Hi Stewart Waldorf
We are very sorry about your poor last week of the project experience. We can assure you that our team strives for great craftsmanship and great customer relations. Your grout was not touched by appliances, since we lifted them into their position, stepping in the centre of the tiles. Keep in mind that what you call a "drunken sailor race" was our effort to finish your project as per our deadline, without compromising any finishing details. Just to give you peace of mind, let us know if there are any issues with your grouting or any other item related to our work, and it will be our pleasure go back and correct it.
About the fridge, the reason it took so long, was due to your fridge being discontinued, we tried finding it with several suppliers in Canada and the USA, however we were out of luck. Reason why we responsibly agreed to pay you for the damage. I thought this was communicated with you enough, however based on your feedback, it was not, I apologized for keeping you waiting for so long.
Our team is very careful with our customer's belongings. It's very hard for us to believe they rest doors over your wall paintings, and as per our standards this is unacceptable. I would have appreciated if you had addressed this with me when we were on site with my team. I sincerely apologize.
Unfortunately, any work that was not quoted nor charged, cannot be completed without cost, since I have to pay for materials and labour. I am very sorry this items created such a bad feeling between us, however I never agreed to do that work nor verbally neither in writing.
The contract says: "supply and install shoe mouldings", which come primed from the factory. This mouldings were installed and caulking was applied, leaving it ready to paint. You did not include paint which we offered, but you decided to leave out of the scope of work.
The project was completed as per our deadline. We were diligent giving you updates on timing. Every time work was added, we modify the timing for you and Lucy and you were aware and we agreed to it.
You never threat any member of our team Stewart, because your project was completed on time
We as the owner's - operators of Biscaya Home Renovations are always improving, and pay close attention to detail and customer service, as our reviews and scores show. Your comments about the timing and I quote "Health and Criminal reasons" seemed to be harsh, unfounded and dishonest.
Two things were mentioned to you and Lucy while we were working at your home, not as excuses for timelines, but as personal matters, we felt comfortable mentioning at the time. One, being the birth of one of our worker's son. Which did not affect the deadline, is this what you are referring as health issues? Second, being the kidnapping of a family member, overseas back home, is this what you a referring as a criminal issue?
For the record our entire team has no criminal record.
We will be there to re secure your transition piece, please let me know your availability, so we can get it done.