Gust Renovations LLC

G [redacted] Renovations, LLC’s response to c***omer [redacted] ’s complaint; ID # [redacted] On Aug [redacted] 27, 2014, G [redacted] Renovations, LLC (“GR, LLC”) entered into a contract with [redacted] to install an “engineered hardwood floor with compliant underlayment pad.” That is the type of floor installedUnder his contract, [redacted] was responsible for purchasing “all flooring and underlayment materials.” Stephen G***, vice president of GR, LLC informed [redacted] that he would like to look at the area for the flooring installation before [redacted] purchased the product that GR, LLC was hired to installMrG [redacted] tried on numerous occasions to schedule a time to meet [redacted] at Mr Brennan’s condo, but [redacted] repeatedly said he was not able to schedule an appointment and claimed to be out of town or unavailable for any time suggested by MrG*** [redacted] emailed GR, LLC a set of floor plans to use for estimating the amount of flooring to be orderedStephen G [redacted] was concerned that the floor products with a ¾” thickness that [redacted] was considering might require that the doors in the condo be cut down to operate properly which would be an added expense [redacted] said he did not want to pay extra for that work GR, LLC discussed possible floors with [redacted] when it became clear that [redacted] was having difficulty deciding on a productGR, LLC offered to assist [redacted] in the purchase and delivery of his flooring, and did assistSpecifically, GR, LLC discussed several flooring products from [redacted] and [redacted] with Mr Brennan via phone calls [redacted] rejected several products, one of which was a solid hardwood flooring—the very flooring he now indicates he intended to purchaseWhen [redacted] rejected solid hardwood flooring, he again expressed sensitivity to the price of that flooring, indicating that he did not want to pay the additional price that such flooring cost Eventually, Stephen G [redacted] suggested that GR, LLC could contact an installer it knew in North Carolina to see if that installer could suggest a product that might satisfy [redacted] 's expressed concerns (aesthetics and within budget)An ind***ry colleague, [redacted] ***, suggested we try [redacted] Hardwood Flooring, LLC ( [redacted] ***) out of Galax, VirginiaAfter numerous phone calls with [redacted] about flooring possibilities at [redacted] ***, [redacted] did select a flooring product from that company [redacted] was given all of the information about the flooring as well as the [redacted] website and its phone number so he could research the floor himself [redacted] knew that [redacted] had been recommended to GR, LLC, he was not forced to purchase the floor from this vendor (or from any other vendor)In mid-October, (six weeks after entering into the contract, [redacted] finally selected his flooring), [redacted] told MrG [redacted] to place the order for the particular flooring selected with [redacted] ***Because the flooring vendor did not provide delivery to Washington, DC, GR, LLC met the delivery truck at a local storage facility that GR, LLC rents in Alexandria, VAOn the delivery day, an email was sent to [redacted] requesting that he prepare a check for WP, LLC in the amount of $(a verbal quote from [redacted] ***)Shortly thereafter [redacted] emailed a paper invoice in the amount of $ [redacted] called Stephen and accused him, Kevin and [redacted] of "working behind the scenes to make extra money off the floor." (Two dollars?) Later that morning GR, LLC drove to [redacted] 's place of work to pick up a check for the flooring payable to the flooring company on the delivery day [redacted] did not meet GR, LLC at the arranged time to deliver a check to them and did not answer phone calls or text messages regarding his check until a text was sent minutes after the arranged meeting time, when he was told that [redacted] ***’s delivery truck was going to take the flooring back to [redacted] if it did not receive a check for payment within minutes [redacted] delivered the check and GR, LLC accepted the flooring and delivered it to [redacted] ’s condo in WDC On December 24, at 11:am Stephen sent [redacted] a picture of the flooring in a text message and [redacted] replied, at 11:a.m.: “Beautiful.” The floor was installed on December Between 5:p.mand 5:p.m., Stephen G [redacted] sent five pictures of the installed floor to [redacted] , via text message [redacted] replied, at 5:p.m.: “WowWowWowAwesome.” [redacted] sent a text message to Stephen on Friday, January indicating the flooring was falling apart and that he had had someone look at itHe did not disclose the name of the person or company that looked at the floor; he only said the floor needed to be "glued down." He and Stephen G [redacted] exchanged several text messages about the floor that day, one in which Stephen G [redacted] told him that gluing the floor down to the concrete subfloor was not the appropriate installation method Stephen G [redacted] contacted [redacted] about the installation and he was told the tongue and groove area of the floor could be glued [redacted] texted that he had also called [redacted] and been told that gluing the tongue and groove was appropriateStephen G [redacted] told [redacted] in a phone conversation that day that, "Whatever the problem is we (GR, LLC) will resolve the issueI need to come see the floor first." At 10:p.m that evening, [redacted] followed up with an email listing three demands for hoq he wanted the flooring issue resolvedHe also accused GR, LLC of being incompetent, but did not give anyone at GR, LLC an opportunity to see the flooring problems that he alleged had occurred GR, LLC responded by email to [redacted] the next day asking for an opportunity to see the floor as well as view some picturesGR, LLC sent emails to [redacted] over the next few days regarding the status of the floor, and on January specifically requested a time to meet Mr Brennan at the condo to view the floor and discuss an appropriate course of actionOne week after the initial complaint about the flooring, on January at 8:p.m., [redacted] still had not confirmed the meeting requestInstead he wrote, via email: “I've tried to avoid this, but I think having to meet you to discuss how to install my floor undeniably qualifies your company as not suitable to do the work under the assumption of professionalism as described in the contract, and I do not want your company to work on my floor going forward if I can help it.” On Saturday, January (the next day), at 8:a.m., GR, LLC emailed [redacted] regarding a time to meet with him about the floorAt 10:a.m., [redacted] ’s email reply was: “I have decided that your access to the unit is not granted until further noticeYou may not enter the unit You may not enter or do any work there unless I approve it in writingI plan to consult with my attorney on MondayWe can go from thereThanks[.]” Then at 12:p.m that same day, he emailed: “I have spoken with my lawyer and the building conciergeYou may enter the building from 10-to inspect the floor only, so that you can determine whatever you need to determine in order to respond adequately to my email from January 23, 8:pm Thanks[.]” [redacted] sent another email on January 24th, at 12:p.m There, he demanded: “Additionally I request to know whether you plan to do this work or notIf so, I require documentary proof of your competence to do the work in the form of past experience with references for the entire teamI will give you forty-eight (48) hours from your inspection to make whatever decision you are going to make in terms of having this work completedIf you do not make a decision by the expiration of that period of time, it will be assumed that you do not plan to do the work.” [redacted] also indicated, on January 24, that he would be out of town for the next weekGR, LLC felt uncomfortable inspecting the floor outside [redacted] ’s presence because it needed [redacted] to confirm his acceptance of any proposed additional workmanshipMoreover, [redacted] would not commit to an appointment time in order for GR, LLC to assess his allegations that the floor was “coming apart”, and he expressed a refusal to discuss with GR, LLC any type of amenable plan of action, instead demanding another contractorGR, LLC had made it clear that it wanted to meet with [redacted] at the condo to look at the floor and work out a plan to rectify the situationBased on its discussions with vendor [redacted] ***, it appears that the only remaining task is for the tongue and groove area of the flooring to be secured with appropriate glueOn February 5, in an email GR, LLC sent to [redacted] , GR, LLC asked for three dates before February when this could be accomplishedTo date, [redacted] has made no arrangements to meet with GR, LLC, or to allow it access to his condo to glue the necessary sections of the flooring he selected [redacted] has ignored numerous requests from GR, LLC to meet with its representative to assess his allegations of the problem with his floor Instead, he has demanded a refund, repair by another contractor or a replacement floor without allowing GR, LLC to inspect his allegations of damageGR, LLC told [redacted] immediately upon notice of a problem that whatever needed to be done would be done, but an inspection of the floor was warranted in order to prepare an appropriate resolutionGR, LLC has not once communicated to [redacted] that it would not stand behind the workmanship in the flooring; however, [redacted] has not provided an opportunity for this to take placeHe has, instead, made unreasonable demands and threatsGR, LLC remains willing to provide the labor needed to secure the flooring [redacted] selectedThank you

G[redacted] Renovations, LLC's response to c[redacted]omer [redacted]'s complaint; ID #[redacted]
"margin:0in;margin-bottom:.0001pt;text-indent:.5in">On Aug[redacted] 27, 2014, G[redacted] Renovations, LLC ("GR, LLC") entered into a contract
with [redacted] to install an "engineered hardwood floor with
compliant underlayment pad." That is the type of floor installedUnder
his contract, [redacted] was responsible for purchasing "all flooring
and underlayment materials."
Stephen
G[redacted], vice president of GR, LLC informed [redacted] that he would like
to look at the area for the flooring installation before [redacted]
purchased the product that GR, LLC was hired to installMrG[redacted] tried
on numerous occasions to schedule a time to meet [redacted] at Mr
Brennan's condo, but [redacted] repeatedly said he was not able
to schedule an appointment and claimed to be out of town or unavailable
for any time suggested by MrG[redacted][redacted] emailed GR, LLC a set
of floor plans to use for estimating the amount of flooring to be
orderedStephen G[redacted] was concerned that the floor products with a ¾"
thickness that [redacted] was considering might require that the doors
in the condo be cut down to operate properly which would be an added
expense[redacted] said he did not want to pay extra for that work
GR, LLC discussed possible floors with [redacted] when it became clear
that [redacted] was having difficulty deciding on a productGR, LLC
offered to assist [redacted] in the purchase and delivery of his
flooring, and did assistSpecifically, GR, LLC discussed several
flooring products from [redacted] and [redacted] with Mr
Brennan via phone calls[redacted] rejected several products, one of
which was a solid hardwood flooring—the very flooring he now indicates
he intended to purchaseWhen [redacted] rejected solid hardwood
flooring, he again expressed sensitivity to the price of that flooring,
indicating that he did not want to pay the additional price that such
flooring cost
Eventually,
Stephen G[redacted] suggested that GR, LLC could contact an installer it knew
in North Carolina to see if that installer could suggest a product that
might satisfy [redacted]'s expressed concerns (aesthetics and within
budget)An ind[redacted]ry colleague, [redacted], suggested we try [redacted]
Hardwood Flooring, LLC ([redacted]) out of Galax, VirginiaAfter numerous
phone calls with [redacted] about flooring possibilities at [redacted],
[redacted] did select a flooring product from that company[redacted]
was given all of the information about the flooring as well as the [redacted] website and its phone number so he could research the floor himself
[redacted] knew that [redacted] had been recommended to GR, LLC, he was
not forced to purchase the floor from this vendor (or from any other
vendor)In mid-October, (six weeks after entering into the
contract, [redacted] finally selected his flooring), [redacted] told
MrG[redacted] to place the order for the particular flooring selected with
[redacted]Because the flooring vendor did not provide delivery to
Washington, DC, GR, LLC met the delivery truck at a local storage
facility that GR, LLC rents in Alexandria, VAOn the delivery day, an
email was sent to [redacted] requesting that he prepare a check for WP,
LLC in the amount of $(a verbal quote from [redacted])Shortly
thereafter [redacted] emailed a paper invoice in the amount of $
[redacted] called Stephen and accused him, Kevin and [redacted] of
"working behind the scenes to make extra money off the floor." (Two
dollars?) Later that morning GR, LLC drove to [redacted]'s place of
work to pick up a check for the flooring payable to the flooring company
on the delivery day[redacted] did not meet GR, LLC at the arranged
time to deliver a check to them and did not answer phone calls or text
messages regarding his check until a text was sent minutes after the
arranged meeting time, when he was told that [redacted]'s delivery truck
was going to take the flooring back to [redacted] if it did not receive a
check for payment within minutes[redacted] delivered the check and
GR, LLC accepted the flooring and delivered it to [redacted]'s condo
in WDC On December 24, at 11:am Stephen sent [redacted] a picture of the flooring in a text message and [redacted] replied, at 11:a.m.: "Beautiful." The floor was installed on December Between 5:p.mand 5:p.m., Stephen G[redacted] sent five pictures of the installed floor to [redacted], via text message[redacted] replied, at 5:p.m.: "WowWowWowAwesome."
[redacted] sent a text message to Stephen on Friday, January
indicating the flooring was falling apart and that he had had someone
look at itHe did not disclose the name of the person or company that
looked at the floor; he only said the floor needed to be "glued down."
He and Stephen G[redacted] exchanged several text messages about the floor that
day, one in which Stephen G[redacted] told him that gluing the floor down to
the concrete subfloor was not the appropriate installation method
Stephen G[redacted] contacted [redacted] about the installation and he was told
the tongue and groove area of the floor could be glued[redacted]
texted that he had also called [redacted] and been told that gluing the
tongue and groove was appropriateStephen G[redacted] told [redacted] in a
phone conversation that day that, "Whatever the problem is we (GR, LLC)
will resolve the issueI need to come see the floor first." At 10:p.m
that evening, [redacted] followed up with an email listing three
demands for hoq he wanted the flooring issue resolvedHe also accused GR,
LLC of being incompetent, but did not give anyone at GR, LLC an
opportunity to see the flooring problems that he alleged had occurred
GR, LLC responded by email to [redacted] the next day asking for an
opportunity to see the floor as well as view some picturesGR, LLC sent
emails to [redacted] over the next few days regarding the status of
the floor, and on January specifically requested a time to meet Mr
Brennan at the condo to view the floor and discuss an appropriate course
of actionOne week after the initial complaint about the flooring, on
January at 8:p.m., [redacted] still had not confirmed the meeting
requestInstead he wrote, via email: "I've tried to avoid this, but I
think having to meet you to discuss how to install my floor undeniably
qualifies your company as not suitable to do the work under the
assumption of professionalism as described in the contract, and I do not
want your company to work on my floor going forward if I can help it."
On Saturday, January (the next day), at 8:a.m., GR, LLC emailed [redacted] regarding a time to meet with him about the floorAt 10:a.m.,
[redacted]'s email reply was: "I have decided that your access to the
unit is not granted until further noticeYou may not enter the unit
You may not enter or do any work there unless I approve it in writingI
plan to consult with my attorney on MondayWe can go from thereThanks[.]" Then at 12:p.m
that same day, he emailed: "I have spoken with my lawyer and the
building conciergeYou may enter the building from 10-to inspect the
floor only, so that you can determine whatever you need to determine in
order to respond adequately to my email from January 23, 8:pm
Thanks[.]" [redacted] sent another email on January 24th, at 12:p.m
There, he demanded: "Additionally I request to know whether you plan to
do this work or notIf so, I require documentary proof of your
competence to do the work in the form of past experience with references
for the entire teamI will give you forty-eight (48) hours from your
inspection to make whatever decision you are going to make in terms of
having this work completedIf you do not make a decision by the
expiration of that period of time, it will be assumed that you do not
plan to do the work." [redacted] also indicated, on January 24, that he
would be out of town for the next weekGR,
LLC felt uncomfortable inspecting the floor outside [redacted]'s
presence because it needed [redacted] to confirm his acceptance of any
proposed additional workmanshipMoreover, [redacted] would not commit
to an appointment time in order for GR, LLC to assess his allegations
that the floor was "coming apart", and he expressed a refusal to discuss
with GR, LLC any type of amenable plan of action, instead demanding
another contractorGR, LLC had made it clear that it wanted to meet
with [redacted] at the condo to look at the floor and work out a plan
to rectify the situationBased on its discussions with vendor [redacted],
it appears that the only remaining task is for the tongue and groove
area of the flooring to be secured with appropriate glueOn February 5,
in an email GR, LLC sent to [redacted], GR, LLC asked for three dates
before February
when this could be accomplishedTo date, [redacted] has made no
arrangements to meet with GR, LLC, or to allow it access to his condo to
glue the necessary sections of the flooring he selected. [redacted]
has ignored numerous requests from GR, LLC to meet with its
representative to assess his allegations of the problem with his floor
Instead, he has demanded a refund, repair by another contractor or a
replacement floor without allowing GR, LLC to inspect his allegations of
damageGR, LLC told [redacted] immediately upon notice of a problem
that whatever needed to be done would be done, but an inspection of the
floor was warranted in order to prepare an appropriate resolutionGR,
LLC has not once communicated to [redacted] that it would not stand
behind the workmanship in the flooring; however, [redacted] has not
provided an opportunity for this to take placeHe has, instead, made
unreasonable demands and threatsGR, LLC remains willing to provide the
labor needed to secure the flooring [redacted] selectedThank you