Kim's Gym

Complaint: 10753680
I am rejecting this response because: Again Mrs. Renga is being untruthful about the color and finish of our floors.  Unfortunately, I did not go to the showroom when the floors arrived.  It never occurred to me that the floors would be such different color and finish than what I had ordered.  In any case, I took responsibility for not viewing the floor before installation began.  And in exchange for our simply wanting to be done with Renga flooring, we accepted a token $2,000 discount off the flooring.  The issue with excessive floor staining,  for which again, the Renga's refused to come and see for themselves,  has nothing to do with our settling on a color that was not representative of what we originally ordered. We have grown quite accustomed to the floor color and ordered $6,500 more of the same brand of flooring, in a DIFFERENT color and finish in order to MATCH-UP what was installed.  There have been ZERO staining issues in the new sections of flooring.At this time, we have all of the paperwork, professional testimony, images, emails, etc. to take legal action in order to be reimbursed for what we had to spend to remove excessive stains from faulty flooring.
Regards,
Leslie Schneiderman

This issue has been resoled amicably with [redacted].Thank you,

Thank you for your assistance in facilitating this.I have to start by saying I was taken aback by Leslie's comment stating we are using this as an advertisement...?Secondly, I feel we need to comment regarding Leslie's statement “I made the decision to live with the floor that was not representative of what she had been sampled on.” We ordered actual cartons of the wood and had them in our showroom for her viewing and approval. We loose installed them out on our showroom floors for her viewing. She approved them and we ordered. We got the same lot that she viewed in our showroom, in fact we installed the actual wood she approved. When we installed them, she didn't like the color or knots. Please refer back to my previous letter explaining where she canceled and re started the job 2 times over a 2 day period and passed over our offer to stop work and try to find something else. Then upon completion she asked us to sand down the whole floor and re-stain and finish it. I'm not trying to be redundant, I'm just trying to paint a clear picture of what this process was like.The letter and emails I had sent previously show the client did in fact, have the information she needed. The customer indicated in the previously attached emails that she had received the proper information so they could properly care for their flooring. Now her latest correspondence she is contradicting herself. To quote her in the email dated 11-11-14, “The floor has been cleaned exactly as noted on the DM Flooring paperwork that was provided to us when the floor was originally installed.”The DM Flooring website is very user friendly and has a tab for maintenance requirements. These were available then and the client had many interactions with the DM Flooring company before her job was ever finished due to her other concerns...She had contacted them and had their contact and web site information.As previously mentioned, we did deduct a $ 2,000.00 customer accommodation, in an effort to end on a positive note. This is something we have never needed to do before. Our commitment to customer satisfaction has always been our number one priority. We are confident that we have done everything possible to try and make this client happy. Unfortunately, we feel this situation has become impossible to remedy.On a final note, it is unfortunate that Leslie assumed she could mop the floors with water and overlooked the information that was available. If she was having difficulty finding the proper information, all she had to do was ask.Sincerely,  Lisa M RengaExecutive Vice President