Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
For clarification purposes, I initially contacted Buffalo Hardwood to provide and install a hardwood floor I was not looking to hire my own contractor
As previously stated, at the time of the initial estimate (6/17/14), I was given a projected installation date of approximately three weeksAfter receiving the written estimate in the mail, I contacted Buffalo Hardwood six days later on 6/23/14, to schedule the job At that time, I was told the installation would now take approximately five to six weeks(Perhaps the estimator was remiss in erroneously calculating a three week installation date Intentionally?.., I do not know)During that phone call, a suggestion was made by the salesperson regarding an installer (***) that they use for "overflow" jobsDuring subsequent phone calls, I was told that Buffalo Hardwood had used *** for at least seven years Because I was a repeat customer and had faith in the reputation and integrity of Buffalo Hardwood, I took their recommendation, contacted ***, and made arrangements to install my floorDespite a direct recommendation by the company's representative, Buffalo Hardwood is trying to remove themselves from taking any responsibility for the substandard and unacceptable workmanship that resulted As a consumer, it is my opinion that Buffalo Hardwood misled me, both at the time of the estimate by saying the floor could be installed in three weeks and again by giving me the name of an installer who I later was told (by another employee) was not capable of completing the extent of the job
After discussing my concerns with *** on 8/11/14, and again on 8/18/14, I did contact *** and gave him an opportunity to correct the problems Unfortunately after two more visits to my home, the work was not completed; the bathroom door still does not close; and additional damage was done (glue residue on the newly installed floor, in addition to repeated oil stains in my driveway I requested that Buffalo Hardwood complete the repairs, which I initially was willing to pay for I offered to pay for a hardwood floor repair, to be done by a hardwood floor businessIt seemed like a reasonable request, since I took their advice and contacted their "overflow" installer
I am deeply disappointed by Buffalo Hardwood's complete lack of professional courtesy For a company that once had a such a solid reputation in the community, there has been no attempt to rectify an easily correctable situationThe financial cost to them would have been zero The benefit to them would have been a relieved and grateful customer My sincere hope is that other potential customers will review the complaints posted on the Better Business website and think twice before spending their hard earned money at a company who has positioned themselves in such an arrogant manner
Regards,
*** ***
I paid Buffalo Hardwood for the material. I paid [redacted], the installer they said they used for their overflow jobs, for the installation. I believe that [redacted] is not capable of correcting the problems.
Thank you for the opportunity to respond to the complaint filed by [redacted] regarding installation of her floor by Mr. [redacted].
First and foremost, Mr. [redacted] is not an employee of Buffalo Hardwood. Nor is Mr. [redacted]'s telephone number provided as a...
means of ensuring or guaranteeing his work. Numbers for contractors are simply provided as a convenience to customers who are looking to hire their own contractor. Furthermore, there is no financial benefit derived by Buffalo Hardwood when a customer hires a specific contractor. Like so many companies, if a customer asks for an installer who may be available we will offer a name of a person in the industry. Much like a paint or tile stow, they are simply names of a contractor in the business the customer can call.
Ms. [redacted] met with the contractor and decided to hire him to install her floor. Subsequently, she contacted our office expressing her disappointment with her contractor's work and asking if we would fix her concerns. [redacted], a project manager with Buffalo Hardwood, explained that she should contact Mr. [redacted] directly. He offered to contact Mr. [redacted] and ask him to follow up with the customer. Ms. [redacted] did not want Mr. [redacted] back but rather expected us to make the repairs. When Mr. [redacted] explained that we do not make repairs to floors installed by contractors hired by the customer, she then offered to pay us to make the repairs. Mr. [redacted] again explained she should contact the contractor. She again insisted she wanted the repairs made by Buffalo Hardwood and would even pay.
It is my understanding Mr. [redacted] has been out to Ms. [redacted]'s house on at least one, if not two different occasions in an attempt to fix the problems. We strongly encourage the customer to to work directly with the contractor she hired to resolve any differences.
It is sad that what was once a common courtesy is now a source for customer grievances and potential litigation.
After an exhaustive review we have determined there is no defect or other concern regarding the product we sold the customer. Her concern is with her installer who she directly hired. It would be an unreasonable burden to hold us responsible for the installation services provided by Mr. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
For clarification purposes, I initially contacted Buffalo Hardwood to provide and install a hardwood floor I was not looking to hire my own contractor
As previously stated, at the time of the initial estimate (6/17/14), I was given a projected installation date of approximately three weeksAfter receiving the written estimate in the mail, I contacted Buffalo Hardwood six days later on 6/23/14, to schedule the job At that time, I was told the installation would now take approximately five to six weeks(Perhaps the estimator was remiss in erroneously calculating a three week installation date Intentionally?.., I do not know)During that phone call, a suggestion was made by the salesperson regarding an installer (***) that they use for "overflow" jobsDuring subsequent phone calls, I was told that Buffalo Hardwood had used *** for at least seven years Because I was a repeat customer and had faith in the reputation and integrity of Buffalo Hardwood, I took their recommendation, contacted ***, and made arrangements to install my floorDespite a direct recommendation by the company's representative, Buffalo Hardwood is trying to remove themselves from taking any responsibility for the substandard and unacceptable workmanship that resulted As a consumer, it is my opinion that Buffalo Hardwood misled me, both at the time of the estimate by saying the floor could be installed in three weeks and again by giving me the name of an installer who I later was told (by another employee) was not capable of completing the extent of the job
After discussing my concerns with *** on 8/11/14, and again on 8/18/14, I did contact *** and gave him an opportunity to correct the problems Unfortunately after two more visits to my home, the work was not completed; the bathroom door still does not close; and additional damage was done (glue residue on the newly installed floor, in addition to repeated oil stains in my driveway I requested that Buffalo Hardwood complete the repairs, which I initially was willing to pay for I offered to pay for a hardwood floor repair, to be done by a hardwood floor businessIt seemed like a reasonable request, since I took their advice and contacted their "overflow" installer
I am deeply disappointed by Buffalo Hardwood's complete lack of professional courtesy For a company that once had a such a solid reputation in the community, there has been no attempt to rectify an easily correctable situationThe financial cost to them would have been zero The benefit to them would have been a relieved and grateful customer My sincere hope is that other potential customers will review the complaints posted on the Better Business website and think twice before spending their hard earned money at a company who has positioned themselves in such an arrogant manner
Regards,
*** ***
I paid Buffalo Hardwood for the material. I paid [redacted], the installer they said they used for their overflow jobs, for the installation. I believe that [redacted] is not capable of correcting the problems.
Thank you for the opportunity to respond to the complaint filed by [redacted] regarding installation of her floor by Mr. [redacted].
First and foremost, Mr. [redacted] is not an employee of Buffalo Hardwood. Nor is Mr. [redacted]'s telephone number provided as a...
means of ensuring or guaranteeing his work. Numbers for contractors are simply provided as a convenience to customers who are looking to hire their own contractor. Furthermore, there is no financial benefit derived by Buffalo Hardwood when a customer hires a specific contractor. Like so many companies, if a customer asks for an installer who may be available we will offer a name of a person in the industry. Much like a paint or tile stow, they are simply names of a contractor in the business the customer can call.
Ms. [redacted] met with the contractor and decided to hire him to install her floor. Subsequently, she contacted our office expressing her disappointment with her contractor's work and asking if we would fix her concerns. [redacted], a project manager with Buffalo Hardwood, explained that she should contact Mr. [redacted] directly. He offered to contact Mr. [redacted] and ask him to follow up with the customer. Ms. [redacted] did not want Mr. [redacted] back but rather expected us to make the repairs. When Mr. [redacted] explained that we do not make repairs to floors installed by contractors hired by the customer, she then offered to pay us to make the repairs. Mr. [redacted] again explained she should contact the contractor. She again insisted she wanted the repairs made by Buffalo Hardwood and would even pay.
It is my understanding Mr. [redacted] has been out to Ms. [redacted]'s house on at least one, if not two different occasions in an attempt to fix the problems. We strongly encourage the customer to to work directly with the contractor she hired to resolve any differences.
It is sad that what was once a common courtesy is now a source for customer grievances and potential litigation.
After an exhaustive review we have determined there is no defect or other concern regarding the product we sold the customer. Her concern is with her installer who she directly hired. It would be an unreasonable burden to hold us responsible for the installation services provided by Mr. [redacted].