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"After his extensive visit, I accepted the proposal from Kirk Howeth, GM at Living Spaces, Inc. to finish out my bathroom. The job included a threshold-less shower (replacing a cracked tile in the kitchen at no charge during “project down time”) and using Custom Building Product’s (CBP) Fusion Pro grout. Fixed labor charges = $6,669 plus material allowance = $1,285. Work began Nov 8, 2017. When installing sheetrock his team broke the bathroom window. He said he would fix it, no charge. After installing mortar and lath for the tile floor, Kirk decided there was not enough slope for a threshold-less shower. He solemnly declared the house had shifted at least 3/4”. His solution was to demo the subfloor and lower it for an additional $1,600. That weekend I tore out the mortar and lath, exposing the subfloor beams. I demonstrated a perfectly level subfloor to his team. The house had not shifted at all. Still, Kirk insisted he must lower the subfloor, but would credit $200. Foolishly, I agreed. He and his team lowered the subfloor and reinstalled mortar and lath. Prior to Fusion Pro grouting the wall, his team drenched the wall with water. When the grout was applied it sagged out from between the tiles. Frantically, his team shop vac’ed Fusion Pro grout off the wall. Kirk declared the Fusion Pro grout defective; the wall must be grouted using Old-School grout. Foolishly, I agreed. CBP said his team did not understand how to properly apply Fusion Pro. Kirk agreed to CBP Prism grout on the floor. In December they replaced the window’s broken glass improperly; the glass rattled around in the window frame and drafts continue. The project dragged on, appointments made and cancelled, until Sat. Dec 16. Kirk was generally unreachable. When his tile-setter discovered Kirk had supplied incorrect or insufficient material I dashed off to Home Depot and made emergency purchases. A quartzite window-sill had to be cut to fit, but the cut edges were left unpolished. His tile setter reported “grout pinholes” while grouting the floor. “More defective grout!” he said. He suggested, after the grout dried, to mix more Prism grout, roll it into tiny balls the size of BBs, and stuff little balls of grout into the pinholes. Kirk phoned days later, agreed, and said he would finish the project after Christmas. I took pictures of his mess in my bathroom and sealed the floor with plastic and cardboard. CBP explained pinholes in Prism grout were caused by grout being applied too fast (not enough slake time) and too soupy. The proper solution was to grind out the grout from between the tiles at each pinhole to a depth of at least 1/2 the thickness of the tile and re-grout the joint. This applied to other grouts, too. Over the holidays we noticed pinholes in the wall grout. Jan 7, 2018, well after Christmas, having not heard from Kirk or anyone at Living Spaces, I decided we would no longer require his services. January 31, 2018 his “final” invoice arrived with a $500 credit to repair grout pinholes (I suppose with BB sized balls of grout), no provision to polish quartzite edges, no provision to fix the leaky bathroom window, no $200 credit promised in Nov and an additional $1,306.52 in undocumented material and unagreed labor charges. Total material and unagreed labor costs were now $2,591.52. I asked Kirk to reissue the invoice with a) the $200 credit applied and b) supporting documentation for his labor and material charges. February 28, 2018 I received an invoice with $200 credit, but no response to my request for supporting documentation. March 1, 2018 I repeated the request for supporting documentation. No response. April 13, I received a certified letter from Kirk threatening to file a lien on my property. No response to my request for supporting documentation regarding material charges and unagreed labor charges. Foolishly, I paid. Several months were spent repairing grout pinholes on the walls and floor per CBP’s instructions and performing other rework to get the bathroom up to a functional standard."