Custom Floor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: In response to Mr C***’s latest response: we can go back and forth and on and on However, the fact remains: We contracted MrC [redacted] of Custom Floor to sand and refinish several rooms, foyer, stairs and handrails in our home Needless to say, the job was not completed in the time contracted and the quality of work is not acceptable Not only have MrC [redacted] made several excuses why the work was not done in a timely manner, he also have an excuse to why our floors are not uniform and not matching the adjoining room floors Our experience with MrC [redacted] of Custom Floor has been a great disappointment We now must hire someone to come out to redo the job, which may cause us to have to replace the wood floors in each room because when sanding floors you can only sand so many times before you must replace the wood entirely In MrC***’s first response to our compliant, he stated that and I quote: “I talked with my boss and we decided to do the stair and railing sanding project at no cost, bringing the total contract down to $2,400.00.” Well, we now know that this is and were not a true statement Photos, updated contract and emails show proof that MrC [redacted] lied about completing the job and continues to lie Please note that Mr C [redacted] and Custom Floor did not and have not provided great customer service and the quality of work is much to be expected I will respond to Mr C***’s last reply See my comments in Red/larger fontMESSAGE FROM BUSINESS: According to [redacted] 's complaint; · Emails including dates and times corresponding with MrC [redacted] and MrC***’s harassing emails requesting final payment of a contract that was not fulfilled as promised - I requested for final payment of $after [redacted] cancelled remaining part of the contract before we had a chance to even startI was not harrassing in the email as seen on the records We did not cancel the contract before he had a chance to start We canceled the stairs and handrail job when his worker Marvin came in complaining and disappointed that he was not given the floor job, when MrC [redacted] had promised it to him and also, when Marvin talked about the job possibly being a different colors from the floors We agreed to pay the remaining balance of the floor portion of the contract Yes, MrC [redacted] sent harassing emails You will see that MrC [redacted] sent more than one email and you will also see on the record that MrC***’s tone was not pleasant When in actuality, we mailed the payment to MrC***’s office (see copy of envelop where payment was mailed), all he needed to do was check his mailbox instead of constantly sending emails to come to our home and pick up the payment This behavior was not professional and it appeared MrC [redacted] was more concerned with receiving payment rather than providing quality customer service and quality work · Original and updated copy of the contract (in which MrC [redacted] wrote over the original prices quoted) adjusting the price of the stairs and handrail portion of the contract - only after we voiced our disappointment of the jobs not being completed at the same time as promised · Lastly and more importantly, photos, verifying – proving that MrC [redacted] is a liar He did not complete the stairs and handrails (never offering to complete the job at no cost), the floors are fading, polyurethane has disappeared and there are light spots in several areas on the floors throughout our home - We have not done the steps and did not charge because [redacted] cancelled the project He just wanted to pay for the finished part of the contract (floor) [redacted] is calling me a liar, but actually he is lying He's original complaint states that we charged full contract amount of $3,and he wants full refund of $3,600.00, when only $2,was paid You either did complete the job or you did not MrC***’s original reply stated that he spoke with his boss and they agreed to complete the job at no cost to us, job completed at a loss to his company – now we see that was a lie MrC [redacted] has proven to be a lair and not an honest businessman He continues to lie to cover his tracks When the fact remains – job incomplete, not our fault but MrC [redacted] and Custom Floor’s lack of providing honest and trustworthy customer service and a quality product One would ask why someone would cancel a job before it begins (see our original complaint) The job was canceled once it was evident that the quality of service and quality of work was in question Would you let someone (Marvin) do a job who clearly does not want to do it, stating that they will mess up your walls, job too hard and the color of the stairs and handrails would not match the floors? In our original complaint we stated that $3,was the contracted amount quoted We stated that we paid a deposit, ½ down, $1,(credit card) and a check for the remaining floor portion, which was $ We have never requested to be refunded $3, We are requesting $2, which is what we paid and what we will use to apply to hiring a new contractor to redo our floors · Also, the foyer area floor is shinier than the connecting room floors - Shine level of the flooring will be different upon traffic pattern and wear level The foyer area floors should not be shinier than the connecting room floors The floors look a mess, and not as if it was done by professionals - This is unacceptable on all levels The polyurethane on the floors should all be the same The same amount of polyurethane should have been applied on each floor The foyer is shinier because after only four months MrC [redacted] was called to come out to redo the foyer because of fading and loss of shine in several traffic and none traffic areasNot only did he have to redo the foyer but he also had to redo several spots in the other rooms as well We have never heard of a company sanding and refinishing floors and telling the customer in less than four months that - quote: “- Shine level of the flooring will be different upon traffic pattern and wear level.” We believe that it is an honor to be a member of the Revdex.com (Revdex.com) and there are standards that must be upheld MrC [redacted] and Custom Floor did not measure up to Revdex.com standards and our standards, they dropped the ball on this particular job We have provided information (photos, emails, etc.) to prove our claim I believe that when you make a mistake you should own up to it and make it right We are asking MrC [redacted] and Custom Floor to do the right thing and refund our money, $2, This is our final say in this matter Regards, [redacted] & [redacted]

In December of 2013, I, Benny C***, went to [redacted] 's home for hardwood refinishing estimate We agreed to sand and refinish SF of main level foyer / rooms / power room for $2,and refinish main level steps & hand rails for $1,(Total $3,600.00) [redacted] had asked us to complete the project before Christmas because the furniture would come in and I told him that would be doneThe actual work started on the 17th of December(We have records) On 2nd day of work, MrH***, our in-house sanding installer, had personal emergencies and told me that he couldn't finish the project He told me that he will sand and refinish the SF of floor but can't start on the stairs and railing sanding project I quickly tried to contact our 2nd in house crew, Marvin, to head down to [redacted] 's home and get the stairs and railing sanding project started However, Marvin had an on gonig project at the time and he was able to start the project days later then the originial proposed date I quickly went to [redacted] 's home and addressed the issue, apologized to him about schedule being delayed but wouldn't hurt his furniture arrival schedule because all the floor was completed before the furniture arrival time I was never rude or unsympathetic However, [redacted] was upset and immediately demanded compensation for such incident I talked with my boss and we decided to do the stair and railing sanding project at no cost, bringing the total contract down to $2, **& [redacted] agreed to this and they paid total of $2,when everything was complete (We have the bank record and copy of their payment which I have attached to this email.) Even though the project became loss profit, everytime when [redacted] had called me I responded immediately and returned his calls [redacted] , however, didn't answer my calls sometimes and never returned my calls His complaints are not true and we have all paper work and records to prove that his statements are accusationsBenny C***Project ManagerCustom Floor

According to [redacted] 's complaint; · Emails including dates and times corresponding with MrC [redacted] and MrC***’s harassing emails requesting final payment of a contract that was not fulfilled as promised - I requested for final payment of $after [redacted] cancelled remaining part of the contract before we had a chance to even startI was not harrassing in the email as seen on the records· Original and updated copy of the contract (in which MrC [redacted] wrote over the original prices quoted) adjusting the price of the stairs and handrail portion of the contract - only after we voiced our disappointment of the jobs not being completed at the same time as promised - Original copy of the contract was never tampered with Where is this copy of updated contract [redacted] is stating? · Lastly and more importantly, photos, verifying – proving that MrC [redacted] is a liar He did not complete the stairs and handrails (never offering to complete the job at no cost), the floors are fading, polyurethane has disappeared and there are light spots in several areas on the floors throughout our home - We have not done the steps and did not charge because [redacted] cancelled the project He just wanted to pay for the finished part of the contract (floor) [redacted] is calling me a liar, but actually he is lying He's original complaint states that we charged full contract amount of $3,and he wants full refund of $3,600.00, when only $2,was paid· Also, the foyer area floor is shinier than the connecting room floors - Shine level of the flooring will be different upon traffic pattern and wear level

To : *** *** ***,I apologize for not being able to provide you with an estimate after your home visit back in February of 2017, I had some family emergency and was on and off work during that time and also my 3rd daughter was born so things were very hectic for meYou thought I was casing your
home for burglarywell I'm not a burglarYou also wanted verification of out businessPlease feel free to come down to our store any time during our business hours, Our store address is *** *** ***#*** Chantilly VAMon-Sat 7:00AM -5:30PMI hope this clears yout question / concern about usOnce again, I do apologize for not being able to respond to you when you wanted.Best,Benny C.Sales Manager

I have had several photos taken by Moose Noel Photography She has taken her time and skills in order to provide quality work to me as a client She does not offer cookie cutter packages, but rather tailors to her customers She provides excellent customer service Her creativity and unique eye to detail is shown in her work And all her work provided to me as a customer showed nothing but passionI was extremely pleased!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
In response to Mr.
C[redacted]’s latest response:  we can go back
and forth and on and on.  However, the
fact remains:  We contracted Mr. C[redacted] of
Custom Floor to sand and refinish several rooms, foyer, stairs and handrails in
our home.  Needless to say, the job was
not completed in the time contracted and the quality of work is not
acceptable.  Not only have Mr. C[redacted] made
several excuses why the work was not done in a timely manner, he also have an
excuse to why our floors are not uniform and not matching the adjoining room
floors.  Our experience with Mr. C[redacted] of
Custom Floor has been a great disappointment. 
We now must hire someone to come out to redo the job, which may cause us
to have to replace the wood floors in each room because when sanding floors you
can only sand so many times before you must replace the wood entirely.  In Mr. C[redacted]’s first response to our
compliant, he stated that and I quote:
“I
talked with my boss and we decided to do the stair and railing sanding project at
no cost, bringing the total contract down to $2,400.00.”
Well, we now know that
this is and were not a true statement. 
Photos, updated contract and emails show proof that Mr. C[redacted] lied about
completing the job and continues to lie. 
Please note that Mr.
C[redacted] and Custom Floor did not and have not provided great customer service and
the quality of work is much to be expected. 
I will respond to Mr.
C[redacted]’s last reply.  See my comments in
Red/larger font.
MESSAGE FROM
BUSINESS:
According to [redacted]'s
complaint;
·        
Emails
including dates and times corresponding with Mr. C[redacted] and Mr. C[redacted]’s
harassing emails requesting final payment of a contract that was not fulfilled as
promised
-
I requested for final payment of $600.00 after [redacted] cancelled
remaining part of the contract before we had a chance to even start. I was not
harrassing in the email as seen on the records.
   We did not cancel the contract before he had a chance to
start.  We canceled the stairs and
handrail job when his worker Marvin came in complaining and disappointed that
he was not given the floor job, when Mr. C[redacted] had promised it to him and also,
when Marvin talked about the job possibly being a different colors from the
floors.  We agreed to pay the remaining
balance of the floor portion of the contract. 
Yes, Mr. C[redacted] sent harassing emails. 
You will see that Mr. C[redacted] sent more than one email and you will also
see on the record that Mr. C[redacted]’s tone was not pleasant.  When in actuality, we mailed the payment to
Mr. C[redacted]’s office (see copy of envelop where payment was mailed), all he
needed to do was check his mailbox instead of constantly sending emails to come
to our home and pick up the payment. 
This behavior was not professional and it appeared Mr. C[redacted] was more
concerned with receiving payment rather than providing quality customer service
and quality work.       
·        
Original
and updated copy of the contract (in which Mr. C[redacted] wrote over the original
prices quoted) adjusting the price of the stairs and handrail portion of the
contract - only after we voiced our disappointment of the jobs not being
completed at the same time as promised
·        
Lastly
and more importantly, photos, verifying – proving that Mr. C[redacted] is a
liar.  He did not complete the stairs and handrails (never offering to
complete the job at no cost), the floors are fading,  polyurethane
has disappeared and there are light spots in several areas on the floors throughout
our home
-
We have not done the steps and did not charge because [redacted] cancelled the
project.  He just wanted to pay for the finished part of the contract
(floor). [redacted] is calling me a liar, but actually he is lying.  He's
original complaint states that we charged full contract amount of $3,600.00 and
he wants full refund of $3,600.00, when only $2,400.00 was paid.
  
You either did complete the job or you did not.  Mr. C[redacted]’s original reply stated that he
spoke with his boss and they agreed to complete the job at no cost to us, job completed at a loss to his company – now
we see that was a lie.  Mr. C[redacted] has
proven to be a lair and not an honest businessman.  He continues to lie to cover his tracks.  When the fact remains – job incomplete, not
our fault but Mr. C[redacted] and Custom Floor’s lack of providing honest and
trustworthy customer service and a quality product.  One would ask why someone would cancel a job
before it begins (see our original complaint). 
The job was canceled once it was evident that the quality of service and
quality of work was in question.  Would
you let someone (Marvin) do a job who clearly does not want to do it, stating
that they will mess up your walls, job too hard and the color of the stairs and handrails would not match the floors? 
    In our original complaint we stated that
$3,600.00 was the contracted amount quoted. 
We stated that we paid a deposit, ½ down, $1,800.00 (credit card) and a
check for the remaining floor portion, which was $600.00.  We have never requested to be refunded
$3,600.00.  We are requesting $2,400.00
which is what we paid and what we will use to apply to hiring a new contractor
to redo our floors. 
·        
Also,
the foyer area floor is shinier than the connecting room floors
-
Shine level of the flooring will be different upon traffic pattern and wear
level.
  
The foyer area floors should not be shinier than
the connecting room floors.  The floors
look a mess, and not as if it was done by professionals - This is unacceptable on all levels.  The polyurethane on the floors should all be
the same.  The same amount of
polyurethane should have been applied on each floor.  The foyer is shinier because after only four
months Mr. C[redacted] was called to come out to redo the foyer because of fading and
loss of shine in several traffic and none traffic areas. Not only did he have
to redo the foyer but he also had to redo several spots in the other rooms as well.  We have never heard of a company sanding and
refinishing floors and telling the customer in less than four months that - quote:
“- Shine level of
the flooring will be different upon traffic pattern and wear level.”
     We believe that it is
an honor to be a member of the Revdex.com (Revdex.com) and there are
standards that must be upheld.  Mr. C[redacted]
and Custom Floor did not measure up to Revdex.com standards and our standards, they dropped the ball on
this particular job.  We have provided
information (photos, emails, etc.) to prove our claim.  I believe that when you make a mistake you
should own up to it and make it right. 
We are asking Mr. C[redacted] and Custom Floor to do the right thing and refund
our money, $2,400.00.  This is our final
say in this matter.
Regards,
[redacted] & [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
In response to Mr.
C[redacted]’s latest response:  we can go back
and forth and on and on.  However, the
fact remains:  We contracted Mr. C[redacted] of
Custom Floor to sand and refinish several rooms, foyer, stairs and handrails in
our home.  Needless to say, the job was
not completed in the time contracted and the quality of work is not
acceptable.  Not only have Mr. C[redacted] made
several excuses why the work was not done in a timely manner, he also have an
excuse to why our floors are not uniform and not matching the adjoining room
floors.  Our experience with Mr. C[redacted] of
Custom Floor has been a great disappointment. 
We now must hire someone to come out to redo the job, which may cause us
to have to replace the wood floors in each room because when sanding floors you
can only sand so many times before you must replace the wood entirely.  In Mr. C[redacted]’s first response to our
compliant, he stated that and I quote:
“I
talked with my boss and we decided to do the stair and railing sanding project at
no cost, bringing the total contract down to $2,400.00.”
Well, we now know that
this is and were not a true statement. 
Photos, updated contract and emails show proof that Mr. C[redacted] lied about
completing the job and continues to lie. 
Please note that Mr.
C[redacted] and Custom Floor did not and have not provided great customer service and
the quality of work is much to be expected. 
I will respond to Mr.
C[redacted]’s last reply.  See my comments in
Red/larger font.
MESSAGE FROM
BUSINESS:
According to [redacted]'s
complaint;
·        
Emails
including dates and times corresponding with Mr. C[redacted] and Mr. C[redacted]’s
harassing emails requesting final payment of a contract that was not fulfilled as
promised
-
I requested for final payment of $600.00 after [redacted] cancelled
remaining part of the contract before we had a chance to even start. I was not
harrassing in the email as seen on the records.
   We did not cancel the contract before he had a chance to
start.  We canceled the stairs and
handrail job when his worker Marvin came in complaining and disappointed that
he was not given the floor job, when Mr. C[redacted] had promised it to him and also,
when Marvin talked about the job possibly being a different colors from the
floors.  We agreed to pay the remaining
balance of the floor portion of the contract. 
Yes, Mr. C[redacted] sent harassing emails. 
You will see that Mr. C[redacted] sent more than one email and you will also
see on the record that Mr. C[redacted]’s tone was not pleasant.  When in actuality, we mailed the payment to
Mr. C[redacted]’s office (see copy of envelop where payment was mailed), all he
needed to do was check his mailbox instead of constantly sending emails to come
to our home and pick up the payment. 
This behavior was not professional and it appeared Mr. C[redacted] was more
concerned with receiving payment rather than providing quality customer service
and quality work.       
·        
Original
and updated copy of the contract (in which Mr. C[redacted] wrote over the original
prices quoted) adjusting the price of the stairs and handrail portion of the
contract - only after we voiced our disappointment of the jobs not being
completed at the same time as promised
·        
Lastly
and more importantly, photos, verifying – proving that Mr. C[redacted] is a
liar.  He did not complete the stairs and handrails (never offering to
complete the job at no cost), the floors are fading,  polyurethane
has disappeared and there are light spots in several areas on the floors throughout
our home
-
We have not done the steps and did not charge because [redacted] cancelled the
project.  He just wanted to pay for the finished part of the contract
(floor). [redacted] is calling me a liar, but actually he is lying.  He's
original complaint states that we charged full contract amount of $3,600.00 and
he wants full refund of $3,600.00, when only $2,400.00 was paid.
  
You either did complete the job or you did not.  Mr. C[redacted]’s original reply stated that he
spoke with his boss and they agreed to complete the job at no cost to us, job completed at a loss to his company – now
we see that was a lie.  Mr. C[redacted] has
proven to be a lair and not an honest businessman.  He continues to lie to cover his tracks.  When the fact remains – job incomplete, not
our fault but Mr. C[redacted] and Custom Floor’s lack of providing honest and
trustworthy customer service and a quality product.  One would ask why someone would cancel a job
before it begins (see our original complaint). 
The job was canceled once it was evident that the quality of service and
quality of work was in question.  Would
you let someone (Marvin) do a job who clearly does not want to do it, stating
that they will mess up your walls, job too hard and the color of the stairs and handrails would not match the floors? 
    In our original complaint we stated that
$3,600.00 was the contracted amount quoted. 
We stated that we paid a deposit, ½ down, $1,800.00 (credit card) and a
check for the remaining floor portion, which was $600.00.  We have never requested to be refunded
$3,600.00.  We are requesting $2,400.00
which is what we paid and what we will use to apply to hiring a new contractor
to redo our floors. 
·        
Also,
the foyer area floor is shinier than the connecting room floors
-
Shine level of the flooring will be different upon traffic pattern and wear
level.
  
The foyer area floors should not be shinier than
the connecting room floors.  The floors
look a mess, and not as if it was done by professionals - This is unacceptable on all levels.  The polyurethane on the floors should all be
the same.  The same amount of
polyurethane should have been applied on each floor.  The foyer is shinier because after only four
months Mr. C[redacted] was called to come out to redo the foyer because of fading and
loss of shine in several traffic and none traffic areas. Not only did he have
to redo the foyer but he also had to redo several spots in the other rooms as well.  We have never heard of a company sanding and
refinishing floors and telling the customer in less than four months that - quote:
“- Shine level of
the flooring will be different upon traffic pattern and wear level.”
     We believe that it is
an honor to be a member of the Revdex.com (Revdex.com) and there are
standards that must be upheld.  Mr. C[redacted]
and Custom Floor did not measure up to Revdex.com standards and our standards, they dropped the ball on
this particular job.  We have provided
information (photos, emails, etc.) to prove our claim.  I believe that when you make a mistake you
should own up to it and make it right. 
We are asking Mr. C[redacted] and Custom Floor to do the right thing and refund
our money, $2,400.00.  This is our final
say in this matter.
Regards,
[redacted] & [redacted]

In December of 2013, I, Benny C[redacted], went to [redacted]'s home for hardwood refinishing estimate.  We agreed to sand and refinish 800 SF of main level foyer / 3 rooms / power room for $2,400.00 and refinish main level steps & hand rails for $1,200.00 (Total $3,600.00)  [redacted] had...

asked us to complete the project before Christmas because the furniture would come in and I told him that would be done. The actual work started on the 17th of December. (We have records) On 2nd day of work, Mr. H[redacted], our in-house sanding installer, had personal emergencies and told me that he couldn't finish the project.  He told me that he will sand and refinish the 800 SF of floor but can't start on the stairs and railing sanding project.  I quickly tried to contact our 2nd in house crew, Marvin, to head down to [redacted]'s home and get the stairs and railing sanding project started.  However, Marvin had an on gonig project at the time and he was able to start the project 2 days later then the originial proposed date.  I quickly went to [redacted]'s home and addressed the issue, apologized to him about schedule being delayed but wouldn't hurt his furniture arrival schedule because all the floor was completed before the furniture arrival time.  I was never rude or unsympathetic.  However, [redacted] was upset and immediately demanded compensation for such incident.  I talked with my boss and we decided to do the stair and railing sanding project at no cost, bringing the total contract down to $2,400.00.  **. & [redacted] agreed to this and they paid total of $2,400.00 when everything was complete.  (We have the bank record and copy of their payment which I have attached to this email.)  Even though the project became loss profit, everytime when [redacted] had called me I responded immediately and returned his calls.  [redacted], however, didn't answer my calls sometimes and never returned my calls.  His complaints are not true and we have all paper work and records to prove that his statements are false accusations. Benny C[redacted]Project ManagerCustom Floor

According to [redacted]'s complaint;
·         Emails including dates and times corresponding with Mr. C[redacted] and Mr. C[redacted]’s harassing emails requesting final payment of a contract that was not fulfilled as promised
- I requested for final payment of $600.00 after [redacted] cancelled remaining part of the contract before we had a chance to even start. I was not harrassing in the email as seen on the records.
·         Original and updated copy of the contract (in which Mr. C[redacted] wrote over the original prices quoted) adjusting the price of the stairs and handrail portion of the contract - only after we voiced our disappointment of the jobs not being completed at the same time as promised
- Original copy of the contract was never tampered with.  Where is this copy of updated contract [redacted] is stating?
·         Lastly and more importantly, photos, verifying – proving that Mr. C[redacted] is a liar.  He did not complete the stairs and handrails (never offering to complete the job at no cost), the floors are fading, polyurethane has disappeared and there are light spots in several areas on the floors throughout our home
- We have not done the steps and did not charge because [redacted] cancelled the project.  He just wanted to pay for the finished part of the contract (floor). [redacted] is calling me a liar, but actually he is lying.  He's original complaint states that we charged full contract amount of $3,600.00 and he wants full refund of $3,600.00, when only $2,400.00 was paid.
·         Also, the foyer area floor is shinier than the connecting room floors
- Shine level of the flooring will be different upon traffic pattern and wear level.

In December of 2013, I, Benny C[redacted], went to [redacted]'s home for hardwood refinishing estimate.  We agreed to sand and refinish 800 SF of main level foyer / 3 rooms / power room for $2,400.00 and refinish main level steps & hand rails for $1,200.00 (Total $3,600.00)  [redacted]...

had asked us to complete the project before Christmas because the furniture would come in and I told him that would be done. The actual work started on the 17th of December. (We have records) On 2nd day of work, Mr. H[redacted], our in-house sanding installer, had personal emergencies and told me that he couldn't finish the project.  He told me that he will sand and refinish the 800 SF of floor but can't start on the stairs and railing sanding project.  I quickly tried to contact our 2nd in house crew, Marvin, to head down to [redacted]'s home and get the stairs and railing sanding project started.  However, Marvin had an on gonig project at the time and he was able to start the project 2 days later then the originial proposed date.  I quickly went to [redacted]'s home and addressed the issue, apologized to him about schedule being delayed but wouldn't hurt his furniture arrival schedule because all the floor was completed before the furniture arrival time.  I was never rude or unsympathetic.  However, [redacted] was upset and immediately demanded compensation for such incident.  I talked with my boss and we decided to do the stair and railing sanding project at no cost, bringing the total contract down to $2,400.00.  **. & [redacted] agreed to this and they paid total of $2,400.00 when everything was complete.  (We have the bank record and copy of their payment which I have attached to this email.)  Even though the project became loss profit, everytime when [redacted] had called me I responded immediately and returned his calls.  [redacted], however, didn't answer my calls sometimes and never returned my calls.  His complaints are not true and we have all paper work and records to prove that his statements are false accusations. 
Benny C[redacted]
Project Manager
Custom Floor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:In humble opinion Benny C[redacted] is a complete hustler.  In my twenty-two years as an Active Duty Military family, we pride ourselves on integrity and an honest day’s work - we felt duped; we have never witnessed such a crook.  His rebuttal is full of falsehoods, and this is our first time hearing that one of his workers had a medical emergency and that we were provided a service free of charge.  The actual morning the workers arrived, we discovered that our staircase and handrails were not going to be completed or done with the floors because that was not in the deal according to Mr. C[redacted]’s workers that he sent over to our home.  Mr. C[redacted] relentlessly haggled and even tried to bully us into choosing one of his limited wood stain colors for completing the job, he only had four types of stains to choose from, which was odd, considering he work for a wood/flooring company.  The present condition of our floors are horrible!  Our floors were done eleven months ago, and at the fourth month (with reservation) we called Mr. C[redacted] to have him come out to re-do the foyer and several other areas, that were faded out and no longer shining, as mentioned in our initial compliant.  Our original compliant still stands.  We have also spoken to our military community about this company and have warned them not to do business with this crook.  Attached you will find:
·         Emails including dates and times corresponding with Mr. C[redacted] and Mr. C[redacted]’s harassing emails requesting final payment of a contract that was not fulfilled as promised
·         Original and updated copy of the contract (in which Mr. C[redacted] wrote over the original prices quoted) adjusting the price of the stairs and handrail portion of the contract - only after we voiced our disappointment of the jobs not being completed at the same time as promised
·         Lastly and more importantly, photos, verifying – proving that Mr. C[redacted] is a liar.  He did not complete the stairs and handrails (never offering to complete the job at no cost), the floors are fading, polyurethane has disappeared and there are light spots in several areas on the floors throughout our home
·         Also, the foyer area floor is shinier than the connecting room floors
Regards,[redacted] & [redacted]
 
ATTENTION: ATTACHING MORE PHOTOS OF THE FLOORS AND STAIRS/HANDRAILS

Review: In December 2013, we purchased our dream home, one week later we contacted Custom Floors (referred by friends who had their hardwood floors done by Custom Floor and spoke very highly of Mr. Peter) to come out and give us an estimate to sand, refinish and apply 3 coats of polyurethane to the main level stairs/ handrails, 3 rooms, hall bathroom and foyer (approximately 800 SF). Sales Associate Benny C[redacted] came out and quoted $3,600.00 to complete the job. We asked if his company contracted out other companies to do the work. He replied, "No" all of our employees are in house. We asked him would he be able to complete the work before the Christmas Holiday and before our furniture arrival. Mr. C[redacted] assured us that the job would be completed. On 12/16/2013 we paid Mr. C[redacted] a deposit of $1800.00, ½ of the total cost ($3,600.00) quoted. The two workers came in and began to sand the floors. They started applying the polyurethane to the floors, when asked, “When are you guys going to begin the stairs and handrails,” the two [redacted] guys could barely speak English and managed to get Mr. C[redacted] on the telephone. We could not believe that they would sand and polyurethane the floor and then sand the stairs for dust to get on the floors, it just did not make sense. Mr. C[redacted] stated that someone else would be out to do the stairs and handrails. We were very disappointed and expressed our disappointment. Mr. C[redacted] had promised that the job would be done at the same time. When discussing our disappointment, Mr. C[redacted] was very rude and unsympathetic. He raised his voice and had an attitude. Mr. C[redacted] miss represented himself and his company. We discuss being inconvenienced and he decided to lower our bill once asked. On 12/23/2013, Marvin came out to complete the job (handrails and stairs). He was very disappointed that someone had done the floors and seemed to be upset that he did not get the job. He began to tell me that the stairs were a very hard job, the color would be different from the floors and he would probably get paint on the walls, etc, etc. After talking to Marvin, we realize that he really did not want to do the job and was very upset with Mr. C[redacted] that he did not get to do the complete job. I also, found out that he was contracted out to do the job; which means, Mr. C[redacted] lied about having in house workers and he really do contract others companies/individuals. After talking with Marvin, we decided to call Mr. C[redacted] to cancel the contract. Mr. C[redacted] misrepresented his company; he was dishonest, rude and did not provide quality customer service. He did not fulfill the contract agreement. In June 2014, we noticed that the floors were getting lighter in certain spot, including the foyer, and the polyurethane was starting to disappear. We could not believe that this was happening. With great hesitation we decided to give Mr. C[redacted] a call to come out and take a look at the floors. He took pictures, stating that he had never seen anything like it before and it was from high traffic. Needless, to say there is very little traffic and being that it was six months or less that the floors were originally done - this should not have happened. Mr. C[redacted] stated that he would be in contact with us ASAP. Well, days passed and we did hear back from him. We decided to give him a call. We agreed upon a date and the same guy came out to redo the areas. The employee did not re-sand the area. He simply put polyurethane on top of already refinished floors, leaving us with some shinny areas and some dual areas. Now we can see dust and small particles bedded into the floors. Dealing with Custom Floor and Mr. C[redacted] has not been a pleasant experience. This is our dream home and we trusted Custom Floor to come out and do exactly what they said they would do, what was written in the contract. We will not refer this company and our friends are so disappointed that they referred Custom Floor to us. Not to mention, we must hire another company to come out and redo everything, which we are concern with the amount of wood left for sanding.Desired Settlement: Custom Floor will do what is right and refund all of our money

Business

Response:

In December of 2013, I, Benny C[redacted], went to [redacted]'s home for hardwood refinishing estimate. We agreed to sand and refinish 800 SF of main level foyer / 3 rooms / power room for $2,400.00 and refinish main level steps & hand rails for $1,200.00 (Total $3,600.00) [redacted] had asked us to complete the project before Christmas because the furniture would come in and I told him that would be done. The actual work started on the 17th of December. (We have records) On 2nd day of work, Mr. H[redacted], our in-house sanding installer, had personal emergencies and told me that he couldn't finish the project. He told me that he will sand and refinish the 800 SF of floor but can't start on the stairs and railing sanding project. I quickly tried to contact our 2nd in house crew, Marvin, to head down to [redacted]'s home and get the stairs and railing sanding project started. However, Marvin had an on gonig project at the time and he was able to start the project 2 days later then the originial proposed date. I quickly went to [redacted]'s home and addressed the issue, apologized to him about schedule being delayed but wouldn't hurt his furniture arrival schedule because all the floor was completed before the furniture arrival time. I was never rude or unsympathetic. However, [redacted] was upset and immediately demanded compensation for such incident. I talked with my boss and we decided to do the stair and railing sanding project at no cost, bringing the total contract down to $2,400.00. **. & [redacted] agreed to this and they paid total of $2,400.00 when everything was complete. (We have the bank record and copy of their payment which I have attached to this email.) Even though the project became loss profit, everytime when [redacted] had called me I responded immediately and returned his calls. [redacted], however, didn't answer my calls sometimes and never returned my calls. His complaints are not true and we have all paper work and records to prove that his statements are false accusations. Benny C[redacted]Project ManagerCustom Floor

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:In humble opinion Benny C[redacted] is a complete hustler. In my twenty-two years as an Active Duty Military family, we pride ourselves on integrity and an honest day’s work - we felt duped; we have never witnessed such a crook. His rebuttal is full of falsehoods, and this is our first time hearing that one of his workers had a medical emergency and that we were provided a service free of charge. The actual morning the workers arrived, we discovered that our staircase and handrails were not going to be completed or done with the floors because that was not in the deal according to Mr. C[redacted]’s workers that he sent over to our home. Mr. C[redacted] relentlessly haggled and even tried to bully us into choosing one of his limited wood stain colors for completing the job, he only had four types of stains to choose from, which was odd, considering he work for a wood/flooring company. The present condition of our floors are horrible! Our floors were done eleven months ago, and at the fourth month (with reservation) we called Mr. C[redacted] to have him come out to re-do the foyer and several other areas, that were faded out and no longer shining, as mentioned in our initial compliant. Our original compliant still stands. We have also spoken to our military community about this company and have warned them not to do business with this crook. Attached you will find: