March 8,
** ***:
Regarding the most recent correspondence concerning the above matter, the only response I have is that there is no *** employeed at my company
Regardless, even if this contact was made, it was still beyond the one-year warranty
We still stand committed to satisfying this customer and have an appointment scheduled for this coming Monday, March 10th to re-address their seam concern
I am hopeful that this visit will result in a satisfied customer
Sincerley,
March 21, 2014Dear ***,Bob Wagner’s takes pride in their installation practices and professional sales teamThat being said, I am certainly concerned that **.*** did not feel the installation method was explained completely. We strive to thoroughly review every job and expectations at the time the contract is signed and ***’s contract clearly stated the vinyl was going to be laid looseHowever, our checklist does not review the dangers inherent in moving appliances nor the method by which to move them. My salesperson did not explain how to move the refrigerator because *** said it was easy to do.I am very happy to complete the repair for $rather than $as stated in the last letterHowever, I understand that *** has found another company to install the floor with adhesive for $600…the same price we first offered and he declinedThank you.Very truly yours,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
There is no truth in what you is being said here as "it is easy to move the refrigerator", it was never saidThe sales person interested in selling than caring for after installation, it was very evident from everything that went on from the minute I reported the issue
Also , you are not reading my earlier statement in full, the other company offered to do the entire job of new installation of vinyl with glue (following all appropriate installation steps) for dollars and if that has to be compared to your compaany, it is dollards that I paid for originally, plus dollars you asked on top of the already paid dollars , making the total to dollars. I came to your place first
The bottome line is, this is an installation defect, not understanding the customer needs and providing a product and service that is durable or educating the customer about the risks and after effects of the services providedI have already spent dollars on the vinyl and carpet with your company for providing with these not so what would like to call as "quality service", so it is out of question about me spending more money on this with your company
Regards,
*** ***
March 13, 2014Dear *** ***,*** signed with Bob Wagner’s on February 26, He asked for an inexpensive vinyl and carpet installation because he said he was selling his home at *** *** *** *** ** ***,PA and just wanted to update his carpet and kitchen
floor color/designThe salesperson explained in order to avoid the cost of stripping away the existing kitchen flooring and underlayment, plus the installation of new underlayment and the cost of adhesive to adhere a new floor, he would have to select a vinyl floor that could be laid without adhesive (loose laid). *** agreed to a loose-lay installation and signed for it on contract *** (attached).Also, to save money, *** decided to save $and move his refrigerator back into place after the installationHe did so and stretched the vinylWe offered to return, remove the flooring, prepare the substrate then adhere the entire floor for $but he declinedWe then offered an unconventional repair to the affected area at a cost of $(includes adhesive)The repair will take approximately 1-hoursAgain, *** declinedRegarding his carpet installation, *** signed for the “Magic” padding he receivedHe was shown the padding in the store and agreed to its thickness and lbdensity.Your communication to Bob Wagner’s is the first time I heard about the coffee cup, closet door and door stopperCertainly we can return to take care of those ite** at no chargeWe want *** to be happy with his flooring selections and our installation of both products.Let me know if you need more details
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The installation process behind the vinyl was not explained until I reported about the problemAll that I knew was how good the prior installation was and indicated that the same would be needed with the new install and took on the refrigertor moving part to myself.
Had I been told about the risks of moving the fridge into the kitchen/dining area with the current installation procedure, I would have opted to have the flooring installers to move it back or insisted on a proper installation from the beginning.
The risks of not glue-ing the floor far outweighs the dollar saving and also it was not going be practical to leave the kitchen area isolated from the traffic/furnitures/appliances just because the installation was a cheap oneThe closet doors info was emailed to the sales associate first and then indicated over phone message how much of a pain it was to put it back
Thanks
Regards,
*** ***
March 3,
** ***:
Regarding the above case, I apologize that my company did not respond more quicklyThe above customer purchased a new home through one of your builder clients at a development named ***We installed the flooring in this home, including the
vinyl floor in their kitchen, on June 12, Per our agreement with this builder, our new home construction warranty carries a one-year warranty
We never received any contact from this customer since installation regarding her floorIt wasn’t until receiving your Revdex.com letter that we called the customer to learn of her concernDespite being technically “out of warranty” we dispatched a technician to repair the seam in her kitchen flooring
On 2/15/our service manager, *** *** ,went to her home and repaired the seamPer my technician, this was a simple repair that involved adding some adhesive and re-sealing the seamThe customer signed off on the work and wrote “will call if we still have a problem.”
The customer called our office on 2/stating that she was still not happy with the repair and that is was “mushy” (copy attached)We have scheduled another visit for 3/10/at no charge to the customer to resolve the issue
We rely on our reputation in the community and will do so in this instanceIt is disconcerting that a consumer would write a letter to your organization before contacting us directly to address any issue
April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in *** and *** ***’s (***) home under contract with a new home builder, on July 12, Bob Wagner’s provided to the builder and the ***’s a one year warranty on both the material and
installationBob Wagner’s has inspected and re-stretched the carpet portion of the installed flooring, as a courtesy to the ***’s and the builder three times, since the expiration of the warrantyOur certified inspectors found no defects in physical carpet or the manner in which it was installed, however, we still stood behind our product and installation methods long beyond its warranty period.We appreciate the ***’s business, but we can no longer provide service beyond your warranty period at no chargeWe offer to re-stretch the ***’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filedUnless the ***’s are willing to pay labor rates for future re-stretch work we consider the matter closed.Please do not hesitate to call me if additional information is required.Thank you,Thomas WCPA Treasurer Controller
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I contacted them in September of 2013. A person in their showroom said that they would have *** contact me, *** called and said that he would have a technician contact me to set up an appointment. I never received a call so wrote to Revdex.com. As a result of this *** contacted me and said that this is the first she heard of my carpet problem. I just wanted to clarify that I did try to contact the company prior to contacting Revdex.com
Regards,
*** ***
March 8,
** ***:
Regarding the most recent correspondence concerning the above matter, the only response I have is that there is no *** employeed at my company
Regardless, even if this contact was made, it was still beyond the one-year warranty
We still stand committed to satisfying this customer and have an appointment scheduled for this coming Monday, March 10th to re-address their seam concern
I am hopeful that this visit will result in a satisfied customer
Sincerley,
March 21, 2014Dear ***,Bob Wagner’s takes pride in their installation practices and professional sales teamThat being said, I am certainly concerned that **.*** did not feel the installation method was explained completely. We strive to thoroughly review every job and expectations at the time the contract is signed and ***’s contract clearly stated the vinyl was going to be laid looseHowever, our checklist does not review the dangers inherent in moving appliances nor the method by which to move them. My salesperson did not explain how to move the refrigerator because *** said it was easy to do.I am very happy to complete the repair for $rather than $as stated in the last letterHowever, I understand that *** has found another company to install the floor with adhesive for $600…the same price we first offered and he declinedThank you.Very truly yours,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
There is no truth in what you is being said here as "it is easy to move the refrigerator", it was never saidThe sales person interested in selling than caring for after installation, it was very evident from everything that went on from the minute I reported the issue
Also , you are not reading my earlier statement in full, the other company offered to do the entire job of new installation of vinyl with glue (following all appropriate installation steps) for dollars and if that has to be compared to your compaany, it is dollards that I paid for originally, plus dollars you asked on top of the already paid dollars , making the total to dollars. I came to your place first
The bottome line is, this is an installation defect, not understanding the customer needs and providing a product and service that is durable or educating the customer about the risks and after effects of the services providedI have already spent dollars on the vinyl and carpet with your company for providing with these not so what would like to call as "quality service", so it is out of question about me spending more money on this with your company
Regards,
*** ***
March 13, 2014Dear *** ***,*** signed with Bob Wagner’s on February 26, He asked for an inexpensive vinyl and carpet installation because he said he was selling his home at *** *** *** *** ** ***,PA and just wanted to update his carpet and kitchen
floor color/designThe salesperson explained in order to avoid the cost of stripping away the existing kitchen flooring and underlayment, plus the installation of new underlayment and the cost of adhesive to adhere a new floor, he would have to select a vinyl floor that could be laid without adhesive (loose laid). *** agreed to a loose-lay installation and signed for it on contract *** (attached).Also, to save money, *** decided to save $and move his refrigerator back into place after the installationHe did so and stretched the vinylWe offered to return, remove the flooring, prepare the substrate then adhere the entire floor for $but he declinedWe then offered an unconventional repair to the affected area at a cost of $(includes adhesive)The repair will take approximately 1-hoursAgain, *** declinedRegarding his carpet installation, *** signed for the “Magic” padding he receivedHe was shown the padding in the store and agreed to its thickness and lbdensity.Your communication to Bob Wagner’s is the first time I heard about the coffee cup, closet door and door stopperCertainly we can return to take care of those ite** at no chargeWe want *** to be happy with his flooring selections and our installation of both products.Let me know if you need more details
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The installation process behind the vinyl was not explained until I reported about the problemAll that I knew was how good the prior installation was and indicated that the same would be needed with the new install and took on the refrigertor moving part to myself.
Had I been told about the risks of moving the fridge into the kitchen/dining area with the current installation procedure, I would have opted to have the flooring installers to move it back or insisted on a proper installation from the beginning.
The risks of not glue-ing the floor far outweighs the dollar saving and also it was not going be practical to leave the kitchen area isolated from the traffic/furnitures/appliances just because the installation was a cheap oneThe closet doors info was emailed to the sales associate first and then indicated over phone message how much of a pain it was to put it back
Thanks
Regards,
*** ***
March 3,
** ***:
Regarding the above case, I apologize that my company did not respond more quicklyThe above customer purchased a new home through one of your builder clients at a development named ***We installed the flooring in this home, including the
vinyl floor in their kitchen, on June 12, Per our agreement with this builder, our new home construction warranty carries a one-year warranty
We never received any contact from this customer since installation regarding her floorIt wasn’t until receiving your Revdex.com letter that we called the customer to learn of her concernDespite being technically “out of warranty” we dispatched a technician to repair the seam in her kitchen flooring
On 2/15/our service manager, *** *** ,went to her home and repaired the seamPer my technician, this was a simple repair that involved adding some adhesive and re-sealing the seamThe customer signed off on the work and wrote “will call if we still have a problem.”
The customer called our office on 2/stating that she was still not happy with the repair and that is was “mushy” (copy attached)We have scheduled another visit for 3/10/at no charge to the customer to resolve the issue
We rely on our reputation in the community and will do so in this instanceIt is disconcerting that a consumer would write a letter to your organization before contacting us directly to address any issue
April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in *** and *** ***’s (***) home under contract with a new home builder, on July 12, Bob Wagner’s provided to the builder and the ***’s a one year warranty on both the material and
installationBob Wagner’s has inspected and re-stretched the carpet portion of the installed flooring, as a courtesy to the ***’s and the builder three times, since the expiration of the warrantyOur certified inspectors found no defects in physical carpet or the manner in which it was installed, however, we still stood behind our product and installation methods long beyond its warranty period.We appreciate the ***’s business, but we can no longer provide service beyond your warranty period at no chargeWe offer to re-stretch the ***’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filedUnless the ***’s are willing to pay labor rates for future re-stretch work we consider the matter closed.Please do not hesitate to call me if additional information is required.Thank you,Thomas WCPA Treasurer Controller
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I contacted them in September of 2013. A person in their showroom said that they would have *** contact me, *** called and said that he would have a technician contact me to set up an appointment. I never received a call so wrote to Revdex.com. As a result of this *** contacted me and said that this is the first she heard of my carpet problem. I just wanted to clarify that I did try to contact the company prior to contacting Revdex.com
Regards,
*** ***