C & A Flooring

Initial Business Response / [redacted] (1000, 6, 2015/07/23) */ There was unforeseen additional work that needed to be done to the subfloor that customer was fully aware ofWe had made customer aware of a possibility of unforeseen additional work before demolition had been doneNew 1/2" plywood has been installed over existing 3/4" partical board to strengthen the subfloor in areas that hardwood was installedThis has been done throughout all areas that hardwood has been installedThis is something that cannot be seen before demolition of customers existing tile and she was made fully aware of thisOnce existing tile was taken out we immediately made the customer aware of the subfloor problem and informed her of additional costThis is additional work which does require additional paymentWe did make customer aware that this is very critical and needs to be done for her to have an installation warranty through our companyWhen 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 installedThe floor is now properly strengthenedWe 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 plywoodWe have contacted customer multiple times regarding her projectWe 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 itCustomer still continually calls to ask us the same question and we respond the same way that we cannot continue project without materialThe customer is not understanding that we are not able to complete her six steps until material has arrivedI have personally explained this to customer and have had other employees also contact herShe has multiple contact numbers to reach usThe entire project is completed except for the six steps and kitchenRegarding the completion of her kitchen the customer specifically asked for us not to install her kitchen or take out existing flooring until SeptemberI do have an installer that was with me when customer stated thisPer customers request no the kitchen has not been done yetWe have her scheduled to begin in September as requestedRegarding the lawn, yes there is an area that has turned brownThere is no way to prevent this due to us also being in a drought in CaliforniaI do not believe we are entitled to compensate the customer for her lawn when this a part of nature and just needs to be wateredThe chest drawer was discovered by our installers broken in the closet of one of the customers bedrooms while they were installing baseboardAs described by my three installers that were there, it looked like pieced up wood left in the closetThere was no other furniture in the home at all customer had not moved in home yetAs a courtesy and it being in the way of baseboard installation, my installers had placed the broken wood in her drivewayIt was placed exactly how it already had been found which was damaged and brokenThere 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 seemThey did not cause any damage or further the damage already done when found to this chest drawersCustomer had come to the project site brought the chest of drawers inside and angrily asked my installers who broke itThey informed customer that they had found it broken in a closet upstairs and that they had not damaged the itemCustomer was using foul language and was upset that it was broken stating she needed to buy a new one due to damageMy 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 oneCustomer was asked before they had tried to help her if she would like them to try to fix itCustomer 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 drivewayWe are not in anyway responsible for the damage done to this item as it was found in the condition the customer had saw itWe have apologized to customer via email and phoneWe have proof of emails and phone calls made to the customerThe material will arrive this week and will be in customers home on July 27,In addition, due to the unforeseen additional work needed to be done to strengthen customers subfloor the installation date did changeAgain, this is UNFORESEEN and could not have been known before project had been started