Dear Revdex.com This is our response to the recent complaintWe are truly sorry that we did not meet their expectations with our customer serviceAfter our installation the customer walked the job with our installers and was happy with everythingA week went by and we got a call to fix one molding in family roomWe choose a date that worked with them and met them and re glued the molding.A few days went by and molding loose againWe went and fixed 2nd timeWe also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to themThey did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kitWe did not charge them , thought that because of their molding issue we would give to themWe got another call and same molding again, this time our installer told them that they should think about moving their couch from the moldingWe have never had to go back times for this issue with any other job Last week on Monday they wanted our installer their at am for the 4th timeHe forgot and made me aware at 10:I left over messages and they would not pick up the phone to let me arrange my installer to go to themThey then put an awful message on yelp He advised that he did not want us to fix anymore he would just take care of it.But instead put complaints that I feel are not appropriateI think that we tried to accommodate them but for some reason we couldn't please themI feel really bad that this customer was so unhappy with meThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAfter reviewing Prestige Floor Inc.’s response to our complaint we feel compelled to respond to several items that they have misrepresented There was no final walk through of the job We did express pleasure at how nice the floor looked, but we did not conduct a final walk through and indicate that “we were happy with everything” This was not possible given that the job was not completed They did not order enough of the transition molding and needed to come back to install the transition from the hallway to the office and bedroom Also all the other transition moldings were taped or had weights on them which we were instructed not to remove for hours Since we could not observe this work until the weights and tape were removed we could not determine the quality of the work nor our satisfaction with the job We did not require them to make an appointment to drop off the cleaning/maintenance kit and at no time did they indicate they were providing this to make up for the issue with the molding (except in their response to our Yelp review) We would expect that the cleaning information and product would be provided at the completion of the job, not nearly weeks later to make up for the molding issue As detailed below in our timeline we asked them for information and where to buy the product and they offered to provide it to us We suggested they drop it off when their installer was coming to fix the molding instead of making a special trip The only time anyone from Prestige Floor Incmentioned the location of our couch was in response to our Yelp review In fact, other than this response, which seems to be a ploy to blame us for the issue with the molding, no one has tried to figure out why the molding is not adhering As you can see from the attached pictures the couch can not and does not touch the molding Placing the couch on the molding would not allow us to open the slider Also, the back of the couch is angled so that even with the top resting against the slider the bottom can’t touch the molding; it’s about 12” away from the molding It was indicated that on 11/24/Prestige Floor Incleft over messages and we would not answer the phone to arrange for the installer to repair the floor As detailed below they left messages and sent an e-mail in less than minutes Unfortunately we were not available during this time We responded via e-mail that evening and told them we did not want to spend any more time waiting for their installer as in the prior business days they had scheduled to have their installer fix the molding different times and never showed up It should be noted this urgency to contact us occurred the day we posted the negative Yelp review We are not the only customers that have had customer service issues with Prestige Floor Inc There are several other poor customer service reviews from their customers on Yelp indicating similar issues trying to get them to fix problems after the installation has been completedThey've also had prior Revdex.com complaints regarding the same issues Based on our experience detailed in the timeline below and the fact that this seems to be a recurring issue we believe that Prestige Floor Inc.’s A+ Revdex.com rating should be reassessed If you would like to review any of the e-mail correspondence detailed in our timeline below, let us know 9/29/(Mon.) - Installation of hardwood floors began Installers worked every day that week 10/3/(Fri.) - Installation of hardwood floors completed, except for transitions to office and bedroom as they did not order enough molding They informed us they would order it and schedule a time the following week to install it They taped down the transitions between the tile and hardwood floors and used weights on the slider transitions We were instructed to keep these in place for hours 10/5/(Sun.) - We removed the tape and weights from the molding/transitions and one of the pieces near one slider was not adhering properly 10/6/(Mon.) - We contacted [redacted] to let her know about the issue with the molding 10/10/(Fri.) - [redacted] sent an e-mail indicating she checked on the moldings, they were expected at the beginning of the next week, and she would contact us to schedule installation 10/16/(Thurs.) - We sent an e-mail asking about the status of the molding installation 10/17/(Fri.) - [redacted] indicated she hoped the moldings would be in the following Monday 10/24/(Fri.) - ***, Prestige Installer, installed transitions to office and bedroom and reaffixed slider molding Weights were put on and we were instructed to keep them on hours We were also instructed the carpet installer would come later to affix the carpet to the transitions We sent an e-mail to [redacted] to find out when the carpet installer planned to come out We also asked the name of and where we could purchase the oil that she had previously mentioned that hides scratches We asked for any instructions on how to care for and maintain the floor [redacted] sent a PDF of instructions on caring for the floor She also indicated that [redacted] would drop off a cleaning kit and the carpet installer would come on Monday 10/25/(Sat.) - We sent an e-mail indicating that the slider molding did not adhere properly We suggested that instead of having [redacted] make a special trip to drop off the cleaning kit they could just have whomever came to fix the molding bring it with them [redacted] responded that she would get back with us once she spoke with ***, Installer 10/27/(Mon.) - Carpet installer was scheduled to attach carpet in office and bedroom to transition molding, but [redacted] called indicating he was ill and the need to reschedule She said the carpet installer and [redacted] would both come on Wednesday She indicated that [redacted] would fix the molding and bring the cleaning kit 10/29/(Wed.) - Since we had not been told what time [redacted] and the carpet installer would be arriving we sent an e-mail asking if they were still coming and what time [redacted] responded that the carpet guy would arrive at - pm and that he would also fix the slider molding She indicated that the cleaning kit would be dropped off the following morning We let her know that we would not be available in the morning, but that they could just leave it outside the door The carpet installer attached the carpet to the office and bedroom transition molding He also tried to reattach the slider molding by using hot glue, but when that did not work he used liquid nails, which is what the installers had used We were instructed to keep the weights on the molding for hours 10/30/(Thurs.) - We contacted [redacted] via e-mail letting her know we did not receive the cleaning kit We received no response 10/31/(Fri.) - We contacted [redacted] via e-mail letting her know that we took off the weights and the molding still was not adhering properly We received no response 11/4/(Tues.) - We contacted [redacted] asking her when we would receive the cleaning kit 11/5/(Wed.) - [redacted] contacted us via e-mail indicating the cleaning products and reference sheet would be delivered to us Friday AM and that the installer would also reaffix the molding We responded that we were not available until the following Tuesday, 11/or later that week as we were having company Thursday (11/6) thru Monday (11/10) She indicated she would let us know the following Monday when they would be available 11/12/(Wed.) - We contacted [redacted] via e-mail asking when they would fix the molding and bring the cleaning kit 11/13/(Thurs.) - [redacted] contacted us via e-mail scheduling the repair for 11/at 9am 11/17/(Mon.) - Appointment for molding to be repaired scheduled, but they did not arrive nor call We spoke with [redacted] and she indicated she had erroneously scheduled it for 10/ We were not available that morning so it was rescheduled for 10/ 11/20/(Thurs.) - We received a phone call from [redacted] indicating their server was down and someone had taken the cleaning kit so they would not be coming to fix the molding Rescheduled for 11/ 11/21/(Fri.) - [redacted] dropped off the cleaning kit at 8:30am When asked if he was going to repair the molding he said no, he was on his way to another job When asked if someone else was coming to do it, he said he did not know No one from Prestige Floors came to fix the floor and they did not call to let us know why We called them and told them that we would find another solution to the issue They did not want us to do that so we told them we would give them one last chance and scheduled for them to come out Monday, 11/24, at 9am 11/24/(Mon.) - No one from Prestige Floors came to fix the floor and they did not call to let us know why We put a review on Yelp and filed a complaint with the Revdex.com [redacted] left voicemails at 2:54pm, 3:05pm, and 3:11pm and sent an e-mail at 2:59pm requesting to have their installer fix the molding that day between 3:and 4:30pm We were not available when she called, but we did listen to her voicemails a short while later We were not available that evening and decided we were not going to spend any more time waiting for them to show up since we had given them chances in the past business days We sent an e-mail at 5:40pm letting them know our decision 11/24/(Mon.) - A response was sent from their President, ***, to our Yelp review This was the first time any mention was made of our couch potentially being an issue See above indicating the couch could not have caused the issue 11/26/(Wed.) - *** left a voicemail indicating he wanted to discuss our Revdex.com complaint and the issues that led up to it We sent an e-mail that said, in part “Although as you stated, many customers may give you glowing reviews, that was not our experience The most recent example is that in an day period of time, we had different appointments scheduled for repair of the slider threshold molding Three of these were no shows with no communication from [redacted] to explain why She also took no responsibility for the issue nor apologized For the other no show appointment we did receive a call after the installer should have been there This means for different appointments we set aside time for your installers to come, waited for them, and wasted our time This lack of consideration for our time is the crux of the issue we had with your company.” Regards, [redacted]
Dear Revdex.com This is our response to the recent complaintWe are truly sorry that we did not meet their expectations with our customer serviceAfter our installation the customer walked the job with our installers and was happy with everythingA week went by and we got a call to fix one molding in family roomWe choose a date that worked with them and met them and re glued the moldingA few days went by and molding loose againWe went and fixed 2nd timeWe also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to themThey did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kitWe did not charge them , thought that because of their molding issue we would give to them We got another call and same molding again, this time our installer told them that they should think about moving their couch from the moldingWe have never had to go back times for this issue with any other job Last week on Monday they wanted our installer their at am for the 4th timeHe forgot and made me aware at 10:I left over messages and they would not pick up the phone to let me arrange my installer to go to themThey then put an awful message on yelp He advised that he did not want us to fix anymore he would just take care of itBut instead put complaints that I feel are not appropriateI think that we tried to accommodate them but for some reason we couldn't please themI feel really bad that this customer was so unhappy with me Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and no further follow up is requested. In our prior response, we accurately outlined the issues. We sincerely hope that Prestige Floors understands that repeatedly scheduling appointments and then not showing up is poor customer service and reviews there policies and procedures to avoid similar issues from happening to future customers.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After reviewing Prestige Floor Inc.’s response to our complaint we feel compelled to respond to several items that they have misrepresented. There was no final walk through of the job. We did express pleasure at how nice the floor looked, but we did not conduct a final walk through and indicate that “we were happy with everything”. This was not possible given that the job was not completed. They did not order enough of the transition molding and needed to come back to install the transition from the hallway to the office and bedroom. Also all the other transition moldings were taped or had weights on them which we were instructed not to remove for 48 hours. Since we could not observe this work until the weights and tape were removed we could not determine the quality of the work nor our satisfaction with the job.
We did not require them to make an appointment to drop off the cleaning/maintenance kit and at no time did they indicate they were providing this to make up for the issue with the molding (except in their response to our Yelp review). We would expect that the cleaning information and product would be provided at the completion of the job, not nearly 6 weeks later to make up for the molding issue. As detailed below in our timeline we asked them for information and where to buy the product and they offered to provide it to us. We suggested they drop it off when their installer was coming to fix the molding instead of making a special trip.
The only time anyone from Prestige Floor Inc. mentioned the location of our couch was in response to our Yelp review. In fact, other than this response, which seems to be a ploy to blame us for the issue with the molding, no one has tried to figure out why the molding is not adhering. As you can see from the attached pictures the couch can not and does not touch the molding. Placing the couch on the molding would not allow us to open the slider. Also, the back of the couch is angled so that even with the top resting against the slider the bottom can’t touch the molding; it’s about 12” away from the molding.
It was indicated that on 11/24/14 Prestige Floor Inc. left over 5 messages and we would not answer the phone to arrange for the installer to repair the floor. As detailed below they left 3 messages and sent an e-mail in less than 20 minutes. Unfortunately we were not available during this time. We responded via e-mail that evening and told them we did not want to spend any more time waiting for their installer as in the prior 6 business days they had scheduled to have their installer fix the molding 4 different times and never showed up. It should be noted this urgency to contact us occurred the day we posted the negative Yelp review.
We are not the only customers that have had customer service issues with Prestige Floor Inc. There are several other poor customer service reviews from their customers on Yelp indicating similar issues trying to get them to fix problems after the installation has been completed. They've also had 2 prior Revdex.com complaints regarding the same issues. Based on our experience detailed in the timeline below and the fact that this seems to be a recurring issue we believe that Prestige Floor Inc.’s A+ Revdex.com rating should be reassessed. If you would like to review any of the e-mail correspondence detailed in our timeline below, let us know.
9/29/14 (Mon.) - Installation of hardwood floors began. Installers worked every day that week.
10/3/14 (Fri.) - Installation of hardwood floors completed, except for transitions to office and bedroom as they did not order enough molding. They informed us they would order it and schedule a time the following week to install it. They taped down the transitions between the tile and hardwood floors and used weights on the slider transitions. We were instructed to keep these in place for 48 hours.
10/5/14 (Sun.) - We removed the tape and weights from the molding/transitions and one of the pieces near one slider was not adhering properly.
10/6/14 (Mon.) - We contacted [redacted] to let her know about the issue with the molding.
10/10/14 (Fri.) - [redacted] sent an e-mail indicating she checked on the moldings, they were expected at the beginning of the next week, and she would contact us to schedule installation.
10/16/14 (Thurs.) - We sent an e-mail asking about the status of the molding installation.
10/17/14 (Fri.) - [redacted] indicated she hoped the moldings would be in the following Monday.
10/24/14 (Fri.) - [redacted], Prestige Installer, installed transitions to office and bedroom and reaffixed slider molding. Weights were put on and we were instructed to keep them on 24 hours. We were also instructed the carpet installer would come later to affix the carpet to the transitions. We sent an e-mail to [redacted] to find out when the carpet installer planned to come out. We also asked the name of and where we could purchase the oil that she had previously mentioned that hides scratches. We asked for any instructions on how to care for and maintain the floor. [redacted] sent a PDF of instructions on caring for the floor. She also indicated that [redacted] would drop off a cleaning kit and the carpet installer would come on Monday.
10/25/14 (Sat.) - We sent an e-mail indicating that the slider molding did not adhere properly. We suggested that instead of having [redacted] make a special trip to drop off the cleaning kit they could just have whomever came to fix the molding bring it with them. [redacted] responded that she would get back with us once she spoke with [redacted], Installer.
10/27/14 (Mon.) - Carpet installer was scheduled to attach carpet in office and bedroom to transition molding, but [redacted] called indicating he was ill and the need to reschedule. She said the carpet installer and [redacted] would both come on Wednesday. She indicated that [redacted] would fix the molding and bring the cleaning kit.
10/29/14 (Wed.) - Since we had not been told what time [redacted] and the carpet installer would be arriving we sent an e-mail asking if they were still coming and what time. [redacted] responded that the carpet guy would arrive at 1 - 2 pm and that he would also fix the slider molding. She indicated that the cleaning kit would be dropped off the following morning. We let her know that we would not be available in the morning, but that they could just leave it outside the door. The carpet installer attached the carpet to the office and bedroom transition molding. He also tried to reattach the slider molding by using hot glue, but when that did not work he used liquid nails, which is what the installers had used. We were instructed to keep the weights on the molding for 48 hours.
10/30/14 (Thurs.) - We contacted [redacted] via e-mail letting her know we did not receive the cleaning kit. We received no response.
10/31/14 (Fri.) - We contacted [redacted] via e-mail letting her know that we took off the weights and the molding still was not adhering properly. We received no response.
11/4/14 (Tues.) - We contacted [redacted] asking her when we would receive the cleaning kit.
11/5/14 (Wed.) - [redacted] contacted us via e-mail indicating the cleaning products and reference sheet would be delivered to us Friday AM and that the installer would also reaffix the molding. We responded that we were not available until the following Tuesday, 11/11 or later that week as we were having company Thursday (11/6) thru Monday (11/10). She indicated she would let us know the following Monday when they would be available.
11/12/14 (Wed.) - We contacted [redacted] via e-mail asking when they would fix the molding and bring the cleaning kit.
11/13/14 (Thurs.) - [redacted] contacted us via e-mail scheduling the repair for 11/17 at 9am.
11/17/14 (Mon.) - Appointment for molding to be repaired scheduled, but they did not arrive nor call. We spoke with [redacted] and she indicated she had erroneously scheduled it for 10/19. We were not available that morning so it was rescheduled for 10/20.
11/20/14 (Thurs.) - We received a phone call from [redacted] indicating their server was down and someone had taken the cleaning kit so they would not be coming to fix the molding. Rescheduled for 11/21.
11/21/14 (Fri.) - [redacted] dropped off the cleaning kit at 8:30am. When asked if he was going to repair the molding he said no, he was on his way to another job. When asked if someone else was coming to do it, he said he did not know. No one from Prestige Floors came to fix the floor and they did not call to let us know why. We called them and told them that we would find another solution to the issue. They did not want us to do that so we told them we would give them one last chance and scheduled for them to come out Monday, 11/24, at 9am.
11/24/14 (Mon.) - No one from Prestige Floors came to fix the floor and they did not call to let us know why. We put a review on Yelp and filed a complaint with the Revdex.com. [redacted] left voicemails at 2:54pm, 3:05pm, and 3:11pm and sent an e-mail at 2:59pm requesting to have their installer fix the molding that day between 3:30 and 4:30pm. We were not available when she called, but we did listen to her voicemails a short while later. We were not available that evening and decided we were not going to spend any more time waiting for them to show up since we had given them 4 chances in the past 6 business days. We sent an e-mail at 5:40pm letting them know our decision.
11/24/14 (Mon.) - A response was sent from their President, [redacted], to our Yelp review. This was the first time any mention was made of our couch potentially being an issue. See above indicating the couch could not have caused the issue.
11/26/14 (Wed.) - [redacted] left a voicemail indicating he wanted to discuss our Revdex.com complaint and the issues that led up to it. We sent an e-mail that said, in part “Although as you stated, many customers may give you glowing reviews, that was not our experience. The most recent example is that in an 8 day period of time, we had 4 different appointments scheduled for repair of the slider threshold molding. Three of these were no shows with no communication from [redacted] to explain why. She also took no responsibility for the issue nor apologized. For the other no show appointment we did receive a call after the installer should have been there. This means for 4 different appointments we set aside time for your installers to come, waited for them, and wasted our time. This lack of consideration for our time is the crux of the issue we had with your company.”
Regards,[redacted]
Dear Revdex.com
This is our response to the recent complaint. We are truly sorry that we did not meet their expectations with our customer service. After our installation the customer walked the job with our installers and was happy with everything. A week went by and we got a call to...
fix one molding in family room. We choose a date that worked with them and met them and re glued the molding.
A few days went by and molding loose again. We went and fixed 2nd time. We also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to them. They did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kit. We did not charge them , thought that because of their molding issue we would give to them.
We got another call and same molding again, this time our installer told them that they should think about moving their couch from the molding. We have never had to go back 3 times for this issue with any other job. Last week on Monday they wanted our installer their at 9 am for the 4th time. He forgot and made me aware at 10:30. I left over 5 messages and they would not pick up the phone to let me arrange my installer to go to them. They then put an awful message on yelp . He advised that he did not want us to fix anymore he would just take care of it.
But instead put complaints that I feel are not appropriate. I think that we tried to accommodate them but for some reason we couldn't please them. I feel really bad that this customer was so unhappy with me.
Thank you
Dear Revdex.com This is our response to the recent complaint. We are truly sorry that we did not meet their expectations with our customer service. After our installation the customer walked the job with our installers and was happy with everything. A week went by and we got a call to fix one molding...
in family room. We choose a date that worked with them and met them and re glued the molding.A few days went by and molding loose again. We went and fixed 2nd time. We also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to them. They did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kit. We did not charge them , thought that because of their molding issue we would give to them. We got another call and same molding again, this time our installer told them that they should think about moving their couch from the molding. We have never had to go back 3 times for this issue with any other job. Last week on Monday they wanted our installer their at 9 am for the 4th time. He forgot and made me aware at 10:30. I left over 5 messages and they would not pick up the phone to let me arrange my installer to go to them. They then put an awful message on yelp . He advised that he did not want us to fix anymore he would just take care of it.But instead put complaints that I feel are not appropriate. I think that we tried to accommodate them but for some reason we couldn't please them. I feel really bad that this customer was so unhappy with me. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After reviewing Prestige Floor Inc.’s response to our complaint we feel compelled to respond to several items that they have misrepresented. There was no final walk through of the job. We did express pleasure at how nice the floor looked, but we did not conduct a final walk through and indicate that “we were happy with everything”. This was not possible given that the job was not completed. They did not order enough of the transition molding and needed to come back to install the transition from the hallway to the office and bedroom. Also all the other transition moldings were taped or had weights on them which we were instructed not to remove for 48 hours. Since we could not observe this work until the weights and tape were removed we could not determine the quality of the work nor our satisfaction with the job.
We did not require them to make an appointment to drop off the cleaning/maintenance kit and at no time did they indicate they were providing this to make up for the issue with the molding (except in their response to our Yelp review). We would expect that the cleaning information and product would be provided at the completion of the job, not nearly 6 weeks later to make up for the molding issue. As detailed below in our timeline we asked them for information and where to buy the product and they offered to provide it to us. We suggested they drop it off when their installer was coming to fix the molding instead of making a special trip.
The only time anyone from Prestige Floor Inc. mentioned the location of our couch was in response to our Yelp review. In fact, other than this response, which seems to be a ploy to blame us for the issue with the molding, no one has tried to figure out why the molding is not adhering. As you can see from the attached pictures the couch can not and does not touch the molding. Placing the couch on the molding would not allow us to open the slider. Also, the back of the couch is angled so that even with the top resting against the slider the bottom can’t touch the molding; it’s about 12” away from the molding.
It was indicated that on 11/24/14 Prestige Floor Inc. left over 5 messages and we would not answer the phone to arrange for the installer to repair the floor. As detailed below they left 3 messages and sent an e-mail in less than 20 minutes. Unfortunately we were not available during this time. We responded via e-mail that evening and told them we did not want to spend any more time waiting for their installer as in the prior 6 business days they had scheduled to have their installer fix the molding 4 different times and never showed up. It should be noted this urgency to contact us occurred the day we posted the negative Yelp review.
We are not the only customers that have had customer service issues with Prestige Floor Inc. There are several other poor customer service reviews from their customers on Yelp indicating similar issues trying to get them to fix problems after the installation has been completed. They've also had 2 prior Revdex.com complaints regarding the same issues. Based on our experience detailed in the timeline below and the fact that this seems to be a recurring issue we believe that Prestige Floor Inc.’s A+ Revdex.com rating should be reassessed. If you would like to review any of the e-mail correspondence detailed in our timeline below, let us know.
9/29/14 (Mon.) - Installation of hardwood floors began. Installers worked every day that week.
10/3/14 (Fri.) - Installation of hardwood floors completed, except for transitions to office and bedroom as they did not order enough molding. They informed us they would order it and schedule a time the following week to install it. They taped down the transitions between the tile and hardwood floors and used weights on the slider transitions. We were instructed to keep these in place for 48 hours.
10/5/14 (Sun.) - We removed the tape and weights from the molding/transitions and one of the pieces near one slider was not adhering properly.
10/6/14 (Mon.) - We contacted [redacted] to let her know about the issue with the molding.
10/10/14 (Fri.) - [redacted] sent an e-mail indicating she checked on the moldings, they were expected at the beginning of the next week, and she would contact us to schedule installation.
10/16/14 (Thurs.) - We sent an e-mail asking about the status of the molding installation.
10/17/14 (Fri.) - [redacted] indicated she hoped the moldings would be in the following Monday.
10/24/14 (Fri.) - [redacted], Prestige Installer, installed transitions to office and bedroom and reaffixed slider molding. Weights were put on and we were instructed to keep them on 24 hours. We were also instructed the carpet installer would come later to affix the carpet to the transitions. We sent an e-mail to [redacted] to find out when the carpet installer planned to come out. We also asked the name of and where we could purchase the oil that she had previously mentioned that hides scratches. We asked for any instructions on how to care for and maintain the floor. [redacted] sent a PDF of instructions on caring for the floor. She also indicated that [redacted] would drop off a cleaning kit and the carpet installer would come on Monday.
10/25/14 (Sat.) - We sent an e-mail indicating that the slider molding did not adhere properly. We suggested that instead of having [redacted] make a special trip to drop off the cleaning kit they could just have whomever came to fix the molding bring it with them. [redacted] responded that she would get back with us once she spoke with [redacted], Installer.
10/27/14 (Mon.) - Carpet installer was scheduled to attach carpet in office and bedroom to transition molding, but [redacted] called indicating he was ill and the need to reschedule. She said the carpet installer and [redacted] would both come on Wednesday. She indicated that [redacted] would fix the molding and bring the cleaning kit.
10/29/14 (Wed.) - Since we had not been told what time [redacted] and the carpet installer would be arriving we sent an e-mail asking if they were still coming and what time. [redacted] responded that the carpet guy would arrive at 1 - 2 pm and that he would also fix the slider molding. She indicated that the cleaning kit would be dropped off the following morning. We let her know that we would not be available in the morning, but that they could just leave it outside the door. The carpet installer attached the carpet to the office and bedroom transition molding. He also tried to reattach the slider molding by using hot glue, but when that did not work he used liquid nails, which is what the installers had used. We were instructed to keep the weights on the molding for 48 hours.
10/30/14 (Thurs.) - We contacted [redacted] via e-mail letting her know we did not receive the cleaning kit. We received no response.
10/31/14 (Fri.) - We contacted [redacted] via e-mail letting her know that we took off the weights and the molding still was not adhering properly. We received no response.
11/4/14 (Tues.) - We contacted [redacted] asking her when we would receive the cleaning kit.
11/5/14 (Wed.) - [redacted] contacted us via e-mail indicating the cleaning products and reference sheet would be delivered to us Friday AM and that the installer would also reaffix the molding. We responded that we were not available until the following Tuesday, 11/11 or later that week as we were having company Thursday (11/6) thru Monday (11/10). She indicated she would let us know the following Monday when they would be available.
11/12/14 (Wed.) - We contacted [redacted] via e-mail asking when they would fix the molding and bring the cleaning kit.
11/13/14 (Thurs.) - [redacted] contacted us via e-mail scheduling the repair for 11/17 at 9am.
11/17/14 (Mon.) - Appointment for molding to be repaired scheduled, but they did not arrive nor call. We spoke with [redacted] and she indicated she had erroneously scheduled it for 10/19. We were not available that morning so it was rescheduled for 10/20.
11/20/14 (Thurs.) - We received a phone call from [redacted] indicating their server was down and someone had taken the cleaning kit so they would not be coming to fix the molding. Rescheduled for 11/21.
11/21/14 (Fri.) - [redacted] dropped off the cleaning kit at 8:30am. When asked if he was going to repair the molding he said no, he was on his way to another job. When asked if someone else was coming to do it, he said he did not know. No one from Prestige Floors came to fix the floor and they did not call to let us know why. We called them and told them that we would find another solution to the issue. They did not want us to do that so we told them we would give them one last chance and scheduled for them to come out Monday, 11/24, at 9am.
11/24/14 (Mon.) - No one from Prestige Floors came to fix the floor and they did not call to let us know why. We put a review on Yelp and filed a complaint with the Revdex.com. [redacted] left voicemails at 2:54pm, 3:05pm, and 3:11pm and sent an e-mail at 2:59pm requesting to have their installer fix the molding that day between 3:30 and 4:30pm. We were not available when she called, but we did listen to her voicemails a short while later. We were not available that evening and decided we were not going to spend any more time waiting for them to show up since we had given them 4 chances in the past 6 business days. We sent an e-mail at 5:40pm letting them know our decision.
11/24/14 (Mon.) - A response was sent from their President, [redacted], to our Yelp review. This was the first time any mention was made of our couch potentially being an issue. See above indicating the couch could not have caused the issue.
11/26/14 (Wed.) - [redacted] left a voicemail indicating he wanted to discuss our Revdex.com complaint and the issues that led up to it. We sent an e-mail that said, in part “Although as you stated, many customers may give you glowing reviews, that was not our experience. The most recent example is that in an 8 day period of time, we had 4 different appointments scheduled for repair of the slider threshold molding. Three of these were no shows with no communication from [redacted] to explain why. She also took no responsibility for the issue nor apologized. For the other no show appointment we did receive a call after the installer should have been there. This means for 4 different appointments we set aside time for your installers to come, waited for them, and wasted our time. This lack of consideration for our time is the crux of the issue we had with your company.”
Regards,
[redacted]
Dear Revdex.com This is our response to the recent complaintWe are truly sorry that we did not meet their expectations with our customer serviceAfter our installation the customer walked the job with our installers and was happy with everythingA week went by and we got a call to fix one molding in family roomWe choose a date that worked with them and met them and re glued the molding.A few days went by and molding loose againWe went and fixed 2nd timeWe also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to themThey did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kitWe did not charge them , thought that because of their molding issue we would give to themWe got another call and same molding again, this time our installer told them that they should think about moving their couch from the moldingWe have never had to go back times for this issue with any other job Last week on Monday they wanted our installer their at am for the 4th timeHe forgot and made me aware at 10:I left over messages and they would not pick up the phone to let me arrange my installer to go to themThey then put an awful message on yelp He advised that he did not want us to fix anymore he would just take care of it.But instead put complaints that I feel are not appropriateI think that we tried to accommodate them but for some reason we couldn't please themI feel really bad that this customer was so unhappy with meThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAfter reviewing Prestige Floor Inc.’s response to our complaint we feel compelled to respond to several items that they have misrepresented There was no final walk through of the job We did express pleasure at how nice the floor looked, but we did not conduct a final walk through and indicate that “we were happy with everything” This was not possible given that the job was not completed They did not order enough of the transition molding and needed to come back to install the transition from the hallway to the office and bedroom Also all the other transition moldings were taped or had weights on them which we were instructed not to remove for hours Since we could not observe this work until the weights and tape were removed we could not determine the quality of the work nor our satisfaction with the job We did not require them to make an appointment to drop off the cleaning/maintenance kit and at no time did they indicate they were providing this to make up for the issue with the molding (except in their response to our Yelp review) We would expect that the cleaning information and product would be provided at the completion of the job, not nearly weeks later to make up for the molding issue As detailed below in our timeline we asked them for information and where to buy the product and they offered to provide it to us We suggested they drop it off when their installer was coming to fix the molding instead of making a special trip The only time anyone from Prestige Floor Incmentioned the location of our couch was in response to our Yelp review In fact, other than this response, which seems to be a ploy to blame us for the issue with the molding, no one has tried to figure out why the molding is not adhering As you can see from the attached pictures the couch can not and does not touch the molding Placing the couch on the molding would not allow us to open the slider Also, the back of the couch is angled so that even with the top resting against the slider the bottom can’t touch the molding; it’s about 12” away from the molding It was indicated that on 11/24/Prestige Floor Incleft over messages and we would not answer the phone to arrange for the installer to repair the floor As detailed below they left messages and sent an e-mail in less than minutes Unfortunately we were not available during this time We responded via e-mail that evening and told them we did not want to spend any more time waiting for their installer as in the prior business days they had scheduled to have their installer fix the molding different times and never showed up It should be noted this urgency to contact us occurred the day we posted the negative Yelp review We are not the only customers that have had customer service issues with Prestige Floor Inc There are several other poor customer service reviews from their customers on Yelp indicating similar issues trying to get them to fix problems after the installation has been completedThey've also had prior Revdex.com complaints regarding the same issues Based on our experience detailed in the timeline below and the fact that this seems to be a recurring issue we believe that Prestige Floor Inc.’s A+ Revdex.com rating should be reassessed If you would like to review any of the e-mail correspondence detailed in our timeline below, let us know 9/29/(Mon.) - Installation of hardwood floors began Installers worked every day that week 10/3/(Fri.) - Installation of hardwood floors completed, except for transitions to office and bedroom as they did not order enough molding They informed us they would order it and schedule a time the following week to install it They taped down the transitions between the tile and hardwood floors and used weights on the slider transitions We were instructed to keep these in place for hours 10/5/(Sun.) - We removed the tape and weights from the molding/transitions and one of the pieces near one slider was not adhering properly 10/6/(Mon.) - We contacted [redacted] to let her know about the issue with the molding 10/10/(Fri.) - [redacted] sent an e-mail indicating she checked on the moldings, they were expected at the beginning of the next week, and she would contact us to schedule installation 10/16/(Thurs.) - We sent an e-mail asking about the status of the molding installation 10/17/(Fri.) - [redacted] indicated she hoped the moldings would be in the following Monday 10/24/(Fri.) - ***, Prestige Installer, installed transitions to office and bedroom and reaffixed slider molding Weights were put on and we were instructed to keep them on hours We were also instructed the carpet installer would come later to affix the carpet to the transitions We sent an e-mail to [redacted] to find out when the carpet installer planned to come out We also asked the name of and where we could purchase the oil that she had previously mentioned that hides scratches We asked for any instructions on how to care for and maintain the floor [redacted] sent a PDF of instructions on caring for the floor She also indicated that [redacted] would drop off a cleaning kit and the carpet installer would come on Monday 10/25/(Sat.) - We sent an e-mail indicating that the slider molding did not adhere properly We suggested that instead of having [redacted] make a special trip to drop off the cleaning kit they could just have whomever came to fix the molding bring it with them [redacted] responded that she would get back with us once she spoke with ***, Installer 10/27/(Mon.) - Carpet installer was scheduled to attach carpet in office and bedroom to transition molding, but [redacted] called indicating he was ill and the need to reschedule She said the carpet installer and [redacted] would both come on Wednesday She indicated that [redacted] would fix the molding and bring the cleaning kit 10/29/(Wed.) - Since we had not been told what time [redacted] and the carpet installer would be arriving we sent an e-mail asking if they were still coming and what time [redacted] responded that the carpet guy would arrive at - pm and that he would also fix the slider molding She indicated that the cleaning kit would be dropped off the following morning We let her know that we would not be available in the morning, but that they could just leave it outside the door The carpet installer attached the carpet to the office and bedroom transition molding He also tried to reattach the slider molding by using hot glue, but when that did not work he used liquid nails, which is what the installers had used We were instructed to keep the weights on the molding for hours 10/30/(Thurs.) - We contacted [redacted] via e-mail letting her know we did not receive the cleaning kit We received no response 10/31/(Fri.) - We contacted [redacted] via e-mail letting her know that we took off the weights and the molding still was not adhering properly We received no response 11/4/(Tues.) - We contacted [redacted] asking her when we would receive the cleaning kit 11/5/(Wed.) - [redacted] contacted us via e-mail indicating the cleaning products and reference sheet would be delivered to us Friday AM and that the installer would also reaffix the molding We responded that we were not available until the following Tuesday, 11/or later that week as we were having company Thursday (11/6) thru Monday (11/10) She indicated she would let us know the following Monday when they would be available 11/12/(Wed.) - We contacted [redacted] via e-mail asking when they would fix the molding and bring the cleaning kit 11/13/(Thurs.) - [redacted] contacted us via e-mail scheduling the repair for 11/at 9am 11/17/(Mon.) - Appointment for molding to be repaired scheduled, but they did not arrive nor call We spoke with [redacted] and she indicated she had erroneously scheduled it for 10/ We were not available that morning so it was rescheduled for 10/ 11/20/(Thurs.) - We received a phone call from [redacted] indicating their server was down and someone had taken the cleaning kit so they would not be coming to fix the molding Rescheduled for 11/ 11/21/(Fri.) - [redacted] dropped off the cleaning kit at 8:30am When asked if he was going to repair the molding he said no, he was on his way to another job When asked if someone else was coming to do it, he said he did not know No one from Prestige Floors came to fix the floor and they did not call to let us know why We called them and told them that we would find another solution to the issue They did not want us to do that so we told them we would give them one last chance and scheduled for them to come out Monday, 11/24, at 9am 11/24/(Mon.) - No one from Prestige Floors came to fix the floor and they did not call to let us know why We put a review on Yelp and filed a complaint with the Revdex.com [redacted] left voicemails at 2:54pm, 3:05pm, and 3:11pm and sent an e-mail at 2:59pm requesting to have their installer fix the molding that day between 3:and 4:30pm We were not available when she called, but we did listen to her voicemails a short while later We were not available that evening and decided we were not going to spend any more time waiting for them to show up since we had given them chances in the past business days We sent an e-mail at 5:40pm letting them know our decision 11/24/(Mon.) - A response was sent from their President, ***, to our Yelp review This was the first time any mention was made of our couch potentially being an issue See above indicating the couch could not have caused the issue 11/26/(Wed.) - *** left a voicemail indicating he wanted to discuss our Revdex.com complaint and the issues that led up to it We sent an e-mail that said, in part “Although as you stated, many customers may give you glowing reviews, that was not our experience The most recent example is that in an day period of time, we had different appointments scheduled for repair of the slider threshold molding Three of these were no shows with no communication from [redacted] to explain why She also took no responsibility for the issue nor apologized For the other no show appointment we did receive a call after the installer should have been there This means for different appointments we set aside time for your installers to come, waited for them, and wasted our time This lack of consideration for our time is the crux of the issue we had with your company.” Regards, [redacted]
Dear Revdex.com This is our response to the recent complaintWe are truly sorry that we did not meet their expectations with our customer serviceAfter our installation the customer walked the job with our installers and was happy with everythingA week went by and we got a call to fix one molding in family roomWe choose a date that worked with them and met them and re glued the moldingA few days went by and molding loose againWe went and fixed 2nd timeWe also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to themThey did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kitWe did not charge them , thought that because of their molding issue we would give to them We got another call and same molding again, this time our installer told them that they should think about moving their couch from the moldingWe have never had to go back times for this issue with any other job Last week on Monday they wanted our installer their at am for the 4th timeHe forgot and made me aware at 10:I left over messages and they would not pick up the phone to let me arrange my installer to go to themThey then put an awful message on yelp He advised that he did not want us to fix anymore he would just take care of itBut instead put complaints that I feel are not appropriateI think that we tried to accommodate them but for some reason we couldn't please themI feel really bad that this customer was so unhappy with me Thank you
Our position remains the sameWe disagree with some of the comments but in the end we are very sorry that we couldn't make this customer happy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and no further follow up is requested. In our prior response, we accurately outlined the issues. We sincerely hope that Prestige Floors understands that repeatedly scheduling appointments and then not showing up is poor customer service and reviews there policies and procedures to avoid similar issues from happening to future customers.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After reviewing Prestige Floor Inc.’s response to our complaint we feel compelled to respond to several items that they have misrepresented. There was no final walk through of the job. We did express pleasure at how nice the floor looked, but we did not conduct a final walk through and indicate that “we were happy with everything”. This was not possible given that the job was not completed. They did not order enough of the transition molding and needed to come back to install the transition from the hallway to the office and bedroom. Also all the other transition moldings were taped or had weights on them which we were instructed not to remove for 48 hours. Since we could not observe this work until the weights and tape were removed we could not determine the quality of the work nor our satisfaction with the job.
We did not require them to make an appointment to drop off the cleaning/maintenance kit and at no time did they indicate they were providing this to make up for the issue with the molding (except in their response to our Yelp review). We would expect that the cleaning information and product would be provided at the completion of the job, not nearly 6 weeks later to make up for the molding issue. As detailed below in our timeline we asked them for information and where to buy the product and they offered to provide it to us. We suggested they drop it off when their installer was coming to fix the molding instead of making a special trip.
The only time anyone from Prestige Floor Inc. mentioned the location of our couch was in response to our Yelp review. In fact, other than this response, which seems to be a ploy to blame us for the issue with the molding, no one has tried to figure out why the molding is not adhering. As you can see from the attached pictures the couch can not and does not touch the molding. Placing the couch on the molding would not allow us to open the slider. Also, the back of the couch is angled so that even with the top resting against the slider the bottom can’t touch the molding; it’s about 12” away from the molding.
It was indicated that on 11/24/14 Prestige Floor Inc. left over 5 messages and we would not answer the phone to arrange for the installer to repair the floor. As detailed below they left 3 messages and sent an e-mail in less than 20 minutes. Unfortunately we were not available during this time. We responded via e-mail that evening and told them we did not want to spend any more time waiting for their installer as in the prior 6 business days they had scheduled to have their installer fix the molding 4 different times and never showed up. It should be noted this urgency to contact us occurred the day we posted the negative Yelp review.
We are not the only customers that have had customer service issues with Prestige Floor Inc. There are several other poor customer service reviews from their customers on Yelp indicating similar issues trying to get them to fix problems after the installation has been completed. They've also had 2 prior Revdex.com complaints regarding the same issues. Based on our experience detailed in the timeline below and the fact that this seems to be a recurring issue we believe that Prestige Floor Inc.’s A+ Revdex.com rating should be reassessed. If you would like to review any of the e-mail correspondence detailed in our timeline below, let us know.
9/29/14 (Mon.) - Installation of hardwood floors began. Installers worked every day that week.
10/3/14 (Fri.) - Installation of hardwood floors completed, except for transitions to office and bedroom as they did not order enough molding. They informed us they would order it and schedule a time the following week to install it. They taped down the transitions between the tile and hardwood floors and used weights on the slider transitions. We were instructed to keep these in place for 48 hours.
10/5/14 (Sun.) - We removed the tape and weights from the molding/transitions and one of the pieces near one slider was not adhering properly.
10/6/14 (Mon.) - We contacted [redacted] to let her know about the issue with the molding.
10/10/14 (Fri.) - [redacted] sent an e-mail indicating she checked on the moldings, they were expected at the beginning of the next week, and she would contact us to schedule installation.
10/16/14 (Thurs.) - We sent an e-mail asking about the status of the molding installation.
10/17/14 (Fri.) - [redacted] indicated she hoped the moldings would be in the following Monday.
10/24/14 (Fri.) - [redacted], Prestige Installer, installed transitions to office and bedroom and reaffixed slider molding. Weights were put on and we were instructed to keep them on 24 hours. We were also instructed the carpet installer would come later to affix the carpet to the transitions. We sent an e-mail to [redacted] to find out when the carpet installer planned to come out. We also asked the name of and where we could purchase the oil that she had previously mentioned that hides scratches. We asked for any instructions on how to care for and maintain the floor. [redacted] sent a PDF of instructions on caring for the floor. She also indicated that [redacted] would drop off a cleaning kit and the carpet installer would come on Monday.
10/25/14 (Sat.) - We sent an e-mail indicating that the slider molding did not adhere properly. We suggested that instead of having [redacted] make a special trip to drop off the cleaning kit they could just have whomever came to fix the molding bring it with them. [redacted] responded that she would get back with us once she spoke with [redacted], Installer.
10/27/14 (Mon.) - Carpet installer was scheduled to attach carpet in office and bedroom to transition molding, but [redacted] called indicating he was ill and the need to reschedule. She said the carpet installer and [redacted] would both come on Wednesday. She indicated that [redacted] would fix the molding and bring the cleaning kit.
10/29/14 (Wed.) - Since we had not been told what time [redacted] and the carpet installer would be arriving we sent an e-mail asking if they were still coming and what time. [redacted] responded that the carpet guy would arrive at 1 - 2 pm and that he would also fix the slider molding. She indicated that the cleaning kit would be dropped off the following morning. We let her know that we would not be available in the morning, but that they could just leave it outside the door. The carpet installer attached the carpet to the office and bedroom transition molding. He also tried to reattach the slider molding by using hot glue, but when that did not work he used liquid nails, which is what the installers had used. We were instructed to keep the weights on the molding for 48 hours.
10/30/14 (Thurs.) - We contacted [redacted] via e-mail letting her know we did not receive the cleaning kit. We received no response.
10/31/14 (Fri.) - We contacted [redacted] via e-mail letting her know that we took off the weights and the molding still was not adhering properly. We received no response.
11/4/14 (Tues.) - We contacted [redacted] asking her when we would receive the cleaning kit.
11/5/14 (Wed.) - [redacted] contacted us via e-mail indicating the cleaning products and reference sheet would be delivered to us Friday AM and that the installer would also reaffix the molding. We responded that we were not available until the following Tuesday, 11/11 or later that week as we were having company Thursday (11/6) thru Monday (11/10). She indicated she would let us know the following Monday when they would be available.
11/12/14 (Wed.) - We contacted [redacted] via e-mail asking when they would fix the molding and bring the cleaning kit.
11/13/14 (Thurs.) - [redacted] contacted us via e-mail scheduling the repair for 11/17 at 9am.
11/17/14 (Mon.) - Appointment for molding to be repaired scheduled, but they did not arrive nor call. We spoke with [redacted] and she indicated she had erroneously scheduled it for 10/19. We were not available that morning so it was rescheduled for 10/20.
11/20/14 (Thurs.) - We received a phone call from [redacted] indicating their server was down and someone had taken the cleaning kit so they would not be coming to fix the molding. Rescheduled for 11/21.
11/21/14 (Fri.) - [redacted] dropped off the cleaning kit at 8:30am. When asked if he was going to repair the molding he said no, he was on his way to another job. When asked if someone else was coming to do it, he said he did not know. No one from Prestige Floors came to fix the floor and they did not call to let us know why. We called them and told them that we would find another solution to the issue. They did not want us to do that so we told them we would give them one last chance and scheduled for them to come out Monday, 11/24, at 9am.
11/24/14 (Mon.) - No one from Prestige Floors came to fix the floor and they did not call to let us know why. We put a review on Yelp and filed a complaint with the Revdex.com. [redacted] left voicemails at 2:54pm, 3:05pm, and 3:11pm and sent an e-mail at 2:59pm requesting to have their installer fix the molding that day between 3:30 and 4:30pm. We were not available when she called, but we did listen to her voicemails a short while later. We were not available that evening and decided we were not going to spend any more time waiting for them to show up since we had given them 4 chances in the past 6 business days. We sent an e-mail at 5:40pm letting them know our decision.
11/24/14 (Mon.) - A response was sent from their President, [redacted], to our Yelp review. This was the first time any mention was made of our couch potentially being an issue. See above indicating the couch could not have caused the issue.
11/26/14 (Wed.) - [redacted] left a voicemail indicating he wanted to discuss our Revdex.com complaint and the issues that led up to it. We sent an e-mail that said, in part “Although as you stated, many customers may give you glowing reviews, that was not our experience. The most recent example is that in an 8 day period of time, we had 4 different appointments scheduled for repair of the slider threshold molding. Three of these were no shows with no communication from [redacted] to explain why. She also took no responsibility for the issue nor apologized. For the other no show appointment we did receive a call after the installer should have been there. This means for 4 different appointments we set aside time for your installers to come, waited for them, and wasted our time. This lack of consideration for our time is the crux of the issue we had with your company.”
Regards,[redacted]
Dear Revdex.com
This is our response to the recent complaint. We are truly sorry that we did not meet their expectations with our customer service. After our installation the customer walked the job with our installers and was happy with everything. A week went by and we got a call to...
fix one molding in family room. We choose a date that worked with them and met them and re glued the molding.
A few days went by and molding loose again. We went and fixed 2nd time. We also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to them. They did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kit. We did not charge them , thought that because of their molding issue we would give to them.
We got another call and same molding again, this time our installer told them that they should think about moving their couch from the molding. We have never had to go back 3 times for this issue with any other job. Last week on Monday they wanted our installer their at 9 am for the 4th time. He forgot and made me aware at 10:30. I left over 5 messages and they would not pick up the phone to let me arrange my installer to go to them. They then put an awful message on yelp . He advised that he did not want us to fix anymore he would just take care of it.
But instead put complaints that I feel are not appropriate. I think that we tried to accommodate them but for some reason we couldn't please them. I feel really bad that this customer was so unhappy with me.
Thank you
Dear Revdex.com This is our response to the recent complaint. We are truly sorry that we did not meet their expectations with our customer service. After our installation the customer walked the job with our installers and was happy with everything. A week went by and we got a call to fix one molding...
in family room. We choose a date that worked with them and met them and re glued the molding.A few days went by and molding loose again. We went and fixed 2nd time. We also told them that we would order them a cleaning kit and a refresher kit and when it came it would drop off to them. They did not want it dropped off to them an appointment had to be made at only their convenience to hand them their kit. We did not charge them , thought that because of their molding issue we would give to them. We got another call and same molding again, this time our installer told them that they should think about moving their couch from the molding. We have never had to go back 3 times for this issue with any other job. Last week on Monday they wanted our installer their at 9 am for the 4th time. He forgot and made me aware at 10:30. I left over 5 messages and they would not pick up the phone to let me arrange my installer to go to them. They then put an awful message on yelp . He advised that he did not want us to fix anymore he would just take care of it.But instead put complaints that I feel are not appropriate. I think that we tried to accommodate them but for some reason we couldn't please them. I feel really bad that this customer was so unhappy with me. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After reviewing Prestige Floor Inc.’s response to our complaint we feel compelled to respond to several items that they have misrepresented. There was no final walk through of the job. We did express pleasure at how nice the floor looked, but we did not conduct a final walk through and indicate that “we were happy with everything”. This was not possible given that the job was not completed. They did not order enough of the transition molding and needed to come back to install the transition from the hallway to the office and bedroom. Also all the other transition moldings were taped or had weights on them which we were instructed not to remove for 48 hours. Since we could not observe this work until the weights and tape were removed we could not determine the quality of the work nor our satisfaction with the job.
We did not require them to make an appointment to drop off the cleaning/maintenance kit and at no time did they indicate they were providing this to make up for the issue with the molding (except in their response to our Yelp review). We would expect that the cleaning information and product would be provided at the completion of the job, not nearly 6 weeks later to make up for the molding issue. As detailed below in our timeline we asked them for information and where to buy the product and they offered to provide it to us. We suggested they drop it off when their installer was coming to fix the molding instead of making a special trip.
The only time anyone from Prestige Floor Inc. mentioned the location of our couch was in response to our Yelp review. In fact, other than this response, which seems to be a ploy to blame us for the issue with the molding, no one has tried to figure out why the molding is not adhering. As you can see from the attached pictures the couch can not and does not touch the molding. Placing the couch on the molding would not allow us to open the slider. Also, the back of the couch is angled so that even with the top resting against the slider the bottom can’t touch the molding; it’s about 12” away from the molding.
It was indicated that on 11/24/14 Prestige Floor Inc. left over 5 messages and we would not answer the phone to arrange for the installer to repair the floor. As detailed below they left 3 messages and sent an e-mail in less than 20 minutes. Unfortunately we were not available during this time. We responded via e-mail that evening and told them we did not want to spend any more time waiting for their installer as in the prior 6 business days they had scheduled to have their installer fix the molding 4 different times and never showed up. It should be noted this urgency to contact us occurred the day we posted the negative Yelp review.
We are not the only customers that have had customer service issues with Prestige Floor Inc. There are several other poor customer service reviews from their customers on Yelp indicating similar issues trying to get them to fix problems after the installation has been completed. They've also had 2 prior Revdex.com complaints regarding the same issues. Based on our experience detailed in the timeline below and the fact that this seems to be a recurring issue we believe that Prestige Floor Inc.’s A+ Revdex.com rating should be reassessed. If you would like to review any of the e-mail correspondence detailed in our timeline below, let us know.
9/29/14 (Mon.) - Installation of hardwood floors began. Installers worked every day that week.
10/3/14 (Fri.) - Installation of hardwood floors completed, except for transitions to office and bedroom as they did not order enough molding. They informed us they would order it and schedule a time the following week to install it. They taped down the transitions between the tile and hardwood floors and used weights on the slider transitions. We were instructed to keep these in place for 48 hours.
10/5/14 (Sun.) - We removed the tape and weights from the molding/transitions and one of the pieces near one slider was not adhering properly.
10/6/14 (Mon.) - We contacted [redacted] to let her know about the issue with the molding.
10/10/14 (Fri.) - [redacted] sent an e-mail indicating she checked on the moldings, they were expected at the beginning of the next week, and she would contact us to schedule installation.
10/16/14 (Thurs.) - We sent an e-mail asking about the status of the molding installation.
10/17/14 (Fri.) - [redacted] indicated she hoped the moldings would be in the following Monday.
10/24/14 (Fri.) - [redacted], Prestige Installer, installed transitions to office and bedroom and reaffixed slider molding. Weights were put on and we were instructed to keep them on 24 hours. We were also instructed the carpet installer would come later to affix the carpet to the transitions. We sent an e-mail to [redacted] to find out when the carpet installer planned to come out. We also asked the name of and where we could purchase the oil that she had previously mentioned that hides scratches. We asked for any instructions on how to care for and maintain the floor. [redacted] sent a PDF of instructions on caring for the floor. She also indicated that [redacted] would drop off a cleaning kit and the carpet installer would come on Monday.
10/25/14 (Sat.) - We sent an e-mail indicating that the slider molding did not adhere properly. We suggested that instead of having [redacted] make a special trip to drop off the cleaning kit they could just have whomever came to fix the molding bring it with them. [redacted] responded that she would get back with us once she spoke with [redacted], Installer.
10/27/14 (Mon.) - Carpet installer was scheduled to attach carpet in office and bedroom to transition molding, but [redacted] called indicating he was ill and the need to reschedule. She said the carpet installer and [redacted] would both come on Wednesday. She indicated that [redacted] would fix the molding and bring the cleaning kit.
10/29/14 (Wed.) - Since we had not been told what time [redacted] and the carpet installer would be arriving we sent an e-mail asking if they were still coming and what time. [redacted] responded that the carpet guy would arrive at 1 - 2 pm and that he would also fix the slider molding. She indicated that the cleaning kit would be dropped off the following morning. We let her know that we would not be available in the morning, but that they could just leave it outside the door. The carpet installer attached the carpet to the office and bedroom transition molding. He also tried to reattach the slider molding by using hot glue, but when that did not work he used liquid nails, which is what the installers had used. We were instructed to keep the weights on the molding for 48 hours.
10/30/14 (Thurs.) - We contacted [redacted] via e-mail letting her know we did not receive the cleaning kit. We received no response.
10/31/14 (Fri.) - We contacted [redacted] via e-mail letting her know that we took off the weights and the molding still was not adhering properly. We received no response.
11/4/14 (Tues.) - We contacted [redacted] asking her when we would receive the cleaning kit.
11/5/14 (Wed.) - [redacted] contacted us via e-mail indicating the cleaning products and reference sheet would be delivered to us Friday AM and that the installer would also reaffix the molding. We responded that we were not available until the following Tuesday, 11/11 or later that week as we were having company Thursday (11/6) thru Monday (11/10). She indicated she would let us know the following Monday when they would be available.
11/12/14 (Wed.) - We contacted [redacted] via e-mail asking when they would fix the molding and bring the cleaning kit.
11/13/14 (Thurs.) - [redacted] contacted us via e-mail scheduling the repair for 11/17 at 9am.
11/17/14 (Mon.) - Appointment for molding to be repaired scheduled, but they did not arrive nor call. We spoke with [redacted] and she indicated she had erroneously scheduled it for 10/19. We were not available that morning so it was rescheduled for 10/20.
11/20/14 (Thurs.) - We received a phone call from [redacted] indicating their server was down and someone had taken the cleaning kit so they would not be coming to fix the molding. Rescheduled for 11/21.
11/21/14 (Fri.) - [redacted] dropped off the cleaning kit at 8:30am. When asked if he was going to repair the molding he said no, he was on his way to another job. When asked if someone else was coming to do it, he said he did not know. No one from Prestige Floors came to fix the floor and they did not call to let us know why. We called them and told them that we would find another solution to the issue. They did not want us to do that so we told them we would give them one last chance and scheduled for them to come out Monday, 11/24, at 9am.
11/24/14 (Mon.) - No one from Prestige Floors came to fix the floor and they did not call to let us know why. We put a review on Yelp and filed a complaint with the Revdex.com. [redacted] left voicemails at 2:54pm, 3:05pm, and 3:11pm and sent an e-mail at 2:59pm requesting to have their installer fix the molding that day between 3:30 and 4:30pm. We were not available when she called, but we did listen to her voicemails a short while later. We were not available that evening and decided we were not going to spend any more time waiting for them to show up since we had given them 4 chances in the past 6 business days. We sent an e-mail at 5:40pm letting them know our decision.
11/24/14 (Mon.) - A response was sent from their President, [redacted], to our Yelp review. This was the first time any mention was made of our couch potentially being an issue. See above indicating the couch could not have caused the issue.
11/26/14 (Wed.) - [redacted] left a voicemail indicating he wanted to discuss our Revdex.com complaint and the issues that led up to it. We sent an e-mail that said, in part “Although as you stated, many customers may give you glowing reviews, that was not our experience. The most recent example is that in an 8 day period of time, we had 4 different appointments scheduled for repair of the slider threshold molding. Three of these were no shows with no communication from [redacted] to explain why. She also took no responsibility for the issue nor apologized. For the other no show appointment we did receive a call after the installer should have been there. This means for 4 different appointments we set aside time for your installers to come, waited for them, and wasted our time. This lack of consideration for our time is the crux of the issue we had with your company.”
Regards,
[redacted]