BRC in Toronto

Bathtub refinished in 2012 by “Toronto Tub and Tiles Refinishing” (website banner drops the “S” on Tiles). Looked great (really great - like a new tub). 5 year written warranty. Refinished tub maintained strictly according to warranty rules - no mat, no sharp abrasives. April 2016: new surface shows peeling in 2 locations: by the drain and in the main foot traffic area. We (it's my mom's tub; I communicated on her behalf) contacted the company; they did not return phone calls (for weeks). We were persistent and I sent them photos of the failed surface. After weeks of our bothering them they did send 2 people to inspect. The inspectors were polite and professional & said the office would decide about honoring the warranty, and suggested some kind of vague distinction between peeling and flaking; I presented the warranty to show that it indicated only user inflicted damage would void coverage. They then said that the finish must be OK because if it were going to fail it would have failed in the first year, not in 2016. I pointed out that this is not how warranties work at all, and that the failure is one of durability over time. The company sent an email refusing to honor the warranty stating that the tub had 'scratches all over' and so the conditions had not been met (attached screenshot of their email). This is a blatant falsehood on their part - my photos show there are not scratches everywhere (there were a couple in areas not close to where the finish was peeling). I pointed out that their photos taken by their inspector would show the same thing. I asked for them to send me their photos. We never heard from them again. This company is blatantly (1) avoiding returning warranty calls (2) falsifying inspector reports to avoid fulfilling a warranty claim and (3) applying a very good looking but thin & not durable finish. I'm quite disappointed as at first I was very impressed with how good the re-finish looked. As you can see from my photos the finish is not scratched (as they claim in their email reply) and is peeling off. The damage to the finish is not caused by user misuse, but is the fault of a finish that is not durable over the 5-year warranty period. The final email from the company did offer to refinish the tub again for the reduced rate of $200. So they are attempting to re-sell us their failed product. Clearly, we are not going to re-purchase a failing product from a company that avoids contact and does not honor warranties.