Dynamic Floors

Thank you for the opportunity to address concerns raised in Complaint ID# [redacted].Attached you will find a copy of an email which was sent to the customer prior to receiving notification of the complaint filed with the Revdex.com. We have provided the customer with line by line, detailed analysis...

of the balance owed, as well as an offer to inspect the product in question. We have received no response as of yet.To address specific concerns in the complaint, we offer the following:1. Scheduling - The customer advised that the earliest date we could get into the home to install was January 9th, and that she would be on site and available for install on the 9th, 10th, 11th & 12th. Installation was indeed scheduled for the 9th & 10th (Friday & Saturday), but when a scheduling problem arose for Saturday the 10th, we knew we had until Monday the 12th to complete the flooring project. We didn't anticipate that this would cause a hardship for the customer as she has already given us until Monday the 12th to complete the project and she wasn't living in the home as of yet. As it turns out, her work was completed in one day, Friday the 9th, and there was no need to return.2. Complaint - The customer made no mention of her concerns about the wood flooring quality while the installer was on site. In fact, to the contrary, both the installer and his helper said the customer 'petted' the floor at least twice and exclaimed how, "BEAUUUTIFUL" it was. In addition, the customer never called our salesperson to advise of her concerns - not the day of installation nor afterwards. The concern wasn't mentioned until the salesperson contacted the consumer four days post installation to go over the adjustments made to her billing and to collect the balance due. It was only when the customer was told there was a balance due that she advised of a concern with the quality of the floor installed.3. Material Quality - Dynamic Floors has not had the opportunity to inspect the actual sample from the installation that the customer has in hand, and therefore cannot make a final determination if the flooring provided was, in fact, what was selected. At this point, however, all information we have at our disposal indicates the flooring selected is absolutely correct. We have leftover cartons of actual material (which per the attached letter were unused and credit has been applied to the customer's invoice) from her project, product information on the carton, and the vendor invoice from our wood purchase, all of which indicate correct material.4. Customer Sample - When the customer mentioned her concern with the quality of material installed, she expected the balance of her invoice to be credited off. Our salesperson explained that we couldn't do that since all indications we have is that the material was correct and we hadn't seen a sample that would have shown us otherwise. Our salesperson offered to go to the customer's home and inspect the product, which is standard procedure to investigate such a concern. The customer was offered 4-5 different times and days for this inspection, none of which worked. The customer stated she still wasn't living at the home where the flooring was installed, so our salesperson then offered to meet her where she was living to view the sample. That wasn't convenient either. The customer was given the option to bring the sample to our showroom but she stated that our closing time of 5pm wasn't convenient. Our salesperson offered to stay late on Friday, January 16th, so that the customer could come in at 5:30. The customer agreed. Unfortunately, an email exchange prior to that appointment got heated and the appointment was cancelled, however, you can see that the salesperson made every attempt to inspect the sample the customer was referencing.On Tuesday, January 20th, the attached letter was sent to the customer in hopes of resolving the situation, and as indicated, we have not had a response. All credits and additions to the customer's invoice have been detailed and provided to the customer. The balance of $389.94 is indeed due and payable.As you can see from our history, we are an A+ company who has always remained in excellent standing. We take pride in providing outstanding customer service, quality material, and professional installation, and wish to have this matter resolved as soon as possible.   Thank you in advance for your consideration and assistance.[redacted]Owner, Dynamic Floors

Thank you for the opportunity to address concerns raised in Complaint ID# [redacted].Attached you will find a copy of an email which was sent to the customer prior to receiving notification of the complaint filed with the Revdex.com. We have provided the customer with line by line, detailed analysis...

of the balance owed, as well as an offer to inspect the product in question. We have received no response as of yet.To address specific concerns in the complaint, we offer the following:1. Scheduling - The customer advised that the earliest date we could get into the home to install was January 9th, and that she would be on site and available for install on the 9th, 10th, 11th & 12th. Installation was indeed scheduled for the 9th & 10th (Friday & Saturday), but when a scheduling problem arose for Saturday the 10th, we knew we had until Monday the 12th to complete the flooring project. We didn't anticipate that this would cause a hardship for the customer as she has already given us until Monday the 12th to complete the project and she wasn't living in the home as of yet. As it turns out, her work was completed in one day, Friday the 9th, and there was no need to return.2. Complaint - The customer made no mention of her concerns about the wood flooring quality while the installer was on site. In fact, to the contrary, both the installer and his helper said the customer 'petted' the floor at least twice and exclaimed how, "BEAUUUTIFUL" it was. In addition, the customer never called our salesperson to advise of her concerns - not the day of installation nor afterwards. The concern wasn't mentioned until the salesperson contacted the consumer four days post installation to go over the adjustments made to her billing and to collect the balance due. It was only when the customer was told there was a balance due that she advised of a concern with the quality of the floor installed.3. Material Quality - Dynamic Floors has not had the opportunity to inspect the actual sample from the installation that the customer has in hand, and therefore cannot make a final determination if the flooring provided was, in fact, what was selected. At this point, however, all information we have at our disposal indicates the flooring selected is absolutely correct. We have leftover cartons of actual material (which per the attached letter were unused and credit has been applied to the customer's invoice) from her project, product information on the carton, and the vendor invoice from our wood purchase, all of which indicate correct material.4. Customer Sample - When the customer mentioned her concern with the quality of material installed, she expected the balance of her invoice to be credited off. Our salesperson explained that we couldn't do that since all indications we have is that the material was correct and we hadn't seen a sample that would have shown us otherwise. Our salesperson offered to go to the customer's home and inspect the product, which is standard procedure to investigate such a concern. The customer was offered 4-5 different times and days for this inspection, none of which worked. The customer stated she still wasn't living at the home where the flooring was installed, so our salesperson then offered to meet her where she was living to view the sample. That wasn't convenient either. The customer was given the option to bring the sample to our showroom but she stated that our closing time of 5pm wasn't convenient. Our salesperson offered to stay late on Friday, January 16th, so that the customer could come in at 5:30. The customer agreed. Unfortunately, an email exchange prior to that appointment got heated and the appointment was cancelled, however, you can see that the salesperson made every attempt to inspect the sample the customer was referencing.On Tuesday, January 20th, the attached letter was sent to the customer in hopes of resolving the situation, and as indicated, we have not had a response. All credits and additions to the customer's invoice have been detailed and provided to the customer. The balance of $389.94 is indeed due and payable.As you can see from our history, we are an A+ company who has always remained in excellent standing. We take pride in providing outstanding customer service, quality material, and professional installation, and wish to have this matter resolved as soon as possible.   Thank you in advance for your consideration and assistance.[redacted]Owner, Dynamic Floors

The following email was sent to the consumer yesterday, 1/29/2015, in an attempt to facilitate an opportunity for her to compare the product chosen with the product received. Based on her last email, she is coming to our Dynamic Floors showroom tomorrow, 1/31/2015, at 10:30am, to do just that. We have determined that the consumer absolutely received the product chosen and are hopeful that when she does a side by side comparison, her concerns will be allayed.As far as the consumer's additional complaints and comments, I can only assure you that the staff at Dynamic Floors is professional, considerate, and accommodating at every level. We take enormous pride in our company and have a long history of excellence in every area. It's unfortunate that the consumer's opinion differs from this. We stand by our initial response. The product chosen was installed and the balance due is correct. Sincerely,[redacted]Ms. [redacted],As per our phone conversation, I have scheduled [redacted] to meet with you in our showroom on Saturday, January 31st at 10:30am. She will have the original sample board you viewed, as well as an actual wood board brought back to the showroom from your jobsite. She is expecting you to bring in a sample of the wood in question.As you hung up, I was attempting to explain that the purpose of Saturday’s meeting is so both you and a representative of Dynamic Floors can view all wood pieces, together, at the same time. Please note that [redacted] IS NOT authorized to discuss any ‘next steps’ with you. Her responsibility is to allow you the opportunity to compare wood samples and to report her findings back to me. On Monday, you and I can speak, compare findings, and discuss next steps. A copy of this email will be filed with the Revdex.com to update the complaint file. Thank you in advance for your time,[redacted]Office Manager, Dynamic Floors[redacted]

[redacted]  [redacted]Office - ###-###-####Fax - ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I most certainly do not accept the retailer's response.  The owner was not there and would not speak to me. Their account is pure fiction.  There is no truth to their statements.  They have created a story to vilify me and justify their fraudulent actions.  They have made no attempt to work with me.  In fact they are currently initiating actions to put a lien on my home for disputed amounts without even reaching out to me to try to resolve this problem. Their staff have been consistently rude, aggressive and defensive with me.  In every telephone call I have attempted they have repeatedly spoken over me to shut me up and refuse to listen to me, their paying customer.  I paid them over $1400 in good faith and trusted them with nothing short of my new home.  After installing inferior flooring that I never approved, never ordered, never wanted in my home, they have never once apologized or been even polite to me, nor have they offered to work with me to resolve this.  I have reached out to them twice now to show them the flooring that was installed and to compare it to that which I picked out, ordered, and put paid a substantial deposit for.  At this time they are trying to convince me that I DON'T REMEMBER WHAT I ORDERED.   They will not even consider that they made an error. Speaking as a former business owner and long time business professional, these people know nothing of respectful communication, integrity, professionalism, customer service, fair dealing or, heaven forbid, service recovery.  I could not regret more trusting these people with my home and my hard earned money.  They operate immorally and rudely; to a person.  They have no business holding a license to conduct trade.  Even when confronted with the truth of their error and fraud, I am convinced they will force me to pay additional funds for services and inferior materials I never intended to receive.

Regards,[redacted]

Review: I picked out high quality wood florring and placed a good faith estimate of half of the total amount for installation of this flooring. This flooring was nearly a half inch thick and was stained wood. They charged be $3.99 per square foot just for the flooring. I scheduled the install 3 weeks in advance. Two rooms were to receive this flooring. They are adjacent to each other so it was important that the rooms matched. It would take 2 days for this install. We scheduled a Friday and Saturdy, all day for the service. A week before the install date, I was called by the flooring company to confirm the install dates. 1 day before the install date I was called by [redacted] and told that the installer could not work on Saturday due to the fact that another job was runniung long. I was not satisfied as this was a vacant home and I had movers scheduled to bring furniture into those rooms shortly after the install. She told me to "work it out with the installer". When the installer came in, he told me he could not work on Saturday because of a baby-sitting problem. Thus showing [redacted] to be dishonest. I told him to do what he could. I was working in another part of the house all day. No one came to me to show me the flooring to be installed. No one from the store came by to ensure everything was going correctly with the install. Every time I've had flooring installed in the past, the person who sold me the flooring came out to the house mulitple times to ensure everything was in order. I happen to walk by while the flooring was being installed in one room and the wood looked nothing like what I ordered. The installer was half finished with the room and unable to come the next day, so I allowed the room to be finished. He showed me the wood left over and I confirmed it was not the flooring I ordered but some wafer thin, artificial flooring, just a step above Pergo. This flooring would sell for less than $2.00 per square foot. I called the flooring company and told them what happened. [redacted] was rude and argumentative and suggested the error was somehow my fault. Now, instead of adjusting the bill for the inferior flooring, crediting my bill, AND offering an apology, they are demanding even more money for inferior flooring that I did not order and do not want. Now I have to find another, legitimate company, to come and redo their work.Desired Settlement: I expect the invoice to be reduced per the cost of the inferior flooring that was installed and a credit to my charge card for the difference. I also want an apology from the owner for the dishonest and rude way in which I was treated and for committing a fraud on me for installing inferior flooring to that which I ordered and paid for in good faith.

Business

Response:

Thank you for the opportunity to address concerns raised in Complaint ID# [redacted].Attached you will find a copy of an email which was sent to the customer prior to receiving notification of the complaint filed with the Revdex.com. We have provided the customer with line by line, detailed analysis of the balance owed, as well as an offer to inspect the product in question. We have received no response as of yet.To address specific concerns in the complaint, we offer the following:1. Scheduling - The customer advised that the earliest date we could get into the home to install was January 9th, and that she would be on site and available for install on the 9th, 10th, 11th & 12th. Installation was indeed scheduled for the 9th & 10th (Friday & Saturday), but when a scheduling problem arose for Saturday the 10th, we knew we had until Monday the 12th to complete the flooring project. We didn't anticipate that this would cause a hardship for the customer as she has already given us until Monday the 12th to complete the project and she wasn't living in the home as of yet. As it turns out, her work was completed in one day, Friday the 9th, and there was no need to return.2. Complaint - The customer made no mention of her concerns about the wood flooring quality while the installer was on site. In fact, to the contrary, both the installer and his helper said the customer 'petted' the floor at least twice and exclaimed how, "BEAUUUTIFUL" it was. In addition, the customer never called our salesperson to advise of her concerns - not the day of installation nor afterwards. The concern wasn't mentioned until the salesperson contacted the consumer four days post installation to go over the adjustments made to her billing and to collect the balance due. It was only when the customer was told there was a balance due that she advised of a concern with the quality of the floor installed.3. Material Quality - Dynamic Floors has not had the opportunity to inspect the actual sample from the installation that the customer has in hand, and therefore cannot make a final determination if the flooring provided was, in fact, what was selected. At this point, however, all information we have at our disposal indicates the flooring selected is absolutely correct. We have leftover cartons of actual material (which per the attached letter were unused and credit has been applied to the customer's invoice) from her project, product information on the carton, and the vendor invoice from our wood purchase, all of which indicate correct material.4. Customer Sample - When the customer mentioned her concern with the quality of material installed, she expected the balance of her invoice to be credited off. Our salesperson explained that we couldn't do that since all indications we have is that the material was correct and we hadn't seen a sample that would have shown us otherwise. Our salesperson offered to go to the customer's home and inspect the product, which is standard procedure to investigate such a concern. The customer was offered 4-5 different times and days for this inspection, none of which worked. The customer stated she still wasn't living at the home where the flooring was installed, so our salesperson then offered to meet her where she was living to view the sample. That wasn't convenient either. The customer was given the option to bring the sample to our showroom but she stated that our closing time of 5pm wasn't convenient. Our salesperson offered to stay late on Friday, January 16th, so that the customer could come in at 5:30. The customer agreed. Unfortunately, an email exchange prior to that appointment got heated and the appointment was cancelled, however, you can see that the salesperson made every attempt to inspect the sample the customer was referencing.On Tuesday, January 20th, the attached letter was sent to the customer in hopes of resolving the situation, and as indicated, we have not had a response. All credits and additions to the customer's invoice have been detailed and provided to the customer. The balance of $389.94 is indeed due and payable.As you can see from our history, we are an A+ company who has always remained in excellent standing. We take pride in providing outstanding customer service, quality material, and professional installation, and wish to have this matter resolved as soon as possible. Thank you in advance for your consideration and assistance.[redacted]Owner, Dynamic Floors

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I most certainly do not accept the retailer's response. The owner was not there and would not speak to me. Their account is pure fiction. There is no truth to their statements. They have created a story to vilify me and justify their fraudulent actions. They have made no attempt to work with me. In fact they are currently initiating actions to put a lien on my home for disputed amounts without even reaching out to me to try to resolve this problem. Their staff have been consistently rude, aggressive and defensive with me. In every telephone call I have attempted they have repeatedly spoken over me to shut me up and refuse to listen to me, their paying customer. I paid them over $1400 in good faith and trusted them with nothing short of my new home. After installing inferior flooring that I never approved, never ordered, never wanted in my home, they have never once apologized or been even polite to me, nor have they offered to work with me to resolve this. I have reached out to them twice now to show them the flooring that was installed and to compare it to that which I picked out, ordered, and put paid a substantial deposit for. At this time they are trying to convince me that I DON'T REMEMBER WHAT I ORDERED. They will not even consider that they made an error. Speaking as a former business owner and long time business professional, these people know nothing of respectful communication, integrity, professionalism, customer service, fair dealing or, heaven forbid, service recovery. I could not regret more trusting these people with my home and my hard earned money. They operate immorally and rudely; to a person. They have no business holding a license to conduct trade. Even when confronted with the truth of their error and fraud, I am convinced they will force me to pay additional funds for services and inferior materials I never intended to receive.

Regards,[redacted]