To whom it may concern;
Calloway was contracted for the water damage repair at the building where this customer resides. We worked on several areas of the building, drying and restoring the structural and cosmetic damage caused by the sprinkler head that ruptured due to freezingOne of the suites we were contracted to repair belonged to *** Carolyn ***. She sustained water damage to her bamboo flooring which required the floor to be replacedThe building owners’ insurance company agreed and approved the flooring to be replaced in *** ***’s unit
Calloway came in and covered all of her contents, HVAC vents, removed the flooring & removed the glue in preparation for the new flooring to be installed throughout her unit
Calloway typically hires a subcontractor that specializes in flooring installation for projects of this typeThe original company that installed the flooring was asked to come back to fix a few problemsSome of the challenges include scratch in the floor from someone sliding a hammer on it during the installation process, a color variance in boards, and “squishiness”/hollow sounds. The subcontractor came back to correct these issues and the customer still wasn’t satisfiedThey came back again and they ended up walking off the job and not returning due to the way they were being talked to by the customer I met both *** *** and the owner of the flooring company onsite to address these issues at a later date
The original company told us they weren’t going back to complete additional work due to the way they were treated by the *** and found it best fit that they don’t return to the project. We hired a second company to correct the issues related to the customer’s complaints They went in and fixed the mistakes per our discussion with *** ***. The customer then asked for them to come back and fix additional areas. This required additional flooring which wasn’t currently in stock and caused delays. Once the new flooring arrived they resumed work to remove & replace the necessary flooring. At this point our second subcontractor refused to go back to the property for the same reason the first company did, stating they were being treated very rudely and disrespectfullyWe then had to a hire a third flooring company. Our third subcontractor was able to complete the project to the satisfaction of *** ***.
We feel that some of the issues that the customer had were legitimate, and we took the necessary steps to rectify those issues as quickly as possible. The remaining concerns referenced by the customer were mostly issues that Calloway wasn’t directly liable for. However, we addressed these issues in an attempt to appease the customer as a show of good faith and our commitment to customer service We didn’t pour the gyp-crete flooring and couldn’t be held responsible for the floors not being level for adhesion. The glue used for the flooring will cure at it’s “natural pace”. While we would like this to be as quick as possible there is nothing that can be done to speed up this process that doesn’t have the potential to cause damage or installation issues. The variance in the color of the flooring is to be expected and is manufactured this way as no piece is identical to the next.
Scrapes/Scratches:
The boards were removed and replaced
Squishiness:
The glue hadn’t set up fully behind the boards and wasn’t totally cured We replaced the boards that she said were squishy and received phone calls the next day saying the boards were still squishy It was from the glue not 100% cured yet
Hollow Sounds:
The building’s floor is made of gyp-crete There are minor height variations on the floor due to it being poured as slurry Where you would knock on the floor and hear a hollow sound is because the floor height variation under the board causing a difference in glue adhesion You use a trial to apply the glue and it lays it as a specific height consistently so if there is variation in the floor, which a pre-existing condition, it there will be variation on where the glue sticks to the back of the board
Color Difference:
The customer went through her unit picking out specific boards that she did not like and wanted us to remove them and replace them The product is a natural bamboo which has many shades in its various colors It is a natural bamboo with a clear coat, so any color the wood has in its natural environment will be the board color when it’s milled and stained with the clear coat. I took *** *** out in the common area of the building and showed her many boards where the colors were different (dark, light, darker, lighter, etc.) We ordered the exact same floor that was already installed and we laid it as it came. We were being blamed for an appearance problem that she didn’t like in some of the natural bamboo boards that had nothing to do with us We feel that we did our best in attempting to make the client happy
Different size boards:
We made our initial order for the flooring project and used 98% of that flooring when we installed the flooring the 1st time. We had to purchase additional flooring to fix the issues pointed out by our customer After waiting a period of time for the flooring to arrive, the bamboo we received was milled to a very slightly different size than what we previously received Consequently, when we went to install the new bamboo boards they were slightly too small and therefore they were not able to be installed We had to return the flooring to the distributer, have the distributer reorder that flooring and wait for a new batch to come in
Warranty:
The customer requested that I meet with her and bring the warranty paperwork with me I let the customer know that I had a meeting at the building on August 28, and I could meet her then She responded stating she was busy that day and would be unable to meet with me. She requested I simply drop off the warranty paperwork at that time under the door to her unit I emailed the warranty documents to her on August 27, 2014, explaining since I wouldn’t see her I chose to send it via email I was able to confirm it was delivered and received She responded on 9/2/and requested that a date be changed on the paperworkThe correction was made and the email was then resent to herOn 9/4/I received an email from the customer stating “thanks!”
Compensation:
The customer gave me receipts for sticky pads and a *** Window piece totaling $ I turned those into my accounts payable department and a check was cut and sent on 5/14/ I knew of one light fixture that had a piece ***ing from it I explained that I need a receipt for the particular item in order to compensate herThere was another light fixture which had a “dangly” piece ***ing. This piece was located and was laid on the countertop for her. I am unaware of a wicker basket being damaged I was told the one fixture was approximately $but I have not received a receipt for this to furnish any paymentWe are willing to compensate our customer for any personal property we may have damaged once a receipt is provided to us
I would be more than willing to discuss this claim in further detail if it would help either the Revdex.com or our customer in hopes of resolving the matter. As I have stated before, customer service is the biggest concern for our team here at Calloway
Sincerely,
James Calloway
President
IICRC CERTIFIED:
WRT, ASD, FRST, AMRT,
OCT, HST, CCT, RRT
Calloway Cleaning & Restoration
Tamarco Dr
Cincinnati, OH
###-###-#### O
###-###-#### C
###-###-#### F
www.CallowayClean.com
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
Hi Revdex.com,
Although I did experience extreme inconvenience and poor workmanship, I simply want to be reimbursed for the chandelier and basket damage and Calloway to honor their one-year warranty…. As I still have boards with issues.
Since James presented issues incorrectly, below is a brief explanation of the work on my floors.
One section of my floor was worked on at least times*** *** called the section CATIEWAMPUSIt was mushy, uneven, had scratches and hammer marksAt one point, *** cut little inch boards as insertsThey weren’t even close to the size of the other boardsFinally, I told Calloway they had to get expert floor people*** and *** *** , ***, met at my condo and checked out the floor. *** sent two workers who completed the project in less than a dayThey didn’t have to level the floor at allThe workers showed me the boards Calloway had installedSections had no glue on the boards
Another horror story was the section outside my bathroom. It was uneven and the boards floatedI was told it was a water problemThey pulled up the boards and check it out. At that point I was told *** had used the wrong kind of glue.
I could I could go on and onI filed the complaint to get reimbursed for damage to both of my chandeliers and a large wicker basket*** kept using the basket to put weight on the sections he had just gluedI had explained he shouldn’t pick up the basket by the handlesThe weight of the basket would rip the handles. One handle is now ripped from the basket.
I’m also attaching photos of the floor showing sections that weren’t glued, scratched, hammer marked boards, and *** set up to install the inch boards.
Thank you!
Below (attached)is a stream of emails that I had sent to Calloway’s, *** *** and James, starting on July
The emails show that I repeatedly asked for my reimbursement and one year warranty. It took James until September to send the one-year warranty with the correct finish date.
Regards,
*** ***
We have provided [redacted] with the requested warranty and are willing to discuss reimbursement, however we are in need of receipts or other documentation in order to proceed. Additionally, we have contacted [redacted] to take care of the floor board issues. If [redacted] can contact us with the necessary information we hope to be able to resolve this matter shortly. Thank you.
I have not heard from Calloway. They sent a one year warranty a bit ago with the wrong completion date. I pointed that out and they sent one with the right date. I have...
not heard anything about reimbursing me for the damage they did to my furnishings.
Revdex.com:
At this time, I have received a copy of the one year warranty from Calloway. Nothing else from Calloway Cleaning & Restoration Inc. regarding complaint ID [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as they do pay the reimbursement. I will be out of town from early tomorrow morning for a week. I will send them the receipts when I get back in town.
Thank you!
[redacted]
To whom it may concern;
Calloway was contracted for the water damage repair at the building where this customer resides. We worked on several areas of the building, drying and restoring the structural and cosmetic damage caused by the sprinkler head that ruptured due to freezingOne of the suites we were contracted to repair belonged to *** Carolyn ***. She sustained water damage to her bamboo flooring which required the floor to be replacedThe building owners’ insurance company agreed and approved the flooring to be replaced in *** ***’s unit
Calloway came in and covered all of her contents, HVAC vents, removed the flooring & removed the glue in preparation for the new flooring to be installed throughout her unit
Calloway typically hires a subcontractor that specializes in flooring installation for projects of this typeThe original company that installed the flooring was asked to come back to fix a few problemsSome of the challenges include scratch in the floor from someone sliding a hammer on it during the installation process, a color variance in boards, and “squishiness”/hollow sounds. The subcontractor came back to correct these issues and the customer still wasn’t satisfiedThey came back again and they ended up walking off the job and not returning due to the way they were being talked to by the customer I met both *** *** and the owner of the flooring company onsite to address these issues at a later date
The original company told us they weren’t going back to complete additional work due to the way they were treated by the *** and found it best fit that they don’t return to the project. We hired a second company to correct the issues related to the customer’s complaints They went in and fixed the mistakes per our discussion with *** ***. The customer then asked for them to come back and fix additional areas. This required additional flooring which wasn’t currently in stock and caused delays. Once the new flooring arrived they resumed work to remove & replace the necessary flooring. At this point our second subcontractor refused to go back to the property for the same reason the first company did, stating they were being treated very rudely and disrespectfullyWe then had to a hire a third flooring company. Our third subcontractor was able to complete the project to the satisfaction of *** ***.
We feel that some of the issues that the customer had were legitimate, and we took the necessary steps to rectify those issues as quickly as possible. The remaining concerns referenced by the customer were mostly issues that Calloway wasn’t directly liable for. However, we addressed these issues in an attempt to appease the customer as a show of good faith and our commitment to customer service We didn’t pour the gyp-crete flooring and couldn’t be held responsible for the floors not being level for adhesion. The glue used for the flooring will cure at it’s “natural pace”. While we would like this to be as quick as possible there is nothing that can be done to speed up this process that doesn’t have the potential to cause damage or installation issues. The variance in the color of the flooring is to be expected and is manufactured this way as no piece is identical to the next.
Scrapes/Scratches:
The boards were removed and replaced
Squishiness:
The glue hadn’t set up fully behind the boards and wasn’t totally cured We replaced the boards that she said were squishy and received phone calls the next day saying the boards were still squishy It was from the glue not 100% cured yet
Hollow Sounds:
The building’s floor is made of gyp-crete There are minor height variations on the floor due to it being poured as slurry Where you would knock on the floor and hear a hollow sound is because the floor height variation under the board causing a difference in glue adhesion You use a trial to apply the glue and it lays it as a specific height consistently so if there is variation in the floor, which a pre-existing condition, it there will be variation on where the glue sticks to the back of the board
Color Difference:
The customer went through her unit picking out specific boards that she did not like and wanted us to remove them and replace them The product is a natural bamboo which has many shades in its various colors It is a natural bamboo with a clear coat, so any color the wood has in its natural environment will be the board color when it’s milled and stained with the clear coat. I took *** *** out in the common area of the building and showed her many boards where the colors were different (dark, light, darker, lighter, etc.) We ordered the exact same floor that was already installed and we laid it as it came. We were being blamed for an appearance problem that she didn’t like in some of the natural bamboo boards that had nothing to do with us We feel that we did our best in attempting to make the client happy
Different size boards:
We made our initial order for the flooring project and used 98% of that flooring when we installed the flooring the 1st time. We had to purchase additional flooring to fix the issues pointed out by our customer After waiting a period of time for the flooring to arrive, the bamboo we received was milled to a very slightly different size than what we previously received Consequently, when we went to install the new bamboo boards they were slightly too small and therefore they were not able to be installed We had to return the flooring to the distributer, have the distributer reorder that flooring and wait for a new batch to come in
Warranty:
The customer requested that I meet with her and bring the warranty paperwork with me I let the customer know that I had a meeting at the building on August 28, and I could meet her then She responded stating she was busy that day and would be unable to meet with me. She requested I simply drop off the warranty paperwork at that time under the door to her unit I emailed the warranty documents to her on August 27, 2014, explaining since I wouldn’t see her I chose to send it via email I was able to confirm it was delivered and received She responded on 9/2/and requested that a date be changed on the paperworkThe correction was made and the email was then resent to herOn 9/4/I received an email from the customer stating “thanks!”
Compensation:
The customer gave me receipts for sticky pads and a *** Window piece totaling $ I turned those into my accounts payable department and a check was cut and sent on 5/14/ I knew of one light fixture that had a piece ***ing from it I explained that I need a receipt for the particular item in order to compensate herThere was another light fixture which had a “dangly” piece ***ing. This piece was located and was laid on the countertop for her. I am unaware of a wicker basket being damaged I was told the one fixture was approximately $but I have not received a receipt for this to furnish any paymentWe are willing to compensate our customer for any personal property we may have damaged once a receipt is provided to us
I would be more than willing to discuss this claim in further detail if it would help either the Revdex.com or our customer in hopes of resolving the matter. As I have stated before, customer service is the biggest concern for our team here at Calloway
Sincerely,
James Calloway
President
IICRC CERTIFIED:
WRT, ASD, FRST, AMRT,
OCT, HST, CCT, RRT
Calloway Cleaning & Restoration
Tamarco Dr
Cincinnati, OH
###-###-#### O
###-###-#### C
###-###-#### F
www.CallowayClean.com
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
Hi Revdex.com,
Although I did experience extreme inconvenience and poor workmanship, I simply want to be reimbursed for the chandelier and basket damage and Calloway to honor their one-year warranty…. As I still have boards with issues.
Since James presented issues incorrectly, below is a brief explanation of the work on my floors.
One section of my floor was worked on at least times*** *** called the section CATIEWAMPUSIt was mushy, uneven, had scratches and hammer marksAt one point, *** cut little inch boards as insertsThey weren’t even close to the size of the other boardsFinally, I told Calloway they had to get expert floor people*** and *** *** , ***, met at my condo and checked out the floor. *** sent two workers who completed the project in less than a dayThey didn’t have to level the floor at allThe workers showed me the boards Calloway had installedSections had no glue on the boards
Another horror story was the section outside my bathroom. It was uneven and the boards floatedI was told it was a water problemThey pulled up the boards and check it out. At that point I was told *** had used the wrong kind of glue.
I could I could go on and onI filed the complaint to get reimbursed for damage to both of my chandeliers and a large wicker basket*** kept using the basket to put weight on the sections he had just gluedI had explained he shouldn’t pick up the basket by the handlesThe weight of the basket would rip the handles. One handle is now ripped from the basket.
I’m also attaching photos of the floor showing sections that weren’t glued, scratched, hammer marked boards, and *** set up to install the inch boards.
Thank you!
Below (attached)is a stream of emails that I had sent to Calloway’s, *** *** and James, starting on July
The emails show that I repeatedly asked for my reimbursement and one year warranty. It took James until September to send the one-year warranty with the correct finish date.
Regards,
*** ***
At this time, I have not been contacted by Calloway concerning this matter.
Regards,
[redacted]
We have provided [redacted] with the requested warranty and are willing to discuss reimbursement, however we are in need of receipts or other documentation in order to proceed. Additionally, we have contacted [redacted] to take care of the floor board issues. If [redacted] can contact us with the necessary information we hope to be able to resolve this matter shortly. Thank you.
James Calloway
[redacted]
###-###-####
Hi,
I have not heard from Calloway. They sent a one year warranty a bit ago with the wrong completion date. I pointed that out and they sent one with the right date. I have...
not heard anything about reimbursing me for the damage they did to my furnishings.
Thanks!
Revdex.com:
At this time, I have received a copy of the one year warranty from Calloway. Nothing else from Calloway Cleaning & Restoration Inc. regarding complaint ID [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as they do pay the reimbursement. I will be out of town from early tomorrow morning for a week. I will send them the receipts when I get back in town.
Thank you!
[redacted]