Carrington House

I spoke to the consumer on May 4th and she has agreed to have the floor inspected by a 3rd party independent inspector, licensed by the state of CaliforniaHe inspected her home Monday, May 8th, for manufactoring defects or a faulty installationWe will have the inspection report back by next week and will find a mutual resolution with the consumer based on the inspectors findingsThe consumer is aware of this and has verbally agreed to thisOnce we have the results and have come to a mutual agreement, I will update this complaint

In response to *** *** complaintWe did have to repair her trim on her stair on separate occasions after she notified us that were coming loose on one of the steps
I received another call from *** *** that she had damaged the vinyl by dropping a mug on the floorI gave her a price
of what it would be to repair so she can discuss with her friend in regards to having her pay for the damageI'm not aware of any other issues after thatWe stand behind our product and do not make claims that a floor is in-destructible
Sincerely,
*** *** ***

Complaint: ***I am rejecting this response because: I have numerous emails detailing the gaps in the planks, the additional bullnose strips that came off the stairs and the warping of the floor planksI took pictures and sent themI have tried to schedule the repairs numerous timesOne time the repair man came and immediately left because he didn't have enough time to do the repair, and told me I needed to schedule*** to come out and give a more proper work orderI called and left numerous messagesI started communicating only through email so I had a record of what was communicated*** never came out and the proper repair was never scheduledI escalated my frustration the owner of the floor store and he assigned my complaint to*** supervisor,*** *** *** came out and promised to order the appropriate material and fix all of my problem after the material came in, in about "weeks"I never heard from her or anyone from the floor store since then, about months ago* *** called me yesterday in response to my Revdex.com complaint and said that *** had put a note in my file from December of that the material to match my floor was no longer availableShe should have informed me immediately to driscuss other options.*** also stated that he would like to file a claim since the floor was failingI'm not interested in a warranty claim anymoreI would have been a year ago, but not anymoreThe stair bull nosed planks continue to come upI am thoroughly embarrassed when clients, family, and parents of my children's friends come overI have gone through holiday dinners with my stairs in a torn up conditionI recently replaced my refrigerator and found a large gap in flooring behind the refrigeratorI want this floor taken up and I want my money backI will not settle for anything less.Sincerely,*** ***

I spoke to the consumer on May 4th and she has agreed to have the floor inspected by a 3rd party independent inspector, licensed by the state of California. He inspected her home Monday, May 8th, for manufactoring defects or a faulty installation. We will have the inspection report back by next week and will find a mutual resolution with the consumer based on the inspectors findings. The consumer is aware of this and has verbally agreed to this. Once we have the results and have come to a mutual agreement, I will update this complaint.

Complaint: [redacted]I am rejecting this response because: I agreed to allow the floor store to send over an inspector to inspect for manufacturer defects as a minor course of action that should have been done a year ago. I never stated that this was the satisfactory response to their lack of quality craftsmanship or lack of customer service. Oh  I hope to find a resolution that is beneficial to me, however I am in no way stating ahead of time that I will be satisfied until we get the inspection report and The Floor Store actually follows through with any promises made. 
 
 
 
 
Sincerely,Randalyn Rogen

My name is[redacted] and I am the General Manager of The Floor Store in [redacted]
We recently received a complaint letter from The Revdex.com in c/o [redacted]
 
I wanted to reach out to let you know that we have been in communication with her and have given her...

several options and one of them being to have her select a new floor.
This has taken a bit of time as we have to follow the proper steps with regards to our product manufacturer having to perform an inspection.
 
I just spoke with [redacted] this morning and she came in this past Saturday to see if she can find another product.
 
Should you have any questions please feel free to reach out at any time.
 
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