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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Kitchen Tune Up work was completed Nov ** , 2023...under duress. After several attempts to correct their mistakes, after a week of failed attempts, we still did NOT get what was agreed upon, we settled to get them out of our home. Now.. the stain is fading , it is blotchy and uneven. We have reached out for a solution to be told everything would be chargeable. We were told they "have a lawyer" if we wanted to do anything about it. Is there any recourse?
Business response
07/06/2024
Timeline and Issues:
Contract Signing: ******* signed the contract on October **, 2023, and selected a stain colour that we ordered from our supplier.
Service Commencement: We began the job on November **, 2023, using the exact stain colour chosen by *******. After the application, she expressed dissatisfaction, stating it was darker than expected.
Customer Satisfaction Efforts: To address her concerns, we reassigned the job to another employee, who received positive feedback from *******. She even suggested that the employee deserved a Christmas bonus.
Pricing Concerns: ******* then mentioned she felt the price was high. Although the agreed-upon hours and work did not vary from her contract, we invested double the work hours to redo the work and ensure the job met expectations. And it did.
Job Completion and Payment Issues: The job was completed on November **, 2023. Upon sending the final invoice, ******* refused to pay, citing dissatisfaction. After discussions, we agreed to a **% discount, and the final payment was made on November **, 2023. However, a discount should not have been offered as the job was completed to satisfaction.
Current Complaint:
Stain Fading: On June *, 2024, ******* reported that the stain was fading and blotchy. We requested photos to assess the issue but did not receive them. We explained that fading or blotchiness within six months is highly unusual unless there has been abnormal use or improper cleaning.
Resolution:
Offer to Reassess: We are willing to reassess the situation and provide a solution. However, due to the previous payment issues, any additional work would require upfront payment.
Commitment to Customer Satisfaction:
We strive to maintain a high standard of customer service and satisfaction. Despite the challenges, we are open to resolving this issue fairly.Customer response
12/06/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.