All Wood Flooring

Account is listed under [redacted].
Installation took place on 3/21-3/22/13. AWF purchased new stair nose for [redacted] and repaired all stair noses on 5/30/13 due to cracks.  [redacted] contacted [redacted] in Dec 2015 regarding a cracked stair nose. One year warranty...

has expired. I emailed a repair estimate to [redacted] on 12/4/15.

I left a message on 4/24/2014 and again on 4/28/2014.
[redacted] returned my call on 5/1/2014 and we had an extended conversation. I told her there were no notes after 5/7/2012 about anything
that had transpired at that point and there was no way to prove what was or was
not done....

She said she notified ** and the estimator and the installer knew. I
asked her if she ever called the office to notify us and she said, “No, I
thought I covered all my bases.”  I recommended she get a 3rd
party to look at the floor to determine the issue since it has been so long and
it might be the materials itself b/c if it is installation related it would be
known at the beginning when it originally happened. In addition to that her warranty has expired. I told her I would review and see if we could help her. She was not happy.
I called and left a voice mail again on 5/21/2014 and have not heard from the customer.

From: [redacted]
sans-serif;"> <[redacted]>Date: Tue, Jul 8, 2014 at 3:05 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected]
Our difficulties with All Floor appear to have been resolved. Unfortunately, it took approximately 6 weeks for them to correct their faulty installation.  The gentleman who was finally sent to correct the buckling of the floor readily acknowledged that the problem was a result of poor workmanship.  All Floor’s failure to return calls, and call us as promised on numerous occasions, certainly made dealing with them extremely frustrating. Should we find ourselves in need of a floor installer in the future we can assure you that All Wood will not be considered.  From what we understand [redacted], despite its knowledge of All Wood’s poor work and customer relations, continues to recommend them.  They should not!!!
 
Informing All Wood that we had contacted the Revdex.com may have assisted in resolving (hopefully) our complaint,  Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and picked up the flooring offered to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because I never officially accepted Option B. At the time, I was still waiting on response from Mandy who was handling my complaint and who was working on an appropriate refund amount. I would have been a fool to allow AWF to come into my home for a second time. Jose did not respond to me within the 24 hours that he said he would which confirmed my thoughts that this company did not care about fixing the problem. Fool me once, shame on you. Fool me twice, shame on me. I was not going to allow this incompetent company to come into my home for a second time and I do not feel that I should have to pay for work that had to be completely redone by a second company due to AWF lack of ability and professionalism.  Not only did the sanding and refinishing have to be completely redone but also part of the installation as well as the repainting of our entire downstairs. Repainting included walls, chair rails and baseboards. AWF installed flooring that had holes in it even though there was an entire extra pallet of wood.  
Regards,
[redacted]

[redacted] notified HSS of her issues on Tues, 9/22. Jose (AWF's Regional Manager) spoke with [redacted] on Wed, 9/23 and scheduled an assessment for Thurs, 9/24 between 12-5p. Formal assessment was forwarded to [redacted] on  Mon, 9/28  (  Opt 1: AWF to purchase 160 lft of sm and redo 465 sq...

ft of refinishing on 10/5 with a different refinisher  -or-  Opt 2: H/O to proceed with another contractor and AWF waive remaining balance only ).
[redacted] has not reached out to AWF since Mon, 9/28. I reached out to [redacted] on Fri, 10/2, asking her to confirm which option she would like to proceed with as Opt 1 would take place on Mon, 10/5.

All Wood Flooring was the installer for Lumber Liquidator when we had our bamboo flooring installed last July, 2015. For a year now I have been calling, waiting, calling and still do not have our floors installed correctly. Even the professional flooring contractors association inspector found the same numberous, glaring errors where All Wood did not attached the boards' tongue and groove correctly, but put straight edge to straight edge which caused a gaping effect through the flooring. This large gaping is seen through three rooms and the hallway. Other installion errors exist such as placing large bull nose sections on top of the flooring causing it not to be uneven, and easily tripable, especially on the stairs, making it dangerous to go up and down. All Wood has taken excessive long periods of time to get back to me. One manager, Jose, who finally came out said it was a matter of humidity and it was the customers' duty to purchase a dehumidifier. Yet readings showed the wood in normal range throughout the installment process and each time I had my own flooring inspectors out. Clearly, they are not true professionals, and finally offered several days ago to come out and repair for five hundred dollars plus back on my credit card. The big questions remain, how could they now install correctly when they did not the first time in each room and hallway? (These are not small mistakes.) Second, how can $500 be enough to rectify dangerously installed flooring? We simply and logically cannot keep the flooring as is, why should we pay anything to fix their mistakes?

Repair is scheduled for Fri 11/6.

Account is listed under [redacted].
Installation took place on 3/21-3/22/13. AWF purchased new stair nose for [redacted] and repaired all stair noses on 5/30/13 due to cracks.  [redacted] contacted [redacted] in Dec 2015 regarding a cracked stair nose. One year warranty has expired....

I emailed a repair estimate to [redacted] on 12/4/15.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

There was constant contact. project has been completed and customer is happy.

All Wood has placed an order for 400 sq ft of flooring from the same batch Mrs. [redacted] ordered from originally.

This installation was completed on 5/29/2014 and customer is satisfied with work done. Completed and closed.

[redacted] contacted All Wood on 3/9 to discuss concerns with her install. Office manager wasn't available, [redacted] left a voice mail. Allie at HSS left a voice mail for [redacted] on 3/10. I left a voice mail for [redacted] on 3/11. No response. I emailed [redacted] on 3/19, she called...

me back stating she fixed her issues herself (baseboard, moldings, debris) as she would be listing her home that weekend. [redacted] asked for compensation that same day and was not given an answer. I emailed [redacted] on 3/21 letting her know that there were 3 attempts made to reach her and resolve her issues. She chose to make corrections on her own (breach of contract) and All Wood cannot compensate her for that. [redacted] never mentioned a dislike of her installation.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:There is no offer by this company to rectify this situation. What is to accept??  My warranty was NOT expired when I called in February. I was repeatedly asked why I waited so long to call if my warranty was expiring soon. What difference does it make? I was within my warranty time period when I made the initial phone call. They dragged out returning my phone calls and emails until my warranty expired. It's clear they have NO interest in standing behind their service- or lack thereof. 
Regards,
[redacted]

AWF purchased 1 box of flooring for [redacted] on 10/2. ETA for the box was Sat 10/17. The order number given to him was off by 1 digit, [redacted] when it should have been [redacted]. The order was placed under AWF's account therefore when they performed a search under [redacted]'s name, there...

was no order to be found. I have confirmed with LL that the box is still ready for pick up. [redacted] has been notified and was provided with the correct order number.

From: [redacted]>Date: Tue, Jul 15, 2014 at 3:39 PMSubject: Re: cid [redacted] / All Wood Flooring, LLCTo: [redacted]All Wood Flooring did NOT call and leave a voicemail for me on 5/21/2014. When I spoke with Candace on 5/1, she told me to hire a third party contractor to look at my floor. I told her I didn't want to pay for a third party when my floor was under warranty. After going back and forth about it for some time, she told me she would look into and get back to me. She NEVER called me back. As a matter of fact, I  was the one who called her office and specifically asked to speak to Candace. I was placed on hold and then magically the call was dropped. I called back no less than 4 times when the call was never answered and/or went to voicemail. On my last attempt I left a voicemail with Candace stating I was calling the Revdex.com. The only attempt to contact me since our phone call on May 1 was when Candace replied to my complaint via the Revdex.com. 
 
Again- The company did not contact me in order to work this issue out. There was never an offer of any kind- other than for me to pay for a third party to inspect my floor. The company did not contact me at ALL after May 1. 
 
On the Revdex.com site there are approximately 16 complaints against this company without any resolutions. It's not hard to see that this company has NO interest in resolution. There is no reason for me to ask a company repeatedly to fix my floor and call them numerous times and then never return their phone call. 
 
Thank you for your time-
[redacted]
###-###-#### (h)
###-###-#### (c)

In July 2013, this customer emailed a former employee that the repairs done at her home seem to be adequate with the exception of the stair nose pieces as they started to crack. We have not heard from her since then. This customer is now out of warranty however we will still follow up with her.

[redacted] was notified of her options prior to hiring another contractor. She chose option B on her own free will. All Wood will continue to pursue collections on your final balance for the installation. [redacted] was invoiced on 10/13 and has failed to respond.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted].  The project is, in fact, mow complete, but communications with the company were not satisfactory, and I am far from happy with their service.  I would never use this company again, but, I do consider the matter closed.  
Regards,
[redacted]