The Grout Specialist

In response to Ellen Roberts complaint dated 01/02/2018 On October 18, 2017, Ellen and I met and visited propertiesTwo rentals units and her houseThis visit was for the purpose of an estimate to perform work and all locationsShe accepted the estimate and asked for us to start on
the rental units on October 24th(unit 1) and October 25(unit 2)She wanted to hold off on her house for nowI asked for a 50% down payment because it was a large project and it was scheduled for days in a rowWe now ask everyone for a 50% down payment, have changed our estimates/invoices to reflect that and the policy for handling down payments thanks to this debacleEllen called and left a message the morning of October 23rd to inform us that she had plumbers in the unit and asked if we could rescheduleWe were never told that someone else could not meet us thereShe gave us exactly 20hrs noticeIn no way, enough time to schedule another job in that dayTwo of our guys went without work on the 24th Then Ellen called at 7PM the evening of the 24th cancelling the 25th due to a hot water heater leaking water everywhereSo, again another plumbing issue at another unitShe spoke to Aaron Johnson the General manager of the company and he told her that typically we cancel projects that the client cancels times but that was up to Edward since he handled this from the beginningI spoke to Ellen at 8PM that night and told her the job was not cancelled and we just needed to rescheduleShe went on about how Aaron cancelled the job and wanted a refund and was not confident we could do the project fort about 30-minutesI talked her down and offered her Friday (October 27, 2017) for one of the unitsShe told me needed to check her schedule to make sure that day would workI specifically told her to make sure she called me to let me know by the next morning (the morning of 10/26/2017) if she could have us there FridayShe never called until that Friday morning (October 27, 2017) asking if we were still coming overI had another job that I moved from the following week into that FridayI had guys go days without work in one week because of less than 24hrs noticeOne of the workers threatened to quit over this issue that Ellen createdI never told Ellen I would work out a refund with herThe reason I text her about what had happened that week was because she had already cost us days of work and I was not going to play games and loose a 3rd day in a weekI offered October 30th and 31st, and she text me back stating the 30th would not work but would let me know about the 31stThe next text I received from her was November 2, asking if I had any openings the following Monday (November 6,2017)I responded in minutes stating the next available dates we had open were November 13th and 14th, She sent a text back asking if we could get one of the jobs done early on the 6thI text back again that the next available dates were the 13th and 14thSo, I asked her if she meant the 13thShe asked if both jobs could be done on the same dayEach job was bid out at 7hrs so no way to get them both done in the same dayI told her that I scheduled her for the 13th and 14th but needed to know that day November 3, if she wanted those daysNovember is a very busy month for us and it had already stated out that wayI did not want any more confusion on her part that could interfere with those days alsoThe next text I received from Ellen was November 12, asking for our next available datesI told her the 16th and 18th and on the 13th she text me that those days will work and I scheduled those dates for herOn November 15, I sent Ellen a text stating that she would need to pay for the remainder of the first job before we startI was not confident that after almost a whole month of going back and forth she would pay usShe replied by stating she would be happy to pay when we are done with the jobI resent a text that I sent her on October 27, stating we need to be paid up front for each projectAgain after many reschedules and over 30-minutes of her going on about how we cancelled the project I was not confident she would pay usI received a call from her husband Keith and unfortunately had phone issue all day and could not get it resolvedI text her and him the rest of the nightHe did not want her to pay for each project before we finished both of themI told him OK she could pay for each job after we finishedIf she did not bring a check for the first project then we would be even and he could find another company to do the second jobHe did not like that and stated he was very disappointed in our response and positionHe also stated they would take necessary steps to recover the deposit if I refuse to refund and ensure all interested parties would be notifiedI responded by letting him know that I had everything documented and that I also incurred losses that I would love my day in court to defend myself to his claim and bring my ownHe responded by stating I hope it was worth it as he was going to inform ***, Revdex.com and *** as well as every other contractor and person they knowHope it’s worth your trouble.I responded by stating I would consider this slanderous and defamation of character and we will take legal actionThis dispute is their start on that road. As anyone can see I worked with Ellen and tried very hard to resolve thisShe cost us by the end, days of work that way exceeds the $depositI have no problem going to court over this and will be contacting our attorney (yet another cost incurred) to get his thoughtsWe have saved all our texts btw Ellen, Keith (her husband) , Aaron and I and we can show all the facts that Ellen did not include in her dispute

Complaint: ***I am rejecting this response, because Mr*** did not offer a resolution to this complaintIn his response Mr*** stated several inaccurate and misleading commentsRather than address those directly, the fact remains that the Grout Specialist did not have a cancellation policy, and the proposal states that the payment is due in full upon completion. Mr*** confirmed in his response that he did not have a policy in place requiring a 50% down payment. In good faith I tried to get the work scheduled, but no work was ever performedMrJohnson canceled the project on October 24, and Mr*** offered to refund the deposit of $or reschedule the work after explaining that MrJohnson overreactsIn the end, Mr*** refused to perform any work unless I paid in full before the work beganDespite his continued threat to take legal action, I want my complaint to remain open.Sincerely,
Ellen ***