Perma Treat Portland

"In this case the customer had soap stone in her home and was not aware of the softness of the stone and that it can become etched very easy. We did not install the stone and did not apply whatever sealer was originally put on the stone. We were called in to try to fix an already messed up countertop. Soapstone is very soft and can be etched with everyday use and is not a good stone to put in a kitchen. With that being said we did the best we could to try to fix her problem. I am not sure what she was expecting, but there is nothing on the market that prevents etching on this stone. We did our very best to remove the old sealer that was put on the counters and we sealed it with a sealer that will now prevent any further staining. We can only do so much after a countertop has been neglected and are very sorry this customer does not think we did a very good job."

"We have went back in our call log and cannot find where this customer called in. We have called and left a message for her to give us a call, so we are waiting to hear why she is unhappy with the work. We did the work in 2011 and have never heard from her until this post."

"We are sorry to hear of this member disappointment in our service. This member's granite is honed, which means the polish has been removed. Our process will not re-polish a honed granite and he was informed of that before he chose to hire us. We are more than happy to come out and re-seal his granite after he has it "wet-polished" at no cost (Please call us once completed to schedule). We strive for happy customers and want to do everything we can to make this customer happy."

"We originally visited Member on 3/15/2010 to give her an estimate. We e-mailed a formal copy of the estimate that same day, 3/15/2010. The estimate lined out the scope of work which included stripping a topical sealer that needed to be stripped off of the tile and grout as well as cleaning and sealing her shower walls and floors, shower door, counter top and floor. Each area is line itemized with its own cost. It also notes specifically on our estimate that “Perma-Treat does not warrant nor guarantee the ability to remove stains before sealing”. The project was completed on 7/8/2010 to Member's satisfaction. Member paid us by check that same day after the work was completed and didn't mention any dissatisfaction with the work performed. One week later, Member called and said that she had some issues with two small areas in the grout lines of the main floor. In a good faith effort, we sent a technician out to take a look at the issue with the hopes that we could help her even though we had disclaimed that we don't warrant or guarantee the ability to remove stains before sealing. Our technician informed Member that the project was as good as possible. Still unsatisfied, Member called back again. This time we offered (and did) to send our Service Manager to her house to take one last look and see if there was anything more we could do. This occurred on 8/24/2010. Member informed our service manager that she there was a spot on the counter top that appeared to be taking on water, which we re-sealed free of charge. Member requested a meeting with an owner at her house, which our service manager called to schedule from from her house on 8/24/2010. The meeting was scheduled for 8/26/2010 at 2:00 PM. When we arrived at 2:00PM on 8/26/2010, there was no one home at the Member's residence. On 8/27/2010, Member called my office and demanded a refund of her money. She would not talk with me on the phone or allow us into her house to try to find a solution. Everytime Member has called our office to see if she was getting a refund, her call has been returned. Every time. She refuses to take our calls. In late October 2010, we received a demand letter asking that we not contact her. On 11/4/2010, Member called our office and threatened that if she didn't get a refund, she would take legal action. Member's call was returned that same day and a message was left asking her to call. The bottom line is this; We provided an estimate to Member. We perfomed the work outlined on the estimate. She was pleased with the work and paid us for the work performed. We specifically ask that our customers pay us after work is completed to make sure that they are satisfied. We have returned every phone call and have arrived for every scheduled meeting. We are still willing to visit Member's house to take a look at her issues and try to find a solution."