Good morning,Thank you for the opportunity to address the following issues. And give an accurate account of what has happened on this project. It is our job to consult with each client to pick out materials. It was a real challenge to make final selections with this client. We...
visited with her several times in her home and multiple times in the showroom.When I went to her home to finalize the last details, she stated to me Im thinking about just canceling this project. In hindsight, I wish I would have obliged. She has been difficult to work for. Let me address the points that she made.1) If she feels the price was "excessive"? I would say that she should not have hired us to do the project. The average price of a bathroom remodel is over $16,000. This is available for anyone to verify on a computer. We charged her $14,000.2) It is true that we contracted the job on March 6, 2015. We explained at that time it would be about 7-8 weeks before we could start the project. We started the project on April 27, 2015.3) We worked on her project for a total of 12 business days initially.4) The question of leaks. The sink trap had a leak in it that was so slow it was impossible to detect to the eye. Once it was realized it was fixed immediately.5) We did have an issue with the toilet leaking, and leaking down into the ceiling on main floor. This I agree with. We immediately brought men in to repair and paint the ceiling to address this issue. And I do apologize for this.6) The sink arriving with no holes is standard procedure. We have clients that change their minds on faucets and location of faucet. We drill the faucet hole on site. When retro fitting a top in a older home, we do order slightly longer so we can modify the top to fit as snug as possible.7) As far as the scratches in top are concerned. When we finished the job to majority completion, my operations manager did a final walk through with the client and there was zero conversation of scratches on the top. After we left the job, it is my understanding she had additional contractors in the bathroom. I feel somebody outside of our company scratched the top.8) We sent workers over to address every issue she has claimed on this complaint and brought them to within spec of what to expect.9) The ceiling has been repaired.10) I explained from the beginning, that once the project starts, my operations manager will be coming through on a regular basis to ensure everything is going smoothly. He was in her home daily talking to her.11) She owes a balance of $1800, that she said she would not pay until the job was 100% finished. It is our opinion that the job is complete 100%12) I have reached out to talk to her. She told me on a couple of occasions now is not the right time. She had some personal issues going on. She stated she wanted to see me in person, but would not agree to an appointment. She knows my phone number and my address. She has been unwilling to meet.12) She has refused to pay the balance.I do apologize for the leaking of the toilet and the damage it caused. I have spent over $1000 in repairs to address this and bringing it to the clients satisfaction.As far as never coming to the job site. I have personally hand delivered floor tile, countertop and miscellaneous supplies and touched base with her on every occasion. She stated she changed her mind and wanted a different edge treatment on the countertop after we ordered the top. I cannot reorder tops once they have been ordered. We have tried to fulfill the client in every way possible. We strive to make every client 100% satisfied, and in my opinion we did this with the client.The settlement I am willing to offer is as follows.As the owner of the company, we strive to make everyone happy. I realize the errors that I am responsible for. Due to the toilet leaking into the ceiling below. And the distress it caused the client. I am willing to concede the $1800 on one condition. That we are in agreement nothing else is owed and the contract is 100% complete. We will not be coming back to her address for any additional work.
Good afternoon,We cannot seem to come to an understanding on this project. We cannot install a 60" tub in this application. The tub will not fit. We have explained this to MRs. [redacted] several times. We are not offering to tear out her existing work and "redo" the bathroom. There are a few minor items that need to be addressed and we want to do so.We want to come to a resolution that will satisfy MRs. [redacted]. But what she is asking for is not possible.Please advise us on how we can come to a resolution.Ty, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Please make $250.00 Check payable to [redacted]
Regards,
[redacted]
I have reviewed the response offer 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.
I never said how this happen, my son had gotten sick and was
in the shower, he never fail or kick the side of the tube, and where it is in
the tube it would have been hard to do. It is not a hole it is a crack. They never
give me a name or number to call anyone. Also from further review the tube and
wall system were purchase from [redacted] as I was told by the installer who work
from Better Bathrooms and Kitchens.
Regards,
[redacted]
Good morning,Thank you for the opportunity to address the following issues. And give an accurate account of what has happened on this project. It is our job to consult with each client to pick out materials. It was a real challenge to make final selections with this client. We...
visited with her several times in her home and multiple times in the showroom.When I went to her home to finalize the last details, she stated to me Im thinking about just canceling this project. In hindsight, I wish I would have obliged. She has been difficult to work for. Let me address the points that she made.1) If she feels the price was "excessive"? I would say that she should not have hired us to do the project. The average price of a bathroom remodel is over $16,000. This is available for anyone to verify on a computer. We charged her $14,000.2) It is true that we contracted the job on March 6, 2015. We explained at that time it would be about 7-8 weeks before we could start the project. We started the project on April 27, 2015.3) We worked on her project for a total of 12 business days initially.4) The question of leaks. The sink trap had a leak in it that was so slow it was impossible to detect to the eye. Once it was realized it was fixed immediately.5) We did have an issue with the toilet leaking, and leaking down into the ceiling on main floor. This I agree with. We immediately brought men in to repair and paint the ceiling to address this issue. And I do apologize for this.6) The sink arriving with no holes is standard procedure. We have clients that change their minds on faucets and location of faucet. We drill the faucet hole on site. When retro fitting a top in a older home, we do order slightly longer so we can modify the top to fit as snug as possible.7) As far as the scratches in top are concerned. When we finished the job to majority completion, my operations manager did a final walk through with the client and there was zero conversation of scratches on the top. After we left the job, it is my understanding she had additional contractors in the bathroom. I feel somebody outside of our company scratched the top.8) We sent workers over to address every issue she has claimed on this complaint and brought them to within spec of what to expect.9) The ceiling has been repaired.10) I explained from the beginning, that once the project starts, my operations manager will be coming through on a regular basis to ensure everything is going smoothly. He was in her home daily talking to her.11) She owes a balance of $1800, that she said she would not pay until the job was 100% finished. It is our opinion that the job is complete 100%12) I have reached out to talk to her. She told me on a couple of occasions now is not the right time. She had some personal issues going on. She stated she wanted to see me in person, but would not agree to an appointment. She knows my phone number and my address. She has been unwilling to meet.12) She has refused to pay the balance.I do apologize for the leaking of the toilet and the damage it caused. I have spent over $1000 in repairs to address this and bringing it to the clients satisfaction.As far as never coming to the job site. I have personally hand delivered floor tile, countertop and miscellaneous supplies and touched base with her on every occasion. She stated she changed her mind and wanted a different edge treatment on the countertop after we ordered the top. I cannot reorder tops once they have been ordered. We have tried to fulfill the client in every way possible. We strive to make every client 100% satisfied, and in my opinion we did this with the client.The settlement I am willing to offer is as follows.As the owner of the company, we strive to make everyone happy. I realize the errors that I am responsible for. Due to the toilet leaking into the ceiling below. And the distress it caused the client. I am willing to concede the $1800 on one condition. That we are in agreement nothing else is owed and the contract is 100% complete. We will not be coming back to her address for any additional work.
We will be more than happy to come to your home either Saturday, May 2 or May 9 to take care of all the items on your list.
We will be there Saturday, July 26 at 9 am to resolve the issues in the complaint.
Good afternoon,We cannot seem to come to an understanding on this project. We cannot install a 60" tub in this application. The tub will not fit. We have explained this to MRs. [redacted] several times. We are not offering to tear out her existing work and "redo" the bathroom. There are a few minor items that need to be addressed and we want to do so.We want to come to a resolution that will satisfy MRs. [redacted]. But what she is asking for is not possible.Please advise us on how we can come to a resolution.Ty, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Please make $250.00 Check payable to [redacted]
Regards,
[redacted]
I have reviewed the response offer 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.
I never said how this happen, my son had gotten sick and was
in the shower, he never fail or kick the side of the tube, and where it is in
the tube it would have been hard to do. It is not a hole it is a crack. They never
give me a name or number to call anyone. Also from further review the tube and
wall system were purchase from [redacted] as I was told by the installer who work
from Better Bathrooms and Kitchens.
Regards,
[redacted]