Action Flooring Ltd

we have a signature on this contract agreeing to both the carpet and the tile.through multiple correspondence the client acknowledged that he was not ready for the carpet until a later date and then finally turned around and said he no longer wanted this particular carpet and instead wanted a
different colour and style altogether.we offered to restock the carpet (it was a special order carpet that is NOT returnable) if he purchased a carpet through us at a fair market price. this offer would still stand but unfortunately our legal team advised a lien was the only course of action to secure our interests at this time

Initial Business Response /* (1000, 10, 2016/01/11) */
Customer was contacted prior to processing paymentWe did leave a message that a payment would be processedOn all contracts signed by customers we do state the credit card will be processed upon completion of the jobPayment details are
written on all quotes and invoices given to the customerWe do ask customer to hold back a certain percentage if there are any issuesThis customer was holding payment in the amount of $3,over a $gift cardThe customer provided the credit card to process payment for a 50% deposit and 50% payment upon completionWe were unaware of the conversation between the customer and *** and have since sent out the additional gift cardWe have contacted the customer to resolve any issues the customer may have hadEverything has been rectified

Per attached [redacted] had signed acknowledging the tile and carpet order. Because we did not have the carpet in stock we did not request payment and advised him payment would be required at time of pick up.  When we contacted [redacted] numerous times to advise him his carpet was in he would provide various excuses as to why he was not picking it up.  His responses were never consistent.

Initial Business Response /* (1000, 8, 2016/04/28) */
Re: Case # [redacted]
Thank you fo ryour time and attention. We are highly sensitive to the concerns of our customers and take pride in our ability to respond to their apprehension or alarms. In regards to Case # [redacted] we addressed and fixed...

the damage done to the walls, and now being made aware of the railings can move to address this concern as well. the damage to the railing was not something we were made aware of prior. The Lien was placed as the customer, [redacted], made multiple promises to pay the bill and did not follow through. There is an outstanding balance that remains unpaid.
We worked to address the issue at hand and responded to this with the utmost empathy and consideration. Our staff personally contracted the customer to ensure their needs were 100% satisfied through the wall repairs for no charge. We hope that they will continue to utilize our services and allow us the opportunity to earn their business again in the future.
Yours truly,
Sean Y[redacted], Manager
Initial Consumer Rebuttal /* (3000, 10, 2016/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] Sean Y[redacted] was made aware of ALL damages to our home by way of pictures sent directly to his email. His initial response was "damages are an acceptable part of the construction process." This of course was not acceptable to us, with over $1200 in damages. Sean did send a contractor to repair the damages, including the railings however the railings were only further damaged by the painter and Sean has since refused to complete the repair. The amount owing was held in an attempt to motivate the company to complete the damages however their reaction was to place a lien on the property rather than resolve the issue by way of acknowledging and completing the repairs. The balance remaining is the cost of the lien which we do not feel is our responsibility having still approximately $500 damage in our home. [redacted]

Complaint: [redacted]
I am rejecting this response because: At no time did I ever ask action flooring to order in any carpet. I called and asked specifically to order floor tile and as you can see by the receipts that was all I paid for (in full) for the tile and a bag of grout mix. and I signed for the tile when I picked them up at the warehouse and was informed that carpets were ordered as well by the guy that had me sign to say I picked up the tiles I ordered and I told him at that time that it was strange that carpet came in because I didn't order or pay for any carpet. It is evident that they copied the carpet over to the document because they accidentally ordered it in and are now trying to charge me for something I did not tell them to order in and stiff me with the bill. I have enclosed the document that they gave me when they gave me back my receipt for tile that day. It also clearly states on this document that "supply only orders are to be paid in full prior to the order being placed (which I have highlighted on page 2 of the enclosed document and did not put any money down on.
Sincerely,
[redacted]