Dillabaugh's Flooring America & Design

Complaint: [redacted]I am rejecting this response because their work on a brand new home was completely unacceptable:
The response from Dillabaugh's is inaccurate: the complaint about the pooling water on in the shower originated immediately after the buyer moved in; the grout around the repair was darker, not even a close match to the existing grout, if the same grout been used, it would match. During the "repair" they failed to remove enough of the depressed tiles to stop the pooling.
The remaining few depressed tiles need to be corrected, the grout around the "repair" needs to be changed to the right color, and the cracked tile needs to be replaced.
Sincerely,[redacted]

In regards to this particular claim, both Tim S[redacted] (the sales professional) and the installer met with [redacted] on site at the time of the repair and explained to [redacted] that to accomplish what he was asking to do, there would be lippage on a tile. This had to be done so that things would...

drain accordingly while at the same time the waterproofing wouldn’t be sacrificed.  It was also explained to him that because this tile had been installed nearly a year prior, that being able to match the grout would be impossible.  Despite informing [redacted] of both of these issues, [redacted] informed Tim to proceed.  We did, both of the things that we informed him would happen did happen, and now they don’t like the result.  In regards to the cracked baseboard tile, the first we knew of this was in the Revdex.com complaint and neither Tim, nor the installer, recall any such tile being cracked prior to them leaving this repair.

While we certainly feel for [redacted]'s struggle with the floors and tile, we've visited with him on numerous occasions both in the store and in his home to address these.  In all, four different representatives from Dillabaugh's have attempted to help.  [redacted] selected a high sheen floor...

that requires maintenance that he wasn't performing; however, we discussed this with him in his home on how to help maintain it moving forward.  In regard to the tile, [redacted] requested a friend to install his tile and, prior to allowing us the chance to look at it, tore tile off of the wall in an attempt to find a cause of the grout cracking.  This decision to take the tile off and damage the shower himself, along with the fact that the warranty provided by his homebuilder has passed, leads to my request for the Revdex.com to please dismiss this claim.

Dillabaugh’s still stands by its stance that we did everything that the [redacted] asked of us in performing this repair. Today, the [redacted] sent an invoice for $305.71 for Dillabaugh's to pay someone else to do the work they're wanting.  We will pay this invoice out of goodwill to close this complaint.

Complaint: [redacted]I reject your response. I have attached my Home Renevation Diary, so you can actually understand what has happened.
I have also attached the letter to explain the reasons of rejection.
Sincerely, [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Unfortunately, the version of events as [redacted] has laid them out isn’t entirely accurate. I heard nothing about this job prior to an email dated March 9, 2016 and have never once, as the owner of the company, told them we wouldn’t help because this was a “site condition”, even though it truly is....

 The concern I have is that the [redacted] are inaccurately depicting things that I never said in an attempt to slander our reputation.   
 
In looking at the situation, these four boards that are coming up are actually from a repair that we were called out to work on already.  We did this as part of another repair at a financial loss to our company in good will. We have helped previously at our expense and its unfair to say that Dillabaugh’s is unwilling to help when the complaint is for a repair to a repair.  When the humidity levels in the home weren’t maintained, the boards shrunk.  When we install new boards, we are careful to abide by the National Wood Flooring Association standards of installation.  We measure the moisture content in the wood and the sub floor before installing and if they’re within tolerance we proceed.  In this case, they were within tolerance. 
 
The original job was performed in June 2014 and the repair was done in July of 2015. There was nothing wrong with the repair until it was reported in December of 2015, which is generally the time that relative humidity drops and floors start to shrink.  Since the relative humidity levels in the home were not maintained, the repair began to fail.  This is a job-site condition and nothing that Dillabaugh has caused.  This is very common in hardwood floors in our geographic area.  Its also something that’s not covered by warranty as relative humidity is not something that Dillabaugh’s controls. 
 
With all that said and despite the unfair accusations, we are still willing to help participate in resolving this solution but we won’t do it at our expense as at some point the consumer must take responsibility for maintaining standards in the home.  According to our hardwood manager, Kelley, the hard cost to get this accomplished is roughly $450.  We’d be willing to do this repair for our cost and not make money on it, as an act of good will to get this repaired.  However, in so doing, we ask that the humidity levels of the home are maintained and the homeowner take responsibility for their floor.
Casey D[redacted]
 
President
Dillabaugh’s Flooring America

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Firstly I would like to thank you for taking the time to seek a remedy from your experience over the course of the summer with Dillabaugh’s. It is only through feedback such as yours that we are able to maintain, and improve, upon the services that we provide our valued customers.I remain very...

disappointed, and again extend my deepest apologies to you and your family. While an apology will regrettably not alter the outcome of your experience on this occasion, I do extend it with all sincerity. I certainly empathize regarding the points you mention in your review, especially the extended period of time you endured without a satisfactory outcome. This level of service is certainly not acceptable and I will personally address, with my respective company managers, in the next several days.I want to take a moment to specifically address several items you outlined in your review. First, I want to thank you for acknowledging the manufacturers role with the issue of the tile in your laundry room. This was certainly not anticipated, however, it did make for lost time in the completion of your laundry room floor. Second, I want to extend to you my full assurance that you will be compensated for damage done to the storage drawer on your oven, and any rip and/or tear to your couch. Finally, I am extremely happy we were able to provide the new profile wall base you selected.I have asked a member of my management team to be in contact with you this week to finalize compensation of the items addressed above. Best regards,Casey D[redacted]