Hiller Stores Inc

Final Consumer Response /* (2000, 6, 2015/11/23) */
The morning of Monday November 23, Tim from Hillers called stating they will (one time ongoodwill) order one box of each size flooring and install at no charge to repair the damaged flooringThe repair/install date is set for January
and I am very satisfied and appreciative with this resolution

We were at the [redacted]'s home to install their entrys/laundry/steps with luxury vinyl plank on 12/13.  We could only do entrys/laundry because the moldings were backordered.  The installer expressed he could not put the product on the steps without the moldings - he needed the correct...

profile of the moldings.  There is nothing we can do with product backorders.  Our installation schedule was out about 1 week, but we installed the [redacted]'s moldings on 12/23, that is when the moldings came in.  The product is installed professionally and it is exactly what they ordered and we have a signed work order.  We have done everything we could do in regards to the product and install, we as a company, do not discount money back for inconveniences, we complete all jobs professionally and with pride.  We believe nothing is solved if we discount jobs because of inconveniences, our policy is to take care of all customers to the best of our ability.  We cannot control manufacture backorders.  The product is not failing. We installed the product she ordered.  As regards to our advertising, there are no local television stations that states "buy it today, walk on it tomorrow".  That used to be our tagline but we took it out of our ads 2-3 years ago.

I am rejecting this response because:1: Communication was never received by me as the consumer regarding the moldings being on backorder. Again, I repeat and have many times to the consumer, I was not contacted by the business regarding any backorders. In fact, I was not in contact with the business by them reaching out to me at all to keep me informed regarding the products and job completion, I had to continually call and leave voicemails. And was even told that voicemails were deleted because other company employees claimed the issue was resolved when it was not. 2: I am not happy with the flooring. Per Hillers Flooring America warranties and guarantees; Confidence Warranty: If, within 30 days after installation, you're not happy with your new floor for any reason, we'll replace it with a floor of equal value. Confidence Plus Warranty: If you don't love your new floor, we'll replace it for free. We'll even pay for labor on four and five star rated flooring. I am not HAPPY with the flooring. 3: The advertisement: "Buy it today, walk on it tomorrow" is also on the top of my order slip, therefore, this is false advertisement. 4: This does not address the customer service issue and dissatisfaction with service, flooring, etc. The purchase order was signed before the flooring was at my residence, installed, and incomplete, as well as after completion. I did not sign any orders, agreements, satisfactions during or after product receipt/installation. 5: Had I ordered product, had it installed and was refusing to pay the business, they would not be happy and satisfied and would be making it known. I paid for product, service, warranties, etc and my check was cashed weeks before anything was complete.The attached image shows the order date, false advertisement campaign, date my flooring was to be installed, as well as the receipt of payment, and the warranty statements. Again, I stress the issue of POOR customer service related in this manner, the company not standing behind their warranties, and the incompleteness of the job by the date I was assured upon placing the order. And again, I was never contacted by the company when they knew that any portion of my product was on backorder to handle the issue beforehand. I was in fact completely kept in the dark regarding the status and job completion. I feel the best resolution for customer satisfaction and to prevent 'bad public relations' by the companies request in a previous phone conversation is the refunding of my funds for this job not being completed per signed purchase agreement terms, and that I am not satisfied with the job.