Finishing Touches

This complaint has been so confusing to me because every time I hear of it a new story comes up. I have proof in my our text message exchange with the clients that they wanted me to repair the subfloor, then replace the subfloor, the replace their flooring. I can provide the complete text message exchange that proves the flooring contractor and I agreed to do what it takes to make sure the customer was happy even though the subfloor was not our fault as long as the customer paid for subfloor materials. The reality is the client is not happy with the flooring they chose and they want me to pay for it so they are trying to build a case so that I pay for new flooring.  At the end of this, the flooring was installed properly and the homeowners chose the flooring. I can not take responsibility for a client changing their mind on a flooring of their choice. All contractors provide samples of materials to be installed and the homeowners choose what they want. Nothing is forced on them. I feel hurt because I did my best to give them an amazing kitchen and I felt we developed a great relationship but after what they have said about me jeopardizing my lively-hood its very hurtful. If you need the full exchange proving any of this, please feel free to contact me anytime. Thank you.

Response for Case [redacted]:The situation with Mr. [redacted] was indeed unfortunate. When
dealing with manufacturers, one leans on them and their ability to make the
orders correctly. Sometimes this does not happen, especially with very specific
designer-quality materials. Fortunately,...

manufacturers have warranties in place
to make a claim if something is produced incorrectly or defective. Mr. [redacted] ordered 2-toned painted wood blinds with upgraded
metal tassels. When Mr. [redacted]’s blinds came in they were the wrong color,
despite having ordered them correctly. This was not noticed until the installer
was putting them up (they do not open packages prior to them being on site for
shipping and handling warranties). We were happy to install them temporarily so
that he had privacy while the correct blinds were ordered (he had just moved
in). Sadly, Mr. [redacted]’s Sliding Shutter also came in with the wrong frame and it
too had to be re-ordered. These issues were addressed IMMEDIATELY and the
products were re-ordered by the end of the day.  We had the replacement
products in less than 7 working days and we installed them the first date that
Mr. [redacted] was available. We were actually impressed with how quickly we got the
custom painted blinds and shutters since they can often take up to 30 days to
receive. The manufacturers recognized that this was their mistake and they did
everything they could to expedite the process. Much to our dismay, the second
round of blinds came in with the correct paint color but they did not have the
correct tassels. We then had to replace those. This was such a big deal that
the manufacturer had a large meeting over it and found a way to ensure that it
will never happen again.Although all of these circumstances were outside of our control
it was decided that we should give Mr. [redacted] an extra blind (they had mentioned
a door that they didn’t think to cover on the initial order) and we even went
so far as to mail him a hand-written apology on a nice card with a $100 gift
certificate so he could take his wife out to dinner or spend it how he saw fit.
This was offered voluntarily without being asked. Mr. [redacted] never asked for a
discount on his final balance, he paid his balance in full.At the end of the job, Mr. [redacted] had the exact blinds that
he picked out at the showroom, a free blind, a gift card, many apologies, and
persistent dedication to correct the manufacturers mistakes in a timely manner.
We extended a $640 discount in the beginning because he did pick some of our
more luxurious products and he did all of his windows with us. It is
unfortunate that this happened on his job, but it could have happened with any
company and unfortunately that just comes with the nature of custom products. As for the bill itself, Mr. [redacted] was confused and called
for clarification before ever committing to the purchase. In the showroom Mr.
[redacted] was given “Turn-key” pricing. This was all inclusive of any service
portions of the job including: Design Consultation (Assistance in the selection
of the product), Lot Tracking (Multiple trips are often necessary to ensure
that the windows are ready for measure), Measurement (Each window is measured
to ensure accuracy), Shipping and Handling (The blinds have to make it from one
place to another), Installation, and Trash Removal (Some companies leave it up
the buyer to dispose of packaging waste, we remove it from the site). These
portions of the bill are separated because services and materials are taxed
differently. We usually use a 50/50 split. This is no different than any other
client, and it is exactly how it was explained before the
purchase was made.The most upsetting part of this is that Mr. [redacted] is
unhappy. We take pride in our service and we genuinely did the best we could to
rectify the mistakes that were outside of our control. Seeing this pop up
months after the job had been completed was a bit off-putting. We are going to
take this chance to apologize one more time for any inconvenience, but we do
ask that you try and be understanding. As a company, we are at the mercy of the
things we cannot change, we will work hard to change the things we can, and we
will strive to know the difference. The Staff at Finishing Touches

sans-serif;">Response is that I have a meeting with her today to check the roof. I wrote her a letter after I received a letter from her in Nov to contact me explaining our position and to schedule a time for me to stop by to inspect the roof and ceiling. I can forward you the letter if needed.
Thanks
Thanks,
[redacted]
President

If you need any kind of remodel job, these are the people to call. I have nothing but high praise for this company. If you have any problem with a job or for any reason, Mr. Rick Kaz is always available and will always follow up to make sure you are completely satisfied. I had a minor "squeeking" problem with a floor that was installed almost 3 years ago and he personally came out to my home to see for himself. The problem was solved quickly and to my satisfaction. The work quality on our remodel went beyond our expectations. Thank you so much! R. [redacted], Cheektowaga, NY

KAZ did a shingle/gutter replacement and interior remodel job. The project developer said it would look lke a million bucks and it does.
The crew was polite and knew what to do and when to do it. They were neat too. They put down floor protectors and at the end of each day they stayed until everything was swept up.

I am not making up anything. Either way a "substrate" as the home owner states does not need to be laid over another substrate. Homes have floor joists, sub-floor over it, then wood substrate on top of the sub-floor for linoleum or hardi-backer for tile. As the customer originally stated "My floor was striped down to the sub-flooring & then moisture cloth laid but no substrate was laid." we did not stripe it down to the sub-floor. The areas have a wood "substrate" over the sub-floor and what is require when installing floating floors is an underlayment moisture barrier which the home owner confirmed we installed. If anyone wants to remove the floors they will find that there is the under-layment, wood "substrate", then the sub-floor. The job was properly done.

I am rejecting this response because:
We have no idea why he thinks up stories, we are consistent. The subfloor was never discussed with us, his subcontractors for the floor did nothing but talk about the subfloor, we did not ask to have the subfloor replaced or repaired, and we simply wanted the finished floor to have a substrate installed and the finished floor reinstalled. Jose came over on one of the days he was working & he removed the linoleum that was in great shape and we agreed to leave for a substrate, however [redacted]’s worker removed the linoleum. See text dated 10/17/2016 @ 10:03 am, you can see from [redacted]’s own text the linoleum (that was in good shape) was to stay. [redacted], was never on site at the time of the floor install he is only relying on the words of his subcontractor.   Very simple, we have no idea what [redacted] discussed with his subcontractor may have talked about, but it definitely was not with us. I started texting [redacted] when I realized he was not happy with us because the quality of work he and his contractor were providing was not our definition of quality work. I could go on, but I only want the cost to have the floor pulled up substrate put down and floor replaced, so that we can finish the flooring though out our home$1100.00. So, we are not happy with this floor and there are many other things that we are not happy with but we are only looking to have the floor fixed the proper way. I have attached texts showing what was texted about leaving the linoleum from [redacted].  Also please see attached pictures reflecting the removal of linoleum. I am so sorry his feelings are hurt but this is business.

The flooring was properly installed with the necessary flooring underlayment. It is a 100% waterproof vinyl floating floors. When the flooring was installed the subfloor...

had no issues and was in fact solid. The home owner informed me and my flooring sub-contractor about the floors squeaking. The flooring company inspected the floors on two separate occasions and the floor squeaked on the first but not the second because of the climate. We all agreed that it was due to the change in weather which I can not control. We still offered to pull up the floating floors and re-nail the subfloor and re-install the floating floors at no charge but they wanted me to completely replace all their subfloor and flooring at my cost. The flooring company and I agreed to replace the subfloors and re-install the floating floors even though they are not damaged, as long as the home owners purchase the materials. We both wanted to make sure that the home owner was happy and know that we offered to do what was necessary to remedy the situations. Unfortunately The home owners refused both options. They want me to completely replace the new, un-damaged subfloor, plus the un-damaged flooring at my cost. I feel they are being unreasonable. Every time I hear about the flooring complaint a new different story comes up trying to strengthen their case to get a new flooring at my cost. The homeowners then proceeded to put negative reviews of my company online saying that the flooring was a trial and that if they did not like it I was supposed to replace to the flooring of their choosing. I have never hear of trial flooring before. I am really confused as to why they are trashing my reputation when during the process of finding a solution for their flooring they were wanting me to remodel both bathrooms because they were so happy with our work. After I denied me buying them and installing new flooring of the their choosing they proceeded to again put other negative reviews about the quality of materials and workmanship. It just not right and unfair. I do believe we offered reasonable solutions at a reasonable time frame after the first initial request for repairs but the home owners chose to deny both options to repair an undamaged product.

Awesome job!!!! Extremely satisfied!!!! Thank all the crew for an excellent two days of hard work and great results!!! Leadman-Matt and crew Chad, mark, Jeff, and Christian!!!! Especially project coordinator Dustin Thank you all!!!!! ????????????????

Our response: Why you left before you finish the job? Project was complete. Why you ask payment for the unfinished work? As explained in our initial response to the complaint, we only found out that [redacted]’s were unhappy with a vapor barrier applied under the deck, the stair size and some caulking. We made numerous calls, with no response. When we did get in touch and asked for payment and received a list to work to finish.  Why you threat?
No threat. [redacted] is the project manager and the person aware of the list. If the threat was about finance fees, then he is only informing the [redacted]’s of what happens if the none payment goes to the office. The only other thing that could be considered a threat in [redacted]’s work is that he inform them that we would bring the building department in for an inspection. I believe the code violation was the reason for the project in the first place. [redacted] is the one that who threaten me. I do not want to deal with him. [redacted] is the project manager. They don’t have to deal with him directly but we do have to work around a very busy schedule. If the [redacted]’s are interested in resolving this complaint then: 1.       Email [redacted] at [redacted] and myself at   [redacted]  , 3 or 4 possible dates to come out to finish the project. Dates should be scheduled within the next 6 weeks. 2.       When we agree on a date, then payment in full is requested before we start an work. Their balance is $2,660.00  They will have to trust us for that day to complete the work. We trusted them all along that we would get paid, and they have not been trustworthy due to the lack of their communication. The project cost was $5,802.00 and we have 4 to 6 hours to complete the work. If they disagree with this arrangement, then it will leave me to believe that they have no intention to pay us and is only stretching this out. We will forward the information to our attorney, place a mechanic’s lien on the property and invoice with finance fees. This project was completed on 3/31/15 and we have sent 3 invoices and made numerous calls. We are not looking for this to take any longer. 
Rick Kazmierczak

I had a Velux skylight replaced that was 3 stories up. It took a few months to get it scheduled due to a back up, but that was the case with most roofers in the area.
The day of the job the actual installers were professional and easy to work with. The supervisor showed up twice during the project and addressed my minor concerns.
The area was spotless when they left.
The guys doing the installation worked tirelessly all day, for the last 3 hours they were 3 stories up in the pouring rain in 40 degree weather.
I couldn't be happier with their work and it was a challenging project.

Mr. [redacted], My problem is that we had communication issues. We have documented the calls and invoices sent. That robs our time, which is money, and I am still having to explain my terms. When we did get in touch with you, you had a list. You did not call us after the work was completed, you offered the list when we were looking for payment. I am not willingly to recreate that situation. I have a list of:
Rebuilding the stairs, redoing some caulking and possibly moving some bricks or vapor barrier. We will come out and handle those items, but I will only do it with our terms. Payment in full first, and on a date in which we can now add it to our schedule.I am sure you are an honorable man but now you have to trust that I am too. My fear is that we come back out and there is another list before we get our payment. Pay us and I assure you the list will be completed.  Sincerely, Rick Kazmierczak

Kaz recently completed a full master bathroom remodel. The entire process was amazing. The entire team, from the initial estimator, through the design team, carpenter, plumber, electrician, project manager and office staff were amazing. We have no regrets and love our new bathroom. I would (and already have) signed up for our next project with them.

We hired Kaz Companies to do a fairly extensive remodel of our home, which included an addition. We had no idea what we were in for - and wound up extremely grateful for the job Kaz did. Their employees were uniformly prompt, courteous, and, most importantly,
very competent contractors. We have had numerous compliments about the quality of every aspect of the work done to our home. We wouldn't hesitate to recommend the Kaz Companies to anyone seeking a quality construction experience.

I am rejecting this response because:We have no idea why he thinks up stories, we are consistent. The subfloor was never discussed with us, his subcontractors for the floor did nothing but talk about the subfloor, we did not ask to have the subfloor replaced or repaired, and we simply wanted the finished floor to have a substrate installed and the finished floor reinstalled. Jose came over on one of the days he was working & he removed the linoleum that was in great shape and we agreed to leave for a substrate, however [redacted]’s worker removed the linoleum. See text dated 10/17/2016 @ 10:03 am, you can see from [redacted]’s own text the linoleum (that was in good shape) was to stay. [redacted], was never on site at the time of the floor install he is only relying on the words of his subcontractor.   Very simple, we have no idea what [redacted] discussed with his subcontractor may have talked about, but it definitely was not with us. I started texting [redacted] when I realized he was not happy with us because the quality of work he and his contractor were providing was not our definition of quality work. I could go on, but I only want the cost to have the floor pulled up substrate put down and floor replaced, so that we can finish the flooring though out our home$1100.00. So, we are not happy with this floor and there are many other things that we are not happy with but we are only looking to have the floor fixed the proper way. I have attached texts showing what was texted about leaving the linoleum from [redacted].  Also please see attached pictures reflecting the removal of linoleum. I am so sorry his feelings are hurt but this is business.

Review: My complaint is; I asked the company (Finishing Touches in Richmond VA) for a complete breakdown of my invoice and wasn't given a clear answer. I was only told that it was inclusive of lot tracking (which has nothing to do with me), S&H and trash removal. I understand the Field Measurements and installation, but to pay the same amount as my purchase; THIS IS NOT CORRECT!!! I also was told I had to pay over half of my total purchase price. The total amount for window blinds were $3,900.70. I was told I had to put down $2,340.42 (deposit) and pay the balance once installed. ($1,560.28). First, they brought the wrong blinds, due to no privacy they insisted they put them up until the reordering of the correct blinds. We ordered the blinds 6 weeks out expecting them to be correct. Once they were reordered (which took another 3 weeks) they were still incorrect with the wrong tassels. They had to be reordered. Then reordered again because again they were wrong (round and not square). Once they finally came out to replace them I was really fed up!! I talked about getting a refund and the Manager Joshua got very upset and asked me why I wanted a refund? I said “really are you asking me that???”I do believe the money we paid Finishing Touches was entirely too much for the quality of the product and service that we received! After all the issues/poor service from this company, the Manager (Joshua) all he could say was he was sorry!! Didn't even offer a discount. Let me be perfectly clear, he did send the last tassel and a visa gift card for $100. WOW!!! I paid almost $4000.00!!!!! Oh and a small door blind that he said was worth $200. I price the same blind, it was ONLY $28.00, and better quality!! This was the worse company that I have ever dealt with in over 35 years!! I have traveled all over the world serving my country and NEVER have I been subject to the POOR service I received!! I HIGHLY recommend that NO ONE purchase from this company!!Desired Settlement: Explain everything I paid for, and stop stating "that's how your company does it"...why the amount for purchase for goods is the same as the labor cost (Installation etc.) and why wasn't I given a discount off the final remaining balance. Due to all the issues/problems with the order, I paid my balance in full because I am a honest prior Military service man and it was the right thing to do. Thinking that the manager would at least recommend/give us some type of discount. DIDNT HAPPEN!!

Business

Response:

Response for Case [redacted]:The situation with Mr. [redacted] was indeed unfortunate. When

dealing with manufacturers, one leans on them and their ability to make the

orders correctly. Sometimes this does not happen, especially with very specific

designer-quality materials. Fortunately, manufacturers have warranties in place

to make a claim if something is produced incorrectly or defective. Mr. [redacted] ordered 2-toned painted wood blinds with upgraded

metal tassels. When Mr. [redacted]’s blinds came in they were the wrong color,

despite having ordered them correctly. This was not noticed until the installer

was putting them up (they do not open packages prior to them being on site for

shipping and handling warranties). We were happy to install them temporarily so

that he had privacy while the correct blinds were ordered (he had just moved

in). Sadly, Mr. [redacted]’s Sliding Shutter also came in with the wrong frame and it

too had to be re-ordered. These issues were addressed IMMEDIATELY and the

products were re-ordered by the end of the day. We had the replacement

products in less than 7 working days and we installed them the first date that

Mr. [redacted] was available. We were actually impressed with how quickly we got the

custom painted blinds and shutters since they can often take up to 30 days to

receive. The manufacturers recognized that this was their mistake and they did

everything they could to expedite the process. Much to our dismay, the second

round of blinds came in with the correct paint color but they did not have the

correct tassels. We then had to replace those. This was such a big deal that

the manufacturer had a large meeting over it and found a way to ensure that it

will never happen again.Although all of these circumstances were outside of our control

it was decided that we should give Mr. [redacted] an extra blind (they had mentioned

a door that they didn’t think to cover on the initial order) and we even went

so far as to mail him a hand-written apology on a nice card with a $100 gift

certificate so he could take his wife out to dinner or spend it how he saw fit.

This was offered voluntarily without being asked. Mr. [redacted] never asked for a

discount on his final balance, he paid his balance in full.At the end of the job, Mr. [redacted] had the exact blinds that

he picked out at the showroom, a free blind, a gift card, many apologies, and

persistent dedication to correct the manufacturers mistakes in a timely manner.

We extended a $640 discount in the beginning because he did pick some of our

more luxurious products and he did all of his windows with us. It is

unfortunate that this happened on his job, but it could have happened with any

company and unfortunately that just comes with the nature of custom products. As for the bill itself, Mr. [redacted] was confused and called

for clarification before ever committing to the purchase. In the showroom Mr.

[redacted] was given “Turn-key” pricing. This was all inclusive of any service

portions of the job including: Design Consultation (Assistance in the selection

of the product), Lot Tracking (Multiple trips are often necessary to ensure

that the windows are ready for measure), Measurement (Each window is measured

to ensure accuracy), Shipping and Handling (The blinds have to make it from one

place to another), Installation, and Trash Removal (Some companies leave it up

the buyer to dispose of packaging waste, we remove it from the site). These

portions of the bill are separated because services and materials are taxed

differently. We usually use a 50/50 split. This is no different than any other

client, and it is exactly how it was explained before the

purchase was made.The most upsetting part of this is that Mr. [redacted] is

unhappy. We take pride in our service and we genuinely did the best we could to

rectify the mistakes that were outside of our control. Seeing this pop up

months after the job had been completed was a bit off-putting. We are going to

take this chance to apologize one more time for any inconvenience, but we do

ask that you try and be understanding. As a company, we are at the mercy of the

things we cannot change, we will work hard to change the things we can, and we

will strive to know the difference. The Staff at Finishing Touches

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.

I do not agree with what finishing touches stated! Yes I did pay in full, but I also asked for a discounted price for the final bill and was not given one, the only thing that was given was a $100 gift card and a small window blind that cost about $45.00 dollars. (Yes I had a blind specialist check it, it was not a $200 dollar blind as you stated.)(unreal!) My order was over $3k! and it wasn't several months later it was a few weeks after the delivery, that I submitted this issue to Revdex.com. Why wasn't I granted a discount for all the trouble that was caused, weather your fault or your ordering company's fault. This is not how a business is conducted. I would like for the company to at least offer a 10-20% discount off of my bill. Not just I am sorry.

Regards,

Terence [redacted]

very dissatisfied customer...