From: [redacted] [ [redacted] ] Sent: Tuesday, June 17, 8:AMTo: [redacted] Subject: case# [redacted] Response to recent complaint [redacted] The customer is complete and satisfiedThere were several issues with the job causing the delaysAll of these were unforeseen and not the fault of Flohr Mr [redacted] selected a wood that had not been produced and production had been delayed twice since the time of orderWhen he was sold the product he was told it was a backordered itemWe have no control over these delaysOnce his wood did come in we placed several calls to him attempting to scheduleHe was very upset and immediately took the attitude that we were trying to con himAt first I thought he had interesting sense of humorI reminded Mr [redacted] that we are one of the most highly rated flooring companies in town and we would make sure he was taken care of and not to worryMr [redacted] was difficult to schedule and said we could “come whenever” It was very difficult to arrange dates and times and he was not home twice when we came to his home During the day of install the wood installers took up the carpet and found old tile with cutback glue that tested positive for asbestosAt this time work had to be stopped immediately Mr [redacted] was explained what this was and the options for completion of his projectOne option was for Mr [redacted] to hire an certified abatement company to handle the removal of the tile, or we could due and encapsulation method where it is covered in concrete patch and the floor is then floatedThis is also expensive and not in the scope of work that Mr [redacted] contracted us forWe told Mr [redacted] we would have this additional work done for him at cost as a customer service because his wood was delayedHe agreed The floor had issues with leveling and had to be brought upThe moldings that were ordered would no longer work in the doorways and we had to order new onesMr [redacted] was also informed that these would be done later and whyThey had to be ordered from the manufacturerWe paid for the new moldings at no cost to MR***Once the moldings were in we scheduled the installer to go out and put them inMr [redacted] was not home on the day scheduledThe installer called him and rescheduled with Mr***, I also emailed his daughter to let her know when it was scheduled so maybe she could help make sure he was home or even meet the installerThe installer showed up that day and Mr [redacted] was not home again ( golfing) The third time was the charm and we got the moldings installedI am sorry Mr***s installation did not go as planned, but we did do our best to take care of him and got his install completedPlease feel free to contact me with any further questions [redacted] ###-###-#### X [redacted] @austinflohr.com www.austinflohr.com
The customercontacted us around July of and asked us if we could supply and install aproduct that she had already chosen elsewhereShe was apparently shoppingaroundWe did have the ability to acquire the product that she was specifying,but it was not one of our stocking
products, nor was it one that we"recommended" over others that we carry as part of our stockingprogramsShe requested a product and we supplied her with the product that sheapproached us withShe placed an order on 09/09/and installation occurredthereafterThe nail that was shot through her kitchen cabinets that had to bereplaced, is an issue that has already been rectified and servers no purpose inher outstanding issuesShe is just conveniently forgetting to note that we didalready take care of thatThe customer did not contact us again until almost ayear after she placed her order (when her installation warranty was about toexpire)We had several scheduling difficulties getting with her to view andassess the situationWe did go out to initially assess the situationShe toldus that we would need to put the situation on "hold" as she workswith the ACL Festival and would be too busy until after all of that commotionwas overThat is the primary reason for the delay in anything happening fromthe time of her initial contact and her second contact on or about 11/02/2014.We were waiting for her to let us know she was ready to proceed. Wehad another appointment at the customer’s house on 11/14/2014, as she claimedto have additional areas for us to look atAfter that inspection, we realizedthis was a product warranty issue and filed a claim on the customer’s behalf,with the manufacturerOur Project Agreement (contract) states that “FLOHR makes no warranties expressed or impliedon any merchandise sold that are not herein expressedALL warranties onmaterial come from the manufacturer and all material claims must go through themanufacturer.” On several occasions we informed the customer that we arewilling to come out and deal with her concerns regarding the baseboards, butboth she and we agreed that it wouldn’t make much sense to do that until weknow what the manufacturer was going to do regarding her claimTherefore, thatelement of her complaint is on hold until the manufacturer has issued a rulingon the claimBoth the customer and FLOHR have submitted documents to themanufacturer (at the manufacturer’s request) to aide them in determining whatneeds to happen to address the customer’s concerns with her flooring and how itis performingI will add that in my plus years in the flooring industry,that manufacturing claims are not a speedy processIt unfortunately involves alot of “red tape” and channels that the information must forego before a finaldecision about the best way to handle the claim can be reachedI have toremind you that this is the manufacturer’s warranty, and the manufacturer’sprotocol that is at issue at this pointWe have checked as recently as thismorning with the manufacturer’s online claims resolution system, and the filestatus is still reflecting “Assessing Claim”Based on the manufacturer’sdisclaimers about processing claims, it could take as much as another weekbefore we see a reply, or feedback as to what the next step may beThecustomer is aware of all of this at this point and even has access to theonline claims website as wellOnce the manufacturer determines if the customer’sconcerns are covered under warranty or not, they will notify her of that fact.If the claim is approved, we will be happy to assist the customer on themanufacturer’s behalf to rectify the issue to whatever degree the manufacturerspecifiesPlease note, considering this is a manufacturing claim, this wouldbe a voluntary role on our part to assist the customer with the issue, shouldit be approvedWe do this as a Customer Service, but are under no liability todo soI will add that three separate employees that have dealt with thecustomer, have reported that she has been most difficult to the point ofhostileFor us to continue to assist the customer with this matter that isbetween her and the manufacturer, despite the manner in which she has beencommunicating with us, I believe proves that we are attempting to help herAt thispoint, the customer will have to wait to receive the ruling on her claim fromthe manufacturer before anything else can happenAgain, the customer is awareof thisAdditionally, upon the resolution of the manufacturer’s claim, we willmake arrangements to address the customer’s concerns regarding the baseboard asa separate issue from said claim
From: [redacted] [[redacted]] Sent: Tuesday, June 17, 2014...
8:38 AMTo: [redacted]Subject: case# [redacted]
Response to recent complaint. [redacted]
The customer is complete and satisfied. There were several issues with the job causing the delays. All of these were unforeseen and not the fault of Flohr.
1. Mr. [redacted] selected a wood that had not been produced and production had been delayed twice since the time of order. When he was sold the product he was told it was a backordered item. We have no control over these delays. Once his wood did come in we placed several calls to him attempting to schedule. He was very upset and immediately took the attitude that we were trying to con him. At first I thought he had interesting sense of humor. I reminded Mr. [redacted] that we are one of the most highly rated flooring companies in town and we would make sure he was taken care of and not to worry. Mr. [redacted] was difficult to schedule and said we could “come whenever” It was very difficult to arrange dates and times and he was not home twice when we came to his home.
2. During the day of install the wood installers took up the carpet and found old tile with cutback glue that tested positive for asbestos. At this time work had to be stopped immediately . Mr. [redacted] was explained what this was and the options for completion of his project. One option was for Mr. [redacted] to hire an certified abatement company to handle the removal of the tile, or we could due and encapsulation method where it is covered in concrete patch and the floor is then floated. This is also expensive and not in the scope of work that Mr. [redacted] contracted us for. We told Mr. [redacted] we would have this additional work done for him at cost as a customer service because his wood was delayed. He agreed.
3. The floor had issues with leveling and had to be brought up. The moldings that were ordered would no longer work in the doorways and we had to order new ones. Mr. [redacted] was also informed that these would be done later and why. They had to be ordered from the manufacturer. We paid for the new moldings at no cost to MR. [redacted]. Once the moldings were in we scheduled the installer to go out and put them in. Mr. [redacted] was not home on the day scheduled. The installer called him and rescheduled with Mr. [redacted], I also emailed his daughter to let her know when it was scheduled so maybe she could help make sure he was home or even meet the installer.. The installer showed up that day and Mr. [redacted] was not home again ( golfing) The third time was the charm and we got the moldings installed. I am sorry Mr. [redacted]s installation did not go as planned, but we did do our best to take care of him and got his install completed. Please feel free to contact me with any further questions.
[redacted]
###-###-#### X3
[redacted]@austinflohr.com
www.austinflohr.com
From: [redacted] [ [redacted] ] Sent: Tuesday, June 17, 8:AMTo: [redacted] Subject: case# [redacted] Response to recent complaint [redacted] The customer is complete and satisfiedThere were several issues with the job causing the delaysAll of these were unforeseen and not the fault of Flohr Mr [redacted] selected a wood that had not been produced and production had been delayed twice since the time of orderWhen he was sold the product he was told it was a backordered itemWe have no control over these delaysOnce his wood did come in we placed several calls to him attempting to scheduleHe was very upset and immediately took the attitude that we were trying to con himAt first I thought he had interesting sense of humorI reminded Mr [redacted] that we are one of the most highly rated flooring companies in town and we would make sure he was taken care of and not to worryMr [redacted] was difficult to schedule and said we could “come whenever” It was very difficult to arrange dates and times and he was not home twice when we came to his home During the day of install the wood installers took up the carpet and found old tile with cutback glue that tested positive for asbestosAt this time work had to be stopped immediately Mr [redacted] was explained what this was and the options for completion of his projectOne option was for Mr [redacted] to hire an certified abatement company to handle the removal of the tile, or we could due and encapsulation method where it is covered in concrete patch and the floor is then floatedThis is also expensive and not in the scope of work that Mr [redacted] contracted us forWe told Mr [redacted] we would have this additional work done for him at cost as a customer service because his wood was delayedHe agreed The floor had issues with leveling and had to be brought upThe moldings that were ordered would no longer work in the doorways and we had to order new onesMr [redacted] was also informed that these would be done later and whyThey had to be ordered from the manufacturerWe paid for the new moldings at no cost to MR***Once the moldings were in we scheduled the installer to go out and put them inMr [redacted] was not home on the day scheduledThe installer called him and rescheduled with Mr***, I also emailed his daughter to let her know when it was scheduled so maybe she could help make sure he was home or even meet the installerThe installer showed up that day and Mr [redacted] was not home again ( golfing) The third time was the charm and we got the moldings installedI am sorry Mr***s installation did not go as planned, but we did do our best to take care of him and got his install completedPlease feel free to contact me with any further questions [redacted] ###-###-#### X [redacted] @austinflohr.com www.austinflohr.com
The customercontacted us around July of and asked us if we could supply and install aproduct that she had already chosen elsewhereShe was apparently shoppingaroundWe did have the ability to acquire the product that she was specifying,but it was not one of our stocking
products, nor was it one that we"recommended" over others that we carry as part of our stockingprogramsShe requested a product and we supplied her with the product that sheapproached us withShe placed an order on 09/09/and installation occurredthereafterThe nail that was shot through her kitchen cabinets that had to bereplaced, is an issue that has already been rectified and servers no purpose inher outstanding issuesShe is just conveniently forgetting to note that we didalready take care of thatThe customer did not contact us again until almost ayear after she placed her order (when her installation warranty was about toexpire)We had several scheduling difficulties getting with her to view andassess the situationWe did go out to initially assess the situationShe toldus that we would need to put the situation on "hold" as she workswith the ACL Festival and would be too busy until after all of that commotionwas overThat is the primary reason for the delay in anything happening fromthe time of her initial contact and her second contact on or about 11/02/2014.We were waiting for her to let us know she was ready to proceed. Wehad another appointment at the customer’s house on 11/14/2014, as she claimedto have additional areas for us to look atAfter that inspection, we realizedthis was a product warranty issue and filed a claim on the customer’s behalf,with the manufacturerOur Project Agreement (contract) states that “FLOHR makes no warranties expressed or impliedon any merchandise sold that are not herein expressedALL warranties onmaterial come from the manufacturer and all material claims must go through themanufacturer.” On several occasions we informed the customer that we arewilling to come out and deal with her concerns regarding the baseboards, butboth she and we agreed that it wouldn’t make much sense to do that until weknow what the manufacturer was going to do regarding her claimTherefore, thatelement of her complaint is on hold until the manufacturer has issued a rulingon the claimBoth the customer and FLOHR have submitted documents to themanufacturer (at the manufacturer’s request) to aide them in determining whatneeds to happen to address the customer’s concerns with her flooring and how itis performingI will add that in my plus years in the flooring industry,that manufacturing claims are not a speedy processIt unfortunately involves alot of “red tape” and channels that the information must forego before a finaldecision about the best way to handle the claim can be reachedI have toremind you that this is the manufacturer’s warranty, and the manufacturer’sprotocol that is at issue at this pointWe have checked as recently as thismorning with the manufacturer’s online claims resolution system, and the filestatus is still reflecting “Assessing Claim”Based on the manufacturer’sdisclaimers about processing claims, it could take as much as another weekbefore we see a reply, or feedback as to what the next step may beThecustomer is aware of all of this at this point and even has access to theonline claims website as wellOnce the manufacturer determines if the customer’sconcerns are covered under warranty or not, they will notify her of that fact.If the claim is approved, we will be happy to assist the customer on themanufacturer’s behalf to rectify the issue to whatever degree the manufacturerspecifiesPlease note, considering this is a manufacturing claim, this wouldbe a voluntary role on our part to assist the customer with the issue, shouldit be approvedWe do this as a Customer Service, but are under no liability todo soI will add that three separate employees that have dealt with thecustomer, have reported that she has been most difficult to the point ofhostileFor us to continue to assist the customer with this matter that isbetween her and the manufacturer, despite the manner in which she has beencommunicating with us, I believe proves that we are attempting to help herAt thispoint, the customer will have to wait to receive the ruling on her claim fromthe manufacturer before anything else can happenAgain, the customer is awareof thisAdditionally, upon the resolution of the manufacturer’s claim, we willmake arrangements to address the customer’s concerns regarding the baseboard asa separate issue from said claim
From: [redacted] [[redacted]] Sent: Tuesday, June 17, 2014...
8:38 AMTo: [redacted]Subject: case# [redacted]
Response to recent complaint. [redacted]
The customer is complete and satisfied. There were several issues with the job causing the delays. All of these were unforeseen and not the fault of Flohr.
1. Mr. [redacted] selected a wood that had not been produced and production had been delayed twice since the time of order. When he was sold the product he was told it was a backordered item. We have no control over these delays. Once his wood did come in we placed several calls to him attempting to schedule. He was very upset and immediately took the attitude that we were trying to con him. At first I thought he had interesting sense of humor. I reminded Mr. [redacted] that we are one of the most highly rated flooring companies in town and we would make sure he was taken care of and not to worry. Mr. [redacted] was difficult to schedule and said we could “come whenever” It was very difficult to arrange dates and times and he was not home twice when we came to his home.
2. During the day of install the wood installers took up the carpet and found old tile with cutback glue that tested positive for asbestos. At this time work had to be stopped immediately . Mr. [redacted] was explained what this was and the options for completion of his project. One option was for Mr. [redacted] to hire an certified abatement company to handle the removal of the tile, or we could due and encapsulation method where it is covered in concrete patch and the floor is then floated. This is also expensive and not in the scope of work that Mr. [redacted] contracted us for. We told Mr. [redacted] we would have this additional work done for him at cost as a customer service because his wood was delayed. He agreed.
3. The floor had issues with leveling and had to be brought up. The moldings that were ordered would no longer work in the doorways and we had to order new ones. Mr. [redacted] was also informed that these would be done later and why. They had to be ordered from the manufacturer. We paid for the new moldings at no cost to MR. [redacted]. Once the moldings were in we scheduled the installer to go out and put them in. Mr. [redacted] was not home on the day scheduled. The installer called him and rescheduled with Mr. [redacted], I also emailed his daughter to let her know when it was scheduled so maybe she could help make sure he was home or even meet the installer.. The installer showed up that day and Mr. [redacted] was not home again ( golfing) The third time was the charm and we got the moldings installed. I am sorry Mr. [redacted]s installation did not go as planned, but we did do our best to take care of him and got his install completed. Please feel free to contact me with any further questions.
[redacted]
###-###-#### X3
[redacted]@austinflohr.com
www.austinflohr.com