G & S Carpet Company

Initial Business Response /* (1000, 5, 2015/06/10) */
Addressing the list of customer complaints;
Several boards on the stairs cut too shockBoards are cut within tolerance,
Trim in entry of bathroom and laundry room cut too shortThis is the first time we are hearing of this issue
after numerous "complaints" listed by customer
No touch up paint has been done, Several conversations with the husband Sean confirmed that touch up was not necessary because they were repainting anyways, Therefore there were no attempts to touch up paint
Excessive caulking on stairs and walls Caulking issues were addressed on return trips and after last visit husband Sean said "Looks great",
The baseboards are unfinished Baseboards are completeAfter we began the job the customer requested pre-molded outside corners which are made of woodThe baseboards are made of MDFWe mitre the MDF and make our own cornersWe ordered the outside corners per their request and installed them and explained that the "profiles" don't always fiand would not took consistant with the baseboard we installed and were In contract withThe outside corners in fact do not align
6, The trim used on the bottoms of the stairway railing does not match in color and was cut too short This is the first time we have heard of this Issue
Gapping issues In corners around stairs Wrapping hardwood "around" an object requires a gap to be left on one side or the other due to the tongue and groove method of installThe gap was filled with matching caulk,
Addressing the demolition and dust complaintsWe explain to our customers that when doing demo, and especially ceramic tile, that there will dust that arrises and at times excessive dust and that while attempts can be made to minimize the dust, there Will in fact be some and that
we simply cannot contain "all of the dust"
Addressing the issue of the door being left open and flies being let inYes, the installers were constantly going in and out those daysUnfortunately and beyond our control, there seemed to be a lot of flies in the house at the end of the dayWe did not set off bug bombs, we used sticky fly traps, and quickly resolved that infestation
.Addressing the cat issueI vaguely remember the customer saying they saw what appeared to be a "paw print" on something in the house, No other evidence was found nor was a cat seen in the house bythe workers
Addressing the estimate given for repairsThe contractor used to give the $estimate for repairs by the customer Is not a licensed flooring contractor and did not write a written estimateWhen asked for the itemized list from KS*** so we could review it she stated that none was madeAlso Mrs*** explained that the contractor is a family member and knows the business well
Our complaint: The issue we are having is that each time we return to do the repairs Mr*** is the one who is on siteAmer the last trips he has stated "everything looks good or "that's fine" or ,don't worry about that" so we wrap up and leave only to get another call by Mrs*** that repairs are not performed to "her satisfaction'The first time I, the store manager, went to inspect the job with Mrand Mrs***, we had to place our eyes within inches of some of the areas being described and she had to get out her phone and use the flash light feature in order for her to show me the complaint she hadSome were legitimate and have been repaired
Our desired resolution; As a professional floor covering store with overyears of experience we offered a $discount which we felt was reasonable for her to fix the remaining "cuss sorer satisfaction" related IssuesShe did not feel that was sufficient and in our final attempt to bring closure to the *** and to put an end to this ongoing matter we offered a $discount which would be more than enough to hire another licensed floor covering contractor to do the repairsWe feel that the $31)discount she is requesting is very unreasonable and will
not honor that amount
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not contain any dust because not one piece furniture was coveredIt is standard practice to cover furniture and drape plastic to protect the customer's belongingsI would like an itemized list of what furniture was covered and where plastic was drapedAs far as the paint goes, we said we would be painting the walls so they did not have to worry about painting over the bloody fingerprints that were left there by their employeeActually, there is white smeared above all of the baseboards they installedWe are willing to paint that also because we are going to paint the wallsIt is their responsibility to paint over the brown caulking they spread on the walls above the stairs, and the fact that they didn't displays their lack of concern for quality workmanshipAs far as the flies and the cat go, they were made very aware of the situation and it once again shows a lack of professionalism on their partThe family member, contactor, is a licensed contractor and has 40+ years of experienceI was up front with G & S about that and asked them to get another impartial contractor to come and look at the job to give us both a fair assessment from someone not connected to either of usScott declinedI asked Scott if he could ask the owner of G & S to come to my home for a meeting to discuss the work and come up with a solutionHe declinedI asked him to have the owner call me to discuss it over the phone, and he declinedHe went so far as to say the owner doesn't deal with customersAs far as I know, Scott himself is not a contractor, and after seven months, the owner should have stepped inThe owner of G & S has never contacted me to resolve the issues with the stairsShe did, however, send me a rude letter in the mail, which I find adds more insult to the incredibly negative experience my husband and I have had with this companyThe bottom line is that it has been seven months, and the job isn't done The stairs are a messI am quite confident that if the owner would take the time to get some firsthand knowledge of the work that has been done in my home, she would be quite embarrassedI asked Scott to forward pictures that I sent to himAs far as I know, he did notScott and Kurt, the contractor, stood in G & S and guaranteed my husband and me that Kurt would replace the boards on the stairs that were cut too shortThey even pulled boards out to talk about colors and matching things upScott admitted to us that when he walked into our house and saw the stairs, he felt terrible and embarrassedKurt said he fired Dan, the employee, that did the work because it was so badHowever, the majortiy of the work that needed to be fixed on the stairs was cosmetically doctored up with stain and caulkingThe two boxes of boards were never opened but left in my entrywayI have photographs documenting this entire project, and I am willing to share them with anyone who would like to see themI want the job done correctlyI am more than willing to have G & S send another contractor, other than Kurt, to complete this workI am not seeking cash from themI want them to finish the job I hired them for in a professional mannerWhen Scott did the original paperwork, he left out several stairsI was honest and told him so they could correct the total and get the correct amount of money from us for the jobHe accused me of not wanting to pay my bill, and that is quite insultingG & S needs to make this situation right