Atlas Flooring, Inc.

Initial Business Response /* (1000, 7, 2015/09/09) */
Atlas Flooring, Inchas been in operated in the same location in Boulder, COsince In our years we have seen growth of our family owned businessToday we are one of if not the busiest flooring stores in ColoradoWe have built
this success by offering fair and honest prices and quality craftsmanship to our customers
Regarding the complaint activity report in question; Following the original installation of countertops for our customer early in Atlas Flooring agreed to remove and reinstall these countertops shortly after installationAtlas Flooring found that the quality of the first installation was not up to par
Weeks after the countertops were replaced our customer reported that his customer was still not happy with the new countertopsAtlas Flooring offered to inspect and make any necessary repairs to remove pits and scratches etcin the topOur customer's client insisted that the quartz material was defective and that would do no good
At this point the manufacturer's representative was sent to inspect the countertopThe manufacturer's rep found that the countertop material was not defective
It was reported that the client was using a flashlight to point out very minor scratches etcin the top that were not easily seen with a inspection from a standing position
Regardless Atlas Flooring, Incoffered to give the customer a 20% discount in hopes to appease the customer regarding the countertopThe customer insisted that a 50% discount be provided in line with the quality of the products
During the time where the complaint was being reviewed the client was very belligerent to the owner at Atlas FlooringShe was screaming at him while he was try to resolve the situationThis hostile behavior continued both during phone conversations and on a site visit to inspect the topsTotally disrespectful and quarrelsome towards our firm as we worked to reach a resolution
In the months or more that have passed since this complaint was reported we have learned that not just our company has been singled out for complaintsOur customer the General Contractor in this case has stopped working with the client or consumer due to the conditions described hereOther subcontractors have reported similar treatment by this consumer
This has been a very difficult situationWe would like that every customer have a satisfying experience with Atlas Flooring, Incand our staff
It is our opinion that this customer would find fault with products and services regardless of the high standards we strive to achieve
Thank you,
Atlas Flooring, Inc
Initial Consumer Rebuttal /* (3000, 9, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are absolutely not satisfied with the answer we got from Atlas FlooringHere are some of the reasons why
Four months after the original installation, Atlas Flooring replaced only one slab in the kitchen and none in the master bath or the powder roomThey did not remove and reinstall all of the damaged counter tops
In their reply, Atlas Flooring states that "the manufacturer's rep found that the countertop material was not defective"However, what he actually found that all defects were reparable, not that there were none
Atlas Flooring complained that we looked for the defects with a flashlightThis is true, but the reason a flashlight was used was because there was no electric lighting installed in the house yetThis was the only way to look at the countertops
As to the issue of us being rude on the phone to the company, we called Atlas Flooring and spoke with a representativeThe owner returned our call himself to schedule an appointment to see the damageThere was no screaming, and each conversation took no more than a couple of minutesWe tried to be very pleasant on the phone, but perhaps our accent was hard to understand and we had to speak loudly and clearly
Another point that comes up is our relationship with our General ContractorHowever, this is not the issue hereIt seems very strange that Atlas Flooring is bringing it up, since it is not connected to any issues we have with the counter topsThe truth is, our General Contractor did not stop working with us until this project was complete and we have had no issue with the sub-contractors
It also seems strange that Atlas Flooring is blaming the original poor quality of the counter tops, which was an issue in February, on the conflict we had with them six months later - in August
What Atlas Flooring states "that this customer would find fault with products and services regardless of the high standards we strive to achieve" does seem to be simply an opinionThe owner of the company told us that his workers could not have possibly damaged the countertopsHowever, if this was true, why did he offer us the 20% discount? Not 10% or 30%? He did not see the damages himself; he went on the word of *** *** our General Contractor
We think that the labor is the issue hereIt was bad and was not worth the money we paidIt is the responsibility of Atlas Flooring to fix any manufacturing issues, since they are the ones selling us the productThey are also responsible for not damaging the product further
It seems that Atlas Flooring did not even read the list of issues attached to this complaintIn this response, they did not discuss any of the damage that was done to the counter topsWhat was discussed here instead was only what they heard from our General Contractor, which also applies to our so-called rude behavior
There is absolutely no discussion about the damages or any way of fixing themThis is why we are not satisfied with this answer from Atlas Flooring
Final Consumer Response /* (4200, 13, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems interesting that the three sides that are responsible for the damage on the countertops are claiming that neither is responsible for the damageThe three parties are Caesarstone, who produced the slabs, Atlas Flooring, who created and installed the countertops, and *** *** the general contractor who is responsible for the whole projectThe only person who found the damage is the independent specialist, *** *** It is easily visible on the attached picturesTo us, it looks like the interested parties are covering for each other
Even if Atlas Flooring is ready to give 20% back, that money is going to *** *** However, Atlas Flooring received the money directly from usWe have copies of the checks and bank confirmationsSince we were the ones to pay to money to Atlas Flooring, we should be the ones to receive compensationIf Atlas Flooring doesn't want to treat us as a customer, the company can return all our money back and deal with *** *** instead
Final Business Response /* (4000, 15, 2015/10/27) */
*** *** *** was our customer on this projectIf *** *** took it upon herself to make a payment towards the balance on Satinwood Construction's account, she can work that out with himHis name is on the invoice, we have no invoices for "***" and we will not be giving them money directlyIf *** *** our customer, filed a complaint we would work with him on a solutionThis is our final response on this matterWe will not go back and forth with anyone other than *** *** regarding this issue