Sir Grout

------ Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Wed, Jun 29, at 11:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] @myRevdex.com.org---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Wed, Jun 29, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com please stop the complaint sir grout mail me a checks for dollars id number [redacted] thank you ***

To whom it may concern:We have been in contact with [redacted] and have had multiple conversations which resulted in a refund back to him to have a painter address his issue of paint being removed from his baseboard We were informed by [redacted] that he was satisfied.Please let me know if you need additional information.Thank you,Ray C [redacted]

Initial Business Response /* (1000, 6, 2015/07/03) */
The customer's description of events and complaints are inaccurateFurthermore, pertinent details have been omitted
The facts are we waived our $job minimum as a courtesy to the customerWe always require a 20% deposit, though the
customer was charged less than 20% as a depositA deposit is standard for any service business with a contract for work to be completedIt is absolutely necessary to protect businesses in the event of unethical customer behavior, which unfortunately does occur
We tell every customer in which we're going to be working in their shower not to use it for hours priorWe should have charged the customer a trip fee of $because he didn't follow guidance provided
I was on vacation through Thursday 6/When I returned to the office on Friday 6/26, my employee discussed the matter with me, and before I could do anything further, I received a credit card dispute from my credit card processor that the customer had already filed a dispute for the $Since the customer chose not to give me a chance to contact him and/or provide a refund, I did not find it necessary to contact the customerHis $deposit was taken from our bank account on 6/
Overall, this is a mischaracterization of key events, and the customer has omitted key facts of his actions such as using the shower when it shouldn't have been used and already filing a credit card dispute in attempt to get his deposit back
Initial Consumer Rebuttal /* (3000, 8, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not true, but no surpriseI was never given instructions on the shower and the manager chose not resolve my complaintThat is why they are blaming meI did not dispute the credit charge until a few days agoI have the bank response dated July 11, I did not ask for a "waiver", of any kind, I asked for a free estimate as advertisedI was not aware of how much it would cost and they could have told me noI would have gone elsewhere and already haveI would also like a copy of this filed in the corporate office because they are allowing these bad business practicesThe shower bench needs to be removed and they gave me bad advice on that and changed their response to apparently avoid the workFirst they said cannot do it, then the person who came late to the house said it needed done? Payments should not be taken until the work is doneThey should just credit my deposit and let it be over, but are choosing deceptionLet the complaint stand
Final Business Response /* (4000, 15, 2015/07/31) */
I seem to be mistakenI was of the understanding that the customer had immediately disputed the deposit charge prior to the Revdex.com complaint being filedNow it is my understanding that the customer only very recently placed a dispute on the charge; probably because I kept referencing disputing the cc chargeThat is my error, and I apologizeIt was never our intent to require the customer to dispute the charge in order to get his refundI just thought that the charge had already been disputed
Concerning deposits, that is a routine practice that we apply 100% to all client contractsIt is routine for the industryThe reason we collect deposits are numerous, but the two most important reasons are one, we sometimes have to purchase material specific to a project that cannot be returnedTwo, and this is THE most important reason, sometimes clients will attempt to cancel their work order on the day of the work appointment when our Technician is standing at their front doorWhile the client in this Revdex.com case might never do that, you'd be amazed that it happens more frequently than you'd expectI have a policy that if I have my Technician show up to work and drive to an appointment, I am paying him for the entire day no matter whatI think that's the fair thing to do for my employeesI must have protection from unscrupulous customers in this instance, and that is why a deposit is requiredWe also have a business day return policy for deposits, so it's not like we aren't reasonable about someone changing their mindI hope you can understand and respect our policy
Final Consumer Response /* (4200, 17, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I provided these detailsI did not dispute the charge "immediately", but I did dispute it and gave the dateI believe it is "unscrupulous" to require customer deposits before the work is doneIt is very unusual and most business do not do it, but I realize some doThat is their callThat is not the primary issue of concernNo material or parts were ordered for my shower, so when the work could not be done I requested my deposit back, but the company ignored meMy deposit should HAVE BEEN RETURNED TO ME WITHOUT QUESTIONIt was notMy calls and e-mails were ignored until I filed this complaintAll the company had to do was give the deposit back because the work was never doneAnd its a good thing too because there is water damage under the shower bench and Sir Grout "does not do that type of work", per the manager and the employee who showed up at my house late the day of the appointmentIn my opinion, this complaint should stand to help other consumers make informed decisions about this company

Complaint: ***
I am rejecting this response because: The company has made no attempt to contact me and has not refunded any of my money
Sincerely,
*** ***

I had this company come out and give me a quote for a shower that is years old This was $600!!! I had to call him multiple times just to get a quote After I got a quote, I had to call again multiple times to schedule an appointment This entire process took over months! Then he came out and did the work and the caulking was a super dark grey whereas the entire bathroom is caulked in a light grey Now when you walk into my bathroom, that is ALL you focus on and see I called him and he said that that they only have caulking colors to choose from and that this was offered to us to choose from … THIS WAS NEVER OFFERED OR MENTIONED THAT THE CAULKING WOULDN'T MATCH Never were any samples or photos offered that we could pick the caulking color He said we chose this color - WRONG I told him that I would have easily supplied him with the correct coloring caulk but this was NEVER MENTIONED He says that he will most definitely come back and replace it for $195!!! What a joke I wouldn't allow these people back in my home Go with ANY other company Very unprofessional Argued with me on the phone

------ Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Wed, Jun 29, 2016 at 11:51 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To:...

[redacted]@myRevdex.com.org---------- Forwarded message ----------From: [redacted]Date: Wed, Jun 29, 2016 at 9:23 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com please stop the complaint sir grout mail me a checks for 200.00 dollars id number [redacted] thank you [redacted]

To whom it may concern:We have been in contact with [redacted] and have had multiple conversations which resulted in a refund back to him to have a painter address his issue of paint being removed from his baseboard.  We were informed by [redacted] that he was satisfied.Please let me know if you need additional information.Thank you,Ray C[redacted]

I am concerned that the description of the complaint does not match what I've been told by the employee working with the client.  I will contact the client directly to discuss and seek resolution.