Hdawne: My name is Brad Kemp, I am the owner of Rebath in Austin, Tx, and would like to respond to your comments.
I would first like to apologize for any hassle we have caused for you or you or your family. However, I believe there are a few discrepancies in your comments. I will start with the time frames. When your grandparents decided to remodel both of their bathrooms with us, it was explained to them in detail how our process works. Once our customers sign a contract with us, we then order all of the materials needed for their remodel. Because everything we use is custom for each particular bathroom, this process can take several weeks to order and receive all necessary materials. Then we must inspect the items, and ensure we have all materials before we schedule the install. We remodel hundreds of bathrooms a year, and typically when we are ready to schedule a job, our schedule is full for the next few weeks. This is why we tell all of our customers that we will start the project 6-8 weeks from the time the contract is signed. This is stated on your grandparents' contract. Furthermore, it is not in fine print; it is handwritten in, right above their signature. They signed a contract with us on May, 9th 2011, and we began the work on schedule (6 weeks later) on June 20th, 2011.
Cost of the job: Was this job expensive? Yes it was. Most remodeling can vary in price, but can be costly. For your grandparents, we did full and complete remodels in both bathrooms. That included: New Shower bases, bathtubs, tub & shower valves, tub & shower walls, new flooring, wainscoting, new vanities, counter tops, sink fixtures, flooring, and various accessories. This house was 50-years-old, and we did an extensive amount of work in both bathrooms, including bringing all of the plumbing up to current code. The original contract your grandparents signed was for $26,000.00 (roughly $13,000 apiece). The average cost of a bathroom remodel in the state of Texas in 2011 was $16,552, per the Cost vs Value report done by Remodeling Magazine (who is the industry leader in such facts, basically the Kelly Bluebook of remodeling). The report is attached here for anyone's information: http://www.remodeling.hw.net/2011/costvsvalue/division/west-south-central.aspx (you will most likely have to copy and paste the link) That $16,552.00 price tag is based on: "Update an existing 5-by-7-foot bathroom. Replace all fixtures to include 30-by-60-inch porcelain-on-steel tub with 4-by-4-inch ceramic tile surround; new single-lever temperature and pressure-balanced shower control; standard white toilet; solid-surface vanity counter with integral sink; recessed medicine cabinet with light; ceramic tile floor; vinyl wallpaper." Basically, a bunch of materials bought from one of the "Big Box" stores. We did not use these somewhat inferior products, and your grandparents' bathrooms were not basic 5 x 7 bathrooms. We used all custom products ordered specifically for your grandparents' home. We also put a Lifetime warranty on all of the work that we did, as well as all of the products. Bottom line, your grandparents' bathrooms needed a lot work, which we were able to provide at a cost less than that of the State average, with a better warranty than anyone in the business.
Delays: Were there delays on their job? Yes there were. This house is 50-years-old, and needed extensive plumbing repair (which we provided) at NO extra cost to them. We admittedly had a few mistakes on our end, by our product-ordering people, and scheduling department. We are human beings, and mistakes can happen from time to time. However, the 2 week delay you mentioned was the choice of your grandfather, and out of our control. Halfway through the project, he decided to make changes, and add additional materials. Adding additional materials will raise the price of ANY job. As stated earlier, we did additional plumbing work as no extra cost. The only time a price changes from the original contract is when a customer upgrades (ex: adding additional materials) or downgrades. Your comments regarding how the job started at $30,000 for 2 bathrooms and by the end of it costing close $40K, is misguiding. The price did go up because your grandfather purchased additional materials. Also as mentioned earlier, we had to order these custom materials, and wait for them to be delivered, before we could complete the project. They were made aware of the new timeframes when they decided to make these changes, and further, understood that it would it would take a few weeks to receive additional materials. Should we have completed this project faster than we did? Yes we should have, I will admit that. I wish things would have gone smoother.
Details: I have personally reviewed the pictures of the detail work you mention. I have no rebuttal about that. There were some obvious workmanship issues in the bathroom, and I am embarrassed about them. We have since returned to your grandparents' home and replaced all of the materials that needed to be replaced, and repaired all items that needed repair and the workers, that did a poor job in this home, are no longer employed with my company). I apologize for any delays on this. When we originally completed the work, we did a walk through with your grandfather of both bathrooms. We filled out a Customer Approval Checklist with him, and he signed off on all of the work. It was not until we were contacted by you, that I was made aware of these issues, which are now resolved.
We remodel over 400 bathrooms a year, and the majority of these remodels are done quickly, efficiently, timely, and with 100% satisfaction. I personally apologize for this particular project not meeting yours, or my expectations. I hope that the repairs we have made have met your expectations, and you are happy with the work (even though you are not happy with us). If there are any further issues, please feel free to contact me.
Brad Kemp, Owner
Rebath of Travis County
Product or Service Mentioned: Rebath Remodeling.
Location: Austin, Texas