Complaint: ***
I am rejecting this response because:With all due respect to the word “Facts”:We explained to the *** sales rep our preference to keep the existing baseboards due to extensive painting and carpentry required, and why shoemold would look ridiculous in our homeWe were assured by *** sales rep they understood what we wanted and could deliver exactly what we asked forThey promised a precision craftsman cut then proceeded to butcher the baseboards (photos attached)The age of the boards was no factor in their being ruinedAfter our complaints, of course they replaced most of the baseboards they destroyed at no chargeHowever, many areas couldn’t be repaired without extensive additional trim work so we decided to just try to live with itObviously we were aware there would be dustHowever, on the first day their crew did a poor job of taping bookcase/tv area, then turned on their shop vac without the hose connected, filled our beautiful home with dust and laughed about itThey proceeded to leave a mess inside and out every dayThe sales agreement is ambiguous and inaccurate and was verbally modified on many pointsWe were told by the salesman that bags were an estimate based on his expert examination of our home and if it took extra bags, they would cover it. It is true that in the very fine print at the bottom this is spelled outIt is also not what is implied on the agreement and not how the costs were explained by the salesperson when he went over them and told us that the amount we were signing for covered everything on our endThe plumber himself was baffled that he was told to get a check from usNo other contractors sent by *** asked to be paidYes, we knew they couldn’t glue to the existing floor, we only agreed to a floating floor because we were assured that the concrete would be sufficiently leveled prior to installation so that the wood floor wouldn’t move and crack and pop like it does nowOf course *** paid to fix the mistakes they made practicing on our home, and although most of the floor does look good, this has never been the main issueThere are multiple remaining problems because of the poor installation of the floors. We paid for the box and 1/of wood in our garage that is left over from the original installation, which instead of the or days promised, took weeks while we slept on a mattress on the floor in the living room*** *** stood in our home, apologized profusely about the botched installation, offered to do whatever it took to make us satisfiedHe and his two top installers came back and offered completely unacceptable temporary solutions to fix the problems they created, and now *** refuses to offer a reasonable refund so we can pay the reputable contractors we’ve met with do the repairs properly.*** took $of our money and didn’t come close to delivering what they promisedWe wouldn’t have paid 1/that amount for the job they did*** admitted their poor installation has left us with problems they can’t offer a suitable solution to fix and now they won’t give us a refund to cover the cost.We’re so annoyed at having our money held hostage on pretenses that we have started legal proceedings to recover our losses
Regards,
*** ***
however here are the Facts;Owners insisted they didn't want to replace existing baseboards and wanted Wood ran underneath without SHOEMOLD!When existing year old MDF baseboards were not except able after cutting *** *** replaced at NO CHARGE as well as Painted at no chargeOwners
were aware there would be some dust after Constructionbags of Level were included in contract and additional bags were necessary and approved by owner at $per bag as stated in contract*** *** only removes Plumbing Fixtures and is not a Licensed Plumbing Co to reinstall and warranty Stated in contract that owners signedWood Floor is a Floating Installation as original slab is stained concrete and could not be glued Owners were aware of this method and agreed per contractWood Floors look Great along with the New Baseboards! *** *** absorbed the expense of New Base, Paint, Cleaning, Plumber, Additional Wood in garage, Ect in trying to satisfy Owners expectations*** *** will not be held hostage for a Grievance Settlement Demand when they have gone above and beyond to try and satisfy Owners requests.Sincerely,*** ***
Thank you for letting us know about this complaint coming in. I have reached out to [redacted] and am awaiting his response. Since you received this complaint I had been in touch and arranged to have all the work he requested taken care of and the carpet reinstalled. He just sent me a...
note today saying it looked 100% better and thank you for taking care of him.
I was unaware of his complaint until last week when he contacted me directly. As soon as I heard he had an issue I took care of it immediately. I am hoping he may retract his complaint now that we have taken care of the issue but am waiting to hear back from him.
I will keep you posted but please take this as my written response for now within the 3 days as requested.
We have reached a Settlement with the Petersons. The agreement was signed on April 10th, 2017. We have sent a check in the amount of $3,687.50 to settle the dispute.
Complaint: [redacted]
I am rejecting this response because: There was a defect in the original carpet and that was a cause of some of the delay. However, Chase also was responsible for some of the delay by not ordering the carpet when promised and by not showing up for an appt to install. When we agreed to go ahead and choose new carpet from stock, it was with [redacted]' assurance that it was the same or better quality carpet. On paper, maybe it says the stock carpet is a higher level. They are different manufacturers though, so it's not comparing apples to apples. We have asked a couple of times for someone to actually come and look at the two different carpets. You will see that what was installed is lower quality than what we paid for.
Regards,
[redacted]
[redacted],The carpet that you had picked out was a level 2 carpet. I understand there were issues with defects from the material that the vendor supplied. [redacted], our production manager at the time, gave you an option to either wait on the vendor to send the correct material or you could choose...
carpet that we had in stock. Since you wanted this installed before Christmas, you chose to use our stock carpet because you did not want to wait. [redacted] had brought you several options that you could choose from all of which are a level 3 carpet. (That is more expensive than a level 2 that you had originally purchased) You picked one of our stock carpets and had signed off on this carpet to be installed. We let you know that with all the hassle you would not be charged for the upgrade of the carpet.
We received your complaint from Brad [redacted]. As for the payment in full, It is clearly stated in the contract that he signed that total contract price is due on the scheduled date of installation. We have made every effort to resolve the issues with the grout haze on the floor. The sales...
person [redacted] returned again on October 10th with an industrial floor stripper to personally strip and buff his floors. It was explained to Mr. [redacted] that the haze will dissipate after three or four cleanings.
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.
Regards,
[redacted]
Last August, [redacted] Flooring did contract work with [redacted] to replace wood floors and baseboards in her water damaged home. Wood floors were installed and accepted by home owner. T-molds apparently did not meet customers expectations and after reordering were accepted. Tile was installed...
in one small bathroom Customer requested salesman find her a quick inexpensive tile for her powder bath. After installed customer claimed tile looked cheap and from Home Depot. [redacted] Flooring credited and never charged customer for the 35 feet of tile. Baseboards were delivered to job site for contractor to paint prior to installation. [redacted] Flooring was informed baseboards were installed by contractor and a credit was due. [redacted] Flooring attempted to reimburse 100% of the contracted amount of the labor for baseboards. Apparently customers contractor charged 3X the amount [redacted] Floorings contracted amount and there arose the dispute. Our goal is to satisfy each and every customer and our offer of full reimbursement of installation of baseboards remains open of $280.00. [redacted]
As for [redacted] at game run has been resolved. The manufacture is supplying material and chase is paying for labor. We only warranty Installation not material. Warranty for material is up to the vendor.
Complaint: ***
I am rejecting this response because:With all due respect to the word “Facts”:We explained to the *** sales rep our preference to keep the existing baseboards due to extensive painting and carpentry required, and why shoemold would look ridiculous in our homeWe were assured by *** sales rep they understood what we wanted and could deliver exactly what we asked forThey promised a precision craftsman cut then proceeded to butcher the baseboards (photos attached)The age of the boards was no factor in their being ruinedAfter our complaints, of course they replaced most of the baseboards they destroyed at no chargeHowever, many areas couldn’t be repaired without extensive additional trim work so we decided to just try to live with itObviously we were aware there would be dustHowever, on the first day their crew did a poor job of taping bookcase/tv area, then turned on their shop vac without the hose connected, filled our beautiful home with dust and laughed about itThey proceeded to leave a mess inside and out every dayThe sales agreement is ambiguous and inaccurate and was verbally modified on many pointsWe were told by the salesman that bags were an estimate based on his expert examination of our home and if it took extra bags, they would cover it. It is true that in the very fine print at the bottom this is spelled outIt is also not what is implied on the agreement and not how the costs were explained by the salesperson when he went over them and told us that the amount we were signing for covered everything on our endThe plumber himself was baffled that he was told to get a check from usNo other contractors sent by *** asked to be paidYes, we knew they couldn’t glue to the existing floor, we only agreed to a floating floor because we were assured that the concrete would be sufficiently leveled prior to installation so that the wood floor wouldn’t move and crack and pop like it does nowOf course *** paid to fix the mistakes they made practicing on our home, and although most of the floor does look good, this has never been the main issueThere are multiple remaining problems because of the poor installation of the floors. We paid for the box and 1/of wood in our garage that is left over from the original installation, which instead of the or days promised, took weeks while we slept on a mattress on the floor in the living room*** *** stood in our home, apologized profusely about the botched installation, offered to do whatever it took to make us satisfiedHe and his two top installers came back and offered completely unacceptable temporary solutions to fix the problems they created, and now *** refuses to offer a reasonable refund so we can pay the reputable contractors we’ve met with do the repairs properly.*** took $of our money and didn’t come close to delivering what they promisedWe wouldn’t have paid 1/that amount for the job they did*** admitted their poor installation has left us with problems they can’t offer a suitable solution to fix and now they won’t give us a refund to cover the cost.We’re so annoyed at having our money held hostage on pretenses that we have started legal proceedings to recover our losses
Regards,
*** ***
however here are the Facts;Owners insisted they didn't want to replace existing baseboards and wanted Wood ran underneath without SHOEMOLD!When existing year old MDF baseboards were not except able after cutting *** *** replaced at NO CHARGE as well as Painted at no chargeOwners
were aware there would be some dust after Constructionbags of Level were included in contract and additional bags were necessary and approved by owner at $per bag as stated in contract*** *** only removes Plumbing Fixtures and is not a Licensed Plumbing Co to reinstall and warranty Stated in contract that owners signedWood Floor is a Floating Installation as original slab is stained concrete and could not be glued Owners were aware of this method and agreed per contractWood Floors look Great along with the New Baseboards! *** *** absorbed the expense of New Base, Paint, Cleaning, Plumber, Additional Wood in garage, Ect in trying to satisfy Owners expectations*** *** will not be held hostage for a Grievance Settlement Demand when they have gone above and beyond to try and satisfy Owners requests.Sincerely,*** ***
[redacted],
Thank you for letting us know about this complaint coming in. I have reached out to [redacted] and am awaiting his response. Since you received this complaint I had been in touch and arranged to have all the work he requested taken care of and the carpet reinstalled. He just sent me a...
note today saying it looked 100% better and thank you for taking care of him.
I was unaware of his complaint until last week when he contacted me directly. As soon as I heard he had an issue I took care of it immediately. I am hoping he may retract his complaint now that we have taken care of the issue but am waiting to hear back from him.
I will keep you posted but please take this as my written response for now within the 3 days as requested.
[redacted]
[redacted]
Chase Flooring Group
We have reached a Settlement with the Petersons. The agreement was signed on April 10th, 2017. We have sent a check in the amount of $3,687.50 to settle the dispute.
Complaint: [redacted]
I am rejecting this response because: There was a defect in the original carpet and that was a cause of some of the delay. However, Chase also was responsible for some of the delay by not ordering the carpet when promised and by not showing up for an appt to install. When we agreed to go ahead and choose new carpet from stock, it was with [redacted]' assurance that it was the same or better quality carpet. On paper, maybe it says the stock carpet is a higher level. They are different manufacturers though, so it's not comparing apples to apples. We have asked a couple of times for someone to actually come and look at the two different carpets. You will see that what was installed is lower quality than what we paid for.
Regards,
[redacted]
[redacted],The carpet that you had picked out was a level 2 carpet. I understand there were issues with defects from the material that the vendor supplied. [redacted], our production manager at the time, gave you an option to either wait on the vendor to send the correct material or you could choose...
carpet that we had in stock. Since you wanted this installed before Christmas, you chose to use our stock carpet because you did not want to wait. [redacted] had brought you several options that you could choose from all of which are a level 3 carpet. (That is more expensive than a level 2 that you had originally purchased) You picked one of our stock carpets and had signed off on this carpet to be installed. We let you know that with all the hassle you would not be charged for the upgrade of the carpet.
We received your complaint from Brad [redacted]. As for the payment in full, It is clearly stated in the contract that he signed that total contract price is due on the scheduled date of installation. We have made every effort to resolve the issues with the grout haze on the floor. The sales...
person [redacted] returned again on October 10th with an industrial floor stripper to personally strip and buff his floors. It was explained to Mr. [redacted] that the haze will dissipate after three or four cleanings.
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.
Regards,
[redacted]
Last August, [redacted] Flooring did contract work with [redacted] to replace wood floors and baseboards in her water damaged home. Wood floors were installed and accepted by home owner. T-molds apparently did not meet customers expectations and after reordering were accepted. Tile was installed...
in one small bathroom Customer requested salesman find her a quick inexpensive tile for her powder bath. After installed customer claimed tile looked cheap and from Home Depot. [redacted] Flooring credited and never charged customer for the 35 feet of tile. Baseboards were delivered to job site for contractor to paint prior to installation. [redacted] Flooring was informed baseboards were installed by contractor and a credit was due. [redacted] Flooring attempted to reimburse 100% of the contracted amount of the labor for baseboards. Apparently customers contractor charged 3X the amount [redacted] Floorings contracted amount and there arose the dispute. Our goal is to satisfy each and every customer and our offer of full reimbursement of installation of baseboards remains open of $280.00. [redacted]
As for [redacted] at game run has been resolved. The manufacture is supplying material and chase is paying for labor. We only warranty Installation not material. Warranty for material is up to the vendor.
An agreement was reached with [redacted] where we wrote a check on 8/22/15 in the amount of $1,500.00 to settle the dispute. [redacted]
[redacted]