A N V Contractors, Inc.

I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me All I would of asked was a return phone call to one of my voicemails so that I could of been made aware of what was going on with the manufacturer
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It was not just one 3xarea of the floor it was twoSteel City flooring took so long over months to fix the problem we could not longer waitWe to had to have our Kitchen cabinets installed.The Cabinet company could not wait any longer for them so they had to put the cabinets over the second area where the floor also dip floor that was also in need of fixing by the hallway door way!!!!!!!
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.   I am, however, willing to let this matter come to a close, but I want to have my comments noted for your records.   For your reference, details of the offer I reviewed appear below.
Dear Ms. [redacted]:
 
I am responding to the letter submitted by Mr. Jason
M[redacted], President & CEO of Steel City Flooring (Complaint  ID# [redacted]).
 
While Mr. [redacted]’s letter is very thorough, he has
omitted some pertinent facts that led to my filing of the complaint.  When the wood flooring was completed, the
installers did not glue down the transition pieces.  They were just lying on the floor and I had
to call Steel City Flooring to have someone come back to the house to glue them
down.  In addition, the doors to the
closets  in the front room and upstairs
bedroom were never reinstalled after the carpet was installed.  And when someone did come back to install the
doors, they made gouges in the framing of the wood with their screw
driver.  I had to pay someone else to
touch up the paint and fix the gouges. 
 
Upon completion of the carpet installation (which was
paid in full the day of the installation), the carpet on the last eight steps
of my stairway could not be installed because, as I was told at the time, the
salesman who measured the job missed measuring the closet on the second floor
thereby causing the shortage on the stairs. 
 
When I spoke to Steel City Flooring, I was told that when
they order the carpet from the mill, they would confirm that the additional
carpet would be from the same lot and dye order.   This told me that if the carpet was of the
same lot and dye number, it should be made available.   I was
assured that the carpet would be installed upon receipt of the carpet.  At no time, was I told that the carpet was
coming from [redacted].  Obviously, I was
disappointed that the most obvious area of my home was missing carpet and that
only the padding was installed.  The
padding immediately began to crumble because of the heavy foot traffic. 
 
Quite often when I called Steel City Flooring to get
an update on the status of the delivery, very often (more often than not), I
got an answering machine and never had my calls returned.    At
one point, did get to speak to Scot and I was told on a Monday that the carpet
was going to be installed the next Wednesday – which it never was.  When I called, usually twice a week, I sensed
that my caller ID came up and my calls were being ignored.  Nor did I receive any return call from Scot,
the salesman, when I left messages.  At
one point, I was so frustrated that my phone calls were going to voicemail; I
used the cell phone of a friend who was at my house immediately after placing
several calls to Steel City Flooring. 
That call was answered on the second ring.  I commented to Scot that I was perplexed that
he answered that call so quickly when my other calls went to voice mail.  He informed me that he was just walking by
the phone when it rang and he picked it up.
 
When I called another branch of the store trying to
get in touch with Mr. [redacted], I was told he was in a meeting and I was asked
what the matter was about.  I gave a
brief synopsis of the problem I was having and said that I was thinking of
issuing a complaint with the Revdex.com and the State Attorney
General’s Office.  The person on the
phone offered to give me the phone numbers of both offices and I responded that
this type of customer dissatisfaction must be a routine event with their
business.
 
After that, I issued a dispute to my credit card for
the balance of the installation in the amount of $3,485. 
 
Ultimately, the carpet was installed on August 13, almost a month from the
first installation.  When I saw the size
of the piece of carpet (it was approximately  5’x8’), I thought that small piece could have
been send [redacted] by the manufacturer at very little cost since it was available
(same lot and dye number) at the mill. 
That would have saved me several weeks of frustration and the cost
involved would have been minimal. 
 
(I recently purchased an 8’ x 8’ carpet from [redacted] and got free shipping via [redacted] – so how much could it have cost Steel City Flooring
to have that piece sent?)
 
The agreement that was set up between me and Steel
City Flooring was that I would pay $3,185 for the carpet and hold back $300 to
make sure the job was completed to my satisfaction.  When the carpet installers came to my house
to install the carpet on the stairs and replace the padding, the installer kept
getting calls from Kevin at Steel City Flooring asking me to give him my credit
card number.  At one point, the installer
was very frustrated and said he had to get this job done so he could move on to
his next job.  
 
When the job was completed, I immediately had to leave
my home for an important appointment and called Kevin at Steel City Flooring
and gave him my credit card number to charge the amount of $3,185 and told him
I would call him back to give him authorization to charge the remaining $300
once I had a chance to thoroughly inspect the job.
 
I left my home and was no more  than 3 minutes away when I got an automated
text from my credit card company that two charges were placed on my credit
card:  one for $3,185 and one for $300.  I immediately called Kevin and told him he did
not have my authority to put the charge for $300 through.  He argued that it was the agreement and I
told him I did not have a chance to inspect the job and I advised that he only
had permission to charge $3,185.
 
In my opinion, I could have taken further action
against Steel City Flooring for unauthorized use of my credit card. 
 
The facts that I have stated above are true and
factual and I am insulted at the treatment I received by Steel City Flooring
both during the entire business transaction and the comments of Mr. [redacted] in
his response to my complaint.  They knew
the carpet was short when it was installed on July 13, yet it was August 14
before the rest of it was installed.  The
tone that was used on the phone by everyone at the store (except the
bookkeeper) was rude and insolent and poor customer service.
 
I am just relieved to have this transaction completed
and question the goal of Steel City Flooring to make their customers happy.
 
Sincerely,
 
[redacted]
97 Nicholas Drive
Beaver, PA 
15009
412-427-6168
 
Regards,
Paula Massey

I have read Mr. [redacted]'s complaint.  Our company properly filed the claim on behalf of Mr. [redacted].  Once the forms are filed, the manufacturer takes over the claim.  We have made several calls to the manufacturer and they said that they are processing the claim.  Our last call to the...

manufacturer was on December 27th and I was informed by their answering service that the mill was closed from December 21st through January 3rd for the holidays.  I agree that the amount of time that Mr. [redacted]'s claim is taking is a substantial amount of time, but it is within the normal time frame based on the rights of the manufacturer to process and review the claim. We have asked the manufacturer to rush the decision based on the amount of time it has been and they have informed me that the process is almost done.  I apologize that the process is taking longer than Mr. [redacted] would like, but we have followed through on the claim with the manufacturer and we have no power over them in them taking the time that they need to finalize a decision.  It is my hope is that a decision will be sent to us shortly and it will be the outcome that Mr. [redacted] is looking for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information stated that I said I would not pay for repair of the installation problem is false.  I stated that I would pay if I had to but that I had hoped that the installers would honor their work and fix the problem for free or a low cost since it was obviously the installer's fault.  I would have paid for correction of the installation if Pam from Steel City would have ever returned my numerous emails.  I had asked her on the phone and through email how much the repairs would be or would they be free and when could the installers do the job.  She dropped the ball.  Also, as I told Pam from Steel City, the problem had occurred sooner than I called her but since I suffer from a debilitating depression that causes me to sleep constantly and not deal with life, I called her as soon as I could.  I was unaware of the 1 year warranty as that was  not verbally stated when I purchased the carpeting.  I strongly believe that the reason the carpeting is lifting is because the installers did not move my bed so they could properly use their machine.  I was home when they installed the carpet and did not see them move my bed.  This should extend the warranty.As it turns out, I have not gotten my carpet fixed and would be open to a reasonable offer from Steel City.
Regards,
[redacted]

Dear Ms. [redacted]   This letter is in response to Complaint ID# [redacted] with regards to customer [redacted].  Ms. [redacted] ordered hardwood from our company in the amount of $ 4192.00 and the hardwood was installed in her home on July 14, 2015.  Ms. [redacted] had no complains with regards...

to this part of her order.   Ms. [redacted] also ordered carpet from our company and we installed the carpet in her home on July 13, 2015.  During the installation process, our installer found out that the carpet that was ordered for her steps was sent to us short by the manufacturer.  I personally double checked her order and it was both measured correctly by her salesperson, Scot and it was ordered correctly by our ordering department.  Although it is a rare occurrence, the carpet manufacturer’s do occasionally send out materials that are short.  Unfortunately, this is what happed to the carpet piece that was ordered for Ms. [redacted]’s steps.  We informed Ms. [redacted] that we had to order additional carpet for her steps and that it would take approximately 2 weeks to get the additional carpet in. On July 27th, Ms. [redacted] called us to check on the status of her carpet.  We checked the status of her order and the carpet manufacturer informed us that they had to transfer Ms. [redacted]’s carpet from their warehouse in [redacted] and that it was going to take an additional 10 days to get the carpet to us.  We immediately called Ms. [redacted] and informed her that the carpet was going to take an additional 10 days because they had to transfer it from their [redacted] warehouse.  Ms. [redacted] was not happy and we apologized to her for the inconvenience,  but unfortunately we do not make the carpet and we are at the mercy of the manufacturer as to the time that it takes for them to ship us the product, which is ultimately dependent on what warehouse that they have it stored at.   Despite telling Ms. [redacted] when we expected the product to come in, she continued to call us daily to check on her carpet.  On August 10th, we informed Ms. [redacted] that her carpet was on a local delivery truck and that we would have it any day and install it right away for her.  On August 11th, we received her carpet and we installed it on August 13th.  Ms. [redacted] also signed our installation satisfaction form on August 13th which indicates that she was satisfied with her final installation.    We appreciate Ms. [redacted]’s business and we apologized to her for the delay that it took for her carpet to come in, but unfortunately as previously mentioned, we are at the mercy of the manufacturer as to when we receive the product.  We did our best to accommodate Ms. [redacted], but unfortunately, the fact that she wanted her carpet completed immediately and persistently called us to check on her carpet had no bearing on how quickly we would receive her carpet from the manufacturer.  We followed up with the manufacturer on a consistent basis and asked them to process her order as quickly as possible, but the transfer of the product from [redacted] delayed the process.  Our goal is always to make our customers happy and I hope even though Ms. [redacted] had to wait a bit longer than she wanted for her project to be completed, that she is very happy with her final selections and installation.  Best Regards,     Jason M[redacted] President & CEO, Steel City Flooring ###-###-#### [redacted]

1701 Third StreetBeaver, PA  15009###-###-#######-###-#### fax       RE: Revdex.com Complaint ID# [redacted] 10/31/2016        This letter is in response to Complaint ID# [redacted] with regards to customer [redacted].  Ms. [redacted] purchased carpeting and...

installation from our company on 9/3/2014. Our company installation warranty is for one full calendar year from the date of installation. We have a documented phone call from Ms. [redacted] on 7/9/2016 in which she indicated that she wanted one of our installers to come out and fix one area where her carpet was lifting.  Given that her warranty had expired, we indicated that we could do so but there would be a charge for having an installer come out to fix her issue.  She indicated that she would not pay for having her carpet fixed.  At no time prior to her complaint did she have any issues and her carpet installation was professionally done.  The reason that we do not provide a carpet installation warranty beyond one full year is because if there is going to be an issue with installation, it typically happens right away.  In addition, after one year, there are many factors that could create an issue with carpeting such as; humidity, animal waste, excessive use and moving heaving objects on the carpeting like beds or furniture.  These are issues that are out of our control.With regards to Ms. [redacted]’s problem, we did offer to have an installer visit her home to fix her carpet issue, but she declined because she did not want to pay for the service.  If she later chose to have another company fix her carpeting and pay for it, that was certainly her decision to make. In conclusion, Ms. [redacted] did not contact us until after her warranty had expired and therefore we could not fix her issue free of charge.  Had Ms. [redacted] called us during the time that her warranty was in force, we would have gladly helped her at no charge.  Our company goes above and beyond to make all of our customers happy, but there are warranty guidelines in place that every customer is made aware of when purchasing from our company.  As any other reputable company does with regards to warranties, we stand behind our products and installations with no exceptions, but the customer’s warranty must be active and not expired. Best Regards,Jason M[redacted]President & CEO       Steel City Flooring       ###-###-####

________________________________________________________________________________...⇄  This letter is in response to Complaint ID# [redacted] with regards to customer Mr. [redacted]              Mr. [redacted]...

ordered vinyl tile for his kitchen and entry on January 13, 2016. .  The order total was $ 3200.00.  On February 8th and 9th, we installed the vinyl flooring in the fore-mentioned areas.  The installer asked the customer to perform a walk through when the job was completed.  The job was reviewed and the customer signed off on our completion form that indicates that everything was done to their satisfaction.  On February 11th, Mr. [redacted] called and said that he was not happy with the quarter round that was installed, he had a small crack in his grout and that he was not happy with a Wood molding that connected to his vinyl tile.  We did not install any wood in Mr. [redacted]’s home and the molding that he wanted changed was not installed by our company.  In an effort to satisfy Mr. [redacted], we agreed to order him in new quarter round, grout and a new molding to fix his issues and they were installed on 3/31/16.  The other issues that were included in his complaint were never mentioned to us.  In fact, we never moved any cabinets in his home or were in rooms that contained carpet.  Mr. [redacted] claims that he called us 9 times or more and that he was hung up on. That is simply not true as we log every phone call in our computer system (which was 3 total) and I can assure you that not one person that works for our company would ever hang up on a customer.  We take customer service very seriously and we want happy customers.  In fact, the last phone call we had from him prior to his complaint, he told us that he was not ready to have his service done and that he would call us back when he was ready.  When we informed him on 3/28/16 of his last comments to us, he replied: “ That is correct and I forgot.”  Since the repair that we performed on 3/31/16, Mr. [redacted] has contacted us again stating that he would like a different wood molding.  Keep in mind this is a molding that we did provide as we never installed any hardwood for Mr. [redacted].   But in an attempt to make Mr. [redacted] happy, we have ordered in two additional moldings and are set to install the final wood molding on 4/13/16.  Mr. [redacted]’s job is completed with the exception of the last molding that we are providing to him and installing free of charge.  The two minor issues that he brought to our attention that were actually part of his job were immediately addressed and were resolved when Mr. [redacted] made himself available for the repair to be competed. Please feel free to contact me if you have any additional questions or if you need any additional information. Best Regards, Jason M[redacted] President & CEO, Steel City Flooring ###-###-#### [redacted]

I've already filed one complaint with Steel City, Amazingly when I did I got a few phone calls However after those few phone calls everyone has gone silent. I stopped into the store last Tuesday, spoke with one of the salesman who took my name and number and said he would have to speak to the person in charge to find out what was going on and said he would call me back first thing Wednesday Morning... Well the morning passed and I never got a call... called back the next afternoon only to find out that the store is closed for remodeling and won't be open until February 15th. Says to leave a voicemail and would call back, NOTHING, email sent, NOTHING, facebook message sent NOTHING. September 26 was the day I went in to fill the warranty claim, it's February 7th... Give me the manufacturer name of the carpet we bought and I will contact them myself if you guys are unwilling to do so or don't want to. 5 months for a carpet warranty claim is ridiculous, the fact you have no concern for customer satisfaction is unacceptable.At this point come get your carpet and give me a refund if you aren't willing to do anything else.

09/25/2015  Dear Ms. [redacted]:   This letter is in response to Complaint ID# [redacted] with regards to customer Mr. [redacted].  Mr. [redacted] ordered carpet from our company and it was installed December 11, 2013.  The order total was $ 1735.00.  Mr. [redacted] stated in his...

complaint that he first called our company to complain about the wear of his carpet in November 2014.  Our company logs all complaints in our computer system and we have no record of any such complaint.  The first logged complaint that we have on file was on July 14th, 2015.  In addition, it is odd that Mr. [redacted] would have called us in November 2014 and would have never called us again for over 8 months.  Nevertheless, upon receipt of Mr. [redacted]’s complaint, we immediately filed a claim with the manufacturer of the carpet that Mr. [redacted] purchased.  We explained to Mr. [redacted] that he would hear from a representative from the manufacturer within the next 2 weeks and that the representative has no affiliation with our company. In the meantime, the manufacturer contacted our company and requested a professional cleaning receipt from Mr. [redacted] that is required to maintain the manufacturer’s warranty.   Mr. [redacted] informed us that he has never had his carpet professionally cleaned.  Carpet needs to be professionally cleaned every 12 months or the warranty will be null and void.  We passed the information that Mr. [redacted] gave us onto the manufacturer and they denied Mr. [redacted]’s claimThere are steps that all customer’s that purchase carpet must abide by to keep their manufacturer’s warranties in tact.  Attached, please see the Warranty Information Guide that we provide to all of our customers so that they are aware of their responsibilities as consumers to protect their warranties.  We have not ignored Mr. [redacted] or his complaint in any manner. In fact, we addressed it immediately.  Unfortunately, it is the responsibility of the consumer to properly care for and maintain their carpeting and that was not properly done in this case.   The warranty decisions are made solely by the manufacturer and although we can sympathize with Mr. [redacted]’s issue, the manufacturer turned down the warranty claim based on the actions of Mr. [redacted] himself for not properly maintaining his carpet by having it professionally cleaned as instructed.  We as a company followed through with the manufacturer and did everything we were supposed to in addressing Mr. [redacted]’s concern.  We apologize that the outcome that he was hoping for was not the end result, but as previously mentioned, that result has nothing to do with our company and was a result of Mr. [redacted] not following the warranty guidelines.  Please let me know if you need any additional information.Best Regards,Jason M[redacted]President & CEO,Steel City Flooring###-###-####[redacted]

1701 Third StreetBeaver, PA  15009###-###-#######-###-#### fax       RE: Revdex.com Complaint ID# [redacted] 11/25/2016        This letter is in response to Complaint ID# [redacted] with regards to customer [redacted].  Ms. [redacted]’s complaint is accurate and we...

acknowledge that there has been a delay in receiving a molding to finish her job. Our company immediately ordered the molding that Ms. [redacted] needed from the manufacturer and they shipped us the incorrect molding.  We then reordered the molding for the second time and once again the manufacturer shipped us the incorrect molding.  We confirmed that the manufacturer had a computer error with regards to the product that we were ordering and they have fixed the issue and are in the process of rushing us the correct molding.  We do apologize for the delay, but the issue was created by the manufacturer and was out of our control. We will happily finish Ms. [redacted]’s floor for her as soon as we receive her molding which should be any day now.  With regards to the subfloor that Ms. [redacted] mentioned, her entire subfloor has been installed except a 3x3 area which has to be completed when we install her molding so that everything is level and the joints of her floor do not separate.  Our goal is to make every customer happy, but sometimes issues arise that are manufacturer related and are unfortunately out of our control. Best Regards,Jason M[redacted]President & CEO       Steel City Flooring       ###-###-####