Basye Flooring Co Inc

Explanation of the Events: In the spring of 2014 Basye Flooring Co. sold and installed flooring for the customer that has filed this complaint.  Carpet and pad were installed in several rooms of her home and on stairs.  ¾” solid Cumaru/Brazilian Teak was installed in the living room and...

dining room.  In the fall of 2014, the customer called with complaints about the hardwood.  She said there was gapping between boards and an undesirable board under the dining room table.  [redacted] went to her home to assess the situation.  He found that there was indeed gapping between boards and a board that needed to be replaced.  Moreover, he observed that the relative humidity of her home was very low.  Solid hardwoods do expand and contract with significant variations in humidity.  [redacted] suggested that she have a humidifier placed on the furnace to alleviate the dry conditions.  The customer had the humidifier installed, ran it for a period of time, and then [redacted] returned to her home to see the results.  [redacted] noticed some improvements but agreed that there were still some issues. [redacted] contacted the supplier to have the manufacturer’s representative take a look at the teak in our client’s home.  The supplier did not respond as timely as desired, but their representative did go to the customer’s home to see the installed hardwood.  Their report stated that there was no defect in the product.  Regardless of the official manufacturer’s report, [redacted] assured our client that he would not leave her unhappy with her floor.  He offered to have the engineered version of the product installed.  Engineered hardwood is more stable and less susceptible to humidity fluctuations.  She came into the store and [redacted] showed her a sample of the engineered product.  He worked with the supplier to provide the product at no charge.  Basye Flooring would have assumed the cost of the labor to take-up the original solid teak, install new underlayment, and install the new, engineered Cumaru/Brazilian Teak flooring.  The customer left the store that day.  She later called and declined the offer. A few months later, this same client contacted Basye Flooring with the same concerns.  Again, [redacted] offered to install the engineered product.  He also offered to install carpet instead of a hardwood product.  He placed the engineered product on hold at the supplier to reserve 355 square feet for her home.  He phoned and left her a message with that information.  That order was placed on hold July 31, 2015 and is still on hold to this day because this customer never replied. Resolution:Basye Flooring Co. has repeatedly tried to satisfy this customer and address her concerns.  We have offered to replace the solid hardwood floor with both new, engineered hardwood and carpet.  That offer still stands, as is evident by the hold on the materials at the supplier.  Although we do not think her lack of faith in us is justified, Basye Flooring Co. will also agree to an alternative solution.  We will provide the new material (carpet or hardwood) to the customer and credit her our charge to remove the solid hardwood and install the new material (carpet or hardwood).  The customer would then be responsible to find an installer of her own to perform the labor.    Basye Flooring Co. will not agree to the customer’s unreasonable request of a full refund.  In good faith and our continued efforts to strive toward superior levels of customer satisfaction, Basye Flooring Co. has offered two solutions from which the customer may select.  We find both of these options to be more than adequate, and we are allowing her the final choice.

Complaint: [redacted]
I am not completely rejecting this response but countering the response because: If they want to ripout the flooring in my living and dining rooms and replace it with the same carpeting  which they installed in my family room, I would be satisfied with this resolution.  I want no cost to me for this on my part. 
Sincerely,
[redacted]

Basye Flooring Co. is pleased that the customer has accepted our offer to replace the solid teak hardwood.  Per her request, we will replace the hardwood with Karastan carpet, style:  Unprecedented, color:  Antique White, as was installed in her lower level family room.  The removal of the hardwood and installation of the carpet, tack strip and pad will be provided at no charge to the customer.  We appreciate the opportunity to regain the trust of this customer and provide the level of satisfaction we continuously strive to achieve.

Basye Flooring Co. is pleased that the customer has accepted our offer to replace the solid teak hardwood.  Per her request, we will replace the hardwood with Karastan carpet, style:  Unprecedented, color:  Antique White, as was installed in her lower level family room.  The removal of the hardwood and installation of the carpet, tack strip and pad will be provided at no charge to the customer. 

We appreciate the opportunity to regain the trust of this customer and provide the level of satisfaction we continuously strive to achieve.