ComplaintsforCustom Cut Flooring L.L.C.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Day one I, the toilet was pushed tightly against my white bedding. The hall toilet was used and full of urine with the seat up. Days later, dirty construction poles lay across my bed leaving marks. Shower tiles weren't flush (lippage) and tiles around the niche are chipped on the cut edge. Glue or paint was washed off onto the front walkway leaving spots that don't wash off. The flooring was placed under the toilet area but cut out around the sink legs and only placed six inches under the open front of the sink cabinet. That was remedied when asked but the bottom of the sink were chipped. During this time the shelf area was open and the piping visible. I asked about on and off valves for the water and was told Wed get there. After the job I was told, It meets code. During the process I was told they would be coming. The lower towel bar was pulled from the door. The door is hollow and the bar was twisted so it wasn't fixable and had to be replaced. The workers also left drywall debris from the ceiling below the shower drain all over the shelves and floor of the room below. The first day after the remodel ended I discovered the toilet pipe leaking. Then the shower head dripped in large spurts. The plumber who came offered to drill a in it so it could drain. r drain. A new shower head with larger air holes. He scratched the original when taking it off. The plumber said he'd be returning to install the on/off valves but he never did. The demolition cause a separation in the corner of the kitchen backsplash that shares a wall with the shower. Tiles paid for in April were not purchased and out of stock in September. so the niche tile was changed. Job scheduled in April, done in September 2022.

  Business response

  01/23/2023

  Hello ****,
  
  I apologize as I have not received any emails prior to this one so please forgive my delay in responding.
  
  We went over and beyond for ******* for a custom tile shower installation as we always strive at the end of each installation to be sure the client is happy and satisfied with the job we do. We aim to please. 
  
  ******* ****'s Custom Tile Shower was done to industry standards. The current shower was removed and Custom Cut Flooring LLC installed a Custom Tile Shower as she requested. We started the shower on September 26th 2022 and job was completed Oct 7th 2022.  We also framed and installed the shelving that is beside her new custom tile shower. We painted the areas of the wall in her bathroom and her ceiling. We moved the vanity and installed flooring under her vanity as well. We paid for new faucets/fixtures to be installed. Again, Custom Cut Flooring is here to make each customer happy and we enjoy the friendships we have created with our clients. After the completion, ******* mentioned there was some drywall debris on the floor in a different area and some residue on the outside doormat and side walk and a towel rack needed fixed. When we went back, the drywall debris was already cleaned. We did power wash the doormat and offered to buy her a new one. We did not install the towel rack initially but did tighten this for her. ******* said she wasn't worried about the doormat. When ******* brought to our attention about the bedspread we offered to give money for a new one. ******* mentioned she washed the bedspread several times and the stain came out. October 28th ******* mentioned the shower head would drip after 8-10 hours from the initial use. We had a plumber come take a look while she was there and the new fixture was faulty (which can happen from time to time) and was replaced with a new one on November 9th as this was the best date with her schedule. All times we went back to fix and clean these things were at no extra charge.  An email was sent Dec 5th 2022 in regards to ******** requested shut-off values be installed and we sent a letter asking to be signed before we agreed to do so. This letter basically stating before we install, we ask that she signs that we will not warrant the values if a leak/drip occurs as we shut off values are not normally installed in newly installed bathroom areas as has a high chance for leaks. No approval was given stating she wished for us to proceed. ******* sent an email on Dec 9th 2022 stating that she was going to deduct $2,787 from her invoice and a list of a few other things she felt needed fixed.   Dec 17th 2022 we emailed stating ******* could deduct the below and if she needed us to come take a look at anything we would be glad to but to contact us prior to January 6th 2023 but a remaining balance of: $2,306 is still open and overdue. There was no response back. 
  
  Dec 17th 2022 Email:
  
  Following I have outlined what you stated in your previous email to be the issues to date. I have also added both comments and hopefully fairways and amounts to address each.
  
  Toilet placed in bedroom: To create space and protect the toilet that was to be reinstalled we removed it and put it in your bedroom. We apologize it was placed against the bedding.
  Regarding the use of your toilet all we can do is apologize that for some reason it was not flushed and the lid was left up. This was surely not intentional.
  Construction poles laying across the bed and creating a line on your bedding was not our normal practice. As you stated, you had to wash bedding and the dirt did come out. We are willing to compensate you $50.00 for your time in this matter.
  The tile lippage at the ******** edge is within tolerance. ******** puts a ledge midway through the profile to allow for grout to help compensate as the ceramic and job conditions create ins and outs.
  We can address the cuts around niche with an epoxy paint kit. Unfortunately, when you cut the tile there can be some micro chipping as you see in your picture. We are more than willing to take care of it with an epoxy paint kit.
  The spots on the front walkway I came out to address when you informed us, they were there. We are sorry if we stained the welcome mat. We are willing to give you $50.00 for a new mat.
  Flooring running under vanity. We did not put in the contract to pull vanity and disconnect plumbing as you would need to lay on the floor to see under it. In retrospect we should have given you the option. That being said, we came back moved vanity, disconnected the plumbing, installed new flooring and put it all back eating all cost and no charge to you.
  We did not install shut off valves as the pipes are enclosed behind the drywall and not exposed to utilize. This is to code and common practice. It also was not specified in the estimate to supply and or install.
  We would like to compensate you for your 2 towel bars at $28.00/bar and the time to install at $75.00 for a total of $131.00.
  The toilet supply line did need tightened and we did return and take care of this.
  The shower head that was dripping due to a manufacturer defect was replaced with another fixture that was $100.00 more than the original at no expense to you.
  We were unaware of any issues with your backsplash. We are more than willing to come back and caulk it back in as it would have been done when it was originally installed.
  
  I believe these outlines all the issues you brought to our attention in your previous email. We are willing to take care of each matter as noted by January 6th. Please reach out to set up a time so we can resolve these by January 6th. (************). We would also be willing to give you an additional credit toward the contracted owed balance as follows:
  
  Clean bedding:              $  50.00
  
  Replace walk off mat:  $  50.00
  
  Towel bar replace:       $131.00
  
  Additional credit:         $250.00
  
  Total credit:                   $481.00
  
  Open invoice amount: $2,787.00 minus credit amount $481.00= $2,306.00 balance due by January 6th.
  
  Our crew here at Custom Cut Flooring take pride in their work. We a small town local business and we aim to please our clients. If there is ever any issues or concerns on the jobs we do, we want to make it right and discuss with our clients. Custom Cut Flooring is always here to help with flooring, backsplash and custom tile shower installations.
  
  Please see attached the before and after of Colleens Shower.
  
  Please reach out if you have any questions, ************
  
  Thank you kindly,
  
  Custom Cut Flooring LLC
  
  287 Steelstown Road
  
  Newville PA 17241
  
  ************

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