Initial Business Response /* (1000, 9, 2015/08/12) */
Received business response via email on 8/12/15:
This was human error and did not fall under the category of Warranty. Yet we sent out our technician and he did a repair at no charge when we legitimately had every right to charge. When a...
person drops things on a surface this is human error, not product failure. This was claim# 1 completed 02/09/15. At no charge to client, though we should have charged the client for this is not a warranty issue. It happened again and I will be sending you forward emails so you can see we have been complaint to assist the client, yet the result was not to their liking when we informed they have to pay for the repairs when chips happen for object falling on the surface.
Here is the link so you can see this for yourself.
http://www.bayareacoatings.com/bathtub-refinishing-warranty.htm
We went above and beyond by sending out our technician to repair without expectation of payment. Yet we advise to care for the tub accordingly again and then we receive another request I ask that they follow protocol if they consider we need to go and do a warranty redo. The same issue happened again, the pictures were evaluated and the response was sent to the client, that the chipping was due to objects following on the surface and creating those chips, this is human error therefore not a warranty redo.
Please review and contact us with any inquiries you might have for we are more than happy to help and we take pride in being transparent in every way.
[redacted]
General Manager
Toll Free : X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 15, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading [redacted] response I am disappointed in his business and his stance. It should not take so many frustrating emails to only receive arguments to our concerns about the job that was done. What we expected was real customer service and the offer of someone, perhaps a manager to come view the job performed by a technician.
Rather than assume that his customer (us) could have a legitimate complaint, Mr. [redacted] chose to insist that we dropped something in the tub. Even though all our emails to his company informed him that we had been very careful from the beginning of having the job done. We never dropped anything in the tub.From the very beginning of having a problem with the surface of the tub, we contacted Bay Area Coatings and received nothing but push back. Not once did Mr. [redacted] offer to come out and see the issue for himself. All we received were accusations of what we did wrong. When finally I received the email that they would charge an additional $250 to fix the tub is when I had enough and filed the complaint. Mr. [redacted] only came out AFTER I filed the complaint with the Revdex.com.
Thank goodness he finally came out because then he saw the chip and the additional new pinpoint spots that were coming up on the tub surface. We explained that the technician that came out once to supposedly "fix the chip" was only here for 5 minutes if that long. The technician painted a dot of something (paint?) on the chip spot and then left. After explaining all this to Mr. [redacted] in person he was irritated with his technician and the job he did and then Mr. [redacted] stayed and repaired the chipped spot and smaller pinpoint spots himself. We hope that no more pinpoint spots appear in the surface of the tub.
My husband and I work in customer service and have since the 1980's. We do not feel that we ever received decent customer service except for when the company was trying to sell their service to us. After that, all niceties were dropped.
We believe Mr. [redacted] company needs to understand the importance of real customer service and retrain themselves in its importance.
Final Business Response /* (4000, 18, 2015/08/21) */
Request for repair was received. I as the owner of Bay Area Coatings, went to do the repair at no charge on August 8th, 2015.
Please see before and after pictures that are attached.
Thank you,
[redacted]
Final Consumer Response /* (2000, 20, 2015/08/24) */
8-24-15
Sent via email from consumer:
[redacted]
The owner came out and re-coated the spots that came out in the surface.
Initial Business Response /* (1000, 9, 2015/08/12) */
Received business response via email on 8/12/15:
This was human error and did not fall under the category of Warranty. Yet we sent out our technician and he did a repair at no charge when we legitimately had every right to charge. When a...
person drops things on a surface this is human error, not product failure. This was claim# 1 completed 02/09/15. At no charge to client, though we should have charged the client for this is not a warranty issue. It happened again and I will be sending you forward emails so you can see we have been complaint to assist the client, yet the result was not to their liking when we informed they have to pay for the repairs when chips happen for object falling on the surface.
Here is the link so you can see this for yourself.
http://www.bayareacoatings.com/bathtub-refinishing-warranty.htm
We went above and beyond by sending out our technician to repair without expectation of payment. Yet we advise to care for the tub accordingly again and then we receive another request I ask that they follow protocol if they consider we need to go and do a warranty redo. The same issue happened again, the pictures were evaluated and the response was sent to the client, that the chipping was due to objects following on the surface and creating those chips, this is human error therefore not a warranty redo.
Please review and contact us with any inquiries you might have for we are more than happy to help and we take pride in being transparent in every way.
[redacted]
General Manager
Toll Free : X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 15, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading [redacted] response I am disappointed in his business and his stance. It should not take so many frustrating emails to only receive arguments to our concerns about the job that was done. What we expected was real customer service and the offer of someone, perhaps a manager to come view the job performed by a technician.
Rather than assume that his customer (us) could have a legitimate complaint, Mr. [redacted] chose to insist that we dropped something in the tub. Even though all our emails to his company informed him that we had been very careful from the beginning of having the job done. We never dropped anything in the tub.From the very beginning of having a problem with the surface of the tub, we contacted Bay Area Coatings and received nothing but push back. Not once did Mr. [redacted] offer to come out and see the issue for himself. All we received were accusations of what we did wrong. When finally I received the email that they would charge an additional $250 to fix the tub is when I had enough and filed the complaint. Mr. [redacted] only came out AFTER I filed the complaint with the Revdex.com.
Thank goodness he finally came out because then he saw the chip and the additional new pinpoint spots that were coming up on the tub surface. We explained that the technician that came out once to supposedly "fix the chip" was only here for 5 minutes if that long. The technician painted a dot of something (paint?) on the chip spot and then left. After explaining all this to Mr. [redacted] in person he was irritated with his technician and the job he did and then Mr. [redacted] stayed and repaired the chipped spot and smaller pinpoint spots himself. We hope that no more pinpoint spots appear in the surface of the tub.
My husband and I work in customer service and have since the 1980's. We do not feel that we ever received decent customer service except for when the company was trying to sell their service to us. After that, all niceties were dropped.
We believe Mr. [redacted] company needs to understand the importance of real customer service and retrain themselves in its importance.
Final Business Response /* (4000, 18, 2015/08/21) */
Request for repair was received. I as the owner of Bay Area Coatings, went to do the repair at no charge on August 8th, 2015.
Please see before and after pictures that are attached.
Thank you,
[redacted]
Final Consumer Response /* (2000, 20, 2015/08/24) */
8-24-15
Sent via email from consumer:
[redacted]
The owner came out and re-coated the spots that came out in the surface.