PEAK HOME RENOVATIONS

Service Provider Response

Thank you for the kind words! It was a pleasure to work with you.

Service Provider Response

Response from Peak Home Renovations: We are truly sorry that you are not happy with product and service you received from our company. It is never our intention to do a disservice and if you feel this is the case then please accept our apologies. However, this review is not entirely accurate and is not telling the whole story. The photos that appear are not from the finished product and the tiles are installed properly. Our legal team has reviewed the work order from your project and has determined that all of the work agreed upon was completed. Our team was dedicated to this project and worked on this job continually everyday until it was completed. Mike and his team also worked closely with the customer in the selection product, and in one case returning one product and getting the correct product on their own time. Mike and his team also worked hand in hand with the customer in selecting the threshold and top sill to make sure that the right materials and the exact dimensions were perfect and that they would fit the finished product. The company they selected for this product would not come out and template so that was done for them by Mike and his team. Mike and his team worked as closely as they could to deliver the best product as possible. The drain issue: Prior to our arrival the customer had already hired and fired a previous contractor who had started this project. We were hired to step in and complete the work that had already been completed. Part of the work that was already completed was the shower drain and the new concrete shower floor. It was already done, in place and ready for tile. It is very important to point out the following which was explained to the customer. Our company had it's initial appointment with this customer in March 2018 and delivered an estimate back to the customer early April 2018. At the time of our appointment in March 2018 their previous contractor had already been fired and the shower had not been used for months. Then, six months after our original estimate was delivered in April 2018 the customer hired us to begin the project. We were never aware there was any drain issue until after the customer selected us to complete the job. Prior to starting the customer stated there were some changes they wanted to make to the original estimate. They wanted to do some of the work themselves, so that change was made to the work order, and, they also wanted the painting removed for they would do that themselves as well, thus, it was removed from the work order too. At that same time we were told the drain was "slow" but it did drain. We were not made aware of any drain issue until this point in time. (Six months after the original estimate). After our part of the project was completed we ran the shower faucet to be assured that everything was operating as it should. And it did with the exception of the shower drain, it was, indeed, slow to drain. We immediately called the drain company we use in these situations and they were out the very next day. Due to the condition of the existing drain, which is underground, it could not be snaked. The solution was that we ordered and purchase a camera that we would use to snake down the drain to see what and where the obstruction was. This, too, was not successful. We consulted with our drain company and came to this conclusion. The existing drain that is underground is an old galvanized drain pipe. And these pipes will work fine as long as they are in use. When older galvanized drain pipes are either abandoned, or go unused for months on end they will rust, flake and deteriorate from the inside, thus, closing off the inside diameter of the pipe causing a slow to very slow drain. In this case it is not known exactly how long this pipe sat unused. It sat unused from at least March-October 2018 plus however long it sat after the first contractor was fired. This whole scenario was explained and the customer seemed to fully understand this explanation. The problem with the drain is that it was simply left abandoned for far too long which is what caused the problem. We did not cause this problem yet we made every attempt to resolve the slow drain. We are truly sorry to have an unhappy customer but the problem with the drain is far above and beyond the scope of work outlined in our work order.