Signature Kitchen & Bath Remodeling Corp

Mr [redacted] version of the events is biased at best and fabricated at worst At no point did our representative threaten anyone physicallyMr [redacted] representative was the one who became threatening Mr [redacted] did not ask us to leave Our owner told our employee to pack up their items and leave Mr [redacted] did not even speak up and introduce himself to our owner until after the representative had been yelling at our owner and employee for a while and our owner told him that he would leave and speak to Mr [redacted] directly about his concerns (who he had not met until this point) since the representative could not be civil We exchanged several emails with Mr [redacted] expressing a need for a face to face conversation prior to commencing work Those conversations fell through(see attached email string)I have attached the detailed emails of our conversation We have done everything we can to attempt to satisfy this customer We have put in a request for an [redacted] inspection as well as offered a refund and contract release Many of the items Mr [redacted] is asking us to repair or fix are not included in the scope of work or contract for the job We do not feel we can do anymore to make this customer happy We do not feel that our refusal to put our employees back into a house where their safety has been threatened without some assurances that it will not happen again unreasonable Until Mr [redacted] agrees to [redacted] oversight on the work instead of his violent representative or to cancel the contract we cannot p***eed further with resolution.That said, we are still working with Mr [redacted] on a resolution We will continue to work with him until this is resolved, either by completing the job with the stipulations outlined in the last email or by refunding any money owes and releasing them from their contract This is all we can do as a company to ensure their satisfaction while maintaining the safety of our employees

The business' claims of threats of physical violence are falseI asked the workers to leave because the work was not being done to standard and the owner was arguing with me and did not want to fix the issues that I brought up to himI ask him to stop work and leave while I looked into the issuesOnce I had time to thoroughly examine the work against the *** ** *** minimum industry standards, I wrote up my concerns and asked for the owner to address themHe refused to respond via email and did not want to discuss the issues on the phoneI did not feel safe meeting him at his business since he and his employees were being rude and threatening toward me with claimsHe did not want to meet at a neutral location and has been uncooperative in finding a resolution to my complaints

Due to threats of physical violence to our employees, we have stopped work on this project We have submitted a request to the *** for a courtesy inspection to ensure that all work was done according to standards Upon receiving the results of that inspection, we will then issue a
contract release to the customer for the work not completed.We will have no further communication with this customer until after the *** inspection This customer or their representative has behaved in a violent and unprofessional manner and we will no longer do business with them

[redacted],I've received your email regarding the tub issue, the tech and the complaint you've filed with the Revdex.com. I understand all of your frustrations with this situation and I'd like to take a moment to recap all the issues/complaints at hand.1) Original tub - There was a misunderstanding on...

Stephen's part as to who would actually be purchasing the tub. You sent him the specs for the tub that you had selected and he took that to mean that you had ordered the tub. We apologzied for this confusion and gave you 2 options. The first option was to order the original tub and wait 2-3 weeks for its arrival. The second option was to order an almost identical tub that we were told would arrive in 5 days. We emailed you the information on the tub along with the company name and website. You then responded to proceed with the second option. We did not choose to give you a different tub in an attempt to keep with our schedule as you have said in your complaint and in your email. We would have made either option work.2) Breach of contract - If you would please refer to your contract agreement, page 1, second paragraph " Contractor reserves the right to make substitutions in the brand and model numbers of materials set forth herein, based upon the availability of materials, provided that such substitutions shall be of materials of comparable or better quality and apparent than those originally chosen by owner". Additionally, we notified you of the issue with the tub and gave you the opportunity to make that decision. You chose to select the 2nd tub option and provided written approval. Therefore, we are not in breach of contract3) Tech - In your online complaint with the Revdex.com, you stated that the tech mentioned several times that the company who installed this tub (Signature) did not know what they are doing. I would like to know what was done incorrectly by Signature that warrants this public slander? Our job was to provide electrical for the tub (which has been installed correctly) , set the tub and plug it in (which has been installed correctly). We did not manufacture the tub or any electrical components on the tub which seem to be the issue. To state that we are at fault for the poor manufacturing of a this tub is unfair and inaccurate.4) Bid too low, many price increases - This is another example of inaccurate slander. There has not been any price increases along the way except for the additional items you requested and the materials that you selected that were in excess of the allowance granted in your contract. On change order #1, you decided to add a back splash in your kitchen and upgrade to drop in tub instead of the standard skirted tub for which you had been bid. On change order #2, we granted you the credit for the balance of your allowance for the tub and charged you for the additional cabinet, cabinet upgrade, fan installs, mirror installs and overages on your tile selections. There has been $0 of increased pricing on our end of the items originally included in your contract and for you to claim that we bid low and then charged you more those items is inaccurate and slanderous.5) Miscommunication/Misunderstanding since day one & night mare of an experience - I understand there was some miscommunication in the beginning with the tub and bathroom demo; however, I do feel that Stephen has kept in touch with you constantly via phone and email. He provided you with a rough tentative schedule of what our plans were. Yes these were not followed 100% because there are multiple variables at play and many times we have to shift things accordingly. I understand that if we informed you day by day what was going on, it would be a lot more convenient for you. Please understand that these project managers have 10-15 jobs at a time that require a lot of time and they are unable to provide a day by day status update on each job. All in all, your project was estimated to take 8 weeks for both bathrooms and we've completed them within that time frame even with the issues at hand. There have been minimal problems on your project and you have very beautiful bathrooms which are fully functional outside of using the jets on the tub. I do not believe it is fair to say that this has been a nightmarish.6) Tub Exchange - You've requested that we replace the tub with the original tub you had selected since the currently installed tub is not working properly and could be a lemon. I completely understand your reasoning for this. If you will recall when spoke with Diane, I explained the warranty process that we must follow in these situations. We must allow the manufacturer an opportunity to repair/replace the tub before I can request a full refund. Since their technician was unsuccessful, we can now request the full refund if that is what you would like to do. I did speak with the manufacturer this morning and they have given me 2 options. Option 1 is to send out a specialized technician and option 2 is to return the tub completely. If we return the tub, we will need to purchase the new tub and install that one when it arrives. I am willing to eat the cost of re-installing the tub as well as float the cost of the new tub until the manufacturer refunds the money paid for the original tub to us. However, in order to move forward on this, I will need the complaint that you filed with the Revdex.com withdrawn as we have been working with you and for you to get this resolved since day 1.Please let me know how you wish to proceed.Thank youBen

Mr. [redacted] version of the events is biased at best and fabricated at worst.  At no point did our representative threaten anyone physically. Mr. [redacted] representative was the one who became threatening.  Mr. [redacted] did not ask us to leave.  Our owner told our employee to pack up their items and leave.  Mr. [redacted] did not even speak up and introduce himself to our owner until after the representative had been yelling at our owner and employee for a while and our owner told him that he would leave and speak to Mr. [redacted] directly about his concerns (who he had not met until this point) since the representative could not be civil.  We exchanged several emails with Mr. [redacted] expressing a need for a face to face conversation prior to commencing work.  Those conversations fell through. (see attached email string)I have attached the detailed emails of our conversation.  We have done everything we can to attempt to satisfy this customer.  We have put in a request for an [redacted] inspection as well as offered a refund and contract release.  Many of the items Mr. [redacted] is asking us to repair or fix are not included in the scope of work or contract for the job.  We do not feel we can do anymore to make this customer happy.  We do not feel that our refusal to put our employees back into a house where their safety has been threatened without some assurances that it will not happen again unreasonable.  Until Mr. [redacted] agrees to [redacted] oversight on the work instead of his violent representative or to cancel the contract we cannot p[redacted]eed further with resolution.That said, we are still working with Mr. [redacted] on a resolution.  We will continue to work with him until this is resolved, either by completing the job with the stipulations outlined in the last email or by refunding any money owes and releasing them from their contract.  This is all we can do as a company to ensure their satisfaction while maintaining the safety of our employees.

After meeting with three contractors and hearing what they had to offer and how they would go about handling a complete kitchen makeover, we settled on Signature Kitchen and Bath. It was a very good decision. The work was done in a timely manner. Each trade that came to the house, e.g. cabinet re-finishers, craftsmen to install a new granite counter top and plumbers to retrofit all the fixtures with new ones were clean, courteous and professional. The finished project was beautiful and satisfied my wife beyond her expectations. Each stage of the project had a foreman stop by (actually it was the owner of Signature) to check the work. Any little touch-ups were handled without hesitation. I will not hesitate to use Signature again for planned home improvements in the future.