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...
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
To: michelle_vaters@hotmail.com
CC:
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; 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
>
To: service@pratthomes.ca
> CC:
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>
> Date:
Wed, 24 Oct 2012 18:22:53
> To: <michelle_vaters@hotmail.com>
>
Cc: <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
>
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>
> Date: Wed, 24 Oct 2012 17:56:32
> To: <michelle_vaters@hotmail.com>
> Cc: <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
> Subject:
Re: Grout Colour on Kitchen Backsplash
>
> Any word on the
grout?
>
>
> ------Original Message------
> To: Wendy Skyba
> To: 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
> To: 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 Cc: 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 >
To: service@pratthomes.ca > CC:
> 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> > Date:
Fri, 19 Oct 2012 18:29:59 > To:
> <michelle_vaters@hotmail.com>
> Cc: <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 > 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.