Kay Builders, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is the same ridiculous, insulting response they had over a year ago. They are just ignoring the problem. They have no ethics.
Regards,
[redacted]

[redacted]
[redacted] Kay Builders response stands the same as before.  This was sent in by [redacted] Although we do sympathize with your situation,...

we are sure you have by now been informed that the sound attenuation rate provided by block walls with drywall exceeds code requirements. We have chosen block walls, although more expensive than other type of party walls, because it provides greater structural support and much greater levels of fire protection while providing good sound protection.  We have also chosen block walls because other party wall systems must be precisely installed according to manufacturer specification to reach their stated levels of sound attenuation.  We have found that a proper installation of these materials is almost impossible to achieve in the field while block installation is very straightforward yielding less installation error.  Therefore I stand by all marketing claims we have made and continue to make. There are many factors that impact sound transmission and acoustics is a very subjective art.  Depending on the configuration of your unit, versus neighboring units, sound transmission may be greater in one multi family unit than another multi family unit.  Each unit has different acoustics and how they are configured with other neighboring units causes variance in the amount of sound you might hear.  It also depends on ones sensitivity to noise and the time and level of noise output from neighbors.  We have also found that talking to neighbors asking them to reduce noise output later in the evening works well and people usually understand this part of multi family living. Fitting certain parts of your new home with a customized sound mitigation system recommended by a sound specialist could potentially help reduce the problems you have explained to me.  In addition to thickening the wall or adding acoustical tile in certain areas there are other tips that can help.  We are sorry for the problem you are having, but we hope you have found some ways to improve your living situation.  Just keep in mind that sound transmission, sound attenuation and acoustics are a very subjective art and no one can claim to eliminate noise.  Unfortunately there may be some trial and error involved as you seek a solution.  Please let me know if you have any questions. Regards,  [redacted]  Amanda S[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

The Customer did not contact Kay Builders to try and resolve before registering this complaint.Kay Builders is sorry to hear about the customer’s displeasure concerning landscape rock installed at the property of the new home under construction adjacent to the customer’s property.Topography of the...

land dictated the necessity to install landscape rock, for grading purposes, to facilitate positive drainage for both properties.Approved plot plans indicate there is not an easement between the properties.  There is however a drainage easement at the rear of the properties.The landscape rock put in does not require special zoning permits, and can be installed directly on the property line.  However, Kay Builders set the rock back off the property line between 10-12 inches.Township regulations for fencing does require a one foot set-back.Our measurements indicate that the customers fence in not in compliance with the regulation.To compromise, Kay Builders has offered to install weed block fabric covered with river rock stone between the customer’s fence and the landscape rock at the adjacent property.   By doing so, will eliminate maintenance concerns regarding lawn mowing in that area.Even if the landscape rock was not put in, the customer would have had to walk their lawn mower on the adjacent property, in order to reach the back yard, because the fence encroaches the property line. The customer has not consented to go ahead with the compromise.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you...

may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When they examined the pump, they admitted that what they had installed, was NOT a Booster pump. For the past two years, we have pointed that out, repeatedly, and the only answer we got from Ms. K[redacted] was: "Well, thats just the way it is." I think an apology from Kay Builders would be appropriate as well. Thank you 
Regards,
[redacted]

RE:     
12pt;">Complaint Case #: [redacted]    
            Consumer:
[redacted]
 
 
I am writing in reply to your inquiry dated September
2, 2015 concerning the above homeowner.  We
attempt to satisfy all homeowners and remain ready, willing and able to repair
any legitimate warranty item at the [redacted]’ residence.   In this particular case, the issues which are
the subject of the homeowners’ complaint do not exceed warranty standards. I
have reviewed [redacted]’s complaint and Kay Builders is of the opinion that
all warranty and repair obligations have been met.
 
In connection with the purchase of the home, the
[redacted] received a 10-year Limited Warranty Agreement issued by Quality Builders
Warranty Corporation.  If the [redacted] believe
that there are items subject to the warranty, which have not been corrected,
they can contact Quality Builders Warranty Corporation. The warranty provided
has a very specific Complaint Resolution Mechanism, which the [redacted] agreed to
utilize.  Therefore, I do not know why
your department is involved in this matter since the [redacted] have recourse under
the Dispute Resolution Provisions contained in the Limited Warranty
Agreement. 
 
Very Truly Yours,
 
Amanda S[redacted]
Kay Builders

This has been completed.    Please see emails below.
Thanks [redacted].
Verdana, sans-serif;">On 2015-06-19 12:35, [redacted]
wrote:
John
also, if you want to tell Amanda or whoever takes care of this to respond to
the Revdex.com that it was taking care of.  I will also respond saying it was
taking care of to my satisfaction
[redacted]
Sent from my [redacted]
On Jun 19, 2015, at 12:18, John T[redacted] <[redacted]@kaybuilders.com> wrote:
 
[redacted],
I am off on Wednesday and Thursday, but I just spoke with Dave.  The
reason for the clumped dirt is the rain we have gotten this week.  Until
it dries out, there is no way to rake it out without clumps.
Now apparently someone removed the cover from the
property which now makes it likely that the topsoil and seed will be washed
away in the next rain.
Dave is trying to make good on his word, but cannot if
someone is working against him.
From: [redacted] [mailto:[redacted].com] 
Sent:
Thursday, June 18, 2015 10:44 AMTo:
John T[redacted]; Amanda S[redacted]; Dave FSubject:
Re: Final grading for your lot.
Well
John I won't be retracting anything from the Revdex.com.  I'll be adding to it.
 Tell Dave to go look at the job they did. I pulled up all the hay netting
to look under it and it looks like they came through with a rotor tiller and
chopped up everything.  All they did was dump clumps of dirt raked it
barely and left it all clumps and holes and bumps.  Would you except that
kind of work at your house
Tell
Dave to look at it and call me
[redacted]
Sent from my [redacted]
On Jun 15, 2015, at 17:43, John T[redacted] <[redacted]@kaybuilders.com> wrote:
Hi
[redacted],
I
was just informed that you have filed complaints against kay Builders?  I
am a bit confused, we had a fairly long conversation at the end of last week. 
Dave mentioned that he was already aware of your concerns and was expecting to
have the work completed sometime this week.  You stated that you were
happy to hear that is was on the agenda and said that you were fine with this
timetable, as long as you are not just being given lip service.  You said
you just wanted to be sure that Dave was going to live up to his word. 
Here it is only Monday afternoon and I am being told that you are filing a
complaint. 
The
grading issue along the side of your home and your neighbors is high on Dave’s
priority list.  He had someone there for a short bit today and began at
your neighbor’s house with the expectation that the remainder of the work would
be complete by the end of this week, as promised.  What I ask is that we
give Dave the opportunity to complete the work as promised.  Our
expectation is that this will be completed by Friday.
Best regards,
John
 
John * T[redacted]
Community Sales Manager
[redacted]
www.kaybuilders.com
###-###-####
Best Regards,
John

This company is building behind my house. They promised a bunch of things in a township meeting. Such as fixing and replacing a fence they needed to move before construction.
The fence was never replaced it's been over 3 weeks and they lied when approached about it.
I emailed them about the issue referencing the township meetings and how they promised to fix it.
They emailed back and said they called my landlord and explained there wasn't enough materials to fix the fence and that it will not be repaired because it was encroaching on the property line. He was very understanding.
I talked to my landlord. We're actually really good friends. They never called him. He didn't agree to anything. He is just as upset a me.
They blatantly lie to get what they want, and they s[redacted] over the common man to save money and time.

Review: We have purchase a new construction home and moved in in August of 2012. When we purchased the home, we inquired about how to improve the water pressure. We were told that they could install a High Pressure Booster Water pump, which would improve the pressure. We were charged an additional $1990 for that pump. However, every time that pump is turned on, it leaks and floods the basement. We were referred to the manufacturer. When we called, they asked us to read of the pressure, on the pressure gauge. Well, Kay builders never installed that pressure gauge. So we had to call a plumber. Turns out, the pump is only certified up to 45 PSI, but the the water pressure in the house is more than 80PSI. That pump is useless. I have contacted Kay builders several times, and they refuse to address the problem.Desired Settlement: I would like Kay builders to replace the pump with a pump which can handle the water pressure. Since I have paid way more than they should have charged us for the pump, they should do that at no extra charge. If they are unable to replace the pump, then I expect a full refund for the pump, and I would like for them to remove the old pump and repipe it.

Thank you

Business

Response:

Kay Builders examined the booster pump and determined that the one installed was not sufficient to obtain the pressure homeowner desires. Kay Builders will change out pump.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When they examined the pump, they admitted that what they had installed, was NOT a Booster pump. For the past two years, we have pointed that out, repeatedly, and the only answer we got from Ms. K[redacted] was: "Well, thats just the way it is." I think an apology from Kay Builders would be appropriate as well. Thank you

Regards,

Review: I purchased a brand new town home, it was delivered more than 6 months later than original contract date, and the firewall is concrete block with drywall glued to either side. I am able to hear normal conversation through the walls. I am able to hear my neighbors sneeze, blow their nose, take a shower, urinate, and even more personal noises. This is unacceptable. The builder has written me a letter basically stating they will do nothing, this is part of living in a town home that you sometimes hear your neighbors and I could talk to my neighbors about "reducing their noise output". This is a simple privacy issue. I have lived in other townhomes and never heard more than a thud or bump coming from next door. Never could I understand what my neighbors were doing and recite conversations they have.Desired Settlement: I would like the builder to fix the noise issue by whatever means necessary - an additional wall with insulation or some other means of sound attenuation, not sure what other options are available. Or buy me out of this home. Put me in a properly soundproof town home, put me in a single, or buy me outright and I will leave the development.

Business

Response:

Although I do sympathize with her situation, the sound attenuation rate provided by block walls with drywall exceeds code requirements. We have chosen block walls, although more expensive than other type of party walls, because it provides greater structural support and much greater levels of fire protection while providing good sound protection. We have also chosen block walls because other party wall systems must be precisely installed according to manufacturer specification to reach their stated levels of sound attenuation. We have found that a proper installation of these materials is almost impossible to achieve in the field while block installation is very straightforward yielding less installation error. Therefore I stand by all marketing claims we have made and continue to make.

Review: We moved into our home on November 30, 2012. Per our contract, we would have a 1 year walk through around November 30, 2013 and any/all issues would be addressed and fixed per Kay Builders home purchase contract with us. After multiple phone calls and emails, Kay Builders finally returned our calls and set up a walk through time in December. Our major issue were nail pops and cracks on every wall throughout the house. The Kay rep that was sent out could not fix these issues because there were so many (over 300 nail pops and cracks in every corner and every edge around the ceiling). Kay told us they would contact the drywallers and have them set up a time. Our first drywall appointment was January 6th. The drywaller (who is a subcontractor through Kay Builders) fixed a lot, but not all of the nail pops and most of the cracks. However, he was so taken aback by the sheer number and severity of the issues that he pulled the job site foreman over to take a look. The drywalled did all he could for the day and then left. Since then, we have put in 6 phone calls to Kay Builders to have the drywaller come back out to finish fixing the nail pops and to repair the nail pops that have come back out since his visit in January. I have been instructed each time I've called from [redacted] (Kay Customer Service Rep) that she has 'put in calls to the drywaller'. However, we're not receiving a call to set up a time. After numerous messages and now almost 3 additional months of waiting, my husband and I are very frustrated. After the nail pops are fixed the painters still need to come out to repaint. We have been living with nail pops, painters tape marking new spots, and spackle spots that have gone unattended now for months.Desired Settlement: We would like for Kay Builder's to honor the contract they entered into with us. We are not the only homeowners in our development to have issues like this. We paid $242,000 for a town home with the impression (from the contract) that Kay would fix all of the issues that arose from their poor home building skills. Again, the drywaller confirmed this was the worst home he had ever seen, which is why he brought the job site foreman over. We need these issues fixed or we will seek out legal action.

Business

Response:

The homeowner did contact us several times, and each time the drywaller was contacted. On 4/21/14, the drywall left a message to schedule a re-visit. As soon as the repairs are complete, the painter will be schedule.

Review: Built the house and seeded yard in November . In November they Said they would come back to reseed yard in April because since it was November the seed would not take. Was told by sales rep and customer service rep. Also Foreman agreed in July they would reseed .Desired Settlement: Get what I paid for nothing less and nothing more

Review: I am complaining about unfair and unprofessional treatment I got from a representative of Kay Builders.

On June 30th, 2013 when I signed a contract to buy [redacted] at [redacted] under their representative Paul D[redacted], I was told to close mortgage with [redacted]. Paul assured me and my real estate agent that if we find better (cheaper) mortgage rate elsewhere it would not be an issue and there won’t be any penalty. He asked me to come and talk to him if I find a better rate elsewhere. We trusted his verbal assurance as he was representing Kay Builders. We also asked Paul to change (as part of options) everything in the new home to gas. I was lucky to find out that they did not changed my water heater to gas on time before it actually went in. When I confronted Paul, his response was that he is human and can make mistake. I mean you are representing Kay Builders and getting paid for it. How can you make such mistake? What if I had found out about it after moving in? But I disregarded it.

But, when I discovered better mortgage rate from a different lender, I spoke to Paul as the difference was significant compared to [redacted], he bluntly denied giving me $2K incentive. I was hoping he would stay true to his words.

I brought this issue up to Mr. Jeff C[redacted] (Paul's Manager) and asked him to look into the matter. My agent and I repeatedly kept asking them about the assessment of the matter but they (Paul and Jeff) kept stalling the decision for 3 weeks until when we are very close to settlement now. I am really disappointed about their untimely response. The incentive was still denied.

Now, the contract stats in paragraph 3-g and I quote ‘Should Buyer not secure mortgage financing from [redacted], the agreed upon incentive May be reduced by Two Thousand Dollars ($2000.00)’. I am securing mortgage through different lender because its helping me save money and since the contract says may be, I do not understand the reason on denying me the incentive.

I am bringing this issue as my conscious is clean and I believe I should get $2K incentive that I was promised.Desired Settlement: Either give me the incentive I am entitled for (based on verbal commitment) or add options worth same amount to the home.

Business

Response:

Kay Builders offers an of $2,000 at the time of contract to induce a customer to use a preferred lender, [redacted] Mortgage. This is disclosed at the time of the contract signing to [redacted] and his Realtor. This was disclosed in in paragraph 3 (g) of the contract. The paragraph does in fact state the value of any builder incentive may be reduced by $2,000 if someone chooses to use a lender other than our preferred lender. This language was in the contract that [redacted] signed and is in every Kay Builders Contract. The work "May" was used because if there is no builders incentive at the time of purchase, then there would be no incentive to reduce. There are times that a Sales Agent would recommend that the customer should talk to them prior to committing to any lender to help them evaluate any proposed financing considering the preferred lender incentive and to help them make an informed decision. There are several reasons why we have a preferred lender not least of which is the lenders ability to close the loan on time. There is a high percentage of delays at the time of settlement when a customer uses a mortgage company other than our preferred lender. These delays usually end up costing the customer money in storage, temporary housing, and lock in fees. There are many last minute details that can cause a delay, most of which come from the lending side. We incentivize our buyers to use our preferred lender because of their ability to pull the mortgage together on time. [redacted] did use an outside lender and there was a delay caused by his lender which delayed the settlement for over a week, Kay Builders did not charge [redacted] any interest for the delay (our contract provides Kay with the right to charge a buyer interest when settlement is delayed due to delays caused by the buyer or buyers representatives). All of the options that [redacted] ordered were installed at the time of his settlement, there are times when something can be missed like the gas options, however Kay is obligated to install the options per the signed contract and change orders. There was a delay in responding to [redacted] after his initial request to change the terms of the contract. When a request like that comes to us, there needs to be some dialogue between several parties to understand all of the aspects of the request. We did discuss this with [redacted] as well as his Real Estate agent who represented [redacted] in the transaction. This does take sometime and there was no intention to delay, [redacted] had indicated he was locked in with his lender a quicker answer would not have changed anything.

Business

Response:

[redacted] - Complaint #[redacted]

Review: We settled the purchase of our home from Kay Builders July 2012 and are now completing year end repairs. We have repeatedly contacted customer service by phone and email and received no response. This is the typical behavior of the representative and the owner of the company has not responded to two letters which were hand delivered to his office. At this time we are awaiting a date for the completion of the repair of our sunken driveway which represents a definite hazard. The homeowner has had recent back surgery and prior to surgery fell in this area due to their negligence. We are also anticipating their answer to our complaint of overcharging for a Trex deck and the issue of the deck spotting.Desired Settlement: We expect to have our deck replaced with current materials which will not have the same spotting issue. We also expect to have the driveway repair completed within two weeks.

Business

Response:

During the [redacted]?s first year of occupancy, they had requested service fourteen times. To date all of those repairs have been completed; with the exception of the driveway and deck.

Review: We closed on our house in October of 2013. According to the contract , all of the outstanding issues with the house such as sanding/painting the walls, fixing doors that do not shut properly, crack in the granite countertop et cetera et cetera, were supposed to be fixed within 60 days of closing. To date, 6 months after closing, the walls have not been fixed. I was promised a guarantee on the granite that should the crack worsen they would replace it, free of charge. I have not received that in writing as of yet. I was overcharged for a window and phone jacks but never refunded the money. Windows were misplaced on the house, two extra windows in the bedroom when they should have been in the living room. (They say there is nothing they can do about that. )We paid for my wife's office to have a dedicated circuit breaker and after assuring me that it would be installed properly, they installed it in the basement!!!! They have yet to come back to me on this issue. My backyard floods because of the way they've graded the yards on either side of me. (I havent complained about the flooding because I can't get them to return my calls on the other issues. The only time I get a response is when I yell and scream like a lunatic. That's not the person I am.Desired Settlement: I have a letter which I will have notarized tomorrow. It will be sent to Kay Builders, Revdex.com, [redacted] Township and [redacted] Builders Association It details everything that is wrong with this property. I want all my issues addressed, and I don't want to wait until one year after closing because timelines do not matter with this builder. They never meet deadlines, at least as far as I can see.

Business

Response:

First let us start off by saying that Kay Builders has address all issue brought to their attention and that the issues mentioned were not included in the 60 day Per-settlement Walk-Through List, but where items submitted after that list was completed, such as the drywall and door issues. During the first year of the house being built, drywall cracks are common and to be expected. As a standard practice, we address those issues as part of their Year-end Request for Service because the house needs to go through the natural settlement process. In an effort to accommodate the buyers, we make a conscious effort to make those repair now rather than later. A work order has been sent to the painter and he has assured me that he will contact them this week to schedule.

Review: Kay builder's sales staff lied about my property being flat, and the property grading plans were not adheared to. My "punch list" of items wrong with my property and residence that was filed out before I closed on my home in July 2012 has still to date not been completed. My driveway was damaged before I moved in and they refused to fix the problem. The HOA fee was also promsied not to start for approx. 10 years from 2012, and not until construction on [redacted] was completed. Despite this, Kay builders has started the HOA fees in February 2014. The sales staff and managment of Kay Builders rarely responds to calls, voicemails, and emails, and refuses to offer any kind of customer sevice to its residences, and customers.Desired Settlement: I would like compensation for my property that was not leveled as promissed or written up on plans. I would also like my driveway replaced that was damaged before I closed on my residence.

Business

Response:

I am responding to the complaint submitted to your office by **. [redacted]. **. [redacted]?s complaint contains several issues. I will address each of these in this response.

Review: Builder failed to fix the water infiltration issue to my basement. The issue has been ongoing since I bought the brand-new house from the builder 3 years ago. Company attempted to fix the issue twice, but failed. When I follow-up, company's customer service keeps saying they will fix the issue, but keeps delaying it and saying they're busy.Desired Settlement: Repair the problem, and provide guarantee that it will not re-occur.

Business

Response:

From: [redacted] [mailto[redacted]]

Sent: Friday, May 31, 2013 5:30 PM

To: [redacted]

Subject: [redacted] complaint #[redacted]

Review: I have a sprinkler head that is recessed into the wall in my laundry closet.Desired Settlement: Have the recessed sprinkler head to sit at the proper position.

Consumer

Response:

Problem

Review: I purchased my home in early 2013 and within a month I had water leaking into my basement via a crack that is visible on both the inside and outside of the house. At that time Kay Builders contracted [redacted] to make the repair. Since that time there have been 7 attempts to repair the leak. After the last heavy rain I actually had water come out of a pin hole less than 2 inches from the original leak. During each request for repair Kay Builders has been very slow to respond if at all. I have had to have multiple follow up phone calls just to continue to push my issue. I have felt that this is done in an attempt to make me give up as I have become so frustrated with even trying to get a response on an issue. Now at this time with the leak having moved it is clear that the water is in the wall and will continue to work its way into the basement. During my last phone conversation I was told that water may be pooling at the front of the house and they will try to raise it up to make the water go away. However this doesn't solve the issue of water having the ability to penetrate my basement after a heavy rain or from pooling in my neighbors yard just inches from my home. I truly feel like they are doing the minimal amount of work just to stop me from complaining or string me along until the end of my warranty.Desired Settlement: I expect them to repair the crack from the exterior of the foundation. There has been numerous repairs made to the inside of my home with a lot of my time invested in staying home and waiting for the repair man / work.

Business

Response:

We have made several attempts to correct the issue of water penetrating the front elevation [redacted] wall and [redacted] has been extremely patient in allowing us to make those attempts. On October 24th we returned to add soil to the front elevation in the area where the leak is occurring. It is our belief that the ground in that area was low causing water to pool and seep down between the ground and the foundation. By raising the soil in that area, we believe it will stop the water from pooling and allow it to flow away from the foundation, thus not allowing water to penetrate the [redacted] wall. [redacted] has been asked to check the area during the next rainfall and to notify us if water did or did not penetrate the foundation. We have told [redacted] that if our latest attempt does not remedy the situation that we will return, even after his official warranty has expired, to ensure that it is corrected.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: We settled on our house we bought from Kay Builders on 11/30/2012. Since then, there have been many problems. We were instructed to contact [redacted] with any issues. However, [redacted] is slow to respond and sometimes does not respond at all. We currently have an issue with our gutters in the rear of the house. They were not installed properly and water is pouring between the gutter and the house (potentially leaking into the attic area) and creating a massive puddle right outside of our basement, leading to potential issues. We noticed this issue with the excessive rain we have had over the last few days. I emailed [redacted] last week saying this was an issue we needed to have corrected as soon as possible since it poses potential future issues or potential damage to our property. I received no response. I sent a second email asking if she had been in receipt of the first email and received no response to that as well. This is not our first issue with [redacted], and have heard the same complaints from other homeowners in our development. I need to have this issue corrected right away as my home is in danger of being damaged because of this. (this isn't the first time our home has sustained damage due to Kay Builder's negligance. We also had a leak in our shower, from improper installation of the tile surround, which lead to a buildup of water in our ceiling which then poured through into our dining room - when Kay finally came to look at the problem, after the plumbers had been there, they told us that this was a 'known issue' with our model and I should've called them before the plumber, which I did, but the plumber responded first).Desired Settlement: I want the appropriate repairs made to my home in a timely fashion to avoid any potential damage. I'd also like for their customer service person to do their job and respond to my requests.

Business

Response:

On Wednesday, 6/19/2013, Kay Builders scheduled their Service Tech to examine the gutter/downspout on the rear elevation of the house of

[redacted] and [redacted]. [redacted] reported that water was overflowing the gutter and running down over the siding.

Review: We purchased a new town home May 2011 from Kaybuilders. We were able to choose many of the finishes. We asked for winter milk color carpet which we did not get. They just say that the carpet is from a new lot but clearly it is different. We also paid an upgrade of 4490.00 for hardwood floor on first level. We ask for dark walnut and got a light walnut. I have all my emails saved from the sales associate and I and the customer service representative and I. We had a meeting at our house with the hard wood floor installer and the customer service representative. Their excuse is that they are to only put 1 coat on the floor, which makes no sense because when you want a dark color, multiple layers are required. They promised us, based on the samples in the sales office and in our contract, 2 very distinct samples that we clearly we did not get. The customer service representative has been giving me the run around for almost 2 yrs now, saying things like "give me a couple of weeks to see what I can do" but she never has an answer. She has refused to give me the owners contact information. I tried to settle it between us but not getting any where. I have an email from the sales associate that they still have to put another on the floors.Desired Settlement: Refund for hard wood floor is number one, replacing carpet is number 2.

Business

Response:

Dear [redacted],