Initial Business Response /* (1000, 5, 2016/08/24) */
We have tried reaching this customer by telephone several times and they have failed to return any of our phone callsIt is hard to resolve any issue when they will not respondThat being said, this job was originally over $40,They
wanted to get the project done for $39,999, to which we all agreed toNo where on the invoice does it state first quality material was to be used, however, there is first quality material installed on their jobsiteYou cannot have a long backorder of material production to wait for "seconds." The back order of material is what prolonged the completion of the jobThis was out of our controlThe manufacturer, SHAW, is the one who had the backorderJust because we did not order directly from the area's Shaw Rep does not mean that the material was not bought from ShawThe Shaw Rep saw this job and was upset he didn't get credit for it, so has tried to find ways to discredit the job
Our installers have been out to the job site to fix a few "problem" areas, however, we are not responsible for areas where their employee decided to play installer and try to "fix" things on his ownThis is the case with the area by the entrance to the break roomTheir employee took plank tiles up because he didn't like the way it looked and proceeded to reinstall it himselfOur installers said something to him, but they will not fix his mistakes
It is absolutely absurd to think that they can get a $40,job for less than $17,How they came up with this number is unknown to us, but that is well below the cost of the job and they cannot expect the store to take a major loss on this projectThe customer needs to return the voicemails left so we can further discuss this situation and figure out the best way to resolve it
Initial Consumer Rebuttal /* (3000, 7, 2016/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are not aware of any phone calls or voicemails from the vendor to which have not been returnedIn fact, prior to escalating this issue we tried contacting the vendor several timesThe only time we could even talk to him was when we would show up at his store
In regards to first quality carpet, we know that is not what was used as it was confirmed by the Shaw repWe have pictures of the material coming from a floor store in Georgia where Good's purchased the second quality carpetThe reason it took so long to source the carpet was because they had to find a place that had the same style that we had chosenOn more that one occasion, they received the wrong style carpet, and they even tried installing the wrong style in several offices, to which we made them removeFurther, Good's came to the jobsite after word had gotten out that we knew about it being second quality and removed all of the tops of the cartons of carpet, showing where it came fromWhy else would they take the time to remove all of the carton tops?
In response to us "fixing" the problem areas that is simply not trueHowever, we appreciate the vendor acknowledging the poor installation of the productIn fact, the vendor was out to the location specifically to look at the problem area by the break room door and at no time did he state what he is aboveEach time the vendor would state to our faces that he would fix the issues, then after leaving the vendor could never be reached nor did he follow up
The monetary amounts given are figures based on market prices for "second quality" carpet as well as discounting the installation costs for the poor qualityWe have no intention of paying "first quality" price for "second quality" carpetWe will continue to further escalate the issue if no resolution is arrived at through this process
Initial Business Response /* (1000, 5, 2016/07/12) */
This customer did not want to wait for one of our installers to do their job since we were backed up on installation schedulingThey had their own timeline to get their project done so they took it upon themself to get their own installer
They never paid the store for any installationTheir installer sent out his helper to pick up the materials for the jobOur Warehouseman and myself personally loaded EVERY material that was on the invoice into the back of the their vanA majority of the materials were picked up the night before they were going to do the jobThe store is not responsible for material once it leaves our premisesIt needs to be noted also that actually MORE material was sent out than what was paid forThe customers decided to make an area bigger than what was originally figured, so in turn they needed another piece of cement boardThis, again, was given to the installer's helper and the customer did not even pay for thisI think the customer needs to talk to their installer and figure out where the material wentIf he lost it, or didn't use it, or wanted to get the customer to pay more money to him by saying they didn't get it and had to buy it again, this is not the store's responsibilityMr*** already came in the store to address this issue, NOT *** ***He was explained all this already and it was noted that he should take it up with HIS installerWhen he left there were no issues and everyone was in agreementAs a side note, this job was originally $The customer only wanted to pay $In essence, they are already $to the good, plus the free material they didn't pay for
Initial Consumer Rebuttal /* (3000, 7, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we we forced (after a month's tme) to get our own installer because Ed Good would not return our phone callsThis is where the problem begunDid Goods get a signature from the installer showing all items that were picked up? This is a he said, she said situation but if Goods have no proof of what they gave them it is their responsibility PLUS some of the items weren't at Goods when they went to pick it upDoes it really take over a month to get supplies in? Goods agreed to the price of the job; that's on themWe never said we had paid for installationThe bottom line is after a month's time Goods would not return our phonesWhen you spend $2,on any product you expect better customer service
Initial Business Response /* (1000, 5, 2015/10/02) */
Mr. [redacted] originally bought vinyl flooring for his kitchen, dining room, landing, and two bathrooms. During the shopping process he and his daughter [redacted] looked at both vinyl flooring and laminate flooring. The two of them decided to...
purchase the vinyl flooring. After installation there were a few "peaks" that were showing from the underlayment. Overtime this would have gone away, however, he was concerned with it. Mr. [redacted] is fixing this house up for his daughter, [redacted]. [redacted] seemed more displeased with the vinyl flooring as a whole. She would have rather had the laminate. Mr. [redacted] NEVER pushed or suggested the laminate. [redacted] wanted the laminate. She asked if the laminate could go over the existing vinyl and cover it up with no problem. This was agreed upon. It was brought to both Mr. [redacted] and [redacted]s attention that if they wanted the laminate they would only pay for the DIFFERENCE of the upgrade of material. There would be no unjust enrichment to the house by repairing/replacing a floor with a totally different, more expensive product. Keep in mind the two bathrooms that were installed were never in question here, it was only the other part of the job (the kitchen, landing, and dining room). With Mr. [redacted] and [redacted] in the store, it was agreed that new laminate would be ordered and MR. [redacted] would only pay for the difference between the two purchases. [redacted] asked several times that her father would only being paying the difference and she was told each time that this was the case. Once the installation was complete, with the new laminate, Mr. [redacted] went out to the house and inspected the whole job with Mr. [redacted] to make sure he was happy and satisfied with the job. Mr. [redacted] then asked what the balance was that he owed for the difference. He paid the balance (as we also have a signed invoice showing this). It wasn't until about a week later when the daughter came back to visit that she brought up the invoice and was upset that her father paid the difference and thought they should have gotten a free floor. Apparently she failed to remember the agreement. Our customer was Mr. [redacted], but it seems like the whole direction of this job was to satisfy the daughter, [redacted], as she will be getting this house. Mr. [redacted] was happy, but once his daughter became involved and was unhappy this was the only time there were ever any issues. The store did hold up their end of the process and went above and beyond service. The installer, [redacted], has been out to Mr. [redacted]'s house several times since the installation over trivial things that [redacted] has been unhappy with. The store even supplied premium transition strips, at no charge, which made Mr. [redacted] very happy. There will be no refund of the money. We did fix the job how both Mr. [redacted] and his daughter [redacted] wanted. A customer has to pay one time. They did NOT pay twice for a flooring. They only paid the difference from the vinyl to the laminate.
Initial Business Response /* (1000, 5, 2016/08/24) */
We have tried reaching this customer by telephone several times and they have failed to return any of our phone callsIt is hard to resolve any issue when they will not respondThat being said, this job was originally over $40,They
wanted to get the project done for $39,999, to which we all agreed toNo where on the invoice does it state first quality material was to be used, however, there is first quality material installed on their jobsiteYou cannot have a long backorder of material production to wait for "seconds." The back order of material is what prolonged the completion of the jobThis was out of our controlThe manufacturer, SHAW, is the one who had the backorderJust because we did not order directly from the area's Shaw Rep does not mean that the material was not bought from ShawThe Shaw Rep saw this job and was upset he didn't get credit for it, so has tried to find ways to discredit the job
Our installers have been out to the job site to fix a few "problem" areas, however, we are not responsible for areas where their employee decided to play installer and try to "fix" things on his ownThis is the case with the area by the entrance to the break roomTheir employee took plank tiles up because he didn't like the way it looked and proceeded to reinstall it himselfOur installers said something to him, but they will not fix his mistakes
It is absolutely absurd to think that they can get a $40,job for less than $17,How they came up with this number is unknown to us, but that is well below the cost of the job and they cannot expect the store to take a major loss on this projectThe customer needs to return the voicemails left so we can further discuss this situation and figure out the best way to resolve it
Initial Consumer Rebuttal /* (3000, 7, 2016/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are not aware of any phone calls or voicemails from the vendor to which have not been returnedIn fact, prior to escalating this issue we tried contacting the vendor several timesThe only time we could even talk to him was when we would show up at his store
In regards to first quality carpet, we know that is not what was used as it was confirmed by the Shaw repWe have pictures of the material coming from a floor store in Georgia where Good's purchased the second quality carpetThe reason it took so long to source the carpet was because they had to find a place that had the same style that we had chosenOn more that one occasion, they received the wrong style carpet, and they even tried installing the wrong style in several offices, to which we made them removeFurther, Good's came to the jobsite after word had gotten out that we knew about it being second quality and removed all of the tops of the cartons of carpet, showing where it came fromWhy else would they take the time to remove all of the carton tops?
In response to us "fixing" the problem areas that is simply not trueHowever, we appreciate the vendor acknowledging the poor installation of the productIn fact, the vendor was out to the location specifically to look at the problem area by the break room door and at no time did he state what he is aboveEach time the vendor would state to our faces that he would fix the issues, then after leaving the vendor could never be reached nor did he follow up
The monetary amounts given are figures based on market prices for "second quality" carpet as well as discounting the installation costs for the poor qualityWe have no intention of paying "first quality" price for "second quality" carpetWe will continue to further escalate the issue if no resolution is arrived at through this process
Initial Business Response /* (1000, 5, 2016/07/12) */
This customer did not want to wait for one of our installers to do their job since we were backed up on installation schedulingThey had their own timeline to get their project done so they took it upon themself to get their own installer
They never paid the store for any installationTheir installer sent out his helper to pick up the materials for the jobOur Warehouseman and myself personally loaded EVERY material that was on the invoice into the back of the their vanA majority of the materials were picked up the night before they were going to do the jobThe store is not responsible for material once it leaves our premisesIt needs to be noted also that actually MORE material was sent out than what was paid forThe customers decided to make an area bigger than what was originally figured, so in turn they needed another piece of cement boardThis, again, was given to the installer's helper and the customer did not even pay for thisI think the customer needs to talk to their installer and figure out where the material wentIf he lost it, or didn't use it, or wanted to get the customer to pay more money to him by saying they didn't get it and had to buy it again, this is not the store's responsibilityMr*** already came in the store to address this issue, NOT *** ***He was explained all this already and it was noted that he should take it up with HIS installerWhen he left there were no issues and everyone was in agreementAs a side note, this job was originally $The customer only wanted to pay $In essence, they are already $to the good, plus the free material they didn't pay for
Initial Consumer Rebuttal /* (3000, 7, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we we forced (after a month's tme) to get our own installer because Ed Good would not return our phone callsThis is where the problem begunDid Goods get a signature from the installer showing all items that were picked up? This is a he said, she said situation but if Goods have no proof of what they gave them it is their responsibility PLUS some of the items weren't at Goods when they went to pick it upDoes it really take over a month to get supplies in? Goods agreed to the price of the job; that's on themWe never said we had paid for installationThe bottom line is after a month's time Goods would not return our phonesWhen you spend $2,on any product you expect better customer service
Initial Business Response /* (1000, 5, 2015/10/02) */
Mr. [redacted] originally bought vinyl flooring for his kitchen, dining room, landing, and two bathrooms. During the shopping process he and his daughter [redacted] looked at both vinyl flooring and laminate flooring. The two of them decided to...
purchase the vinyl flooring. After installation there were a few "peaks" that were showing from the underlayment. Overtime this would have gone away, however, he was concerned with it. Mr. [redacted] is fixing this house up for his daughter, [redacted]. [redacted] seemed more displeased with the vinyl flooring as a whole. She would have rather had the laminate. Mr. [redacted] NEVER pushed or suggested the laminate. [redacted] wanted the laminate. She asked if the laminate could go over the existing vinyl and cover it up with no problem. This was agreed upon. It was brought to both Mr. [redacted] and [redacted]s attention that if they wanted the laminate they would only pay for the DIFFERENCE of the upgrade of material. There would be no unjust enrichment to the house by repairing/replacing a floor with a totally different, more expensive product. Keep in mind the two bathrooms that were installed were never in question here, it was only the other part of the job (the kitchen, landing, and dining room). With Mr. [redacted] and [redacted] in the store, it was agreed that new laminate would be ordered and MR. [redacted] would only pay for the difference between the two purchases. [redacted] asked several times that her father would only being paying the difference and she was told each time that this was the case. Once the installation was complete, with the new laminate, Mr. [redacted] went out to the house and inspected the whole job with Mr. [redacted] to make sure he was happy and satisfied with the job. Mr. [redacted] then asked what the balance was that he owed for the difference. He paid the balance (as we also have a signed invoice showing this). It wasn't until about a week later when the daughter came back to visit that she brought up the invoice and was upset that her father paid the difference and thought they should have gotten a free floor. Apparently she failed to remember the agreement. Our customer was Mr. [redacted], but it seems like the whole direction of this job was to satisfy the daughter, [redacted], as she will be getting this house. Mr. [redacted] was happy, but once his daughter became involved and was unhappy this was the only time there were ever any issues. The store did hold up their end of the process and went above and beyond service. The installer, [redacted], has been out to Mr. [redacted]'s house several times since the installation over trivial things that [redacted] has been unhappy with. The store even supplied premium transition strips, at no charge, which made Mr. [redacted] very happy. There will be no refund of the money. We did fix the job how both Mr. [redacted] and his daughter [redacted] wanted. A customer has to pay one time. They did NOT pay twice for a flooring. They only paid the difference from the vinyl to the laminate.