We completed over SF of wood installation for Ms*** and a small amount of tileWe were sent a defective box of wood
which we re-orders and the wrong grout color that was installedWe remedied both situations quickly and I personally communicated
with Ms*** in order to schedule all
four appointments(two original installations, and two repair installations)
I also apologized personally to her for the defective box of wood and the grout color on the phone when re-scheduling the appointmentsHow is this a lack
of communication?
When the ***s signed their agreement it states clearly 50% down, 50% upon completionWhen the job was
through we have record of sending three emails and two phone calls to notify the ***s that their
balance was dueNot one of these emails was in any way rude or offensive
Our discussions with Ms*** were always positive and I personally thought she was very nice and flexible
about her delays, in which I thanked her when doing all her scheduling(not sure why she does not remember that)
It wasn't until we reached out to collect the balance that the tone of our communications became negative
Ms*** then complained of the outcome of the color of her wood in which I politely explained is a dye lot
difference from the manufShe then complained that her husband had to pick up empty cups and there was
dust
Our installer *** *** does not agree that we left any cups or dirty areasHe says there were a team of painters
also on site that may have not cleaned up their area
Ms*** also complained about the cost of the prep and float, which I also replied with a polite email explaining
that there are some***es changes based on hidden situationsOur contract clearly states "minimal floatThey pulled
their own tile and we had to repair their sub-floor in order to install the wood correctlyA lot of companies would
not have spent the ***e to properly smooth and prep a slabWe fairly charge $per bag which included the labor a
and materialOur installation team spent a whole day just prepping the slab
Ms*** then also told the salesperson on the job that she didn't appreciate "being hassled" for her balance
even though she knew full well the job was done and that "her and her husband were going to wait around
until we contacted them"All we had to do was install one box of wood and re-color groutI scheduled those with
herHow could she not know that would not be finished and be offended that we were merely trying to collect our balance?
This is unethical and a breach of our written agreement, and I have every right to ask for money when I have paid for all the materials
and labor on a job, and the installation quality is exactly as promisedI have a family and costs of business to contend with
I sent a email to *** in response to a Ms*** saying I was "hassling them", I took
offense and called Ms*** a nut in an email to my salesperson per my frustrationShe somehow obtained
that email
That was wrong of me and I do apologize for that, it was not professionalI let my emotions
get the better of meIt meant no offense as I don't know Ms*** personallyIt really
was an expression of frustration and an attempt at releasing my frustrations with humor
I hope the ***s will re-consider our services and refer back to their written contractWe provided
the material they chose and installed it with precisionWe remedied problems without question, (even
though they were supplier errors), and they have
two beautiful new floorsI will learn from this situation and try harder to enforce our
salespeople to "manage" their jobs closer
Complaint: ***
I am rejecting this response because: there are many errors in Mr***'s response, I have paid all the monies owed within a ***ely fashion, and have not received a formal apology from Mr***
To be clear, I felt making this complaint was necessary as I never received an adequate apology from Mr*** regarding his email I have never made a complaint about a business before, so this is a rather big deal for me I am not asking for a refund or anything other than a true apology Obviously, I did not find humor in his email and have shed tears regarding what he wrote Regardless of the semantics of "communication" or "contracts" this goes well beyond the aspects of typical business and has affected me emotionally I would like Mr*** to understand that I am really hurt by what he wrote and am appalled that as a business manager he cannot control his emotions or apologize that he made any errors I too have a family and bills to pay and spent almost half of my remodel budget on floors through his company I cannot believe I am being treated in such an aggressive fashion
Also, to be fair, I need to address a few things he feels are correct that are not:
He never apologized to me over the phone I believe he once said "Wow, you're really having difficulty getting the right materials from us." Or something to that affect And, Yes, I am usually a VERY kind and patient person I did feel that his email to me on the 29th was aggressive and thus, I took an aggressive response
I only received two emails on the 29th and one phone call regarding payment, all within one hour This was the first day I received an invoice from the company The company should send an appropriate invoice when they expect payment If they expected payment on the 24th, then I would have needed an invoice and would have absolutely paid that day I have completed many remodeling projects and worked with many contractors (past and present) and have always received an invoice via email or in paper when they expect payment
To address the install: (And, I hate to even get into these specifics, but, Mr*** needs to know the truth.) After the project was left unfinished there was a Gatorade bottle left in my dining room, a large cup left on the window sill of my kitchen and two cups left in my garage There is an area of hardened concrete left on my driveway (not present before the wood install) There was a bag of trash left on my porch The floors were not cleaned when finished and left dirty I had to pull the tape off the floors and remove the small pieces of wood left along the edges
Mr*** did not call me to schedule most of my install I had to deal with *** most of the ***e In looking back through my emails to them, I discovered: I had to contact (email) *** to schedule the install, to schedule the grout change and to schedule the final finish of my project I was proactive in scheduling those items He never contacted me first
I hope that Mr*** will learn from this experience I am saddened by the end result of this process and do not want to damage MsMiller's business Again, I spent a large amount of money with this company and cannot believe that I am being treated so aggressively by Mr***
Regards,
*** ***
We completed over SF of wood installation for Ms*** and a small amount of tileWe were sent a defective box of wood
which we re-orders and the wrong grout color that was installedWe remedied both situations quickly and I personally communicated
with Ms*** in order to schedule all
four appointments(two original installations, and two repair installations)
I also apologized personally to her for the defective box of wood and the grout color on the phone when re-scheduling the appointmentsHow is this a lack
of communication?
When the ***s signed their agreement it states clearly 50% down, 50% upon completionWhen the job was
through we have record of sending three emails and two phone calls to notify the ***s that their
balance was dueNot one of these emails was in any way rude or offensive
Our discussions with Ms*** were always positive and I personally thought she was very nice and flexible
about her delays, in which I thanked her when doing all her scheduling(not sure why she does not remember that)
It wasn't until we reached out to collect the balance that the tone of our communications became negative
Ms*** then complained of the outcome of the color of her wood in which I politely explained is a dye lot
difference from the manufShe then complained that her husband had to pick up empty cups and there was
dust
Our installer *** *** does not agree that we left any cups or dirty areasHe says there were a team of painters
also on site that may have not cleaned up their area
Ms*** also complained about the cost of the prep and float, which I also replied with a polite email explaining
that there are some***es changes based on hidden situationsOur contract clearly states "minimal floatThey pulled
their own tile and we had to repair their sub-floor in order to install the wood correctlyA lot of companies would
not have spent the ***e to properly smooth and prep a slabWe fairly charge $per bag which included the labor a
and materialOur installation team spent a whole day just prepping the slab
Ms*** then also told the salesperson on the job that she didn't appreciate "being hassled" for her balance
even though she knew full well the job was done and that "her and her husband were going to wait around
until we contacted them"All we had to do was install one box of wood and re-color groutI scheduled those with
herHow could she not know that would not be finished and be offended that we were merely trying to collect our balance?
This is unethical and a breach of our written agreement, and I have every right to ask for money when I have paid for all the materials
and labor on a job, and the installation quality is exactly as promisedI have a family and costs of business to contend with
I sent a email to *** in response to a Ms*** saying I was "hassling them", I took
offense and called Ms*** a nut in an email to my salesperson per my frustrationShe somehow obtained
that email
That was wrong of me and I do apologize for that, it was not professionalI let my emotions
get the better of meIt meant no offense as I don't know Ms*** personallyIt really
was an expression of frustration and an attempt at releasing my frustrations with humor
I hope the ***s will re-consider our services and refer back to their written contractWe provided
the material they chose and installed it with precisionWe remedied problems without question, (even
though they were supplier errors), and they have
two beautiful new floorsI will learn from this situation and try harder to enforce our
salespeople to "manage" their jobs closer
Complaint: ***
I am rejecting this response because: there are many errors in Mr***'s response, I have paid all the monies owed within a ***ely fashion, and have not received a formal apology from Mr***
To be clear, I felt making this complaint was necessary as I never received an adequate apology from Mr*** regarding his email I have never made a complaint about a business before, so this is a rather big deal for me I am not asking for a refund or anything other than a true apology Obviously, I did not find humor in his email and have shed tears regarding what he wrote Regardless of the semantics of "communication" or "contracts" this goes well beyond the aspects of typical business and has affected me emotionally I would like Mr*** to understand that I am really hurt by what he wrote and am appalled that as a business manager he cannot control his emotions or apologize that he made any errors I too have a family and bills to pay and spent almost half of my remodel budget on floors through his company I cannot believe I am being treated in such an aggressive fashion
Also, to be fair, I need to address a few things he feels are correct that are not:
He never apologized to me over the phone I believe he once said "Wow, you're really having difficulty getting the right materials from us." Or something to that affect And, Yes, I am usually a VERY kind and patient person I did feel that his email to me on the 29th was aggressive and thus, I took an aggressive response
I only received two emails on the 29th and one phone call regarding payment, all within one hour This was the first day I received an invoice from the company The company should send an appropriate invoice when they expect payment If they expected payment on the 24th, then I would have needed an invoice and would have absolutely paid that day I have completed many remodeling projects and worked with many contractors (past and present) and have always received an invoice via email or in paper when they expect payment
To address the install: (And, I hate to even get into these specifics, but, Mr*** needs to know the truth.) After the project was left unfinished there was a Gatorade bottle left in my dining room, a large cup left on the window sill of my kitchen and two cups left in my garage There is an area of hardened concrete left on my driveway (not present before the wood install) There was a bag of trash left on my porch The floors were not cleaned when finished and left dirty I had to pull the tape off the floors and remove the small pieces of wood left along the edges
Mr*** did not call me to schedule most of my install I had to deal with *** most of the ***e In looking back through my emails to them, I discovered: I had to contact (email) *** to schedule the install, to schedule the grout change and to schedule the final finish of my project I was proactive in scheduling those items He never contacted me first
I hope that Mr*** will learn from this experience I am saddened by the end result of this process and do not want to damage MsMiller's business Again, I spent a large amount of money with this company and cannot believe that I am being treated so aggressively by Mr***
Regards,
*** ***