Thompson Price Kitchen Bath & Home LLC

Initial Business Response /* (1000, 5, 2015/09/21) */
Contact Name and Title: [redacted] C. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thompsonprice.com
This project was a partial project that entailed us working with existing products. We removed a tub, walls, door and fixtures. ...

We installed a new shower with reusing the existing fixtures and a new door, wall tile and shower base. There was considerable mis communication with this customer. We were told that we could not be at her house on certain times and days due to the fact that she was not available. We had confusing information from her to the different trades that did work at her home. When I discovered that there was a delay in the project I got involved and was told by the customer that it was OK for us to work at her home while she was away. We had one installed begin the project and another complete it again because of her not allowing us in the house when she was not there. Once this was rectified, we sent our crew to work at her home on a Sunday so as to get this project completed. As a company we always protect the existing floor especially when we are reusing products. The installer Don has informed me that he in fact did have cardboard on the floor. If he had not then how could we get the existing tub out of the small space without removing the vanity or the top?? Our project manager also informed me that the floor was covered and protected. There was time between Don and the 2nd crew being at the job, but when the 2nd crew showed up they informed me that the floor was covered. Since they were doing more of the tile work they also covered much of the floors in the remainder of the house. I talked with this customer about the time line and she told me if was OK that she had another bathroom to use. She never complained about the time it was taking. That was my concern when I heard about the request that no one be there when she was not there. She informed me that there was a scratch on the floor and I told her that we would take care of it. If I had been aware of the poorly installed floor and the bad selection of material I would not have suggested that we could repair the one tile in question. When I went out to do our final walk thru, and inspect the things that may need to be corrected, See the "Usable Completion Certificate" I looked at the floor on my hands and knees. I pointed out to the customer all of the many other scratches that were very noticeable upon examination. She acknowledged that they were there and that the floor was very dull. I told her I would have our floor specialist look at it and give us the best alternative to repair the problem. It was then that I was made aware of the poor install of the original floor and the poor selection of product. She now has a beautiful bath short of the dull, scratched, existing and one new one, stained grout, her admission, and it is not possible to fix the one scratched tile without making the entire floor look bad. I offered her the ability to have our floor company repair the entire floor at our cost of $800.00 at which she accepted. As the time approached for the floor company to come out and do the work the customer acted like she did not know that she was to pay the discounted price and told the floor company that we were paying for the redo of her floor. After a number of conversation with the customer we cancelled the repair and now the customer wants us to pay for the floor problem which was existing before we began the work. What she does not know is that we took care of the trash haul, which was her responsibility, at no charge to her, upon questioning all persons involved with this project it is my decision to still allow the customer to have the floor company come out and take care of the floor at our cost of $800.00. Or She can call another company, but we are not responsible for poor workmanship of projects by other companies. When they are not installed properly that becomes the responsibility of the owner and or the buyer of the home. This customer was assured that the floor would make this room look the way it should look if she had the proper floor installed from the beginning. If it is possible to repair the one tile that is scratched, not sure by who, I would be happy to do that for this customer. The problem is that the installer has told me it would look so different from the rest of the floor that the customer would not be happy. I am willing to do that if it can be accomplished by the floor company.

Initial Business Response /* (1000, 5, 2015/09/21) */
Contact Name and Title: [redacted] C. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thompsonprice.com
This project was a partial project that entailed us working with existing products. We removed a tub, walls, door and...

fixtures. We installed a new shower with reusing the existing fixtures and a new door, wall tile and shower base. There was considerable mis communication with this customer. We were told that we could not be at her house on certain times and days due to the fact that she was not available. We had confusing information from her to the different trades that did work at her home. When I discovered that there was a delay in the project I got involved and was told by the customer that it was OK for us to work at her home while she was away. We had one installed begin the project and another complete it again because of her not allowing us in the house when she was not there. Once this was rectified, we sent our crew to work at her home on a Sunday so as to get this project completed. As a company we always protect the existing floor especially when we are reusing products. The installer Don has informed me that he in fact did have cardboard on the floor. If he had not then how could we get the existing tub out of the small space without removing the vanity or the top?? Our project manager also informed me that the floor was covered and protected. There was time between Don and the 2nd crew being at the job, but when the 2nd crew showed up they informed me that the floor was covered. Since they were doing more of the tile work they also covered much of the floors in the remainder of the house. I talked with this customer about the time line and she told me if was OK that she had another bathroom to use. She never complained about the time it was taking. That was my concern when I heard about the request that no one be there when she was not there. She informed me that there was a scratch on the floor and I told her that we would take care of it. If I had been aware of the poorly installed floor and the bad selection of material I would not have suggested that we could repair the one tile in question. When I went out to do our final walk thru, and inspect the things that may need to be corrected, See the "Usable Completion Certificate" I looked at the floor on my hands and knees. I pointed out to the customer all of the many other scratches that were very noticeable upon examination. She acknowledged that they were there and that the floor was very dull. I told her I would have our floor specialist look at it and give us the best alternative to repair the problem. It was then that I was made aware of the poor install of the original floor and the poor selection of product. She now has a beautiful bath short of the dull, scratched, existing and one new one, stained grout, her admission, and it is not possible to fix the one scratched tile without making the entire floor look bad. I offered her the ability to have our floor company repair the entire floor at our cost of $800.00 at which she accepted. As the time approached for the floor company to come out and do the work the customer acted like she did not know that she was to pay the discounted price and told the floor company that we were paying for the redo of her floor. After a number of conversation with the customer we cancelled the repair and now the customer wants us to pay for the floor problem which was existing before we began the work. What she does not know is that we took care of the trash haul, which was her responsibility, at no charge to her, upon questioning all persons involved with this project it is my decision to still allow the customer to have the floor company come out and take care of the floor at our cost of $800.00. Or She can call another company, but we are not responsible for poor workmanship of projects by other companies. When they are not installed properly that becomes the responsibility of the owner and or the buyer of the home. This customer was assured that the floor would make this room look the way it should look if she had the proper floor installed from the beginning. If it is possible to repair the one tile that is scratched, not sure by who, I would be happy to do that for this customer. The problem is that the installer has told me it would look so different from the rest of the floor that the customer would not be happy. I am willing to do that if it can be accomplished by the floor company.