CMH Flooring

This installation was done in May 2019. This is an older condo and the pipes were fragile and there was a leak when trying to turn the valve on. The toilet was reset. A hole was cut in the sheetrock as we did make the repair to the pipe as to not flood the condo or the surrounding condos. The communication at that time to the customer was that we would not be able to install the second toilet for fear this would happen again. It was also discussed that we are flooring installers and do not do sheetrock, so a sheetrock person would need to repair the hole. There was never a promise of a refund as this was something that was not something we did on purpose. The 15 sf of flooring that was not installed on the original install date was due to the fact that the flooring we installed was being installed over the existing tile flooring as the customer wished to do to save the rip up fee. There was no clearance for the door to open as a result and the customer said he would contact us when he replaced the door so we could return to put the last bit of flooring in. We did not hear from the customer from May to now and he texted and asked us to come finish the floor. An appointment was agreed upon but our installer had an emergency and could not make the hour drive out to complete the work that day. There was another text from the customer that was missed and now this is the next communication we have received on this or from the customer. We have attempted to contact him everyday since this complaint came over so we can set the appointment to install the last of the floor but the customer has not responded. We are more than happy to complete the flooring but will need confirmation that someone will be there as this project is not in our area and is an hour away. We understand from this complaint that the customer is looking for $500. He was charged $65 to remove the toilet that was not reinstalled of which we'd be happy to refund. If he does not want us to complete the flooring and he has someone else install, this will void our warranty as we will not be able to guarantee the work someone else does that ties directly to our installation. The 15 sf of labor at $1.85 per ft. is $27.75 of which we would be happy to refund if he chooses not to have us back out. The age and fragility of the pipes is not something we can control and sometimes our customers end up having to get a plumber to reset toilets if an issue arrises. We would agree to refund $50 for the patch to the drywall if needed. This was something that could not be avoided in order to not flood the condo. Again, something beyond our control but we took care of the pipe repair with no additional charge to the customer. Please let us know if you need any further information.

It appears from the customer's response that he'd like to have the floor completed and states that he will reach out to schedule. We will wait for his communication to get the work scheduled.