his boothHe worked on the entertainment center doors and re-hung themThey were a little better, but still had drips on the sides, which I pointed out the following day and he said he could fixHe worked to make some samples to match the color in the kitchen without much luckHe made one that close, but was still “off”He also made a black painted sample, which was completely unacceptableHe took a break from the stain samples and put a coat of polyurethane on the desk to help protect it because it was wearing off in some areas alreadyWe agreed that the color of the kitchen cabinets was just too dark and uneven and talked about a lighter color in a paint and gel stain finish that looks like it has wood grainHe took the stained sample door that [redacted] made back in May, so he could see the color as he shopped for stuff at Home Depot that eveningOn 8/26/ [redacted] returned and tried to match the kitchen stain color once againHe used one of the lower cabinet doors and one drawer (see photos) Again, they didn’t matchHe then made a paint and gel stain sample that looked very similar to the stain sample door that [redacted] made in MayWe agreed that was going to be our best option, since he was unable to match the current cabinet color and it was so far from what we originally wanted anywayHe said he talked to [redacted] and was told that our options were to match the current stain (which he couldn’t do), paint all the cabinets one color at no additional charge, or if we wanted to do the paint and gel stain process he’d cover the materials but we’d have to pay for laborI told [redacted] that I’d have to discuss with [redacted] but I’d guess that he’s not going to pay another penny than what was originally agreed and that is just to get an outcome similar to what we wanted in the beginning, regardless of the fact that it has taken so longI told him we’d been more than patient with them and had not made any formal complaints, but that would be our next step if they didn’t make this rightWith every mishap, [redacted] promised he would fix it and make us happyUnfortunately, they were unable to do this and the color just kept getting darker and darker, still with many inconsistencies and shades on the shells, drawers, and doorsI told [redacted] that I understand they already spent a lot on labor and materials in the other rounds of staining and attempts to fix, but that was not our fault and we shouldn’t have to pay for the extra timeI told him we’d call [redacted] that night, after soccer practice, and work it outWe called around 8pm and left a voicemailI also followed up with a text messageWe didn't hear back from [redacted] any further- 8/28/ [redacted] calledThis was the first time I had talked to him since Mother's DayWe spent a long time on the phoneWe discussed the issues with the cabinetsHe was told by [redacted] that we ordered a change to darker color and to fix them we’d have to pay the labor cost, which would be around $I disagreed with that and asked him to come and see the job, since he hadn’t done so, and I could show him all the issuesHe scheduled to come to the house on Wednesday 9/He later rescheduled for Friday 9/because [redacted] booked a sales call for him on Wed- 9/5/Met with [redacted] at the house at 2pmI pointed out all the problems with the cabinets, showed him the sample, discussed the issues with getting it “matched” and told him that we wanted the color of the sample, which [redacted] was able to do with a paint and faux wood grain finishAgain, he told me he couldn’t do that without charging us for laborHe stated that [redacted] told him we already changed it to a darker color, which wasn’t true, and he couldn’t do another changeI told him that I never wanted it darker and explained to him how the cabinets were all different shades after they rehung them in June and I asked [redacted] to even the out, but they ended up much darkerThis was not my choiceHe left with these options on the table: - they come back in Oct and match everything to the dark color and we pay the $balance or – they come back in Oct and do the faux finish for $ 9/8/ [redacted] called a lawyer, [redacted] , to get advice on this dispute then called ***He told [redacted] that if they don’t make the cabinets match the sample we agreed on we would file a lawsuit, have the cabinets refinished by a third party and sue them for the cost plus a refund of what we paid SD BrushworksThey discussed the problems we had experienced up to that point, our disappointment, the lack of management of the project, the amount of time this project had taken, the failure to resolve the issues to our satisfaction [redacted] then offered to come out in October and strip and refinish the cabinets to the color we desiredThis is the info [redacted] came out with after their phone call: Refinishing was scheduled for 10/6-10/ SD Brushworks would call me the week of 9/and schedule to come over and pick up an unfinished door from garage and make a sample for us Once the sample was agreed upon, they and we would sign it and then SD Brushworks would take one of the doors they stained and strip and stain it to match the sample Once we can see that they can repeat the sample on the doors after stripping them, we would move forward on 10/with the project 9/17/With no phone call to attempt to pick up sample, I texted [redacted] to find out when they were coming to pick up the panelNo reply 9/18/ [redacted] called [redacted] around 8:30AM and left him a message to call him or me to schedule to pick up the panel [redacted] followed up with an email stating they were having issues with their phonesHe also asked if the kitchen was the only area that needed workI replied to let him know it was the kitchen, a few spots on the entertainment center, the carpet stain in the office, toe kicks in all areas, small paint issues, stain spotch on tile near entertainment centerTold them again that the door for them to make a sample on would be on the porch for them to pick up at their convenience 9/22/No one had picked up the door for sample so I emailed again to let them know it was on the front porch 9/25/ [redacted] emailed and said they changed their mind about redoing the stain and offered us a partial refund of $(this was $for the kitchen portion less the $we still owed on the total project)I email replied that their offer was not acceptable because of the other areas that still needed to be fixed as well as the fact that we can’t have the kitchen redone for the amount they were offering to refundShe asked them to reconsider their offer and get back to us the next day 9/26/ [redacted] emailed and made many incorrect statements/assumptions about the original staining and payments that were made along with offers for us: - touch up the unfinished doors [redacted] worked on this summer and touch up any imperfections in the rest of the cabinets (leaving them the dark/blackish color), fix the stain on the carpet, touch up paint and collect balance dueOR – refund for $and they would still be willing to touch up the paint and clean the carpet stainHe said they would not normally offer a refund but their lawyer said it would be faster and cheaper to offer the refund We were so frustrated with the current state, what had transpired since the summer and attempted fixes and amount of time this was taking, the fact they promised to the kitchen and even rescheduled it, just to change their minds and break another promise to usI then replied with corrections to his statements regarding the original staining and payment issues in ***’s email because he had payment dates and details incorrectI told them we wanted all the issues resolved and the kitchen cabinets redone to our desired color or a full refund of the stain job of $I reminded them that they were in violation of their contract in regards to collection of payment before job was complete and changes that were made (which they were claiming were done per our request, which we never made a request to make them darker) that were not in writing - We have not heard from S&D Brushworks since 9/26/I guess they consider me calling, emailing, texting, begging them to call us and try to work this out (to avoid lawsuit) harrassmentI was considerably nice in my messages, trying to get them to come to negotiateThe week before Christmas, I did threaten a bad review for them, in hopes that would get them to replyI actually thought they went out of business or something because of the lack of communication, but when I viewed their website, I could see that they had updated it an seemed to still be in businessI continued to call and ask them to call me back over the next month or so before finally filing the complaint with Revdex.comIf they could have fixed the situation in the summer and matched the too-dark color, we would have let this go, but since they could not and even had the nerve to ask for more money to fix it, we just couldn't let it goThat's why we asked for the full refundWhen they didn't accept that we asked they negotiate with us (my "harrassing" emails, phone calls, texts)I feel that is much more than they deserve at this point, and after reading their response to my Revdex.com complaintWe do not want to hurt their business and that is why we didn't sue or make a bad review until the Revdex.com complaintI still wish they could resolve this with us in some wayAnyone that sees our kitchen is in disbelief that it looks so bad, is so inconsistent in color, has many flaws, has two black spray-painted door/drawer fronts, and was just left like thatI doubt anyone would want to hire them if they saw the results we gotThe fact remains that they tried to do a job, failed, made promises to fix it and then didn't come through on their promisesI can't beleive that it took a Revdex.com complaint for them to finally communicate with us againOf course, it was with great inaccuracy, but I have the truth in my document, text messages, photos, and a constant, daily reminder our cabinets! Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm very disappointed by [redacted] reply, but frankly, considering everything we've been through with them, I'm not surprisedHe is absolutely incorrect on many points he makesImportant to note: we only worked with [redacted] at the sale, spoke to him once during paint/stain process when we were first dissatisfied (Mother's Day phone call) and then again when we couldn't get resolution with [redacted] (who we worked with throughout the process)This was only after [redacted] stopped returning phone calls and asked [redacted] to get involvedIn order to be brief, I will attempt to correct his points belowThis is not the first time I've done this for himI have similar emails where I've attempted thisI have a page document which details everything done each day they were here, phone call discussions, trascription of all text messages, and photosI am happy to share that with S&D Brushworks or anyone else, if they are so inclined- At time I met with ***, he promised us a sample of the stain color on one of our cabinets when they came to start the workThey started on 5/6/On 5/7/14, their worker, Luis made a sample by brusing on the stainIt looked badThe next day he made a few spray/gel samples and we chose the one that looked the bestAt this time, I wasn't truly happy with the sample, but it was the best one I'd seen from the worker, Luis, since he started making samples [redacted] did not come to check on the progress on 5/15/In text messages later that day, he told me that he had a feeling we weren't happy with the color and offered to fix it before they finished the jobAt this point, they had just worked on the kitchen cabinets doors; no drawers or "shells" (cabinet frames)- On 5/16/(days from start date) [redacted] and Luis made a few samples and my husband and I chose one that we were happy withThat sample we still have (it's next to the cabinets in one of the attached photos) They did not make another sample on one of the stripped doors, and a second one, as [redacted] stated belowThey just started spraying the shells and the drawers, which didn't have any stain on themThey looked close to the sample, only a tad darkerThey were left in the living room to dry- [redacted] says at no point during the duration of the job and the drying did we expressa any concerns or dissatisfactionThis is incorrectOn 5/19/we talked to Luis, who was staining and dring the cabinet doors in the garageWe thought expressed our concerns about the color (hard really to see them in the darkness of the garage) and the inconsistencies of the stainHe told us it would be better to see them once they were re-hung and they'd deal with any problems at that timeLuis apologized to my husband for how the stain job had turned out so farHe said he hadn't done this process beforeHe said they usualy use a different processI'm assuming it's the brush on stain he originally triedOn 5/21/I texed [redacted] asking for a finishing plan (at this point they had been there days for a job that was quoted for a week)On those texts, he said he'd be there the next day and they'd finish upI mentioned there were problems and we agreed to talk in person the next day- On 5/22/ [redacted] came to help Luis and then had to leave early because he was feeling sickSince [redacted] was sick, he asked Luis to to the walk through with usI asked [redacted] if he could do it with me the following day and he agreed, pointing out that we could see it in better lightHe asked me to make a payment, leaving off $500, until they finish everything to our satisfactionI was hesitant about this, but since I trusted them, I did as he askedIt was dark when Luis left, so it was hard to see the actual workI had to leave for my son's baseball game, so my husband stayed until Luis left, and gave him the checkI actually left off $and made the check for an even $I felt good that [redacted] would be back the following day to do the walkthru and discuss any issuesHe had always promised throughout the process that he wanted to make us happy and would fix anything we were unhappy withHe also promised to have a carpet cleaner come out that weekend to attempt to remove the large stain that was made on th carpet in the office, in front of the desk they stained- The next morning, in the light of day, my husband and I looked at the cabinets in the kitchen and entertainment centerI was appauled at the inconsistency in color from one door to the next and also the shine was very shiny, which we explicitly requested it not beI DID NOT send a text to [redacted] expressing that I was unhappyI called him, in tears, that morningHe apologized and said he was still sickHe assured me that they would fix it and we agreed to meet on 5/27/14, after the Memorial Day holidayOn that day, [redacted] met me at our house and we looked at the cabinetsWe both agreed that they were all different shades of dark brown, they were too shiny, there were many flaws (drips and waves in the stain/lacquer, areas where the stain pooled up in the corners, etc.), there were many areas where the stain just didn't take, the entertainment center was super rough and sandy feeling (as well as mis-matched color), the toe kicks were a smudgy black color and completely awfulI asked [redacted] for his opinion and he agreed they could look a lot better and he could fix themHe also said that he wanted us to be happy with the outcome and wouldn’t leave until we were satisfiedHe said he’d smooth out any of the bumpy areas, get the pooled up lacquer out of the edges, and he’d lightly stain anything that needed it, bringing them to a consistent color, which would be the darkest of the current shadesHe also said he’d use a lacquer that had a lower sheen levelWe agreed that this work would start the following weekHe explained that they couldn't make them look lighter but could at least make them consistent- Luis and [redacted] attempted to even the color out and fix the flaws on 6/3/and 6/4/They didn't finish everything and Luis was supposed to come back the next day to do soThat night we inspected the cabinets to find that, besides the color/texture, there were still many problems with themLots of the flaws were still there, just covered up with more layers of dark lacquerLuis couldn't come back the next day for personal reasonsOn 6/5/14, we asked [redacted] to call us so we could discuss the problems that still remainedWe played phone tag and finally got to talk to him the folling morningI DID NOT send a hostile text message, as [redacted] statedWe talked to [redacted] around 10am on 6/6/and expressed our dissatisfaction with the "fix" they did and asked for refund [redacted] told us they don't do that and he'd talk to [redacted] about it over the weekend and get back to us on MondayWe didn't hear from [redacted] on Monday, as promised, so I texted himHe said he'd call me the next day- 6/11/ [redacted] called and said they can’t give us a refund but were willing to work with us to achieve an acceptable outcomeHe offered to 1- leave everything and we don’t pay remainder of bill2- they come and touch up everything and try to even out the color on cabinets and shells and we pay remainder3-Wait until ***’s father, ***, moves down to SD around end of June and see if he can fix themHe said he’s an expert, taught them, and he’d be able to help find a solutionWe thought about his offer and on 6/13/we told him that we'd wait for his father in law to see if he could fix itWe didn't receive a response so on 6/17/I followed up with [redacted] and he said he'd schedule it as soon as he got to townAfter scheduling, canceling, rescheduling, we finally met face to face with [redacted] and [redacted] on 7/17/At that meeting we went over all the issues with the cabinetsWe agreed that [redacted] would come back the following week, 7/23, and finish the desk and entertainment center and he’d bring some samples of alternative solutions for or cabinetsSince we were so far from what we originally asked for, we talked about possibly going in a different direction, like creative painting, since we’d already lost the wood grain and were working with nearly black cabinets at this pointOn 7/24/ [redacted] showed up with no painted samples for kitchenHe worked on smoothing out the entertainment center and re-staining the upper shells and doorsHe was not able to match the stain/lacquer that was done by [redacted] and tried many different thingsHe said he didn’t like the way the doors turned out and he’d need to come back and work on them some more but he didn’t know when that would be because [redacted] would have to schedule himI assumed that [redacted] would talk to [redacted] and he’d call me with schedule a date to come backHe never even got to the kitchen issues at this time- 7/29/I followed up with [redacted] since we hadn't heard from himHe said they just needed to make the paint samples and decide which way we want to goWe were to decide if we wanted him to continue trying to match the lacquer/stain [redacted] did or something different, like paintI couldn't decide because he was still unable to match/fix the stain problems on the entertainment center, so I had nothing to decide on yetOve the next few weeks, I texted [redacted] for a schedule and we couldn't get oneHe said [redacted] was very busy on other jobsI was upset because I thought our job should be priority, since it had been going on so long to finish/fix- [redacted] didn't work a few days, as [redacted] statedHe arrived on 8/25/ [redacted] showed up around and set up his boothHe worked on the entertainment center doors and re-hung themThey were a little better, but still had drips on the sides, which I pointed out the following day and he said he could fixHe worked to make some samples to match the color in the kitchen without much luckHe made one that close, but was still “off”He also made a black painted sample, which was completely unacceptableHe took a break from the stain samples and put a coat of polyurethane on the desk to help protect it because it was wearing off in some areas alreadyWe agreed that the color of the kitchen cabinets was just too dark and uneven and talked about a lighter color in a paint and gel stain finish that looks like it has wood grainHe took the stained sample door that [redacted] made back in May, so he could see the color as he shopped for stuff at Home Depot that eveningOn 8/26/ [redacted] returned and tried to match the kitchen stain color once againHe used one of the lower cabinet doors and one drawer (see photos) Again, they didn’t matchHe then made a paint and gel stain sample that looked very similar to the stain sample door that [redacted] made in MayWe agreed that was going to be our best option, since he was unable to match the current cabinet color and it was so far from what we originally wanted anywayHe said he talked to [redacted] and was told that our options were to match the current stain (which he couldn’t do), paint all the cabinets one color at no additional charge, or if we wanted to do the paint and gel stain process he’d cover the materials but we’d have to pay for laborI told [redacted] that I’d have to discuss with [redacted] but I’d guess that he’s not going to pay another penny than what was originally agreed and that is just to get an outcome similar to what we wanted in the beginning, regardless of the fact that it has taken so longI told him we’d been more than patient with them and had not made any formal complaints, but that would be our next step if they didn’t make this rightWith every mishap, [redacted] promised he would fix it and make us happyUnfortunately, they were unable to do this and the color just kept getting darker and darker, still with many inconsistencies and shades on the shells, drawers, and doorsI told [redacted] that I understand they already spent a lot on labor and materials in the other rounds of staining and attempts to fix, but that was not our fault and we shouldn’t have to pay for the extra timeI told him we’d call [redacted] that night, after soccer practice, and work it outWe called around 8pm and left a voicemailI also followed up with a text messageWe didn't hear back from [redacted] any further- 8/28/ [redacted] calledThis was the first time I had talked to him since Mother's DayWe spent a long time on the phoneWe discussed the issues with the cabinetsHe was told by [redacted] that we ordered a change to darker color and to fix them we’d have to pay the labor cost, which would be around $I disagreed with that and asked him to come and see the job, since he hadn’t done so, and I could show him all the issuesHe scheduled to come to the house on Wednesday 9/He later rescheduled for Friday 9/because [redacted] booked a sales call for him on Wed- 9/5/Met with [redacted] at the house at 2pmI pointed out all the problems with the cabinets, showed him the sample, discussed the issues with getting it “matched” and told him that we wanted the color of the sample, which [redacted] was able to do with a paint and faux wood grain finishAgain, he told me he couldn’t do that without charging us for laborHe stated that [redacted] told him we already changed it to a darker color, which wasn’t true, and he couldn’t do another changeI told him that I never wanted it darker and explained to him how the cabinets were all different shades after they rehung them in June and I asked [redacted] to even the out, but they ended up much darkerThis was not my choiceHe left with these options on the table: - they come back in Oct and match everything to the dark color and we pay the $balance or – they come back in Oct and do the faux finish for $ 9/8/ [redacted] called a lawyer, [redacted] , to get advice on this dispute then called ***He told [redacted] that if they don’t make the cabinets match the sample we agreed on we would file a lawsuit, have the cabinets refinished by a third party and sue them for the cost plus a refund of what we paid SD BrushworksThey discussed the problems we had experienced up to that point, our disappointment, the lack of management of the project, the amount of time this project had taken, the failure to resolve the issues to our satisfaction [redacted] then offered to come out in October and strip and refinish the cabinets to the color we desiredThis is the info [redacted] came out with after their phone call: Refinishing was scheduled for 10/6-10/ SD Brushworks would call me the week of 9/and schedule to come over and pick up an unfinished door from garage and make a sample for us Once the sample was agreed upon, they and we would sign it and then SD Brushworks would take one of the doors they stained and strip and stain it to match the sample Once we can see that they can repeat the sample on the doors after stripping them, we would move forward on 10/with the project 9/17/With no phone call to attempt to pick up sample, I texted [redacted] to find out when they were coming to pick up the panelNo reply 9/18/ [redacted] called [redacted] around 8:30AM and left him a message to call him or me to schedule to pick up the panel [redacted] followed up with an email stating they were having issues with their phonesHe also asked if the kitchen was the only area that needed workI replied to let him know it was the kitchen, a few spots on the entertainment center, the carpet stain in the office, toe kicks in all areas, small paint issues, stain spotch on tile near entertainment centerTold them again that the door for them to make a sample on would be on the porch for them to pick up at their convenience 9/22/No one had picked up the door for sample so I emailed again to let them know it was on the front porch 9/25/ [redacted] emailed and said they changed their mind about redoing the stain and offered us a partial refund of $(this was $for the kitchen portion less the $we still owed on the total project)I email replied that their offer was not acceptable because of the other areas that still needed to be fixed as well as the fact that we can’t have the kitchen redone for the amount they were offering to refundShe asked them to reconsider their offer and get back to us the next day 9/26/ [redacted] emailed and made many incorrect statements/assumptions about the original staining and payments that were made along with offers for us: - touch up the unfinished doors [redacted] worked on this summer and touch up any imperfections in the rest of the cabinets (leaving them the dark/blackish color), fix the stain on the carpet, touch up paint and collect balance dueOR – refund for $and they would still be willing to touch up the paint and clean the carpet stainHe said they would not normally offer a refund but their lawyer said it would be faster and cheaper to offer the refund We were so frustrated with the current state, what had transpired since the summer and attempted fixes and amount of time this was taking, the fact they promised to the kitchen and even rescheduled it, just to change their minds and break another promise to usI then replied with corrections to his statements regarding the original staining and payment issues in ***’s email because he had payment dates and details incorrectI told them we wanted all the issues resolved and the kitchen cabinets redone to our desired color or a full refund of the stain job of $I reminded them that they were in violation of their contract in regards to collection of payment before job was complete and changes that were made (which they were claiming were done per our request, which we never made a request to make them darker) that were not in writing- We have not heard from S&D Brushworks since 9/26/I guess they consider me calling, emailing, texting, begging them to call us and try to work this out (to avoid lawsuit) harrassmentI was considerably nice in my messages, trying to get them to come to negotiateThe week before Christmas, I did threaten a bad review for them, in hopes that would get them to replyI actually thought they went out of business or something because of the lack of communication, but when I viewed their website, I could see that they had updated it an seemed to still be in businessI continued to call and ask them to call me back over the next month or so before finally filing the complaint with Revdex.com.If they could have fixed the situation in the summer and matched the too-dark color, we would have let this go, but since they could not and even had the nerve to ask for more money to fix it, we just couldn't let it goThat's why we asked for the full refundWhen they didn't accept that we asked they negotiate with us (my "harrassing" emails, phone calls, texts)I feel that is much more than they deserve at this point, and after reading their response to my Revdex.com complaintWe do not want to hurt their business and that is why we didn't sue or make a bad review until the Revdex.com complaintI still wish they could resolve this with us in some wayAnyone that sees our kitchen is in disbelief that it looks so bad, is so inconsistent in color, has many flaws, has two black spray-painted door/drawer fronts, and was just left like thatI doubt anyone would want to hire them if they saw the results we gotThe fact remains that they tried to do a job, failed, made promises to fix it and then didn't come through on their promisesI can't beleive that it took a Revdex.com complaint for them to finally communicate with us againOf course, it was with great inaccuracy, but I have the truth in my document, text messages, photos, and a constant, daily reminder our cabinets! Regards, [redacted]
HiI received the request below and sending items in this emailThe contract is for $but the amount paid was $The reason for the difference was because we had another contract with them for paint for $Total was $There is an outstanding balance of $because they were supposed to come back and fix issues before final amount was paidThere are still issues outstanding on paint, which like the stain, are unresolvedTherefore, $was withheld from stain and $from paint until they "finished" the jobI have messages and emails from the owners of the company to this effect.Regards, [redacted]
Complaint # [redacted] On April 7, S&D Brushworks started a cabinet refinishing and painting project for [redacted] (client) at [redacted] ***The job included painting all walls in entry, living room, dining room, and kitchen as well as staining of the cabinets in the office, living room, and kitchen protocol for staining is to do all staining onsite so none of the cabinets leave the home at any timeA color sample of the client’s choice for stain is always made and showed to the customer prior to starting the job, which was done for [redacted] on several occasions [redacted] (owner) stopped by to check on the job and go over the details of the job with the clientAt the time all doors and part of the cabinets had been stained with the client’s choice of color [redacted] went over how the cabinets looked with [redacted] and the client expressed they seemed to be darker then what she had in mind [redacted] at this time could tell that this was not what the client was looking for and had S&D Brushwork employees stop the job [redacted] had employees strip all doors and work we had done with stainingAt this point, [redacted] then took over the project and let the clients know our goal is always 100% customer satisfactionTo attain this goal new samples of color for the cabinets were offered to Andruss samples of color were made for Andruss, but the client felt the colors were to red so more samples were made the same dayThe client then requested to look over the samples with her husband and I returned the following day to discuss it After the clients picked a sample they liked, again another sample of the stain was done on one of the striped doors to preview the finished product and to assure that the client liked the colorWe did this again to make sure the client would be happy with her choice of color before we began the process of re-staining againAfter the sample was completed, the customers assured [redacted] it would sufficeS&D Brushworks then proceeded to re-stain the cabinet’s onsite over the course of 3-daysThe finished products were dried in the living room of the client’s home and at no point in the duration of the job and the drying did [redacted] express any concerns or inform employees of any DissatisfactionAll the painting and staining was finished on FridayThe foremen reviewed the job with the client and received payment for the workAt this point the customer looked over the job seemed satisfied and issued the payment making the contract completed [redacted] sent a text message to [redacted] expressing that she was unhappy because the color was unevenAn official face-to-face meeting was arranged again where the client complained about uneven color and that the cabinets looked lighter in some spots, and darker in others-which is common for stain and that was explained to the clientAn offer was made to re-mask and prep kitchen to re-stain so all the cabinets look more even (staining never comes out even as wood accepts stain differently in areas) [redacted] was informed that it would result in all the color changing to the darkest shade on the cabinetThe client agreed, stating that she did not mind a darker color as long as the cabinets were more even, and a re-stain was scheduled again [redacted] took responsibility of re-staining the kitchen cabinets and the living room entertainment centerSince the client was absent at the time of completion, [redacted] left the premises after informing [redacted] that the job was done and asking about her thoughts on the result [redacted] sent a hostile text regarding her feelings about the re-stain and another face-to-face meeting was arranged with her husband present as wellIn the meeting the clients showed [redacted] the parts they were unhappy with and expressed that the stain was now too dark and [redacted] preferred the previous color [redacted] informed [redacted] there was nothing that could be done to make them lighter, so [redacted] husband suggested to re-face them and then asked for a full refund [redacted] then replied that a refund could not be issued as S&D Brushworks had over-invested in the job and exhausted materials on a high-quality stain for their cabinets Negotiations began for other options and it was agreed upon that [redacted] Deason (employee) with over years of experience would come for a consultationDeason spent a few days working on the entertainment center and when discussions on the kitchen began, the client then demanded that they receive a full-refund for the job or again of all the kitchen cabinetsMrs [redacted] threatened a law suit if their demands were not metS&D Brushworks then offered to do another touch up similar to the entertainment center, but the client refusedS&D Brushworks then consulted a lawyer who advised that all contact between the clients and S&D Brushworks should be done via email, and that a refund should be issued as lawyer fees can be expensive An email was sent to the client, [redacted] that she would be refunded $for the job, but the client demanded the full $cost of the job, even though this was the amount that included a desk with cabinets and entertainment center cabinets which had no concerns of dissatisfactionThe client at this time had only threats to sue, but no representation of a lawyer S&D Brushworks did not retaliate and after a few days with no communication to Andruss, the company received a notice allegedly from the client’s lawyer stating that S&D Brushworks had days to issue a refund or the company would suffer a lawsuit No issue of a refund was made to the client and the company awaited contact from Andruss’ lawyer, but no communication was ever received Shortly after [redacted] began harassing S&D Brushworks with phone calls and text messages threatening a bad review if the company refused to respond S&D Brushworks satisfied the contract when [redacted] reviewed the job and issued payment for work performed on the cabinets [redacted] still owes S&D Brushworks $for a separate contract that was signed for painting, which was completed with no dissatisfaction S&D Brushworks has gone above and beyond for [redacted] Andruss, and we continue to provide quality service to all our customers [redacted] signed a contract with S&D Brushworks, got a high quality stain more than once valued at more than $12,for the price of $2100, continued to receive impeccable customer service after having to fix the cabinets several times because the client wasn’t satisfied with her choice of color, and was offered a refund for just the cabinets which she then refused S&D Brushworks has remained loyal to our company values and this client has taken advantage of the company servicesThe company now requests that this review be taken down from Revdex.com, so we can continue to grow as a business and assure new and old customers that S&D Brushworks will remain in their lives, and we will never let their colors fade Thank you for letting me express my side to this matter, [redacted] R Deason Jr Owner [redacted] ll Co-Owner
We do not have any further comments on the matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm very disappointed by [redacted] reply, but frankly, considering everything we've been through with them, I'm not surprisedHe is absolutely incorrect on many points he makesImportant to note: we only worked with [redacted] at the sale, spoke to him once during paint/stain process when we were first dissatisfied (Mother's Day phone call) and then again when we couldn't get resolution with [redacted] (who we worked with throughout the process)This was only after [redacted] stopped returning phone calls and asked [redacted] to get involvedIn order to be brief, I will attempt to correct his points belowThis is not the first time I've done this for himI have similar emails where I've attempted thisI have a page document which details everything done each day they were here, phone call discussions, trascription of all text messages, and photosI am happy to share that with S&D Brushworks or anyone else, if they are so inclined- At time I met with ***, he promised us a sample of the stain color on one of our cabinets when they came to start the workThey started on 5/6/On 5/7/14, their worker, Luis made a sample by brusing on the stainIt looked badThe next day he made a few spray/gel samples and we chose the one that looked the bestAt this time, I wasn't truly happy with the sample, but it was the best one I'd seen from the worker, Luis, since he started making samples [redacted] did not come to check on the progress on 5/15/In text messages later that day, he told me that he had a feeling we weren't happy with the color and offered to fix it before they finished the jobAt this point, they had just worked on the kitchen cabinets doors; no drawers or "shells" (cabinet frames)- On 5/16/(days from start date) [redacted] and Luis made a few samples and my husband and I chose one that we were happy withThat sample we still have (it's next to the cabinets in one of the attached photos) They did not make another sample on one of the stripped doors, and a second one, as [redacted] stated belowThey just started spraying the shells and the drawers, which didn't have any stain on themThey looked close to the sample, only a tad darkerThey were left in the living room to dry- [redacted] says at no point during the duration of the job and the drying did we expressa any concerns or dissatisfactionThis is incorrectOn 5/19/we talked to Luis, who was staining and dring the cabinet doors in the garageWe thought expressed our concerns about the color (hard really to see them in the darkness of the garage) and the inconsistencies of the stainHe told us it would be better to see them once they were re-hung and they'd deal with any problems at that timeLuis apologized to my husband for how the stain job had turned out so farHe said he hadn't done this process beforeHe said they usualy use a different processI'm assuming it's the brush on stain he originally triedOn 5/21/I texed [redacted] asking for a finishing plan (at this point they had been there days for a job that was quoted for a week)On those texts, he said he'd be there the next day and they'd finish upI mentioned there were problems and we agreed to talk in person the next day - On 5/22/ [redacted] came to help Luis and then had to leave early because he was feeling sickSince [redacted] was sick, he asked Luis to to the walk through with usI asked [redacted] if he could do it with me the following day and he agreed, pointing out that we could see it in better lightHe asked me to make a payment, leaving off $500, until they finish everything to our satisfactionI was hesitant about this, but since I trusted them, I did as he askedIt was dark when Luis left, so it was hard to see the actual workI had to leave for my son's baseball game, so my husband stayed until Luis left, and gave him the checkI actually left off $and made the check for an even $I felt good that [redacted] would be back the following day to do the walkthru and discuss any issuesHe had always promised throughout the process that he wanted to make us happy and would fix anything we were unhappy withHe also promised to have a carpet cleaner come out that weekend to attempt to remove the large stain that was made on th carpet in the office, in front of the desk they stained- The next morning, in the light of day, my husband and I looked at the cabinets in the kitchen and entertainment centerI was appauled at the inconsistency in color from one door to the next and also the shine was very shiny, which we explicitly requested it not beI DID NOT send a text to [redacted] expressing that I was unhappyI called him, in tears, that morningHe apologized and said he was still sickHe assured me that they would fix it and we agreed to meet on 5/27/14, after the Memorial Day holidayOn that day, [redacted] met me at our house and we looked at the cabinetsWe both agreed that they were all different shades of dark brown, they were too shiny, there were many flaws (drips and waves in the stain/lacquer, areas where the stain pooled up in the corners, etc.), there were many areas where the stain just didn't take, the entertainment center was super rough and sandy feeling (as well as mis-matched color), the toe kicks were a smudgy black color and completely awfulI asked [redacted] for his opinion and he agreed they could look a lot better and he could fix themHe also said that he wanted us to be happy with the outcome and wouldn’t leave until we were satisfiedHe said he’d smooth out any of the bumpy areas, get the pooled up lacquer out of the edges, and he’d lightly stain anything that needed it, bringing them to a consistent color, which would be the darkest of the current shadesHe also said he’d use a lacquer that had a lower sheen levelWe agreed that this work would start the following weekHe explained that they couldn't make them look lighter but could at least make them consistent- Luis and [redacted] attempted to even the color out and fix the flaws on 6/3/and 6/4/They didn't finish everything and Luis was supposed to come back the next day to do soThat night we inspected the cabinets to find that, besides the color/texture, there were still many problems with themLots of the flaws were still there, just covered up with more layers of dark lacquerLuis couldn't come back the next day for personal reasonsOn 6/5/14, we asked [redacted] to call us so we could discuss the problems that still remainedWe played phone tag and finally got to talk to him the folling morningI DID NOT send a hostile text message, as [redacted] statedWe talked to [redacted] around 10am on 6/6/and expressed our dissatisfaction with the "fix" they did and asked for refund [redacted] told us they don't do that and he'd talk to [redacted] about it over the weekend and get back to us on MondayWe didn't hear from [redacted] on Monday, as promised, so I texted himHe said he'd call me the next day- 6/11/ [redacted] called and said they can’t give us a refund but were willing to work with us to achieve an acceptable outcomeHe offered to 1- leave everything and we don’t pay remainder of bill2- they come and touch up everything and try to even out the color on cabinets and shells and we pay remainder3-Wait until ***’s father, ***, moves down to SD around end of June and see if he can fix themHe said he’s an expert, taught them, and he’d be able to help find a solutionWe thought about his offer and on 6/13/we told him that we'd wait for his father in law to see if he could fix itWe didn't receive a response so on 6/17/I followed up with [redacted] and he said he'd schedule it as soon as he got to townAfter scheduling, canceling, rescheduling, we finally met face to face with [redacted] and [redacted] on 7/17/At that meeting we went over all the issues with the cabinetsWe agreed that [redacted] would come back the following week, 7/23, and finish the desk and entertainment center and he’d bring some samples of alternative solutions for or cabinetsSince we were so far from what we originally asked for, we talked about possibly going in a different direction, like creative painting, since we’d already lost the wood grain and were working with nearly black cabinets at this pointOn 7/24/ [redacted] showed up with no painted samples for kitchenHe worked on smoothing out the entertainment center and re-staining the upper shells and doorsHe was not able to match the stain/lacquer that was done by [redacted] and tried many different thingsHe said he didn’t like the way the doors turned out and he’d need to come back and work on them some more but he didn’t know when that would be because [redacted] would have to schedule himI assumed that [redacted] would talk to [redacted] and he’d call me with schedule a date to come backHe never even got to the kitchen issues at this time- 7/29/I followed up with [redacted] since we hadn't heard from himHe said they just needed to make the paint samples and decide which way we want to goWe were to decide if we wanted him to continue trying to match the lacquer/stain [redacted] did or something different, like paintI couldn't decide because he was still unable to match/fix the stain problems on the entertainment center, so I had nothing to decide on yetOve the next few weeks, I texted [redacted] for a schedule and we couldn't get oneHe said [redacted] was very busy on other jobsI was upset because I thought our job should be priority, since it had been going on so long to finish/fix- [redacted] didn't work a few days, as [redacted] statedHe arrived on 8/25/ [redacted] showed up around and set up his boothHe worked on the entertainment center doors and re-hung themThey were a little better, but still had drips on the sides, which I pointed out the following day and he said he could fixHe worked to make some samples to match the color in the kitchen without much luckHe made one that close, but was still “off”He also made a black painted sample, which was completely unacceptableHe took a break from the stain samples and put a coat of polyurethane on the desk to help protect it because it was wearing off in some areas alreadyWe agreed that the color of the kitchen cabinets was just too dark and uneven and talked about a lighter color in a paint and gel stain finish that looks like it has wood grainHe took the stained sample door that [redacted] made back in May, so he could see the color as he shopped for stuff at Home Depot that eveningOn 8/26/ [redacted] returned and tried to match the kitchen stain color once againHe used one of the lower cabinet doors and one drawer (see photos) Again, they didn’t matchHe then made a paint and gel stain sample that looked very similar to the stain sample door that [redacted] made in MayWe agreed that was going to be our best option, since he was unable to match the current cabinet color and it was so far from what we originally wanted anywayHe said he talked to [redacted] and was told that our options were to match the current stain (which he couldn’t do), paint all the cabinets one color at no additional charge, or if we wanted to do the paint and gel stain process he’d cover the materials but we’d have to pay for laborI told [redacted] that I’d have to discuss with [redacted] but I’d guess that he’s not going to pay another penny than what was originally agreed and that is just to get an outcome similar to what we wanted in the beginning, regardless of the fact that it has taken so longI told him we’d been more than patient with them and had not made any formal complaints, but that would be our next step if they didn’t make this rightWith every mishap, [redacted] promised he would fix it and make us happyUnfortunately, they were unable to do this and the color just kept getting darker and darker, still with many inconsistencies and shades on the shells, drawers, and doorsI told [redacted] that I understand they already spent a lot on labor and materials in the other rounds of staining and attempts to fix, but that was not our fault and we shouldn’t have to pay for the extra timeI told him we’d call [redacted] that night, after soccer practice, and work it outWe called around 8pm and left a voicemailI also followed up with a text messageWe didn't hear back from [redacted] any further- 8/28/ [redacted] calledThis was the first time I had talked to him since Mother's DayWe spent a long time on the phoneWe discussed the issues with the cabinetsHe was told by [redacted] that we ordered a change to darker color and to fix them we’d have to pay the labor cost, which would be around $I disagreed with that and asked him to come and see the job, since he hadn’t done so, and I could show him all the issuesHe scheduled to come to the house on Wednesday 9/He later rescheduled for Friday 9/because [redacted] booked a sales call for him on Wed- 9/5/Met with [redacted] at the house at 2pmI pointed out all the problems with the cabinets, showed him the sample, discussed the issues with getting it “matched” and told him that we wanted the color of the sample, which [redacted] was able to do with a paint and faux wood grain finishAgain, he told me he couldn’t do that without charging us for laborHe stated that [redacted] told him we already changed it to a darker color, which wasn’t true, and he couldn’t do another changeI told him that I never wanted it darker and explained to him how the cabinets were all different shades after they rehung them in June and I asked [redacted] to even the out, but they ended up much darkerThis was not my choiceHe left with these options on the table: - they come back in Oct and match everything to the dark color and we pay the $balance or – they come back in Oct and do the faux finish for $ 9/8/ [redacted] called a lawyer, [redacted] , to get advice on this dispute then called ***He told [redacted] that if they don’t make the cabinets match the sample we agreed on we would file a lawsuit, have the cabinets refinished by a third party and sue them for the cost plus a refund of what we paid SD BrushworksThey discussed the problems we had experienced up to that point, our disappointment, the lack of management of the project, the amount of time this project had taken, the failure to resolve the issues to our satisfaction [redacted] then offered to come out in October and strip and refinish the cabinets to the color we desiredThis is the info [redacted] came out with after their phone call: Refinishing was scheduled for 10/6-10/ SD Brushworks would call me the week of 9/and schedule to come over and pick up an unfinished door from garage and make a sample for us Once the sample was agreed upon, they and we would sign it and then SD Brushworks would take one of the doors they stained and strip and stain it to match the sample Once we can see that they can repeat the sample on the doors after stripping them, we would move forward on 10/with the project 9/17/With no phone call to attempt to pick up sample, I texted [redacted] to find out when they were coming to pick up the panelNo reply 9/18/ [redacted] called [redacted] around 8:30AM and left him a message to call him or me to schedule to pick up the panel [redacted] followed up with an email stating they were having issues with their phonesHe also asked if the kitchen was the only area that needed workI replied to let him know it was the kitchen, a few spots on the entertainment center, the carpet stain in the office, toe kicks in all areas, small paint issues, stain spotch on tile near entertainment centerTold them again that the door for them to make a sample on would be on the porch for them to pick up at their convenience 9/22/No one had picked up the door for sample so I emailed again to let them know it was on the front porch 9/25/ [redacted] emailed and said they changed their mind about redoing the stain and offered us a partial refund of $(this was $for the kitchen portion less the $we still owed on the total project)I email replied that their offer was not acceptable because of the other areas that still needed to be fixed as well as the fact that we can’t have the kitchen redone for the amount they were offering to refundShe asked them to reconsider their offer and get back to us the next day 9/26/ [redacted] emailed and made many incorrect statements/assumptions about the original staining and payments that were made along with offers for us: - touch up the unfinished doors [redacted] worked on this summer and touch up any imperfections in the rest of the cabinets (leaving them the dark/blackish color), fix the stain on the carpet, touch up paint and collect balance dueOR – refund for $and they would still be willing to touch up the paint and clean the carpet stainHe said they would not normally offer a refund but their lawyer said it would be faster and cheaper to offer the refund We were so frustrated with the current state, what had transpired since the summer and attempted fixes and amount of time this was taking, the fact they promised to the kitchen and even rescheduled it, just to change their minds and break another promise to usI then replied with corrections to his statements regarding the original staining and payment issues in ***’s email because he had payment dates and details incorrectI told them we wanted all the issues resolved and the kitchen cabinets redone to our desired color or a full refund of the stain job of $I reminded them that they were in violation of their contract in regards to collection of payment before job was complete and changes that were made (which they were claiming were done per our request, which we never made a request to make them darker) that were not in writing - We have not heard from S&D Brushworks since 9/26/I guess they consider me calling, emailing, texting, begging them to call us and try to work this out (to avoid lawsuit) harrassmentI was considerably nice in my messages, trying to get them to come to negotiateThe week before Christmas, I did threaten a bad review for them, in hopes that would get them to replyI actually thought they went out of business or something because of the lack of communication, but when I viewed their website, I could see that they had updated it an seemed to still be in businessI continued to call and ask them to call me back over the next month or so before finally filing the complaint with Revdex.comIf they could have fixed the situation in the summer and matched the too-dark color, we would have let this go, but since they could not and even had the nerve to ask for more money to fix it, we just couldn't let it goThat's why we asked for the full refundWhen they didn't accept that we asked they negotiate with us (my "harrassing" emails, phone calls, texts)I feel that is much more than they deserve at this point, and after reading their response to my Revdex.com complaintWe do not want to hurt their business and that is why we didn't sue or make a bad review until the Revdex.com complaintI still wish they could resolve this with us in some wayAnyone that sees our kitchen is in disbelief that it looks so bad, is so inconsistent in color, has many flaws, has two black spray-painted door/drawer fronts, and was just left like thatI doubt anyone would want to hire them if they saw the results we gotThe fact remains that they tried to do a job, failed, made promises to fix it and then didn't come through on their promisesI can't beleive that it took a Revdex.com complaint for them to finally communicate with us againOf course, it was with great inaccuracy, but I have the truth in my document, text messages, photos, and a constant, daily reminder our cabinets! Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm very disappointed by [redacted] reply, but frankly, considering everything we've been through with them, I'm not surprisedHe is absolutely incorrect on many points he makesImportant to note: we only worked with [redacted] at the sale, spoke to him once during paint/stain process when we were first dissatisfied (Mother's Day phone call) and then again when we couldn't get resolution with [redacted] (who we worked with throughout the process)This was only after [redacted] stopped returning phone calls and asked [redacted] to get involvedIn order to be brief, I will attempt to correct his points belowThis is not the first time I've done this for himI have similar emails where I've attempted thisI have a page document which details everything done each day they were here, phone call discussions, trascription of all text messages, and photosI am happy to share that with S&D Brushworks or anyone else, if they are so inclined- At time I met with ***, he promised us a sample of the stain color on one of our cabinets when they came to start the workThey started on 5/6/On 5/7/14, their worker, Luis made a sample by brusing on the stainIt looked badThe next day he made a few spray/gel samples and we chose the one that looked the bestAt this time, I wasn't truly happy with the sample, but it was the best one I'd seen from the worker, Luis, since he started making samples [redacted] did not come to check on the progress on 5/15/In text messages later that day, he told me that he had a feeling we weren't happy with the color and offered to fix it before they finished the jobAt this point, they had just worked on the kitchen cabinets doors; no drawers or "shells" (cabinet frames)- On 5/16/(days from start date) [redacted] and Luis made a few samples and my husband and I chose one that we were happy withThat sample we still have (it's next to the cabinets in one of the attached photos) They did not make another sample on one of the stripped doors, and a second one, as [redacted] stated belowThey just started spraying the shells and the drawers, which didn't have any stain on themThey looked close to the sample, only a tad darkerThey were left in the living room to dry- [redacted] says at no point during the duration of the job and the drying did we expressa any concerns or dissatisfactionThis is incorrectOn 5/19/we talked to Luis, who was staining and dring the cabinet doors in the garageWe thought expressed our concerns about the color (hard really to see them in the darkness of the garage) and the inconsistencies of the stainHe told us it would be better to see them once they were re-hung and they'd deal with any problems at that timeLuis apologized to my husband for how the stain job had turned out so farHe said he hadn't done this process beforeHe said they usualy use a different processI'm assuming it's the brush on stain he originally triedOn 5/21/I texed [redacted] asking for a finishing plan (at this point they had been there days for a job that was quoted for a week)On those texts, he said he'd be there the next day and they'd finish upI mentioned there were problems and we agreed to talk in person the next day- On 5/22/ [redacted] came to help Luis and then had to leave early because he was feeling sickSince [redacted] was sick, he asked Luis to to the walk through with usI asked [redacted] if he could do it with me the following day and he agreed, pointing out that we could see it in better lightHe asked me to make a payment, leaving off $500, until they finish everything to our satisfactionI was hesitant about this, but since I trusted them, I did as he askedIt was dark when Luis left, so it was hard to see the actual workI had to leave for my son's baseball game, so my husband stayed until Luis left, and gave him the checkI actually left off $and made the check for an even $I felt good that [redacted] would be back the following day to do the walkthru and discuss any issuesHe had always promised throughout the process that he wanted to make us happy and would fix anything we were unhappy withHe also promised to have a carpet cleaner come out that weekend to attempt to remove the large stain that was made on th carpet in the office, in front of the desk they stained- The next morning, in the light of day, my husband and I looked at the cabinets in the kitchen and entertainment centerI was appauled at the inconsistency in color from one door to the next and also the shine was very shiny, which we explicitly requested it not beI DID NOT send a text to [redacted] expressing that I was unhappyI called him, in tears, that morningHe apologized and said he was still sickHe assured me that they would fix it and we agreed to meet on 5/27/14, after the Memorial Day holidayOn that day, [redacted] met me at our house and we looked at the cabinetsWe both agreed that they were all different shades of dark brown, they were too shiny, there were many flaws (drips and waves in the stain/lacquer, areas where the stain pooled up in the corners, etc.), there were many areas where the stain just didn't take, the entertainment center was super rough and sandy feeling (as well as mis-matched color), the toe kicks were a smudgy black color and completely awfulI asked [redacted] for his opinion and he agreed they could look a lot better and he could fix themHe also said that he wanted us to be happy with the outcome and wouldn’t leave until we were satisfiedHe said he’d smooth out any of the bumpy areas, get the pooled up lacquer out of the edges, and he’d lightly stain anything that needed it, bringing them to a consistent color, which would be the darkest of the current shadesHe also said he’d use a lacquer that had a lower sheen levelWe agreed that this work would start the following weekHe explained that they couldn't make them look lighter but could at least make them consistent- Luis and [redacted] attempted to even the color out and fix the flaws on 6/3/and 6/4/They didn't finish everything and Luis was supposed to come back the next day to do soThat night we inspected the cabinets to find that, besides the color/texture, there were still many problems with themLots of the flaws were still there, just covered up with more layers of dark lacquerLuis couldn't come back the next day for personal reasonsOn 6/5/14, we asked [redacted] to call us so we could discuss the problems that still remainedWe played phone tag and finally got to talk to him the folling morningI DID NOT send a hostile text message, as [redacted] statedWe talked to [redacted] around 10am on 6/6/and expressed our dissatisfaction with the "fix" they did and asked for refund [redacted] told us they don't do that and he'd talk to [redacted] about it over the weekend and get back to us on MondayWe didn't hear from [redacted] on Monday, as promised, so I texted himHe said he'd call me the next day- 6/11/ [redacted] called and said they can’t give us a refund but were willing to work with us to achieve an acceptable outcomeHe offered to 1- leave everything and we don’t pay remainder of bill2- they come and touch up everything and try to even out the color on cabinets and shells and we pay remainder3-Wait until ***’s father, ***, moves down to SD around end of June and see if he can fix themHe said he’s an expert, taught them, and he’d be able to help find a solutionWe thought about his offer and on 6/13/we told him that we'd wait for his father in law to see if he could fix itWe didn't receive a response so on 6/17/I followed up with [redacted] and he said he'd schedule it as soon as he got to townAfter scheduling, canceling, rescheduling, we finally met face to face with [redacted] and [redacted] on 7/17/At that meeting we went over all the issues with the cabinetsWe agreed that [redacted] would come back the following week, 7/23, and finish the desk and entertainment center and he’d bring some samples of alternative solutions for or cabinetsSince we were so far from what we originally asked for, we talked about possibly going in a different direction, like creative painting, since we’d already lost the wood grain and were working with nearly black cabinets at this pointOn 7/24/ [redacted] showed up with no painted samples for kitchenHe worked on smoothing out the entertainment center and re-staining the upper shells and doorsHe was not able to match the stain/lacquer that was done by [redacted] and tried many different thingsHe said he didn’t like the way the doors turned out and he’d need to come back and work on them some more but he didn’t know when that would be because [redacted] would have to schedule himI assumed that [redacted] would talk to [redacted] and he’d call me with schedule a date to come backHe never even got to the kitchen issues at this time- 7/29/I followed up with [redacted] since we hadn't heard from himHe said they just needed to make the paint samples and decide which way we want to goWe were to decide if we wanted him to continue trying to match the lacquer/stain [redacted] did or something different, like paintI couldn't decide because he was still unable to match/fix the stain problems on the entertainment center, so I had nothing to decide on yetOve the next few weeks, I texted [redacted] for a schedule and we couldn't get oneHe said [redacted] was very busy on other jobsI was upset because I thought our job should be priority, since it had been going on so long to finish/fix- [redacted] didn't work a few days, as [redacted] statedHe arrived on 8/25/ [redacted] showed up around and set up his boothHe worked on the entertainment center doors and re-hung themThey were a little better, but still had drips on the sides, which I pointed out the following day and he said he could fixHe worked to make some samples to match the color in the kitchen without much luckHe made one that close, but was still “off”He also made a black painted sample, which was completely unacceptableHe took a break from the stain samples and put a coat of polyurethane on the desk to help protect it because it was wearing off in some areas alreadyWe agreed that the color of the kitchen cabinets was just too dark and uneven and talked about a lighter color in a paint and gel stain finish that looks like it has wood grainHe took the stained sample door that [redacted] made back in May, so he could see the color as he shopped for stuff at Home Depot that eveningOn 8/26/ [redacted] returned and tried to match the kitchen stain color once againHe used one of the lower cabinet doors and one drawer (see photos) Again, they didn’t matchHe then made a paint and gel stain sample that looked very similar to the stain sample door that [redacted] made in MayWe agreed that was going to be our best option, since he was unable to match the current cabinet color and it was so far from what we originally wanted anywayHe said he talked to [redacted] and was told that our options were to match the current stain (which he couldn’t do), paint all the cabinets one color at no additional charge, or if we wanted to do the paint and gel stain process he’d cover the materials but we’d have to pay for laborI told [redacted] that I’d have to discuss with [redacted] but I’d guess that he’s not going to pay another penny than what was originally agreed and that is just to get an outcome similar to what we wanted in the beginning, regardless of the fact that it has taken so longI told him we’d been more than patient with them and had not made any formal complaints, but that would be our next step if they didn’t make this rightWith every mishap, [redacted] promised he would fix it and make us happyUnfortunately, they were unable to do this and the color just kept getting darker and darker, still with many inconsistencies and shades on the shells, drawers, and doorsI told [redacted] that I understand they already spent a lot on labor and materials in the other rounds of staining and attempts to fix, but that was not our fault and we shouldn’t have to pay for the extra timeI told him we’d call [redacted] that night, after soccer practice, and work it outWe called around 8pm and left a voicemailI also followed up with a text messageWe didn't hear back from [redacted] any further- 8/28/ [redacted] calledThis was the first time I had talked to him since Mother's DayWe spent a long time on the phoneWe discussed the issues with the cabinetsHe was told by [redacted] that we ordered a change to darker color and to fix them we’d have to pay the labor cost, which would be around $I disagreed with that and asked him to come and see the job, since he hadn’t done so, and I could show him all the issuesHe scheduled to come to the house on Wednesday 9/He later rescheduled for Friday 9/because [redacted] booked a sales call for him on Wed- 9/5/Met with [redacted] at the house at 2pmI pointed out all the problems with the cabinets, showed him the sample, discussed the issues with getting it “matched” and told him that we wanted the color of the sample, which [redacted] was able to do with a paint and faux wood grain finishAgain, he told me he couldn’t do that without charging us for laborHe stated that [redacted] told him we already changed it to a darker color, which wasn’t true, and he couldn’t do another changeI told him that I never wanted it darker and explained to him how the cabinets were all different shades after they rehung them in June and I asked [redacted] to even the out, but they ended up much darkerThis was not my choiceHe left with these options on the table: - they come back in Oct and match everything to the dark color and we pay the $balance or – they come back in Oct and do the faux finish for $ 9/8/ [redacted] called a lawyer, [redacted] , to get advice on this dispute then called ***He told [redacted] that if they don’t make the cabinets match the sample we agreed on we would file a lawsuit, have the cabinets refinished by a third party and sue them for the cost plus a refund of what we paid SD BrushworksThey discussed the problems we had experienced up to that point, our disappointment, the lack of management of the project, the amount of time this project had taken, the failure to resolve the issues to our satisfaction [redacted] then offered to come out in October and strip and refinish the cabinets to the color we desiredThis is the info [redacted] came out with after their phone call: Refinishing was scheduled for 10/6-10/ SD Brushworks would call me the week of 9/and schedule to come over and pick up an unfinished door from garage and make a sample for us Once the sample was agreed upon, they and we would sign it and then SD Brushworks would take one of the doors they stained and strip and stain it to match the sample Once we can see that they can repeat the sample on the doors after stripping them, we would move forward on 10/with the project 9/17/With no phone call to attempt to pick up sample, I texted [redacted] to find out when they were coming to pick up the panelNo reply 9/18/ [redacted] called [redacted] around 8:30AM and left him a message to call him or me to schedule to pick up the panel [redacted] followed up with an email stating they were having issues with their phonesHe also asked if the kitchen was the only area that needed workI replied to let him know it was the kitchen, a few spots on the entertainment center, the carpet stain in the office, toe kicks in all areas, small paint issues, stain spotch on tile near entertainment centerTold them again that the door for them to make a sample on would be on the porch for them to pick up at their convenience 9/22/No one had picked up the door for sample so I emailed again to let them know it was on the front porch 9/25/ [redacted] emailed and said they changed their mind about redoing the stain and offered us a partial refund of $(this was $for the kitchen portion less the $we still owed on the total project)I email replied that their offer was not acceptable because of the other areas that still needed to be fixed as well as the fact that we can’t have the kitchen redone for the amount they were offering to refundShe asked them to reconsider their offer and get back to us the next day 9/26/ [redacted] emailed and made many incorrect statements/assumptions about the original staining and payments that were made along with offers for us: - touch up the unfinished doors [redacted] worked on this summer and touch up any imperfections in the rest of the cabinets (leaving them the dark/blackish color), fix the stain on the carpet, touch up paint and collect balance dueOR – refund for $and they would still be willing to touch up the paint and clean the carpet stainHe said they would not normally offer a refund but their lawyer said it would be faster and cheaper to offer the refund We were so frustrated with the current state, what had transpired since the summer and attempted fixes and amount of time this was taking, the fact they promised to the kitchen and even rescheduled it, just to change their minds and break another promise to usI then replied with corrections to his statements regarding the original staining and payment issues in ***’s email because he had payment dates and details incorrectI told them we wanted all the issues resolved and the kitchen cabinets redone to our desired color or a full refund of the stain job of $I reminded them that they were in violation of their contract in regards to collection of payment before job was complete and changes that were made (which they were claiming were done per our request, which we never made a request to make them darker) that were not in writing- We have not heard from S&D Brushworks since 9/26/I guess they consider me calling, emailing, texting, begging them to call us and try to work this out (to avoid lawsuit) harrassmentI was considerably nice in my messages, trying to get them to come to negotiateThe week before Christmas, I did threaten a bad review for them, in hopes that would get them to replyI actually thought they went out of business or something because of the lack of communication, but when I viewed their website, I could see that they had updated it an seemed to still be in businessI continued to call and ask them to call me back over the next month or so before finally filing the complaint with Revdex.com.If they could have fixed the situation in the summer and matched the too-dark color, we would have let this go, but since they could not and even had the nerve to ask for more money to fix it, we just couldn't let it goThat's why we asked for the full refundWhen they didn't accept that we asked they negotiate with us (my "harrassing" emails, phone calls, texts)I feel that is much more than they deserve at this point, and after reading their response to my Revdex.com complaintWe do not want to hurt their business and that is why we didn't sue or make a bad review until the Revdex.com complaintI still wish they could resolve this with us in some wayAnyone that sees our kitchen is in disbelief that it looks so bad, is so inconsistent in color, has many flaws, has two black spray-painted door/drawer fronts, and was just left like thatI doubt anyone would want to hire them if they saw the results we gotThe fact remains that they tried to do a job, failed, made promises to fix it and then didn't come through on their promisesI can't beleive that it took a Revdex.com complaint for them to finally communicate with us againOf course, it was with great inaccuracy, but I have the truth in my document, text messages, photos, and a constant, daily reminder our cabinets! Regards, [redacted]
HiI received the request below and sending items in this emailThe contract is for $but the amount paid was $The reason for the difference was because we had another contract with them for paint for $Total was $There is an outstanding balance of $because they were supposed to come back and fix issues before final amount was paidThere are still issues outstanding on paint, which like the stain, are unresolvedTherefore, $was withheld from stain and $from paint until they "finished" the jobI have messages and emails from the owners of the company to this effect.Regards, [redacted]
Complaint # [redacted] On April 7, S&D Brushworks started a cabinet refinishing and painting project for [redacted] (client) at [redacted] ***The job included painting all walls in entry, living room, dining room, and kitchen as well as staining of the cabinets in the office, living room, and kitchen protocol for staining is to do all staining onsite so none of the cabinets leave the home at any timeA color sample of the client’s choice for stain is always made and showed to the customer prior to starting the job, which was done for [redacted] on several occasions [redacted] (owner) stopped by to check on the job and go over the details of the job with the clientAt the time all doors and part of the cabinets had been stained with the client’s choice of color [redacted] went over how the cabinets looked with [redacted] and the client expressed they seemed to be darker then what she had in mind [redacted] at this time could tell that this was not what the client was looking for and had S&D Brushwork employees stop the job [redacted] had employees strip all doors and work we had done with stainingAt this point, [redacted] then took over the project and let the clients know our goal is always 100% customer satisfactionTo attain this goal new samples of color for the cabinets were offered to Andruss samples of color were made for Andruss, but the client felt the colors were to red so more samples were made the same dayThe client then requested to look over the samples with her husband and I returned the following day to discuss it After the clients picked a sample they liked, again another sample of the stain was done on one of the striped doors to preview the finished product and to assure that the client liked the colorWe did this again to make sure the client would be happy with her choice of color before we began the process of re-staining againAfter the sample was completed, the customers assured [redacted] it would sufficeS&D Brushworks then proceeded to re-stain the cabinet’s onsite over the course of 3-daysThe finished products were dried in the living room of the client’s home and at no point in the duration of the job and the drying did [redacted] express any concerns or inform employees of any DissatisfactionAll the painting and staining was finished on FridayThe foremen reviewed the job with the client and received payment for the workAt this point the customer looked over the job seemed satisfied and issued the payment making the contract completed [redacted] sent a text message to [redacted] expressing that she was unhappy because the color was unevenAn official face-to-face meeting was arranged again where the client complained about uneven color and that the cabinets looked lighter in some spots, and darker in others-which is common for stain and that was explained to the clientAn offer was made to re-mask and prep kitchen to re-stain so all the cabinets look more even (staining never comes out even as wood accepts stain differently in areas) [redacted] was informed that it would result in all the color changing to the darkest shade on the cabinetThe client agreed, stating that she did not mind a darker color as long as the cabinets were more even, and a re-stain was scheduled again [redacted] took responsibility of re-staining the kitchen cabinets and the living room entertainment centerSince the client was absent at the time of completion, [redacted] left the premises after informing [redacted] that the job was done and asking about her thoughts on the result [redacted] sent a hostile text regarding her feelings about the re-stain and another face-to-face meeting was arranged with her husband present as wellIn the meeting the clients showed [redacted] the parts they were unhappy with and expressed that the stain was now too dark and [redacted] preferred the previous color [redacted] informed [redacted] there was nothing that could be done to make them lighter, so [redacted] husband suggested to re-face them and then asked for a full refund [redacted] then replied that a refund could not be issued as S&D Brushworks had over-invested in the job and exhausted materials on a high-quality stain for their cabinets Negotiations began for other options and it was agreed upon that [redacted] Deason (employee) with over years of experience would come for a consultationDeason spent a few days working on the entertainment center and when discussions on the kitchen began, the client then demanded that they receive a full-refund for the job or again of all the kitchen cabinetsMrs [redacted] threatened a law suit if their demands were not metS&D Brushworks then offered to do another touch up similar to the entertainment center, but the client refusedS&D Brushworks then consulted a lawyer who advised that all contact between the clients and S&D Brushworks should be done via email, and that a refund should be issued as lawyer fees can be expensive An email was sent to the client, [redacted] that she would be refunded $for the job, but the client demanded the full $cost of the job, even though this was the amount that included a desk with cabinets and entertainment center cabinets which had no concerns of dissatisfactionThe client at this time had only threats to sue, but no representation of a lawyer S&D Brushworks did not retaliate and after a few days with no communication to Andruss, the company received a notice allegedly from the client’s lawyer stating that S&D Brushworks had days to issue a refund or the company would suffer a lawsuit No issue of a refund was made to the client and the company awaited contact from Andruss’ lawyer, but no communication was ever received Shortly after [redacted] began harassing S&D Brushworks with phone calls and text messages threatening a bad review if the company refused to respond S&D Brushworks satisfied the contract when [redacted] reviewed the job and issued payment for work performed on the cabinets [redacted] still owes S&D Brushworks $for a separate contract that was signed for painting, which was completed with no dissatisfaction S&D Brushworks has gone above and beyond for [redacted] Andruss, and we continue to provide quality service to all our customers [redacted] signed a contract with S&D Brushworks, got a high quality stain more than once valued at more than $12,for the price of $2100, continued to receive impeccable customer service after having to fix the cabinets several times because the client wasn’t satisfied with her choice of color, and was offered a refund for just the cabinets which she then refused S&D Brushworks has remained loyal to our company values and this client has taken advantage of the company servicesThe company now requests that this review be taken down from Revdex.com, so we can continue to grow as a business and assure new and old customers that S&D Brushworks will remain in their lives, and we will never let their colors fade Thank you for letting me express my side to this matter, [redacted] R Deason Jr Owner [redacted] ll Co-Owner