We hired Vancouver Perma-Glaze to refinish old green tub wall tiles and an ivory sink and vanity on June 13, 2017. Arrangements were made through Mike, the father, and the son, Adrian, did the work. The work went very well on the first day as Adrian prepped and sprayed. On June 14, Adrian returned to remove the paper and tape and caulk the tub. As there is large space between the tub and the first tile, Adrian was asked on the first day if he was confident to caulk such a large bead. We told him how hard it was even for skilled caulkers. He smiled quite self-assuredly and said he was. When Adrian was finished his work we noticed a small bit of overspray on the wall and the caulking bead was done poorly. When this was brought to his attention, he tried to remove the paint on the wall with nail polish remover which started to remove the wall paint so we asked him to stop. When we asked about fixing the caulk, Adrian said it was too hard to caulk our tub, was not happy listening to our concerns and left our home angry. The next day we found two small marks on the vanity, either fingerprints or cloth marks in the glaze finish. We contacted Mike to resolve matters. On June 18 both men returned. Unfortunately, there was nothing they could do to remove the prints in the glaze. We gave up on fixing the damage to the wall paint. Adrian did his best to fix the caulk. It looked better but certainly not the professional look that he had promised. Mike disclosed to us when he was here that his son was stressed due to family matters and that this was affecting his work. Mike discounted the job by approximately 25% of the original cost and apologized profusely for his son’s work and behaviour.
The next week our plumber put 2 tiny round chips in the glaze; less than a ¼ of an inch in size. We asked VPG to return and fix the chips, fully prepared to pay them for their work. Mike made arrangements to come 2 weeks later. Mike showed up on July 4, without Adrian, with a cheque for the total amount we paid. He no longer wanted to deal with us, telling us our expectations were too high, that we’d always be calling them to come back and do more, that his son was so upset he wouldn’t even come with him, and by refunding our money he was walking away from any further contact with us. We were shocked. When they had left our home on the last visit, everyone had been pleased with the outcome. Nothing we could say to Mike would convince him that we did not see fixing the chips as a warranty issue, that we were fully prepared to pay him for the full extent of the work, that the chips were no fault of ours or theirs, and that customer service should be a priority, more than the hurt feelings of his son. He would not budge, put the cheque on the table and walked out.
There is no head office to call to get assistance as VPG is a franchise. We had to buy white touch-up paint for porcelain and patch the two spots. Mike and Adrian are not ethical, capable nor professional tradesmen. They don’t care about the finished product or follow-up customer service and satisfaction.
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