Loving Care Sitting Service LLC

While we are disappointed to hear that the customer feels there are unresolved issues with this flooring and installation; we do not agree with the statements madeThe scratches and markings on the newly installed floor were not caused from an installers knee padsThese are drag marks caused after the installation of the floorThe customer was in the process of a renovation during this time so we cannot confirm how the damage occurred but it was not caused by our installers knee padsOur records show we were not notified about these marks until days after the installation was complete and we were no longer on siteA 3rd party inspection company confirmed this damage could not have been caused by knee pads(See attached document 3rd party inspection report.) Our company was not involved in the selling or selection process of the flooring that the customer purchased so we have no information to offer on the quality of the product the customer purchased.It was our understanding that the customer was installing their own moldings in their closets being that the closets had existing base boards, whereas the rest of the house did not We will be happy to come back and install those moldings for the customer at no charge if they need us to do so.Finally, [redacted] flooring requires a plastic moisture barrier only if there is a moisture problem present There are no moisture problems at this residence, therefore we did not use the plastic barrier, and we left that product for the customer to obtain a refund on See [redacted] installation instructions attached We have highlighted the text that appliesThese instructions can be found online as well

Western States Flooring did not sell, manufacture or supply this carpetNobody from our company came out and did the invasive inspection, that was someone from the carpet mill that was sent out at the retailers request from where the consumer purchased Additionally the initial problem with the wrong carpet being ordered had nothing to do with usThe company they ordered their carpet from ordered the wrong carpetWe simply identified the issue and alerted them that they ordered the wrong carpetThis complaint needs to removed from our license as none of the issues detailed in the complaint have anything to do with usThe customer probably doesn't realize that, and we understand they just want their issue resolvedBut the issue has nothing to do with our companyWe merely install what is suppliedThe customer needs to take their complaint to the retail store they purchased fromIn an effort to assist the consumer we have contacted the retail store they purchased their carpet from, and we let them know that this situation is not resolved and their customer is not satisfiedAt this time we encourage the customer to contact the retail store that they purchased from to discuss the situation further

[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: We are wiling to accept what Western States Flooring has stated in reference to complaint ID [redacted] for now and consider the matter resolvedWe will work with [redacted] ***, who sold us the carpet, and subcontracted with Western States FlooringIf for some reason the facts as stated by Western States Flooring are incorrect, we will refile a complaintWe are not privy to the contract relationship between Western States Flooring and [redacted] ***Unfortunately the carpet installed has issues; however, the installation was outstandingWe would have that installer back in a heart beatWe are sorry for any inconvenience we may have caused Western States Flooring Regards, David W***

We want all of our customers to have a good experience throughout their flooring project, we are very disappointed that we did not meet that expectation in this instance.We encountered unforeseen subfloor repair needed on this project that delayed the tile installationman crews are the normal
size of our crews, with the use of a third person occasionally.We are absorbing the costs of the additional work needed to the subfloor in an effort to ease the customers frustrations.The carpet shortage we experienced on Saturday was ordered first thing the next business day, we are expecting the carpet to arrive Tuesday 5/and we are scheduled to install the remaining portion of this carpet on Thursday 5/Running short on materials during an installation is the last thing we want see happen, and we are doing our best to expedite the arrival of those materials so we can complete this project. It sounds like we could have done a better job in communicating the status of that reordered carpet to the customer, and we have addressed that internally with our staff.The tack strip in the areas currently not carpeted, have been covered and taped to ensure that nobody in the home steps on them.At this point we are on track to install the remainder of this job on Thursday 5/pending the material arrival

We want all of our customers to have a good experience throughout their flooring project, we are very disappointed that we did not meet that expectation in this instance.We encountered unforeseen subfloor repair needed on this project that delayed the tile installationman crews are the size of our crews, with the use of a third person occasionally.We are absorbing the costs of the additional work needed to the subfloor in an effort to ease the customers frustrations.The carpet shortage we experienced on Saturday was ordered first thing the next business day, we are expecting the carpet to arrive Tuesday 5/and we are scheduled to install the remaining portion of this carpet on Thursday 5/Running short on materials during an installation is the last thing we want see happen, and we are doing our best to expedite the arrival of those materials so we can complete this project. It sounds like we could have done a better job in communicating the status of that reordered carpet to the customer, and we have addressed that internally with our staff.The tack strip in the areas currently not carpeted, have been covered and taped to ensure that nobody in the home steps on them.At this point we are on track to install the remainder of this job on Thursday 5/pending the material arrival

I do not agree with any of these statements made concerning my flooringWe contacted the installer within a couple of days after he installed the flooringHe was informed by my husband specifically to put in the flooring in the closetsAs far as us dragging heavy objects across our entire floor is a jokeWho would have brand new flooring put down and drag all your furniture over every square inch of this flooringThis was a very inferior product that should not even be sold at *** ***The third party company was also not a realityWe know for a fact that he works for *** ***But that is another story. I appreciate that Western States Flooring did pay us the installation fee of 1,dollarsBut as far as not owning up to their mistakes that makes me very unhappy. *** *** would not own up to anything at allA terrible company to deal with and from looking at other Revdex.com complaints against them it is the same thingShame on them. Thank You For the money that you paid us

Western States Flooring did not sell, manufacture or supply this carpet. Nobody from our company came out and did the invasive inspection, that was someone from the carpet mill that was sent out at the retailers request from where the consumer purchased.  Additionally the initial problem with...

the wrong carpet being ordered had nothing to do with us. The company they ordered their carpet from ordered the wrong carpet. We simply identified the issue and alerted them that they ordered the wrong carpet. This complaint needs to removed from our license as none of the  issues detailed in the complaint have anything to do with us. The customer probably doesn't realize that, and we understand they just want their issue resolved. But the issue has nothing to do with our company. We merely install what is supplied. The customer needs to take their complaint to the retail store they purchased fromIn an effort to assist the consumer we have contacted the retail store they purchased their carpet from, and we let them know that this situation is not resolved and their customer is not satisfied. At this time we encourage the customer to contact the retail store that they purchased from to discuss the situation further.

While we are disappointed to hear that the customer feels there are unresolved issues with this flooring and installation; we do not agree with the statements made. The scratches and markings on the newly installed floor were not caused from an installers knee pads. These are drag marks caused after...

the installation of the floor. The customer was in the process of a renovation during this time so we cannot confirm how the damage occurred but it was not caused by our installers knee pads. Our records show we were not notified about these marks until days after the installation was complete and we were no longer on site. A 3rd party inspection company confirmed this damage could not have been caused by knee pads. (See attached document 3rd party inspection report.) Our company was not involved in the selling or selection process of the flooring that the customer purchased so we have no information to offer on the quality of the product the customer purchased.It was our understanding that the customer was installing their own moldings in their closets being that the closets had existing base boards, whereas the rest of the house did not.  We will be happy to come back and install those moldings for the customer at no charge if they need us to do so.Finally, [redacted] flooring requires a plastic moisture barrier only if there is a moisture problem present.  There are no moisture problems at this residence, therefore we did not use the plastic barrier, and we left that product for the customer to obtain a refund on.    See [redacted] installation instructions attached.  We have highlighted the text that applies. These instructions can be found online as well.

The consumer has accepted a compensation amount of $1740.00 and has signed a settlement and release agreement with Western States Flooring (see attached.) We consider this matter closed. Any further concerns need to be taken to [redacted],  the retailer they purchased their flooring from; and also have a Revdex.com claim open with on the same matter.

[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:
We are wiling to accept what Western States Flooring has stated in reference to complaint ID [redacted] for now and consider the matter resolved. We will work with [redacted], who sold us the carpet, and subcontracted with Western States Flooring. If for some reason the facts as stated by Western States Flooring are incorrect, we will refile a complaint. We are not privy to the contract relationship between Western States Flooring and [redacted]. Unfortunately the carpet installed has issues; however, the installation was outstanding. We would have that installer back in a heart beat. We are sorry for any inconvenience we may have caused Western States Flooring.
Regards,
David W[redacted]