Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I explain to you I have NOT caulked the floor to wallMr [redacted] in very much mistakenI am shocked that he would tell you thisCovering his own I supposeIts so obvious that Coles, family owed, does not know how to communicate between its departments nor with its clientsIf you read and understood my first letter you would already know that I sanded and painted already and that I did not use any caulking at all anywhereI do not know any contractor who uses caulking on top of a base boardYou use it to hide the defectsIn several areas the floor is short and just shy of the base board showing the floorI shake my head as to how this company does business in the mannerConsidering everythingI fine it ironic that Coles can't even see fit to deduct the cost of the remove/ replace baseboardsHow much is good will? Or the fact that you seem to want to avoid, which as a lack of response time or taking any responsibility for the lack of communication I have photos
Ms [redacted] ,You were never charged for caulking the flooring to the wall nor was there an agreement made to have that doneIt is not something that can be done as it would cause the floor to failIf you have questions about your bill please contact me and I can review it with youCaulking the top of the baseboard is done during every baseboard installation as it is the proper way to finish a baseboardWe are still willing to remove your baseboards so that you may sand and paint them and we will rehang them at no chargeYou were never contacted after [redacted] inspection because he addressed your questions and he thought you understood what he had explained to you-- Thank you, [redacted] Coles Fine Flooring [redacted] Phone [redacted] ex ***Fax [redacted]
Please see attached:We’re sorry that you’re not satisfied with our services and we have already refunded you in fullWe also did not charge you for the quarter round provided, carpet and tack strip removed and the underlayment installed and left on site after the cancelationThat totaled over $worth of labor and material that you have been left with at no charge in addition to your full refund.The flooring that we had begun installing is the color Country Maple that was on your contractOn Friday 7/22/following the 2nd day of installation we had already completed square feet of the laminate You called and told us that the product that was installed was not the color you wanted and we made arrangements to switch the color to Country Walnut for you at no chargeThe wall damage was due to this being a mobile home with old wood paneling that has wallpaper applied over itAt some point the wall paper was painted over and the carpeting was allowed to touch the paint while wet This resulted in the carpet knap sticking to the poorly adhered and now painted wallpaperWhen the carpeting was removed the wallpaper came out with itWe cannot be held responsible for someone else’s improperly completed workWe have included pictures of the painted wallpaper.After your demand for $could not be agreed to you were advised to speak to the General ManagerInstead you filed this Revdex.com complaint On Saturday 7/23/you came in and spoke to [redacted] the General ManagerShe refunded your deposit in full and canceled the contractShe did not bill you for the work done and material already supplied that totaled over $
Please see attached response.Thank you,*** *** *** ***Coles Fine Flooring***Phone *** ex ***Fax ***Ms***,You spoke to customer service on 10/31/and said you had wanted to have the floor caulked between the laminate
floor and the wall to prevent ants from coming inYou also did not want to have the top of the baseboard caulked but expected it to be flush against the wallYou made the installers remove the caulking at the top of the baseboardsYou wanted the baseboards to be removed and sanded so that you could repaint themThat is not a service Coles providesYou elected to have your existing baseboards removed from the wall and reinstalled after the new floor was inThe other option would have been to purchase new baseboards to install which would have been easier for you to paintWhen you spoke to customer service you demanded a credit*** *** in customer service said that she would have to have the floor inspected to assess the situationShe scheduled the inspection for 11/3/*** *** inspected the floor on 11/3/He explained that the removal and reinstallation of your baseboards had been done properlyThe floating laminate floor cannot be caulked between the end of the floor and the wall under the baseboard because it needs to have the expansion gapFilling that gap would cause the floor to fail in the futureThe tops of the baseboard had been caulked as they are supposed to be done after installation but you made the installers remove it and did not want it redoneSeeing as the work had been done properly and the inspector thought you grasped the situation as he explained it to you the file was closedYou have not attempted to contact Coles sinceThis Revdex.com complaint and threat to use social media is the first that we are being told you did not understand what he explained to youYou have not attempted to contact Coles since the inspection was donePer this complaint you have removed and reinstalled your own baseboards improperly after the inspection was doneColes cannot be held liable for your baseboards not lying properly since you did this yourselfIf you did caulk your floor between the ends of flooring and the wall we cannot be held liable for your floor failing in the future as would be expected if that has been doneThe amounts of money you are demanding are disproportionate to what you paid for the service that you are unsatisfied withThe removal and reinstall of the baseboards was $yet you are demanding $If you choose to complain on social media if we do not give you money that would be very disappointing however we will not be offering any refund as all services were done properlyWe do offer to come back and remove the baseboards so that you can sand and or paint them as you see fitWe will reinstall them and caulk the tops as they should be at no additional chargePlease contact *** the *** *** *** at *** if you would like to arrange the additional work
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear Once again Coles responds with misstatements and now outright lies unfortunately we are away from home and I can not compose a meaningful response on my iPad I will not be able to respond until late next week at the earliest.Sincerely,*** and *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Coles seems to think that they can stonewall there way out of this matterThey have yet to make a meaningful response Hopefully, the Revdex.com can be of some help. Please inform me as to what the next steps might be
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** And *** ***
The response from Cole's Fine Flooring of 4/27/16, was incomplete, unclear and contained misinformation. We requested justification (change orders) for the $2785.94, Cole's offered to supply copies. They stated that the poor grout job was removed and corrected, that never happened. They initially offered to send out a handyman to correct the issues at our expense, with the doors and door frames, apparently this offer still stands. The door to the downstairs bedroom fell off the list, but it won't close because it hits the top of the door frame. The Manager states we had numerous conversations, my notes reflect we had two conversations and a phone message. I attempted to contact the Manager on 4/29/16, but was unsuccessfulThe status of the carpet rebate was not addressed. The response also stated that the carpet seam was trimmed. It was "seams", and although better, still not greatThe only add on we were aware of was $to level the floor of the downstairs bedroom.We are truly surprised that a higher level of Cole's management has not attempted to contact us to resolve these issues by personally viewing the workmanship on this project
If you would like to speak to someone higher up you may contact *** *** the General ManagerShe has overseen the file and can speak to you directly if that is what you would likeNeither the door casings nor the door needing to be trimmed are the responsibility of ColesWe have made the offer to have someone take care of those and that still standsWe can provide you with a clear detailing of all of the additional charges that were signed for and performed*** can be reached at ***
Mr***,I’m so sorry you are frustratedI thought that everything was done to your satisfaction and that you understood what was included in your orders.On Jan 19, Coles trimmed the seam of the carpet that you were unhappy withWe removed the white caulking that had been applied next to
the white bath tub and replaced it with a color closer to the flooring at your requestThose were the only repairs that we were to doIf there are other areas that you are concerned with Coles was not made awareYou and I have had numerous conversationsYour other other concerns were not part of the installation process and need to be addressed by a handyman or a contractorI clarified that we did not remove the subfloor in the bathroomColes removed the hardibacker as it is attached to the tile that was pulled outThere is no way to pull out the tile and leave the hardibacker nor would it be correct to do soThe door casings now have a gap due to the height difference between the products you previously had and the products now installedThese issues are easily remedied by a contractor or a handyman.All of the additional work performed was signed off by your wifeI can provide you copies of your contracts and signed change orders authorizing the additional workYou were never charged for furniture moving on the vinyl installation so there is nothing to refund.We would like to offer to send a handyman to address your door casing and shave the door for you in hopes it may bring some satisfaction to you in this situationPlease contact *** at *** if you would like to take us up on this offer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The facts you present are not completePlease review my first letter. When I sat down with the sales person *** *** to complete the purchase I asked her if they could caulk from the floor to the wall to deter antsShe says yes this could be done for an additional feeI was charged this fee. I was told after the fact that this was not done because of the expansionI understood and asked them to remove the caulkingCaulking cracks over time. The mistake was done on your sales persons end not mineIf this had been explained up front I would have not allowed them to caulk at allYour company uses caulking to hide the flaws and damage removing baseboard can make if not done delicatelyWhich then did not. After the install on Oct 17, I called the sales person, *** ***She informed me she did not handle anything after installation and would have customer service callThey did notI called again after waiting almost weeksThis is the call on Octyou refer to in your letter. My conversation with Mr*** is as follows - He understood what I needed done moving forwardHe said he would do the work himselfHe also said (and I quote) "I will have customer service call you sooner than later to schedule." And so I waitedI filed with the Revdex.com. Not until I email Coles yesterday to tell them I filed with the Revdex.com, did I receive this responseOf which you still don't seem to comprehend or acknowledge. I was charged for something I didn't wantThe mistake falls with Coles and the sales personShe gave me information telling me they could caulk the wall to floor. From the beginning my experience with Coles customer service has been unprofessionalWaiting weeks for a response, only to receive one by contacted themI have not been able to function with my office furniture and computer in disarrayIt has cost me valuable time with my clientsI own businesses and would never think of not responding to a clients in a timely manner and be concerned with their needsColes has failed miserably. Purchased date 9/21/15Original installation date - 9/25/15 Cancelled by Coles soonest reset for 19/I had removed my furniture for the 9/install date. I called sales person same day or MondayWas told Customer service would call. I called again 10/31*** 11/3Not until now has Coles responded. And you think its not proportional? This is now Coles takes responsibility for their error? I asked that this issue is reviewed by higher management
Please see attached.Mr. [redacted],Coles has had a number of conversations with you, exchanged
letters and emails as well as a number of trips out to address every single one
of your concerns. We have been made aware by the crew chief Carlos that you
informed him it is your practice to complain about...
all work you have done in
your home until the company finishes your project and provides you a check. Coles
is not willing to do this. We have completed your floor per the contract and
given you numerous discounts along the way. Please see the information in the
last letter sent to you which I have included below.“This is in response to your letter dated April 13, 2015 in
which you request additional money be refunded to you. We are sorry that you do
not feel that your installation went as smoothly as expected and that you
erroneously thought the product you had selected was polyurethane finished. You
were made aware that the product was oil finished prior to installation and you
elected to have the floor installed. Coles has given you many monetary
accommodations during the process of this installation. We waived the tax,
provided a 10% material discount, upgraded you from Sika Glue to Sika 2 in 1
Moisture Barrier and Glue at no additional charge and did not charge you the
$80 per hour for your floor preparation. In all you received $1138.85 in
discounts. We have made all repairs that you have requested and provided you
with the oil refresher for your floor. After reviewing all of this information
Coles is respectfully denying your request for additional refunds.”Coles has completed the work for the floor you selected and
signed the contract for. We are not willing to renegotiate your contract after
the fact and will not be issuing any refunds.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I explain to you I have NOT caulked the floor to wall. Mr. [redacted] in very much mistaken. I am shocked that he would tell you this. Covering his own I suppose. Its so obvious that Coles, family owed, does not know how to communicate between its departments nor with its clients. If you read and understood my first letter you would already know that I sanded and painted already and that I did not use any caulking at all anywhere. I do not know any contractor who uses caulking on top of a base board. You use it to hide the defects. In several areas the floor is short and just shy of the base board showing the floor. I shake my head as to how this company does business in the manner. Considering everything. I fine it ironic that Coles can't even see fit to deduct the cost of the remove/ replace baseboards. How much is good will? Or the fact that you seem to want to avoid, which as a lack of response time or taking any responsibility for the lack of communication. I have photos.
Ms. [redacted],You were never charged for caulking the flooring to the wall nor was there an agreement made to have that done. It is not something that can be done as it would cause the floor to fail. If you have questions about your bill please contact me and I can review it with you. Caulking the top of the baseboard is done during every baseboard installation as it is the proper way to finish a baseboard. We are still willing to remove your baseboards so that you may sand and paint them and we will rehang them at no charge. You were never contacted after [redacted] inspection because he addressed your questions and he thought you understood what he had explained to you. -- Thank you,[redacted]Coles Fine Flooring[redacted]Phone [redacted] ex [redacted]Fax [redacted]
Please see attached:We’re sorry that you’re not satisfied with our services and
we have already refunded you in full. We also did not charge you for the
quarter round provided, carpet and tack strip removed and the underlayment
installed and left on site after the cancelation. That totaled over...
$1400 worth
of labor and material that you have been left with at no charge in addition to
your full refund.The flooring that we had begun installing is the color Country
Maple that was on your contract. On Friday 7/22/16 following the 2nd day of installation we had already completed 400 square feet of the laminate.
You called and told us that the product that was installed was not the color
you wanted and we made arrangements to switch the color to Country Walnut for
you at no charge. The wall damage was due to this being a mobile home with old
wood paneling that has wallpaper applied over it. At some point the wall paper
was painted over and the carpeting was allowed to touch the paint while wet.
This resulted in the carpet knap sticking to the poorly adhered and now painted
wallpaper. When the carpeting was removed the wallpaper came out with it. We
cannot be held responsible for someone else’s improperly completed work. We
have included pictures of the painted wallpaper.After your demand for $1000 could not be agreed to you were
advised to speak to the General Manager. Instead you filed this Revdex.com complaint.
On Saturday 7/23/16 you came in and spoke to [redacted] the General Manager. She
refunded your deposit in full and canceled the contract. She did not bill you
for the work done and material already supplied that totaled over $1400.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I explain to you I have NOT caulked the floor to wallMr [redacted] in very much mistakenI am shocked that he would tell you thisCovering his own I supposeIts so obvious that Coles, family owed, does not know how to communicate between its departments nor with its clientsIf you read and understood my first letter you would already know that I sanded and painted already and that I did not use any caulking at all anywhereI do not know any contractor who uses caulking on top of a base boardYou use it to hide the defectsIn several areas the floor is short and just shy of the base board showing the floorI shake my head as to how this company does business in the mannerConsidering everythingI fine it ironic that Coles can't even see fit to deduct the cost of the remove/ replace baseboardsHow much is good will? Or the fact that you seem to want to avoid, which as a lack of response time or taking any responsibility for the lack of communication I have photos
Ms [redacted] ,You were never charged for caulking the flooring to the wall nor was there an agreement made to have that doneIt is not something that can be done as it would cause the floor to failIf you have questions about your bill please contact me and I can review it with youCaulking the top of the baseboard is done during every baseboard installation as it is the proper way to finish a baseboardWe are still willing to remove your baseboards so that you may sand and paint them and we will rehang them at no chargeYou were never contacted after [redacted] inspection because he addressed your questions and he thought you understood what he had explained to you-- Thank you, [redacted] Coles Fine Flooring [redacted] Phone [redacted] ex ***Fax [redacted]
Please see attached:We’re sorry that you’re not satisfied with our services and we have already refunded you in fullWe also did not charge you for the quarter round provided, carpet and tack strip removed and the underlayment installed and left on site after the cancelationThat totaled over $worth of labor and material that you have been left with at no charge in addition to your full refund.The flooring that we had begun installing is the color Country Maple that was on your contractOn Friday 7/22/following the 2nd day of installation we had already completed square feet of the laminate You called and told us that the product that was installed was not the color you wanted and we made arrangements to switch the color to Country Walnut for you at no chargeThe wall damage was due to this being a mobile home with old wood paneling that has wallpaper applied over itAt some point the wall paper was painted over and the carpeting was allowed to touch the paint while wet This resulted in the carpet knap sticking to the poorly adhered and now painted wallpaperWhen the carpeting was removed the wallpaper came out with itWe cannot be held responsible for someone else’s improperly completed workWe have included pictures of the painted wallpaper.After your demand for $could not be agreed to you were advised to speak to the General ManagerInstead you filed this Revdex.com complaint On Saturday 7/23/you came in and spoke to [redacted] the General ManagerShe refunded your deposit in full and canceled the contractShe did not bill you for the work done and material already supplied that totaled over $
Please see attached response.Thank you,*** *** *** ***Coles Fine Flooring***Phone *** ex ***Fax ***Ms***,You spoke to customer service on 10/31/and said you had wanted to have the floor caulked between the laminate
floor and the wall to prevent ants from coming inYou also did not want to have the top of the baseboard caulked but expected it to be flush against the wallYou made the installers remove the caulking at the top of the baseboardsYou wanted the baseboards to be removed and sanded so that you could repaint themThat is not a service Coles providesYou elected to have your existing baseboards removed from the wall and reinstalled after the new floor was inThe other option would have been to purchase new baseboards to install which would have been easier for you to paintWhen you spoke to customer service you demanded a credit*** *** in customer service said that she would have to have the floor inspected to assess the situationShe scheduled the inspection for 11/3/*** *** inspected the floor on 11/3/He explained that the removal and reinstallation of your baseboards had been done properlyThe floating laminate floor cannot be caulked between the end of the floor and the wall under the baseboard because it needs to have the expansion gapFilling that gap would cause the floor to fail in the futureThe tops of the baseboard had been caulked as they are supposed to be done after installation but you made the installers remove it and did not want it redoneSeeing as the work had been done properly and the inspector thought you grasped the situation as he explained it to you the file was closedYou have not attempted to contact Coles sinceThis Revdex.com complaint and threat to use social media is the first that we are being told you did not understand what he explained to youYou have not attempted to contact Coles since the inspection was donePer this complaint you have removed and reinstalled your own baseboards improperly after the inspection was doneColes cannot be held liable for your baseboards not lying properly since you did this yourselfIf you did caulk your floor between the ends of flooring and the wall we cannot be held liable for your floor failing in the future as would be expected if that has been doneThe amounts of money you are demanding are disproportionate to what you paid for the service that you are unsatisfied withThe removal and reinstall of the baseboards was $yet you are demanding $If you choose to complain on social media if we do not give you money that would be very disappointing however we will not be offering any refund as all services were done properlyWe do offer to come back and remove the baseboards so that you can sand and or paint them as you see fitWe will reinstall them and caulk the tops as they should be at no additional chargePlease contact *** the *** *** *** at *** if you would like to arrange the additional work
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear Once again Coles responds with misstatements and now outright lies unfortunately we are away from home and I can not compose a meaningful response on my iPad I will not be able to respond until late next week at the earliest.Sincerely,*** and *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Coles seems to think that they can stonewall there way out of this matterThey have yet to make a meaningful response Hopefully, the Revdex.com can be of some help. Please inform me as to what the next steps might be
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** And *** ***
The response from Cole's Fine Flooring of 4/27/16, was incomplete, unclear and contained misinformation. We requested justification (change orders) for the $2785.94, Cole's offered to supply copies. They stated that the poor grout job was removed and corrected, that never happened. They initially offered to send out a handyman to correct the issues at our expense, with the doors and door frames, apparently this offer still stands. The door to the downstairs bedroom fell off the list, but it won't close because it hits the top of the door frame. The Manager states we had numerous conversations, my notes reflect we had two conversations and a phone message. I attempted to contact the Manager on 4/29/16, but was unsuccessfulThe status of the carpet rebate was not addressed. The response also stated that the carpet seam was trimmed. It was "seams", and although better, still not greatThe only add on we were aware of was $to level the floor of the downstairs bedroom.We are truly surprised that a higher level of Cole's management has not attempted to contact us to resolve these issues by personally viewing the workmanship on this project
If you would like to speak to someone higher up you may contact *** *** the General ManagerShe has overseen the file and can speak to you directly if that is what you would likeNeither the door casings nor the door needing to be trimmed are the responsibility of ColesWe have made the offer to have someone take care of those and that still standsWe can provide you with a clear detailing of all of the additional charges that were signed for and performed*** can be reached at ***
Mr***,I’m so sorry you are frustratedI thought that everything was done to your satisfaction and that you understood what was included in your orders.On Jan 19, Coles trimmed the seam of the carpet that you were unhappy withWe removed the white caulking that had been applied next to
the white bath tub and replaced it with a color closer to the flooring at your requestThose were the only repairs that we were to doIf there are other areas that you are concerned with Coles was not made awareYou and I have had numerous conversationsYour other other concerns were not part of the installation process and need to be addressed by a handyman or a contractorI clarified that we did not remove the subfloor in the bathroomColes removed the hardibacker as it is attached to the tile that was pulled outThere is no way to pull out the tile and leave the hardibacker nor would it be correct to do soThe door casings now have a gap due to the height difference between the products you previously had and the products now installedThese issues are easily remedied by a contractor or a handyman.All of the additional work performed was signed off by your wifeI can provide you copies of your contracts and signed change orders authorizing the additional workYou were never charged for furniture moving on the vinyl installation so there is nothing to refund.We would like to offer to send a handyman to address your door casing and shave the door for you in hopes it may bring some satisfaction to you in this situationPlease contact *** at *** if you would like to take us up on this offer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The facts you present are not completePlease review my first letter. When I sat down with the sales person *** *** to complete the purchase I asked her if they could caulk from the floor to the wall to deter antsShe says yes this could be done for an additional feeI was charged this fee. I was told after the fact that this was not done because of the expansionI understood and asked them to remove the caulkingCaulking cracks over time. The mistake was done on your sales persons end not mineIf this had been explained up front I would have not allowed them to caulk at allYour company uses caulking to hide the flaws and damage removing baseboard can make if not done delicatelyWhich then did not. After the install on Oct 17, I called the sales person, *** ***She informed me she did not handle anything after installation and would have customer service callThey did notI called again after waiting almost weeksThis is the call on Octyou refer to in your letter. My conversation with Mr*** is as follows - He understood what I needed done moving forwardHe said he would do the work himselfHe also said (and I quote) "I will have customer service call you sooner than later to schedule." And so I waitedI filed with the Revdex.com. Not until I email Coles yesterday to tell them I filed with the Revdex.com, did I receive this responseOf which you still don't seem to comprehend or acknowledge. I was charged for something I didn't wantThe mistake falls with Coles and the sales personShe gave me information telling me they could caulk the wall to floor. From the beginning my experience with Coles customer service has been unprofessionalWaiting weeks for a response, only to receive one by contacted themI have not been able to function with my office furniture and computer in disarrayIt has cost me valuable time with my clientsI own businesses and would never think of not responding to a clients in a timely manner and be concerned with their needsColes has failed miserably. Purchased date 9/21/15Original installation date - 9/25/15 Cancelled by Coles soonest reset for 19/I had removed my furniture for the 9/install date. I called sales person same day or MondayWas told Customer service would call. I called again 10/31*** 11/3Not until now has Coles responded. And you think its not proportional? This is now Coles takes responsibility for their error? I asked that this issue is reviewed by higher management
Our stance on the situation has not changed. We can not renegotiate our contract after the installation has been completed.
Please see attached.Mr. [redacted],Coles has had a number of conversations with you, exchanged
letters and emails as well as a number of trips out to address every single one
of your concerns. We have been made aware by the crew chief Carlos that you
informed him it is your practice to complain about...
all work you have done in
your home until the company finishes your project and provides you a check. Coles
is not willing to do this. We have completed your floor per the contract and
given you numerous discounts along the way. Please see the information in the
last letter sent to you which I have included below.“This is in response to your letter dated April 13, 2015 in
which you request additional money be refunded to you. We are sorry that you do
not feel that your installation went as smoothly as expected and that you
erroneously thought the product you had selected was polyurethane finished. You
were made aware that the product was oil finished prior to installation and you
elected to have the floor installed. Coles has given you many monetary
accommodations during the process of this installation. We waived the tax,
provided a 10% material discount, upgraded you from Sika Glue to Sika 2 in 1
Moisture Barrier and Glue at no additional charge and did not charge you the
$80 per hour for your floor preparation. In all you received $1138.85 in
discounts. We have made all repairs that you have requested and provided you
with the oil refresher for your floor. After reviewing all of this information
Coles is respectfully denying your request for additional refunds.”Coles has completed the work for the floor you selected and
signed the contract for. We are not willing to renegotiate your contract after
the fact and will not be issuing any refunds.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I explain to you I have NOT caulked the floor to wall. Mr. [redacted] in very much mistaken. I am shocked that he would tell you this. Covering his own I suppose. Its so obvious that Coles, family owed, does not know how to communicate between its departments nor with its clients. If you read and understood my first letter you would already know that I sanded and painted already and that I did not use any caulking at all anywhere. I do not know any contractor who uses caulking on top of a base board. You use it to hide the defects. In several areas the floor is short and just shy of the base board showing the floor. I shake my head as to how this company does business in the manner. Considering everything. I fine it ironic that Coles can't even see fit to deduct the cost of the remove/ replace baseboards. How much is good will? Or the fact that you seem to want to avoid, which as a lack of response time or taking any responsibility for the lack of communication. I have photos.
Ms. [redacted],You were never charged for caulking the flooring to the wall nor was there an agreement made to have that done. It is not something that can be done as it would cause the floor to fail. If you have questions about your bill please contact me and I can review it with you. Caulking the top of the baseboard is done during every baseboard installation as it is the proper way to finish a baseboard. We are still willing to remove your baseboards so that you may sand and paint them and we will rehang them at no charge. You were never contacted after [redacted] inspection because he addressed your questions and he thought you understood what he had explained to you. -- Thank you,[redacted]Coles Fine Flooring[redacted]Phone [redacted] ex [redacted]Fax [redacted]
Please see attached:We’re sorry that you’re not satisfied with our services and
we have already refunded you in full. We also did not charge you for the
quarter round provided, carpet and tack strip removed and the underlayment
installed and left on site after the cancelation. That totaled over...
$1400 worth
of labor and material that you have been left with at no charge in addition to
your full refund.The flooring that we had begun installing is the color Country
Maple that was on your contract. On Friday 7/22/16 following the 2nd day of installation we had already completed 400 square feet of the laminate.
You called and told us that the product that was installed was not the color
you wanted and we made arrangements to switch the color to Country Walnut for
you at no charge. The wall damage was due to this being a mobile home with old
wood paneling that has wallpaper applied over it. At some point the wall paper
was painted over and the carpeting was allowed to touch the paint while wet.
This resulted in the carpet knap sticking to the poorly adhered and now painted
wallpaper. When the carpeting was removed the wallpaper came out with it. We
cannot be held responsible for someone else’s improperly completed work. We
have included pictures of the painted wallpaper.After your demand for $1000 could not be agreed to you were
advised to speak to the General Manager. Instead you filed this Revdex.com complaint.
On Saturday 7/23/16 you came in and spoke to [redacted] the General Manager. She
refunded your deposit in full and canceled the contract. She did not bill you
for the work done and material already supplied that totaled over $1400.