Gonzalez Hardwood Floors

When I was hired initially we were looking into doing hardwood but after some discussion and price comparisons customer and I agreed that having vinyl installed would be faster and more cost efficient since we would have to be tearing out and reinstalling a new sub floor due to it being rotted. I gave an initial quote and I agree that the price was changed in the beginning which he was well aware of the reason why the price was increased, as it was due to the type of materials I was going to be providing were less expensive and I had included it in the initial estimate. We had some conversation and in the end we had agreed that purchasing materials locally (more expensive peer sq. ft) and not going with my materials that I would have still had to order and wait for the shipment to come in which would still have taken days to come in and would also need to then sit in the home which would inturn have taken longer to complete the project. He then recommended a certain vinyl that could be found at Lowes and provided me with the color. Therefore I went out got the bid for the total cost and he was aware that there again be an increase in cost due to that particular vinyl being more expensive per sq. ft. than what I had quoted him(which is where the $350.00 extra cost comes in) On the initial contract we never quoted a price for the trim/quarter-round to be installed and it had not been purchased by him either therefore he knew that I would purchase that out of my pocket and charge him for the install and he would reimburse me for the cost of the quarter-round (which is why there was an increased cost of $72.00 for the quarter-round and $85.00 for installing it. I myself and he agreed through text that with all the back and forth of material cost and labor we lost track. He gave me 1/2 down deposit of $1,600.00 which is where I purchased that felt/moisture barrier and plywood from and payed my guys for some of the work that had been completed and the customer was aware that I would need a little more when I was ready to go out and purchase the flooring from the local Lowes since it was a little more costly for me to pay out of pocket and wait to collect in the end. He agreed to this Via text but had asked that I send him pics. I sent pictures to him as we were completing the project to include the room with materials torn out to show how rotted the subfloor was. He fails to mention when he states that one of my guys fell through the floor and busted his water line. That the subfloor in that area was very rotted therefore when we had removed it only the 2x4's were exposed making it a little difficult to get around and we paid for materials needed to complete the repair of that water line. He text me that day and asked if he needed to hire someone to come and fix it but I did inform him that I had it handled and did not charge him for anything as it was nearly an accident due to the subfloor not being down at the time. No way was that done intentionally and no additional cost were added. I will admit that I did raise my voice as he continued to question the remaining balance when he was well aware at the time of each step why the price had changed but when it was time to pay the balance he somehow forgot all that we had discussed, In the end we settled and agreed on the balance which he paid in full. It was a few days later that he does contact me asking for me to go back and assess the flooring as he was told that the flooring was bubbling up. I will admit that I was short staffed causing myself and my guys to work late and I spread myself to thin and did take a few days to get back with him. I did however go out to the home and as I walked through I did see water sitting from a dogs water bowl as well as pet urine in another spot which I did tell the tenant that could not be left sitting as it could result in other issues but that there was no visible "bubbling" and I did not find anything wrong that was an issue due to installation. I did see some gaps which is common when dealing with vinyl flooring that has not been glued down but nothing that showed me it was installed improperly. I did discuss the issues with him and informed him that it was not due to installation and never once during our conversation at this point had he mentioned to me the baseboards. He see the a text stating there was no way that water or pee could have caused the issue which I agree since it is vinyl but I also know that it was installed properly and gaps are possible since it is not glued down (floating floor) he then states that we could handle this by me reimbursing his full amount so that he can have it completety reinstalled (which is not necessary)or he would file complaint with the Revdex.com and involve his lawyers. He asked that I pay him $4000.00 through Zelle which is how we handled payment and he would not state to anyone what had happened and he would hire someone else to fix the job. I had previously offered for him to purachse 1 box and I could go in a and remove the planks that had shifted but there was no guarantee that it would not happen again since it is a floating floor and with traffic is possible to move. When I discussed him purchasing a box I explained the issues I had seen in the home he stated he would send out someone to assess the issue that he knew. It was not until then that he began to state that it was a horrible job, and messy work installing the base. The last set I received from him was requesting that I at least give him $1,600.00 back. I do not feel that there is any issue with the installation. He paid me $1,600.00 which was deposited into my account on 09/13/19 and balance of $878.00 on 09/17. The reset of the cost he is asking for is for purchasing the vinyl I went to Lowes to pick out and pick up for him. I have been in business for nearly 20 years and I know that word of mouth goes a long way. I do take pride in our work and it is unfortunate when situations occur. If I feel that this issue was an error on my company for installing improperly I would do what I could to fix the issue and as I explained I offered him to purchase a box and I would go back out at no additional cost but he stated he would have someone ( which he states is a flooring professional) go out and look it over and then sent my wife an email days later stating he did not want to speak with me and since asking for $1,600.00 back he has never called or text me again since our last conversation. Meanwhile he has posted on my FaceBook page as we'll as google unfair comments about me speaking in an incoherent way and hard to understand which is false as well as other unfair and untrue comments which he states will affect me and cost me more that $3500.00 dollars. He has also had friends of his whom I have never met nor done work for post as well. My wife asked him to please take down the untrue comments that were posted from his friends and he states that they are free to share their friends experience with my company as they please and will only take them down when I return his money. My wife has been in contact with him via email and we are awaiting results from the Revdex.com for further action at this point since I do not feel we are getting anywhere other that him wanting full refund for all materials and labor which in my professional opinion is not necessary.