Initial Business Response /* (1000, 16, 2015/06/10) */
I apologize for the delay in providing this response on behalf of my clientI had a family emergency that required me to be out of the officeNow that I am back in the office, I am submitting this letter as my clients' response to the
customer complaint submitted by Ms***
As a part of this job, my client and Ms*** agreed that new base boards would not be installedRather, the agreement was that the old base boards would re reinstalled and that there would be no demolition or cleanupThis agreement is reflected in the invoices signed by Ms***Copies of those invoices, reflecting the initial agreement of no base boards, are enclosed
After some of the old base boards were replaced, Ms*** did not like how the old base boards looked with the new tileIn an effort to satisfy Ms***, my client therefore agreed to buy new base boards, at my client's expense and to install the new base boards at no cost to Ms***My client agreed to replace the base boards voluntarily and not because they were allegedly ruined
However, before that work could be done, Ms*** became upset because the construction manager requested (not demanded) that Ms*** pay the $balance due for installation of the tileUpon becoming upset, Ms*** would not allow the installation crew to do any further workMy client has been willing, ready and able to purchase and install new base boards at no cost to Ms***Instead, she elected to have a third party purchase and install the base boards at an inflated cost of $The cost of the base boards and the labor for installing them, for approximately square feet, simply cannot cost $
As for the grout issue, this is the first that my client has heard of itHowever, in her years of dealing with tile and grout, the bags used for her project were from the same lotTherefore, there should not be any difference in the grout colorfshadingMost likely, Ms*** failed to seal the tile and allowed moisture of some sort to make contact with the groutThis would be the most logical explanation for an alleged difference in "shades" as alleged by Ms***
My client takes client complaints seriously and is willing to consider a reasonable resolution to this matterHowever, asking for reimbursement of $and for further work for alleged defects that have not been confirmed as the fault of my client is neither reasonable nor warrantedMs*** is the cause of this entire situation
However, with that, my client is agreeable to waiving the remaining $owed in exchange for Ms*** waiving her claimed expensesAny such agreement, would have to be, of course, pursuant to a written mutual release of all claims, which my office would prepare and submit for her review and signature
I paid for my service back on February 10, I finished paying the balance due and I was told by the owner that the workers would start right away and finish in two weeksHalf a week pasted before the job was started and it did not finish in two weeksThe owner did not order enough material for the tile and it has been two months since the job started and the job is still not doneTh*** are sections without tileThe owner said it would take six weeks to get the rest of the material but it has been longer and she is no longer taking my calls
La casa de Ceramica has one of the worst customer service practises we have ever experiencedyears of my work experience and I have never had a manager,president of a company or sales employee treat us so bad and call there customer namesWith all the purchases i've made with various businesses i've experienced this is the only un-professional one that needs to be revised or retrainedThis lady/owner insisted that they delivered some hardware and we never ordered or received, let alone agreed onshe went and made such a very bad business decision and is commiting fraudWe have the attestation to move forward its mind boggling as to why a owner of a company would go to this extent to commit such fraud and accusations
Initial Business Response /* (1000, 16, 2015/06/15) */
Dear Ms. [redacted]:
I apologize for the delay in providing this response on behalf of my client. I have a family emergency that required me to be out of the office. Now that I am back in the office, I am submitting this letter as my clients'...
response to the customer complaint submitted by Mr. [redacted].
The tile ordered by Mr. [redacted] were a special order item. Because the item was a special order item that was being delivered from overseas, Mr. [redacted] was not provided with a specific time frame as to when the tile would be delivered. He was advised that it could be as quick as three weeks, but that it likely would take longer considering where the tile was coming from. Moreover, at no time was Mr. [redacted] advised that the tile was from Spain as the store employee had no idea where this specific tile was being shipped.
After several weeks had passed [redacted] the date of ordering, Mr. [redacted] was contacted by telephone and advised that deliver of the tile was delayed. Mr. [redacted] was further advised that it could take another eight weeks for the product to be delivered. Mr. [redacted], fully aware that the item was special ordered, became upset and wished to cancel the order. Importantly, my client was not aware, until this telephone call, that Mr. [redacted] had a specific deadline for the tile to be delivered.
In this same telephone conversation, Mr. [redacted] was informed that because this item was a special order, he could not cancel the order or receive a refund. Mr. [redacted] had to be aware of this as the invoice provided to him clearly states in the lower left hand corner of the invoice that there are absolutely no cancellations on special orders. A copy of Mr. [redacted]'s invoice is enclosed. In an effort to satisfy Mr. [redacted], my client did offer to substitute another tile for the tile originally selected by Mr. [redacted]. He refused this offer and is now demanding a full refund.
A full refund is unreasonable in this instance. The tile ordered by Mr. [redacted] is a product that appeals to a limited segment of the population. Thus, my client anticipates that this tile will sit for a considerable period of time before someone purchases the tile. Even then, it is further anticipated that the tile would have be to sold to such a person at a steeply discounted price.
Additionally, my client had no idea that the tile had to be delivered by a deadline imposed unilaterally by Mr. [redacted]. Now, Mr. [redacted] refuses to accept this shipment and my client is financially responsible for paying, and has paid to my understanding, the tile company for the product that has been delivered.
Stated another way, Mr. [redacted]'s request would require my client to pay him over $2,000.00 AND require my client to pay the company providing the tile. If Mr. [redacted] is fully reimbursed, my client will therefore be out of pocket a considerable sum of money for a product that appeals to a specific and limited demographic that would be sold, if at all, for a (likely) steeply discounted price.
My client takes client complaints seriously and is willing to consider a reasonable resolution to this matter. However, asking for a full refund, under the circumstances is neither reasonable nor warranted. If Mr. [redacted] is willing to provide a more reasonable option to resolve this matter, I will convey any such other option to my client of her prompt consideration.
Thank you for your attention to this matter. Please feel free to contact me if you have any questions. I look forward to receiving a more reasonable request on behalf of Mr. [redacted].
Initial Business Response /* (1000, 16, 2015/06/10) */
I apologize for the delay in providing this response on behalf of my clientI had a family emergency that required me to be out of the officeNow that I am back in the office, I am submitting this letter as my clients' response to the
customer complaint submitted by Ms***
As a part of this job, my client and Ms*** agreed that new base boards would not be installedRather, the agreement was that the old base boards would re reinstalled and that there would be no demolition or cleanupThis agreement is reflected in the invoices signed by Ms***Copies of those invoices, reflecting the initial agreement of no base boards, are enclosed
After some of the old base boards were replaced, Ms*** did not like how the old base boards looked with the new tileIn an effort to satisfy Ms***, my client therefore agreed to buy new base boards, at my client's expense and to install the new base boards at no cost to Ms***My client agreed to replace the base boards voluntarily and not because they were allegedly ruined
However, before that work could be done, Ms*** became upset because the construction manager requested (not demanded) that Ms*** pay the $balance due for installation of the tileUpon becoming upset, Ms*** would not allow the installation crew to do any further workMy client has been willing, ready and able to purchase and install new base boards at no cost to Ms***Instead, she elected to have a third party purchase and install the base boards at an inflated cost of $The cost of the base boards and the labor for installing them, for approximately square feet, simply cannot cost $
As for the grout issue, this is the first that my client has heard of itHowever, in her years of dealing with tile and grout, the bags used for her project were from the same lotTherefore, there should not be any difference in the grout colorfshadingMost likely, Ms*** failed to seal the tile and allowed moisture of some sort to make contact with the groutThis would be the most logical explanation for an alleged difference in "shades" as alleged by Ms***
My client takes client complaints seriously and is willing to consider a reasonable resolution to this matterHowever, asking for reimbursement of $and for further work for alleged defects that have not been confirmed as the fault of my client is neither reasonable nor warrantedMs*** is the cause of this entire situation
However, with that, my client is agreeable to waiving the remaining $owed in exchange for Ms*** waiving her claimed expensesAny such agreement, would have to be, of course, pursuant to a written mutual release of all claims, which my office would prepare and submit for her review and signature
I paid for my service back on February 10, I finished paying the balance due and I was told by the owner that the workers would start right away and finish in two weeksHalf a week pasted before the job was started and it did not finish in two weeksThe owner did not order enough material for the tile and it has been two months since the job started and the job is still not doneTh*** are sections without tileThe owner said it would take six weeks to get the rest of the material but it has been longer and she is no longer taking my calls
La casa de Ceramica has one of the worst customer service practises we have ever experiencedyears of my work experience and I have never had a manager,president of a company or sales employee treat us so bad and call there customer namesWith all the purchases i've made with various businesses i've experienced this is the only un-professional one that needs to be revised or retrainedThis lady/owner insisted that they delivered some hardware and we never ordered or received, let alone agreed onshe went and made such a very bad business decision and is commiting fraudWe have the attestation to move forward its mind boggling as to why a owner of a company would go to this extent to commit such fraud and accusations
Initial Business Response /* (1000, 16, 2015/06/15) */
Dear Ms. [redacted]:
I apologize for the delay in providing this response on behalf of my client. I have a family emergency that required me to be out of the office. Now that I am back in the office, I am submitting this letter as my clients'...
response to the customer complaint submitted by Mr. [redacted].
The tile ordered by Mr. [redacted] were a special order item. Because the item was a special order item that was being delivered from overseas, Mr. [redacted] was not provided with a specific time frame as to when the tile would be delivered. He was advised that it could be as quick as three weeks, but that it likely would take longer considering where the tile was coming from. Moreover, at no time was Mr. [redacted] advised that the tile was from Spain as the store employee had no idea where this specific tile was being shipped.
After several weeks had passed [redacted] the date of ordering, Mr. [redacted] was contacted by telephone and advised that deliver of the tile was delayed. Mr. [redacted] was further advised that it could take another eight weeks for the product to be delivered. Mr. [redacted], fully aware that the item was special ordered, became upset and wished to cancel the order. Importantly, my client was not aware, until this telephone call, that Mr. [redacted] had a specific deadline for the tile to be delivered.
In this same telephone conversation, Mr. [redacted] was informed that because this item was a special order, he could not cancel the order or receive a refund. Mr. [redacted] had to be aware of this as the invoice provided to him clearly states in the lower left hand corner of the invoice that there are absolutely no cancellations on special orders. A copy of Mr. [redacted]'s invoice is enclosed. In an effort to satisfy Mr. [redacted], my client did offer to substitute another tile for the tile originally selected by Mr. [redacted]. He refused this offer and is now demanding a full refund.
A full refund is unreasonable in this instance. The tile ordered by Mr. [redacted] is a product that appeals to a limited segment of the population. Thus, my client anticipates that this tile will sit for a considerable period of time before someone purchases the tile. Even then, it is further anticipated that the tile would have be to sold to such a person at a steeply discounted price.
Additionally, my client had no idea that the tile had to be delivered by a deadline imposed unilaterally by Mr. [redacted]. Now, Mr. [redacted] refuses to accept this shipment and my client is financially responsible for paying, and has paid to my understanding, the tile company for the product that has been delivered.
Stated another way, Mr. [redacted]'s request would require my client to pay him over $2,000.00 AND require my client to pay the company providing the tile. If Mr. [redacted] is fully reimbursed, my client will therefore be out of pocket a considerable sum of money for a product that appeals to a specific and limited demographic that would be sold, if at all, for a (likely) steeply discounted price.
My client takes client complaints seriously and is willing to consider a reasonable resolution to this matter. However, asking for a full refund, under the circumstances is neither reasonable nor warranted. If Mr. [redacted] is willing to provide a more reasonable option to resolve this matter, I will convey any such other option to my client of her prompt consideration.
Thank you for your attention to this matter. Please feel free to contact me if you have any questions. I look forward to receiving a more reasonable request on behalf of Mr. [redacted].