Moran's Floor Store

First off, we would like to apologize to [redacted] for her troubles [redacted] is correct about the information that she has listedShe purchased furniture 7/24/and took delivery on 8/19/She also purchased an extended warranty protection on her itemsShe phoned us in November to tell us about a problem with one of the furniture itemsWe researched her order and found that her furniture warranty was entered in to the warranty company's system but due to a data entry error, the contract did not finalizeWe explained this to [redacted] and told her that we would replace the sofa that needed repairedWe also told her the warranty would be re-entered and that she would have coverage on all the items she purchasedThe sofa was ordered by Moran's Floor Store in late November but had a production delay due to fabric availabilityThe sofa was recently received by us and is set to deliver to [redacted] on Friday 2/5/along with the extended warranty contractAgain we would like to apologize to you [redacted] for any inconvenience that this may have caused you or your familyThank You

This project included two phasesThe first phase included carpeting and window treatments purchased in June The work for this was completed partially in and the rest in August due to a general contractor doing the re-model in stagesThe second phase (order) for window
treatments was never officially placed by the customerWe require a signed contract and a down payment on special completed partially in and the rest in August due to a general contractor doing the re-model in stagesWe require a signed contract and a down payment on special order items such as custom fitted window treatmentsThe customer deposit and required signed contract were never completed by the customerThis customer was using a local designer to assist in coordinating the schedule of installations and aid her in the selecting of productAlong with the fact that the customer kept changing their mindon many things, there also appeared to be a lot of communication issues between the designer and the customerFor example, we installed carpet in an area that adjoined a bathroomThe bathroom had been recently completed and the GC had installed ceramic tile on the floor and a new doorThe designer called us at a later date and said the homeowner was not happy with the way the door was swinging and they had to turn the door completely around and needed us to re-finish the carpet edge of the carpet we had just completedBy turning the door to face the other direction it left a void where the newly installed carpet endedThe only way for that situation to be corrected is to seam more carpet on because it was already cut and finishedIn another area, a hallway and bedroom was to receive new carpetThe hallway and the bedroom had a W' height difference in the doorwayThe designer and/or GC did not want to put the appropriate plywood in the hallway to make the hall and bedroom equal heights (refer to attachment CRIStandard for installation of residential carpet section substrate conditions)Consequently the carpet could not be seamed together in the fashion and had to be finished differently rather than using hot melt tape (refer to attachment CRIStandard for installation of residential carpet section Proper seam characteristics)There could not be an inconspicuous seam at this doorway due to the height difference ofthe roomsAs for any other rooms with carpet seams, we do not nor does any installation company guarantee invisible seamsThere are many factors that affect the visibility of a carpet seam including reflection of light, carpet color, carpet construction type and levelness of the subfloor (refer to attachment CRI Standard for installation of residential carpet section Proper seam characteristics)The shutter that the customer is referring to is a factory made shutterThe hinges are not delivered and installed by usThey are pre-installed at the factory in the color that was ordered by thecustomerThe customer decided later that she wanted a different color hingeThe shutter is made perfectly square at the factoryShutters are designed to "float" with a small gap on all sides that accommodates for small variations in window square-ness and allow wood to swell and shrink as it does naturallyDue to factors not in our control such as aging homes, shifting foundations and less than perfect construction the window was not perfectly squareThis means that the gap that surrounds the perfectly square shutter will not be consistent on all sidesOur staff and installer re~visited the site on a couple of other occasions to follow up on the customer's concernsHe made some minor adjustments to the shutter in question by shimming the hinges slightlyHe also explained to the customer's Designer that the window was shaped like a trapezoid and the shutters are square so the gaps on all sides couldnot technically end up exactly the same unless their carpenter re-framed the entire window to make it squareI have included two pictures of the shutter that this customer is referring toThe pictures are of the shutter installed in their existing window frameIn the pictures, you can see that the two shutters align evenly when closed and the spacing is normalYou will also see that the spacing between the window frame and the outside of the shutters is not and cannot be equal because the window frame is not squareWe did not build the window frame and it was not in our contract to do so but rather any work such as this would have been the GC's responsibilityNone of the attempts that we made to satisfy this customer were ever enough to satisfy their expectationsFiling fees and attorney fees were added to the balance due by the customer because of the costs that we incurred to collect our final payment

We are very sorry to hear that Ms*** is dissatisfied with her purchase. We do However; think that this Revdex.com complaint has been directed at the wrong businessMoran’s Floor Store offers a program to all of our furniture purchasers that is completely optional to our
customersIt gives the consumer, the option to buy a year extended warranty protection plan on their furniture item/sThis is a third party warranty protection plan that is written and administered by a National company called SafewareMoran’s Floor Store in no way makes any determination on what is covered or not covered under the warranty planWhen a customer chooses to purchase the warranty coverage through us (the sales representative), they receive a point of sale handout (see attached) that explains the details of what is covered and what is notWhen the customer actually takes delivery of the furniture they also receive a Safeware contract printout (see attached)This contract specifies the furniture item/s that are covered in the contract, a contract number, the retail price of which they paid for their item, the cost of the coverage, a phone number for Safeware customer service, the expiration date of the coverage and the terms of coverage When Safeware approves or denies a claim, Moran’s Floor Store is not given any extra information or reason for the claim; we are only given a general synopsis of approval or denialAfter the customer was denied coverage from Safeware, they did not attempt to contact Moran’s Floor Store in any way to try to resolve anything, therefore we were completely unaware of the issue until the Revdex.com reached out to usIn this case, we did end up reaching out to Safeware to request additional information regarding this claim to see what their determination was for denialThey deemed the furniture to be wear and tear over a period of time rather than a one-time accidental pet damage incidentSafeware then forwarded us the pictures the customer had sent to themAt Moran’s Floor Store our customer’s satisfaction is our #priority so we would like to offer to split the cost of cushion cover replacements for the seat cushionsMs*** states that she would like a refund of her $for the cost of the extended warranty coverageThough we are unable to cancel her coverage and issue a refund, she can call the warranty company and request it to be cancelledShe would then get a prorated refund from the insurance company Safeware

First off, we would like to apologize to *** for her troubles*** is correct about the information that she has listedShe purchased furniture 7/24/and took delivery on 8/19/She also purchased an extended warranty protection on her itemsShe phoned us in November to tell us
about a problem with one of the furniture itemsWe researched her order and found that her furniture warranty was entered in to the warranty company's system but due to a data entry error, the contract did not finalizeWe explained this to *** and told her that we would replace the sofa that needed repairedWe also told her the warranty would be re-entered and that she would have coverage on all the items she purchasedThe sofa was ordered by Moran's Floor Store in late November but had a production delay due to fabric availabilityThe sofa was recently received by us and is set to deliver to *** on Friday 2/5/along with the extended warranty contractAgain we would like to apologize to you *** for any inconvenience that this may have caused you or your familyThank You

First off, we would like to apologize to *** for her troubles*** is correct about the information that she has listedShe purchased furniture 7/24/and took delivery on 8/19/She also purchased an extended warranty protection on her itemsShe phoned us in November to tell
us about a problem with one of the furniture itemsWe researched her order and found that her furniture warranty was entered in to the warranty company's system but due to a data entry error, the contract did not finalizeWe explained this to *** and told her that we would replace the sofa that needed repairedWe also told her the warranty would be re-entered and that she would have coverage on all the items she purchasedThe sofa was ordered by Moran's Floor Store in late November but had a production delay due to fabric availabilityThe sofa was recently received by us and is set to deliver to *** on Friday 2/5/along with the extended warranty contractAgain we would like to apologize to you *** for any inconvenience that this may have caused you or your familyThank You