Elite Epoxy

To whom it may concern: I am responding with reference to the *** *** *** report to the Revdex.com, complaint number ***In response to her complaints, I will address each one as she listedAlso,
I have included this statement as an attachmentThank you First, the work was quoted in three (3) phases/available to walk on the fourth (4) as usualThe installation would have been completed in the usual timeframe however; product being shipped to her home address via *** did not arrive due to the fact that there are technically two addresses for that location, *** and *** informed me of this and when I entered the address into GPS it provided me a different city (although the same address and location) and when my partner (installer) entered GPS it also gave the same address but a different city(***)*** can verify this as it is on recordSecond, Instead of contacting me the order was shipped back to *** **Let it be known that my partner sat outside her home from 7am-7pm waiting for the shipment that was supposed to arrive on the designated dateThe order was not shipped out until four (4) days later when it arrived in *** **. When it was finally shipped out it took another four (4) days to reach the destination with the new address entered upon my second instruction*** verified their mistake and issued me a complaint form which I filed to recoup some of the shipping cost chargesWe were working on three (3) other flooring projects at the same time so taking time out to sit and wait two (2) days total for product that never arrived, we were forced to work with less employees hence increases wage hoursThird, when the flake arrived it was a micro flake (which is stated in the quote) however, it was not the flake *** *** *** orderedThis particular flake was missing a color so instead of sending and waiting an additional eight (8) days we decided to seek out the flake elsewhere but this flake was a custom pattern and very difficult to findSo, at this point I am in the red with two hundred (200) pounds of flake, two shipping order charges (2), four (4) days of wages due to sitting and waiting for the product to arrive and also searching for this custom flake blend and its sizeWhen I found (I was forced to purchase from a competitor for a higher price) the flake patterns and pieced it together it took, as I stated it took an additional two (2) daysThis process took until 2pm on the third (3rd) day to find, piece together, and purchase the flakeThe home owner had no idea of how complex this process was obviously and no idea how badly I was already in the red with regard to this installationFifth, *** *** *** was informed that prep would take one day, which it didHowever, we were doing two floors, in two homes, directly next to one another, hence two (2) days of prepThe flooring system we installed was a high end system that was issued a substantial discount initially at the request of the home owners. This coupled with all the charges accrued throughout the fifteen (15) days we had lost several thousand dollarsWe are a small company with an excellent track record and have never had any complaints or anything less than a five (5) star rating because today with social media so easily accessible a company cannot afford to have anything less and we pride ourselves on this*** *** *** bashed us on social media ruining our rating because she wanted another discount for the inconvenienceThis installation debacle was a series of unfortunate events for all parties involved and rather than speaking with me personally on the final day of completion (which is policy for our walk through and is stated in the quote) I was snubbed and emailed rather that I need to issue another discount before payment would be receivedElite Epoxy LLCand all of its employees, myself included, pride ourselves on installing a high quality floor at a reasonable price and we have been doing so for two (2) years. We would never intentionally inconvenience any client at any time during an installmentAs I stated we are a small family run/owned business that will persevere regardless of the slander *** *** *** continues to post to the Revdex.com or on social media because we are about the client not any one employee, so *** *** wants another discount of $then so be it because we are a proud company willing to move on from this after a massive loss already and an apology. Again, it was a series of unfortunate events and I took several actions to prevent any further inconvenience for any party involved but sometimes things are out of your handsI hope this will satisfy *** *** *** and finally put an end to this