Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Forms were signed Dec 2 for remodel of bathroom. The tile on all the corners and floor in the shower were not sealed. Glass doors are not in track and are dangerous. The track that holds the doors on is crooked and that makes the doors slide. The contractor and her workers do not show on time or show up sometimes at all. Sometimes I do not hear from the contactor ****** for days and does not come to do inspections. It is day ********************************************************** 2 days. Very unprofessional. She has sent 3 people out to look at the shower which we have had 3 weeks now and still cannot use.

  Business response

  02/06/2024

  Estimate at Mrs. *********************** home.
  *************************** and ***********************, with MAT Remodeling ***** Constructions went to Mrs. ****** house to estimate the shower project. When we arrived at ******************* house, she asked me what I was doing there. And she stated that she had made an appointment with ***** and not with me. I tried to explain to her that my job was to measure, to know the customers wants and needs, and to set realistic expectations. But she said that she already had chosen the materials and that she didnt need my advice, one more time I tried talking to her, but she continued explaining to ***** what she wanted to do. Then ***** told her ******************************* is the person in charge of the estimates, and she is also the owner of the company. ***** that she changed her attitude and started talking about her husbands terminal cancer and she said that she also has cancer and that they cannot use the same bathroom due to her husbands chemotherapy. I feel shocked, I didnt know what to say, I just said let me know if you need anything at all.***** that she asked for the shower tub conversion to walking shower cost.  It was a simple shower; so, I told her $4.000 ( I usually charge $5.500) and she said my budget is $3.500 , and because of their age and health conditions I said Yes, and I agreed to charge $3.500.00 for her shower. When we were ready to leave the house, *************** asked me if I could install a Niche for her husband's shampoo and I said yes. Then she called and said that she needed a Grab Bar to be installed in the shower for her husbands safety. I said yes again. Mrs. ****** story moved me so much to the point that I started helping her to pick up materials without charging her, buying the materials that were not available at Floor ***** Dcor, Installing tile in areas that were not in the contract (Like the shower walls. We were supposed to install just to the same height as the acrylic panels of the previous shower but then she said that she wanted the tiles to be  installed all the way to the ceiling) and I said yes again. 

  
  
  December *********************** a message advising that the Shower door had arrived at the store. I scheduled the Shower Door pick up and installation for December 13, ****. On December 13, 2023, I went to the store with the installer to pick up the door but unfortunately it was just the glass and not the hardware.
  When we arrived at the customers place, the installer opened the boxes and he found out that the delivery was incomplete, and that the manufacturer did not send the Shower Door Hardware. 
  Because we did not have all the materials to perform the installation, we couldnt install the door. I went to the store and the store said that the customer had to call the manufacturer. I called the customer, and she asked me to call. I called but they did not give me information. They stated that either the store or the customer had to call.  I called the customer and explained what the manufacturer said, and she got frustrated and very mad at me.
  The hardware arrived to the store on January the 20th. and the door was installed on January the 21st. Around 4pm. the installer called me and said that the door was installed.  I called ***************, several times throughout the day, but she did not answer the phone. At around 9 pm. *************** called me very mad and Insulted me because apparently the installer put silicone in different parts and did not clean. She said that she did not want to see me again in her house. I apologized and I begged her to please let me go and check the work and if it was necessary, to buy a new door and replace it. ***** my  insistence she finally answered and said that "she needed time to calm down and that she would call me back if she and her husband decided to let me go into their home again". She then hung up the phone.

  On Jan, 3rd, ****. ***************, sent me a text to request the inspection the same day at 3:00 pm.
  I went to inspect the shower door and I found several areas where the shower installer did not clean the excess of silicone. I also found in one of the small hexagon mosaic a chipped edge in the bathroom floor. I spoke with Mrs. ***** **************. I apologized about it, and I explained them that I was going to send a new installer to evaluate the issues.Then I spoke with the installer, I explained the issues to him and cleaned the door and to fix the small tile. (Pictures attached in the pdf report.)

  On January 9, ****. *************** sent me a text message (Screenshot attached on page 9-Electronic Evidence # **) to schedule
  The appointment to fix the shower door installation issues and to replace one of the bathroom tile hexagons that was scratched.

  On January 11, ****. *********************** and the new installer went to Mrs. ****** house and fixed all the issues including cleaning and replacing the chipped hexagon. Per *****: ***** the installer finished fixing the issues, he talked to *************** about the grout for the replaced hexagon and she told him that next day would be fine. That they could come back to put the ground around the hexagon. (they put blue tape to cover and hold the new small piece). The same night *************** sent me a text "PLEASE DO NOT SEND MORE PEOPLE TO MY HOUSE" . She also said that she was taking me to the court. Picture screenshot pg. 8 on the report.

  Please check the report. I added a lot of information that prove that the project had a lot of problems with materials but it was not my fault.

  I really appreciate your support and the opportunity to explain my side on this claim.

  Sincerely

   

  ***************************

  MAT REMODELING ***** CONSTRUCTION LLC.

  ************

   

   

   

  Customer response

  02/09/2024

  In your statement you state a couple of lies. ***** and you texted that you were going to ************* to get the grout, You told me in the store that you would do this job in 2 days. The shower was not complete when ***** left the house. Partially cleaning the silicone did not accomplish anything. In the first place the silicone was on the outside of the door and it was to be on the inside. The door would not shut. ***** told me he worked for ***** and Decor. Later he said he was not telling the truth. I had tape on the floor because the tile that was broken was not sealed. We are trying to protect it. I did tell her I needed the shower for my husband to make it easier for him, he dies have cancer. She told me she loved out house, I asked her if she wanted to look she liked the way I decorated it. After she looked at the house then apologized for making comments about my decorating style and the bathroom looked great, with everything I had picked out. As we were going through the bedroom she was smiling and looking at everything, something was said I cant remember what was but it triggered me talking about me having cancer but I beat it and how women should made choices about their body. I do not need sympathy or discounts from her. The door had all of the parts. the biggest thing about this entire install it took so many days 51 you was making me a nervous wreck with all of times someone was suppose to show up and there would be no shows. Or your workers would leave when you didn't know it. We gave you 3 times to correct everything. But you kept sending people out who did not know what they were doing. ***** said the door was bad and that we should sue ***** and Decor. The last man here made a terrible mess of the shower not just the silicone but the fact it would not shut. 

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