Jazz Hardwood Floors, Inc.

***, We installed and finished a new hardwood floors for the home owners on 9/6/We received a call-back because there was an area that was missed on the final coatI told them I would take care of it and the area that their cat had walked throughI admit that it was not a high
priority and did not seem to be with them as wellWe did miss the appointment to do the touch up workDue to the extremely high work load and call volume we were experiencing, it was some time before I was able to get back to themBy this time, the season had changed and the the floors were exposed to extremely low humidity conditions, due to the extreme temperatures we were experiencingThis caused shrinking and delaminating of part of the floorThis is not covered by any warrantyThis was failure of the home owner to follow the printed instructions in the Care and Maintenance brochure that I provided them with the invoice for the jobI did meet with them and agreed to repair them area of the floor that had separatedI was attempting to make them happy by taking care of something that was not my responsibilityi did not want to come out and say that they screwed up by not following the printed instructions that I left for themThey agreed to install a home humidifier, which did correct the shrinkage problems with the floorI did inform them that the squeaks in the one area of the floor were caused by the subfloor moving, not the hardwood we had installedThe subfloor was installed by the kitchen contractor before we put down the hardwood floor and was not squeaking when we installed the hardwood floorI set up a day to do the repair workI called them that Monday morning to inform them that I would be showing up a little late and asked for a call back as soon as possibleI never heard back from them until that evening when the home owner left a messageBy this time, I had already rearranged the work schedule, in order to keep my employees busyThere was no time in the schedule for them for several weeksWe were again into a very busy timeOn top of that, I had several employees with health issues that kept them from workingThis put more of a burden on me and meant that I was working almost every night until 9:or 10:There were several phone calls from the homeowner that I could not take, because I could not physically answer the phoneAt that point, the homeowner started to harass me with excessive phone callsThe calls would go to voice mail and the homeowner would just let the phone pick up whatever background noises there wereI received phone calls between 7/and 7/8/I had to put a block on the phone number so that the voice mail would not be filled up with junk phone calls and not waste airtimeI am still willing to work with this customer to resolve thisI will take care of the issue with the missed area of finish and also touch the area where the cat left foot printsI am willing to put an additional coat of polyurethane floor finish on the entire kitchenI am not willing to repair anything that is the result of their failure to follow printed instructions or is the result of conditions over which I have no control. *** ***Jazz Hardwood Floors Inc

Our response is as follows:  The customer's complaint is inaccurate. The company did not display poor workmanship, although there was a minor quality issue. The initial attempt to rectify it met with limited success (we always try the least invasive method of repair first). The customer was...

not interested in getting the problem fixed . An offer of $25.00 as appeasement was made to the customer. The customer accepted. That offer still stands. It is unfortunate the the customer doesn't understand that not everything is on her timetable. It is also unfortunate that her actions are technically extortion (her email communications can be provided, if requested). [redacted], Jazz Hardwood Floors, Inc.

We apologize for not responding sooner, we have been out of town with the birth of a new grandchild.
In response to Jazz Floor's response to our complaint:
-several areas about a foot in diameter on the floor were not coated with polyurethane along with the paw prints from our cat, he graciously said at that time not to worry he would willingly fix the paw prints and coat the missed areas
-several small but noticeable areas were not stained, we asked him to restrain the given areas
-several boards lifted, he did come back to fix one but a slight lift remains and needs to be sanded, restained and polyurethaned 
-two appointments were set up with [redacted] but he did not show up or call to explain why he missed the appointments
-we called [redacted] numerous times without a reply and due to frustration my husband kept calling hoping he would finally get sick of us calling and answer, even our contractor called him and a promise was made to call us, but no call was received.
-we were worried about the spaces between the boards, however, this problem has been resolved and I did share this information with John
[redacted] stated he was willing to come and resolve the problem, but we have not heard from him.
 [redacted], we sincerely appreciate your help in this matter and your timely responses. We have lived in our house for 32 years and have never encountered a problem like this previous to this experience.
With sincere gratitude,  [redacted] and [redacted]

Our response is as follows:  The customer's complaint is inaccurate. The company did not display poor workmanship, although there was a minor quality issue. The initial attempt to rectify it met with limited success (we always try the least invasive method of repair first). The customer...

was not interested in getting the problem fixed . An offer of $25.00 as appeasement was made to the customer. The customer accepted. That offer still stands. It is unfortunate the the customer doesn't understand that not everything is on her timetable. It is also unfortunate that her actions are technically extortion (her email communications can be provided, if requested). [redacted], Jazz Hardwood Floors, Inc.

I apologize for missing an appointment for the work on their floors. I forgot they were on the schedule and was concentrating on the 2 jobs that had to be finished by the end of August. There were some circumstances that help explain how this happened.Our work schedule has been overloaded since...

mid-August. One of my employees has now been off for 6 weeks, due to illness. He accounts for 20% of the workforce. With him off, my other employees were averaging about 54 hours per week during the last part of August. I was putting in close to 70. We were already working on 2 large jobs that both became a rush to complete because the homeowners decided to move up the completion date by several weeks. One of the jobs was in [redacted]. While working there we had no cell phone service. I was not receiving phone calls; they all went to voice mail. Without cell service I was not receiving emails, either. I made the decision to make the existing jobs a priority over returning phone calls or emails during work hours. The hours put in on the jobsite did not allow the extra time for phone calls and emails. Returning calls and emails are still running about a week behind. Our normal business hours are 8:00-5:00 Monday thru Friday. My days are normally a lot longer. We do not work weekends. By the time I got around to checking email and voicemail, I had already received several emails from the Nalbone’s. I believe the last was stating that they had found someone else for the work. I may be mistaken on that since I did not save any correspondence from them after reading it. According to the complaint, they are still looking to have the work done. If that is the case, I would make it a priority to accommodate them. I’m not sure I could have handled this differently, given the hours required on the other job sites, the resulting fatigue that left me with little time and energy to do anything after working long days and the lack of a method to communicate during the day. Again, I do apologize for all of the inconvenience that this caused.

I spoke with [redacted] who stated work is scheduled to start the week of 11/17/14.