Richard's Carpet & Flooring

Initial Business Response /* (1000, 8, 2015/10/09) */
*** Hard Copy Attached ***
***'S CARPET AND FLOORING Page I Case #XXXXXXXX
*** *** *** *** *** *** NE Blaine, MN XXXXX Office & Fax XXX-XXX-XXXX
Revdex.com of Minnesota and North Dakota *** SRiver Ridge
Cir Burnsville, MN XXXXX
Dear *** *** Mediation Coordinator,
October 08,
I would like to state first that CUSTOMER SERVICE is very important to us at ***'s Carpet & FlooringThis should be obvious with the fact that we do not have a single complaint with the Revdex.com in the last years of operationAlso I would like to add that this customer was contacted immediately with an appointment set to address this concern for Friday October 9th at 10:AM
Next, attached to this rebuttal is a copy of the detailed, signed, contract between this customer and usNowhere on it is mention of squeak repair or wet subfloor repairAdditionally, zero, price changes or change orders were given to this customerOriginal contract price was collected after satisfied completion
Customer forgot to mention phase of project was new carpeting installed in all of the bedroomsThey were very happyHe also forgot to mention on Monday June 22.d (day of hardwood refinish) crew members of ours showed up to start the job and the babysitter locked us out by accidentMy crew was forced to leave for the day which started out our week a full day behindNo problemCustomer mentioned we missed an appointment on Saturday, but in actuality it was Friday evening we missed while trying to play catch upAn apology was given and my crew came out on that Saturday morning to keep the project movingBecause coating hardwood floors takes multiple trips (in this case dark stain trips) and we have more than job going on at a time, daily schedules are set to minimize drive times and maximize efficiencyCustomers are advised of time frames as closely as possible
Next complaint was after hardwood was complete (Monday June 29th) customer called to say the floors looked terrible and he asked me to stop by to take a lookOn Thursday July 2.d I personally stopped out to take a lookAfter literally covering every square inch of the floor on my hands and knees I could not find the area of customer's complaintNeither could the babysitterI contacted the customer and told him I thought the floors looked mint and that honestly we could not do a better jobThat same day, he told me his friend does hardwood refinishing and that he told him they looked terribleThe very next day he verbalized to me that he was wrong and the floor was well inside industry standardsNothing further was ever discussed
Next complaint was about the schedule date of vinyl tile in the kitchenStill, currently, on a text message on my phone is proof of the two date choices he gave me"July 6,7,8,or July 20, 21" Vinyl tile in kitchen was completed Monday July 20th
Next complaint was via text message on Thursday July 16th Concern this time was that he did not want a floating floor in his kitchenHe said that I told him he does not want a floating floorNat trueOnce again go back to the very detailed signed contract where it clearly states "Floating Luxury Vinyl Tile in kitchen"All Vinyl tile choices were given, he chose the floatingWhen I called him to talk about this problem he was immediately yelling and accusing me of calling instead of texting so as to not have on record our discussionOnce again the next day he apologized to me and said I was right, he and his wife did choose the floating floor it was the other one they did not wantNothing further was ever discussed
Next complaint brings us to todaySubfloor issues in kitchenCustomer has a busy work schedule which makes it difficult to meet on site to go over the complaint together, so he just tells me to take a look when I'm in the neighborhood instead of setting up exact appointmentNext thing I know, I don't hear anything from him but I receive this letter from the Revdex.comOur appointment is set for Friday October 9th 10:to address this issueOnce again, he will not be there
I want to make mention that all services included in our signed contract were completed in a total professional mannerI saw firsthand that on July 20th my professional installer removed customer's existing vinyl in kitchen and embossed the subfloor with "Ardex feather finish" exactly to industry standards and our signed contractWith all that said, we hope to quickly resolve this newest complaint to keep our customers happyI have worked very long and hard to build a solid company name by educating my customers first and then executing procedures to all industry standards
Thank You, A464,-*** *** ***'S
CARPET AND FLOORING