Famous Supply Company

Ref: Case number Thank you for the opportunity to respond to Mr***
complaintAntonio M*** was our previous sales manager but has not been
with us since November 13, Please send any future correspondence to ***
As per my voicemail 6/21/I was first in
receipt of your correspondence
Monday afternoonA little history - This is the Fourth job we have done for
the *** in the last five months, a much larger job of the exact same
*** Laminate, a large Armstrong grouted Luxury Vinyl Tile job installed
in a pattern and a Natural Stone kitchen back splash with a custom design over the
cook topMr*** is a very detail oriented person and we have gone to
every extreme to meet his expectations including working in conjunction with a
trim carpenter to “custom build"' shoe molding so as to maintain a uniform
elevation above two floor coverings that were two different heightsThis custom
work was asked for after prices were quoted, agreed upon and the standard shoe
molding was already installedWe did not ask for or receive any compensation
for this extra work. Regretfully, two errors
were made on the last jobFirst Brian the installer missed seeing a chipped
board during the installation processThe damaged board is not casually noticeable,
but once you know where it is you can detect it more easilyThis type
oversight is not unheard of and can be remedied in one of three ways per the
manufacturers written procedures. One of the procedures
(see *** literature from ***) is to fill the void with a color
matched fillerBrian attempted this remedy but was not satisfied with the
results and then removed the fillerApparently a tiny amount of filler was
left in the joint between the two planks and Mr*** discovered itAll of the above was simply the result of “man's
imperfection."' No one is perfectThe second error was the unnecessary
and totally avoidable one - not telling the *** of the issue only for them
to find it laterWhile Brian didn't discover the damaged board until shortly
before finishing the job and was obligated to pick up his daughter at a time
that would not allow time to correct the issue he still made a serious error in
judgement by not bringing it to their attentionHe realizes his error, never
tried to say the floor was damaged after he left the jobsite and deeply regrets
his decision to not disclose the damaged board and offer to come back the next
morning to correct the problemAll of this being said replacing this board is easily
accomplishedAgain see the *** or go to *** and navigate to
see a seven minute video of a plank replacementThe *** repair would even
be easier as one end of the board is openMr*** had agreed to us doing
the plank replacement on 6/14/at 7:amBrian had offered to do the
repair on a Saturday or Sunday but 7:am that Tuesday was Mr***
requested timeWe juggled our schedule to accommodate himUpon being made
aware of the chipped board I had ordered an entire carton (eight boards) of new
product and personally delivered it to the jobsite for proper acclimation so as
not to deplete Mr*** "shelf stock" of materialI had also
given him the option to pull all the flooring up back to the chipped board,
replace it and reassemble the floorAgain all of this would be done according
to *** specificationsThe extra call on of material would allow us to
replace up to eight boards at his discretion and add these previously installed
boards to his shelf stockOn 6113/Mr*** called the store and
cancelledThat afternoon I called Mr*** and tried, without success, to
persuade him to let us do the plank replacementIt was at that time that he
asked for a monetary concessionI did not make the $offer at this
pointInstead, I advised him that my added cost to make the repair would
literally be the cost of gasoline for the van to travel miles from my store
to his house as Brian would be providing the service at no chargeI advised
him I did not want to "solve this problem" with a price adjustment, but
if that was his wish to consider the above carefully before coming up with the
dollar amountAt that point he asked for 25% of the entire contract amount
which would be $(not $500.00)It was at this point I offered him a
$adjustment if he would not allow us our legal right to complete his
jobAgain, all I want to do is finish my job giving him a beautiful floor that
he and his wife can be proud ofDuring a conversation the following night
Brian voluntarily offered to split the requested amount with L & M and we
decided to go along with the $price adjustmentThe letter to the ***
was hand written the following day, typed, proofed and mailed certified mail on
6116/and followed up via regular mail on 6/20/All of this was done
prior to my knowledge of Revdex.com involvementPlease see the
*** copy of the letter sent to the ***ln reviewing the letter to
the Revdex.com, Mr*** is indicating if the price concession
is made, he will remedy the problemDuring our conversation he made no mention
of thisMy concern is that I intend to offer full warranty of this job except
for the chipped plankL am fully aware of Brain s capability as an installer
to make this repairHe has been employed by my company since March of and
is a top notch installerIf Mr*** himself or someone in his employ
makes the repair, I have no control over the integrity of the work being done
As a result, if a warranty related issue were to arise in this area or the
floor or his repairs caused an issue elsewhere as a result of improper workmanship
in the chipped area of the floor the *** would be on their own or subject
to relief from their subcontractorFinally, as per the letter, we agreed to make
the price concession of $that was asked for (not $500.00)We recommend
against it and strongly suggest for many reasons that we be allowed to do our
job and provide the *** with the beautiful warranted floor they contracted
for

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]