Countrywide Bank

I am happy to respond to this customer's complaint and have explained the necessary steps to him on the phone several times to no availIn good faith we installed carpet in this gentleman's house and offered life time guarantee for the work completedPeace be with youAfter we left the customer engaged "a new company" to come and install hardwood flooring We also sell hardwood flooring but he did not call us He then contacted us to finish the hardwood flooring off by now doing additional work on the carpet we installed? When we install hardwood it is part of the job to tuck in the carpet to the newly installed hardwood When he called us we explained our initial work was done to his satisfaction and there is an additional small charge to help him finish off the work this new hardwood company performed? We cannot understand why his hardwood company would not finish off their work? We have no problem finishing off the hardwood company's work for $a doorwayWe have a $minimum charge but since he is a previous customer we reduced the charge down to $45/doorwayWe believe this is a reasonable solution to the situation and hope the customer will allow us to help him finish off the hardwood company's work - or have the hardwood company come out and finish their job No company can be expected to come back after a job is done at no charge when it had nothing to do with original contract, estimate or engagement We have a signed contract from the customer explaining the scenario we adhere to when installing new flooring in the house or on the stairs His warranty is intact and does not include returning to a job weeks later after customer had different work done by a different company and expects us to now at no charge finish that company's work We warranty the work we performed - we cannot be responsible for new changes made to living space by the customer after we leave That is a new charge

We have absolutely no problem returning to the job we installed after you had another company come in and install hardwood for you as long as you agree to pay for our services. WE have a trip charge of $per doorway , reasonable and completed in a good workmanship manner. Your hardwood company should have completed their job. Please contact your hardwood company and ask them why they did not complete their job in a good workmanship manner. No one should leave a job as they did. We are happy to help for the small trip charge. This new installation has nothing to do with our original work. We only guarantee and warranty our work, not someone else's work

Why didn't you complete your job?  Why is FlooringAmerica not honoring its warranty?  It seems you would rather try to blame someone else than accept responsibility for your own errors.  FlooringAmerica left excess carpet,  not anyone else.  FlooringAmerica offered a "for any reason" warranty, not anyone else.  FlooringAmerica didn't honor its promotions, not anyone else.  FlooringAmerica did the doorway floors, not anyone else.  And FlooringAmerica refuses to provide instructions on how to do the job, not anyone else.  I will not pay a "trip charge" or whatever you want to call it.  I've already paid more than I should have for the job to be completed, and it's not yet complete.
Regards,
[redacted]

The language of the guarantee/warranty offered by FlooringAmerica with this carpet installation is as follows:  "If within 30 days after installation, you're not happy with your new floor for any reason, we'll replace it with a floor of equal value."  Special attention to the words "FOR ANY REASON."  And it continues: "If you don't love your new floor, we'll replace it for free.  We'll even pay for labor."  Special attention to the words "FOR FREE".  And it continues: "We have total confidence in our work.  But if you ever have installation-related issues, we'll make it right at our expense."  Special attention to the words "INSTALLATION-RELATED ISSUES".I also explained before installation that the hallway flooring would not be completed until after the carpet was installed, and I was told at that time by the sales associates that FlooringAmerica would not have a problem returning afterwards to tuck the carpet in the doorways.  For this reason some excess carpet was left in the doorways so that it could be cut and tucked later on.  After the hallway floor was installed his excess carpet was cut, but it still needed to be tucked.  FlooringAmerica was upset that we didn't hire them to do the hallway and so they changed their mind about coming back to finish the doorways.  And not wanting to wait any longer I even asked FlooringAmerica to just tell me the proper method for tucking the carpet so that I could do it myself, but they've been unwilling to do even that.  I offered this compromise and they still ignored me.I would also like to point out that I also compromised at the time of installation by agreeing to pay them to dispose of the old carpet.  When I first spoke with them about the job they told me they were offering "free furniture moving", "free carpet rip out", and "free haul away".  However then at the last minute they changed their offer and said I would have to pay for these things.  I compromised by ripping out the old carpet myself and clearing the rooms of any furniture myself so they wouldn't have to move anything or rip up anything.  But I still had to pay them to dispose of the old carpet.  I agreed to do it because I wanted to compromise and get the installation done quickly, however looking back now I can see there is a trend of promising one thing and doing another.  Again I'm still willing to compromise, but I'm in no way willing to to pay $45 per doorway, nor should I have to per their own warranty.  Like I said, I'm willing to do this work myself if they'll instruct me how.  If not then they should be willing to come back and finish the job at their expense as they had promised.
Regards,
[redacted]

I am happy to respond to this customer's complaint and have explained the necessary steps to him on the phone several times to no avail. In good faith we installed carpet in this gentleman's house and offered life time guarantee for the work completed. Peace be with you. After we left the...

customer engaged "a new company" to come and install hardwood flooring.  We also sell hardwood flooring but he did not call us.  He then contacted us to finish the hardwood flooring off by now doing additional work on the carpet we installed?  When we install hardwood it is part of the job to tuck in the carpet to the newly installed hardwood.  When he called us we explained our initial work was done to his satisfaction and there is an additional small charge to help him finish off the work this new hardwood company performed?  We cannot understand why his hardwood company would not finish off their work?  We have no problem finishing off the hardwood company's work for $45 a doorway. We have a $250 minimum charge but since he is a previous  customer  we reduced the charge down to $45/doorway. We believe this is a reasonable solution to the situation and hope the customer will allow us to help him finish off the hardwood company's work.  - or have the hardwood company come out and finish their job.  No company can be expected to come back after a job is done at no charge when it had nothing to do with original contract, estimate or engagement.  We have a signed contract from the customer explaining the scenario we adhere to when installing new flooring in the house or on the stairs.  His warranty is intact and does not include returning to a job weeks later after customer had different work done by a different company and expects us to now at no charge finish that company's work.  We warranty the work we performed - we cannot be responsible for new changes made to living space by the customer after we leave.  That is a new charge.

I am responding to the complaint issued by Mr [redacted] regarding the tile job we completed for him in August. WE installed a tile backsplash and because we were not allowed to view the job before ordering the tile and starting the installation , we found the wall not to be up to standard code....

 The customer told us to do the work even though the walls were imperfect and not up to code.  The end result was less than expected.  They tried to stop payment on their CC and the Bank sided with us because they know we stand behind our work. We explained to the customer that they should get their contractor to put up new walls and we would return to the home, remove all the tile we installed at no charge and we would re-order the tile for them and we would return to make sure the walls are good enough and up to code so that we an reinstall. We removed the tile today and they are getting a contractor to install new walls so that the job can be completed. This complaint was viewed by me for the first time today November 7 2016 , because my email address has changed and is now: [redacted].  I am amazed this customer has complained to you after we promised time and time again to help him.   Apparently he has other issues.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response and already accepted their offer directly with Flooring America to fix the mistake that they made.  The wall was properly prepared originally but their installer did not inspect for any imperfections (which we still do agree about) and he proceeded to install the tile and incorrect grout with poor workmanship.After several months of going back and forth via email with [redacted] at Flooring America they finally sent the owner ([redacted]) out to reinspect the job and they have now agreed to replace the tile and grout.  Thus far, they have removed the tile and I had my contractor replace the wall due to damage from removing the tiles.  Flooring America then inspected the wall yesterday to make sure they could work with that surface, which they said was possible, and then they delivered the tile and correct grout later in the day.  They have offered to reinstall the tile and correct grout this Saturday (11/19/16) which I have accepted.  They only agreed to finish this job on Saturday if I agreed to the terms through Revdex.com so this complaint would show as resolved.  If for any reason they do not finish the job and not show up on Saturday then I will reopen this compaint.As it stands right now Flooring America and I are in agreement and they are in the process of fixing their mistake after a long prolonged dispute.
Regards,
[redacted]