Brown James

Reviews about Brown James

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  James Brown Review added: 2017.12.26

  ★ ★ ★ ★ ★
  In reply to Urqhaurt
  
  We recently received a very damning review on Google review from a customer we did work for.
  Although we do accept criticism and listen to customer feed back to better our work. We do not recognise Google review for allowing a platform of criticism to which we have no recourse. We feel this is an open area for anyone to leave any review they feel like.....be it customer competitor or anyone with a grudge.
  The job in question was an extension to enlarge a kitchen area.
  The tiles and materials all from Topps Tiles in Ayr. Scott Johnston Andrew Shaw
  
  The complaint was -
  1 - Dirty grout.
  2 - Grout dust left on face of tiles in bathroom after rerouting
  3 - Small 20mm x 80mm cut left out of wall tile area under wall units behind light pelmut.
  4 - Too expensive a quote for the work required.
  
  Our reply
  
  1 - The customer was informed at an early stage.....surveying the job.....not to use a light coloured grout as there was 2 immediate entrances from the drive and grass/dirt garden area. On top of that one of the main reasons for floor tiling was the customer had a very large dog. So keeping the floor area clean was a high priority. Grout can be sealed but it only lasts so long in an environment exposed to heavy foot and dog traffic every day. Especially if he digs out and about in the grass/dirt area. After lengthy discussion the customer was adamant that a light coloured grout was to be installed. We stated quite categorically that the grout would discolour very quickly if not cleaned regularly.
  
  2 - While carrying out the work the customer asked us if we could regrout the shower area and floor area at the entrance to the shower. The state it was in and the discoloration was really bad and I explained that we could try our best but it would never be restored to an acceptable standard. We did this work free of charge in the same time scale allowed for the rest of the work. We accept a small amount of residue may have been present after it dried out. A small wipe once with a clean cloth would have removed it.
  
  3 - Where the small tile cut was missing should have been picked up on when grouting was done. We accept this should have been addressed even although it wasn't visible unless looking under the wall unit.
  
  4 - We only carry out work after a quote has been accepted. We pride ourselves on a high standard quality finish and feedback and reviews from customers over a 20 year period back that up. If the customer in this instance wanted a cheaper job they had every opportunity to do so.
  
  We also accept that the customer in this instance phoned on 3 separate occasions to address these issues.
  During that time unfortunately I was off ill for 5 weeks with pneumonia.
  
  Google does not afford a platform to give another side of this story.
  
  Our lawyers have been informed.
  Thank you for the long read
  
  James Brown

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