Custom Installations

The customer is absolutely correct in that we signed a contract for the specified amount and that the deposit check has been cashed by our company over months ago. And the customer is correct in saying that we are negotiating with their insurance company and that they are not budging However, we are not looking to "get a big payout from the insurance company" as was stated. We are only looking to get properly compensated for items that were missed by the insurance company and standard for our trade. We have been in constant communication with the customer as we have gone to great lengths in advocating on their behalf with their insurance provider, Rockford Mutual, to pay for a quality installation that meets current standard trade practices as well as current building codes. Specifically, we're looking to get them to pay for the correct substrate (plywood and not OSB), proper insulation under the flat roof to meet current City Of Chicago Building Codes, as well as a few other items. We've communicated to the customer that we believe her animosity should be directed towards her insurance provider as we believe they are only willing to reimburse her for a substandard installation and that we are working very hard to get her a quality installation. Despite our efforts to try and negotiate upfront and before we commence with work we have agreed to move forward with the work per the customers requestWe will be providing pictures and copies of our purchase orders to the insurance carrier and hope to get properly reimbursed after the job is complete.The customer is absolutely correct in that we signed a contract for the specified amount and that the deposit check has been cashed by our company over months ago. And the customer is correct in saying that we are negotiating with their insurance company and that they are not budgingHowever, we are not looking to "get a big payout from the insurance company" as was stated. We are only looking to get properly compensated for items that were missed by the insurance company and standard for our trade. We have been in constant communication with the customer as we have gone to great lengths in advocating on their behalf with their insurance provider, Rockford Mutual, to pay for a quality installation that meets current standard trade practices as well as current building codes. Specifically, we're looking to get them to pay for the correct substrate (plywood and not OSB), proper insulation under the flat roof to meet current City Of Chicago Building Codes, as well as a few other items. We've communicated to the customer that we believe her animosity should be directed towards her insurance provider as we believe they are only willing to reimburse her for a substandard installation and that we are working very hard to get her a quality installation. Despite our efforts to try and negotiate upfront and before we commence with work we have agreed to move forward with the work per the customers requestWe will be providing pictures and copies of our purchase orders to the insurance carrier and hope to get properly reimbursed after the job is complete

Master Bath floor tile issueCustom Tile Installations installed all the tile in the house we had built in 2013. The master bath shower floor has separated from the under layer and water is between layers. You can hear the crunching when you step on the floor. Have contacted him 6 times over the last two weeks and have left messages to call me.Desired SettlementHave the contractor fix the shower floor so water does not get underneath it. Business Response All repairs were made and a misunderstanding on the severity of the issue on the customers behalf. It is a very minor issue that was resolved and no reports of further issuesConsumer Response The contractor did come out to inspect the problem and within a day came back to fix the drain issue. The contractor indicated that if the first fix didn't work he would come back until it was resolved. At this time, the problem has not resurfaced.