Copake Camping Resort

Revdex.com:Re:complaint ID [redacted] While I still dispute MrM***'s version of the circumstances leading to my flooring damage (ie the letter from [redacted] ? DOES raise the possibility of? inappropriate flooring installation and my dogs do NOT? "relieve" themselves in my house) I am willing to put that aside as Projan is now acting in a professional manner by taking responsibility and addressing the situation.? As there were issues with the installation previously, we would like to know who will be performing the installation this time.? Will Projan subcontract this work to a flooring company?? We are willing to work with Projan on the replacement materials from [redacted] or Lowes in the price range previously provided as suggested in the response.? In addition, we are fine with the 4-week timeframe referenced in the response.? I ask that Rita M from Projan please coordinate all of? this with my wife (copied on this E-mail) as it's our plan to actively oversee the replacement activities this time.Thank you to Projan for not letting this devolve into an even worse situation and reaching to a satisfactory conclusion Regards, [redacted] ***

Revdex.com:Re:complaint ID [redacted] While I still dispute MrM***'s version of the circumstances leading to my flooring damage (ie the letter from [redacted] DOES raise the possibility of inappropriate flooring installation and my dogs do NOT "relieve" themselves in my house) I am willing to put that aside as Projan is now acting in a professional manner by taking responsibility and addressing the situationAs there were issues with the installation previously, we would like to know who will be performing the installation this time Will Projan subcontract this work to a flooring company? We are willing to work with Projan on the replacement materials from [redacted] or Lowes in the price range previously provided as suggested in the response In addition, we are fine with the 4-week timeframe referenced in the response I ask that Rita M from Projan please coordinate all of this with my wife (copied on this E-mail) as it's our plan to actively oversee the replacement activities this time.Thank you to Projan for not letting this devolve into an even worse situation and reaching to a satisfactory conclusion Regards, [redacted] ***

We regret that this incident has gone this far? There are a few facts that are misrepresented in this email.Our COST for the flooring, materials only, was $per square footGenerally speaking, our installers do not have an idea of what materials costI have an original invoice from the flooring company from that date, which clearly states that the flooring only, was $1.99/footI am not sure why an installer would have discussed something that he could not have known, and I apologize as this seems to be a large part of the disgruntlement on the part of the homeowner.? As the homeowner is aware, they have gotten a brand new estimate, years later, of $2.59/ per foot, from [redacted] ***So the flooring prices are not that far off.The ESTIMATE, which is where they are getting the "over $a square foot" number from, INCLUDES installationSo, if we used the [redacted] price of $to install, (since we do not have a price on what we were originally charged), the total that ProJan spent on materials and installation would be $5.59/ foot, not even close the that has been quoted by the homeownerThis flooring has to be picked up, paid for, and taken to the home, by our employeesThere is a cost for doing that? They are misunderstanding the way the pricing works.? The [redacted] quote, which is now years later, is for a total of $per foot.? The accusation that we have deliberately misrepresented something to the insurance company is falseThey gave us $to purchase, pickup using our company vehicles, deliver to the home, pay for, ? AND install the flooringThere is always a markup of some kind, albeit a small one, for the cost of handling a particular trade, we don't do the work without a markup, and the insurance company is well aware of the cost of doing business.? As for the painting, we are unaware of any rooms that were on the estimate that were NOT paintedAgain, May 18, 2017, is now the first we are hearing of that.? We were not informed of the client's dissatisfaction with the results of our efforts until May 18, 2017, when we received an email from the homeownerWe assumed that the issue had been resolved by the manufacturerWe have since learned that a 3rd party has been to the home to inspect the flooringThey have provided a letter which states, "As a manufacturer we do warranty our flooring products to be free from defects in material and factory workmanshipWe cannot, however, assume responsibilty for external conditions over which we have no control." They further explain that the "raising (of the floor) is consistent with moisture intrusion from the top of the board"? Our understanding is that the raising is a result of conditions in the home, rather than faulty product or installation.? We believe that having had the original flooring provider, AND the manufacturer go to the home to inspect is doing our due diligence in this matterWe are very much disappointed that the homeowner believes we have not been responsible handling thisAgain, we received our email from them on May 18th, and have been trying to resolve the issue since that dateWe are still, in fact, trying to see what can be done.?

Tell us why here..Good morning, *** ***, As you know, we did have a flooring representative also review your claim. *** never indicated that the issue was the result of installation failure. Their report noted that failure was the result of moisture intrusion from the top of the board. The entry of this moisture on top of the board was at the site of installation. There was no mention that installation was the cause of the failure. The inspector was simply explaining where the moisture was penetrating the flooring. This is a deficiency in laminate flooring. Many people choose not to have laminate installed in their home due to this common problem At the time of the inspection a representative from ***, ProJan Professional Cleaning & Restoration, and ProJan Custom Flooring were present. Each noted that there were several dogs present, with the strong odor of urine in the homeThis could be a likely source of the topographical moisture problem mentioned in the report. The only other mention of installation failure was under a paragraph explaining what is not covered by warranty. Flooring inspectors notoriously assign flooring failure to installation. In this case it was clearly noted that moisture was the actual cause of the product delaminating at the surface. There is a distinct visual difference between moisture damage, and damage caused by expansion. Joel Schachter clearly misunderstood where this inspection noted the moisture intrusion was coming from. He noted: “Excessive moisture, after installation, cannot be offered as a cause of the failure since there was a moisture barrier (namely the “Value” underlayment) installed before the laminate was installed.” His assessment, though correct, does not address where the reported moisture was coming from. The first inspector noted that it was moisture intrusion from the surface. The mentioned “Value” moisture barrier is under the floor, and therefore would in no way prevent moisture intrusion from the surface. The floor also had the required time to acclimate prior to installation. However it is evident from one of the pictures supplied by Joel there is at least one area that did not have the factory recommended 5/16” expansion space We stand behind our workmanship. At the end of each job we have our customers sign a satisfactory of completion form. You signed this form on September 2014, indicating that you were satisfied with the workmanship and quality of the job. If there is a valid issue, we are more than willing to go above and beyond in satisfying customers. Even if these valid issue arise after signing the completion form. At the time we received the complaint about the integrity of the flooring we made the necessary arrangements to have the claim inspected. The flooring was inspected and the report dated November was sent. Unbeknownst to us you never received the report. No additional contact has been made by the Beckers until May We apologize for not resolving this in a time period that you found satisfactory. It was our understanding that this issue was resolved after the *** inspection response. With that being said, and in an effort to satisfy this complaint we are willing to replace the floor, at no cost to youWe will purchase the flooring, and ensure that it’s installed according factory specifications. We agree to the flooring in the price range that you choose from *** ***, and will make sure that you approve of the final product prior to installation. At the current time period we have an abworkload for this time of year, and are requesting a lead time of 4-weeks to purchase and install the flooring. Please let us know if this proposal is satisfactory. We have no desire to have unhappy customers, and we are doing our best to address your issue. Please feel free to email me back through Revdex.com, or directly to me at: ***@projanrestoration.comThank you and our apologies for this taking so long. Travis M***President

Revdex.com:Re:complaint ID ***
While I still dispute MrM***'s version of the circumstances leading to my flooring damage (ie the letter from *** DOES raise the possibility of inappropriate flooring installation and my dogs do NOT "relieve" themselves in my house) I am willing to put that aside as Projan is now acting in a professional manner by taking responsibility and addressing the situation. As there were issues with the installation previously, we would like to know who will be performing the installation this time. Will Projan subcontract this work to a flooring company? We are willing to work with Projan on the replacement materials from *** *** or Lowes in the price range previously provided as suggested in the response. In addition, we are fine with the 4-week timeframe referenced in the response. I ask that Rita M from Projan please coordinate all of this with my wife (copied on this E-mail) as it's our plan to actively oversee the replacement activities this time.Thank you to Projan for not letting this devolve into an even worse situation and reaching to a satisfactory conclusion
Regards, *** ***

We regret that this incident has gone this far? There are a few facts that are misrepresented in this email.Our COST for the flooring, materials only, was $per square footGenerally speaking, our installers do not have an idea of what materials costI have an original invoice from the
flooring company from that date, which clearly states that the flooring only, was $1.99/footI am not sure why an installer would have discussed something that he could not have known, and I apologize as this seems to be a large part of the disgruntlement on the part of the homeowner.? As the homeowner is aware, they have gotten a brand new estimate, years later, of $2.59/ per foot, from *** ***So the flooring prices are not that far off.The ESTIMATE, which is where they are getting the "over $a square foot" number from, INCLUDES installationSo, if we used the *** *** price of $to install, (since we do not have a price on what we were originally charged), the total that ProJan spent on materials and installation would be $5.59/ foot, not even close the that has been quoted by the homeownerThis flooring has to be picked up, paid for, and taken to the home, by our employeesThere is a cost for doing that? They are misunderstanding the way the pricing works.? The *** *** quote, which is now years later, is for a total of $per foot.? The accusation that we have deliberately misrepresented something to the insurance company is falseThey gave us $to purchase, pickup using our company vehicles, deliver to the home, pay for, ? AND install the flooringThere is always a markup of some kind, albeit a small one, for the cost of handling a particular trade, we don't do the work without a markup, and the insurance company is well aware of the cost of doing business.? As for the painting, we are unaware of any rooms that were on the estimate that were NOT paintedAgain, May 18, 2017, is now the first we are hearing of that.? We were not informed of the client's dissatisfaction with the results of our efforts until May 18, 2017, when we received an email from the homeownerWe assumed that the issue had been resolved by the manufacturerWe have since learned that a 3rd party has been to the home to inspect the flooringThey have provided a letter which states, "As a manufacturer we do warranty our flooring products to be free from defects in material and factory workmanshipWe cannot, however, assume responsibilty for external conditions over which we have no control." They further explain that the "raising (of the floor) is consistent with moisture intrusion from the top of the board"? Our understanding is that the raising is a result of conditions in the home, rather than faulty product or installation.? We believe that having had the original flooring provider, AND the manufacturer go to the home to inspect is doing our due diligence in this matterWe are very much disappointed that the homeowner believes we have not been responsible handling thisAgain, we received our email from them on May 18th, and have been trying to resolve the issue since that dateWe are still, in fact, trying to see what can be done.?

Tell us why here..Good morning, *** ***,? As you know, we did have a flooring representative also review your claim.? *** never indicated that the issue was the result of installation failure.? Their report noted that failure was the result of moisture intrusion from the top of the board.? The entry of this moisture on top of the board was at the site of installation.? There was no mention that installation was the cause of the failure.? The inspector was simply explaining where the moisture was penetrating the flooring.? This is a deficiency in laminate flooring.? Many people choose not to have laminate installed in their home due to this common problem? ? ? At the time of the inspection a representative from ***, ProJan Professional Cleaning & Restoration, and ProJan Custom Flooring were present.? Each noted that there were several dogs present, with the strong odor of urine in the homeThis could be a likely source of the topographical moisture problem mentioned in the report.? ? The only other mention of installation failure was under a paragraph explaining what is not covered by warranty.? Flooring inspectors notoriously assign flooring failure to installation.? In this case it was clearly noted that moisture was the actual cause of the product delaminating at the surface.? There is a distinct visual difference between moisture damage, and damage caused by expansion.? ? ? Joel Schachter clearly misunderstood where this inspection noted the moisture intrusion was coming from.? He noted:? “Excessive moisture, after installation, cannot be offered as a cause of the failure since there was a moisture barrier (namely the “Value” underlayment) installed before the laminate was installed.”? His assessment, though correct, does not address where the reported moisture was coming from.? The first inspector noted that it was moisture intrusion from the surface.? The mentioned “Value” moisture barrier is under the floor, and therefore would in no way prevent moisture intrusion from the surface.? The floor also had the required time to acclimate prior to installation.? ? However it is evident from one of the pictures supplied by Joel there is at least one area that did not have the factory recommended 5/16” expansion space? ? We stand behind our workmanship.? At the end of each job we have our customers sign a satisfactory of completion form.? You signed this form on September 2014, indicating that you were satisfied with the workmanship and quality of the job.? If there is a valid issue, we are more than willing to go above and beyond in satisfying customers.? Even if these valid issue arise after signing the completion form.? ? ? At the time we received the complaint about the integrity of the flooring we made the necessary arrangements to have the claim inspected.? The flooring was inspected and the report dated November was sent.? Unbeknownst to us you never received the report.? No additional contact has been made by the Beckers until May ? ? We apologize for not resolving this in a time period that you found satisfactory.? It was our understanding that this issue was resolved after the *** inspection response.? ? ? With that being said, and in an effort to satisfy this complaint we are willing to replace the floor, at no cost to youWe will purchase the flooring, and ensure that it’s installed according factory specifications.? We agree to the flooring in the price range that you choose from *** ***, and will make sure that you approve of the final product prior to installation.? ? At the current time period we have an abworkload for this time of year, and are requesting a lead time of 4-weeks to purchase and install the flooring.? Please let us know if this proposal is satisfactory.? ? ? We have no desire to have unhappy customers, and we are doing our best to address your issue.? Please feel free to email me back through Revdex.com, or directly to me at: ***@projanrestoration.comThank you and our apologies for this taking so long.? Travis M***President

We regret that this incident has gone this far.  There are a few facts that are misrepresented in this email.Our COST for the flooring, materials only, was $1.99 per square foot. Generally speaking, our installers do not have an idea of what materials cost. I have an original invoice from the...

flooring company from that date, which clearly states that the flooring only, was $1.99/foot. I am not sure why an installer would have discussed something that he could not have known, and I apologize as this seems to be a large part of the disgruntlement on the part of the homeowner. As the homeowner is aware, they have gotten a brand new estimate, 3 years later, of $2.59/ per foot, from [redacted]. So the flooring prices are not that far off.The ESTIMATE, which is where they are getting the "over $6.00 a square foot" number from, INCLUDES installation. So, if we used the [redacted] price of $3.60 to install, (since we do not have a price on what we were originally charged), the total that ProJan spent on materials and installation would be $5.59/ foot, not even close the .97 that has been quoted by the homeowner. This flooring has to be picked up, paid for, and taken to the home, by our employees. There is a cost for doing that.  They are misunderstanding the way the pricing works. The [redacted] quote, which is now 3 years later, is for a total of $6.96 per foot. The accusation that we have deliberately misrepresented something to the insurance company is false. They gave us $6.07 to purchase, pickup using our company vehicles, deliver to the home, pay for,  AND install the flooring. There is always a markup of some kind, albeit a small one, for the cost of handling a particular trade, we don't do the work without a markup, and the insurance company is well aware of the cost of doing business. As for the painting, we are unaware of any rooms that were on the estimate that were NOT painted. Again, May 18, 2017, is now the first we are hearing of that. We were not informed of the client's dissatisfaction with the results of our efforts until May 18, 2017, when we received an email from the homeowner. We assumed that the issue had been resolved by the manufacturer. We have since learned that a 3rd party has been to the home to inspect the flooring. They have provided a letter which states, "As a manufacturer we do warranty our flooring products to be free from defects in material and factory workmanship. We cannot, however, assume responsibilty for external conditions over which we have no control." They further explain that the "raising (of the floor) is consistent with moisture intrusion from the top of the board. " Our understanding is that the raising is a result of conditions in the home, rather than faulty product or installation. We believe that having had the original flooring provider, AND the manufacturer go to the home to inspect is doing our due diligence in this matter. We are very much disappointed that the homeowner believes we have not been responsible handling this. Again, we received our email from them on May 18th, 2017 and have been trying to resolve the issue since that date. We are still, in fact, trying to see what can be done.

Revdex.com:Re:complaint ID [redacted]
While I still dispute Mr. M[redacted]'s version of the circumstances leading to my flooring damage (ie the letter from [redacted] DOES raise the possibility of inappropriate flooring installation and my dogs do NOT "relieve" themselves in my house) I am willing to put that aside as Projan is now acting in a professional manner by taking responsibility and addressing the situation. As there were issues with the installation previously, we would like to know who will be performing the installation this time.  Will Projan subcontract this work to a flooring company?  We are willing to work with Projan on the replacement materials from [redacted] or Lowes in the price range previously provided as suggested in the response.  In addition, we are fine with the 4-6 week timeframe referenced in the response.  I ask that Rita M from Projan please coordinate all of this with my wife (copied on this E-mail) as it's our plan to actively oversee the replacement activities this time.Thank you to Projan for not letting this devolve into an even worse situation and reaching to a satisfactory conclusion.
Regards, [redacted]