Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted],President
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@archwayone.com
With reference to Mr. [redacted]' s Complaint, please know the following:
Per our records, customer was aware, prior to installation...
that his tile selection and base was not adequate for the bathroom work. Customer decided to proceed with the material anyway.
On June 26, 2014 we received a call from Mr. [redacted] for service. An appointment was made for July 1st, 2014 which I, [redacted], attended. First of all and upon arrival I reminded the customer and made him aware that the tile installed had been picked out by him and had not been recommended by us. I also pointed out that the shower base had been his selection, but again, not recommended by us either.
Overall, Archway did not pick out this material, only installed it. I never agreed to replace the shower base and tiles at Archway's expense.
If Mr. [redacted] wants Archway to come out and remove the tile that Mr. [redacted] picked out, we can install a new tile and shower base but he needs to supply it. Once again, he was made aware before installation that this material which was picked out on his own was not recommended by Archway but proceeded to move forward.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all ,I would like to see the company's records indicating I was aware of the insufficient material. I was NEVER made aware of the insufficient material and the company's CONTRACTOR, which I have his name and number, came with my wife and I to pick out the material. THEIR CONTRACTOR PICKED OUT THE SHOWER AND THE BASE!!!!!!!.My wife and I did not know what to buy!!!! So Mr [redacted] is misstating the facts. He was not there with us and his contractor ,picking out the material...Furthermore, Mr [redacted]'s statement to me reminding me of the insufficient material is false. It was never said to myself or my wife or to the contractor who was working here that day. It is true we picked out the shower tiles with his contractor present. Mr [redacted]'s contractor even raved about the tiles beauty. If it was the wrong material, Mr. [redacted]'s contractor should have pointed that out to us. Instead we proceeded to buy the material and his contractor installed it, without telling my wife and I that it was the wrong product.
I am not the construction specialist here. Archway is...If the material we were purchasing was not acceptable, the construction specialist and his contractor should have warned us!. And they should have put that in writing that they could not guarantee their work!!! If they did, we would have never purchased it!!!!...So I must assume that Archway has incompetent contractors working for them and it is not this consumers fault. That falls on Archway for having that kind of worker employed!
Mr [redacted] DID AGREE to replace the shower, the tile and the base. We never discussed the price , so that is another fabrication of the facts of the case and further bending of the truth. But we feel the damage that has been done is caused by shoddy workmanship and material which was installed by the company which should be replaced at the company's expense....TWO questions I have to ask of Mr [redacted]....if the company knew the material was wrong, why as a professional company did they install A DEFICIENT PRODUCT,KNOWING ALL TOO WELL THAT IT WOULD EVENTUALLY CAUSE A PROBLEM?
WHY WERE WE NOT MADE AWARE OF THIS IN WRITING AND SIGNED BY ALL PARTIES INVOLVED?.THAT TO ME IS SOPSTANDARD OPERATING PROCEDURE!
AND I WOULD LOVE TO SEE THE PROOF THAT I WAS MADE AWARE OF THE INSUFFICIENT PRODUCT.
Final Business Response /* (4000, 11, 2014/08/13) */
8/12/14
In an attempt to resolve this complaint but with no admission of liability, our office will call Mr. [redacted] to schedule an appointment within the next couple of weeks to have our foreman out to stop the leak and repair his base and tile.
[redacted]
Office Manager
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted],President
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@archwayone.com
With reference to Mr. [redacted]' s Complaint, please know the following:
Per our records, customer was aware, prior to installation...
that his tile selection and base was not adequate for the bathroom work. Customer decided to proceed with the material anyway.
On June 26, 2014 we received a call from Mr. [redacted] for service. An appointment was made for July 1st, 2014 which I, [redacted], attended. First of all and upon arrival I reminded the customer and made him aware that the tile installed had been picked out by him and had not been recommended by us. I also pointed out that the shower base had been his selection, but again, not recommended by us either.
Overall, Archway did not pick out this material, only installed it. I never agreed to replace the shower base and tiles at Archway's expense.
If Mr. [redacted] wants Archway to come out and remove the tile that Mr. [redacted] picked out, we can install a new tile and shower base but he needs to supply it. Once again, he was made aware before installation that this material which was picked out on his own was not recommended by Archway but proceeded to move forward.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all ,I would like to see the company's records indicating I was aware of the insufficient material. I was NEVER made aware of the insufficient material and the company's CONTRACTOR, which I have his name and number, came with my wife and I to pick out the material. THEIR CONTRACTOR PICKED OUT THE SHOWER AND THE BASE!!!!!!!.My wife and I did not know what to buy!!!! So Mr [redacted] is misstating the facts. He was not there with us and his contractor ,picking out the material...Furthermore, Mr [redacted]'s statement to me reminding me of the insufficient material is false. It was never said to myself or my wife or to the contractor who was working here that day. It is true we picked out the shower tiles with his contractor present. Mr [redacted]'s contractor even raved about the tiles beauty. If it was the wrong material, Mr. [redacted]'s contractor should have pointed that out to us. Instead we proceeded to buy the material and his contractor installed it, without telling my wife and I that it was the wrong product.
I am not the construction specialist here. Archway is...If the material we were purchasing was not acceptable, the construction specialist and his contractor should have warned us!. And they should have put that in writing that they could not guarantee their work!!! If they did, we would have never purchased it!!!!...So I must assume that Archway has incompetent contractors working for them and it is not this consumers fault. That falls on Archway for having that kind of worker employed!
Mr [redacted] DID AGREE to replace the shower, the tile and the base. We never discussed the price , so that is another fabrication of the facts of the case and further bending of the truth. But we feel the damage that has been done is caused by shoddy workmanship and material which was installed by the company which should be replaced at the company's expense....TWO questions I have to ask of Mr [redacted]....if the company knew the material was wrong, why as a professional company did they install A DEFICIENT PRODUCT,KNOWING ALL TOO WELL THAT IT WOULD EVENTUALLY CAUSE A PROBLEM?
WHY WERE WE NOT MADE AWARE OF THIS IN WRITING AND SIGNED BY ALL PARTIES INVOLVED?.THAT TO ME IS SOPSTANDARD OPERATING PROCEDURE!
AND I WOULD LOVE TO SEE THE PROOF THAT I WAS MADE AWARE OF THE INSUFFICIENT PRODUCT.
Final Business Response /* (4000, 11, 2014/08/13) */
8/12/14
In an attempt to resolve this complaint but with no admission of liability, our office will call Mr. [redacted] to schedule an appointment within the next couple of weeks to have our foreman out to stop the leak and repair his base and tile.
[redacted]
Office Manager