SPOTLESS SOLUTIONS

Case# [redacted] To Whom It May Concern & [redacted] I had tile installation performed by MF of SSIt was completed on 19th January at about 9PMI left the next morning for a planned vacation and therefore did not have adequate time to do a thorough inspection of the work.When I returned home, I did a very detailed inspection and found egregious mistakes in his workAmong these were substitution of grout for tile, uneven edges as a result of not using leveling tools, and no effort given to cleaning out the thick grout film from my kitchen sink.In my complaint to [redacted] ***, where I found this company, I sought a solution to his mistakesOne solution offered to me was that he fix his mistakes, but the problem is that the tile was a closeout and no longer availableI also did not trust him to do the work right if it couldn’t be done right the first timeThe only solution I see is to have the full job redone by a craftsman who knows how to tile properlyWhat I was told by a representative of his insurance company was that SS company did not possess the proper insurance to settle the disputeTherefore I am left with a messy job and have paid for poor work[redacted] has now considered the claim a “No Resolution”, but I would like to know if there is recourse to be found with the Revdex.comTherefore, as I originally requested, re-imbursement for his labor and supplies that I paid for and materials I purchased, still stands as stated on [redacted] ***plaint For your reference, details of the offer I reviewed appear belowI have included copies of;1) filing complaint with [redacted] ***2) my letter to [redacted] ***3) communication with [redacted] - [redacted] 4) options to resolve issues from [redacted] and MrF and SS5) insurance denial6) final “unresolved” decision from [redacted] ***7) # photos of main and master bathrooms and kitchen.Awaiting your review.Sincerely, [redacted] ***

To whom it may concern, After reviewing the final complaint filed by MsDonna [redacted] , it has become apparent that this customer has no desire to rectify this issue in terms of a fair and equal compromiseIn years of owning this company, this is the first time I have ever had to be put in a situation such as thisI have remained willing to work with the customer in regards to fixing the issues, however she refuses to speak to me directly either by phone or email, and she has clearly stated that "I will Not invite MrF back into my home again." I don't feel that anyone has the right to say they are perfect, but what has brought Spotless Solutions Success over the years is we warranty our work and we will make it right for youHowever, we have been told that she will not allow us to do that and she demands $When the total price for install was The customer states that I am unskilled and unqualified, however 400+ [redacted] A rated reviews disagree with herThe complaints at this point have become so pettyI have been told that she watches HGTV so she is educated in these services and considers herself more knowledgeable about these service then meWell I have watched Die Hard times and guess what I still can't jump from a HelicopterI am honestly shocked that I am getting complaints that I cannot keep windex from freezing in sub-zero temperatures and arguing my claim of an estimated year old towel bar to just tell me its only years oldFrankly I am not going to argue such trivial parts with this customer any longer.As I clearly stated in my last response, the tile for the kitchen may have been purchased at the same time, however that has no indication that it was all from the same lot #Again this is why ***.com, clearly states "Variation in size, shade and texture is an inherent characteristic of all tiles; room scene represents tiles only." If you read the reviews this is an issue that is seen in this tile by contractorsA review posted to ***.com clearly states“The tiles were not only different sizes (a little variation is expected), but they were all out of square as wellVery disappointed in the quality in these tiles!!" Customer claims that I never used a level and that we only used a vacuum to clean upHere in the pictures below you can clearly see my level that was used to plumb up the first courseAgain stated above, these tiles vary in size and cannot be trimmed down because they have a pre - set grout joint built in to themAlso, the customer was told that the counters and the cabinets were not perfectly level this is why we had to add the cut piece in next to the cabinetShe was told that the day of serviceAlso in my following pictures, you will see the tile layout process and the final cleaned up result which is another argument the customer has is that we did not clean up after ourselvesThese pictures clearly show that is absolutely not trueThe claim to the insurance, which by the way is the first time I ever had to use it, is the required level of insurance for a contractor in the state of Pennsylvania, and it is actually above what most carry, because of the contracts we serviceHowever, her claim was not declined because of the level of insurance, but the fact that the insurance does not cover loss which means that there was no damage done to her home or materials by spotless solutions, which is what the insurance coversIf you are in a car accident the owner files a claim on their insurance to cover damages, and they will get an approved valueso if you have a $40,car and it has $in damages the insurance is not going to give you $80,to pay off the car and get you a new car.Regarding the grouting issues in the middle bathroomThis is a non-sanded groutSo it is very fragile I had to ask the customer to wipe it down one last time in the am before she leaves, because it was late, it was not set up enough, and she was leaving the next day so I could not come backShe did agree to do thisNow this is important, because all areas were fully grouted when we left, however if the grout set up on the face of the tile for longer than hours it becomes hard, and because it is unsanded if you scrape at it, it will crumble and fall out of the groovesThis is a very fragile tile and with only an 1/8" of space to fill it is very easy for this to happenNow This is a simple fix 10-minutes topsMix up the grout, which she still has and touch up the areas where it fell outThis happens a lot and with all of my other customers we will gladly go back and touch up the grout if it became loose.In regards to the master bath, again I took responsibility on that, I do feel that the side by the light switch should be redone, and the right side of the vanity, which again is a process that needs to remove the old and repair any drywall issues and reset the new tileThis is a very small area in comparison and would take 8-hours to repair properlyThe following pictures show the final product cleaned up and fully grouted and ready for the customer, as stated above both were requested for a final wipe down in the am with a damp rag, taking all of 5-minutesWE would have gladly done this for her however, she was leaving for vacation and told us she would take care of itHad she noticed any weak grout at that time, all she would have had to do was contact us and we would have gladly come out as soon as she got back and we could have taken care of those issues immediatelyInstead of dragging this onFinally, she refused to take my offer of the amount of $which is very fair in regards to the issues that she is presenting, and it was a fair attempt to rectify this situationI am willing to send her a refund for:Master bathroom Tile install $ 25% of hailway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of ***.com)sheets of cashmere glass mosaic @ $5/ sheet $box of mortar $box of grout $12.47The amount I would be willing to send Ms [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for herAgain she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refundAt this point Spotless Solutions has regretfully exhausted all of our optionsI refuse to refund Ms [redacted] $for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Masterbathroom, properly removed there will be no damage including my labor and my materialsThe hallway bathroom tile will be final rinsed of all excess grout, and touch up needed groutIf the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of ***.com) sheets of cashmere glass mosaic @ $5/ sheet $box of mortar $ box of grout $The amount I would be willing to send Ms [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $She insists on her price of $2800, which is an assumed cost of repairs, and an assumed cost of materials even though I have proven these materials are till readily available on ***.comNow I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for herAgain she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refundAt this point Spotless Solutions has regretfully exhausted all of our optionsI refuse to refund Ms [redacted] $for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Master bathroom, properly removed there will be no damage including my labor and my materialsThe hallway bathroom tile will be final rinsed of all excess grout, and touch up needed groutIf the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of ***.com)sheets of cashmere glass mosaic @ $5/ sheet $box of mortar $box of grout $Option 2: Customer has chosen that I do not come back to her home to the tile work in the master bathroom myselfSo any costs the customer is charged from a third party contractor is solely her responsibility.Either decision the customer must remove all negative reviews No further complaints or issues can be filed.If the customer cannot agree to the above offer's; then regretfully I feel that we have met a stalemate in our resolutionIt is not of our service or practice to get to this point but the customer has clearly become unwilling in ail regards to rectify this with us.In conclusion, I cannot accept nor deny that the pictures that Ms [redacted] accurately depict the work performed by Spotless SolutionsThis is why it is our practice, that if there is ever an issue we request that the customer meets with us so that we can have the opportunity to assess the situation with the customer and to come up with a realistic resolution togetherUnfortunately, we have been denied that opportunity to assess the work ourselves, denied any communication, denied the opportunity to correct the errors based on her accusations without the assessment, and finally denied the settlement option based again purely on her assessment of the servicesI feel that we have shown that we are more than willing to work with this customer in any way that we possibly can, despite the fact that she is unwilling to cooperate with usSincerely, Michael F [redacted] C/o: Spotless Solutions

To Whom It May Concern:We are very sorry that the customer is not pleased with the resultsWe certainly want all of our customers to be happy with the work that is being doneMike, the owner, himself was on this job and he would never leave a job messy or leave someone's house looking anything other than perfectShe was happy with the job when he left.We have made two phone call attempts and email attempt to the customer to resolve the issue, as we would like to go out and see the job for ourselves and reviewIf there are legitimate issues we would be more than happy to fix itShe has not returned our phone callsWe never had any indication that she was unhappy with the work, until several months after the job had been completedWe are willing to fix the mistake, but we will not just refund money on a job that we have not inspected ourselves.If the customer is willing to work with us and let us come out and view the issues, then we can discuss a resolutionLike we stated before, we never want a customer to be unhappy.Thanks,Ahava FC/O Spotless Solutions

To whom it may concern,After reviewing the final complaint filed by Ms. Donna [redacted] , it has become apparent that this customer has no desire to rectify this issue in terms of a fair and equal compromise. In 15 years of owning this company, this is the first time I have ever had to be put in a situation such as this. I have remained willing to work with the customer in regards to fixing the issues, however she refuses to speak to me directly either by phone or email, and she has clearly stated that "I will Not invite Mr. F back into my home again." I don't feel that anyone has the right to say they are perfect, but what has brought Spotless Solutions Success over the years is we warranty our work and we will make it right for you.... However, we have been told that she will not allow us to do that and she demands $2800. When the total price for install was 1550....The customer states that I am unskilled and unqualified, however 400+ [redacted] A rated reviews disagree with her. The complaints at this point have become so petty. I have been told that she watches HGTV so she is educated in these services and considers herself more knowledgeable about these service then me. Well I have watched Die Hard 100 times and guess what I still can't jump from a Helicopter. I am honestly shocked that I am getting complaints that I cannot keep windex from freezing in sub-zero temperatures and arguing my claim of an estimated 10 year old towel bar to just tell me its only 8 years old. Frankly I am not going to argue such trivial parts with this customer any longer.As I clearly stated in my last response, the tile for the kitchen may have been purchased at the same time, however that has no indication that it was all from the same lot #. Again this is why ***.com, clearly states "Variation in size, shade and texture is an inherent characteristic of all tiles; room scene represents tiles only." If you read the reviews this is an issue that is seen in this tile by contractors. A review posted to ***.com clearly states... “The tiles were not only different sizes (a little variation is expected), but they were all out of square as well. Very disappointed in the quality in these tiles!!" Customer claims that I never used a level and that we only used a vacuum to clean up. Here in the pictures below you can clearly see my level that was used to plumb up the first course. Again stated above, these tiles vary in size and cannot be trimmed down because they have a pre - set grout joint built in to them. Also, the customer was told that the counters and the cabinets were not perfectly level this is why we had to add the cut piece in next to the cabinet. She was told that the day of service. Also in my following pictures, you will see the tile layout process and the final cleaned up result which is another argument the customer has is that we did not clean up after ourselves.... These pictures clearly show that is absolutely not true.The claim to the insurance, which by the way is the first time I ever had to use it, is the required level of insurance for a contractor in the state of Pennsylvania, and it is actually above what most carry, because of the contracts we service. However, her claim was not declined because of the level of insurance, but the fact that the insurance does not cover loss which means that there was no damage done to her home or materials by spotless solutions, which is what the insurance covers. If you are in a car accident the owner files a claim on their insurance to cover damages, and they will get an approved value... so if you have a $40,000 car and it has $8000 in damages the insurance is not going to give you $80,000 to pay off the car and get you a new car.Regarding the grouting issues in the middle bathroom. This is a non-sanded grout. So it is very fragile. I had to ask the customer to wipe it down one last time in the am before she leaves, because it was late, it was not set up enough, and she was leaving the next day so I could not come back. She did agree to do this. Now this is important, because all areas were fully grouted when we left, however if the grout set up on the face of the tile for longer than 8 hours it becomes hard, and because it is unsanded if you scrape at it, it will crumble and fall out of the grooves. This is a very fragile tile and with only an 1/8" of space to fill it is very easy for this to happen. Now This is a simple fix 10-20 minutes tops.... Mix up the grout, which she still has and touch up the areas where it fell out... This happens a lot and with all of my other customers we will gladly go back and touch up the grout if it became loose.In regards to the master bath, again I took responsibility on that, I do feel that the side by the light switch should be redone, and the right side of the vanity, which again is a process that needs to remove the old and repair any drywall issues and reset the new tile. This is a very small area in comparison and would take 8-12 hours to repair properly.The following pictures show the final product cleaned up and fully grouted and ready for the customer, as stated above both were requested for a final wipe down in the am with a damp rag, taking all of 5-10 minutes. WE would have gladly done this for her however, she was leaving for vacation and told us she would take care of it. Had she noticed any weak grout at that time, all she would have had to do was contact us and we would have gladly come out as soon as she got back and we could have taken care of those issues immediately. Instead of dragging this on.Finally, she refused to take my offer of the amount of $597.59 which is very fair in regards to the issues that she is presenting, and it was a fair attempt to rectify this situation.I am willing to send her a refund for:Master bathroom Tile install $425 25% of hailway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of ***.com)8 sheets of cashmere glass mosaic @ $5/ sheet $40 1 box of mortar $13.87 1 box of grout $12.47The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for her. Again she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refund. At this point Spotless Solutions has regretfully exhausted all of our options. I refuse to refund Ms. [redacted] $2800 for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my 2 options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Masterbathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refundThe master bath materials (based off of ***.com)8 sheets of cashmere glass mosaic @ $5/ sheet $401 box of mortar $13.87 1 box of grout $12.49The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59She insists on her price of $2800, which is an assumed cost of repairs, and an assumed cost of materials even though I have proven these materials are till readily available on ***.com.Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for her. Again she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refund. At this point Spotless Solutions has regretfully exhausted all of our options. I refuse to refund Ms. [redacted] $2800 for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my 2 options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Master bathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of ***.com)8 sheets of cashmere glass mosaic @ $5/ sheet $401 box of mortar $13.871 box of grout $12.47Option 2: Customer has chosen that I do not come back to her home to re-do the tile work in the master bathroom myself. So any costs the customer is charged from a third party contractor is solely her responsibility.Either decision the customer must remove all negative reviews No further complaints or issues can be filed.If the customer cannot agree to the above offer's; then regretfully I feel that we have met a stalemate in our resolution. It is not of our service or practice to get to this point but the customer has clearly become unwilling in ail regards to rectify this with us.In conclusion, I cannot accept nor deny that the pictures that Ms. [redacted] accurately depict the work performed by Spotless Solutions. This is why it is our practice, that if there is ever an issue we request that the customer meets with us so that we can have the opportunity to assess the situation with the customer and to come up with a realistic resolution together. Unfortunately, we have been denied that opportunity to assess the work ourselves, denied any communication, denied the opportunity to correct the errors based on her accusations without the assessment, and finally denied the settlement option based again purely on her assessment of the services. I feel that we have shown that we are more than willing to work with this customer in any way that we possibly can, despite the fact that she is unwilling to cooperate with us.Sincerely,Michael FC/o: Spotless Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowTo Whom it May Concern:
Main Points of Rebuttal
I hire people I trust will do the work right the first timeI will NOT invite MrF back into myhome again because of the poor quality of work done in my home by his company.Specifically:The laying of the kitchen subway tiles was flawed from the beginning with incorrect cuts of tiles causing the resulting gap above the stove.The caulking job around the bathtub was redone one time, not times (as he alleged by MrF.) because there were obvious gaps in the "seal”.The bathroom towel bars removed by MrFwere not years oldThey were bought and installed at the end of 2008, and my daughter easily and carefully removed the remaining barsShe was able to do this without any damage to the ones she removedI spend my money cautiously and expect that a professional will respect my choices.Specifically:The 3x6" subway tiles were all purchased at one time, with knowledge that all were from the same lotProof of this is on my *** receipt dated 01/08/tiles equals boxes.The tiles MrFpurchased were for edging purposes and had no bearing whatsoever on the blatant mistakes in affixing the wall tiles - specifically the obvious gap in the center of the wall above the stove.The main and master bathroom tiles (#42) were also purchased at a clearance price at$eachIn MrF's installation of these tiles, there are gaps where grout is missing and gaps where tile should have been but is filled with grout insteadAlso gaps in grouting at kitchen window sillA DIY Channel explanation regarding tiling clearly states that grout is not pushed into seams at wipe down - it is done when appliedTo blame me for the errors in this is absurd.New Pictures # through show these errorsI expect that professionals who do work in a customer's home will accept responsibility toleave the home as cleanly as it was found.Specifically:MrFmay have used a vacuum to clean up some of the dust in the bathroom, but a finecement dust still remained that evening on the toilet tank and bowl as well as on the sink and the floorI had to clean these myselfThe assistant of MrFmay have had booties on in the home, but I saw with my own eyes that he came in and out of the house with the booties on, therefore bringing outside dirt in.Regarding the Windex, I agree that the weather was rather cold, but if he was in thisbusiness for as long as he states, he would know how to protect his materials from the elementsBecause there are so many egregious errors in the work done by MrF, I tried to resolve the issue with *** ***MrFeven stated that insurance would resolve these issues as one Of his options with *** ***, but it turned out that he did not ave the proper coverageMy review of his work was within one month - not the months as he stated.My initial correspondence with *** *** was 02/18/His job ended 01/19/Denial by MrFinsurance dated 03/11/2016.*** *** resolution Process was concluded as unresolved 03/14/2016.My only recourse in this situation became the need to contact the Revdex.com and the Attorney General's OfficeI had hopes that the original job to which I agreed would be done right the first timeWhen it wasn't done to my satisfaction as a paying customer, I had to take the necessary steps to rectify this situationI cannot accept MrFcompromisesI stand by my original demands(The receipts were submitted earlier.)
Only then I will consider removing his negative reviewsSincerely,
*** ***

Case# ***To Whom It May Concern &*** *** ***I had tile installation performed by MF of SSIt was completed on 19th January at about 9PMI left the next morning for a planned vacation and therefore did not have adequate time to do a thorough inspection of the work.When I returned home, I did a very detailed inspection and found egregious mistakes in his workAmong these were substitution of grout for tile, uneven edges as a result of not using leveling tools, and no effort given to cleaning out the thick grout film from my kitchen sink.In my complaint to *** ***, where I found this company, I sought a solution to his mistakesOne solution offered to me was that he fix his mistakes, but the problem is that the tile was a closeout and no longer availableI also did not trust him to do the work right if it couldn’t be done right the first timeThe only solution I see is to have the full job redone by a craftsman who knows how to tile properlyWhat I was told by a representative of his insurance company was that SS company did not possess the proper insurance to settle the disputeTherefore I am left with a messy job and have paid for poor work.*** *** has now considered the claim a “No Resolution”, but I would like to know if there is recourse to be found with the Revdex.comTherefore, as I originally requested, re-imbursement for his labor and supplies that I paid for and materials I purchased, still stands as stated on *** ***.plaint. For your reference, details of the offer I reviewed appear below.I have included copies of;1) filing complaint with *** ***2) my letter to *** ***3) communication with *** *** - *** ***4) options to resolve issues from *** *** and MrF and SS5) insurance denial6) final “unresolved” decision from *** ***7) # photos of main and master bathrooms and kitchen.Awaiting your review.Sincerely,*** *** *** *** *** *** *** ** ***

To whom it may concern.We have been in business for nearly years and have serviced many customers, remaining an A rated service provider on *** *** every year for the past yearsNever had I had an issue before with any sort of 3rd party resolution center, because we pride ourselves in guaranteeing the customers satisfactionNow that does not mean that mistakes don't happen, but what sets us apart from other contractors is that when a mistake is made, we come and make it rightNo one is perfect, but we want and expect nothing less than our customer's satisfaction, and our reviews show that.We were contracted for a Handyman service for Ms*** *** through *** ***, to which we were hired to do some miscellaneous jobsOne of which was to fix drywall in her garage that she had a previous contractor do for her and she was very unhappy with his workWe were able to remove the areas she was unhappy with, rebuild the bulk head, and finish to her expectationsShe had some tile issues in her main bathroom that we were able to repair and she was so meticulous about how the floor felt under her feet, but I stayed until it was perfect for herShe also wanted us to caulk around her shower and we had to redo it times without charging her a penny for the additional timeSo in those services I knew that she was going to be meticulous, but we did everything we could to make her happyHowever, we guarantee our service and we want to make sure the customer is happy with the final result.Because I was so diligent with my services, she asked about the backsplash installation because she had purchased tile at a "discounted rate."We submitted a bid and she accepted our offer as long as we could complete before she went away for vacationWe agreed upon the dates and were willing to do whatever we had to do, including staying late every evening to complete the task for her.We Take great pride in the name "Spotless Solutions"We set up the tile saw in the garage and put tarps around everything to make sure that nothing got dirty from cutting and we had a drop at the front doorWe wore booties through-out the entire day, and we would take them off at the front door before we would go to the truck and put them back on when we came back inAnd at the end of the day no matter how late it was we would make sure that we fully cleaned her house before we leftIt is construction and yes it will make a messKnowing this we always bring our own sweeper and cleaning supplies, which we hadBut it was below zero outside so all of the cleaning supplies had frozenSo yes I had to borrow her WindexThe fact that I used her Windex is such a petty complaint, however it proves to you that I cleaned upI even went as far as to Mop her floor times to guarantee there was no dust, dirt, salt or snowWhy would I go through all of this trouble and wear my booties outside....?Now my confusion in this whole process was she was happy with the work at the end of the Job, she walked through with me at completion, and stood over my shoulder the entire process, so it's not like she didn't inspect the workEverything she would point at we would fix for her, until she was happy, just like we had done for the handy man dealNow we completed the service and months later is the first I hear of the complaintTo which I immediately call her and email herNo responseTo her escalated responses through *** ***, our insurance, The Revdex.com and The Attorney GeneralI have now called her times leaving messages every time and emailed her more times, however she has yet to
contact me directly to work this outI want nothing more than to resolve this without having to go to this level, because I care so greatly about our customer's happiness and obviously our reviews that our future customers readShe won't talk to me, respond to any emails or phone calls, and absolutely refuses to have any interaction with meThis makes it impossible to resolve because she is just demanding a check, which I absolutely refuse to send a check for the labor, materials, and the cost for her to have it redone.So Allow me to explain the tiling from a professional standpointThe Pictures she has sent of the kitchen, do not justify any lack of construction on my partThe tile was purchased from different *** and at multiple timesNow this may not seem like an issue, however ail of these tiles are not made at the same exact time and from the same exact moldThese tiles do not require spacing like a stand tile does, they fit together tightly against each otherAnd the tiles have a space that allows you to grout in a premade grout line on the tile itselfNow the tile is set level in the corner, which a level is always used for that and was so that day, but throughout the stretch of the kitchen and in her case it was over a foot span the spacing can changeNow I went to *** on 5/1/2016, These tiles are still readily available, and in the attached photos you can see that tiles from different boxes can differ as much as 1/to 1/of an inchThese may not seem like much but over the course of the wall this will make your line appear slightly off in placesStandard tile you can adjust for this with the spacing between tilesTo keep your line perpendicular.Copied directly from ***.com (Please see fine print)American Olean Starting Line White Gloss
Ceramic Wall Tile (Common: 3-in x 6-in;
Actual: 3-in x 6-in)$0.22Variation in size, shade and texture is an inherent characteristic of all tilesThe picture that she shows in example she claims is the beginning course, is actually not the case at all, this is to the left of her stove and smaller wall cabinet putting this picture nearly feet from the first leveled out courseThe tiles that are not exact are simply because of the difference in sizes of the tile which again you can see in my attached picturesNow because of the difference in size this is why you see photo # 10, we had to adjust for that difference and this was very clearly described to and agreed upon by Ms*** the day of serviceShe also has found issue in pictures 4, and about the spacing under the cabinetsI advised her of this when we were there and she was fine with it at the time of serviceWe always leave a space under cabinetsWood swells and can push up and down on the top row if they are fit tightly against the cabinetThis doesn't happen all the time but when it does it can
make a mess of the tile so we leave a little gap that we fill with the grout colored caulking, now again we have done this hundreds of times before and customers always are happy with this because the only way you can see it is to actually stick your head under the cabinet and look up at that spacethis cannot be seen in your field of vision of the backsplashAgain these issues were discussed and explained to her the date of service and were accepted and agreed upon.The tile that was used for the Main bathroom and the hall bathroom, Is exactly the sameWhich she claims that it cannot be purchased any longerThis is absolutely not true, this is still easily purchased online at ***.com for $each or if unavailable to your local *** within miles, it can be special order at the store, and the price becomes $and they ship it to youplease see attached photosIn the main bathroom there is nothing wrong with the installation of that tile in any wayThe Final night of service we stayed past 10pm to make sure that it was finished before she left for vacationI was very clear with her and said it to her multiple times, that the tile was installed and cleaned, but it was not set up enough in either bathroom for a final wipe downThe final wipe down is very important because it makes sure that all the glass is crystal clear and grout is off the surfaces and pushed into the grout lines.I advised Ms*** of the situation, due to it being so late and her leaving for vacation in the morning, she said she would wipe it down that last timeThis is a very simple process, just a wet rag and a scrub down and dry with a clean ragI explained the process and she said that she would do it in the morningNow I would never put this on a customer, but the time was up and we could not wait around for it to set up enough to do this final stepNow if this step is not done, the grout hardens to the face of the tile, the grout is not moved into the grout lines, making them weak and brittle so they can crack outI was under the assumption that she was going to do soWell the pictures clearly show the final wipe was not doneHad this been completed, issues 5,7,8,10,11, and would not be thereAs you can see this did not happen in the kitchen because it had hardened up enough to do the final wipe on it, this was not the case in the bathroom and Ms*** again said she would take care of it or I would have gladly done it for her when I came backWhich is the irony to this whole situationShe was so happy with us while we were there that she wanted a bid on painting her kitchen and we had scheduled that service for when she returnedNow much to my surprise when I called her to confirm our upcoming paint appointment she said she was cancelling our future work, then months later the complaints began to roll in.As for the master bathroom, as I stated in the beginning, no one is perfect, and I had a sub work with me on this job and he was in charge of the master bathroomI am not blaming him, I should have been more hands on in this area, and the tile work against the door frame, and how crooked the main line is, really is not acceptableI am in agreement with Ms*** on this that this needs to be fixedWith any other customer I would have been there and already had this job completed but she has chosen to go this route and no longer have direct communication with meAs I stated above I want to resolve this matter as quickly as possibleHowever, I feel that she is trying to degrade our Company everywhere she can while demanding I send her a check far above the cost of this job, the cost of materials, and the cost of repairsI am sorry but I feel this is absolutely unethicalI am in no way agreeing to Ms*** break down of her resolution cost of $She is asking essentially that I refund her money entirely for the work and then double it back for herI don't know how she can justify even asking this when she clearly states in her letter on page "I do not want to go through the teardown in there," Referring to the kitchenI truthfully wish I was allowed the opportunity to speak with the customer directly to resolve these issues, because this would have been taken care of long before nowHowever, she refuses to talk to me, and I am refusing the resolution cost of $2800.I will present an offer in compromiseWith this, I expect all negative reviews of spotless Solutions to be removed from Angies list, The Revdex.com, And the Attorney General, I work too hard and to diligently to have future customers seeing this type of review.Option 1: She allows me to come back and completely remove and replace all tile in the Masterbathroom, properly removed there will be no damage including my labor and my materialsThe hallway bathroom tile will be final rinsed of all excess grout, and touch up needed groutIf the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $
25% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund
The master bath materials (based off of ***.com)sheets of cashmere glass mosaic @ $5/ sheet $
box of mortar $
box of grout $The amount I would be willing to send Ms*** to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $Option 2: Customer has chosen that I do not come back to her home to the tile work in the master bathroom myselfSo any costs the customer is charged from a third party contractor is solely her responsibility.Either decision the customer must remove all negative reviews
No further complaints or issues can be filedAs she noted the clips for the towel bars did break, these were at least years old and the clips become loose and fragile over time this is unfortunately something that can happen during a demo processWe cannot take responsibility for pre-existing hardwareWe did however try to contact the company and because of the date of purchase the product was no longer in the system to be able to honor their lifetime warranty.Please let us know as soon as possible, the decision that Ms*** makesI want to get this resolved as quickly as I possibly canI would like to apologize to her that she was not satisfied with our services, because our customer satisfaction is our number missionWe stand behind our work 100%, and had I had the opportunity to work with her directly this would have never had to get to this pointSincerel,Michael FC/o: Spotless SolutionsSpotless Solutions will keep you shining!!!!

I purchased "handyman services" through *** *** for several jobs that needed attention in my home I purchased the products, (mostly), for performance of such jobs When jobs were complete, I found the quality of tiling workmanship poorI have taken photos of the complaints At first I complained to *** ***, and they took me through the resolution processI first suggested he reimburse me for the job and cost of my purchase of materials He did not agree MrMichael F*, owner of business suggested he review the work and fix it I NEVER want him to fix and make it right If he couldn't do it the first time, second time won't be any better He also suggested his insurance company to settle claim, but this is NOT covered under his policyThat is why I am seeking your help for a resolution in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To Whom it May Concern:Main Points of Rebuttal1. I hire people I trust will do the work right the first time. I will NOT invite Mr. F back into myhome again because of the poor quality of work done in my home by his company.Specifically:The laying of the kitchen subway tiles was flawed from the beginning with incorrect cuts of tiles causing the resulting gap above the stove.The caulking job around the bathtub was redone one time, not 4 times (as he alleged by Mr. F.) because there were obvious gaps in the "seal”.The bathroom towel bars removed by Mr. F. were not 10 years old. They were bought and installed at the end of 2008, and my daughter easily and carefully removed the remaining bars. She was able to do this without any damage to the ones she removed.2. I spend my money cautiously and expect that a professional will respect my choices.Specifically:The 3x6" subway tiles were all purchased at one time, with knowledge that all were from the same lot. Proof of this is on my [redacted] receipt dated 01/08/2016. 400 tiles equals 4 boxes.The tiles Mr. F. purchased were for edging purposes and had no bearing whatsoever on the blatant mistakes in affixing the wall tiles - specifically the obvious gap in the center of the wall above the stove.The main and master bathroom tiles (#42) were also purchased at a clearance price at$2.99 each. In Mr. F's installation of these tiles, there are gaps where grout is missing and gaps where tile should have been but is filled with grout instead. Also gaps in grouting at kitchen window sill. A DIY Channel explanation regarding tiling clearly states that grout is not pushed into seams at wipe down - it is done when applied. To blame me for the errors in this is absurd.New Pictures # 1 through 16 show these errors.3. I expect that professionals who do work in a customer's home will accept responsibility toleave the home as cleanly as it was found.Specifically:Mr. F. may have used a vacuum to clean up some of the dust in the bathroom, but a finecement dust still remained that evening on the toilet tank and bowl as well as on the sink and the floor. I had to clean these myself.The assistant of Mr. F. may have had booties on in the home, but I saw with my own eyes that he came in and out of the house with the booties on, therefore bringing outside dirt in.Regarding the Windex, I agree that the weather was rather cold, but if he was in thisbusiness for as long as he states, he would know how to protect his materials from the elements.4. Because there are so many egregious errors in the work done by Mr. F, I tried to resolve the issue with [redacted]. Mr. F. even stated that insurance would resolve these issues as one Of his options with [redacted], but it turned out that he did not ave the proper coverage.5. My review of his work was within one month - not the 2 months as he stated.My initial correspondence with [redacted] was 02/18/2016. His job ended 01/19/2016. Denial by Mr. F. insurance dated 03/11/2016.[redacted] resolution Process was concluded as unresolved 03/14/2016.My only recourse in this situation became the need to contact the Revdex.com and the Attorney General's Office. I had hopes that the original job to which I agreed would be done right the first time. When it wasn't done to my satisfaction as a paying customer, I had to take the necessary steps to rectify this situation.I cannot accept Mr. F. compromises.I stand by my original demands. (The receipts were submitted earlier.) Only then I will consider removing his negative reviews.Sincerely,
[redacted]

To Whom It May Concern:We are very sorry that the customer is not pleased with the results. We certainly want all of our customers to be happy with the work that is being done. Mike, the owner, himself was on this job and he would never leave a job messy or leave someone's house looking anything...

other than perfect. She was happy with the job when he left.We have made two phone call attempts and 1 email attempt to the customer to resolve the issue, as we would like to go out and see the job for ourselves and review. If there are legitimate issues we would be more than happy to fix it. She has not returned our phone calls. We never had any indication that she was unhappy with the work, until several months after the job had been completed. We are willing to fix the mistake, but we will not just refund money on a job that we have not inspected ourselves.If the customer is willing to work with us and let us come out and view the issues, then we can discuss a resolution. Like we stated before, we never want a customer to be unhappy.Thanks,Ahava F[redacted]C/O Spotless Solutions

To whom it may concern,After reviewing the final complaint filed by Ms. Donna [redacted], it has become apparent that this customer has no desire to rectify this issue in terms of a fair and equal compromise. In 15 years of owning this company, this is the first time I have ever had to be put in a situation such as this. I have remained willing to work with the customer in regards to fixing the issues, however she refuses to speak to me directly either by phone or email, and she has clearly stated that "I will Not invite Mr. F back into my home again." I don't feel that anyone has the right to say they are perfect, but what has brought Spotless Solutions Success over the years is we warranty our work and we will make it right for you.... However, we have been told that she will not allow us to do that and she demands $2800. When the total price for install was 1550....The customer states that I am unskilled and unqualified, however 400+ [redacted] A rated reviews disagree with her. The complaints at this point have become so petty. I have been told that she watches HGTV so she is educated in these services and considers herself more knowledgeable about these service then me. Well I have watched Die Hard 100 times and guess what I still can't jump from a Helicopter. I am honestly shocked that I am getting complaints that I cannot keep windex from freezing in sub-zero temperatures and arguing my claim of an estimated 10 year old towel bar to just tell me its only 8 years old. Frankly I am not going to argue such trivial parts with this customer any longer.As I clearly stated in my last response, the tile for the kitchen may have been purchased at the same time, however that has no indication that it was all from the same lot #. Again this is why [redacted].com, clearly states "Variation in size, shade and texture is an inherent characteristic of all tiles; room scene represents tiles only." If you read the reviews this is an issue that is seen in this tile by contractors. A review posted to [redacted].com clearly states... “The tiles were not only different sizes (a little variation is expected), but they were all out of square as well. Very disappointed in the quality in these tiles!!" Customer claims that I never used a level and that we only used a vacuum to clean up. Here in the pictures below you can clearly see my level that was used to plumb up the first course. Again stated above, these tiles vary in size and cannot be trimmed down because they have a pre - set grout joint built in to them. Also, the customer was told that the counters and the cabinets were not perfectly level this is why we had to add the cut piece in next to the cabinet. She was told that the day of service. Also in my following pictures, you will see the tile layout process and the final cleaned up result which is another argument the customer has is that we did not clean up after ourselves.... These pictures clearly show that is absolutely not true.The claim to the insurance, which by the way is the first time I ever had to use it, is the required level of insurance for a contractor in the state of Pennsylvania, and it is actually above what most carry, because of the contracts we service. However, her claim was not declined because of the level of insurance, but the fact that the insurance does not cover loss which means that there was no damage done to her home or materials by spotless solutions, which is what the insurance covers. If you are in a car accident the owner files a claim on their insurance to cover damages, and they will get an approved value... so if you have a $40,000 car and it has $8000 in damages the insurance is not going to give you $80,000 to pay off the car and get you a new car.Regarding the grouting issues in the middle bathroom. This is a non-sanded grout. So it is very fragile.  I had to ask the customer to wipe it down one last time in the am before she leaves, because it was late, it was not set up enough, and she was leaving the next day so I could not come back. She did agree to do this. Now this is important, because all areas were fully grouted when we left, however if the grout set up on the face of the tile for longer than 8 hours it becomes hard, and because it is unsanded if you scrape at it, it will crumble and fall out of the grooves. This is a very fragile tile and with only an 1/8" of space to fill it is very easy for this to happen. Now This is a simple fix 10-20 minutes tops.... Mix up the grout, which she still has and touch up the areas where it fell out... This happens a lot and with all of my other customers we will gladly go back and touch up the grout if it became loose.In regards to the master bath, again I took responsibility on that, I do feel that the side by the light switch should be redone, and the right side of the vanity, which again is a process that needs to remove the old and repair any drywall issues and reset the new tile. This is a very small area in comparison and would take 8-12 hours to repair properly.The following pictures show the final product cleaned up and fully grouted and ready for the customer, as stated above both were requested for a final wipe down in the am with a damp rag, taking all of 5-10 minutes. WE would have gladly done this for her however, she was leaving for vacation and told us she would take care of it. Had she noticed any weak grout at that time, all she would have had to do was contact us and we would have gladly come out as soon as she got back and we could have taken care of those issues immediately. Instead of dragging this on.Finally, she refused to take my offer of the amount of $597.59 which is very fair in regards to the issues that she is presenting, and it was a fair attempt to rectify this situation.I am willing to send her a refund for:Master bathroom Tile install $425 25% of hailway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of [redacted].com)8 sheets of cashmere glass mosaic @ $5/ sheet $40 1 box of mortar $13.87 1 box of grout $12.47The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for her. Again she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refund. At this point Spotless Solutions has regretfully exhausted all of our options. I refuse to refund Ms. [redacted] $2800 for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my 2 options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Masterbathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refundThe master bath materials (based off of [redacted].com)8 sheets of cashmere glass mosaic @ $5/ sheet $401 box of mortar $13.87 1 box of grout $12.49The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59She insists on her price of $2800, which is an assumed cost of repairs, and an assumed cost of materials even though I have proven these materials are till readily available on [redacted].com.Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for her. Again she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refund. At this point Spotless Solutions has regretfully exhausted all of our options. I refuse to refund Ms. [redacted] $2800 for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my 2 options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Master bathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of [redacted].com)8 sheets of cashmere glass mosaic @ $5/ sheet $401 box of mortar $13.871 box of grout $12.47Option 2: Customer has chosen that I do not come back to her home to re-do the tile work in the master bathroom myself. So any costs the customer is charged from a third party contractor is solely her responsibility.Either decision the customer must remove all negative reviews No further complaints or issues can be filed.If the customer cannot agree to the above offer's; then regretfully I feel that we have met a stalemate in our resolution. It is not of our service or practice to get to this point but the customer has clearly become unwilling in ail regards to rectify this with us.In conclusion, I cannot accept nor deny that the pictures that Ms. [redacted] accurately depict the work performed by Spotless Solutions. This is why it is our practice, that if there is ever an issue we request that the customer meets with us so that we can have the opportunity to assess the situation with the customer and to come up with a realistic resolution together. Unfortunately, we have been denied that opportunity to assess the work ourselves, denied any communication, denied the opportunity to correct the errors based on her accusations without the assessment, and finally denied the settlement option based again purely on her assessment of the services. I feel that we have shown that we are more than willing to work with this customer in any way that we possibly can, despite the fact that she is unwilling to cooperate with us.Sincerely,Michael F[redacted]C/o:  Spotless Solutions

To whom it may concern.We have been in business for nearly 15 years and have serviced many customers, remaining an A rated service provider on [redacted] every year for the past 5 years. Never had I had an issue before with any sort of 3rd party resolution center, because we pride ourselves in guaranteeing the customers satisfaction. Now that does not mean that mistakes don't happen, but what sets us apart from other contractors is that when a mistake is made, we come and make it right. No one is perfect, but we want and expect nothing less than our customer's satisfaction, and our reviews show that.We were contracted for a Handyman service for Ms. [redacted] through [redacted], to which we were hired to do some miscellaneous jobs. One of which was to fix drywall in her garage that she had a previous contractor do for her and she was very unhappy with his work. We were able to remove the areas she was unhappy with, rebuild the bulk head, and finish to her expectations. She had some tile issues in her main bathroom that we were able to repair and she was so meticulous about how the floor felt under her feet, but I stayed until it was perfect for her. She also wanted us to caulk around her shower and we had to redo it 4 times without charging her a penny for the additional time. So in those services I knew that she was going to be meticulous, but we did everything we could to make her happy. However, we guarantee our service and we want to make sure the customer is happy with the final result.Because I was so diligent with my services, she asked about the backsplash installation because she had purchased tile at a "discounted rate.". We submitted a bid and she accepted our offer as long as we could complete before she went away for vacation. We agreed upon the dates and were willing to do whatever we had to do, including staying late every evening to complete the task for her.We Take great pride in the name "Spotless Solutions". We set up the tile saw in the garage and put tarps around everything to make sure that nothing got dirty from cutting and we had a drop at the front door. We wore booties through-out the entire day, and we would take them off at the front door before we would go to the truck and put them back on when we came back in. And at the end of the day no matter how late it was we would make sure that we fully cleaned her house before we left. It is construction and yes it will make a mess. Knowing this we always bring our own sweeper and cleaning supplies, which we had.... But it was below zero outside so all of the cleaning supplies had frozen. So yes I had to borrow her Windex. The fact that I used her Windex is such a petty complaint, however it proves to you that I cleaned up. I even went as far as to Mop her floor 3 times to guarantee there was no dust, dirt, salt or snow. Why would I go through all of this trouble and wear my booties outside....?Now my confusion in this whole process was she was happy with the work at the end of the Job, she walked through with me at completion, and stood over my shoulder the entire process, so it's not like she didn't inspect the work. Everything she would point at we would fix for her, until she was happy, just like we had done for the handy man deal. Now we completed the service and 2 months later is the first I hear of the complaint. To which I immediately call her and email her.... No response. To her escalated responses through [redacted], our insurance, The Revdex.com and The Attorney General. I have now called her 5 times leaving messages every time and emailed her 2 more times, however she has yet tocontact me directly to work this out. I want nothing more than to resolve this without having to go to this level, because I care so greatly about our customer's happiness and obviously our reviews that our future customers read. She won't talk to me, respond to any emails or phone calls, and absolutely refuses to have any interaction with me. This makes it impossible to resolve because she is just demanding a check, which I absolutely refuse to send a check for the labor, materials, and the cost for her to have it redone.So Allow me to explain the tiling from a professional standpoint. The Pictures she has sent of the kitchen, do not justify any lack of construction on my part. The tile was purchased from 2 different [redacted] and at multiple times. Now this may not seem like an issue, however ail of these tiles are not made at the same exact time and from the same exact mold. These tiles do not require spacing like a stand tile does, they fit together tightly against each other. And the tiles have a space that allows you to grout in a premade grout line on the tile itself. Now the tile is set level in the corner, which a level is always used for that and was so that day, but throughout the stretch of the kitchen and in her case it was over a 12 foot span the spacing can change. Now I went to [redacted] on 5/1/2016, These tiles are still readily available, and in the attached photos you can see that 2 tiles from 2 different boxes can differ as much as 1/16 to 1/8 of an inch. These may not seem like much but over the course of the wall this will make your line appear slightly off in places. Standard tile you can adjust for this with the spacing between tiles. To keep your line perpendicular.Copied directly from [redacted].com (Please see fine print)American Olean Starting Line White Gloss Ceramic Wall Tile (Common: 3-in x 6-in; Actual: 3-in x 6-in)$0.22Variation in size, shade and texture is an inherent characteristic of all tilesThe picture that she shows in example 11 she claims is the beginning course, is actually not the case at all, this is to the left of her stove and smaller wall cabinet putting this picture nearly 5 feet from the first leveled out course. The tiles that are not exact are simply because of the difference in sizes of the tile which again you can see in my attached pictures. Now because of the difference in size this is why you see photo # 10, we had to adjust for that difference and this was very clearly described to and agreed upon by Ms. [redacted] the day of service. She also has found issue in pictures 4, 5 and 6 about the spacing under the cabinets. I advised her of this when we were there and she was fine with it at the time of service. We always leave a space under cabinets. Wood swells and can push up and down on the top row if they are fit tightly against the cabinet. This doesn't happen all the time but when it does it canmake a mess of the tile so we leave a little gap that we fill with the grout colored caulking, now again we have done this hundreds of times before and customers always are happy with this because the only way you can see it is to actually stick your head under the cabinet and look up at that space... this cannot be seen in your normal field of vision of the backsplash. Again these issues were discussed and explained to her the date of service and were accepted and agreed upon.The tile that was used for the Main bathroom and the hall bathroom, Is exactly the same. Which she claims that it cannot be purchased any longer. This is absolutely not true, this is still easily purchased online at [redacted].com for $3.59 each or if unavailable to your local [redacted] within 15 miles, it can be special order at the store, and the price becomes $4.99 and they ship it to you. please see attached photos. In the main bathroom there is nothing wrong with the installation of that tile in any way. The Final night of service we stayed past 10pm to make sure that it was finished before she left for vacation. I was very clear with her and said it to her multiple times, that the tile was installed and cleaned, but it was not set up enough in either bathroom for a final wipe down. The final wipe down is very important because it makes sure that all the glass is crystal clear and grout is off the surfaces and pushed into the grout lines.I advised Ms. [redacted] of the situation, due to it being so late and her leaving for vacation in the morning, she said she would wipe it down that last time. This is a very simple process, just a wet rag and a scrub down and dry with a clean rag. I explained the process and she said that she would do it in the morning. Now I would never put this on a customer, but the time was up and we could not wait around for it to set up enough to do this final step. Now if this step is not done, the grout hardens to the face of the tile, the grout is not moved into the grout lines, making them weak and brittle so they can crack out. I was under the assumption that she was going to do so.... Well the pictures clearly show the final wipe was not done. Had this been completed, issues 5,7,8,10,11, and 12 would not be there. As you can see this did not happen in the kitchen because it had hardened up enough to do the final wipe on it, this was not the case in the bathroom and Ms. [redacted] again said she would take care of it or I would have gladly done it for her when I came back. Which is the irony to this whole situation.... She was so happy with us while we were there that she wanted a bid on painting her kitchen and we had scheduled that service for when she returned. Now much to my surprise when I called her to confirm our upcoming paint appointment she said she was cancelling our future work, then 2 months later the complaints began to roll in.As for the master bathroom, as I stated in the beginning, no one is perfect, and I had a sub work with me on this job and he was in charge of the master bathroom. I am not blaming him, I should have been more hands on in this area, and the tile work against the door frame, and how crooked the main line is, really is not acceptable. I am in agreement with Ms. [redacted] on this that this needs to be fixed. With any other customer I would have been there and already had this job completed but she has chosen to go this route and no longer have direct communication with me. As I stated above I want to resolve this matter as quickly as possible. However, I feel that she is trying to degrade our Company everywhere she can while demanding I send her a check far above the cost of this job, the cost of materials, and the cost of repairs. I am sorry but I feel this is absolutely unethical.I am in no way agreeing to Ms. [redacted] break down of her resolution cost of $2800. She is asking essentially that I refund her money entirely for the work and then double it back for her. I don't know how she can justify even asking this when she clearly states in her letter on page 2 "I do not want to go through the teardown in there," Referring to the kitchen. I truthfully wish I was allowed the opportunity to speak with the customer directly to resolve these issues, because this would have been taken care of long before now. However, she refuses to talk to me, and I am refusing the resolution cost of $2800.I will present an offer in compromise. With this, I expect all negative reviews of spotless Solutions to be removed from Angies list, The Revdex.com, And the Attorney General, I work too hard and to diligently to have future customers seeing this type of review.Option 1: She allows me to come back and completely remove and replace all tile in the Masterbathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $425 25% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of [redacted].com)8 sheets of cashmere glass mosaic @ $5/ sheet $40 1 box of mortar $13.87 1 box of grout $12.47The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59Option 2: Customer has chosen that I do not come back to her home to re-do the tile work in the master bathroom myself. So any costs the customer is charged from a third party contractor is solely her responsibility.Either decision the customer must remove all negative reviewsNo further complaints or issues can be filed.As she noted the clips for the towel bars did break, these were at least 10 years old and the clips become loose and fragile over time this is unfortunately something that can happen during a demo process. We cannot take responsibility for pre-existing hardware. We did however try to contact the company and because of the date of purchase the product was no longer in the system to be able to honor their lifetime warranty.Please let us know as soon as possible, the decision that Ms. [redacted] makes. I want to get this resolved as quickly as I possibly can. I would like to apologize to her that she was not satisfied with our services, because our customer satisfaction is our number 1 mission. We stand behind our work 100%, and had I had the opportunity to work with her directly this would have never had to get to this point.Sincerel,Michael F[redacted]C/o: Spotless SolutionsSpotless Solutions will keep you shining!!!!

To whom it may concern,
After reviewing the final complaint filed by Ms. Donna [redacted], it has become apparent that this customer has no desire to rectify this issue in terms of a fair and equal compromise. In 15 years of owning this company, this is the first time I have ever had to be put in a situation such as this. I have remained willing to work with the customer in regards to fixing the issues, however she refuses to speak to me directly either by phone or email, and she has clearly stated that "I will Not invite Mr. F back into my home again." I don't feel that anyone has the right to say they are perfect, but what has brought Spotless Solutions Success over the years is we warranty our work and we will make it right for you.... However, we have been told that she will not allow us to do that and she demands $2800. When the total price for install was 1550....
The customer states that I am unskilled and unqualified, however 400+ [redacted] A rated reviews disagree with her. The complaints at this point have become so petty. I have been told that she watches HGTV so she is educated in these services and considers herself more knowledgeable about these service then me. Well I have watched Die Hard 100 times and guess what I still can't jump from a Helicopter. I am honestly shocked that I am getting complaints that I cannot keep windex from freezing in sub-zero temperatures and arguing my claim of an estimated 10 year old towel bar to just tell me its only 8 years old. Frankly I am not going to argue such trivial parts with this customer any longer.As I clearly stated in my last response, the tile for the kitchen may have been purchased at the same time, however that has no indication that it was all from the same lot #. Again this is why [redacted].com, clearly states "Variation in size, shade and texture is an inherent characteristic of all tiles; room scene represents tiles only." If you read the reviews this is an issue that is seen in this tile by contractors. A review posted to [redacted].com clearly states... “The tiles were not only different sizes (a little variation is expected), but they were all out of square as well. Very disappointed in the quality in these tiles!!" 
Customer claims that I never used a level and that we only used a vacuum to clean up. Here in the pictures below you can clearly see my level that was used to plumb up the first course. Again stated above, these tiles vary in size and cannot be trimmed down because they have a pre - set grout joint built in to them. Also, the customer was told that the counters and the cabinets were not perfectly level this is why we had to add the cut piece in next to the cabinet. She was told that the day of service. Also in my following pictures, you will see the tile layout process and the final cleaned up result which is another argument the customer has is that we did not clean up after ourselves.... These pictures clearly show that is absolutely not true.
The claim to the insurance, which by the way is the first time I ever had to use it, is the required level of insurance for a contractor in the state of Pennsylvania, and it is actually above what most carry, because of the contracts we service. However, her claim was not declined because of the level of insurance, but the fact that the insurance does not cover loss which means that there was no damage done to her home or materials by spotless solutions, which is what the insurance covers. If you are in a car accident the owner files a claim on their insurance to cover damages, and they will get an approved value... so if you have a $40,000 car and it has $8000 in damages the insurance is not going to give you $80,000 to pay off the car and get you a new car.Regarding the grouting issues in the middle bathroom. This is a non-sanded grout. So it is very fragile.  I had to ask the customer to wipe it down one last time in the am before she leaves, because it was late, it was not set up enough, and she was leaving the next day so I could not come back. She did agree to do this. Now this is important, because all areas were fully grouted when we left, however if the grout set up on the face of the tile for longer than 8 hours it becomes hard, and because it is unsanded if you scrape at it, it will crumble and fall out of the grooves. This is a very fragile tile and with only an 1/8" of space to fill it is very easy for this to happen. Now This is a simple fix 10-20 minutes tops.... Mix up the grout, which she still has and touch up the areas where it fell out... This happens a lot and with all of my other customers we will gladly go back and touch up the grout if it became loose.In regards to the master bath, again I took responsibility on that, I do feel that the side by the light switch should be redone, and the right side of the vanity, which again is a process that needs to remove the old and repair any drywall issues and reset the new tile. This is a very small area in comparison and would take 8-12 hours to repair properly.
The following pictures show the final product cleaned up and fully grouted and ready for the customer, as stated above both were requested for a final wipe down in the am with a damp rag, taking all of 5-10 minutes. WE would have gladly done this for her however, she was leaving for vacation and told us she would take care of it. Had she noticed any weak grout at that time, all she would have had to do was contact us and we would have gladly come out as soon as she got back and we could have taken care of those issues immediately. Instead of dragging this on.
Finally, she refused to take my offer of the amount of $597.59 which is very fair in regards to the issues that she is presenting, and it was a fair attempt to rectify this situation.
I am willing to send her a refund for:Master bathroom Tile install $425
25% of hailway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of [redacted].com)8 sheets of cashmere glass mosaic @ $5/ sheet $40 1 box of mortar $13.87 1 box of grout $12.47The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59
Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for her. Again she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refund. At this point Spotless Solutions has regretfully exhausted all of our options. I refuse to refund Ms. [redacted] $2800 for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my 2 options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Masterbathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund
The master bath materials (based off of [redacted].com)
8 sheets of cashmere glass mosaic @ $5/ sheet $40
1 box of mortar $13.87
 
1 box of grout $12.49
The amount I would be willing to send Ms. [redacted] to resolve this matter and agreeing all reviews be removed and these issues are resolved in full is: $597.59
She insists on her price of $2800, which is an assumed cost of repairs, and an assumed cost of materials even though I have proven these materials are till readily available on [redacted].com.
Now I feel that I have exhausted every option that I can to try to come to a fair compromise to settle this with her or to repair these issues for her. Again she is not speaking with me, refuses the opportunity to fix the issues, and now refuses an amount for a fair refund. At this point Spotless Solutions has regretfully exhausted all of our options. I refuse to refund Ms. [redacted] $2800 for this project when it is not an issue of install in the kitchen or the main bathroom.However, because I want to rectify this I will stand by my 2 options as previously stated.Option 1: She allows me to come back and completely remove and replace all tile in the Master bathroom, properly removed there will be no damage including my labor and my materials. The hallway bathroom tile will be final rinsed of all excess grout, and touch up needed grout. If the edging is a concern, we can remove and replace end pieces or install a straight tile edging to give her the straight line she so desires.Option 2: I am willing to send her a refund for:Master bathroom Tile install $42525% of hallway tile install: $106.25Kitchen: all issues were discussed and accepted day of service- no refund The master bath materials (based off of [redacted].com)8 sheets of cashmere glass mosaic @ $5/ sheet $40
1 box of mortar $13.87
1 box of grout $12.47
Option 2: Customer has chosen that I do not come back to her home to re-do the tile work in the master bathroom myself. So any costs the customer is charged from a third party contractor is solely her responsibility.Either decision the customer must remove all negative reviews No further complaints or issues can be filed.If the customer cannot agree to the above offer's; then regretfully I feel that we have met a stalemate in our resolution. It is not of our service or practice to get to this point but the customer has clearly become unwilling in ail regards to rectify this with us.In conclusion, I cannot accept nor deny that the pictures that Ms. [redacted] accurately depict the work performed by Spotless Solutions. This is why it is our practice, that if there is ever an issue we request that the customer meets with us so that we can have the opportunity to assess the situation with the customer and to come up with a realistic resolution together. Unfortunately, we have been denied that opportunity to assess the work ourselves, denied any communication, denied the opportunity to correct the errors based on her accusations without the assessment, and finally denied the settlement option based again purely on her assessment of the services. I feel that we have shown that we are more than willing to work with this customer in any way that we possibly can, despite the fact that she is unwilling to cooperate with us.
Sincerely,
Michael F[redacted]
C/o:  Spotless Solutions

Case# [redacted]To Whom It May Concern &[redacted]I had tile installation performed by MF of SS. It was completed on 19th January 2016 at about 9PM. I left the next morning for a planned vacation and therefore did not have adequate time to do a thorough inspection of the work.When I returned home, I did a very detailed inspection and found egregious mistakes in his work. Among these were substitution of grout for tile, uneven edges as a result of not using leveling tools, and no effort given to cleaning out the thick grout film from my kitchen sink.In my complaint to [redacted], where I found this company, I sought a solution to his mistakes. One solution offered to me was that he fix his mistakes, but the problem is that the tile was a closeout and no longer available. I also did not trust him to do the work right if it couldn’t be done right the first time. The only solution I see is to have the full job redone by a craftsman who knows how to tile properly. What I was told by a representative of his insurance company was that SS company did not possess the proper insurance to settle the dispute. Therefore I am left with a messy job and have paid for poor work.[redacted] has now considered the claim a “No Resolution”, but I would like to know if there is recourse to be found with the Revdex.com. Therefore, as I originally requested, re-imbursement for his labor and supplies that I paid for and materials I purchased, still stands as stated on [redacted].
plaint.  For your reference, details of the offer I reviewed appear below.
I have included copies of;1) filing complaint with [redacted]2) my letter to [redacted]3) communication with [redacted] - [redacted]4) options to resolve issues from [redacted] and Mr. F and SS5) insurance denial6) final “unresolved” decision from [redacted]7) # 17 photos of main and master bathrooms and kitchen.Awaiting your review.Sincerely,[redacted]

To Whom It May Concern:We are very sorry that the customer is not pleased with the results. We certainly want all of our customers to be happy with the work that is being done. Mike, the owner, himself was on this job and he would never leave a job messy or leave someone's house looking...

anything other than perfect. She was happy with the job when he left.We have made two phone call attempts and 1 email attempt to the customer to resolve the issue, as we would like to go out and see the job for ourselves and review. If there are legitimate issues we would be more than happy to fix it. She has not returned our phone calls. We never had any indication that she was unhappy with the work, until several months after the job had been completed. We are willing to fix the mistake, but we will not just refund money on a job that we have not inspected ourselves.If the customer is willing to work with us and let us come out and view the issues, then we can discuss a resolution. Like we stated before, we never want a customer to be unhappy.Thanks,Ahava F[redacted]C/O Spotless Solutions

Review: I purchased "handyman services" through [redacted] for several jobs that needed attention in my home. I purchased the products, (mostly), for performance of such jobs. When jobs were complete, I found the quality of tiling workmanship poor. I have taken photos of the complaints. At first I complained to [redacted], and they took me through the resolution process. I first suggested he reimburse me for the job and cost of my purchase of materials. He did not agree. Mr. Michael F[redacted], owner of business suggested he review the work and fix it. I NEVER want him to fix and make it right. If he couldn't do it the first time, second time won't be any better. He also suggested his insurance company to settle claim, but this is NOT covered under his policy. That is why I am seeking your help for a resolution in this matter.Desired Settlement: I would like him to reimburse me the costs of his labor and my cost of materials and labor to remove tiling to be done by another professional. I have pics and purchase receipts which I will be happy to forward when needed, just give me an address to send them to. I have [redacted] original complaint, and [redacted]'s review rejection letter if needed.

Please contact me for more information when needed.

Business

Response:

To Whom It May Concern:We are very sorry that the customer is not pleased with the results. We certainly want all of our customers to be happy with the work that is being done. Mike, the owner, himself was on this job and he would never leave a job messy or leave someone's house looking anything other than perfect. She was happy with the job when he left.We have made two phone call attempts and 1 email attempt to the customer to resolve the issue, as we would like to go out and see the job for ourselves and review. If there are legitimate issues we would be more than happy to fix it. She has not returned our phone calls. We never had any indication that she was unhappy with the work, until several months after the job had been completed. We are willing to fix the mistake, but we will not just refund money on a job that we have not inspected ourselves.If the customer is willing to work with us and let us come out and view the issues, then we can discuss a resolution. Like we stated before, we never want a customer to be unhappy.Thanks,Ahava F[redacted]C/O Spotless Solutions

Consumer

Response:

Case# [redacted]To Whom It May Concern &[redacted]I had tile installation performed by MF of SS. It was completed on 19th January 2016 at about 9PM. I left the next morning for a planned vacation and therefore did not have adequate time to do a thorough inspection of the work.When I returned home, I did a very detailed inspection and found egregious mistakes in his work. Among these were substitution of grout for tile, uneven edges as a result of not using leveling tools, and no effort given to cleaning out the thick grout film from my kitchen sink.In my complaint to [redacted], where I found this company, I sought a solution to his mistakes. One solution offered to me was that he fix his mistakes, but the problem is that the tile was a closeout and no longer available. I also did not trust him to do the work right if it couldn’t be done right the first time. The only solution I see is to have the full job redone by a craftsman who knows how to tile properly. What I was told by a representative of his insurance company was that SS company did not possess the proper insurance to settle the dispute. Therefore I am left with a messy job and have paid for poor work.[redacted] has now considered the claim a “No Resolution”, but I would like to know if there is recourse to be found with the Revdex.com. Therefore, as I originally requested, re-imbursement for his labor and supplies that I paid for and materials I purchased, still stands as stated on [redacted].