BenefitVault

[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: 12474844
I am rejecting this response because:We had never vents that were removable and functional at the same time.The pictures sent by Shane Wagoner do not show that the vents are removable and functional. We do not have 8 vents in the hardwood floor, maybe the builder is mixing up things with a different home.
Regards,
Hendrik And Sandra [redacted]

Shane Wagoner Homes, Inc. PO Box 894 Lewisville, NC 27023     November 12, 2017 Dear Ms. Melissa Neal, Thank you for your letter dated October 31, 2017 re: the complaint received about my business, Shane Wagoner Homes, Inc. The letter was in response to a customer complaint about hardwood...

floor vents that have not been removed and replaced to the customer’s satisfaction. However, we disagree with this complaint and believe we have made every attempt to make the customer happy with their hardwood floor vents. Below is a summary of the steps we have taken to resolve the issue with the customer. At the time of the sale, the home was complete, including new hardwood floors with integrated vents.  The customer decided they wanted to be able to remove the vents.  After informing the customer that the vents were sealed in and explaining the potential risks of removing them, the customer decided they still wanted the vents removable. However, Mr. [redacted] indicated the only way to do it correctly was to  sand the entire hardwood floor and restain the floor, again. As a licensed contractor, I disagreed with his assessment and informed him that there were ways to make the vents removable without refinishing the entire floor.  He was disgruntled at this response but requested that we proceed with making the vents removable. Thus, my company contracted with the original hardwood flooring company again to make the vents removable.   Upon completion, the customer complained that the frames were damaged during the process.  Upon inspection, the damage that the customer referred to was minimal and included small dents in the frame where a tool was used to pry the vent out. At this time, we discussed with the customer the risks of replacing the frames and explained how hardwood floors expand and contract due to varying moisture content in the home. We also provided documents from the Home Owners Handbook he received at closing explaining the tolerances of true hardwood floors.  Thus, vents and frames may be tight in the summer and then small gaps may appear during winter months.  The customer indicated he wanted the frames and vents replaced. In order to satisfy the customer, we again had the hardwood flooring company to replace the frames and the vents. When replacing the vents and frame, we made every effort to make the vents as seamless as possible, while still keeping them removable.  At the time the vents were replaced, they were all removable. If some vents are now not removable, then the floor has likely swelled due to moisture content in the floor. We were contacted again by the customer, indicating he was not satisfied with the repair and there were damages to the frames and vents. He again requested that the entire floor be sanded and re-stained. I followed up with the original hardwood floor company and their assessment was that the work had been done professionally, there were no damages, and the stain matched the original flooring.  I arranged for a second, independent, hardwood company to go to the home and inspect the frames and vents to get a second opinion. Their conclusion was that the work was professional and saw no damages to the vents and frames in question and indicated the stain of the new frames and vents matched the existing floor.  After getting this assessment from a second, and independent, hardwood flooring professional, my partner and I set up an appointment with the customer to inspect the vents and frames ourselves. We saw no problems after inspecting them for the final time. We have made every effort to professionally replace the vents and frames so that they meet the expectations of the customer. Thank you for this opportunity to respond to this complaint against Shane Wagoner Homes, Inc.   Shane Wagoner Shane Wagoner Homes, Inc.