Midwest Floor Co

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 Sincerely, [redacted]

Re: Case # [redacted] ( [redacted] )To Whom It May Concern, This is in response to the customer complaint from [redacted] dated December 30, Ms [redacted] purchased a [redacted] Porcelein tile from us that was installed on January 15, At the time of the installation there were no defects in the material During this timeframe we also installed a hardwood floor in January of the same year in her kitchen Ms [redacted] called in on January 17, to discuss an issue on the inspected job personally on January 21, and did see that we needed to replace one board in her kitchen At the time of my inspection, I asked her if I could look at the floor in the master bedroom as well I noticed that my installer didn't caulk around the toilet and advised her that he would do that when he came out to repair the kitchen floor She said everything else looked great We went out and completed the repair on the hardwood floor along with caulking the toilet on January 27, We didn't hear anything from Ms [redacted] until early in We discussed her cleaning methods and put her in contact with the manufacturer to get their recommendations She called in about two months later and stated the issue was still happening We filed a claim with [redacted] (manufacturer) at this point because this is a product warranty and not a labor issue [redacted] asked us on 5/17/for a copy of the purchase invoice which we sent to them right away Ms [redacted] was advised of this process and was also explained at this time that us looking at the floor wouldn't correct or fix the issue because this is warranty complaint with the manufacturer which we are not Around the end of May of we received a call from [redacted] stating that the claim was denied because it wasn't a product defect and they would send a letter to the homeowner advising of such To sum up, myself and Mid-West Floor took every step to try and help detect what was causing her issues and get them corrected It was determined by the manufacturer that the product is not defective but that the spots are related to the cleaning methods or water spots due to it being installed in a bathroom Sincerely, [redacted] ***President and CEO

To whom it may concern, I have spoken with the customer and agreed to waive the $additional charge as a customer accommodation. This matter should be considered resolved. Thanks Sincerely,*** ***

February 17, 2017RE: Case # *** (*** ***)To Whom it May Concern, This is in response to the customer complaint from *** *** dated February 16,2017. Mrs*** purchased Masland Cervantes carpet
along with American Olean ceramic tile from us to be installed in her home on October 3, 2014. The tile portion of her contract was completed on October 27, and the carpet portion completed on December 5, 2014. This job in its entirety was invoiced on December 8, and would be the date that the warranty portion would start. It has been roughly years and months since this job was completed and this is the first time we have heard from the consumer with regards to any issues related to the products or installation. I personally went and inspected the job on February 16, per the consumers request. The tile issue that she is complaining about is consistent with damage that occurs if something heavy is dropped on a tile. The one in question is located in her kitchen next to the island and its clearly obvious that something was dropped on the tile and caused this tile to chip. I explained this to the homeowner on February 16, and offered her a discounted rate to fix the issue. This would be a chargeable repair since it is not a product defect nor does it fall within our one year labor warranty as stated on the terms and conditions portion of our contract that the homeowner initialed and dated on October 3, On the carpet portion, the consumers complaint is that the wrong padding type was installed and she is not happy with the appearance of the seams in the family room. I have attached a document from the manufacturer and highlighted the recommended pad by them. We installed a ounce synthetic fiber pad which falls between the manufacturer's recommendation of 28-ounces. It also states that cushion that is too thick or too soft may cause damage to the carpet and that is why this type of padding is recommended for the carpet that she selected. With regards to the seams, I inspected the seams personally on February 16, and found the craftsmanship on the seam to be done extremely well. This low profile type of carpet is more susceptible to seams being visible per the manufacturer and no seam is guaranteed not to be visible when it comes to carpet installation. Regardless of this, this complaint on installation is clearly beyond the one year labor warranty which was listed on our terms and conditions page that the homeowner initialed on October 3, 2014. If the installation was bad, why would it take a homeowner who has occupied the home on a daily basis since installation over two years to call in a complaint? Based on the above information along with the supporting documentation, it clearly shows that Mid-West Floor went above and beyond to try and assist this homeowner while maintaining our contractual agreement that both the homeowner and a representative from Mid-West Floor signed. Sincerely,*** ** ***President and CEO

January 25, 2017Dispute Resolution DepartmentRevdex.comNBroadway Ste 2060StLouis, MO 63102ID ***To whom it may concern:I am following up on *** ***'s correspondence. I called *** *** about every six months beginning in 2014, after I began noticing the water spots. When I purchased the floor, Midwest gave me the cleaner hey recommended for my floor. It is Armstrong's Once & Done. There is a label on the side of the spray bottle saying, "Midwest Floor and includes their addresses." After calling several times I was told to call ***, the manufacturer. *** told me their porcelain floors hadn't been tested with Armstrong's Once & Done. This upset me and I began cleaning with water in a spray bottle. Once & Done or water were also recommended by the Midwest installer. Porcelain is very popular in baths. My salesperson knew I was putting porcelain in my master bath. I asked lots of questions. She didn't suggest an alternote better for baths.To sum up, Mr***'s last paragraph says the manufacturer states problems are related to cleaning methods I used the Once & Done given to me by Midwest Floor as described above. I am very upset I paid almost $for a bathroom floor, that has permanent water spots

Re: Case # [redacted])To Whom It May Concern, This is in response to the customer complaint from [redacted] dated December 30, 2016.  Ms. [redacted] purchased a [redacted] Porcelein tile from us that was installed on January 15, 2014.  At the time of the installation there...

were no defects in the material.  During this timeframe we also installed a hardwood floor in January of the same year in her kitchen.  Ms. [redacted] called in on January 17, 2014 to discuss an issue on the inspected job personally on January 21, 2014 and did see that we needed to replace one board in her kitchen.  At the time of my inspection, I asked her if I could look at the floor in the master bedroom as well.  I noticed that my installer didn't caulk around the toilet and advised her that he would do that when he came out to repair the kitchen floor.  She said everything else looked great.  We went out and completed the repair on the hardwood floor along with caulking the toilet on January 27, 2014.  We didn't hear anything from Ms. [redacted] until early in 2016.  We discussed her cleaning methods and put her in contact with the manufacturer to get their recommendations.  She called in about two months later and stated the issue was still happening.  We filed a claim with [redacted] (manufacturer) at this point because this is a product warranty and not a labor issue.  [redacted] asked us on 5/17/2016 for a copy of the purchase invoice which we sent to them right away.  Ms. [redacted] was advised of this process and was also explained at this time that us looking at the floor wouldn't correct or fix the issue because this is warranty complaint with the manufacturer which we are not.  Around the end of May of 2016 we received a call from [redacted] stating that the claim was denied because it wasn't a product defect and they would send a letter to the homeowner advising of such.  To sum up, myself and Mid-West Floor took every step to try and help detect what was causing her issues and get them corrected.  It was determined by the manufacturer that the product is not defective but that the spots are related to the cleaning methods or water spots due to it being installed in a bathroom.   Sincerely, [redacted]President and CEO

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.
Sincerely,
[redacted]

This is in response to the customer complaint from Dr. [redacted] dated 10/24/16 and received in my office on 10/28/16. We started the installation of her carpet on Friday, October 21st. The job was scheduled with the customer to start at 8:00 a.m. which my installers were present but the customer didn't...

show up to the property until after 9:00. In order to let my installers in, she requested their driver's license and took a photograph on her phone which is highly unusual. During installation on Friday, the installers realized they were going to be short wood because the sales associate made a mistake and only accounted for one closet instead of two closets. While we are disappointed in this mistake, it is part of the business and we work to rectify these as quickly as possible. We ordered the additional 3 boxes of wood on Friday the 21st, however the wood is a high quality Canadian wood that is made to order and won't be available until the end of November. The homeowner was aware that the installers would be back on Monday at 8:00 to finish installing the wood on the job and remove their tools. The homeowner didn't show up on Monday morning at the jobsite so I personally called her. She said she didn't trust the installers, wouldn't let them in her house, accused them of covering her vents up on purpose and accused them of stealing wood and saying that is why we are short. I explained that the installers have worked for me for several years and they wouldn't ever do anything on purpose nor would they steal material from a jobsite. I also said that an easy way to tell if a vent was covered up was to see how many registers are there and if there is an extra then we accidentally covered one up and the process to find one is to turn on the heat and you will feel it through the wood. She said she disagreed with this philosophy and wanted us to tear out the ceiling in the basement to follow duct work which is completely unnecessary in my opinion. She said she couldn't believe that I would defend my employees. I finally calmed her down and requested for her to go to the home and let my installers in just so they could get their tools, she said ok. After an hour went by, she still didn't come to the jobsite. Finally, she agreed to meet the sales associate there and unlock the door so we could remove our tools. I called her later that afternoon and again on Tuesday to advise of the ETA on the shortage and schedule the installation and have not gotten a response from her. She is an extremely difficult customer, with no punctuality who doesn't show up to the jobsite when she agrees to and will not return calls to allow us to correct any issues she has.