C M Carpets plus Colortile

As a customer- oriented business our number one priority is to make sure that the customer’s needs are taken care of and that we do the best job we possibly canOur estimator previously described in the complaint actually has years of flooring experienceFrom years of installation to years of working with the Union to years in sales and estimation of floorsTherefore any requirement for the job that our estimator seems fit we faithfully trust and support Now with this particular customer we understand that they acted as an agent for their business clientWe were asked to give an estimate over the phone, which after some hesitation we didHowever in order to ensure accuracy on the estimate we insisted on physically going out to the jobsite and having our estimator measureOnce our estimator saw what the job entitled he told the customer about the flooring preparation work that would be required in order to do the job properly and made another estimateThe estimator made it clear that even though the floor prepping would be an extra cost it was absolutely necessary for the job in order for the flooring to be done correctly and to legally protect ourselves from any type of liability for installing the flooring without the floor preparationIt was here that the customer asked us to ignore the floor preparation and to install the floors as is in order to keep the price low for their clientWe simply refused to risk our quality of work and risk making ourselves liable for any breach of warranty on the flooring In regards to the “illegality,” of our procedures we can assure our customers that our business procedures are completely legal and legitimateOur concern was with the customer’s future needs in mindIf we had laid down the flooring at the customer’s request then it would have breached the material’s warranty, and it would have needed to be fixed in a short amount of timeWe only ask that before any potential customer reads this customer’s complaint and decides to take their business elsewhere to please research this specific customer’s history of complaints with other local businessesAlso to any potential customer reading this response keep in mind no actual work was performed on this customer’s jobAll we did was barely enter the estimation phase of the business process and such problems came to surface with this customer

As a customer- oriented business our number one priority is to make sure that the customer’s needs are taken care of and that we do the best job we possibly can. Our estimator previously described in the complaint actually has 40 years of flooring experience. From 17 years of installation to...

10 years of working with the Union to 13 years in sales and estimation of floors. Therefore any requirement for the job that our estimator seems fit we faithfully trust and support.
Now with this particular customer we understand that they acted as an agent for their business client. We were asked to give an estimate over the phone, which after some hesitation we did. However in order to ensure accuracy on the estimate we insisted on physically going out to the jobsite and having our estimator measure. Once our estimator saw what the job entitled he told the customer about the flooring preparation work that would be required in order to do the job properly and made another estimate. The estimator made it clear that even though the floor prepping would be an extra cost it was absolutely necessary for the job in order for the flooring to be done correctly and to legally protect ourselves from any type of liability for installing the flooring without the floor preparation. It was here that the customer asked us to ignore the floor preparation and to install the floors as is in order to keep the price low for their client. We simply refused to risk our quality of work and risk making ourselves liable for any breach of warranty on the flooring.
In regards to the “illegality,” of our procedures we can assure our customers that our business procedures are completely legal and legitimate. Our concern was with the customer’s future needs in mind. If we had laid down the flooring at the customer’s request then it would have breached the material’s warranty, and it would have needed to be fixed in a short amount of time. We only ask that before any potential customer reads this customer’s complaint and decides to take their business elsewhere to please research this specific customer’s history of complaints with other local businesses. Also to any potential customer reading this response keep in mind no actual work was performed on this customer’s job. All we did was barely enter the estimation phase of the business process and such problems came to surface with this customer.

Review: We requested an estimate from CM based on flooring samples provided by CM and selected by our customer. The entire exchange was a laborious one to say the least. Below is a list of our issues:1) The estimate was severely and unnecessarily delayed due to what we believe to be improper training of more than one staff member manifested in their lack of cooperation, organization, communication and customer service needed to effectively execute a proper estimate and contract with legal terms per CA state law. 2) The estimator assigned to us has gave us what seems to be false information regarding covering existing flooring (per advice from a local certified flooring professional and contractor).3) Our estimator included charges for floor prep that could not be determined at his initial walk-thru as the actual substrate had not been revealed thus inflating the estimate without justifiable cause.4) After we agreed to the estimate provided we were asked by supporting staff to pay the entire amount of the estimate upfront. When I expressed that I was uncomfortable with this they asked for 60% instead. Then 40%. I asked why we couldn't pay 10% as they first suggested and I was told I would need to speak to my estimator. At this point the next issue arose:5) Our estimator provided an estimate in writing to us and then after we agreed to the cost attempted to raise the price on the product. Note: No contract was ever presented.6) When we disagreed with the estimator re the additional charges he disrespectfully told us to find another installer. We explained this would be a hardship as our customer already selected their materials and we had a deadline for this installation. At this time we asked to speak to the owner. He told us the owner did not wish to speak with us. (We since contacted another staff member who told us she specializes in customer service issues and asked her to have the owner contact us, yet we have not received any call or communication from him).Desired Settlement: This issue has caused a hardship to our company and our customer. CM's practices are unfair to say the least and possibly illegal. We are utilizing this step in order to: 1) Notify the public of this business's practices, 2) Explore our rights as a consumer.Thank you.

Business

Response:

As a customer- oriented business our number one priority is to make sure that the customer’s needs are taken care of and that we do the best job we possibly can. Our estimator previously described in the complaint actually has 40 years of flooring experience. From 17 years of installation to 10 years of working with the Union to 13 years in sales and estimation of floors. Therefore any requirement for the job that our estimator seems fit we faithfully trust and support.

Now with this particular customer we understand that they acted as an agent for their business client. We were asked to give an estimate over the phone, which after some hesitation we did. However in order to ensure accuracy on the estimate we insisted on physically going out to the jobsite and having our estimator measure. Once our estimator saw what the job entitled he told the customer about the flooring preparation work that would be required in order to do the job properly and made another estimate. The estimator made it clear that even though the floor prepping would be an extra cost it was absolutely necessary for the job in order for the flooring to be done correctly and to legally protect ourselves from any type of liability for installing the flooring without the floor preparation. It was here that the customer asked us to ignore the floor preparation and to install the floors as is in order to keep the price low for their client. We simply refused to risk our quality of work and risk making ourselves liable for any breach of warranty on the flooring.

In regards to the “illegality,” of our procedures we can assure our customers that our business procedures are completely legal and legitimate. Our concern was with the customer’s future needs in mind. If we had laid down the flooring at the customer’s request then it would have breached the material’s warranty, and it would have needed to be fixed in a short amount of time. We only ask that before any potential customer reads this customer’s complaint and decides to take their business elsewhere to please research this specific customer’s history of complaints with other local businesses. Also to any potential customer reading this response keep in mind no actual work was performed on this customer’s job. All we did was barely enter the estimation phase of the business process and such problems came to surface with this customer.