Hollis & Knight

From: Hollis & Knight "***"Date: Tue, Apr 18, at 12:PMSubject: Re: Good Morning [redacted] ,Through the years, we've always been able to work through any issues or problems and have never had to work with a complaint filed against us, so please let me know if you need any additional information.We replied to the Montgomery County Office of Consumer Protection yesterday and included your contact information as well, so everyone will have the same information [redacted] is handling the case # [redacted] and her number is [redacted] Our client sent all of our email correspondence to [redacted] but I don't see that you received those, so I'm attaching the images she had sent us and the content of our last email to her, which outlined our resolution.After your review, please let me know the next step and what we need to do.Thanks,-CrisOur last email to [redacted] on March 31st 2017:Hi ***,In an effort to understand and settle this claim fairly I've reached out to the rug manufacturer’s President, as well as other sisal manufacturers we've work with for many years Unfortunately, other than you contracting with an independent carpet inspector, there is no clear answer as to how this fading damage occurred The manufacturers I shared the photos with all felt that it was either a spill (treated or untreated) or possibly a pet urine spot that blanched the dye from the sisal fibersGenerally, where there is an obvious "root" fault or a clear responsible party, we ask the party at fault to be accountable for the claimWhen there is no clear evidence of fault, or when a misunderstanding occurs that is challenging, we again strive to be as fair as possible That being said, we are offering a one-time offer to provide a new rug for $500, which is a 1/of the original price The other 2/will be absorbed by the manufacturer and Hollis & Knight This $cost to you includes the shipping, and installation The material is currently is stock and could be delivered in approximately weeks, but we cannot place the order until we’ve received your full payment The manufacturer does not want the original rug returned, so you may either keep it to use elsewhere in your home, donate it to a charity, or you may give it to the delivery company and they’ll dispose of it for youI have the goods on reserve until next Friday in hopes we can place the order and move forward.We hope you understand our position and agree that this is a fair resolution.Sincerely,-CrisAnd this was our response to OCP complaint yesterday:Dear [redacted] :We received your letter of April re: Case No [redacted] and wanted to respond promptly.As we stated in our latest response to the client of March 31, there seems to be no clear reason for the rug being discolored: The [redacted] say they know of no spills in that location of the rug, and the manufacturer says it has no other reports of defectsIf our clients don't find our replacement offer acceptable, then as suggested, we think the next step is to have an independent carpet inspector go to the [redacted] ' home and inspect the carpet and its environment to see if the fault can be determinedSince the client's last email, we have attempted to locate a local carpet inspector who understands the sisal product and is qualified to make a judgment callWe have found one such person in our area by the name of [redacted] ***, [redacted] , and his fee is $(We have never used his service but are satisfied with his credentials and we will absolutely abide by his report's conclusion.) The client may elect to engage [redacted] ***'s services and, in all fairness, if the report clearly states the sisal carpet is defective, we will reimburse the client for his fee along with issuing a full refund for the rug, including freight & delivery.If the report is inconclusive or it is determined the fading spot was the result of something that happened after the rug was delivered, we would still extend our offer to replace the carpet at the $cost to the client, or work with the client to find another alternative sisal at a greatly reduced costThe [redacted] are replacing a sisal rug they had enjoyed for years, and regardless of the inspector's report, we're sincerely willing to help find a sisal they can enjoy for many future years.We always strive hard to work through any problems that may occur and ensure our clients are happy with their purchasesIf you have any suggestions on other ways we could resolve this issue, we would be glad to hear them.Sincerely,Cris B [redacted] Hollis & Knight

From: Hollis & Knight "[redacted]"<[redacted]@hollisandknight.com>Date: Tue, Apr 18, 2017 at 12:28 PMSubject: Re: Good Morning [redacted],Through the years, we've always been able to work through any issues or problems and have never had to work with a complaint filed against us, so...

please let me know if you need any additional information.We replied to the Montgomery County Office of Consumer Protection yesterday and included your contact information as well, so everyone will have the same information.  [redacted] is handling the case #[redacted] and her number is [redacted]Our client sent all of our email correspondence to [redacted] but I don't see that you received those, so I'm attaching the images she had sent us and the content of our last email to her, which outlined our resolution.After your review, please let me know the next step and what we need to do.Thanks,-CrisOur last email to [redacted] on March 31st 2017:Hi [redacted],In an effort to understand and settle this claim fairly I've reached out to the rug manufacturer’s President, as well as other sisal manufacturers we've work with for many years.  Unfortunately, other than you contracting with an independent carpet inspector, there is no clear answer as to how this fading damage occurred.   The manufacturers I shared the photos with all felt that it was either a spill (treated or untreated) or possibly a pet urine spot that blanched the dye from the sisal fibers. Generally, where there is an obvious "root" fault or a clear responsible party, we ask the party at fault to be accountable for the claim. When there is no clear evidence of fault, or when a misunderstanding occurs that is challenging, we again strive to be as fair as possible.  That being said, we are offering a one-time offer to provide a new rug for $500, which is a 1/3 of the original price.  The other 2/3 will be absorbed by the manufacturer and Hollis & Knight.  This $500 cost to you includes the shipping, and installation.  The material is currently is stock and could be delivered in approximately 4 weeks, but we cannot place the order until we’ve received your full payment.   The manufacturer does not want the original rug returned, so you may either keep it to use elsewhere in your home, donate it to a charity, or you may give it to the delivery company and they’ll dispose of it for you. I have the goods on reserve until next Friday in hopes we can place the order and move forward.We hope you understand our position and agree that this is a fair resolution.Sincerely,-CrisAnd this was our response to OCP complaint yesterday:Dear [redacted]:We received your letter of April 13 re: Case No. [redacted] and wanted to respond promptly.As we stated in our latest response to the client of March 31, there seems to be no clear reason for the rug being discolored: The [redacted] say they know of no spills in that location of the rug, and the manufacturer says it has no other reports of defects. If our clients don't find our replacement offer acceptable, then as suggested, we think the next step is to have an independent carpet inspector go to the [redacted]' home and inspect the carpet and its environment to see if the fault can be determined. Since the client's last email, we have attempted to locate a local  carpet inspector who understands the sisal product and is qualified to make a judgment call. We have found one such person in our area by the name of [redacted],  [redacted], and his fee is $250. (We have never used his service but are satisfied with his credentials and we will absolutely abide by his report's conclusion.) The client may elect to engage [redacted]'s services and, in all fairness, if the report clearly states the sisal carpet is defective, we will reimburse the client for his fee along with issuing a full refund for the rug, including freight & delivery.If the report is inconclusive or it is determined the fading spot was the result of something that happened after the rug was delivered, we would still extend our offer to replace the carpet at the $500 cost to the client, or work with the client to find another alternative sisal at a greatly reduced cost. The [redacted] are replacing a sisal rug they had enjoyed for 20 years, and regardless of the inspector's report, we're sincerely willing to help find a sisal they can enjoy for many future years.We always strive hard to work through any problems that may occur and ensure our clients are happy with their purchases. If you have any suggestions on other ways we could resolve this issue, we would be glad to hear them.Sincerely,Cris B[redacted]Hollis & Knight