March 21, 2014Dear ** [redacted] ,Bob Wagner’s takes pride in their installation practices and professional sales teamThat being said, I am certainly concerned that **[redacted] 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 ** [redacted] ’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 ** [redacted] 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 ** [redacted] has found another company to install the floor with adhesive for $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: [redacted] 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, [redacted]
March 13, 2014Dear [redacted] ,** [redacted] 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 [redacted] ,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) ** [redacted] agreed to a loose-lay installation and signed for it on contract [redacted] (attached).Also, to save money, ** [redacted] 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, ** [redacted] declinedRegarding his carpet installation, ** [redacted] 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 [redacted] at no chargeWe want ** [redacted] to be happy with his flooring selections and our installation of both products.Let me know if you need more details
April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in [redacted] and [redacted] ’s ( [redacted] ) home under contract with a new home builder, on July 12, Bob Wagner’s provided to the builder and the [redacted] ’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 [redacted] ’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 [redacted] ’s business, but we can no longer provide service beyond your warranty period at no chargeWe offer to re-stretch the [redacted] ’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filedUnless the [redacted] ’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
March 21, 2014Dear ** [redacted] ,Bob Wagner’s takes pride in their installation practices and professional sales teamThat being said, I am certainly concerned that **[redacted] 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 ** [redacted] ’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 ** [redacted] 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 ** [redacted] has found another company to install the floor with adhesive for $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: [redacted] 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, [redacted]
March 13, 2014Dear [redacted] ,** [redacted] 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 [redacted] ,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) ** [redacted] agreed to a loose-lay installation and signed for it on contract [redacted] (attached).Also, to save money, ** [redacted] 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, ** [redacted] declinedRegarding his carpet installation, ** [redacted] 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 [redacted] at no chargeWe want ** [redacted] to be happy with his flooring selections and our installation of both products.Let me know if you need more details
April 28, 2015Bob Wagner’s Mill Carpet Inc., (Bob Wagner’s) installed flooring in [redacted] and [redacted] ’s ( [redacted] ) home under contract with a new home builder, on July 12, Bob Wagner’s provided to the builder and the [redacted] ’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 [redacted] ’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 [redacted] ’s business, but we can no longer provide service beyond your warranty period at no chargeWe offer to re-stretch the [redacted] ’s carpet at a very reasonable rate, however, our offer was rejected and the Revdex.com complaint was filedUnless the [redacted] ’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