JFI Inc

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*** *** *** ** ***: Eddie the owner of JFI had called my husband after he heard from your office and he promised he would mail us a signed
statement that if problems showed up in our septic or sewer from his employee pouring dirty grout water down my kitchen sink that his company would be responsible and pay for the repair, we have never received such an item and at this point I do not trust this person, I AM ASKING THAT MY COMPLAINT REMAIN UN-RESOLVED AND THAT IT REMAINS FOREVER ON HIS RATINGS, AS YOU CAN READ BY THE COMPLAINT HIS EMPLOYEE WAS A NIGHTMARE IN OUR HOME WITH NO RESPECT, SO AS STATED ABOVE THIS IS UN-RESOLVED AND NEEDS TO REMAIN A COMPLAINT AND AGAINST HIS COMPANY JFI INTERIORS *** *** *** *** *** Thank You *** ***
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Dear Mrs. [redacted], I would like to thank you for your feedback and I understand your concerns. However, rest assured that we are a top-notch company that sends only the best installers to make your dreams a reality. We perform thousands of installations every year and we have been in business for 20 years. We have made multiple attempts to address your concerns after your Revdex.com complaint, and offered to come to your home for the plumbing inspection that you ordered to make sure that grout was not dumped down your drain. I hope that your mind has been put at ease regarding any allegations that the installer dumped dirty water down your sink when he was actually just filling up a bucket with water. I regret that you have declined the opportunity for our President to be present at your home during the inspection and also when he offered to come take care of any issues that you might have had following your Revdex.com complaint. Thankfully, you were able to speak to a representative from the retailer where you purchased your flooring from and they were able to listen to your concerns about our company sending someone to your home that in your words “speaks Mexican”. I hope that in the future you might look at the work that is done in your home, rather than the person who does it, and make a fair judgment as your husband did when he said during our follow-up call immediately following the installation, “he did a beautiful job, it was very difficult work and is virtually flaw[redacted]s! The installer was very quiet, conducted himself in a positive way.” He also said “at the end of the install they did the walk-thru, it looked great and you have a valuable installer with outstanding craftsmanship.” During the scheduling process, Mr. [redacted] made it very clear that he expected us to only send the best since he did not want to have someone that would rush through the installation and not do a good job. We did just that, as the installer that did your installation is the most sought-after and requested tile specialist that has performed installations for our customers for the past 14 years. I can honestly say that your complaints against him are the first in our 14 years of installs that he has done for our company. Of course, there are instances where he does have to return to make minor installation adjustments and that is always done without hesitation as we always strive for 100% customer satisfaction. Your installation was scheduled to begin on 9/7/17. I called and spoke with Mr. [redacted] on 9/6/17 at 1:06 (phone records can be provided) to notify him that due to an unforeseen delay on your installer’s current install, he would need another day to finish his current job and we would need to start a day later, on 9/8/17. The install that was currently in progress had to be leveled and it was not something that could have been planned for since existing floorcoverings and furniture prevented us from seeing it during an estimate and planning for it when scheduling. As a courtesy to all customers we make sure to do the job right, from start to finish and we don’t leave a job unfinished in order to make it on time to the next job. If a job needs leveled (which takes additional time to dry), we would not pull the installer off of it to make it on time to your job. Unfortunately, we did not have any other install teams available to start your install either and I had promised Mr. [redacted] that we would send our best so I appreciated his understanding when we called to inform him of the need to reschedule. Communication is key and we try our best to accommodate customers when this happens, as we did when we gave Mr. [redacted] the option to push the schedule back by one day which would take the install into Saturday or to move it a couple days later from 9/12/17-9/14/17. Mr. [redacted] declined rescheduling for 9/12/17-9/14/17 and requested that it be done immediately. Our installer graciously agreed to work on Saturday even though the reschedule was due to circumstances beyond anyone’s control, giving up his family time, to prevent any further inconvenience to you. I apologize for any inconvenience this may have caused and I hope you understand that we always strive to do a quality, professional installation even though it may not be done as quickly as you expect. JFI strives for quality on every install and in order to guarantee that, we provide the best installers from all around Colorado, as was in your case. Your installation was scheduled with a 2-hour arrival window, between 8:30-10:30. I am pleased that your installer was able to make it within the scheduled arrival window since he arrived at 10:12 a.m., especially considering the fact that he had to drop his children off at school and drive 61 miles one way from Aurora (every day of the install) to Greeley. The installers are also trained to discuss the installation with you and address any questions or concerns before getting started, and doing that, as well as setting up tools and other equipment does take time so I apologize that he did not start until 11:00 on the first day. The installer does stop working when getting to an appropriate stopping point in the installation area since it can sometimes be an inconvenience to the customer to complete just partial work in a room, rather than completing the room. Based on your request that he leave by a certain time each day, the installer chose to not continue working on that room that he would not be able to finish by the time he had to be out of your home. I am sorry that you felt the installer was speaking too loudly in Spanish outside. However, we ask our installers to call in to our office regularly to provide job progress updates so that we can update our internal notes. The installer was following our required procedure and was not making personal calls (phone records can be provided) but calling in to our office. Our office is closed on Saturdays so he did have to call me personally to provide his job updates and to provide other job progress information. We do this so that management can address any job delays, customer concerns or answer any other questions for our customers during the installation, above any communications that the installer has already had directly with the customer. As far as your concerns about him speaking Spanish too loudly in your back yard, he was trying to be considerate by not speaking Spanish in your home and he was in your back yard since that is where you instructed him to set up his tile saw to cut. The installer did have a previously scheduled commitment but since the install did have to be pushed back a day, the installer did have to leave on Saturday at 1:00 without having the job completed. I apologize that he did have to take his son to his little-league football game on a Saturday afternoon since you did give him permission to wrap up the installation on Monday. On Monday he returned and did offer to stay late to avoid any further inconvenience to you. He would have finished around 8:00 p.m. while ensuring that all required dry times were met as he does care more about getting the job done right, even if it means working late or driving another 61 mi[redacted] each way to return another day. I apologize that you misunderstood that it was going to be a 2 ½ day install since we did schedule 3 days for the install with Mr. [redacted]. I hope that you can appreciate that the installer took his time on your project to provide the “virtually flawless” installation as Mr. [redacted] mentioned in his follow-up call with our office. Throughout the install the installer was dumping his bucket where you specified outside and this was confirmed by Mr. [redacted]. With any tile install, the installer does have to use your water and must dump dirty water outside somewhere. I apologize that the installer filled up a bucket with water out of your sink without asking and that he moved the few dishes to the counter to make room to access the water. He is a trained professional and would never pour anything out in a sink. He mentioned that neither of you were present until you heard the water being ran when you came upstairs to see what water was being used. Mr. [redacted] stated during the follow-up call after the installation that you spoke “sharp” to the installer and that the installer did reciprocate the tone he was addressed in since he was only accessing water, but Mr. [redacted] did not mention anything about the installer waving his arms around and screaming. I apologize if you felt any disrespect from the installer responding to your reaction for his filling up his water bucket. We have addressed this with the installer and have requested that he practice showing everyone the highest level of professionalism no matter what the situation is. Mr. [redacted] mentioned in his follow-up call after the installation, “The installer was very quiet, conducted himself in a positive way”. I apologize if you mistook his quietness while trying to work efficiently and respectfully in your home as “being rude the entire time he was in your home”. The installer did show the utmost respect for your home when he was instructed by Mr. [redacted] to set up his tile saw outside on the back porch and the installer recommended that it actually be set up instead on the grass. The installer even went as far as covering your concrete porch so that it would not get dirty. I do want to thank you and Mr. [redacted] for offering the installer a bottle of water every day. As you are aware, he declined because he brought his own water to drink. This is why I find it odd that you think that he reached into the back of your cabinet to get a glass out of your cupboard as you made sure to offer to accommodate him enough so that he would not have the need to drink out of one of your cups. We were pleased to hear during our follow-up call on 9/13/17 with Mr. [redacted] that “he did a beautiful job, it was very difficult work and is virtually flawless! The installer was very quiet, conducted himself in a positive way.” He said “at the end of the install they did the walk-thru, it looked great and you have a valuable installer with outstanding craftsmanship.” Mr. [redacted] mentioned that the installer did fill up his bucket with clean water in the sink and there was the “sharp” confrontation that fol[redacted]d but that there was no need to return for anything and he did not request any type of additional follow-up call from JFI management. We were not aware of any need to call you until your feedback was provided with the Revdex.com. I am sorry that Mr. [redacted] was not aware of and did not communicate any of the information that you later provided to the Revdex.com. We also later received a letter that you provided to the third-party retailer that you purchased your flooring installation through. I apologize there was no communication from you or the retailer regarding your wishes to be contacted by our owner regarding issues that you saw during the install that were completely different from what was reported by Mr. [redacted]. You mentioned that you “told both companies the problems you had and were told the owner would be contacting you”. However, the only correspondence with JFI prior to your complaint was the rave review provided by your husband, Mr. [redacted]. As far as the grout being lighter in places, we are just an installation company and we have no control over the products that you purchase. If you are unhappy due to any material issues I encourage you to contact the company that you purchased the materials from and speak to a flooring specialist since a cashier or other employee that does not work with flooring may not be educated on professional installation processes and requirements. Upon receiving your complaint about the grout (only through this Revdex.com complaint but never even mentioned during the follow-up call with Mr. [redacted] or any time after with our office), we did offer to Mr. [redacted] on 9/26/17 to come take a look to see what could be done regarding the grout color and he said that there was no longer a discoloration and that there was no need to come. With respect to your request for $500 for future plumbing and septic problems, I do have to decline since we do not pay for claims that “could happen” as you stated. I apologize if you are under the understanding that you could have future plumbing and septic problems from filling up a bucket with water. Your plumbing inspection on 10/24/17 that you would not allow our owner to be present for also indicates that the installer simply filled up a bucket with water as he stated to you during the install and that there is no grout water that was washed down your sink. JFI received your initial Revdex.com complaint on Friday, 9/22/17 at 10:15 p.m. and the owner contacted Mr. [redacted] on Monday, 9/26/17 to address any concerns. Mr. [redacted] again gave our installer praise and commended him on his craftsmanship and said “everything was flawless”. The owner of JFI asked Mr. [redacted] for more information regarding the complaint and offered to go take a look at it and Mr. [redacted] declined the offer since the grout appeared to look fine. JFI then received another complaint from you on 9/27/17. The owner of JFI again spoke to Mr. [redacted] and he said everything was fine. JFI has gone above and beyond reaching out to you at every opportunity to address your concerns. We hope over time you will be in agreement with your husband and will be able to appreciate the “beautiful job”.

Complaint: [redacted]
I am rejecting this response because:
Regards, Revdex.com   [redacted], Vice President Dispute Resolution and Operations RE: ID[redacted]   In response to JFI’s claim we were asking for $500.00 for an allegation was in regard to the installer dumping his grout water down our drain and we would be holding JFI responsible for any cost involved in cleaning or repair to our drain system.  As I stated in our response October 26, 2017; we had and inspection done to our sewer system and thankfully no damage was found. We are not asking for an arbitrary $500.00.  Fortunately it appears there is no damage.   There are some variations in the color of the grout. In some areas it is lighter than the rest. To correct this problem would require scrape out the grout and redo it. JFI said they could re-dye it which I do not believe would be a good solution at all. With these alternatives in mind I am willing to accept the slight variations rather going through the mess to correct it.   The installer did appear to know his job well and have the skills to do a good job but his personality and the other before mentioned situations as in rummaging through the cupboards looking for a glass, short hours dragging the job out an extra day, personal phone calls contributing to dragging the job out an extra day, getting water and dumping water at the kitchen sink were not acceptable. Some of the accusations towards us made by JFI’s office, apparently in an attempt to justify their short comings are very offensive.   Based on the above I would not recommend this company to anyone.   
[redacted] And [redacted]

I understand your concerns and unfortunately we cannot pay $500 for an allegation. We reached out in every way possible to assure you that we were able to take care of any issues. We do take our integrity and values seriously. We are members of the Revdex.com as we fully believe in the honesty and integrity of every individual and business.  We have provided a factual representation of all correspondence and events as we do fully document everything to ensure the highest customer service possible.