[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We disagree with several items in Ms. [redacted]’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. [redacted].
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.
Complaint: [redacted]
I am rejecting this response because:The response by Malooly's is not addressing the points I made in my complaint:1. It was not my baseboards that were removed, it was the quarter round and the corner pieces. I attached a picture showing how complicated the cut at each of these corners would have been. In 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 caulk. I can only imagine if he had done this cut throughout the entire floor. It also would've made the install much more time consuming for him. I saved him a lot of trouble by having those pieces removed so he could just slide the tile in. There are numerous corners such as the one in the attached picture. 2. 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 [redacted] a second time. As the person who will be living with the floor, it should be my decision on how I want my floor to look. Because it was being redone due to either bad product or incorrect installation, I should not be expected to just accept a sloppy job.3. I have attached a picture showing what the floor looked like prior to putting in quarter round. There is a gap of 5/16, then a mess of caulk squirted in. Who would accept a floor looking like that? This is a home!4. Malooly's states that I simply misunderstood Johnny's intention. In 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 toilets. They do not address the fact that this constitutes a verbal agreement. 5. 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 done. My 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 entryway. The caulk is not a color match nor is it smoothed over. It is possible to make a caulk line invisible. Again, this is my home. This is something I look at everyday. I had new floors laid to make my home look better!6. Malooly's states that they never received the email of the estimate. I was unable to get proof of the email being sent by Mr. [redacted], so I have to contend it is possible it was sent. But this would not make the verbal agreement void. Johnny 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 work. They 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 expectation. I 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 work. And 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,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
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 replaced. I should not be required to pay for their mistakes. But 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 are. We aren’t
talking about a huge amount of money here; I think it’s probably become more of
a power struggle at this point. I will not continue participating in that sort
of interaction.
My final points:
·
Barbara stands firm by her statement that I was never
assured [redacted]’s work would be covered. The problem here is, she doesn’t know
this to be a fact. She was not involved with the many conversations I had with
Johnny G[redacted], so she can only go by what he tells her. How 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 me. Either take care of your customers,
or don’t. But 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 all. This was laughable the
first time it was said, because for one thing I don’t use more than a normal
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 problems. What I actually said was, they came
to fix my problems, but had not been told ahead of time what all the problems
were. So they came unprepared to complete the repairs, told me they’d be back
“on Monday” (it was Friday) and I never heard from them again. Johnny as usual
acted surprised that they didn’t come back, said he’d follow up, but of course,
didn’t. There 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 product. Also, 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 result. It 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 [redacted]’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 $175 and [redacted] takes a
$175 loss.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
In the interest of all concerned, if this will please our customer,we will pay $175.00 as proposed.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We disagree with several items in Ms. [redacted]’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. [redacted].
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.
Complaint: [redacted]
I am rejecting this response because:The response by Malooly's is not addressing the points I made in my complaint:1. It was not my baseboards that were removed, it was the quarter round and the corner pieces. I attached a picture showing how complicated the cut at each of these corners would have been. In 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 caulk. I can only imagine if he had done this cut throughout the entire floor. It also would've made the install much more time consuming for him. I saved him a lot of trouble by having those pieces removed so he could just slide the tile in. There are numerous corners such as the one in the attached picture. 2. 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 [redacted] a second time. As the person who will be living with the floor, it should be my decision on how I want my floor to look. Because it was being redone due to either bad product or incorrect installation, I should not be expected to just accept a sloppy job.3. I have attached a picture showing what the floor looked like prior to putting in quarter round. There is a gap of 5/16, then a mess of caulk squirted in. Who would accept a floor looking like that? This is a home!4. Malooly's states that I simply misunderstood Johnny's intention. In 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 toilets. They do not address the fact that this constitutes a verbal agreement. 5. 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 done. My 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 entryway. The caulk is not a color match nor is it smoothed over. It is possible to make a caulk line invisible. Again, this is my home. This is something I look at everyday. I had new floors laid to make my home look better!6. Malooly's states that they never received the email of the estimate. I was unable to get proof of the email being sent by Mr. [redacted], so I have to contend it is possible it was sent. But this would not make the verbal agreement void. Johnny 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 work. They 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 expectation. I 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 work. And 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,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
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 replaced. I should not be required to pay for their mistakes. But 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 are. We aren’t
talking about a huge amount of money here; I think it’s probably become more of
a power struggle at this point. I will not continue participating in that sort
of interaction.
My final points:
·
Barbara stands firm by her statement that I was never
assured [redacted]’s work would be covered. The problem here is, she doesn’t know
this to be a fact. She was not involved with the many conversations I had with
Johnny G[redacted], so she can only go by what he tells her. How 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 me. Either take care of your customers,
or don’t. But 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 all. This was laughable the
first time it was said, because for one thing I don’t use more than a normal
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 problems. What I actually said was, they came
to fix my problems, but had not been told ahead of time what all the problems
were. So they came unprepared to complete the repairs, told me they’d be back
“on Monday” (it was Friday) and I never heard from them again. Johnny as usual
acted surprised that they didn’t come back, said he’d follow up, but of course,
didn’t. There 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 product. Also, 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 result. It 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 [redacted]’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 $175 and [redacted] takes a
$175 loss.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]