Great Western Flooring Co - Naperville

Initial Business Response /* (1000, 5, 2014/04/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@greatwesternflooring.com
I agree with the consumers version of the claim with a couple of comments. Great Western Flooring accepted...

responsibility for the repair, offered a resolution and the offer was accepted by Mrs. [redacted]. Great Western Flooring completed the settlement as agreed.
Upon completion, Mrs. [redacted] requested compensation for her inconvenience. I explained that we do not reimburse consumers for the inconvenience we cause them when they hire us to perform work in their homes. This is clearly stated multiple times in our signed contract. In fact, we state consumers should expect delays and inconvenience while work is being completed in their home (please see attached signed form). We copied Mrs. [redacted] our signed agreement as well. Mrs. [redacted] response was to send an email to me, which included threats and intimidation, in an effort to coerce me into offering compensation for her inconvenience.
Every reasonable effort was made to satisfy this consumer. She was treated respectfully, fairly and we were very attentive to her concerns. We did not try to deny her claim nor did we debate or argue about the cause of the damage or the value of the repair/settlement. We simply accepted her terms and did the best we could to deal with the situation.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the timeliness on these communications.
On February 7 the estimated bill was sent to Great Western Flooring along with the communication, the scratch is deep. This communication states the repair company may not be able to remove it. This was sent to [redacted], Field Supervisor.
My second communication to Great Western Flooring regarding my concerns of this repair was sent on February 24. My ending sentence on that communication stated "I will let Great Western Flooring know the repair results after March 19 which is the scheduled repair date."
These two communications clearly say I did NOT agree to a settlement with Great Western Flooring.
Please don't dismiss my communications and concerns regarding your knowledge of the scratch being deep and the repair may not fix the problem. These communications were done immediately and prior to the "failed" repair attempt.
I did use the word inconvenience in my communications. Possibly I should have used the word, restitution. Maybe I should have used wording such as, "I want my new floor back to its original state." This should be obvious to anyone that has damage done to their property. We are mincing words when all I want is my newly refinished floor back to its original state or restitution for the damages.
I never threatened Mr. [redacted]. As I am not comfortable writing reviews and never have done a negative review on any company. I did let him know that taking the initiative in writing reviews will have to be done when a company does not offer a full repair of damages done by their company. I am sure he realizes this as a businessman. I regret honesty is taken as threatening and intimidating.
End result :
-My floor still has the scratch made by Great Western Flooring personnel. As it is a deep, close to 4-feet in length, scratch which was not removable by a light buffing process. I invite Great Western Flooring to inspect the "failed" repair at anytime.
-I never signed off with Great Western Flooring on a settlement per previous communications all done in a timely manner.
-I want my floor back to its original state or restitution for the damages.
-Great Western Flooring forwarded to me their contract "limitation and liability clause" which allows restitution for damages up to the amount of the cost of their work.
-My carpet bill was $5,290.
-Resolution/Restitution: Less costly option and preferable option would be paying my floor refinishing bill less the $550 already paid on the failed repair.
Attached Floor Bill (I tried to attach it, not sure if it worked):
Water Base $2220.00 plus staining $555.00 - Total is $2775 less $550 (paid) $2225.00.
$2,225.00 is the amount of the requested settlement.
-He said and she said is not what this is about.
Just one question requires an answer:
Great Western Flooring has accepted responsibility of the damage. Are they willing to put my damaged floor back to its original state or pay restitution for the damages done by them?
Final Business Response /* (4000, 9, 2014/04/16) */
Thank you for your follow up. I believe I have stated my position as best I can. We did not advise you on how to repair your floor or whom to use for the repair. We did not question the amount of your repair and we refunded the amount you requested promptly. I believe we have treated you been responsive and fair. Thank you again.
Final Consumer Response /* (4200, 11, 2014/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel you are now lying as I am sure [redacted], your Field Supervisor, advised you of the complaint, how bad it was and what he told us to do.
[redacted], your Field Supervisor, worked with us on this issue. [redacted] came to my home and inspected the floor. He told us to contact the company that did our floor for a "repair estimate." [redacted] actually said those exact words. We took [redacted]'s directive; we did not choose who to repair our floor as the choice had been made by [redacted]. You are in the flooring business, including wood floors. I should not have to be telling you how this process is done. As we both know, a newly finished wood stained floor cannot be repaired by just anyone. The water base and staining need to match! Playing coy is not a strong trait being a businessman.
We took [redacted]'s directive with trust. Your company was quick to respond to our complaint, quick to start looking for a resolution. It came to a complete stop along with ignorance when I raised concerns the scratch is deep and a repair may not take care of it. This was brought up immediately when my floor was inspected by the floor repair company. [redacted], being a floor professional, probably already knew this, as well, when he inspected it.
We followed your directive giving you an estimate for the repair. The bill we sent you clearly had the word estimate on it. The word "estimate" has a clear meaning. Your company accepted the "estimate" along with comments being the scratch is deep and a repair may not take care of it.
So how do we understand your comment in a previous communication to the Revdex.com and me stating, "We simply accepted her terms and did the best we could to deal with the situation."
My understanding is: You did not accept my terms but you certainly did deal with me.
Mr. [redacted], you and your company are not interested nor care to take this to the end. We trusted your company's direction and judgment. It appears at this point we were "obviously" misled.
To the Revdex.com Representative that reads these communications:
Please take note that I would like Great Western Flooring to have an unresolved complaint noted against them. They are unwilling to complete the repair of my floor after an estimate was given to them with the condition a repair may not fix the 4-foot deep scratch.
This company should not carry any logo of support by the Revdex.com on their website as well. If I need to contact someone else to have this accomplished, please let me know.