We have thoroughly looked into this matter and [redacted] is absolutely correct in what he has stated. We have located the emails that [redacted] is referring to and yes, our salesman, [redacted], completely dropped the ball here. Although there is no excuse for this lack of customer service, [redacted] had...
been ill and out for surgery and recovery during this period to time. We are very sorry to have wasted [redacted]'s time and energy and are obviously sorry we could not get him taken care of. [redacted] has been reprimanded for his actions and has sent [redacted] an email profusely apologizing and explaining that his bad actions should not reflect poorly on our company overall. Should [redacted] change his mind about working with us and want to move forward we are more than happy to offer an excellent discount toward his project. We hope [redacted] will accept our most sincere apology.
This job began on May 15, 2017. We experienced some issues from the beginning. Removing the existing tile prior to installation of new hardwood floors proved to be an absolutely brutal job. It took our crew twice as long as it should have but we got it done and moved on to the installation and did...
not charge the customer any extra for the extra work. After our work was completed the customer complained of damage to their basement. Our Project Manager (PM) immediately went to meet with the customer. Upon closer inspection it was determined that the customer’s unpermitted, and frankly, very poor basement remodel was not completed to code regulations. Due to the hammering and vibrations of the work we completed, all of the errors of the basement remodel were highlighted. The screws that held the ceiling up in the basement were not properly installed, drywall and paint chipped away, caulking fell out of gaps, cracks, etc. None of this was our fault or responsibility to correct. However, being the company that we are with the excellent customer service our reputation is built on, our PM tried his best to correct these problems. He screwed the screws in properly, re-caulked where needed, re-textured where needed, re-painted where needed and even re-grouted tile in a bathroom that was nowhere near the areas we were working in. A short period of time later the customer installed new cabinets with a different footprint after our installation was completed which left areas of flooring missing. We met with the customer to discuss this and made a plan to repair these areas for additional no charge. Between meeting with the customer and being able to do the repairs the customer filed a chargeback dispute for her down payment of $2,271. We won this dispute. She filed it again. We won again. We were fully prepared to correct the problems the customer was having even though we did not feel they were our fault but not if she was going to dispute that she would owe us money for her original contract. She states in her own complaint that it has been 8 months and she has yet to pay. After we won the two consecutive chargebacks she filed we decided to walk away from this customer. She feels she is still owed some work on her floors – which we disagree with – but we are willing to part without collecting the remaining $832 still owed to us. We feel this is a more than fair compromise considering how much we have already done for her.
We have thoroughly looked into this matter and [redacted] is absolutely correct in what he has stated. We have located the emails that [redacted] is referring to and yes, our salesman, [redacted], completely dropped the ball here. Although there is no excuse for this lack of customer service, [redacted] had...
been ill and out for surgery and recovery during this period to time. We are very sorry to have wasted [redacted]'s time and energy and are obviously sorry we could not get him taken care of. [redacted] has been reprimanded for his actions and has sent [redacted] an email profusely apologizing and explaining that his bad actions should not reflect poorly on our company overall. Should [redacted] change his mind about working with us and want to move forward we are more than happy to offer an excellent discount toward his project. We hope [redacted] will accept our most sincere apology.
This job began on May 15, 2017. We experienced some issues from the beginning. Removing the existing tile prior to installation of new hardwood floors proved to be an absolutely brutal job. It took our crew twice as long as it should have but we got it done and moved on to the installation and did...
not charge the customer any extra for the extra work. After our work was completed the customer complained of damage to their basement. Our Project Manager (PM) immediately went to meet with the customer. Upon closer inspection it was determined that the customer’s unpermitted, and frankly, very poor basement remodel was not completed to code regulations. Due to the hammering and vibrations of the work we completed, all of the errors of the basement remodel were highlighted. The screws that held the ceiling up in the basement were not properly installed, drywall and paint chipped away, caulking fell out of gaps, cracks, etc. None of this was our fault or responsibility to correct. However, being the company that we are with the excellent customer service our reputation is built on, our PM tried his best to correct these problems. He screwed the screws in properly, re-caulked where needed, re-textured where needed, re-painted where needed and even re-grouted tile in a bathroom that was nowhere near the areas we were working in. A short period of time later the customer installed new cabinets with a different footprint after our installation was completed which left areas of flooring missing. We met with the customer to discuss this and made a plan to repair these areas for additional no charge. Between meeting with the customer and being able to do the repairs the customer filed a chargeback dispute for her down payment of $2,271. We won this dispute. She filed it again. We won again. We were fully prepared to correct the problems the customer was having even though we did not feel they were our fault but not if she was going to dispute that she would owe us money for her original contract. She states in her own complaint that it has been 8 months and she has yet to pay. After we won the two consecutive chargebacks she filed we decided to walk away from this customer. She feels she is still owed some work on her floors – which we disagree with – but we are willing to part without collecting the remaining $832 still owed to us. We feel this is a more than fair compromise considering how much we have already done for her.