Muse Residential

We have been monitoring the recent campaign being waged by the Tidds and we feel it is our duty to give an open and honest response. In light of this customer's continued barrage of hate and intimidation, we have written the following letter to put our version of the events on the record for those who are interested and who would like to hear both sides of the story before deciding how they feel about this situation:

Mr. Tidd,

It has been our sincere wish to resolve your job amicably, as we have attempted to do for the past several months. Your job involved multiple areas, including a kitchen. The project was substantially complete in April 2019. We have been aware for some time that there is a final punch list on your job, as well as a final $20,000 balance. You have stated several times that you will not pay your final balance, even once all work is complete.

The fact that your project is not complete is due solely your unwillingness to come to an agreement on how to proceed, despite us having offered you several options, including:

- We complete your punch list as well as your final inspections, at a $5,000 discount. You have refused this.

-Both parties part ways completely and we forgive the entirety of your final $20,000 balance. You have refused this.

-We repair your island and pass final inspections, forgiving the entirety of your final $20,000 balance. You have refused this.

At this point, it seems that you want us to provide you with a complete job and you want to short the payment by $20,000.

The reality is that since early June 2019, we have expressed in every way possible to you that we are willing and able to complete the work but only with a promise from you that you will pay what you owe or some negotiated amount. Each time you were asked for this agreement you skirted the issue, avoided an affirmative response, or flat-out stated that you will not pay. This has created an impasse that we are unsure how to resolve.

To address the issues you mention in your post:

-The two items required for final inspection are caulk around a door and some fallen insulation in the crawlspace. These are two very minor items that we have offered to correct multiple times, even though the fallen insulation was possibly pre-existing, and the door installation was contracted by you through an outside installer.

-You reported the leak in your island to our office and, within 30 minutes, we arrived at your home to address it. The leak was due to a defective pot filler and the damage to your island is minimal. We have video and many photos of our visit to your house that evening, documenting the conditions at that time. Despite the small amount of damage done to the cabinetry, we have told you that we will replace your island and asked that we meet in our showroom to discuss and for you to approve. You have refused this.

We have communicated with you extensively throughout the entirety of your job. In addition to our in-person meetings at our office, regular walk-throughs with crew, and our many phone conversations, our records show that we have exchanged 220+ messages through our online system with you, as well as posted 55 daily logs containing over 400 photos that have been shared with you, our internal team, as well as our subcontractors.

Nothing about our communication through the online system has changed. Your number was only blocked after you called the business owner's cell phone and threatened to come to their personal residence to "take them down".

You have escalated this to a level that it never had to reach.

MUSE is an organization lead by and consisting of talented, reasonable, fair-minded people who are truly great at what we do. We have a solid reputation of performing complicated remodeling projects with amazing results. Our company has been built one project at a time. One customer at a time. We have hundreds of amazing customers who are living in spaces that they never could have imagined. Much of our business comes through referrals by past clients and even other contractors. We are proud of our craft and the processes that we continually hone. We are strong and our roots are deep. This wind will not blow us over.

With that said, we will continue to look for a reasonable way to resolve this issue.

Respectfully,
Jerehmy Warner
Owner- MUSE

Thank you for your kind words Karen! It truly was a pleasure working with you and Gary!

We loved working with you! Thanks for your kind words!