You Be the Judge!!!
We have a claw foot tub that has been in my family for over 50 years.
On June 8th2021, Justin from A&J Resurfacing came out to resurface inside of my claw foot tub. Before the work was started, there were discussions about moving the tub from the bathroom. Justin never mentioned that unsatisfactory results could be expected due the tub not being removed out from the walls. If he had said so, the tub I could have been easily slide it and he could have had completed access. A couple hours later I moved the tub from the wall to add color to the outside and removed the feet to be chromed. Be advised, that I painted around the tub and chromed the feet without removing the tub from the bathroom. While doing this, I noticed that there were a sizeable discoloration and chips on the edge that were a result of the tub not fully stripped. Yesterday, June 12, I first bathed in this tub, it was the worst experience and it still feels like needles and scratches are in my back, because the tub was not properly cleaned after stripping, and before painted. My wife also informed me of paint overspray on some surfaces. I called the office and left a message around 4:40 p.m.
10:43 p.m. that night we were woke by my cell phone buzzing from a text from April Stillwell.
To:wrowe
Tue, Jun 8 at 7:53 PM
Good Evening Mr. Rowe. I received your voicemail. We reglaze the bathtub in place. It would be impossible for us to get behind the tub it would have had to have been moved out if that was what you wanted prior to our arrival. Here are the before pictures as well as the after photos when we left. We cannot come and redo the bathtub.
April Stillwell
A&J Resurfacing
804-254-1999
w rowe
To:April Stillwell
Wed, Jun 9 at 12:27 AM
I disagree. The tub is easily slid out from the wall. I am not pleased that you would text me at 10:30 at night, waking us up. Is this the way that you conduct business?
April Stillwell adstillwell@gmail.com
To:waverly rowe
Wed, Jun 9 at 2:02 AM
Good Morning Mr. Rowe. I apologize if my text woke you. I upgraded my phone and did not get your message until 10pm. I will be on vacation through next Wednesday and wanted to make sure I responded to your message before I left. The way I do business is to always respond to my customers questions or concerns as quickly as possible. Unfortunately, we can not allow our technicians to move a bathtub or remove hardware. Damage can occur the floor could be scratched, the foot of the tub could break off our technician could get injured. When we arrive we reglaze with the bathtub in place we cannot move them. This tub was in a nook on 3 sides we were unable to get behind it. Have a good week I will be back in the office Wednesday June 16th if you have any further questions.
I called the cell phone number from which April was texting. She did not answer the phone, but she still kept texting me from that number.
w rowe
To:April Stillwell
Wed, Jun 9 at 6:52 AM
Your technician should have informed me that because of lack of space, that unsatisfactory results should be expected. Then, it would have given me other options to consider. I was uninformed, the job was done and my money was taken. I have text my pictures indicating the tub not fully stripped and on the edge in which he had plenty of space to work was left discolored. Before the work was done, l disconnected all plumbing, therefore the tub easily slides without damaging the floor. No attempt to move or advised of your policies by the technician was introduced. If so, l would have slid the tub from the wall myself. It only took me a couple seconds to move. You are not here to evaluate the situation, and made a hasty decision, not to resolve or even to have someone to look at it. By the time that you get back l will have explored other options and conducted other measures. Stay tuned.
April Stillwell adstillwell@gmail.com
To:w rowe
Wed, Jun 9 at 7:19 AM
I am not quite sure why you are acting as if I did something wrong in this situation . I responded to you very quickly within hours of your voicemail and was waiting for the owner to give me a solution. I let you know I am on vacation until Wednesday June 16th. We will not be respraying that is not necessary but can come out and respray the ledge if you have the tub pulled out. Our next opening is 2pm June 24th. I am insulted that you are implying we are a sheisty company that took your money. That is simply not the case. We came out as scheduled did our job. You were there with Austin if you wanted to pull the tub You were there with Austin if you wanted to pull the tub out that would have been fine. Again we do not move bathtubs we reglaze them in place. At no time have you been ignored had your money taken or were told a repair could not be made just that your request to respray the bathtub would not be done in this situation . Let me know if June 24th works for you.
Lack of professionalism, communication, and poor customer service!! read more