Initial Business Response /* (1000, 5, 2016/08/04) */
Our flooring store is dedicated to providing its customers with not only a professional job done but to create an atmosphere where complaints are met in a timely and professional manner. We, the owners, take pride in the work that is done out of...
our store and if there is a problem-we handle it immediately and want to help the customer accomplish a satisfactorily experience. The installer being accused of not doing the job correctly has worked in the profession for at least 40 years and our store for 4 years. Since working for us, we have had no previous complaints. We, the owners, have never stated we were not going to work to make said customer happy and to fix anything said customer was not happy with. We have been in full compliance with any concerns this customer has had. In our professional opinion-and having been in this business for over 12 years-we saw nothing majorly wrong with the installment besides a few minor, easily corrected, issues. In regards to the staple in the floor-due to the customer's main floor-it could be soft or it had slats in it where the staple may not have fastened properly but once again, it is something that can be fixed and we did make an attempt to correct it. In regards to the bubbles, we had not personally witnessed them and the customer won't address the issue of correcting the problems if there are any. The seam in the kitchen that customer said did not meet was personally looked at and there was no problem. There are no dimples or high spots in the floor that customer had said there was-again, we personally look at any complaints and take them seriously, however there was none such as was accused. Customer had not asked for it to be redone. The type of vinyl customer purchased was a good vinyl but is the lower end of the quality since customer had a limited budget. Customer also did not pay any of the labor charges which could be turned over to the collection agency. During the 12 years we have been in business, we have had many satisfied customers that continue to repeat any future business with us. Once again, we pride ourselves in making our customers happy and we were doing our best to satisfy this customer but said customer refuses any additional help we can and are willing to give her.
Initial Consumer Rebuttal /* (3000, 8, 2016/08/15) */
Hello [redacted],
I was not able to access the website address you gave in your letter.
I am giving you my response in writing.
I am not satisfied with their response or the many untruths in it. I left a message on the machine May 16 outlining the problems and asking them to make this right by redoing the floor. At this point the installer had been out three times and the problems were still not corrected. He came out a 4th time - this is when he cut the floor in the bathroom stating that the trim would cover it. It does not. I spoke to the owner by phone again on May 21. Still no help. When she came out to look at the floor she blamed the vinyl I chose and said so again in the response. So if I had chosen the more expensive vinyl then the installer would have been more careful to do it right?????? If they knew this vinyl was going to be a problem why wasn't that made known right away before purchase????
She saw the bubbles and the staple coming through the vinyl, took pictures of all problem areas yet she claims they "have not personally witnessed" any of the problems.
The other owner came out on May 23, took pictures of all problem areas but was not interested in fixing anything. Only interested in getting paid. When I wrote a check for the remainder of the materials he said" our business is concluded". No attempt or interest in making those problem areas right.
An interesting aside - their saleslady and the installer she worked with have both left this company citing shoddy business practices and work. Neither one wanted the bad reputation of working for this company.
Thank you,
[redacted]
PS. Consumer indicated she has sent 3 sets of photos to the company.
Initial Business Response /* (1000, 5, 2016/08/04) */
Our flooring store is dedicated to providing its customers with not only a professional job done but to create an atmosphere where complaints are met in a timely and professional manner. We, the owners, take pride in the work that is done out of...
our store and if there is a problem-we handle it immediately and want to help the customer accomplish a satisfactorily experience. The installer being accused of not doing the job correctly has worked in the profession for at least 40 years and our store for 4 years. Since working for us, we have had no previous complaints. We, the owners, have never stated we were not going to work to make said customer happy and to fix anything said customer was not happy with. We have been in full compliance with any concerns this customer has had. In our professional opinion-and having been in this business for over 12 years-we saw nothing majorly wrong with the installment besides a few minor, easily corrected, issues. In regards to the staple in the floor-due to the customer's main floor-it could be soft or it had slats in it where the staple may not have fastened properly but once again, it is something that can be fixed and we did make an attempt to correct it. In regards to the bubbles, we had not personally witnessed them and the customer won't address the issue of correcting the problems if there are any. The seam in the kitchen that customer said did not meet was personally looked at and there was no problem. There are no dimples or high spots in the floor that customer had said there was-again, we personally look at any complaints and take them seriously, however there was none such as was accused. Customer had not asked for it to be redone. The type of vinyl customer purchased was a good vinyl but is the lower end of the quality since customer had a limited budget. Customer also did not pay any of the labor charges which could be turned over to the collection agency. During the 12 years we have been in business, we have had many satisfied customers that continue to repeat any future business with us. Once again, we pride ourselves in making our customers happy and we were doing our best to satisfy this customer but said customer refuses any additional help we can and are willing to give her.
Initial Consumer Rebuttal /* (3000, 8, 2016/08/15) */
Hello [redacted],
I was not able to access the website address you gave in your letter.
I am giving you my response in writing.
I am not satisfied with their response or the many untruths in it. I left a message on the machine May 16 outlining the problems and asking them to make this right by redoing the floor. At this point the installer had been out three times and the problems were still not corrected. He came out a 4th time - this is when he cut the floor in the bathroom stating that the trim would cover it. It does not. I spoke to the owner by phone again on May 21. Still no help. When she came out to look at the floor she blamed the vinyl I chose and said so again in the response. So if I had chosen the more expensive vinyl then the installer would have been more careful to do it right?????? If they knew this vinyl was going to be a problem why wasn't that made known right away before purchase????
She saw the bubbles and the staple coming through the vinyl, took pictures of all problem areas yet she claims they "have not personally witnessed" any of the problems.
The other owner came out on May 23, took pictures of all problem areas but was not interested in fixing anything. Only interested in getting paid. When I wrote a check for the remainder of the materials he said" our business is concluded". No attempt or interest in making those problem areas right.
An interesting aside - their saleslady and the installer she worked with have both left this company citing shoddy business practices and work. Neither one wanted the bad reputation of working for this company.
Thank you,
[redacted]
PS. Consumer indicated she has sent 3 sets of photos to the company.