Fine Floors by Ed White

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.
Regards,
[redacted]

The independent inspector came to our home ome on Friday June 26th. He informed us that he would make a report and it should be with the carpet mill by the following Monday June 29th. As of close of business on July 1st we have not heard from the carpet mill or Ed white Floors.

Fine Floors by Ed White has not resolved our concerns regarding the quality/warranty of the carpet.  I contacted the original owner of the flooring company and spoke to the CEO.The CEO of [redacted] interceded on my behalf with Ed White.  An independent carpet mill representative came to our home and inspected the carpet.  He filled a claim to have an independent carpet inspector come out to our home to conduct a full inspection.  This is scheduled for Friday, June 26th.  We hope to have a resolution at this time.

My sincere apologies to this customer.  I acknowledge that as a company, we have been experiencing a tile-labor shortage and have been working diligently with our installation department to increase the number of tile craftsmen to meet the demand of our tile market.  With quality of...

craftsmanship being of great importance, we don't simply want to put a tile crew in to any of our customer's homes without them being tested to make sure the level of craftsmanship is acceptable, which takes time.I am aware that these past delays would appear to be excuses, but I assure you that it's been due to a lack of tile labor instead of us just dragging our feet.  We have rescheduled the installation of this tile until next week, I am hopeful that we can deliver on the installation of this customer's tile and that they will be satisfied with the completed work.

As of July 15, 2015 there has been no contact from Fine Floors by Ed White or the carpet manufacture! see note below from Ed White
The
rep from the carpet manufacture said that he should be in touch with
Fine Floors or Mr. [redacted] within the next week to schedule a time to
retrieve this sample if they see necessary.  Once I am notified by the
carpet manufacture of their schedule, I will be happy to notify the
[redacted]s of the progress of their claim.
Regards,
[redacted]

Fine Floors by Ed White will be happy to facilitate any claim that the already scheduled independent flooring inspector deems necessary.Regards,Ed White

Fine Floors by Ed White has been willing from the start, to fix the problems with the tile installation for Mr. [redacted].  Upon initial contact from Mr. [redacted], he gave us odd hours that he could be contacted because of his unique work schedule.  This unfortunately, conflicted...

 with our installation department's hours.     As Mr. [redacted] was starting his day after waking up in the afternoons, our installation department was already closed because of the very early morning start time they keep.  They get to the warehouse very early to be able to pull materials and load crews before they travel to customer's homes to start that day's installations.  There were numerous attempts made to contact Mr. [redacted] to then find out that we couldn't contact him because of the stipulation of his sleep schedule.   I always want our customers to be totally satisfied with all aspects of their new flooring installation, but do acknowledge that an occasional repair may occur.  I take pride that when these rare circumstances happen, we repair them in a timely fashion.    We scheduled a date to return to Mr. [redacted]'s home to take care of the installation issues.  The issues were: lighter splotches appearing in a very dark colored grout, grout that had not been totally removed from the base of several door jams/residue left on baseboards and carpet that had been pulled up in a bedroom doorway(s) by Mr. [redacted]'s pet.  As far as I was aware, those repairs had been completed and were done to Mr. [redacted]'s satisfaction.     I was contacted approximately 2 weeks after the repair by Mr. [redacted] and he notified me that some of the grout colorant that had been applied during the repair had come off.  I apologized to Mr. [redacted] for this and told him that I'd like to schedule a time to fix the issue.  (Now, I have work occasionally done in my own home and if there is ever an issue with the work that was done I ask them to fix it & I expect them to do just that, as I have offered to do for Mr. [redacted].)  Mr. [redacted] demanded we compensate him $1500.00 and was very hostile.     Mr. [redacted] has allowed us to return once to make repairs, which we thought initially were done to his satisfaction.  The grout colorant used is a specified material by the original grout manufacturer and installed per that company's specifications.  I told Mr. [redacted] on the phone that I would be happy to make necessary repairs when he would like - that offer still stands.Regards,Ed White

The customer was uncooperative in allowing us to finish our contracted work. She made repeated changes and demands in which we did our best to accommodate but were rejected, In Addition she repeatedly refused our suggestions on what stains colors that specific species of wood would accept , Instead she choose to go to a paint store where they are not flooring experts. Our professional wood installer had her sign paper work because he strongly advised her against the stain she choose which than affected the overall finished work. She also unreasonably expected  our company to stain each individual board to her color specifications. We were contracted to match existing floor which was a natural color.So [redacted] our Installation manager also sent out at no extra charge to her,  2nd or better Maple floor per the request of her family friend [redacted] but we were not permitted to tear up floor or to re-install it. We were never compensated for those materials. We have no way of knowing what happened with those materials or whether or not there were ever installed.

In speaking to Ms. [redacted], she described her carpet as showing an unacceptable amount of wear in her two bedrooms for the amount of time she had owned the carpet (aprox. 2 years.)  I scheduled a time to take a look at the carpet and was a bit surprised at how little wear I was...

able to notice.  While I was there I took a couple of photos with my phone of the areas of concern, so that I could send them in with the claim to the manufacture as I have done.    As I mentioned to Ms. [redacted], these claims do often take some time with these carpet manufactures.  The carpet manufacturer contacted me recently to say that there was very little visible wear appearing in the photos.  They asked if a sample piece could be cut out of the back of a closet or an inconspicuous area to be sent to the manufacturer for testing to see if this material is defective or if this is normal expected wear.    I will contact Ms. [redacted] this week to set up a time for this to take place.Regards,Ed White