C & A Flooring, Inc.

Hi *** ..I did complete the project for *** ,the delivery truck had a delay at Shaw industry Out of my control also the materials she was asking for I paid for them out of my pocket .when I delivered the carpet *** reimbursed me then i
installed it ..I can only do so much but everything is fine on my end dealing with distribution is out of my control ..I can only go by what they tell me thank you
Sent from Yahoo Mail on Android

Hi *** ..I did complete the project for *** ,the delivery truck had a delay at Shaw industry Out of my control also the materials she was asking for I paid for them out of my pocket .when I delivered the carpet *** reimbursed me then I installed it ..I can only do so much but
everything is fine on my end dealing with distribution is out of my control ..I can only go by what they tell me thank you
Sent from Yahoo Mail on Android

Initial Business Response /* (1000, 6, 2015/07/23) */
There was unforeseen additional work that needed to be done to the subfloor that customer was fully aware of. We had made customer aware of a possibility of unforeseen additional work before demolition had been done. New 1/2" plywood has been...

installed over existing 3/4" partical board to strengthen the subfloor in areas that hardwood was installed. This has been done throughout all areas that hardwood has been installed. This is something that cannot be seen before demolition of customers existing tile and she was made fully aware of this. Once existing tile was taken out we immediately made the customer aware of the subfloor problem and informed her of additional cost. This is additional work which does require additional payment. We did make customer aware that this is very critical and needs to be done for her to have an installation warranty through our company. When the customer refers to "a few boards being replaced" we did also replace seven sheets of 3/4" partical board that was extremely damaged with new 3/4" plywood with an additional 1/2" of plywood over it as it had been done throughout all areas of hardwood that was installed. The floor is now properly strengthened. We did not only replace a few boards, the entire hardwood area has been strengthened with 1/2" plywood on top of existing partical board and also on areas that we had to replace damaged partical board with new plywood. We have contacted customer multiple times regarding her project. We have let customer and her husband know that we are awaiting her material to come in from our distributor and will notify her once we have received it. Customer still continually calls to ask us the same question and we respond the same way that we cannot continue project without material. The customer is not understanding that we are not able to complete her six steps until material has arrived. I have personally explained this to customer and have had other employees also contact her. She has multiple contact numbers to reach us. The entire project is completed except for the six steps and kitchen. Regarding the completion of her kitchen the customer specifically asked for us not to install her kitchen or take out existing flooring until September. I do have an installer that was with me when customer stated this. Per customers request no the kitchen has not been done yet. We have her scheduled to begin in September as requested. Regarding the lawn, yes there is an area that has turned brown. There is no way to prevent this due to us also being in a drought in California. I do not believe we are entitled to compensate the customer for her lawn when this a part of nature and just needs to be watered. The chest drawer was discovered by our installers broken in the closet of one of the customers bedrooms while they were installing baseboard. As described by my three installers that were there, it looked like pieced up wood left in the closet. There was no other furniture in the home at all customer had not moved in home yet. As a courtesy and it being in the way of baseboard installation, my installers had placed the broken wood in her driveway. It was placed exactly how it already had been found which was damaged and broken. There was other debris that were next to it, but they did not throw her chest drawers in a can or dumpster as she is making it seem. They did not cause any damage or further the damage already done when found to this chest drawers. Customer had come to the project site brought the chest of drawers inside and angrily asked my installers who broke it. They informed customer that they had found it broken in a closet upstairs and that they had not damaged the item. Customer was using foul language and was upset that it was broken stating she needed to buy a new one due to damage. My installers were trying to be helpful and felt sorry for this customer so they tried to fix it for her to prevent her from having to purchase a new one. Customer was asked before they had tried to help her if she would like them to try to fix it. Customer was made aware multiple times by three of my installers that they had not caused any damage to this item and it was found in the way she saw it on her driveway. We are not in anyway responsible for the damage done to this item as it was found in the condition the customer had saw it. We have apologized to customer via email and phone. We have proof of emails and phone calls made to the customer. The material will arrive this week and will be in customers home on July 27,2015. In addition, due to the unforeseen additional work needed to be done to strengthen customers subfloor the installation date did change. Again, this is UNFORESEEN and could not have been known before project had been started.

Initial Business Response /* (1000, 6, 2015/07/23) */
There was unforeseen additional work that needed to be done to the subfloor that customer was fully aware of. We had made customer aware of a possibility of unforeseen additional work before demolition had been done. New 1/2" plywood has...

been installed over existing 3/4" partical board to strengthen the subfloor in areas that hardwood was installed. This has been done throughout all areas that hardwood has been installed. This is something that cannot be seen before demolition of customers existing tile and she was made fully aware of this. Once existing tile was taken out we immediately made the customer aware of the subfloor problem and informed her of additional cost. This is additional work which does require additional payment. We did make customer aware that this is very critical and needs to be done for her to have an installation warranty through our company. When the customer refers to "a few boards being replaced" we did also replace seven sheets of 3/4" partical board that was extremely damaged with new 3/4" plywood with an additional 1/2" of plywood over it as it had been done throughout all areas of hardwood that was installed. The floor is now properly strengthened. We did not only replace a few boards, the entire hardwood area has been strengthened with 1/2" plywood on top of existing partical board and also on areas that we had to replace damaged partical board with new plywood. We have contacted customer multiple times regarding her project. We have let customer and her husband know that we are awaiting her material to come in from our distributor and will notify her once we have received it. Customer still continually calls to ask us the same question and we respond the same way that we cannot continue project without material. The customer is not understanding that we are not able to complete her six steps until material has arrived. I have personally explained this to customer and have had other employees also contact her. She has multiple contact numbers to reach us. The entire project is completed except for the six steps and kitchen. Regarding the completion of her kitchen the customer specifically asked for us not to install her kitchen or take out existing flooring until September. I do have an installer that was with me when customer stated this. Per customers request no the kitchen has not been done yet. We have her scheduled to begin in September as requested. Regarding the lawn, yes there is an area that has turned brown. There is no way to prevent this due to us also being in a drought in California. I do not believe we are entitled to compensate the customer for her lawn when this a part of nature and just needs to be watered. The chest drawer was discovered by our installers broken in the closet of one of the customers bedrooms while they were installing baseboard. As described by my three installers that were there, it looked like pieced up wood left in the closet. There was no other furniture in the home at all customer had not moved in home yet. As a courtesy and it being in the way of baseboard installation, my installers had placed the broken wood in her driveway. It was placed exactly how it already had been found which was damaged and broken. There was other debris that were next to it, but they did not throw her chest drawers in a can or dumpster as she is making it seem. They did not cause any damage or further the damage already done when found to this chest drawers. Customer had come to the project site brought the chest of drawers inside and angrily asked my installers who broke it. They informed customer that they had found it broken in a closet upstairs and that they had not damaged the item. Customer was using foul language and was upset that it was broken stating she needed to buy a new one due to damage. My installers were trying to be helpful and felt sorry for this customer so they tried to fix it for her to prevent her from having to purchase a new one. Customer was asked before they had tried to help her if she would like them to try to fix it. Customer was made aware multiple times by three of my installers that they had not caused any damage to this item and it was found in the way she saw it on her driveway. We are not in anyway responsible for the damage done to this item as it was found in the condition the customer had saw it. We have apologized to customer via email and phone. We have proof of emails and phone calls made to the customer. The material will arrive this week and will be in customers home on July 27,2015. In addition, due to the unforeseen additional work needed to be done to strengthen customers subfloor the installation date did change. Again, this is UNFORESEEN and could not have been known before project had been started.