Lovell's Hardwood Flooring, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] The business' recall is incorrect Al Lovell, the measurement person, showed up on or around March 20th and measuredAs you can see on the invoices, there was a change in Square footage and the pricing was increased to SF of new wood and SF to refinish existing hardwoodThese measurements are incorrect or inflated based on the actual wood installed and refinishedThe other comments from the business are meaningless and not pivotal to the discussion or my concernsAs you can see, with each proposal, the cost increased, so I feel that they were aware of the true measurements and priced accordingly I did not receive any true discounts as alleged and it took them days to completeBut, that is not part of my complaintI feel I was over-charged based on the scope of the workI have attached the quotes as the costs escalated after the true measurements were obtained by Lovell

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] As you can see, the business owner continues to be sarcastic and condescending and not truly addressing the matter at hand What would I do with that wood when I was promised a credit on any wood not used? I also observed the installation process and htere was very little waste, so I find that only feet of wood remained This was also premium grade, so any defective wood would have been the responsibility of the business and supplier, not a cost to the customer The records provided document that Lovell's Hardwoods increased the cost of the project based on the increase of the square footage for new flooring as well as refinishingWhat I am alleging is that the square footage was exaggerated to charge me more for the projected workIt was not until after the work was completed that I remeasured the surfaces and discovered the exaggeration This work cost me over $per Square foot, so it was not like I got some sort of great bargain I paid for quality work and a fair price, not exagerrated chargesThe work did turn out very nice, so we really just need to address to the increased costs related to the exaggerated square footage on the final invoice If wood remained of a reasonable nature, it should have been immediately credited and shown to the customer before removing from the home The charge was also for refinishing SF of hardwood and my measurements indicate this was an overchargeThis project took days to complete, so this only adds to my frustration with the business, but I am isolating this compaint to the over-charge

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hello, the issue at hand is that the charge that I paid for was based on erroneous measurementsMrLovell has avoided explaining why I was charged excessively for the new hardwoods as well as the footage that was refinishedThere was not feet of new wood installed nor square feet of other hardwood refinishedHe mentioned he raised the price based on these measurementsI am stating their measurements were excessive to charge me more for the jobMrLovell told me he would credit me for any excess wood left overThank you [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted]

The square footage was not changed on the homeowner by any fault of oursOur first proposal was figured using the homeowners' provided measurements over the phone which were not correct so our proposal was updated once our estimator was scheduled to do a field measureThe other invoiced changes are due to upgrades that the homeowner added to the projectJust like any other business on Earth, when materials & labor are added the cost obviously changes with thatWe did not voluntarily add these to his project, he didWe understand that he is not happy with that fact & to do what we can we would be willing to offer him a $refund to make him whole in this issueUpon acceptance/resolve & release from his complaintThis will be our only offer, last response (have explained our stance to him through email numerous times) & is being offered in good faith not in any guilt of wrong-doing.Thank You

***:Lovell's responded with the attached emailHis response to resolve the issues will not work for us.My attorney suggested that I send him a letter outlining what I would accept and give at least one more chance to honor his warranty.I have attached that letter to Lovell's which will be in tomorrows mail.Thank You (Attachment) June 2, 2015 *** and *** *** *** *** *** *** *** Lovell’s Hardwood Flooring (A) SFt*** AveFt***, KY Ref: *** ** ** *** *** *** MrLovell: On March 23rd, Lovell’s Hardwood Flooring started my flooring project at the above referenced addressWhen the job was finished, I spoke to *** ***, President, explained that I was not satisfied with the work that was done and he told me he would have someone contact me to address my concernsI had left multiple messages on *** phone to no availOn 4-20-*** answered his phone and explained that he did not address customer complaints or problems, that was ** Lovell’s responsibility and that he would call me the next dayHe never calledI visited the office on 4-24-which was closed, during their advertised business hoursI left a note asking for a callAfter almost four weeks and no contact from Lovell’s Hardwood, I finally contacted the Revdex.com of Cincinnati On May 11, my wife, my Son and I met with *** *** from Lovell's HardwoodHe inspected the job site and told us that he was going to recommend to *** *** that all of the floors be re-sanded and refinished*** is the sub-contractor (his term) that actually did most of the workHe apologized for the quality of the work And finally, you MrLovell met with my wife and I on May 26th and tried to explain that the problems with the flooring were normal I spoke to an attorney after meeting with you on the 26th and at his direction have had several contractors give estimates to bring the project to completionDue to the number of edger marks, side-cuts and quality of the sanding they each recommended complete re-sanding and refinishing I received your email stating what you planned to do to solve our issues and do not accept this as a solutionWe are asking that you would please re-sand and refinish all of the hardwood flooring on the second floor as well as the steps leading to the third floor in a workmanship like mannerIf you can do this starting on June 17th as you stated then all is well MrLovell, we have been waiting over two months to move into our home and have incurred quite a bit of expense due to inactivity on your partIf you decide not to honor your warranty, I will have one of the above referenced contractors complete the work and the attorneys can work it out Sincerely: *** *** Cc: *** *** *** * *** ** *** ** * *** *** ** *** *** *** Revdex.com E4th Street Suite Cincinnati, OH

Revdex.com:
I have not received a response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Ms *** of Revdex.com told me that Lovell's said that they had sent me an email, but I never received oneI have tried to call their main # and *** ***'s cell phone and sent another email to Lovell's on Friday of last week to no avail
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I think that the owner/president is purposely not answering my calls and emails hoping I will go awayThey have delayed our move in date for over a monthIf Lovell's can't or won't complete this project that they have been paid for another contractor will! I have an appointment on Monday of next week with an attorney to discuss this matter.
Regards,
*** *** ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** As you can see, the business owner continues to be sarcastic and condescending and not truly addressing the matter at hand. What would I do with that wood when I was promised a credit on any wood not used? I also observed the installation process and htere was very little waste, so I find that only feet of wood remained. This was also premium grade, so any defective wood would have been the responsibility of the business and supplier, not a cost to the customer The records provided document that Lovell's Hardwoods increased the cost of the project based on the increase of the square footage for new flooring as well as refinishingWhat I am alleging is that the square footage was exaggerated to charge me more for the projected workIt was not until after the work was completed that I remeasured the surfaces and discovered the exaggeration. This work cost me over $per Square foot, so it was not like I got some sort of great bargain. I paid for quality work and a fair price, not exagerrated chargesThe work did turn out very nice, so we really just need to address to the increased costs related to the exaggerated square footage on the final invoice. If wood remained of a reasonable nature, it should have been immediately credited and shown to the customer before removing from the home. The charge was also for refinishing SF of hardwood and my measurements indicate this was an overchargeThis project took days to complete, so this only adds to my frustration with the business, but I am isolating this compaint to the over-charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The business' recall is incorrect. Al Lovell, the measurement person, showed up on or around March 20th and measuredAs you can see on the invoices, there was a change in Square footage and the pricing was increased to SF of new wood and SF to refinish existing hardwoodThese measurements are incorrect or inflated based on the actual wood installed and refinishedThe other comments from the business are meaningless and not pivotal to the discussion or my concernsAs you can see, with each proposal, the cost increased, so I feel that they were aware of the true measurements and priced accordingly. I did not receive any true discounts as alleged and it took them days to completeBut, that is not part of my complaintI feel I was over-charged based on the scope of the workI have attached the quotes as the costs escalated after the true measurements were obtained by Lovell

Our Office was closed when the customer went there because it is open by appointment onlyAs far as not reaching us the day he called, we had left mesages on a phone line that was not our Office line so it rarely gets checked (not sure where he got that number from as it us rarely used by snyone
& not our advertised number)Now that we have been made aware, we have contacted the homeowner & arranged for the repairThe problem with the finish was there were things that were airborne that landed in the wet polyurethane as it was drying which is not a quality issue as that is envirinmental & out of our control, nonetheless we will be taking care of it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below Hello, the issue at hand is that the charge that I paid for was based on erroneous measurementsMrLovell has avoided explaining why I was charged excessively for the new hardwoods as well as the footage that was refinishedThere was not feet of new wood installed nor square feet of other hardwood refinishedHe mentioned he raised the price based on these measurementsI am stating their measurements were excessive to charge me more for the jobMrLovell told me he would credit me for any excess wood left overThank you [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,
*** ***

We would be more than happy to provide our clent with the extra wood that was leftoverIt is square feetPlease advise

The sand crew has been scheduled to resand the floors starting june 17th

We appreciate our clients' concern and appreciate the opportunity to once more explain our position as we have to him through email alreadyThe pricing quoted over the phone for step treads and square footage was based on the square footage he provided PRIOR to our estimator visiting his home to do
an actual measurement, as we do not write a formal and accepted contract until we have done soThe measurements the homeowners' previous hardwood flooring company provided us were incorrectThe square footage cost factor is determined by the time being alloted for a project which are typically in 50-square foot increments, not exact square footageThis client was given multiple discounts on this project already due to any misunderstandings so they have been largely & properly compensated for any misunderstandings which we can send email copies to show all of these discussions and discountsAlso we paid $to have a carpet runner fixed that HIS carpet installer installed incorrectlyIt was in our contract that we would not be responsible for his carpet runner that had to be removed to do the steps because it was installed incorrectly, but as a sign of good faith we sent it out and paid for it to be repaired prifessionallyFurthermore, please let us make it clear that no pricing was changed on our client during the work was going on (email conversations can be attached to support) as our quote for pricing was agreed to and signed off on by the client prior to our workSo regardless of square feet or 1,square feet we write an estimate for the work scope and difficulty level & once again the pricing is not based on exact measurements it is in increments for material & timing purposes (we buy materials that cannot be broken down into individual square feet)We cannot buy a gallon of polyurethane for (random number) square feet and then send the rest back for a partial refund, the same goes for all the sandpaper and other materialsSo that is why the pricing is in increments rounded up to the next number that the materials have to be purchased inThe manufacturers & distributors price it for the amount it coversas it In our formal signed quote we quoted a total cost for each phase as a TOTAL COST not per square foot cost (the square footage is only used as a guide for time & materials needed)