Tuesday, September 16, 2008

Why Won’t Re-Bath Take Responsibility for the Damage They’ve Caused to Our Home!?

The following is the response we sent on June 5th, 2008, regarding an earlier conversation that took place the same day with Norm Murdock, a VP at Re-Bath corporate, and now we find out a dishonest fellow to boot:

“Mr. Murdock,
First of all, just to be clear, while I am responding via email, that is not an acceptable offer.

Frankly, I am very disappointed and somewhat confused by your response to the Punch List you requested we provide to you. Especially considering what you wrote in the email dated 5-19-08. I thought you were being genuinely sincere:
“First of all let me apologize for the unpleasant experience you have had with Re-Bath. We aim to complete all customers' jobs in a timely fashion to their complete satisfaction.”
“We would like to resolve these issues quickly to avoid any further delay & makesure you are fully satisfied. Please feel free to e-mail this list directly to me.”

During a subsequent phone conversation on 5-20-08, Mr. Murdock, you offered to reimburse us for the $2900.00 down payment and our court costs incurred when Randy Summy sued us for final payment before completion of the job. We provided the Punch List you requested, with itemized costs and explanations. We promptly provided you with a quote from a licensed contractor, even offered to get a second quote but were told by Heidi Seyler not to provide a second quote.

Please explain to us what has changed? Why are you now unwilling to pay the full costs to repair the damages directly caused by Re-Bath’s employees’ carelessness? All we asked was to be fairly compensated and have the work that was performed documented for our records. (I'm sure if you were in the same situation you would want the same for your home and family.) These items, we were told on multiple occasions by various Re-Bath employees and representatives, would be taken care of and provided. Yet they have not been. Even you Mr. Murdock, said and wrote that you would resolve these issues to our full satisfaction. I took you at your word.

We have been patient, and in return our house has been continually damaged, and ourselves inconvenienced further with every attempt by Re-Bath to “fix” what they did wrong. We did not ask to be victimized by the franchises of Re-Bath, we’ve bent over backwards to be accommodating, we just wanted what we were originally sold. But every time we trusted a Re-Bath employee to do what they said they would do, they failed us, to the point of them causing major damage to our home and sometimes insulting us. We have been lied to by the installers, salespeople and management. In fact you have been lied to by them too judging from what I have been told has been said about us from Heidi Seyler and you Mr. Murdock.

The repair quote alone for the kitchen ceiling and the bathroom floor is $4800.00. That does not include the repainting of the bathroom ceiling (which you offered to pay) or the $2900.00 deposit, courts fees and compensation for lost time and major inconvenience that you orally offered in the aforementioned phone discussion.
Again, Mr. Murdock, I was led to believe from your email and phone conversation that you as a representative of Re-Bath were willing to correct the mistakes made by the franchises. Your offer of $4300.00 with no liability whatsoever not an acceptable, reasonable or fair offer. That amount is not enough to cover the expenses required to repair the damages done by Re-Bath. In fact the out of pocket costs well exceed $8000.00 to date.

Please consider this situation from our point of view.
Honestly, how would you feel, and what would you do?
If you contracted with a company who did not meet its obligations, yet took it upon themselves to cause you more and more trouble and aggravation, resorting to personal attacks and harassment, even to the point causing them more work to do the wrong thing than just to do the job right? And in the end, damaging far more that just the small area they were to improve in “One Day, with No Mess, No Stress, No Inconvenience”, and dragging it out for over 8 months so far.
That is honestly how we have been treated by the California Re-Bath franchises.

As I mentioned in previous emails and phone conversations, we would like to get the repairs scheduled so we can try to return to a normal life as soon as possible. Re-Bath caused the damage and already agreed to pay for it. Please let’s get this resolved fairly. Considering how this has been handled, I would think Re-Bath would want it to be resolved as much as we do.
I expect to be able to speak to someone at Re-Bath corporate with the authority to discuss and possibly make a fair resolution by midday Friday June 6th, 2008. I will call if I am not contacted first.

HelpfulHal of course…

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