I hired Owen to restore a shower the services agreed to were to remove and replace grout and to remove and replace caulking.
Owen arrived at 11:25 am - 25 minutes after the arrival window he communicated and awfully late in the day to start a big job like this. He didn’t finish until 6:30 pm which caused a delay in our dinner plans.
The work he did do was ok, but not great. There was a gob if caulking on the shower glass that I’ve had to remove and there are some sloppy corners with excess caulking. Not really the attention to detail I’d hoped for by hiring a professional. But a few error I can deal with. I know it’s physically difficult work.
The big problem is the work that was not done. The grout on the shower floor was not removed and replaced. Furthermore, several sections of caulking were not removed and replaced. I am very disappointed with this as the old caulking has yellowed over time and looks ugly. The point of restoring the shower was that it looks fresh, but with this yellow caulking remaining it does not. I contacted Owen to ask him to fix this, but he has argued and been defensive with me.
I would not recommend this company unless you spell out in great detail what is included in the quote and carefully supervise the work as it is being completed. The contract that Owen provided was so vague that it is not useful.
- Company Response
Some people are impossible to please. As soon as they get what they thought they wanted they always want more.
The crux of the matter : Client wants me to come back after a week job was completed and confirmed to perform certain duties above or not within the agreed job description.
Client intentionally didn't share the pictures of concerns before and after. Client please post pictures for other home Onwer to see and decide for themselves.
Arrival time scheduled was 10am -11am . Client was not even home when I arrived. Client is simply complaining about arrival time as a way to hurt our reputation because I refused to yield to her intimidation. Arrival time at the condominium building was 10.55am checking through the security , parking, off loading equipments and taking them up to the unit takes a little while.
The shower pan ( shower stall floor ) is not included in what was quoted that will be regrouted as they don’t need to be regrouted. They seems pretty good but only needs restoration.
All the caulking required according to quote was removed and re caulked.
Client carefully supervised the job and confirmed that everything according to contract was implemented.
A week after the job completion date. Client complained about some concerns. Client was asked to send pictures of the concerns to me ASAP as I take pride in my workmanship.
I carefully examined the images provided, the caulking of concerns were outside the shower stall and not included in the job description. However I did removed some caulking on the outside of the shower stall as customers delight.
If the client had told me about those concerns when I was still at the unit I would have removed them as customers delight even though they were not part of the quote.
I don’t think those caulking the was concerned about were yellowing due to dirt or stain , it’s just the colour of that particular silicon caulking. They don’t come in contact with water, soap scums or hard water stains and does not need to be removed except for cosmetic purposes i.e changing the caulking to clear silicon.
The job is completed and below is list of customer delight attached with the job. (meaning that I went above the job description with the aim of putting smile on the client's face)
1. Glass door restoration
( inside & outside )
2. Shower door Seal cleaning.
3. Caulking in several areas outside the shower stall. ( entrance area and behind shower glass facing the bathtub ) and also inside the shower stall where the ceiling meets the shower walls.
It sucks the Client is ungrateful after all that cookies.
My aim was only satisfaction.
.. this is a learning experience for me. In all my years in this business this particular client is the first with such concern. I’ve taken note and my communication is automatically modified.