Flooring for this customer was purchased and installed 8/9/2011. In January of 2016 the customer called and said they were ready to order material for the living room, family room, entry, and hall to bedrooms, master bedroom, and closets. Our salesman Ronnie informed the customer that since the...
original material was purchased 4 1/2 years ago the new material would not match due to natural aging of wood and dye lot differences. Even so the customer decided to go forward with the project that would be done at a later date. The new material was purchased 1/11/2016 and stored at no charge until the new material was installed in January 2017. Regarding the cracked tile the customer purchased their own material and have been told that if they would get another piece of tile we would change the piece at no charge. Numerous tiles the customer purchased had chipped edges and could not be used. Installation of entry and wood floor were completed on 2/6/14. Customer asked Ronnie our salesman to come by and pick up a check. Ronnie went by on 2/10/14 and customer pointed out a difference in the color an sheen level of the new wood. Ronnie told him that he was not sure the manufacturer would do anything due to the reasons detailed prior and the time lapse between purchases. Even so Ronnie told the customer that he would have Todd Rodgers our rep come by and look at the floor. Todd was out of town and had commitments the week of 2/13 and Ronnie was out of town the week of 2/20. Ronnie and Todd went by to look at the wood flooring on 3/3/17 to fit the customer's request that we come on a Friday. Our rep has filed a claim so we are waiting to hear back from the mill. However we are doubtful that anything will be done for the reasons stated previously.
Flooring for this customer was purchased and installed 8/9/2011. In January of 2016 the customer called and said they were ready to order material for the living room, family room, entry, and hall to bedrooms, master bedroom, and closets. Our salesman Ronnie informed the customer that since the...
original material was purchased 4 1/2 years ago the new material would not match due to natural aging of wood and dye lot differences. Even so the customer decided to go forward with the project that would be done at a later date. The new material was purchased 1/11/2016 and stored at no charge until the new material was installed in January 2017. Regarding the cracked tile the customer purchased their own material and have been told that if they would get another piece of tile we would change the piece at no charge. Numerous tiles the customer purchased had chipped edges and could not be used. Installation of entry and wood floor were completed on 2/6/14. Customer asked Ronnie our salesman to come by and pick up a check. Ronnie went by on 2/10/14 and customer pointed out a difference in the color an sheen level of the new wood. Ronnie told him that he was not sure the manufacturer would do anything due to the reasons detailed prior and the time lapse between purchases. Even so Ronnie told the customer that he would have Todd Rodgers our rep come by and look at the floor. Todd was out of town and had commitments the week of 2/13 and Ronnie was out of town the week of 2/20. Ronnie and Todd went by to look at the wood flooring on 3/3/17 to fit the customer's request that we come on a Friday. Our rep has filed a claim so we are waiting to hear back from the mill. However we are doubtful that anything will be done for the reasons stated previously.