Hospitality Services Inc.

Dear [redacted],

Pursuant to our discussion enclosed is the paperwork in support of my position regarding complaint #[redacted].

The areas in question measured 819 sq. ft. upstairs and 554 sq. ft. downstairs. Bringing the total to 1373 sq. ft.  Industry standards...

are to use a 7% waste factor to determine how much product to order. IE; 1373 sq. ft. x .07 = 1469.11. An order was placed for 1476 sq. ft. Invoice is enclosed. 82 cases @ 18 sq. ft. per case.  After the job was completed there were 3 tiles left equaling 6.75 sq. ft.

So, 1476 sq. ft.- 6.75sq. ft.= 1469.25 sq. ft. installed. Neither I or my distributor sees how this job could possibly have any extra tile. Let alone 4 cases worth. That would equate to 32 tiles, since there are 8 tiles per case.

On 3-20-14, I offered to remeasure with the client but he indicated that there would be no convincing him otherwise. Email enclosed.

On 3-19-14, the client counted all the tiles in his home. He stated there were 616 tiles out of a possible 656 tiles. 82 cases x 8 tiles = 656 tiles. Email enclosed.

So, 656 tiles ordered - 616 installed = 40 tiles or loss/waste factor 6.1 %.  All this indicates is that the installers were more accurate on their cuts, keeping the loss factor down below 7%. The client agreed in the 3-20-14 email that he felt 7% was a fair number.

On 3-18-14 the client requested a copy of the order for tile. Thinking that he felt the correct amount had not been ordered, I was happy to accommodate. He later indicated that this was not a concern since he had taken a picture of the tile cases and counted them individually. I found this odd.

As a result, either method, counting tiles or measuring square footage the outcome is the same. 1476 sq. ft. were ordered and 1470 sq ft. were installed.

As for the baseboard removal for installation, this is not common practice in Arizona and it is not mentioned or charged for in the agreement. Agreement enclosed.

After speaking with [redacted], a Revdex.com member, their customary practice for 35 years has been to install up to the baseboards without removing them. Letter enclosed. In fact, my distributor has spoken with installers for [redacted], and [redacted], all say the same-they install up to baseboards.

It is unfortunate that after doing our best to accommodate this client's financial needs, (my distributor, installer and my self all took concessions), and time constraints, (we told

him a week but he wanted in sooner so we added 3 extra installers to get the job done in 4 days), that a great quality job has been marred with discontent. Additionally, the installers did not bill for the 4 hours concrete grinding for the adhesive that was below the paint that was found under the carpet when installation began. The client was made aware that this could be a possibility and agreed to it. See agreement. However, the installers were made aware that the client was strapped financially and could not afford it.

 

In our opinion, we delivered the correct amount of product, installed the correct amount  of tile with the appropriate method. In the spirit of the Revdex.com, and our company philosophy we have gone above and beyond to meet this client's requests .. Thank you for your time.

Respectfully,

Hospitality Services Inc. [redacted]

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.

Dear

[redacted]:

[redacted] is either intentionally using math to confuse the question, or simply

doesn't get it. The number of tiles I counted included a waste factor. There

should be at least four cases left over, and he knows that. He is using an

estimate. I am counting ACTUAL tiles used. This trumps any estimate. There are

4 or 5 cases of tiles that should be left over (as well as more than a cupful of grout material). The less-than-half tiles I

counted actually accounted for the waste. He knows that. Don't let him kid you.

His crew did do a good job except for two things: 1) the obviously poor tile

inventory practice (at the least), and 2) the unbelievable baseboard fiasco.

I don't know these other companies he's relying on to back his opinion, but no

matter how many others he uses as references, it's still not the proper way to

lay flooring. I was an adjuster for many years, and not only did I always allow

for baseboard to be removed and reset when flooring needed to be replaced (as

requested by every contractor doing flooring), I also confirmed that it was,

whenever I allowed for it. How can anyone possibly argue that doing work in a

fashion that prevents access to a previously accessible material, is the

correct method. It simply isn't. And although I'd already decided to do it, it

was [redacted]'s suggestion that some of the baseboard be changed. I agreed. He

knew I was going to change baseboard, yet he took that option away from me,

fully knowing he was.

[redacted], please understand. [redacted] will say whatever he has to in order to

avoid a Revdex.com complaint on his record. The problem he has here is that, I not

only know what I'm talking about, both his arguments are ridiculous.

Also, it was [redacted] who told me that the work would be done in 4 days. I was

happy to hold him to that promise. I guess if he had to add additional workers

to complete it in that time frame, he must have been exaggerating to begin with

(And that's a reflection on his character).

And my financial needs have nothing to do with this. We negotiated a price. He can call them concessions, but I

didn't hold a gun to his head. He could have said "no". But he didn't. I didn't MAKE him "concede" anything.

And now that I have "discontent" with his poor work and

questionable material inventory management, he's going to suggest he did a

favor for me. Believe me, he did me no favor. In fact, since I can't replace my

baseboard without substantial expense, he's actually caused a financial impact

on me.

I'd hoped to have this settled amicably, but it appears he's unwilling to correct

or make an allowance for his mistakes. I'm not going to accept anything less. Unfortunately,

he must be accustomed to dealing with customers who lack knowledge in this

area. Does the Revdex.com track lawsuits against members? The manner in which he

replied suggests he's familiar with negotiating the legal system.

I just moved to Scottsdale from New Orleans. It is unfortunate that the first time I trust a contractor

here, the experience is marred by the tactics of this vendor. I hope this isn't a common attitude here.

How very disappointing that would be for all the nice residents I've met so far. They (and I) deserve better.

 

Regards,

The client's email to Revdex.com is the first I have heard regarding improper installation of the comode. The installation was over a month ago. Any number of things could have occurred since then. Toilet overflows, broken pipes, etc. With that being said, the possibility does exit that there could have been an installation problem. As a result, [redacted] will be at his home to reset the toilet between 10-12pm and [redacted] will also be by at the same time to handle the drywall downstairs. Please inform the client.

Thank you.

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.

Dear

[redacted]:

[redacted] is either intentionally using math to confuse the question, or simply

doesn't get it. The number of tiles I counted included a waste factor. There

should be at least four cases left over, and he knows that. He is using an

estimate. I am counting ACTUAL tiles used. This trumps any estimate. There are

4 or 5 cases of tiles that should be left over (as well as more than a cupful of grout material). The less-than-half tiles I

counted actually accounted for the waste. He knows that. Don't let him kid you.

His crew did do a good job except for two things: 1) the obviously poor tile

inventory practice (at the least), and 2) the unbelievable baseboard fiasco.

I don't know these other companies he's relying on to back his opinion, but no

matter how many others he uses as references, it's still not the proper way to

lay flooring. I was an adjuster for many years, and not only did I always allow

for baseboard to be removed and reset when flooring needed to be replaced (as

requested by every contractor doing flooring), I also confirmed that it was,

whenever I allowed for it. How can anyone possibly argue that doing work in a

fashion that prevents access to a previously accessible material, is the

correct method. It simply isn't. And although I'd already decided to do it, it

was [redacted]'s suggestion that some of the baseboard be changed. I agreed. He

knew I was going to change baseboard, yet he took that option away from me,

fully knowing he was.

[redacted], please understand. [redacted] will say whatever he has to in order to

avoid a Revdex.com complaint on his record. The problem he has here is that, I not

only know what I'm talking about, both his arguments are ridiculous.

Also, it was [redacted] who told me that the work would be done in 4 days. I was

happy to hold him to that promise. I guess if he had to add additional workers

to complete it in that time frame, he must have been exaggerating to begin with

(And that's a reflection on his character).

And my financial needs have nothing to do with this. We negotiated a price. He can call them concessions, but I

didn't hold a gun to his head. He could have said "no". But he didn't. I didn't MAKE him "concede" anything.

And now that I have "discontent" with his poor work and

questionable material inventory management, he's going to suggest he did a

favor for me. Believe me, he did me no favor. In fact, since I can't replace my

baseboard without substantial expense, he's actually caused a financial impact

on me.

I'd hoped to have this settled amicably, but it appears he's unwilling to correct

or make an allowance for his mistakes. I'm not going to accept anything less. Unfortunately,

he must be accustomed to dealing with customers who lack knowledge in this

area. Does the Revdex.com track lawsuits against members? The manner in which he

replied suggests he's familiar with negotiating the legal system.

I just moved to Scottsdale from New Orleans. It is unfortunate that the first time I trust a contractor

here, the experience is marred by the tactics of this vendor. I hope this isn't a common attitude here.

How very disappointing that would be for all the nice residents I've met so far. They (and I) deserve better.

 

Regards,

Dear [redacted],

Pursuant to our discussion enclosed is the paperwork in support of my position regarding complaint #[redacted].

The areas in question measured 819 sq. ft. upstairs and 554 sq. ft. downstairs. Bringing the total to 1373 sq. ft.  Industry standards...

are to use a 7% waste factor to determine how much product to order. IE; 1373 sq. ft. x .07 = 1469.11. An order was placed for 1476 sq. ft. Invoice is enclosed. 82 cases @ 18 sq. ft. per case.  After the job was completed there were 3 tiles left equaling 6.75 sq. ft.

So, 1476 sq. ft.- 6.75sq. ft.= 1469.25 sq. ft. installed. Neither I or my distributor sees how this job could possibly have any extra tile. Let alone 4 cases worth. That would equate to 32 tiles, since there are 8 tiles per case.

On 3-20-14, I offered to remeasure with the client but he indicated that there would be no convincing him otherwise. Email enclosed.

On 3-19-14, the client counted all the tiles in his home. He stated there were 616 tiles out of a possible 656 tiles. 82 cases x 8 tiles = 656 tiles. Email enclosed.

So, 656 tiles ordered - 616 installed = 40 tiles or loss/waste factor 6.1 %.  All this indicates is that the installers were more accurate on their cuts, keeping the loss factor down below 7%. The client agreed in the 3-20-14 email that he felt 7% was a fair number.

On 3-18-14 the client requested a copy of the order for tile. Thinking that he felt the correct amount had not been ordered, I was happy to accommodate. He later indicated that this was not a concern since he had taken a picture of the tile cases and counted them individually. I found this odd.

As a result, either method, counting tiles or measuring square footage the outcome is the same. 1476 sq. ft. were ordered and 1470 sq ft. were installed.

As for the baseboard removal for installation, this is not common practice in Arizona and it is not mentioned or charged for in the agreement. Agreement enclosed.

After speaking with [redacted], a Revdex.com member, their customary practice for 35 years has been to install up to the baseboards without removing them. Letter enclosed. In fact, my distributor has spoken with installers for [redacted], [redacted], [redacted], and [redacted], all say the same-they install up to baseboards.

It is unfortunate that after doing our best to accommodate this client's financial needs, (my distributor, installer and my self all took concessions), and time constraints, (we told

him a week but he wanted in sooner so we added 3 extra installers to get the job done in 4 days), that a great quality job has been marred with discontent. Additionally, the installers did not bill for the 4 hours concrete grinding for the adhesive that was below the paint that was found under the carpet when installation began. The client was made aware that this could be a possibility and agreed to it. See agreement. However, the installers were made aware that the client was strapped financially and could not afford it.

 

In our opinion, we delivered the correct amount of product, installed the correct amount  of tile with the appropriate method. In the spirit of the Revdex.com, and our company philosophy we have gone above and beyond to meet this client's requests .. Thank you for your time.

Respectfully,

Hospitality Services Inc. [redacted]

The client's email to Revdex.com is the first I have heard regarding improper installation of the comode. The installation was over a month ago. Any number of things could have occurred since then. Toilet overflows, broken pipes, etc. With that being said, the possibility does exit that there could have been an installation problem. As a result, [redacted] will be at his home to reset the toilet between 10-12pm and [redacted] will also be by at the same time to handle the drywall downstairs. Please inform the client.

Thank you.

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.

Regards,

P.S. It turns out that, when they removed the toilet on the 2nd floor to put down the tile, they re-installed it improperly. Water is pouring through the downstairs closet light fixture, and damaged the ceiling. It had to be them. The toilet worked great before they did the work (nobody including the inspector, either of the agents, nor myself or my wife saw any damage there prior to the first flushing of the toilet after they did the flooring). The master is downstairs, and we don't use that upstairs bathroom. The first time the toilet was flushed, we discovered the damage immediately afterwards. 

We also forgot to mention that there were cigarette butts and plastic "x" tile spacers everywhere in the yard. It's not a huge deal, but it's another sign of their approach toward quality (lack of it).

Hi [redacted],

I just wanted to confirm our conversation this morning because I got an email that the complaint's been closed.

A plumber should be coming out sometime this morning between 10 and Noon to remove and reset the toilet. And a contractor should be coming out sometime today too to repair the drywall ceiling. 

Thank you again for your help,

 

Regards,

I used [redacted] recently for a long overdue carpet cleaning. He responded quickly to my call and was fast and efficient on the job. His recommendation of a carpet stretcher was excellent. I'm very pleased with the result. Thanks [redacted].

Review: There are 2:

1) My entire upstairs and most of my downstairs carpet was replaced with tile. I counted the number of tiles against the number ordered, and at least 4 cases should have been left over (even with the waste factor used to order the tiles). However, salesman left 3 tiles and a nearly empty bag of grout mix.

2) Despite telling the salesman that I was going to replace the baseboard and trim, they installed the tiles over the baseboard. The acceptable installation method would have been to remove the baseboard, install the tiles, then renail the baseboard. Now it will not be possible to simply remove the baseboard and door trim. It will be a costly, time consuming, and inconvenient process.Desired Settlement: 1) I want the business to supply the missing 4 cases of tile, and sufficient grout to cover those tiles.

2) I want the business to refund half the installation cost because that's about what it'll cost to remove the baseboard and trim.

Business

Response:

Dear [redacted],

Pursuant to our discussion enclosed is the paperwork in support of my position regarding complaint #[redacted].

The areas in question measured 819 sq. ft. upstairs and 554 sq. ft. downstairs. Bringing the total to 1373 sq. ft. Industry standards are to use a 7% waste factor to determine how much product to order. IE; 1373 sq. ft. x .07 = 1469.11. An order was placed for 1476 sq. ft. Invoice is enclosed. 82 cases @ 18 sq. ft. per case. After the job was completed there were 3 tiles left equaling 6.75 sq. ft.

So, 1476 sq. ft.- 6.75sq. ft.= 1469.25 sq. ft. installed. Neither I or my distributor sees how this job could possibly have any extra tile. Let alone 4 cases worth. That would equate to 32 tiles, since there are 8 tiles per case.

On 3-20-14, I offered to remeasure with the client but he indicated that there would be no convincing him otherwise. Email enclosed.

On 3-19-14, the client counted all the tiles in his home. He stated there were 616 tiles out of a possible 656 tiles. 82 cases x 8 tiles = 656 tiles. Email enclosed.

So, 656 tiles ordered - 616 installed = 40 tiles or loss/waste factor 6.1 %. All this indicates is that the installers were more accurate on their cuts, keeping the loss factor down below 7%. The client agreed in the 3-20-14 email that he felt 7% was a fair number.

On 3-18-14 the client requested a copy of the order for tile. Thinking that he felt the correct amount had not been ordered, I was happy to accommodate. He later indicated that this was not a concern since he had taken a picture of the tile cases and counted them individually. I found this odd.

As a result, either method, counting tiles or measuring square footage the outcome is the same. 1476 sq. ft. were ordered and 1470 sq ft. were installed.

As for the baseboard removal for installation, this is not common practice in Arizona and it is not mentioned or charged for in the agreement. Agreement enclosed.

After speaking with [redacted], a Revdex.com member, their customary practice for 35 years has been to install up to the baseboards without removing them. Letter enclosed. In fact, my distributor has spoken with installers for [redacted], and [redacted], all say the same-they install up to baseboards.

It is unfortunate that after doing our best to accommodate this client's financial needs, (my distributor, installer and my self all took concessions), and time constraints, (we told

him a week but he wanted in sooner so we added 3 extra installers to get the job done in 4 days), that a great quality job has been marred with discontent. Additionally, the installers did not bill for the 4 hours concrete grinding for the adhesive that was below the paint that was found under the carpet when installation began. The client was made aware that this could be a possibility and agreed to it. See agreement. However, the installers were made aware that the client was strapped financially and could not afford it.

In our opinion, we delivered the correct amount of product, installed the correct amount of tile with the appropriate method. In the spirit of the Revdex.com, and our company philosophy we have gone above and beyond to meet this client's requests .. Thank you for your time.

Respectfully,

Hospitality Services Inc. [redacted]