Essis & Sons, Inc.

April 19, 2016Dear *** ***,Essis and Sons received a letter from the Revdex.com dated April 8, 2016, concerning a complaint filed by *** *** ***The order, ***, was written in November 2014, and the tile installation began in January The customer has since had some concerns with the
groutMrJoe E*** personally inspected the flooring, but could not detect any issues with the groutHe then forwarded the information to *** ***, a representative for the grout manufacturer, ***Upon inspection, *** *** did not detect any problems as wellAs a courtesy, *** extended an offer to seal the grout joints using an epoxy colorantThe customer expressed that they would like all the grout “dug out” and replaced due to a “sandy” residue and “softness' when cleaning the flooringThe customer had numerous contractors look at the job, and *** did agree to replace the groutUnfortunately, upon inspection from independent contractors they also agreed that there was no issue, and that replacing the grout would only jeopardize possibly breaking existing tile and also creating a lot of dust and unnecessary mess in the customer's homeThere is no possible way the grout is “too soft” if numerous contractors were not willing to remove it without further complicationsIn addition, there were several grout colors used throughout the homeIt would be unheard of that every color used could have the same issue*** produces these grout colors in large batches, and currently has no other complaints from any other consumerThe conclusion of many professionals is that the grout may not have been properly cured prior to the customer applying a sealant as well as over scrubbing while cleaning and maintaining the floorThe offer from *** to seal the floor with an epoxy colorant is still being offered.Sincerely,Essis and Sons Carpet One

Hello ***,Pursuant to our conversation this morning, MrE*** agreed at no charge to replace *** ***'s carpet, for the third time.*** *** recently visited our Harrisburg store and selected new carpetThis carpet has been ordered and should be received within to daysOnce it arrives we will schedule a date with *** *** to complete the installation, which is also being included at no charge to the customer. Tom BHarrisburg Store

[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: ***
I am rejecting this response because:The report from Essis and Son is accurate in all respects except for statement of picking out upgraded carpet. The carpet that we have is longer available. Essis is offering only $per square yard replacement cost....that is only $per square foot. My wife and I spent much time in their store with their sales assistants and could find no EQUIVALENT grade carpet for $per square foot. That cost will not even get bargain grade carpet! We picked out carpet that was similar in texture, style, fiber, construction, and weight. The extra cost for similar carpet amounted to an additional $out of pocket. We are willing to accept replacement but it should be a fair replacement. As the reports state, the carpet was replaced once by *** with same wear pattern. When replacement carpet was installed, Essis promised they would replace it again if it wore again. I reported the wear of the replacement carpet within months of installation. We only ask that they live up to their promise. I fully understand that Essis is caught between the customer and ***. We have dealt with Essis with all of our flooring needs since we relocated to the Harrisburg area. We have been very pleased with their service in the past. I even negotiated higher replacement reimbursement for Essis when we had to replace flooring due to water damage since I believed the original offer from the insurance company was unfair to Essis. A fair resolution would allow us to continue to partner with Essis in future business
Regards,
*** ***

[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 made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

April 2, Dear *** ***, The letter dated March 28, 2016, is the first correspondence that we have received regarding this complaintEssis and Sons takes great pride in our Revdex.com ratingWe would not intentionally delay any response to the Revdex.com.The product referenced in this
complaint was purchased at Prosource of HarrisburgProsource is a wholesale division of Essis and Sons Inc*** *** *** contracted her own installer to install the hardwood flooring Enclosed are two independent certified inspection reports, both of which concluded that the condition of the floor is installation related• - - ,The installation instructions state, “The installer and owner assume all responsibility for the final inspection and quality of the product, flooring should be carefully examined for finish and qualityDo not install hardwood flooring that is unacceptable.”With that stated, in order to help resolve this matter my manager has been in contact with *** *** ***, and has offered to replace two boards that are showing signs of delaminationThe replacement of these boards would be at our expense even though we hold no responsibility related to the installation.Sincerely,Joseph E

Date: January 11, 2017To Whom It May Concern,This is in response to the complaint from [redacted] complaint # [redacted].Attached is the following documentation:Item 1: Contract dated 4-22-16 signed by [redacted]. The document shows the style and color of the carpet ordered, the work to be...

performed, and the amount to be paid. At this time [redacted] placed a $400 deposit on the contract.Item 2: Letter dated 5-11-16 from [redacted] to Rick R[redacted].Item 3: Letter dated 5-17-16 from [redacted] to Ed N[redacted].Item 4: Letter dated 5-18-16 from [redacted] to Ed N[redacted].Item 5: Letter-dated 6-1-16 from Ed N[redacted] to [redacted].Item 6: Invoice dated 6-1-16 to [redacted] for the special order carpet.Item 7: Letter (3 page) dated 6-22-16 from [redacted] to Fred E[redacted]Item 8: Letter dated 7-26-16 from Tammy B[redacted] to [redacted]. Item 9: Letter dated 8-8-16 from Tammy B[redacted] to [redacted].Item 10: Letter dated 8-27-16 from [redacted] to Fred E[redacted].Item 11: Letter dated 9-2-16 from Fred E[redacted] to [redacted].Item 12: Letter dated 11-17-16 from [redacted] to Mr. Essis.Item 13: Notes Ms. B[redacted] kept regarding [redacted].As you can see, Essis and Sons attempted to contact [redacted] numerous times to refund the full amount of his deposit even though we were under no obligation to do so since he ordered a special order product and signed the contract. Since the initial deposit was made by credit card, the refund must be made to his credit card. [redacted] refuses to provide his credit card information.Thank you,Fred E.President

Dear [redacted],
font-family: arial, sans-serif;">I have put together all the information and communication regarding this complaint. Attached is an explanation and answer to the complaint, the claim we filed on behalf of the customer, and both manufacturer inspection reports.Our company has been operating for 75 years and we take pride in every aspect of this business. It has always been our policy to be sure our customers are satisfied and we take every opportunity to accommodate them. We felt we did exactly what our customer asked of us but even then they were still not pleased with the results.Please review the documents and let us know if there is anything else you need.Thank you,

[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 made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
The agreement to replace the defective carpet for the second time is very acceptable.
Mr. E[redacted] was very professional and cordial.  
Regards,
James S[redacted]