Bath Renew

Dear [redacted] I'm writing in response to complaint ID [redacted] As you know, I have documentation of all correspondence with [redacted] before, during and after she signed her contract with Century Home & Bath, Inc., as well as her initial letter to the Revdex.com that excluded a number of important details that brought her to filing a complaint As an honest business owner who has decades of experience and thousands of satisfied customers, I offered [redacted] two solutions, neither of which she accepted: We would, and I quote from [redacted] 's letter dated September 10, 2015, return to her residence, "November 16th...to finish the work." In the same above-mentioned letter, [redacted] claimed she wished to, "hire someone else to finish the job." In response to that statement, on September 14, 2015, we offered to terminate her contract, as per [redacted] 's request, "provided that we can recive payment for the work done thus far on bathroom #in the amount of $3,250." In response, [redacted] has stated that she now wishes Century Home & Bath, Incto "finish the job in a timely manor (spelled incorrectly), get paid and get a good review," along with yet another threat of withholding monies owed, as well as submitting a negative review of Century Home & Bath, Incwith the Revdex.com I am confident, and my documentation will prove, Century Home & Bath, Inc always communicated appropriately and professionally with [redacted] Any additional charges she mentioned were approved by her for upgrades she requestedAs stated in my letter September 14, 2015, I will allow [redacted] to terminate our contract as soon as she submits payment of $3,250, the amount due from work completed on the 3rd bathroom I am so positive that our dealings with [redacted] regarding this situation have been nothing but professional and appropriate, that Century Home & Bath, Inchas already retained legal counsel in the event that this matter cannot be resolved amicably Thank you, John CP [redacted] , President

This customer was given the contact information for the manufacturer of the products which were installedIt was explained to her that she would need to call and arrange for a representative to visit her homeUnfortunately, we are no longer a dealer of these products and do not have access to them any longer.As for calls not being returned, we had been using an answering service while out of the officeWe experienced a few instances where we were not receiving messages regarding our incoming callsThat issue has been rectified.Once I was made aware that she had not been contacted, I asked her salesman to contact her with that explanation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.He told both my mother and myself that it would be done in a monthWhen the month passed I called and asked when it would be doneAt this time he said he told us a month or so I told him that was not what he told us and I would like an update as to the time frame it would be donewhich I never got He also told me that the crack on the base was going to be filled, why would he fill a scuff mark? So now that is changing along with the timeframe I don't understand how he can say it is not a safety issue when he told me that this has never happen beforeHow does he know the crack will not continue to the handrail? Regards, [redacted] ***

John P [redacted] came today and looked at the cracks on the wall and on the base He is going to put another sheet over the existing section where the cracks are The base he said can not crack any furtherThey will put a filler in He said the work can not be done for a month or so This is all the information we have at this time Hopefully we will hear from him in a month and the work will be done

To whom it may concern: Working with *** *** on this project has been extremely difficult, to say the leastWe have tried desperately to accommodate her however, we've been met with resistance each timeWe have never asked her to adjust her schedule in fact, she openly offered to furnish
us with a key to her homeShe boasts about having remodeled many homes in the past, yet fails to understand scheduling concerns and delaysIn fact, if she had truly worked with any high-end contractors in the past, she would have known that the contractor collecting "job progress" payments (as certain predetermined tasks are are completed) are not uncommon on jobs with a higher than contract amount, such as this jobShe has also asked for additional work to be performed (outside of the scope of work), and then refused to pay for it *** *** told me directly when asked about this, that we would be paid the amount that was on the contract, "and not one penny more"When I questioned her about with holding this additional amount, I was told by her that "it wasn't her problem"She has asked our installers to leave the job site to pick up materials for her, only to say that she would have easily done it, when questioned about it by myself. On one occasion while in our office, *** *** became verbally abusive towards two members of my staffOne female employee became so upset that she had to close her office door for fear that the episode would escalate into a physical altercationI also received a phone call from one of my installers on another occasion, and being told that he was very uncomfortable working there due to how hostile she was acting towards him. *** *** makes mention in regard to delays in completing the first two bathrooms, what she failed to mention was that part of the delay was due to her cabinet builder not having the vanity for that bathroom on site, ready to install and that she wanted my installers to move a pedistal sink from one room to another, but failed to understand that there were plumbing feed lines inside of the wall which had to be moved as wellThere was also another delay on this job, due to a defective tub which was purchased directly by *** ***, that we had to wait for parts to be delivered so that we could complete the installation*** *** even joked about having friends who told her not to buy this particular tubThis information was also "conveniently" left out of her initial complaint. Each one of these many delays, caused us to one again change our installation schedule and in doing so, affected many customers who had been patiently awaiting our arrival for their projects At one point, we had to rearrange nearly two dozen jobs. As for the third (and final) bathroom, *** *** had asked me to arrange a conversation between herself and our tile installer prior to the commencement of this bathroom, which I gladly didThis conversation took place days prior to the start of the final bathroom, and all parties thoroughly understood the scope of work and timing of this final bathroomDuring this initial conversation, there was no mention made whatsoever about a plumbing access panelIn fact, the type of tile and tile layout the *** *** selected, prevents this from being doneThe suggestion by our tile installer (who has years of experience) of breaking the tile in the event of an emergency, was actually the best way to approach this, as tile can easily be replaced if need beOnce again, simply an answer that the Drdid not want to hear. I would like to add that *** *** was informed that due to previous delays on her job (which were totally outside of our control), that we would not change our schedule againShe was informed that we would return to finish her third bathroom as soon as we had a break in our schedule, and were able to devote the needed weeks of time to complete her job. In closing, I would like to add that *** *** was quite possibly, the rudest, most unprofessional person that I have ever dealt with in my nearly years of doing businessHad I known anything about her initially, I would have never entertained this contract. *** *** states in her complaint that she would "like to hire someone else to finish the job", let me make it easy on her- I will gladly terminate the remainder of our contract with her by collecting $3250.00, which represents the work that has been done thus far in that bathroom.Sincerely,John P***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business has never called me, I have never received the manufacturers informationThey lied to you.Regards,*** ***

It was explained to the homeowner on my initial visit that due to our schedule backlog, this service would be "at least" a monthNo definitive time frame was givenWe then experienced a setback with one of our main technicians hospitalized, which caused us to miss three full weeks of installationsConsequently, we are behind scheduleI will not have the time to address this until we can get back on trackThis is not an emergency situationUnderstandably the customer wants it fixed, which it will be as soon as reasonably possiblyI apologize for not being able to control these setbacks

We received one message from this customer, in which we replied but got no answerWe have also hired an answering service to handle calls when we are closedUnfortunately, we did experience some issues regarding getting our messages initiallyThis may be why the customer states that she has tried
us numerous timesWe will attempt to reach her by phone again

I met with homeowner to access her concernsI agreed to replace wall panel, and repair scuff marks on shower baseHomeowner was instructed that this repair would not be able to be done right away due to our heavy work loadIt is not a safety or water leak concernHomeowner was fine with that, at that timeI also, spoke to homeowners daughter, who was told the sameAs per our signed contract, we reserve the right to repair/ replace as neededThere is no reason that this unit needs to be replaced, and no refund will be givenThe repair will be made as soon as our schedule permits us to do so

A message was left for the *** by Lee ***, a salesman from our office, explaining that we no longer carry that brandThe contact information provided to the Dorsey's was as follows: *** *** *** The homeowner was instructed to contact this company, and ask to have their representative contact them about a solutionThere is no other way for us to have handled this apparent problem, as we no longer have access to this product

I am offering a resolution.
Either finish the job in a timely manor, satisfy the customer, get paid and get a good review. or
Delay the finish of the job, I will get estimates to finish and deduct this amount from what is owed, and write a bad review.
I would think any good business man who is concerned for the reputation and future of his business would go with the first option:Satisfy the customer and get paid and get a good review.

John P[redacted] came today and looked at the 3 cracks on the wall and 1 on the base.  He is going to put another sheet over the existing section where the cracks are.  The base he said can not crack any further. They will put a filler in.  He said the work can not be done for a month or so.  This is all the information we have at this time.  Hopefully we will hear from him in a month and the work will be done.

This customer was given the contact information for the manufacturer of the products which were installed. It was explained to her that she would need to call and arrange for a representative to visit her home. Unfortunately, we are no longer a dealer of these products and do not have access to them...

any longer.As for calls not being returned, we had been using an answering service while out of the office. We experienced a few instances where we were not receiving messages regarding our incoming calls. That issue has been rectified.Once I was made aware that she had not been contacted, I asked her salesman to contact her with that explanation.

Dear [redacted]
I'm writing in response to complaint ID [redacted]
As you know, I have documentation of all correspondence with [redacted]
before, during and after she signed her contract with Century Home & Bath,
Inc., as well as her initial letter to the Revdex.com that excluded a number of
important details that brought her to filing a complaint.
As an honest business owner who has decades of experience and thousands of
satisfied customers, I offered [redacted] two solutions, neither of which she
accepted:
1. We would, and I quote from [redacted]'s letter dated September 10, 2015,
return to her residence, "November 16th...to finish the work."
2.  In the same above-mentioned letter, [redacted] claimed she wished to,
"hire someone else to finish the job."  In response to that
statement, on         September 14, 2015, we offered to terminate her contract, as per
[redacted]'s request, "provided that we can recive payment for the work
done thus far on bathroom #3 in the amount of $3,250."
In response, [redacted] has stated that she now wishes Century Home &
Bath, Inc. to "finish the job in a timely manor (spelled incorrectly), get
paid and get a good review," along with yet another threat of withholding
monies owed, as well as submitting a negative review of Century Home &
Bath, Inc. with the Revdex.com.
I am confident, and my documentation will prove, Century Home & Bath, Inc.
always communicated appropriately and professionally with [redacted]. 
Any additional charges she mentioned were approved by her for upgrades she
requested. As stated in my letter September 14, 2015, I will allow [redacted]
to terminate our contract as soon as she submits payment of $3,250, the amount
due from work completed on the 3rd bathroom.
  
I am so positive that our dealings with [redacted] regarding this situation
have been nothing but professional and appropriate, that Century Home &
Bath, Inc. has already retained legal counsel in the event that this matter
cannot be resolved amicably.
Thank you,
John C. P[redacted], President

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.He told both my mother and myself that it would be done in a month. When the month passed I called and asked when it would be done. At this time he said he told us a month or so.  I told him that was not what he told us and I would like an update as to the time frame it would be done. which I never got.  He also told me that the crack on the base was going to be filled, why would he fill a scuff mark? So now that is changing along with the timeframe.  I don't understand how he can say it is not a safety issue when he told me that this has never happen before. How does he know the crack will not continue to the handrail? Regards,[redacted]