Malooly's Carpet City

Complaint: [redacted] I am rejecting this response because: I still stand by my assertion that Malooly’s should pay for [redacted] since it was their fault in the first place that I had to have my flooring replacedI should not be required to pay for their mistakesBut I will make an alternative proposal at the end of my letter I hope Barbara at Malooly’s is willing to let go of her defensiveness and recognize how unprofessional her actions areWe aren’t talking about a huge amount of money here; I think it’s probably become more of a power struggle at this pointI will not continue participating in that sort of interaction My final points: · Barbara stands firm by her statement that I was never assured ***’s work would be coveredThe problem here is, she doesn’t know this to be a factShe was not involved with the many conversations I had with Johnny G***, so she can only go by what he tells herHow does she know he isn’t changing what he said to me so as not to be in trouble with her? She doesn’t know what was said and can’t honestly say she does · It only makes sense to me that if a store is going to stand behind their work, they should do it without showing resentment and hostility, as Barbara has done with meEither take care of your customers, or don’tBut from my perspective, doing it half-way is worse than not doing it at all · I believe the work was done resentfully because Barbara and Johnny made reference to me “using too much water to wash my floor, and that’s why they shrunk”So apparently they blame me I don’t think Malooly’s should have replaced the flooring at allThis was laughable the first time it was said, because for one thing I don’t use more than a amount of water, and two, vinyl flooring is make specifically for kitchens and bathrooms and, it’s a floor! How do you expect it to be washed if not with water? When I called a flooring installer in El Paso, Texas to pose this to an impartial third party, they actually did laugh, saying that was an utterly ridiculous statement · Lastly, Barbara misquoted me when she stated that I said her installer had fixed my problemsWhat I actually said was, they came to fix my problems, but had not been told ahead of time what all the problems wereSo they came unprepared to complete the repairs, told me they’d be back “on Monday” (it was Friday) and I never heard from them againJohnny as usual acted surprised that they didn’t come back, said he’d follow up, but of course, didn’tThere is zero communication between management, sales, and labor in Malooly’s It’s a shame this ended the way it did, because my whole idea was to have the rest of my floors done at a later time by Malooly’s with matching productAlso, I live in a neighborhood where we all share our experiences with home improvement work, so if this had been handled well, I’m sure more business would have come as a resultIt confounds me that a small town business owner wouldn’t be more committed to customer relations My final proposal is this: That due to all the “misunderstandings” and that they potentially never received ***’s estimate, (I can’t say one way or the other since I’m not the one who sent it), I propose that we split it three ways, Malooly’s and I each pay $and [redacted] takes a $loss Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We disagree with several items in Ms***’s statement When we agreed to replace the floor at our expense (the manufacturer did not back up its warranty) we did not intend to remove and replace baseboards and toilets This is not necessary when installing luxury vinyl tile and was not done the first time We are flooring experts, not Ms*** She took it upon herself to hire another subcontractor to remove and replace baseboards and toilets without our authorization or knowledge We never would have approved that exurbanite amount She also said she wrote Malooly’s a letter (which was never received) and said the subcontractor emailed us an estimate (also never received or approved) We are sorry she misunderstood our salesman that there would be no additional cost to her in relation to baseboards and toilets We feel we more than treated her fairly At this time we don’t feel like we should pay for someone else’s work because we would have done it if it needed to be done

In the interest of all concerned, if this will please our customer,we will pay $as proposed

1.
We stand
by our original reply. Mrs***’s
hired *** ***, not Malooly’s.
Therefore, Mrs***’s is responsible for paying him. As Mrs***’s states in response #1, she
had the quarter round removed before we ever arrived, not us. Therefore, it is her responsibility. The same goes for the commode
2. Mrs***’s stated earlier that we returned and
fixed everything, but now she doesn’t want our installers back. That is fine
3. I apologize, but I couldn’t tell from the
picture what it looked like
4. There was NO COST to Mrs*** for the new
flooring except for a man SHE HIRED to do work before we arrived, without our
knowledge or consent. Malooly’s has been
in business for over years and we stand by what we say
5. From my understanding, this was repaired as
stated in the original letter to the Revdex.com
6. We both agree we never received an email and we
did not verbally agree that we would pay the subcontractor she hired

We disagree with several items in Ms***’s
statement. When we agreed to replace the
floor at our expense (the manufacturer did not back up its warranty) we did not
intend to remove and replace baseboards and toilets. This is not necessary when installing luxury
vinyl tile and was
not done the first time.
We are flooring experts, not Ms***
She took it upon herself to hire another subcontractor to
remove and replace baseboards and toilets without our authorization or
knowledge. We never would have approved
that exurbanite amount. She also said
she wrote Malooly’s a letter (which was never received) and said the
subcontractor emailed us an estimate (also never received or approved).
We are sorry she misunderstood our salesman that there would
be no additional cost to her in relation to baseboards and toilets. We feel we more than treated her fairly
At this time we don’t feel like we should pay for someone
else’s work because we would have done it if it needed to be done

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The response by Malooly's is not addressing the points I made in my complaint: It was not my baseboards that were removed, it was the quarter round and the corner piecesI attached a picture showing how complicated the cut at each of these corners would have beenIn the one place where the corner piece had not been removed, the installer attempted to make this cut and he failed; he ended up with a notch broken into the tile at which point he colored it in with brown caulkI can only imagine if he had done this cut throughout the entire floorIt also would've made the install much more time consuming for himI saved him a lot of trouble by having those pieces removed so he could just slide the tile inThere are numerous corners such as the one in the attached picture. Molooly's didn't address my point about giving me an opportunity to not have the flooring replaced rather than have the redo look worse than the original job or pay *** *** a second timeAs the person who will be living with the floor, it should be my decision on how I want my floor to lookBecause it was being redone due to either bad product or incorrect installation, I should not be expected to just accept a sloppy job I have attached a picture showing what the floor looked like prior to putting in quarter roundThere is a gap of 5/16, then a mess of caulk squirted inWho would accept a floor looking like that? This is a home! Malooly's states that I simply misunderstood Johnny's intentionIn my complaint, I state that I was assured repeatedly that there would be no cost to me, in direct response to my questions regarding the removal of quarter round and toiletsThey do not address the fact that this constitutes a verbal agreement. I have also attached a picture of an area where the installer left the carpet strip in place and cut the floor only up to it rather than having it go under, as it was originally doneMy picture shows how the caulk doesn't touch both surfaces which makes it an area where water can come in, especially considering this is in an entrywayThe caulk is not a color match nor is it smoothed overIt is possible to make a caulk line invisibleAgain, this is my homeThis is something I look at everydayI had new floors laid to make my home look better! Malooly's states that they never received the email of the estimateI was unable to get proof of the email being sent by Mr***, so I have to contend it is possible it was sentBut this would not make the verbal agreement voidJohnny could have told me he hadn't received it and I would have sent it myself. Having the person who runs Malooly's say that this kind of work is acceptable only makes me have the belief that Malooy's doesn't care about doing quality workThey try to make is seem like I'm unreasonable for wanting my floors to have a nice, finished look but I say this is a completely reasonable expectationI have gone over how this all played out, that when I had the floors done the first time I was told clearly that they would not be covering the finish workAnd that the second time around, I was told that it would all be covered because it was not my fault that my flooring shrunk.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]