Craftworks Home Repair & Improvement

"A few factors to consider: - As the customer first stated, I was considered easy to work with and they were initially happy with the work performed (please see attached customer sign off of satisfaction). - This project was time and material. The customer chose the point at which I was to stop work, and when I left there was a considerable amount of prep work left to be done. The customer said that they wanted to complete the work themselves but went on to hire a different professional. In the profession of home remodeling, we have to be knowledgeable in many different products and applications, and do not use one particular product every single time. Reading instructions is a smart thing to do as product information gets updated and changed. I have used Kerdi before with success, but it is a specialty product and it is best to be informed in case of these updates. Schluter recommends a particular trowel size to install their membrane, but I have found in my experience, installing Kerdi over hardibacker is a little more difficult due to water absorption rates, so I used a trowel that puts more product on the wall and allows a thicker bond to substrate. From the pictures I was sent, I did see a “striping” of thinset through the membrane in one area, and instantly offered to go to the project and see if in fact it was a poor adhesion or simply staining. (Please see the attached email correspondence). I told the customer that I must inspect my work in person to determine if there was truly a problem with the Kerdi application. I also offered to redo the work to fix any problems, if there were any, free of charge. The existing shower conditions at the home included a drain that was not centered. Since Schluter Kerdi does not provide a shower pan to fit every custom application, the square, perfectly sloped pan needs to be cut in such a way to fit to the drain, thus causing the slope of the pan to run off. This is not uncommon. You can see a Kerdi professional demonstrate this [on you tube]. More importantly, the picture they sent me of the shower pan is an improper representation of “leveling” to show level of a custom cut and fit pan. The correct way to check for leveling is on the drain assembly, and any discrepancy at the walls is floated out to level during the next step in the process. The picture of the level does not indicate that the drain was out of level but simply that the shower pan needed to be floated out 1/8”. This is a very minimal amount. (Please see attached picture for reference). The Schluter Kerdi system is a specialty tile application and is not considered an industry standard, meaning most customers remodeling their bathrooms do not use this product. To say that a bathroom remodel is above my skill set due to a possible issue with one process is unfair and slanderous. I have over two decades of experience with home remodeling and take pride in providing customers with an excellent outcome for every project. If there is any issue at all I am more than happy to rectify the issue. (Please see my website for examples of my work). I told the customer that Oregon CCB requirements, as it pertains to arbitration, would allow me to come inspect the issues or be given the opportunity to remedy any mistakes, if any are found. If they would not let me, there would be no refund. It is surprising to me that they never once called to speak to me about their concerns. After sending my last email the customer never responded but instead contacted Angieʼs List with this dispute. It is my belief that they had the work completed by someone else before they contacted me asking for a refund, which would explain why they would not allow me to inspect the work or remedy any possible mistake. I am always willing to work with any customer to make sure that they are completely satisfied with the work I have provided."