Floors to Go

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.We will gladly accept the offer listed once the inspection has been completed & the work has been doneThank you for working with us as this was NOT a warranty issue they keep referencing back to.Regards, [redacted]

I had a meeting with the consumer this morning February 6, at 10:amHe rejected our offer and has asked for an inspector to be sent out to remove the quarter round to check for combi foam I told him that I will get back with him after I have discussed the matter with my boss We are planning to schedule an appointment to have quarter round removed so that we may check for the combi foam in the living room, dinning room plus closets as customer has requestedCustomer says that he will accept the offer if the combi foam has been installed in those areas.This offer is to promote customer service The warranty for installation is years from the date of installationThis job was installed years and ago It has been difficult to ascertain the customers desired resolutionI believe that we were able to identify the consumers expectations in our meeting today

The moldings for her job were on back order and were not received prior to her installation date of October 18th Rather than delay her installation and inconvenience her we chose to install her flooring and wait for the back order to be filled In retrospect that may have been the wrong decisionToday, November 2nd our installer has promised us that he would install the moldings after 4: The lateness of the repair is a result of accommodating Ms [redacted] schedule.Today at 7:AM I received an email from her stating "my invoice/bill included trim." "The new trim was not used, so I asked for a credit for the material." This was the first I had heard about a credit for quarter round not installed on her jobI will credit her account for the quarter round as well as the labor The total credit will be $That amount will be credited to the finance account she used for this purchase.I sincerely apologize for the miscommunication that took place on this job Please convey that to Ms***Thank You, Glenda G***

The $credit that was processed was based on limited information. I will send a spread sheet explaining the credits that have been applied to Ms*** order. It is my understanding that only two of the four quarter rounds were used along with appropriate labor for that material, and two of the tan threshold were used, and one of the lacy thresholds was used. With this information I have put together a spread sheet reflecting those changes so it is easy to understand how I came to the total credit of $251.25.It is my understanding that the job is complete and Ms*** is pleased with the final result. Again, I want to apologize for the delay in completing this job.The additional $credit will be applied today to Ms. *** financing.At this point I will close this file

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined
that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We had our inspection on 1/27/and have yet to hear back from the company on what the resolution will beRegards,*** ***

Initial Business Response /* (1000, 5, 2014/05/19) */
We sent an installer back to Mr***'s house the week of 5/12/He removed the spots and Mr*** stated that he was satisfied with the outcome
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
THE PROJECT FROM THE START COULD HAVE BEEN COMPLETED MUCH BETTER, BUT IT WAS NOTTHE COMPANY EFFECTS TO CORRECT THE PROBLEM WAS FAIR,BUT I WILL EXCEPT THE PROJECT AS DONE AND COMPLETED, BUT NOT WELL DONEMY SPOUSE AND I JUST WANT TO MOVE ON PAST THIS EXPERIENCE AND CLOSE THIS Revdex.com CASE, AND ACCEPT THEIR RESPONSE
RESPECTFULLY,
WE THANK YOU Revdex.com STAFF, FOR ALL OF YOUR TIME AND EFFORTS

Ms *** is very confusing to deal with, we did not use a third party installer, she knew our installer is on our payrollMs *** stated in the beginning she would take care of the base that she was "handy" with toolsWe had to remove the base because the new floor would not fit under her
baseboardsI called Ms *** and explained this to her and she agreed to the removing of the baseThe majority of the base was not put back because it was so warped from dog urine that it would not go back on the correct wayMs *** was irritated because we had to stop installing because she had standing water on her floor, so once again we called her and let her know we could not finish until the water problem was resolvedWe went above and beyond to install her floors while all the time she was rude and demandingWe did nor charge her for the base we did do and there has been NO mention of her flooring peaking, this is the first we heard of this problemWe would be happy to fix any "squeaks" in her floor but she has to contact us and let us know the problemWhen I called her to ask about her install and collect payment she was very argumentative with me and continually tried to pick a fightWe would be happy to resolve any problem with the install, but she does have to contact us to let us know there is a problem, we have never refused to fix her floors

I appreciate very much that Glenda G*** provided the update and wish this all could have been handled through other meansI appreciate the credit of $to my accountFor the purpose of my record keeping, would it be possible that I get and email from Floors to Go (Glenda G***) stating that $will be applied to my account so if there are any issues I have a document for recordThe sales Joseph K*** and Installers - Outstanding!!! Thank you

To Whom it may concern;We have contacted the consumer and we have scheduled an inspection for January 27, 2015.*** ***Floors To GoCustomer Service Manager

I would like to set up a time for my boss and myself to go look at Ms ***'s floor and talk to her about how this can be resolved for both partiesMs*** can call the shop and set up a time that is convenient ffor us to come out there

Floors To Go will be inspecting Mr***'s flooring. The inspection is set up for Friday, February at 10:am with the manufacturing representative, he will make a determination and notify Floors To Go The process may take up to weeksWe will notify the Revdex.com as well as Mr
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am attaching the calls I have made to Floors to Go, until today the phone calls have only been one way, so for [redacted] to say I have been the delay in scheduling is incorrect.  Also, I did speak with Mary and with Joseph on October 19th (see on the attached call records) regarding the trim not being used.  As of this morning, the installer is scheduled to arrive at 4:30pm today (November 2nd).  I do not accept this job as being complete or closed until I see the credit on my account and the threshold has been installed.  I am really sorry this turned out the way it did.  The sales portion of working with Floors to Go was the best, the installer was the best, but the customer service after for a backordered item and installation was the worst.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me assuming they resolve the floor noise issues and assuming they can meet me at my house when I am available as I work M-F 7:30 to 4:00 and have an hour drive home.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We will gladly accept the offer listed once the inspection has been completed & the work has been done. Thank you for working with us as this was NOT a warranty issue they keep referencing back to.Regards,[redacted]

The moldings for her job were on back order and were not received prior to her installation date of October 18th.  Rather than delay her installation and inconvenience her we chose to install her flooring and wait for the back order to be filled.  In retrospect that may have been the wrong...

decision. Today, November 2nd our installer has promised us that he would install the moldings after 4:30.  The lateness of the repair is a result of accommodating Ms. [redacted] schedule.Today at 7:28 AM I received an email from her stating "my invoice/bill included trim." "The new trim was not used, so I asked for a credit for the material."  This was the first I had heard about a credit for quarter round not installed on her job. I will credit her account for the quarter round as well as the labor.  The total credit will be $181.50 That amount will be credited to the finance account she used for this purchase.I sincerely apologize for the miscommunication that took place on this job.  Please convey that to Ms. [redacted]. Thank You, Glenda G[redacted]

I had a meeting with the consumer this morning February 6, 2015 at 10:30 am. He rejected our offer and has asked for an inspector to be sent out to remove the quarter round to check for combi foam.  I told him that I will get back with him after I have discussed the matter with my boss.  We are planning to schedule an appointment to have quarter round removed so that we may check for the combi foam in the living room, dinning room plus closets as customer has requested. Customer says that he will accept the offer if the combi foam has been installed in those areas.This offer is to promote customer service.  The warranty for installation is 2 years from the date of installation. This job was installed 2 years and 9 ago.  It has been difficult to ascertain the customers desired resolution. I believe that we were able to identify the consumers expectations in our meeting today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]