Chavela M. Esparza Insurance Agency

Initial Business Response /* (1000, 5, 2015/12/02) */
Contact Name and Title: Carla [redacted], Pres.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@eawifi.com
Revdex.com CASE#: XXXXXXXX
We apologize for the consumers dissatisfaction of her stairs. We have been working with her to achieve that goal...

of customer satisfaction at the time that this complaint was filed.
Installation of the luxury vinyl tile was done in the living room, master bedroom, bedroom #2, hallway, bath and steps on October 14th-16th with an additional bathroom added on and scheduled for installation on November 6th along with installation of an additional trim piece that was needed for the steps. The consumer seemed to be pleased with the installation after completion in October and did not mention the concern about the stairs till Monday, Nov. 9th. At that time we immediately set up an appointment for Thursday Nov. 12th to observe her complaint and discuss her concern. In observation of the stairs we have noticed that there indeed was some loose stairnoses and that the luxury vinyl tile on the stair riser was in need of trimming and more adhesive. Also, pointed out to us by the consumerwas that underneath or the bottom side of each step was unfinished and over-sprayed with white paint. Previously the stairs was covered by carpet which hid the painted wood on the underside of each step and now it is visible when laying down looking up the stairs. As mentioned to the consumer, carpet is most generally the flooring of choice when it comes to stairs in a residential home, but luxury vinyl tile can be placed on steps as well. In the past we have installed a variety of hard surface material on steps, but hardly ever is the underneath side of each step covered in the material. I am sorry if there was a misunderstanding about putting hard surface on steps. As far as not touching up paint that is not usually done or required to be done by the flooring installer.
With the approval of the consumer we scheduled our second appointment for Nov. 24th to reapply adhesive to the stairnose, fix the luxury vinyl tile on the risers that was loose and we also offered to paint the wood underneath each step and touch up along the risers with paint instead of using a sharpie to cover up the wood like the consumer suggested. Unfortunately, we was unable to complete the repair on this day due to needing a certain tool for the replacement of the vinyl on the risers and more adhesive. We was also wanting to apply another coat of paint underneath the steps which which another trip would have been required to do that anyways.
Our third appointment, where we was going to complete the repair was set for December 1st. This was cancelled by the consumer on November 30, 2015. At that time she also informed us that she was going to proceed in getting another quote to have them redone.
I understand the consumers concern and frustration, but we have been trying to work with her to achieve completion and customer satisfaction. Unfortunately we have not been given this opportunity to finish the repair, but instead the consumer is requesting a deduction from the bill.
OFFER:
Wanting to accommodate the consumers wishes we will agree to refund the money for the material, sales tax ($870.51) and for the labor that we did off of her outstanding invoice. We will also remove the flooring from her steps since she is unhappy with the finished product and is wanting a refund for. This will save her that extra expense for that removal from another company that she desires to seek as well.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unclear as to the exact dollar amount of the deduction from my bill being proposed. I refuse the offer to remove the materials from my staircase, as I don't want anyone from K and N coming back into my home.
Final Business Response /* (4000, 12, 2015/12/07) */
Contact Name and Title: Carla [redacted], Pres.
After correspondence with the Revdex.com, it is my understanding that the consumer has accepted the refund offer for material & labor, but refuses to have the flooring on the steps removed.

I am regretful that we were never given the opportunity nor reason as to why we was not allowed to keep that final repair appointment to complete the steps. However, I am thankful the consumer is satisfied with the work done in the other rooms and hallway, and I wish her the best on achieving the completion that she is seeking.
OFFER:
I will honor the consumers request for the refund and absorb the loss for the material and labor. The outstanding invoice will be mailed to the consumer instantaneously reflecting the credit and no flooring removal.
Final Consumer Response /* (2000, 15, 2015/12/08) */
Spoke with the Ms. [redacted] she accepts the offer refund of $870. 51 please deduct from my bill.