Countertop Factory

Initial Business Response /* (1000, 10, 2015/10/16) */
Contact Name and Title: [redacted] Account MGR
Date: 16 October 2015
Revdex.com serving Chicago & Northern Illinois
330 N. Wabash Ave Ste [redacted]
Chicago, IL XXXXX-XXXX
Dear Revdex.com Customer Relations Advocate,
Thank you for reaching out...

to us about this customer's claim. It is an older case, so it took some time to pull all of the details together. After careful review of the facts, evidence, and circumstances sufficient grounds were not found to support the claim that the vinyl floor damage was a result of, or caused by, either The [redacted] or The Countertop Factory crew during the countertop installation.
The countertop installation happened on 1/08/2015. Part of our installation process is to have the customer inspect the area as soon as the installation is finished so as to confirm the customer is satisfied with the work done and that no other issues need to be addressed. There is a section on the paperwork for the customer to report any issues that need to be taken care of. Here was no exception, and a thorough walk through was done at the end of the job by the customer. When she signed the form, there was no mention by her of any floor damage at that time. Another part of our process is to make a follow-up call (a double-check) to a customer to ensure that everything went well with the installation and that no other issues needed addressing. This follow up call was made the next day on 1/09/2015. The customer's feedback was recorded thusly - "Happy with everything". The customer again did not mention anything about floor damage during this call.
The report of the floor tear didn't reach us for the first time until 1/19/2015 when [redacted] staff reported it. From then on, we worked with [redacted] through their property damage claims process and conducted a thorough investigation and review. The outcome, given the known facts, showed no negligence or willful misconduct on the part of The Countertop Factory Installation crew before, during, or after the countertop installation to cause the alleged property damage. As a customer service gesture, repair of the vinyl floor was to be offered by The [redacted] claims examiner, but the customer has not been able to be reached. Further, she has insisted on having the whole floor replaced. As floor replacement was not approved given the evidence, an impasse toward fair and reasonable resolution was reached. The offer to repair the floor still stands and we are working with The [redacted] on contacting the customer to discuss this further.
Sincerely,
[redacted]
Account Manager
The Countertop Factory