Crystal Marble Polishing

"I will start with this. I take my work and business very seriously (see ALL other.reviews). I offered a full refinishing of the floor, entailing diamond grinding (wet sanding - several steps/grits), polishing, and sealing. When it came to the walls, I explained that there are several options and narrowed it down to two (see below). We refinished the floor (grinding, polishing, sealing as explained above) and repaired some cracks in it using a polyester resin (like an epoxy). She was unhappy with the first color I filled it with. I immediately offered to remove and replace it. After waiting an hour, she finally let me change it out. I mixed up several different colors, she picked one she liked. I applied it and she was happy with it. For the shower walls, I offered her two different options. Either option requires us to fully clean the walls first to remove soap scum, grime, etc...(of which there was a LOT). The first option is for refinishing of the walls. This entails doing the exact same process on the walls as on the floors (diamond grinding, polishing, sealing - as I mentioned above). This is all done with a hand tool, which is very time consuming, as you are performing multiple steps on a vertical area. I explained to her that this is very expensive because of the time necessary to do all of the steps, and gave her a price for it. She declined option 1. Option 2, (less expensive), entails a light polishing of the walls (after cleaning), then sealing. This light polishing is a single step and removes some/all (depending on the preexisting condition) of the water/etch marks from the walls and boosts the shine. Then the walls are sealed. This is the option she chose and it what was written in the estimate/contract she was provided prior to my arrival to perform the work. Upon arrival, she showed me the bathroom. When she showed me the shower, I immediately showed her the amount of water marks and etching on the walls, especially the tiles below the water line (below the shower head where most damage occurs). The tiles were practically white from all of the soap scum and etching (on a gray marble). I told her I would do my best to remove them but that they are very damaged. My employee did all of the walls with the single step polish. I had him do a 2nd and 3rd pass of the bottom 4-5 rows on all of the walls because they were in very rough shape. I did this to try to get the best result for the option she chose. I had him do more passes on some that were really bad, below the soap box and valve/handle. These areas were so bad that when you run your fingers across them, you feel ridges in the stone where it has been etched and eaten up so bad over the years.. When all was done, I had her come look at everything. I explained the shower walls and their condition again, had her run her fingers over the areas I mentioned,, showed her the deep etching with the flashlight on my phone, etc... She seemed like she understood. Then she mentioned that she expected the tub deck top to be done. This was never mentioned in any conversation, prior, during, etc...I took care of it at no charge. Then I took care of the cracks (replacing as stated above). We went over everything again and she happily paid me for the work we completed and I proceeded to make the nearly 2 hour drive home. 1.5 hours after I left, she called me to complain about the walls. I explained everything again and referred her to the estimate, which detailed all I would be doing. She refused to acknowledge the information she was given (before during phone conversations, when I arrived (before starting), and again when she called me long after I left). When I asked her on the phone (during her call after I left) what she was expecting, she stated that she wanted the walls to look like the floors. If she had chosen that option (and paid for it), she would have gotten that, The statements she made are defamatory & untrue"