Hi
Michelle,
I
agree that your counter top should be replaced again. Cartier clearly sent
the replacement top too big & then tried to make it work. Ramona will order
another top, telling them to bring one that is the same measurement as the
original or even better, re-measure your cabinets and start from scratch. We are
so sorry that our trades have let you down. Please bear with us & we will
get all this sorted out. I apologize for the inconvenience this has caused you.
Ramona
will contact you regarding the replacement counter top scheduling.
Our
Service Man Gary is in your suite today with the installer from NYT supervising
their work. He will ensure that whatever is done, is done properly and he will
return tomorrow morning to finish up anything that cannot be completed today. I
will remind him to make sure he leaves your home clean and
tidy.
Regards,
Wendy
From: Michelle Vaters
[mailto:michelle_vaters@hotmail.com]
Sent: Tuesday, September 18,
2012 9:38 AM
To: service@pratthomes.ca;
wendy@pratthomes.ca
Subject: RE: backsplash
pictures
Importance: High
I don't understand
how the removal of tile, re-mudding the wall and prepping the wall for the
installation of the new tile will be completed in the same day. I know that the
re-mudding takes awhile to dry before it can be sanded down. If this is doable,
why wasn't this the plan all along? So instead of 3 days, I would have the
hassle of people being in my condo and the clean up that I will have to
do, for 2 or less.
Also, I want to know
who gave permission for the inspector to go into my place to look at the
countertop? I noticed on Saturday morning when I returned home that my coffee
maker was moved out of the way where the back part of the counter is off. Please
advise.
Can you please let
me know where we are with the countertop? I want to know how they are going to
repair the back part as well as the overhang without replacing it. Did they even
look at the overhang?
This is a brand new
place and I expect it to be up to my standards based on what I paid for!
Michelle.
From: service@pratthomes.ca
To: michelle_vaters@hotmail.com
Subject:
RE: backsplash pictures
Date: Tue, 18 Sep 2012 09:37:24
-0400
I must apologize
that I did not inform you that the tiles wouldn’t be removed yesterday. I did
not learn Gary wasn’t in until 10:30 when I called his cell to touch base with
him regarding the workday. I did have every intention to send you an email to
advise you of this but the day caught up with me.
We had decided that
North York Tile should correct the backsplash as they have been paid twice for
this job. I did inform you in a previous email that this would take place over 3
days. We still have tomorrow morning; as agreed upon. The railing most likely
will not be painted because here in Barrie it is pouring rain. If the weather
breaks and there is no threat of another down pour, then Gary will touchup the
railing today, otherwise it will be tomorrow.
Sincerely,
Ramona
Gross
Service
Department
Pratt
Hansen Group Inc.
Tel:
(705)721-9912 Fax: (705)735-6991
From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
Sent: Tuesday, September 18, 2012 8:50 AM
To: service@pratthomes.ca; wendy@pratthomes.ca
Subject: RE:
backsplash pictures
Importance: High
I should have been
informed that the work wasn't going to be completed yesterday. Not sure where
the lack of communication came from.
Like most people, I work
during the day, therefore I will not be home today which was made clear. I have
spent many Fridays during the summer off of work just to be home to have this
work completed and it didn't turn out exactly right. This is getting a bit
ridiculous.
I expect that all tile work will be completed by the
time I get home today, as well as the railing on the balcony. As stated belowin
previous emails, it says that Pratt was to do the tile work, not North York Tile
this time around. I also don't understand how they are planning to fix the
countertop, as the backing is not the same thickness and the overhang isn't the
same as it is on the other side of my stove making it look uneven. This should
be replaced as well.
Let me know when the coutertop will be
replaced, I expect to have this done by the end of the week as all of this work
is a month past due and I am not too happy about
it.
Michelle.
From: service@pratthomes.ca
To: michelle_vaters@hotmail.com
Subject:
RE: backsplash pictures
Date: Tue, 18 Sep 2012 08:47:19
-0400
Good Morning
Michelle:
Unfortunately
Gary’s son was sick and he could not make it into work yesterday, we are still
on track for today. Will you be home this morning ? Gary will arrive before 10
am and North York Tile will arrive before 9am and they will be working
together.
The counter top can
be repaired after the backsplash is repaired the only thing that would be
affected is caulking.
Ramona
Gross
Service
Department
Pratt
Hansen Group Inc.
Tel:
(705)721-9912 Fax: (705)735-6991
From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
Sent: Monday, September 17, 2012 7:15 PM
To: service@pratthomes.ca; wendy@pratthomes.ca
Subject: RE:
backsplash pictures
Importance: High
Hi Ramona,
I just left you a VM.
I just got home from work and noticed that nothing has been
done in my condo, which wasn't what I expected to get home to, as you told me
this morning that Gary was coming in to remove the tiles, re-mud and prep the
wall for the tile installation tomorrow (Sept. 18th). As well as, re-paint the
balcony railing, which wasn't completed either.
This didn't go over to well, especially when I was also told
today that my countertop wouldn't be replaced to match the thickness of the
other side. I expect to have the countertop replaced, whether it be the original
side or the new side, as they do not match. This should be done prior to the
tiles being installed. If this was your home, I don't think you would find it
acceptable. I had signed off on the replacement counter because it was free of
chips, expecting that Cartier Kitchens would have sent the correct piece to
match the other side.
I think I have been pretty lenient and accommodating,
especially since all the the work was supposed to be completed by August 28th at
the latest, as my possession date was March 30th. The only reason I agreed to
extend the service dates past the 28th of August was due to the fact that I was
told Pratt was ordering the correct tile to have it installed by Gary, not North
York Tile. This has gone on far too long and I don't like the fact that people
are consistently in and out of my condo and always leaving a mess for me to
clean up.
Do we need to have a face to face
meeting to resolve this issue?
Michelle Vaters.
From: michelle_vaters@hotmail.com
To:
service@pratthomes.ca
Subject: RE:
backsplash pictures
Date: Mon, 17 Sep 2012 09:44:18 -0400
Hi Ramona,
I thought
Gary was doing the tile as well as the wall and the grout since North York Tile
did such a poor job last time? And I thought that's why you were ordering the
necessary tile?
Please advise.
If you could
give me a date and a solution to the countertop by end of day today that
would be much appreciated.
Michelle.
From: service@pratthomes.ca
To: michelle_vaters@hotmail.com
Subject:
RE: backsplash pictures
Date: Mon, 17 Sep 2012 08:21:08 -0400
Good Morning
Michelle;
Gary will do the
paint touchups to the balcony railing and will be removing the necessary
kitchen back splash tiles on Mon. Sept. 17th . he will then re-mud
& prep the wall for tile replacement on the 18th by North York
Tile in the morning. On the 19th Grouting will be completed and Gary
will do any needed wall paint touchups.
I don’t have
anything that the counter needs to be replaced as it was replaced in
July.
Ramona
Gross
Service
Department
Pratt
Hansen Group Inc.
Tel:
(705)721-9912 Fax: (705)735-6991
From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
Sent: Thursday, September 13, 2012 9:48 PM
To:
service
Subject: Re: backsplash pictures
Importance:
High
Hi Ramona,
Just wanted to confirm that the following will be completed
on Sept. 17th-19th...
Please confirm.
Also, please note that I will not be home during this time,
so there will have to be someone from Pratt to let the trades in if/when
necessary.
Thanks,
Michelle.
On 2012-08-17, at 11:53 AM, service wrote:
Yes we will have the paint then
so Gary can do the touchups to your balcony
railings, you are booked in Sept.
now..
Ramona Gross
Service Department
Pratt Hansen Group Inc. Tel:
(705)721-9912 Fax: (705)735-6991
-----Original
Message-----
From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
Sent: Friday, August 17, 2012 10:39 AM
To: service
Subject: Re:
backsplash pictures
Thanks Ramona.
Please book those dates. The
counter top will have to be replaced before the
new tiles are installed, so
please keep me posted. During the time Gary is
here in September, will he
also be repairing the balcony railing?
Look forward to hearing back from
you and am eager to get these repairs
done
correctly.
Thanks,
Michelle.
Sent wirelessly from
my BlackBerry device.
-----Original Message-----
From: service <service@pratthomes.ca>
Date: Fri,
17 Aug 2012 14:45:29
To: <michelle_vaters@hotmail.com>
Subject:
RE: backsplash pictures
Good Morning Michelle;
I have sent a work order to Cartier Kitchens regarding your kitchen
counter
top. I have spoken with Flavia at North York Tile regarding your
glass
backsplash. I am waiting to hear from Brenda about the inspection that
took
place while I was off. Wendy Skyba the service manager has seen the
photos
you had sent in & wants our service dept. to repair the
backsplash.
I will have to order in tiles & grout and am just
waiting for Gary to advise
me on how many tiles are needed. I would like to
prebook you for Mon. Sept.
17, 18 & 19. mornings.
The 17th
Pratt Service will remove the tiles and remud & level the wall.
The 18th
Pratt Service will reinstall the new tiles and edging for the
backsplash.
The 19th Pratt Service will grout and clean up the backsplash.
I apologize for this inconvenience this ongoing repair has created for
you.
But I promise the service dept. will make this right.
Sincerely,
Ramona Gross
Service Department
Pratt
Hansen Group Inc.
Tel: (705)721-9912 Fax: (705)735-6991
----------------
From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
Sent: Friday, August 17, 2012 8:32 AM
To: service@pratthomes.ca
Subject: RE:
backsplash pictures
Importance: High
Hi Ramona,
Just wanted to follow up with you to confirm that you
received my emails
that I sent last weekend?
I
picked up my key from Brenda on Monday and spoke to her about the
backsplash
and she assured me that the backsplash would be replaced, based
on the
inspection that was completed on Aug. 8th. However, before the tile
can be
replaced, the counter top will also have to be replaced since it is
about
0.5" off from the other section of counter top on the other side of my
stove.
Also, the balcony railing still needs to be repaired.
Please let me know when all of these repairs will be
made, so I can move on
and complete other things that I would like to do in
my place.
Michelle.
From: michelle_vaters@hotmail.com
Date: Sat, 11 Aug 2012 18:28:47 +0000
Subject: Re: backsplash pictures
Me again, also noticed when I was cleaning up after the service guys today
that the back part of the new
counter that was installed doesn't match up to
the same thickness of the
other side of the counter on the other side of the
stove. This is getting a
little ridiculous. I'm getting tired of cleaning up
after every appointment
and wish things could be done right the first time.
I think its time to meet
with whoever is in charge of the repairs. I am
available on Friday Aug. 17th
after 12PM.
Michelle.
Sent wirelessly from my BlackBerry device.
-----Original Message-----
Date: Sat, 11 Aug 2012 18:14:30
To: service<service@pratthomes.ca>
Reply-To: michelle_vaters@hotmail.com
Subject: Re: backsplash pictures
Hi Ramona,
I just got home from vacation and noticed that they painted the wall and
cocked the backsplash. However,
the backsplash hasn't been fixed yet. Can
you please let me know what's going
on with this? I was told an inspector
was coming in on Weds. Aug. 8th to look
at the backsplash, but I didn't hear
anything after that. Also, they still
have my key. Can you please provide an
update as soon as possible as I would
like to have this completed sooner
than later. And the railing on the balcony
still needs to be repainted.
Michelle.
------Original Message------
To: service
Subject: Re: backsplash pictures
Sent: Aug 1, 2012 11:01 AM
Great. Thanks Ramona :)
------Original Message------
From: service
Subject: RE: backsplash pictures
Sent: Aug 1, 2012 11:09 AM
Thank you for this info I will order them right now as soon as I know how
soon I can get them I will call you back with a scheduled
date for service.
I know I had you booked in for this Fri. 3rd but I
will reschedule this and
have everything done in the same day. Ramona Gross
Service Department Pratt
Hansen Group Inc. Tel: (705)721-9912 Fax:
(705)735-6991 -----Original
Message----- From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
Sent:
Wednesday, August 01, 2012 10:26 AM To: service Subject: Re:
backsplash
pictures Thanks Ramona. Unfortunately I only have 1 piece of tile
that was
left. I think they used more than that 3-4 when they replaced the
backsplash
the first time. Hopefully you are able to order some. Michelle.
Sent
wirelessly from my BlackBerry device.
-----Original Message----- From:
service <service@pratthomes.ca> Date: Wed, 1
Aug 2012 14:32:48 To:
<michelle_vaters@hotmail.com>
Subject: backsplash pictures
Hi Michelle:
Wendy has
looked at the pictures you have sent in regarding your backsplash.
I can
assure you this can and will be corrected. Wendy insists we send in
our Pratt
Team to right this wrong. Do you have any spare backsplash tile
left in
your condo? Please advise then I can go forward with a
scheduled
repair date. Thank you , Ramona Gross Service
Department Pratt Hansen
Group Inc. Tel: (705)721-9912 Fax:
(705)735-6991
Sent wirelessly from my BlackBerry device.