Product did not perform. DaVinci promised to replace product. They failed to report for service on agreed date and do not return phone calls.
In June 2012, I contracted DaVinci to redo the grout in my master bathroom, floor, shower and tub. The owner sold me the product and service as a 'permanent solution.' I was told that I would never have to worry about the color of the grout again.
A few months after the colorant was applied, it began to lift off in strips. I called DaVinci on October 29, 2012 and spoke to the owner advising her of the problem. At that time, the owner agreed to redo the shower floor and we agreed the work would be performed after January 2013.
I made several phone calls to DaVinci over the winter of 2013 to schedule the work. These phone calls were either not returned or I was told they would call me back to set a date and then no one ever called. Finally, through persistence on my part, a date was set in the spring.
I called DaVinci's office to confirm the date early in the week and was told we were on the schedule. I arranged my schedule to be home for the service. The day before the scheduled service date, I received a voice message stating they could not do the work on the scheduled day. The message said they would be in touch to reschedule the work but no one contacted me to reschedule. I had to call several times and was told I needed to speak to the owner to reschedule the work. It took several calls to speak to her.
Finally she and I agreed to reschedule the work for June 12, 2013. The owner told me it would not be the original serviceman and that the worker would arrive early, around 8AM-8:30AM. Based on this conversation, I again arranged my schedule to be home for the service. At 8AM, I was sitting here waiting for the worker to arrive. At 9:30AM, no one had arrived and no one had called to explain the delay.
At 9:30AM, I called DaVinci's Medina office and spoke to an employee. She advised she was running late and had just arrived at work and had no idea about my job. She said my job was not on the schedule. She said she would check the status and call me back. She did not call that day and no one from DaVinci has contacted me to apologize for the no show or to reschedule the work.
Davinci sold me a product and service that did not hold up to their promise. I wasted 2 days waiting for their serviceman to do the work.
On June 12, 2013, I sent DaVinci a letter outlining the events and requested a refund. In the letter, I stated that if I did not receive a response within 15 days I would file a complaint with the BBB. On July 24, 2013, I sent a second copy of the letter certified mail. It was received by the owner on July 27.
No one from DaVinci has contacted me and I have not received the promised service or the requested refund.
Full refund in the amount of $460. I am requesting a refund instead of the service. My experience with DaVinci and their service work is poor. They don't show up and they don't call. I will need to have another company do the work, therefore, I am requesting a refund.
We agree with the missed appt. Our installer that was schedule hurt himself. I believe this was explained. I am not 100% sure but pretty sure. In regards to appointments she picked her best availability. Again if memory serves me correctly the appointment was made 30 days ahead of time. (Not by our doing)
We don't agree with the lack of phone calls to the customer. I have tried several attempts to contact Ms *****. One attempt the call was answered by a gentleman. I am to assume Mr. *****. The reason this sticks out in my mind is after the 3 plus years we have done business with the *****'s Due to his travel schedule it is rare for him to be home. I have made these calls with my cell and they can be documented.
I would love the opportunity to speak with them, in regards to this matter. If a refund is requested I have no issue with the shower portion of the refund and even would give them the product at no charge. We consider them a valued customer. We have done several projects with them and have also helped them out with other (service insurance issues). I have a retail store and keep regular hours. (9am to 5pm) But I cannot solve issues for them if they do not return my call.
The purchase method was a credit card and we do not keep credit card numbers on file. That would be the way we would process the refund. The customer would have to visit our store in order for us to conduct this transaction.
Also I only received a letter via certified mail. Not disputing one was sent prior but we do not have record having received it.
One last note we are not disputing the product in the shower did not work. The product did work on other areas. Our feeling it may not have been prepped properly and that was the reason for the service call that was missed.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
To date I have not received the letter that was supposedly mailed. It typically does not take over a week for mail to travel through Medina.
The proposed refund amount of $125 is not sufficient. It is true that DaVinci also treated the bathroom floor and tub deck. The primary reason I had the work done was for the shower floor. DaVinci suggested doing the other areas but the shower was always my concern and now I still have a problem in the shower. In fact, my problem is greater now than before they did any work. Before the shower floor is retreated, it will need to have the work they did stripped off. This is the type of small job that most providers of tile service do not want to bother doing. I will have trouble finding someone to do the work and it will probably cost me $250. Then there is the inconvenience and aggravation factor for which DaVinci has caused me with their no shows and lack of response until I filed this claim.
I would accept 50% of the original cost or a $230 refund.
Final Business Response
I sent out a letter to Mrs ***** on Monday, with regards to her credit....$125.00.. I did think I would hear back from her yet...She paid by credit card and she will need to stop in and I can credit her credit card for this amount.. We did her Bathroom Floor and Tub Deck too.. She has had no issue with either of those.. So that is the reason a full credit won't done at this time.. I know you called yesterday. (******** misplaced your direct line # so I figured I would email you instead.)
DaVinci Floors & Granite