Dear Consumers, We have tried to make a long story short. Though, in order for you to understand, it is not possible. In addition to responding to this posting, we wanted you, the consumer to understand how important our customers are to us. Indeed, the client had two bathrooms that were literally falling apart. We completely remodeled those bathrooms, as well as a third bathroom and added a shower, along with a closet, and then some. Upon initial discussion of the project, we drew up the contract to include removal of the bathtub and installation of shower with Wedi System and tiling of the first bathroom. In the second bathroom, the wall and floor were to be retiled. In the third bathroom, the shower was to be extended, Wedi System installed and the shower tiled. We have never been involved with a client for so long for such a small project. The contract was signed in August, and the final installment as stated in the contract was paid in December. In the new year, we returned to finish up various items as they were not available to us before the end of the year. We finally completed the job mid-May. There were many delays throughout the project due to, but not limited to the client not being able to decide on colors, grout, cabinets, lighting, etc., but also materials that fall under the client’s responsibility were not available when needed. We supply all materials for installation, but we do not supply tiles, appliances or fixtures. We made our contractors discount available to our client, but we also called at least 3 other companies to get the discount as our client was contemplating purchasing products there. In addition, we also picked up tiles, bathtubs, cabinets, toilets and fixtures from many different locations (i.e., but not limited to, 6 times from Springfield to Lowe’s in Woodbridge, 3 times to Reico cabinet company, 3 times to various granite places), as our client did not want to pay the delivery expenses. This time adds up to approximately 2 - 3 days work and at no time did we charge our client for this. Nor the many miles of gas. While this all takes time, we happily do it for our customers. At no time during the job did we hear that it was sloppy. At no time did our client mention–or even imply- that they were unhappy. Quite to the contrary. My wife and business partner conducted many personal conversations with each other. Furthermore, we only came to hear of our client’s dissatisfaction through Angie’s List. The posting came shortly after receipt of the client’s final bill. The final invoice read as follows: Bathroom 1 Removal of the bathtub and installation of shower with Wedi System; and tiling of the bathroom $4,400.00 Bathroom 2 Removal of the bathtub and installation of shower with Wedi System; and tiling of the bathroom $4,400.00 Master Bathroom Extension of the shower, installation of the Wedi System; and tiling of the shower $4,600.00 PAYMENTS RECEIVED $13,400.00 Additional Work Replacement of studs (molded) in the first bathroom, including materials 250.00 Exchange light fixture 35.00 Replacement of door in second bathroom 300.00 Installation of insulation in bathrooms, including materials 240.00 Installation and replacement of exhaust fans 355.00 Replacement of four faucets 200.00 Painting 500.00 TOTAL AMOUNT DUE $1,880.00 Upon receiving a response from the client stating that she was “completely stunned by the invoices,” we sent the following response: With regard to our invoice, we did not charge you for replacing part of the molded floors in the two bathrooms. Also, with regard to the painting, we normally only do primer, so there is a charge for the painting. Regarding further costs, we can explain as follows: Replacement of studs (molded) in the first bathroom, including materials – It was not planned to replace this wall. It was supposed to be cleaned and sprayed with mold killer and blocker. Upon your request, Witek replaced the wall as opposed to cleaning and spraying. This was about a day and a half of work, with the help of 2 workers. Exchange light fixture – It was requested that Witek exchange the fixture, which took about 30 minutes. However, since we did not have any further costs associated with this, we are happy to remove the charge. Replacement of door in second bathroom – As mold was discovered on the door, it was requested that Witek replace the door. In addition to replacing the door, the frame had to be altered, the baseboard fixed, caulking around the trim as well as painting. Installation of insulation in bathrooms, including materials – This too was requested after the project started. Upon your request, it was explained that it could be done, but would cost for the material and labor. The material alone was $170.00. Installation and replacement of exhaust fans – The request for the replacement of the fan came after the beginning of the project. The duct as well as the material for the installation of the duct work alone was $250.00. And we spent two days installing. Replacement of four faucets – It was asked how much it cost for the replacement of a faucet, which was $50.00. However, by the end of the project, 4 were installed. Painting – As I mentioned in the below email, we do not usually do full painting. Also, we want to point out that we purchased a more expensive drywall upon your request, but we did not charge for it. We kept the price at our original estimate. In addition, we installed niches in the bathroom. And, while they are time consuming, we did not charge for that. Currently, we charge approximately $200.00 for niches. The towel hangers were also done without charge. The replacement of the medicine cabinet should have been an extra charge, but we did not include this, even though we figured out that it was not faulty installation. The hours alone for the extra work were about 180 man hours. Regarding the bill for Lowe’s – We have done our market research and have come to the conclusion that our prices are the mid-range. We do not feel that the price is too high for Lowe’s. Yes, if it were an item that was to be finished with regard to your project, we would not be charging for it at our minimal/hourly rate. Have you had a chance to submit the bill to Lowe’s? We are happy to assist if you come up against any problems. I am happy to hear that they will replace your tub. We hope that our above explanation satisfies your inquiries. Should there be any further questions or points to discuss, I am happy to discuss this over the phone with you. * * * * What we omitted to remind our client of was the initial quote, in which it was written that the final costs could be +/- 10% of the stated price. 10% more of the original price would be 1,340.00. However, we did not go above the original price. The extra cost, which amounted to 1,880 was approximately 800 in material alone and had nothing to do with the original project. Therefore, in the end, it is a matter of $460.00 in “unexpected cost.” Though not stated or discussed above, we installed insulation in the attic and never charged the client for this. This has nothing to do with the bathrooms. Witek has been doing this work for over 15 years. In the D.C. area alone, since 2004. In 2008, Vtek Remodeling was established. However, we are always learning. Possibly, we should have prepared change orders for every change/request. However, we ask our customers to put their trust in us, as we put our trust in them. Not only was everything verbally agreed to, it was obviously requested, as the extra charges did not fall within the realm of the contract. If one were to read all the reviews given by this subscriber (only 1 of 4 received a positive review), they would see that this client’s expectations may be very much above industry standards. One will see from postings on Angie’s List as well as other consumer lists, that we leave our clients’ houses in tip top shape. There is of course always the possibility of dust and dirt, and an occasional stain. Whether or not we stained the carpet, we cleaned it. Regardless of the fact that we are in disagreement with the member, we do not like to leave any customers unhappy. We have offered to discuss the costs. To date, she has not responded. However, moral of the story, we had a good learning experience. We rely on Angie’s List and other consumer websites. Both for referrals as well as the information made available (i.e. costs charged by other contractors). We are certain that you too rely on these postings. And we invite you to review our postings, where we have received rave reviews since at least 2006.