TUBS & MORE

Great. Job was done in about a week from the first call to job completion.

Three days after Mr. Moss resurfaced our tub we contacted Mr. Moss concerning the numerous tiny bumps in the finish.  From the very first contact with him following the service it was plain to see that he forgot to apply 3 of the most important rules of owning and operating a business. #1 Apologize to the customer, #2 Tell the customer you will do everything possible to correct the problem and #3 Never make excuses.

When we contacted Mr. Moss concerning the numerous bumps in the finish he should have made every effort to first, apologize, and second, make it a point to come out and take a look as soon as possible. He came out 10 days later. It was obvious to us he had more important things to do than to ensure a happy customer.  He stated that some imperfections are expected, yet when I went to a few tub resurfacing sites, including his own, I could find no information or disclaimers stating that certain imperfections would remain.

When he finally came out and I asked him about why this happened, he made excuse (the tub wasn?t in a paint booth) after excuse (a certain amount of bumps are to be expected). Again, he had the opportunity to apologize to me but chose not to. At this point it was obvious that the Satisfaction Guaranteed statement on his website was simply two words that he really didn't mean. 

In his mind, offering us $75 off of the service was his way of making sure we were satisfied with the outcome. Had he applied the principals of customer service (see above), he could have kept his $75 because he would have sincerely wanted to make sure we were happy with the service.

Instead, he will never receive a recommendation from me and he has this poor review to try and live down. I sincerely hope Mr. Moss takes this review to heart and will apply the principals of good business listed above.

It should be stated here that my husband, Don, is satisfied with the resolution of this issue so this review is written by me (Diana Clough), not by him.

In conclusion I wish to say that during Mr. Moss's first visit, he was friendly, hard-working and we seem to hit it off very well.  I had no reason to feel that the service he was performing would not result in anything less than what he represented it would be.  All the issues came from lack of follow-up and his lack of sincerity.  In every relationship whether that is with coworkers, family, God or all of the above, an apology goes a very long way to helping an unhappy situation get back on track.  I hope Mr. Moss really reads this review and will operate his business in a different manner going forward.

They were punctually and did a great job.  The one thing I would change - I would have them follow-up on the job.  I had to put the hardware back on.  I still have one to go.

I have provided the contact information to several potential customers. 

I called the company initially to inquire about the price to repair a badly cracked fiberglass tub. The manager scheduled an appointment for a few days later to come to my property to make the repairs. He arrived on the appointed date, surveyed the damaged tub and gave me the cost to repair it.  He prepared the tub by cleaning it thoroughly with chemicals, made up a batch of epoxy with the matching tub color, drilled holes at each end of the crack to prevent it from spreading, put a quick drying material in the holes he had drilled that would solidify and give the tub additional support form underneath, applied the resin with fiberglass cloth, then sanded the surface to a slick finish that was indistinguishable from the remainder of the tub. The finished product  looked as good as new.

arrived on time and completed refinish same day. came back 2 days later and installed non slip surface.

The employee (Chris) came to our home on time. He looked over the situation to see what he needed to complete the job. When we couldn't get the screen off the window to allow for the proper ventilation, he very quickly improvised in order to continue working. He was very careful to cover the carpet that the equipment had to travel over in order to accomplish this. He covered or sealed everything completely to be sure only what needed to be sprayed was sprayed. He had me check the color beforehand to be sure it was what I was looking for. He worked very efficiently & cleaned up everything when he was finished. He explained what to expect for the next couple of days & what I needed to do. After allowing the coating to dry the appropriate time, I started to remove the tape that lined the wall around the shower. As I was removing it, some of the coating was peeling off. I immediately stopped & called the company. They were there the next day & assessed the situation & took care of it. They removed the rest of the tape for me as I was afraid I was gonna mess it up again. So I waited the appropriate time again & went to clean the shower door track & again I wiped off the coating. I called again & they were right there & fixed the problem & explained what was happening, which was not their fault, just a combination of things. This time I decided not to touch it for a week (we were going out of town so this was not a problem). We returned & everything was completely dry & we have been totally satisfied since then. It is amazing what changing the color can do. Our home was built about 20 years ago when gray was one of the in colors for fixtures... well not so much these days. I wanted something neutral & this did the trick. Better than the $15,000 quoted to have it all replaced. These guys were very professional, neat, & personable. I would highly recommend anyone thinking of re-doing their bathroom to check out this service & Tubs and More.