Fred Callaghan Carpet & Flooring Center Inc.

Complaint: ***
I am appreciative of and accept the admission from Fred Callahan's that they let things 'fall through the cracks' and 'did not communicate in a timely manner.'
This has been my point, and complaint, all alongMy initial call to them many months ago was to investigate potential solutions for the problem - not to demand replacementIt was a very professional, patient and helpful employee named Keith - who seemed to always be there when I called - who suggested at the onset, after my first call, that it might be a manufacturer's warranty issue worthy of investigation.
It was the investigation of the issue, suggested by and initiated by Fred Callahans, that was a an exercise in failed customer service apparently unrecognized by them until pointed out by this Revdex.com complaint process
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
After talking with *** (the service tech that came out this past time) I have a better understanding of how the system works and that requesting a whole new unit was a bit far fetched and that the unit just had a bad controllerI will gladly accept a month extension on the warranty that would go out until June 1st
Regards,
*** ***

We at Fred Callaghan Carpet & Flooring Center, Incwould like to apologize for the delay in contacting *** ***. The file was given to the Account Manager rather then our Service Manager. Our Service Manager is better equipped to schedule and manage service callsWe
will contact *** *** if reference to his floor concerns.Thank you
Fred Callaghan

Reference # *** Unfortunately we have had a few problems reference # propertyThe first call we adjusted refrigerant levelSecond call unit was running when arrived 10/5/Third call was a problem with reversing valve10/12/fourth call we found a defective circuit board which we
have ordered and we will replace it as soon as it arrivesIt is very possible that the circuit board may have had an intermittent problem and we didn't detect until 10/23/We will also offer the homeowner an additional months warranty*** *** ***Allshore service manager

I will begin our response by restating that our warranty is for one (1) year from the installation date.
We sold these floors to the builder in 2009. We were initially contacted by *** *** in February Clearly at that point in time our warranty period was over.
Additionally, the complaint being made by the owner is not even a warrantable item. The issue is damage to the floor by furniture which is not covered by our warranty.
Dan C*** personally saw the floor on June 16, 2015. *** *** was present and I told her all of the above information. Additionally, I contacted the builder and discussed the situation with him via phone to alert him to the issue. That was the third phone conversation with the builder in regard to this issue since February*** *** is correct. We did unfortunately let his issues fall through the cracks and he was not contacted in a timely manner. We apologize for that. However, that does not make us responsible for damage which is outside the scope of our warranty and was brought to our attention six (6) years after the floor was installed.
It is my understanding that *** *** purchased the house in 2012. The builder offers a one (1) year warranty and again we were not contacted until February The builder has told me that he has never been contacted by *** *** in reference to this issue

Complaint: [redacted]
I am appreciative of and accept the admission from Fred Callahan's that they let things 'fall through the cracks' and 'did not communicate in a timely manner.' This has been my point, and complaint, all along. My initial call to them many months ago was to investigate potential solutions for the problem - not to demand replacement. It was a very professional, patient and helpful employee named Keith - who seemed to always be there when I called - who suggested at the onset, after my first call, that it might be a manufacturer's warranty issue worthy of investigation. It was the investigation of the issue, suggested by and initiated by Fred Callahans, that was a an exercise in failed customer service apparently unrecognized by them until pointed out by this Revdex.com complaint process.
Regards,
[redacted]

As a result of my complaint to the Revdex.com, a receptionist from Fred Callahan Flooring called to schedule a worker to stretch the carpeting in the several areas where it had 'rippled.'  Both the receptionist and the worker who completed the carpet re-stretching were very nice and the work was completed satisfactorily.  Unfortunately, my primary complaint of non responsiveness to the original problem of the hardwood floors (rapid wear of the finish) has not been resolved.  There has been one additional visit to the home by Fred Callahan Flooring for another assessment of the problem (pictures were taken during the first visit several month ago) and we were told that the problem is the builder's. and that Fred Callahan Flooring will contact the builder about the problem.  This is what I was told several months ago with no confirmation that any communication was made to the builder by either Callahan flooring or the builder.  So, although I have newly stretched carpeting, my original complaint concerning lack of communication and resolution of the hardwood flooring defect has not yet been satisfactorily addressed.  Thank you."[redacted]

I admit this installation has been going on for awhile.  There have been conversations back and forth from the first day of the installation until August 12, 2016 when my Ceramic Tile Manager went on vacation.  There may have been a lag of conversation the week of August 15, 2016. ...

[redacted] called and we got in contact with her and visited with her at her home on August 19, 2016.  Today, August 23, 2016 we have a new signed contract and the new material she ordered will be delivered in about 10 days.  As soon as it is delivered we will begin the installation of the new material.  We will stay in contact with Mrs. Sheer until the installation is complete.

This is a continuation of another complaint ( [redacted]). All though All Shore Inc did come back out and got my unit working (temporarily). The system has broken once again. I called in on Wednesday March 9th and talked to [redacted] and let him know that I was having issues yet again. He was going to get something scheduled and that I would receive a return call with date and time. Never got a call back during the day, so I called him back around 1630 PM. He then stated that he would come out that Friday the 11th in the afternoon. After taking the afternoon off to be here when he arrived, he never showed. I called back into the office and spoke with the receptionist and she told me that he does not do service calls and will not be out. After some back and forth, I was scheduled for the 16th between the hours of 7am-9am. Serviceman was a no show, and I still have a broken HVAC unit that is still under warranty that is just about useless because they will not show up to fix my unit. I called in to see when the tech will be here but was not given an estimated time. Also, I have let them know that I have a small infant in my home now and that last year, when the unit broke it reached 96 degrees in my house.

We at Fred Callaghan Carpet & Flooring Center, Inc. would like to apologize for the delay in contacting [redacted].  The file was given to the Account Manager rather then our Service Manager.  Our Service Manager is better equipped to schedule and manage service calls.We will...

contact [redacted] if reference to his floor concerns.Thank you Fred Callaghan

[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 company has been diligent in working toward a resolution. Hopefully this will continue to completion of the project.
Regards,
[redacted]

As a result of my complaint to the Revdex.com, a receptionist from Fred Callahan Flooring called to schedule a worker to stretch the carpeting in the several areas where it had 'rippled.'  Both the receptionist and the worker who completed the carpet re-stretching were very nice and the work was completed satisfactorily.  Unfortunately, my primary complaint of non responsiveness to the original problem of the hardwood floors (rapid wear of the finish) has not been resolved.  There has been one additional visit to the home by Fred Callahan Flooring for another assessment of the problem (pictures were taken during the first visit several month ago) and we were told that the problem is the builder's. and that Fred Callahan Flooring will contact the builder about the problem.  This is what I was told several months ago with no confirmation that any communication was made to the builder by either Callahan flooring or the builder.  So, although I have newly stretched carpeting, my original complaint concerning lack of communication and resolution of the hardwood flooring defect has not yet been satisfactorily addressed.  Thank you."
[redacted]

I will begin our response by restating that our warranty is for one (1) year from the installation date.  We sold these floors to the builder in 2009.  We were initially contacted by [redacted] in February 2015.Clearly at that point in time our warranty period was over.  Additionally, the complaint being made by the owner is not even a warrantable item.  The issue is damage to the floor by furniture which is not covered by our warranty.  Dan C[redacted] personally saw the floor on June 16, 2015.  [redacted] was present and I told her all of the above information.  Additionally, I contacted the builder and discussed the situation with him via phone to alert him to the issue.  That was the third phone conversation with the builder in regard to this issue since February.[redacted] is correct.  We did unfortunately let his issues fall through the cracks and he was not contacted in a timely manner.  We apologize for that.  However, that does not make us responsible for damage which is outside  the scope of our warranty and was brought to our attention six (6) years after the floor was installed.  It is my understanding that [redacted] purchased the house in 2012.  The builder offers a one (1) year warranty and again we were not contacted until February 2015.The builder has told me that he has never been contacted by [redacted] in reference to this issue.