The Jewelry Den

Response to Complaint ID No [redacted] by Intex 2/21,We apologize for the inconvenience of the delay in finishing your tile workWe try to give accurate time estimates for our work, but sometimes intervening problems arise, like labor shortages and weather problemsWe know that remodeling your home always causes inconvenience for the whole family while the work is ongoingIt appears that the tub has been repaired, but if we need to provide additional assistance, please let us know, Regarding the shower cutout in the wall, we did not make any cutoutWe only removed the tiles and hardie board which exposed the cutout previously made when the house was originally builtThe cutout made by the original builder was made to match the specifications of the original handleWhen you provided us with a new handle, we learned that the manufacturer had changed the design for the fixture, which usually occurs every years, so we built out the wall to accommodate the new specsWhen we remodel homest we often find that the original framing (such as with your shower) is not square or has settled since the original buildThis is not unusual for any home over the age of yearsOur company did not frame or change the frame of the shower, but we did make adjustments by using additional grout of less than 3/16" to make the tile look nice, This adjustment is within industry standardsWe use a special tool that cuts the bottom of the baseboards so that the tile can be inserted under the baseboardThe tool rests on the floor and automatically cuts the baseboardThe floor was not level which caused the tool to cut a little more than necessaryThis too is not unusual in the industry and again we folldwed industry standards by caulking the small gap beWeen the baseboard and the tileAs for the condition in which the kitchen was left, our tile man uses a standard industry combination of grout and waterto mix the grout for the tileEven when doing small repairs, we make the grout according to the manufacturer's directions, which in this case left leftover mudSince you purchased alt of the materials, including the bucket and grout, we did not feel it was appropriate for the bucket to be taken from your propertyIf there are any tile items that need to be remedied, please let us know and we wilt do our best to correct themWe appreciate your comments and will work harder to ensure our customers receive the customer service they deserveThese types of constructive criticisms are what help us make our company better

Complaint: ***
I am rejecting this response because:
Regards,
*** * *** ***
In response to the inconvenience of the delay finishing the job we have documentation that during this job the installers never one time show up on time if they showed up at all Attached is the documentation We asked the installers everyday when they would be here the next dayThey gave us the time schedule for the next days work They had our phone numbers if there was going to be any change in the schedule they could let us know They started on the bathroom January 13th at 1:pm and left at 5:pm The plumber came on January 14th to raise the shower head and remove the toilet at the additional charge of $ Monday the tile guy showed up at 2:30pm and left at 5:50pm He did not show up on January 16th due to bad weather That is is only bad weather day that Mr*** referred to in his responseWe where told that he would be back to work January 17th at 9:am he arrived at 2:pm and left at 6:pm He stated he would be here at 7:am on January 18th and he arrived at 1:pm and left at 10:pm He stated he would be back at 9:am on January19th and showed up at 11:am left at 4:pm and returned at 5:pm and left for the day at 8:pm January 20th he stated he would be here at 9:am and did not show up at all that day Again on January 21st the installer was a no show and did not contact us at all, we contacted *** *** about our concerns and if he and his that and installer did not want to do the job, refund our money and we would find someone else that wanted to work and would show up Mr*** stated he would find someone else to do the job, to give him another chanceMr*** came with another installer and stated this guy could finish the job but he could not state the job here until January 29th We told him that would not work, we had already been without our bathroom since January 14th They pickup the tools that were left here and part of the trash that was left in our front yard for over a week On January 22nd a new installer was scheduled to show up and start working between 9:45am - 10:15am he showed up at 11:am and stated he had got lost and would return tomorrow to finish the job, so no work was done that day either He stated he would be here on January 23rd between 10:00am - 10:30am he arrived at 11:17am left at 1:06pm and returned at 1:pm and left for the day at 5:pm January 24th he arrived at 12:01am and left at 3:pm On January 25th he arrived at 12:am and left at 1:pm the bathroom was finished we thought On January 26th the first installer showed up looking for his tools which Mr*** took on January 21st and the second installer showed up at 11:25am and left at 2:25pm this was the first day on the kitchen floor, we had told Mr*** our concerns about the kitchen being unavailable as long as the master bath was and he stated that would not happen On January 27th we were told that he would be here at 10:am and he arrived after going to Home Depot at 2:pm and left at 6:pm He told us he worked on Sunday and would be here at 10:am on the 28th and did not call or show up that day On January 29th he arrived at 11:12am and left for lunch at 1:pm returned at 3:pm and left for the day at 5:pm On January 30th he arrived at 12:pm and left at 1:pm the job was finally finished We contacted Mr*** daily by telephone as well as text messages concerning our disappointments concerning this job We have documentation of these conversations if you would like them He would reply that he would make it good Whenever we pointed out that the bathroom floor was grouted with the spacers left in they would state that they removed them and would re grout the floor and we would find more spacers and they would have to re grout again As I stated in the previous complaint we paid for all the supplies except the green board used in the shower wall and when the installers left they would leave the supplies that they had mixed which was a new batch most of the time and would have to beat the dried thin set or grout out of the bucket the next day before they could mix up more A lot of the supplies we purchased for the job were wasted instead of them using what they had mixed up before they left for the day As stated above they never worked a whole day ever most days they would work to hours and leaveThat is why this job took so long to complete So we strongly disagree with Mr*** about the delays concerning this job If his installers would not show up on time he should have replaced them sooner with more dependable people Even after he replaced the first installer the second one was never here on time either And like I have stated before we would contact Mr*** daily and he would call his installers but that would be all he would say or do This job should have not taken more than a week Regarding the tub there was a very large piece of porcelain broken off the tub from tools and or walls being dropped during the job that was not there prior to the job Mr*** tried to repair this damage but my husband was not satisfied with the patch job Mr*** did.My husband does not want to see were to tub was damaged and patched if this cannot be done he wants a gualified porcelain tub repair person to come and repair the tub at Mr***'s expenseWe were never compensated for any of the damages caused by the carelessness of the installers.Regarding the shower wall you removed the tile and the old hardie board and sheetrock after my husband pointed out the difference in the old hardie board and the new green board it was determined that you would have to build up the wall so the plumbing would line up like it was supposed to Instead of you fixing the problem the correct way, by installing sheetrock or another green broad to make up the difference in the width of the wall you used thin set to build up the wall We are not sure that this fix is not going to cause problems down the road that we will have to redo the shower wall once again The problem started when the installer cut the sheet rock out of the wall instead of removing the tile and the backing board and reinstalling the green board on top of the sheet rock It has nothing to do with the original framing or the house settling or the shower walls being out of square Mr*** stated in his reponse they only removed the hardie board and tile, this is not a true statement they also cut out the sheetrock which caused the plumbing to not match up.Concerning the baseboards and the special tool, there was no special tool used to cut the baseboards We have had tile work done before and have seen the tool used before and it was never used this time The baseboards were butchered with the same saw that was used to cut out the old shower wall, they were cut high and uneven and took more than the caulk that they used to repair themCaulk that we brought for the repair because we didn't want any excuses that the installer didn't have it, which when it was brought up to him he didn't have any caulk to fix it, so we gave him the caulk for the repair My husband has worked numerous hours with wood putty to repair the door facing and baseboards that were damaged by the installers.Reponding to the condition in which the kitchen was left After Mr*** and the installers were paid we found several things which needed to be repaired, we were told that the job was guaranteed we called Mr *** with the requested repairs and was told they would be fixed It took days February 5th, 6th and 7th for the installer to return to fix the repairs There was missing grout under all of the cabinets and there was a loose tile in the floor The tile on the floor did not have enough thin set to bed it correctly After several phone calls to Mr*** the installer finally showed up at 8:pm on February 7th and stated he would come the next day to repair the problems He showed up had phone calls broke tiles to repair one loose one and clipped another one that he then had to repair He grouted under the cabinets and left a mess He did not clean up the grout after he grouted and left the reidue and excess grout piled on the floor He also did not seal the grout like the rest of the kitchen floor I do not understand Mr*** response about leaving the bucket and grout, I took pictures of the mess left in the kitchen and sent them to Mr*** There was never a bucket left just a mess and he knows that.Mr.*** called February 9th and I told him how I felt about this job My husband and I did everything we said and agreed to do but we feel like Mr*** and his company overcharged us for a half done job As we stated to him several times we had the entire house except the master bath and the kitchen tiled in day and the house was completely furnished We never had to wait or call the other installer to find out where and when he was coming He never removed doors or damaged any property and he never had to come back to repair any of his work He laid about square feet of tile in days for half the money that we paid Mr.*** and it took Mr*** company days to lay maybe square feet My husband has repaired baseboards, the water faucet that was broke because they did not disconnect the ice maker, they broke the water faucet in the wall We feel like Mr*** overcharged us for the work that was done and the inconvenience that we indured We were very patience and very respectful of Mr*** and his installers and feel like we were taken advantage of We feel like we should be reimbursed for our time and expenses that we occurred because of the time and the sloppy job that we paid $ We think we deserve at least half of the money back that was paid to Mr*** and his company I cannot believe that Mr*** can truly say or believes that he did a professional job, with quality work for us He has not been honest in his reply to this complaint and therefore we do not believe he will provide the customer service that he spoke about in his response.Please feel free to contact me with any questions or concerns we have documentation to back up this complaint if you require it

Response to Complaint ID No. [redacted] by Intex 2/21,119 We apologize for the inconvenience of the delay in finishing your tile work. We try to give accurate time estimates for our work, but sometimes intervening problems arise, like labor shortages and weather problems. We know that remodeling your home always causes inconvenience for the whole family while the work is ongoing. It appears that the tub has been repaired, but if we need to provide additional assistance, please let us know, Regarding the shower cutout in the wall, we did not make any cutout. We only removed the tiles and hardie board which exposed the cutout previously made when the house was originally built. The cutout made by the original builder was made to match the specifications of the original handle. When you provided us with a new handle, we learned that the manufacturer had changed the design for the fixture, which usually occurs every 7 years, so we built out the wall to accommodate the new specs. When we remodel homest we often find that the original framing (such as with your shower) is not square or has settled since the original build. This is not unusual for any home over the age of 5 years. Our company did not frame or change the frame of the shower, but we did make adjustments by using additional grout of less than 3/16" to make the tile look nice, This adjustment is within industry standards. We use a special tool that cuts the bottom of the baseboards so that the tile can be inserted under the baseboard. The tool rests on the floor and automatically cuts the baseboard. The floor was not level which caused the tool to cut a little more than necessary. This too is not unusual in the industry and again we folldwed industry standards by caulking the small gap beWeen the baseboard and the tile. As for the condition in which the kitchen was left, our tile man uses a standard industry combination of grout and waterto mix the grout for the tile. Even when doing small repairs, we make the grout according to the manufacturer's directions, which in this case left leftover mud. Since you purchased alt of the materials, including the bucket and grout, we did not feel it was appropriate for the bucket to be taken from your property. If there are any tile items that need to be remedied, please let us know and we wilt do our best to correct them. We appreciate your comments and will work harder to ensure our customers receive the customer service they deserve. These types of constructive criticisms are what help us make our company better.