> From: wendy@pratthomes.ca
> To: michelle_vaters@hotmail.com
> CC: cynthia@pratthomes.ca; service@pratthomes.ca
> Subject: RE: Grout Colour on Kitchen Backsplash
> Date: Fri, 26 Oct 2012 08:57:06 -0400
>
> Hi Michelle,
> You have not lost your appeal rights to Tarion. You can always put this
> issue on your Year-End list as the grout match will not change over time.
> If Cynthia agrees that the grout colours do not match, we will get the whole
> back splash re-grouted.
> I genuinely want to resolve all warrantable issues for you.
> Regards,
> Wendy
>
> -----Original Message-----
> From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
> Sent: Thursday, October 25, 2012 5:22 PM
> To: Wendy Skyba
> Cc: cynthia@pratthomes.ca ; service@pratthomes.ca
> Subject: Re: Grout Colour on Kitchen Backsplash
>
> Cynthia, can I please get the swatch from you so I can see if it matches the
> grout?
>
> When will you all be available to come by and compare to the swatch?
>
> Obviously something isn't right as I have had others say its a different
> colour.
>
> Please let me know when we can meet.
>
> This is very frustrating and has made my first home buying experience very
> disappointing. I'm sure I won't be raving about Pratt anytime soon to
> potential buyers.
>
> Since this has been dragged out by NYT and Pratt, I don't think I am able to
> go to Tarion anymore, as I only had until the end of September to submit
> claims and I was assured this was going to be fixed the last time around.
>
> Is there someone else I can speak with at Pratt?
>
> Michelle.
> Sent wirelessly from my BlackBerry device.
>
> -----Original Message-----
> From: Wendy Skyba <wendy@pratthomes.ca>
> Date: Thu, 25 Oct 2012 21:05:29
> To: <michelle_vaters@hotmail.com>
> Cc: <cynthia@pratthomes.ca>; <service@pratthomes.ca>
> Subject: RE: Grout Colour on Kitchen Backsplash
>
>
>
> Hi Michelle,
> I looked at your grout the other day and found that it is a taupe/pearl
> colour on all three walls.
> We absolutely want you to be happy and I would not hesitate to have the
> grout changed were I able to see a difference in the grout colour from one
> wall to the other. I even brought someone else with me when I went and
> looked so that a second set of eyes could look at the grout and correct me
> if I was not seeing it properly. I held a white piece of paper next to the
> grout on all three walls so that I had something to compare the grout colour
> to that was consistent and still could see no difference in the grout
> colour.
> While I hope we can work this out with you without involving a third party,
> Tarion can rule on whether or not the grout is a suitable match. You may
> want to ask them to make a ruling.
> Regards,
> Wendy
>  
>  
>  
>
>
> From: Michelle Vaters [mailto:michelle_vaters@hotmail.com]
> Sent: Thursday, October 25, 2012 2:21 PM
> To: wendy@pratthomes.ca
> Cc: service@pratthomes.ca
> Subject: RE: Grout Colour on Kitchen Backsplash
>  
>
>
>
> Wendy,
>  
> I just spoke with Cynthia via email and she has informed me that the grout
> colour that I selected was taupe, not white. Since white has been installed
> on the repaired wall, it does not match the other 2 walls. Please let me
> know when this will be replaced as NYT has used the wrong colour again. You
> had mentioned that the grout should have been white since the beginning, but
> this wasn't the case.
>
> Note from Cynthia:
>
>  
>
> "The tile company is responsible to select grout that best works with each
> individual backsplash tile and they often use white. Because I was aware
> that they typically use white for the backsplashes, I had suggested to you
> that you select a standard grout for your backsplash that may look better.
> You selected 683 pearl with is in fact the" taupe" grout stick you saw at
> the studio. I probably told you that the same grout was indicated on the
> chart to be used on your floor as well."
>
>  
>
> Please note the sequence of events thus far regarding this issue...
>
>  
>
> * On closing inspection it was noted that the warped wall needed to be
> corrected, which included removing and replacing tiles.
>
>
> * Tiles removed, wall fixed, tiles replaced.
>
>
> * Tiles were quite uneven
>
>
> * Tiles replaced
>
>
> * Grout was determined to be a different colour as the other two walls.
>
>
> * Pratt & tile company agree to re-grout, admitting to the variation in
> colour
>
>
> * Colour still not correct
>
>
> * Waiting for Pratt to resolve issue. 
>
>
> Again, please let me know when this mistake will be fixed. I expect to hear
> back from you no later than tomorrow afternoon.
>
>  
>
> Michelle.
>
>  
>
>
> ----------------
>
>
> From: service@pratthomes.ca <mailto:service@pratthomes.ca>
> To: michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com>
> CC: wendy@pratthomes.ca <mailto:wendy@pratthomes.ca>
> Subject: RE: Grout Colour on Kitchen Backsplash
> Date: Thu, 25 Oct 2012 13:59:22 -0400
>
> Good Afternoon Michelle;
>  
>  Yesterday afternoon I was out of the office and playing catch up this
> morning. I apologize for not responding to your email sooner.
>  
> I take my direction from Wendy as she is the Pratt Service Manager and has
> personally inspected the grout for your kitchen back splash. She has
> determined the repair to be acceptable.
>  
> We do not want to trades to enter a condo under any circumstances with out
> permission from the homeowner. Moving forward and to prevent any confusion;
> please advise trades when you will be available for any future repairs that
> may arise. Anytime during the work week Mon. thru Fri.  8am -5pm. with work
> and travel I do realize this can be difficult to arrange.
>  
>  You may leave a key to your condo with the Service Dept. located on 301
> King St. The trades must sign the key out in the morning and return the key
> before 5pm the same day. This is tracked closely at all times by the service
> dept. and I will know when and which trade is entering your condo. We will
> no longer allow any trade to use the site's master key to enter your condo.
> Thus preventing a trade from entering your condo for a repair that wasn't
> booked through you personally. Unfortunately with trades and repairs there
> are always some dust and minor cleanups to be expected. However we will
> ensure this is kept to a minimum.
>  
> 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: Thursday, October 25, 2012 12:32 PM
> To: service@pratthomes.ca <mailto:service@pratthomes.ca> ;
> wendy@pratthomes.ca <mailto:wendy@pratthomes.ca>
> Subject: RE: Grout Colour on Kitchen Backsplash
> Importance: High
>  
>
> I take it that since I haven't received a reply to my last email, you have
> decided that this is your final decision?
>  
> All I am asking for is the grout to be replaced with the same batch on all 3
> walls so it is consistent throughout. The only reason the backsplash was
> affected in the first place is due to the warped/bevelled wall, which was
> noted during my inspection before taking possession of the condo. I was
> looking at the backsplash and grout again last night and the colour isn't
> even a variation, it is a totally different shade of grout then what was
> previously used. This should be corrected as it wasn't even a standard
> feature that was included in my purchase price. I have paid a lot of money
> for this and went through Pratt, instead of going through another company
> after I moved in, expecting top notch service and craftsmanship.
>  
> I take a lot of pride in my condo and the design decisions I have made. Even
> your interior designer has mentioned my condo to other purchasers and has
> had them stop by my place to have a look, instead of just visiting the model
> suites. I would like to have NYT come in to finally fix this issue and put
> it to rest, especially with all they have put me through these past months
> (4+ visits they have had to make since they didn't correct the issue the
> first time around, cleaning up after their mess each time, lying about
> speaking with me about an appointment and informing your service department
> that I had given consent for them to enter my suite and people entering my
> suite without my given consent, which has happended on a couple of
> occassions). I'm sure they have broken some clause by entering my place
> without my consent, have they not?
>  
> Michelle Vaters.
>  
>  
>
> > From: michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com>
> > To: service@pratthomes.ca <mailto:service@pratthomes.ca>
> > CC: wendy@pratthomes.ca <mailto:wendy@pratthomes.ca>
> > Date: Wed, 24 Oct 2012 18:17:41 +0000
> > Subject: Re: Grout Colour on Kitchen Backsplash
> >
> > I saw your attachment, however, the tiles on the wall that was repaired
> look totally different than the tiles on the other two walls. I am not
> making this up as I have had other people notice and comment as well.
> >
> > I feel as though all grout should be replaced to match on all 3 walls.
> When multiple batches of grout are being mixed at different times, they are
> never going to match correctly. I have paid over $1300 for this backsplash
> as an upgrade and expected it to be correct when I moved in back in March.
> This is unacceptable and should be corrected.
> >
> >
> > Sent wirelessly from my BlackBerry device.
> >
> > -----Original Message-----
> > From: service <service@pratthomes.ca <mailto:service@pratthomes.ca> >
> > Date: Wed, 24 Oct 2012 18:22:53
> > To: <michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com> >
> > Cc: <wendy@pratthomes.ca <mailto:wendy@pratthomes.ca> >
> > Subject: RE: Grout Colour on Kitchen Backsplash
> >
> >
> >
> >  
> > Hi  Michelle;
> >  
> > I have included the CPG article to explain why the repair is acceptable.
> Variations in grout colour are to be expected when making repairs. However
> Wendy found the repair acceptable and didn't see any colour difference when
> she was in your home. I hope the information below is helpful.
> >  
> >
> >  
> >  
> >  
> > 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, October 24, 2012 1:50 PM
> > To: service
> > Cc: wendy@pratthomes.ca <mailto:wendy@pratthomes.ca>
> > Subject: Re: Grout Colour on Kitchen Backsplash
> >  
> > In the corner where the 2 walls meet, the grout colours differ and in this
> area they are both shaded by the cupboards. Can you please explain that
> then?
> >  
> >  
> > Sent wirelessly from my BlackBerry device.
> >  
> > -----Original Message-----
> > From: service <service@pratthomes.ca <mailto:service@pratthomes.ca> >
> > Date: Wed, 24 Oct 2012 17:56:32
> > To: <michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com> >
> > Cc: <wendy@pratthomes.ca <mailto:wendy@pratthomes.ca> >
> > Subject: RE: Grout Colour on Kitchen Backsplash
> >  
> >  
> > Hi Michele;
> >  
> >  Wendy was accompanied by another Pratt associate; (who had never seen the
>
> > back splash prior to Oct.22nd), and inspected the grout together.   They
> > found there was no difference in the grout colours. Wendy did note that
> the
> > light coming from different angles reflecting on the backsplash can alter
> > the appearance of the grout. She has determined this repair is acceptable
> as
> > no colour difference to the grout was noticeable under normal lighting
> > conditions and from a normal viewing position.
> >  
> > Good Afternoon Michele;
> >  
> >  As per Tarion this repair is acceptable. Please refer to the attachment I
>
> > have included. The Construction Performance Guidelines Article 12.33
> defines
> > acceptable grout colour and minor variations of grout colour are normal.
> > Therefore the repair is acceptable and complete. 
> >  
> > I would like to thank you for your patience and willingness to accommodate
>
> > our trades when we have been in your home. We do understand that having
> > service work done can be difficult and disruptive.
> >  
> > Please do not hesitate to contact the Service department any time at
> > 705-721-9912.
> >  
> > Sincerely,
> >  
> > 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: Tuesday, October 23, 2012 1:32 PM
> > To: Wendy Skyba ; service@pratthomes.ca <mailto:service@pratthomes.ca>
> > Subject: Re: Grout Colour on Kitchen Backsplash
> >  
> > Any word on the grout?
> >  
> >  
> > ------Original Message------
> > To: Wendy Skyba
> > To: service@pratthomes.ca <mailto:service@pratthomes.ca>
> > Subject: Re: Grout Colour on Kitchen Backsplash
> > Sent: Oct 22, 2012 8:28 AM
> >  
> > Sure. No problem.
> >  
> >  
> >  
> > ------Original Message------
> > From: Wendy Skyba
> > To: michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com>
> > To: service@pratthomes.ca <mailto:service@pratthomes.ca>
> > Subject: RE: Grout Colour on Kitchen Backsplash
> > Sent: Oct 22, 2012 8:19 AM
> >  
> > Hi Michelle,
> > Could I go into your suite today & take a look at the grout colours,
> please?
> > I have not seen the latest repair.
> > Thanks,
> > Wendy
> >  
> > From: Michelle Vaters [mailto:michelle_vaters@hotmail.com] Sent: Sunday,
> > October 21, 2012 5:44 PM To: service@pratthomes.ca
> <mailto:service@pratthomes.ca> Cc: wendy@pratthomes.ca
> <mailto:wendy@pratthomes.ca>
> > Subject: RE: Grout Colour on Kitchen Backsplash Importance: High
> >  
> > Hi Wendy & Ramona,
> >  
> > It seems that the grout colour doesn't quite match the other walls again.
> > Since NYT cannot seem to get this right, I think the best solution would
> be
> > to replace the grout on the other two walls with the colour they just used
>
> > on the wall behind the sink. That way they can be done with it and won't
> > have to come back for a 5th time.
> >  
> > Please let me know if this is possible or if you can recommend another
> > solution.
> >  
> > Thanks,
> > Michelle.
> > > From: michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com>
> > To: service@pratthomes.ca <mailto:service@pratthomes.ca> > CC:
> > wendy@pratthomes.ca <mailto:wendy@pratthomes.ca> > Date: Fri, 19 Oct 2012
> 18:20:07 +0000 > Subject: Re:
> > noise from condo above > > Great! Thank you. > > > Sent wirelessly from my
>
> > BlackBerry device. > > -----Original Message----- > From: service
> > <service@pratthomes.ca <mailto:service@pratthomes.ca> > > Date: Fri, 19
> Oct 2012 18:29:59 > To:
> > <michelle_vaters@hotmail.com <mailto:michelle_vaters@hotmail.com> > > Cc:
> <wendy@pratthomes.ca <mailto:wendy@pratthomes.ca> > > Subject: RE:
> > noise from condo above > > > I have just spoken with the tile installer
> and
> > he applied silicone to the > counter top this afternoon. > > He was
> > scratching his head when he saw the counter top today, he thought he > had
>
> > done the caulking on his last visit to your condo. I explained the >
> counter
> > top had been replaced since his last visit. However Gary will check > this
>
> > out at the end of the 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: Friday, October 19, 2012 1:52
>
> > PM > To: service > Cc: wendy@pratthomes.ca <mailto:wendy@pratthomes.ca> >
> Subject: Re: noise from condo
> > above > > Thanks ladies! > > Will Gary also be doing the caulking today as
>
> > well? > >   > Sent wirelessl
> > Sent wirelessly from my BlackBerry device.
>