Good Shepherd Carpet & Upholstery Cleaning

[redacted] Taylor K [redacted] here,I am the sales and management team at Good Shepherd Flooring in Glenwood Springs, I apologize for the late response the email for the glenwood store is the one I am responding from and I did locate the letter in the mail stackI understand that some of the statements that I make and the statements the customer has made will only be "here-say" and cannot be proved otherwise.The order of operations started with a showroom visit where I had a great experience with the client and they chose to go with our services and I was happy to assist them with their flooring projectAt time of order we reviewed the estimate and their 75% deposit reflects their initiation of ordering product and scheduling an installWe always mention to our clients that 75% is a deposit and 25% is upon completion of install, and is also notated on their invoiceAlthough they claim that they wanted a wood transition prior to purchasing that was not discussed until after they did not like the vinyl based transitions that go with the flooringIn addition, the estimate and invoice reflect a narrative saying the transition to match the vinyl flooring, not a transition of their preferenceA section of the manufacturer supplied transition was broken in the process of delivering to job site, therefore I was only on the hook for a vinyl based transition through the manufacturerAt this point I went above and beyond and ordered solid bamboo wood transitions that they approvedThese transitions were way above the value of the vinyl transitions that I should of replaced but out of caring for my clients I took care of them on a small accountWhen I ordered the transitions(not manufacturer corresponding transitions) my flooring representative informed me that they were ft transitions and I knew I needed a ft stretch so I only ordered based on the specs I was given, come to find out they were 6.5ft long so I was short a footI proceeded with ordering the 3rd transitionAs the salesmen through the first, second, and third order I was always willing to make them happyWhen they received the third transition they rejected them and asked me to order another batchAfter being in the flooring industry for five years I called to mention that there is nothing wrong with the transitions and natural wood naturally varies in grain and colorIf I proceeded to order another three transitions they would only be upset once againThey are the ones that requested a solid wood transition versus the vinyl transitionAt this point I mentioned that I can install those three transitions or simply give them a refund on the transitions so they can achieve their expectationsI also added that the transition is not scratched and that its a wood filler that the manufacturer appliesI continued to add that the section of the transition that they were complaining about was not going to be utilized because they only needed one linear foot of its entiretyAfter back and forth dispute and their unwillingness to accept the above and beyond transitions I even offered to still order them transitions that are provided with the floor they purchased, they made no remark or comment to my solutionI can provide emails stating my fourth solutionAs for the damage to the freezer I mentioned that in their invoice it clearly states that we need to be advised if we are moving appliances(freezers, etc.) in order to incorporate a labor/liability fee for occasions like thisFor the microwave stand I will provide pictures below that show I discounted them a microwave stand fee in good faith for a value of $which would replace any microwave stand for its perceived value, not their value on day of purchaseI also charged them no labor or materials cost for transitions, both the original order and the specialized order.I also took notice to the domino effect of perceived problems, as I began to discuss transition refunds, weeks after that issue all of a sudden other issues arose such as the freezer damage which we are not responsible for and the microwave stand which I heavily discounted them forI must add that we could not install without their presence and the male of the home was there to witness work so his overlook and damages were never mentioned until I began to refund and resolve the transitionsIn addition the female of the home had agreed verbally on the phone that they would pay their balance after deducting the transitions and before anything was ever mentioned of damagesAt this point there was a long delay in their response of payment and called and emailed multiple times to inform me of their form of payment and in what form it would come, even though we do keep credit cards on fileI did reverse the charge although they had no reason to hold thousands of dollars hostage after agreeing to the adjusted amount after transitions were deductedThe fact that it was going to overdraw their account was a clear sign that they did not have the funds to pay their bill and took another 1-weeks to get me a checkTheir desired settlement is achieved because I have refunded them a microwave fee, and the freezer door we are not liable forAs for the carpet issues also mentioned later in the "domino effect" I am trying to quiz the installer if he could have made cleaner cuts around hardware or his reason for his method to determine if what we were given is what he had to do or if he could have done a better jobFeel free to contact me via this email with any questions, ill make myself available.I will add attachments/pics of the transitions that were the solution to the problem that the customer rejected as well as the notation in the invoice mentioning important narratives such as appliance fees and microwave stand deductionsOffice: 970- [redacted] Email: [redacted] SGrand AveGlenwood Springs, COAttachments

Complaint: ***
I am rejecting this response because:hearsay is not true, we wanted a wood transition from the start and we paid a fee to move the appliances
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Again, we paid for moving furniture and appliances witch you claim the installer had no authority to moveThey work for you, hence you should be liable for any damagesYou still haven't contacted us regarding the pictures of install defects
Regards,
*** ***

Sorry but you paid for moving of furniture not appliances, I can't do anything for you on any more deductions than I have already offered. What day and time would you want the installer to visit carpet issues only?

If we have deducted money for the microwave, have no liability on the freezer, and can send an installer down to address the carpet how is there a rejection?

[redacted]Taylor K[redacted] here,I am the sales and management team at Good Shepherd Flooring in Glenwood Springs, I apologize for the late...

response the email for the glenwood store is the one I am responding from and I did locate the letter in the mail stack. I understand that some of the statements that I make and the statements the customer has made will only be "here-say" and cannot be proved otherwise.The order of operations started with a showroom visit where I had a great experience with the client and they chose to go with our services and I was happy to assist them with their flooring project. At time of order we reviewed the estimate and their 75% deposit reflects their initiation of ordering product and scheduling an install. We always mention to our clients that 75% is a deposit and 25% is upon completion of install, and is also notated on their invoice. Although they claim that they wanted a wood transition prior to purchasing that was not discussed until after they did not like the vinyl based transitions that go with the flooring. In addition, the estimate and invoice reflect a narrative saying the transition to match the vinyl flooring, not a transition of their preference. A  section of the manufacturer supplied transition was broken in the process of delivering to job site, therefore I was only on the hook for a vinyl based transition through the manufacturer. At this point I went above and beyond and ordered solid bamboo wood transitions that they approved. These transitions were way above the value of the vinyl transitions that I should of replaced but out of caring for my clients I took care of them on a small account. When I ordered the transitions(not manufacturer corresponding transitions) my flooring representative informed me that they were 7 ft transitions and I knew I needed a 14 ft stretch so I only ordered based on the specs I was given, come to find out they were 6.5ft long so I was short a foot. I proceeded with ordering the 3rd transition. As the salesmen through the first, second, and third order I was always willing to make them happy. When they received the third transition they rejected them and asked me to order another batch. After being in the flooring industry for five years I called to mention that there is nothing wrong with the transitions and natural wood naturally varies in grain and color. If I proceeded to order another three transitions they would only be upset once again. They are the ones that requested a solid wood transition versus the vinyl transition. At this point I mentioned that I can install those three transitions or simply give them a refund on the transitions so they can achieve their expectations. I also added that the transition is not scratched and that its a wood filler that the manufacturer applies. I continued to add that the section of the transition that they were complaining about was not going to be utilized because they only needed one linear foot of its entirety. After back and forth dispute and their unwillingness to accept the above and beyond transitions I even offered to still order them transitions that are provided with the floor they purchased, they made no remark or comment to my solution. I can provide emails stating my fourth solution. As for the damage to the freezer I mentioned that in their invoice it clearly states that we need to be advised if we are moving appliances(freezers, etc.) in order to incorporate a labor/liability fee for occasions like this. For the microwave stand I will provide pictures below that show I discounted them a microwave stand fee in good faith for a value of $75.00 which would replace any microwave stand for its perceived value, not their value on day of purchase. I also charged them no labor or materials cost for transitions, both the original order and the specialized order.I also took notice to the domino effect of perceived problems, as I began to discuss transition refunds, weeks after that issue all of a sudden other issues arose such as the freezer damage which we are not responsible for and the microwave stand which I heavily discounted them for. I must add that we could not install without their presence and the male of the home was there to witness work so his overlook and damages were never mentioned until I began to refund and resolve the transitions. In addition the female of the home had agreed verbally on the phone that they would pay their balance after deducting the transitions and before anything was ever mentioned of damages. At this point there was a long delay in their response of payment and called and emailed multiple times to inform me of their form of payment and in what form it would come, even though we do keep credit cards on file. I did reverse the charge although they had no reason to hold thousands of dollars hostage after agreeing to the adjusted amount after transitions were deducted. The fact that it was going to overdraw their account was a clear sign that they did not have the funds to pay their bill and took another 1-2 weeks to get me a check. Their desired settlement is achieved because I have refunded them a microwave fee, and the freezer door we are not liable for. As for the carpet issues also mentioned later in the "domino effect" I am trying to quiz the installer if he could have made cleaner cuts around hardware or his reason for his method to determine if what we were given is what he had to do or if he could have done a better job. Feel free to contact me via this email with any questions, ill make myself available.I will add attachments/pics of the transitions that were the solution to the problem that the customer rejected as well as the notation in the invoice mentioning important narratives such as appliance fees and microwave stand deductions. Office: 970-[redacted]Email: [redacted]2408 S. Grand Ave. Glenwood Springs, CO4 Attachments