Victor Rodas Wood Floors Inc.

Back in May 2016, we were contracted to sand and finish wooden floors of Mr. M[redacted]s home and do a minor repair on flooring. We went in and did what we where contracted to do. We applied Traffic finish on floor as it has a stronger finish and is used on heavy traffic places. We did as contracted....

If finish did not hold up as stated we should reach out to manufacturer.

Review: Victor floors was contracted and paid to remove the existing floor up to the damaged area and was paid to do so. However the repair crew decided just to remove the damaged area which only took 90 minutea as opposed to the 5 hours I paid for. This shortcut caused the floor to seperate because it is an interlocking floor.Desired Settlement: Fix the floor as agreed to initially. The crew was scheduled to come on Friday 6/**/2014, I took off work and no one showed up after a confirmed appointment.

Upon contacting Victor floors he said he would not come to repair his work.

Business

Response:

Our company installed a laminate floor in the [redacted] residence in July of 2013. Approx. 4 months later [redacted] called me to come and look at some water damage that had occurred to the floor due to a refrigerator leak. I came out to inspect the damage and gave him my opinion on how it could be corrected. I explained to him that we may have to remove a large section of flooring to access the damaged area. I submitted an estimate of cost and materials that would be needed to complete the repair. [redacted] agreed to the estimate and we scheduled to have the work completed. My mechanic was able to successfully remove and replace the damaged area without having to disturb a larger portion of the floor. I spoke with [redacted] following the repair and he expressed that he did not want to pay the agreed upon amount of the repair due to the fact that we did not have to remove the larger portion of the floor. I explained to him that the work inv olved with repairs can never be determined prior to the repair but can only be estimated and that we have a minimum charge on any service call because we have to allot a certain time slot to that job due to the unknown factor. [redacted] was not satisfied with my response and insisted on getting a price reduction. To appease our customer as we always strive to do I did issue him a credit at that time. Several months later [redacted] called me to report a small separation between 2 boards of flooring. I arranged a time to send a mechanic there to assess and rectify the situation. My mechanic reported back to me that there was a very slight separation in an area that was not affected by the repair but it could be rectified by glueing the seam and adding a small amount of filler. I instructed him to complete the repair at no charge to the customer. Sometime after that [redacted] called to voice a complaint regarding the repair. He felt that it was not correct and that it was going to worsen over time. I explained to him that my mechanic said that it was not a repair that was affected by the replacement of the flooring that we did, and that the repair was done correctly and at no cost to him. He began to get agitated and berate my workers using profanity. To once again appease [redacted] I agreed to come out myself to look at the repair. Upon observing the repair in question I explained to him that the repair was correct and that I was not concerned with it worsening over time. I explained to him the process of repair on a floor of that type and that once repaired a slight imperfection can be expected and that the 8" x 1/16" imperfection was an acceptable outcome of the repair. He then began to walk around and point out things that he insisted we did not complete as per his liking. He pointed out that we removed his wood saddle and added a metal saddle at the basement steps. I explained to him that, that was not possible because we do not buy or stock metal saddles and it had to have been what was there originally. After going back and forth it seemed we were getting nowhere so again to appease the customer I told [redacted] that I could have the men stop by one day when they were working in the area and we could touch up the filler on the repair. He called me to schedule afterwards and explained that his schedule would only allow this to be performed on a Friday, as he works from home. I told him the next available Friday I could have the men there. I explained to him that I could not give him a time because it would have to be after the job for that day was completed. On the Friday in question [redacted] called me in the A.M. to ask what time the men would be there. Again I explained to him that I was not sure of the time that it was on the work order as following completion of job 1. [redacted] called me again in the early afternoon to ask again what time the men would be there. I explained to him again that the men were in Easthampton and I could not give him an ETA but someone would call him when they were on there way. That evening I received a voice message from [redacted] yelling, threatening, and cursing about myself and my men. The following morning I spoke with my men and was informed that they could not make it to [redacted]'s home due to the fact that there was large amounts of traffic and did not return to the office until after 7 PM. After the voice message I received I did not wish to communicate with [redacted] any further. A few days later [redacted] contacted me at the office. I explained to him the circumstances as to why we were not able to make it to his home the day he expected us and that although very rare, these scheduling conflicts do occur and apologized for the inconvenience. I also explained to [redacted] that due to the repeated conversations I have had with him and the way he conducts himself toward myself and my employees, that I would not be able to do business with him anymore and I would not subject my employees to a man who speaks to people that way using threats and profanities. We are a family owned business and have operated in this community for almost 60 years. We always conduct ourselves in a friendly and professional manner. My men work hard and are some of the most honest, reliable, loyal people I know. I don't feel it would be fair on my part to put my men in a position where I feel there is a good possibility that they would be treated poorly, they deserve better than that!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

For the record I never cursed at Victor's Woods men, in fact I bought them pizza and gave them a generous cash tip when they first installed the floors.

[redacted]'s reduction of price was so menial it was not even worth him stating the amount. He stated he had to charge me for the whole job which was not completed because they did a shortcut which caused the seperation in the floor.

After calling [redacted] several times with him never returning my calls, I finally got him live and scheduled [redacted] to come to the house to inspect the floor. The area in question was clearly a concern in fact [redacted] thought a shoe/foot could catch the lip and damage the floor. The other area of concern waswhen [redacted] literally moved the floor a number of inches, clearly that should not happen and he was trying to figure the best way to fix it, perhaps nailing it. He agreed these issues needed to be fixed.

I scheduled appointment with Victor Woods for 6/**/14 in the morning. I spoke with [redacted] in the morning to ask where the men were since we agreed to a morning appointment. He told me they were out east and I said are they coming, he said yes. I called him again and he said they were coming but did not know when.

I was upset that no one ever called and showed up after I stayed home.

To agree there were issues, set an appointment and then not show up or call is inexcuseable. I am a professional but if I treated my clients the way [redacted] treated me I would be out of business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,