Initial Business Response /* (1000, 8, 2016/04/04) */
(Revdex.com - converted from original document. See file.)
This letter is in response to the complaint by [redacted] against our company Harman Home Designs: Case # [redacted].
When Mrs. [redacted]'s project was in the proposal stage, upon...
visiting the home, our salesman, Ron C[redacted] measured for flooring. This estimate included carpet for the living room, and hall, and vinyl tile in the kitchen. Ron instructed the [redacted]'s that the laminate floor meeting our new tile floor should be transitioned with a strip that matches the existing laminate floor. Mr. [redacted] responded with, "I know, but those transition strips are expensive. Is there anything else we can use there?" Ron answered, "We can put a metal strip there that finishes with a rubber insert." Although, Ron expressed the finished look is not desirable, but it is less expensive. The [redacted]'s agreed and decided to move forward with the metal/rubber transition.
Our flooring specialist, Mike, installed the kitchen floor and the metal/rubber transition. Several days later, the [redacted]'s contacted us and explained that the transition had somehow moved and the new floor was buckling. We promptly sent Ron to the home to evaluate. Upon inspection, we discovered that their existing laminate floor had expanded and pushed against the new metal transition, consequently moving 5 of the new tiles (this kind of movement in a laminate floor is normal). Ron told the [redacted]'s that they should get the transition strips that were discussed in the initial consultation, and we would install them at no additional charge. They agreed and went to their local "Big Box Store" and purchased the matching strips.
Mr. [redacted] called Ron and told him, that he was going to install the transitions himself, but he had a couple questions. He asked Ron if he could stop by. Ron did and answered Mr. [redacted]'s questions. When Ron was leaving, Mr. [redacted] handed him a receipt in the amount of $62.18 and expressed that they should be reimbursed for the cost of the transition strips. Ron told them that they were not charged for this transition strip. They were charged for the metal/rubber strip and he could reimburse them for those.
You will notice on the attached invoice that they were charged $66.00 for 33ft. of metal transitions. The transition in question is 11ft. long. They were offered a reimbursement of $2.00 per lineal ft., in addition, we offered $1.00 per lineal ft. for installing the strips ourselves (this is what we pay our installer). They refused.
Our answer to this complaint is we cannot reimburse for something we didn't charge for initially. If and when the [redacted]'s agree with the terms we feel are fair for both parties, we will be happy to issue a check in the amount of $33. This is what we paid for the metal/rubber transition we installed originally.
We pride ourselves on being a company that offers a quality product at a fair price. All we ask in return from our customers is to pay for our labor and materials when we finish a project, and enjoy the improvement we made for their home.
We take this complaint very seriously, and hope a resolution can be made soon.
Sincerely,
Scott H[redacted]
Harman Home Designs, LLC
[redacted]
[redacted]
Initial Business Response /* (1000, 8, 2016/04/04) */
(Revdex.com - converted from original document. See file.)
This letter is in response to the complaint by [redacted] against our company Harman Home Designs: Case # [redacted].
When Mrs. [redacted]'s project was in the proposal stage, upon...
visiting the home, our salesman, Ron C[redacted] measured for flooring. This estimate included carpet for the living room, and hall, and vinyl tile in the kitchen. Ron instructed the [redacted]'s that the laminate floor meeting our new tile floor should be transitioned with a strip that matches the existing laminate floor. Mr. [redacted] responded with, "I know, but those transition strips are expensive. Is there anything else we can use there?" Ron answered, "We can put a metal strip there that finishes with a rubber insert." Although, Ron expressed the finished look is not desirable, but it is less expensive. The [redacted]'s agreed and decided to move forward with the metal/rubber transition.
Our flooring specialist, Mike, installed the kitchen floor and the metal/rubber transition. Several days later, the [redacted]'s contacted us and explained that the transition had somehow moved and the new floor was buckling. We promptly sent Ron to the home to evaluate. Upon inspection, we discovered that their existing laminate floor had expanded and pushed against the new metal transition, consequently moving 5 of the new tiles (this kind of movement in a laminate floor is normal). Ron told the [redacted]'s that they should get the transition strips that were discussed in the initial consultation, and we would install them at no additional charge. They agreed and went to their local "Big Box Store" and purchased the matching strips.
Mr. [redacted] called Ron and told him, that he was going to install the transitions himself, but he had a couple questions. He asked Ron if he could stop by. Ron did and answered Mr. [redacted]'s questions. When Ron was leaving, Mr. [redacted] handed him a receipt in the amount of $62.18 and expressed that they should be reimbursed for the cost of the transition strips. Ron told them that they were not charged for this transition strip. They were charged for the metal/rubber strip and he could reimburse them for those.
You will notice on the attached invoice that they were charged $66.00 for 33ft. of metal transitions. The transition in question is 11ft. long. They were offered a reimbursement of $2.00 per lineal ft., in addition, we offered $1.00 per lineal ft. for installing the strips ourselves (this is what we pay our installer). They refused.
Our answer to this complaint is we cannot reimburse for something we didn't charge for initially. If and when the [redacted]'s agree with the terms we feel are fair for both parties, we will be happy to issue a check in the amount of $33. This is what we paid for the metal/rubber transition we installed originally.
We pride ourselves on being a company that offers a quality product at a fair price. All we ask in return from our customers is to pay for our labor and materials when we finish a project, and enjoy the improvement we made for their home.
We take this complaint very seriously, and hope a resolution can be made soon.
Sincerely,
Scott H[redacted]
Harman Home Designs, LLC
[redacted]
[redacted]