National Tub and Tile Refinishing Inc

Let us begin with the fact that the customer requested a PARTIAL REFUND via email. We gave her what she asked for immediately We did not do so as "a get lost check" as she statesWe did what she asked for! (see her email requesting this partial refund)
Now her story has changed yet againHer story is always changing We do find that interestingHer request for a full refund has now only begun in her newest complaintsHer stories get longer and bigger and most inaccurate at bestWas there an issue? YesDid we go back times and try to make her happy? YesWas she told that dents would not come out? YESCommon sense tells every one that, but we told her anywayshe said she understoodWe told her most would and the larger ones would only look better when refinishedThe dust particles were an issue and we went back to remove them.
Neither she nor her children were dealing with toxic fumes.
I imagine that does sound better for dramatic effect but since the state of Virginia regulates the VOC (volitile orangic compound )content, she surely must know betterEach compliant she writes is differentEach complaint she brings up something new that she never did before.
We went back for things we told her couldn't be done anyway to try to make her a happy customer.
We have tried to make this customer happyShe had a contractor do this prior to us and she was unhappy with the peeling of the coating.
We then had to strip their work and attempted to resolve her issues
Her slander is getting oldEach time she complains the lies get biggerNow in this newest compliant she refers to her emails as irrelevant details(where she asked for partial refund etc)
Fact is, she was unhappy with the workWe went back timesShe was still very unhappy.
We were very happy to give her a partial refund PER HER REQUESTHer email states clearly a partial refund.
We never saw any footprints but if a customer tells you that you always assume they are telling the truth and you will take care of it As per the emails attached previously you can see that we never told her to do this on her timeWe said we would do it upon our return (days) and she said she wanted to do it now so we told her that acetone would take it all offWe also have an email that was sent to her with a document attached telling her to remove all items from the room so nothing could be hurtInteresting that is never mentioned by herWe even bought extra products to do this job for her per her request for plastic everywhere to enclose the room, which no company does and which we don't normally do.
But we did it to give her a comfort level and now we only get liesWe will not be giving this customer a full refundWe attempted to make this right with herWe gave her what her original request was to usYou can't change your mind laterNow she doesn't like what she asked for and is demanding moreWe have completed our journey with his customerWe are very sorry that she is unhappy.
We have tried to make her happyWe gave her what she asked for, a partial refundWe have reviews onlineAll perfectbad one, this one.
Believe me, we aren't happy that we couldn't make her happy but we did all we could and we even gave her what she asked for monetarily in her emailWe feel as though she is working on slander now and we will move forward to legal action if she persists

Once again National Tub and Tile Refinishing Inc.’s flippant
response is not only insulting but continues to reference fabricated
information that is not supported by any evidence and continues to trivialize
the hazardous nature of the chemicals that it exposed my family to
I hired National Tub and Tile Refinishing Incon November
21, to perform a quality job which as I was reassured were to result in a
white smooth, glossy and slippery tub, without hard dangerously sharp particles,
and without unrepaired dents and scratches.
This is an industry-wide standard and this is what I expected. National Tub and Tile Refinishing IncDID
NOT DELIVER WHAT THE COMPANY PROMISSED FOR $It promises to “Our procedure
is to thoroughly clean the fixtures and repair any damage or chips.” and but my
tub remains full of dents, scratches and chips with a porous textureFor that
I demand a FULL REFUND
As citizen I am allowed to change my mind and demand a full
refund instead of a partial refundThis is especially true if to refinish the
tub with another company I will have to pay $or moreHence, FULL REFUND
only will be satisfactory
Kind regards
***
Please see the article: CDC warns of bathtub
refinisher deaths tied to common paint stripping chemical

This is a very inaccurate portrayal of the truth. I would like to start with this.The customer is the first one in 10 years to give us less than an A rating. 
We have [redacted].com, [redacted] and [redacted] list as well as 95 seperate reviews on home advisor, all perfect.
So we...

need to establish this customers issues.
She has complained to Home Advisor and after that inquiry she was found to be incorrect.
So she is now trying to do this via Revdex.com.
She had another company do her tub. She was unsatisfied and it was peeling so she called us.
We not only went back to this woman's home but we went above and beyond all customer service issues.
She asked for a partial refund in email, no amount was requested, just a partial refund.  I have all her emails to document what I am stating here.
She got a partial refund. Now she wants a full refund. We are not refunding the complete job at this point in time.
We went back to her home many many times, we explained, we did everything she asked and then some and she was never satisfied.
She wanted something that couldn't be done to her tub. She was told that upfront. 
Now she is asking for a full refund, yet she wants a warranty. She won't cash our check because as she said it will negate her warranty, yet she wants another company to come in and do it all over again. So why does she need a warranty? Something doesn't fit.
No damage was done to her home, in fact she was so concerned about fumes that she made us wrap her bathroom in plastic which we don't normally do.
But to appease the customer and give them a comfort level we bought the product she requested and we did it for her at no charge to her.
When she claimed there were dust particles on her vanity we went back. It was not our product but we cleaned it all off anyway and said nothing to her.
Now to her issues of her tub. When she had an estimate she was told that the dents in her tub could be filled in on SOME OF THEM. The others we could only make look better with a new coating.
She said she understood. Our mistake was not putting that in writing. Her bathtub was in bad condition as well as having another contractors work on it that was peeling.
We went 3 times. Each time she sent pictures complaining of the dents. We redid it for her and explained again that you can't remove dents completely, explaining how it was like a car, you removed them from the other side. That can't be done as you know if you are keeping your tub in place.  One moment she was fine with the coating, the next it was dents, then she said she understood and then it was particles. 
She claimed she had footprints on the floor. We were shocked. She called and emailed asked how she could clean them. We already had an appointment to go back. What she doesn't tell you here is that Rick (The owner ) told her he could take care of them upon his return but if she wanted she could remove them with acetone. Not once was she brushed off or told to do this herself. Rick wanted to see this himself so he intended to take care of this, if it were an issue, when he got to her home.  When he returned she showed him nothing on the floor  or anywhere for that matter and never mentioned it.  He looked and saw nothing. Was it ever there? We don't know because each email and compliant gets more convoluted and exaggerated.
She asked us for a partial refund in writing and we did give her one.
She is changing her story yet again. 
We did all we could for her. When we realized that nothing we could do about her dents didn't make her happy we agreed to give her what she asked for, a partial refund.
Now she wants more.
Attached is the email requested a partial refund.
 
[redacted] A refund of any kind will negate your warranty. Bozena dents were in your tub to begin with. Chips and scratches are filled in. Dents you can’t fill in. For example: If you take a hammer to your tub you can’t un-hammer it.  You can relgaze over it to give it a better look but you can’t make that be new.  Your expectation for reglazing is not realistic as it stands today unfortunately. A new tub is the only way you are going to get a new tub.There are 5 coats on this as well as heavy duty adhesion properties.Please refer to your care sheet for the rest of the life of this tub. A check has been cut for $250 and has gone in the mail today.We're sorry we couldn't make you happy.PeggyOffice ManagerNational Tub and Tile Refinishing Inc.Easy-Restore LLCCountertop Artisanswww.nationaltubandtile.comwww.easy-restore.comwww.countertopartisans.com...⇄  [redacted] ofc[redacted] faxNow Fabricating Solid Surface Countertop/Vanities from Corian, Livingstone and more. Ask us for details.Member of:Revdex.com-Revdex.com of DC MetroNARI-National Association of the Remodeling IndustryIBRA International Bathtub Refinishers Assoc-------- Original Message --------Subject: Re: your appointment request for correctionsFrom: Bozenajk <[email protected]>Date: Thu, December 18, 2014 4:53 amTo: Rick Hugill <[email protected]>Hi Rick,Thank you again for redoing the tub. I wish it was as dent free is smooth. But some dents remain and it is porous. Could you please provide a partial refund since we tried 3 times already. I am attaching the photos which are dated. Please let me know how will your warranty now work given that the tub is not smooth and has some dents. I imagine that wear and tear is not the same as on smooth slippery surface as the dirt will be harder to clean. For now I have not used the tub.I am Really sorry I have to write this email but I was open to retrying to redo and very flexible taking my own vacation to be there two times during the week. Kind regardsBozena Giza