This project included two phases. The first phase included carpeting and window treatments purchased in June 2014. The work for this was completed partially in 2014 and the rest in August 2015 due to a general contractor doing the re-model in stages. The second phase (order) for window...
treatments was never officially placed by the customer. We require a signed contract and a down payment on special completed partially in 2014 and the rest in August 2015 due to a general contractor doing the re-model in stages. We require a signed contract and a down payment on special order items such as custom fitted window treatments. The customer deposit and required signed contract were never completed by the customer. This customer was using a local designer to assist in coordinating the schedule of installations and aid her in the selecting of product. Along 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 customer. For example, we installed carpet in an area that adjoined a bathroom. The bathroom had been recently completed and the GC had installed ceramic tile on the floor and a new door. The 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 completed. By turning the door to face the other direction it left a void where the newly installed carpet ended. The only way for that situation to be corrected is to seam more carpet on because it was already cut and finished. In another area, a hallway and bedroom was to receive new carpet. The hallway and the bedroom had a W' height difference in the doorway. The 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 CRI105 Standard for installation of residential carpet section 7.1 substrate conditions). Consequently the carpet could not be seamed together in the normal fashion and had to be finished differently rather than using hot melt tape (refer to attachment CRI105 Standard for installation of residential carpet section 10.3.1 Proper seam characteristics). There could not be an inconspicuous seam at this doorway due to the height difference ofthe rooms. As for any other rooms with carpet seams, we do not nor does any installation company guarantee invisible seams. There 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 105 Standard for installation of residential carpet section 10.4 Proper seam characteristics). The shutter that the customer is referring to is a factory made shutter. The hinges are not delivered and installed by us. They are pre-installed at the factory in the color that was ordered by thecustomer. The customer decided later that she wanted a different color hinge. The shutter is made perfectly square at the factory. Shutters 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 naturally. Due to factors not in our control such as aging homes, shifting foundations and less than perfect construction the window was not perfectly square. This means that the gap that surrounds the perfectly square shutter will not be consistent on all sides. Our staff and installer re~visited the site on a couple of other occasions to follow up on the customer's concerns. He made some minor adjustments to the shutter in question by shimming the hinges slightly. He 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 square. I have included two pictures of the shutter that this customer is referring to. The pictures are of the shutter installed in their existing window frame. In the pictures, you can see that the two shutters align evenly when closed and the spacing is normal. You 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 square. We 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 responsibility. None of the attempts that we made to satisfy this customer were ever enough to satisfy their expectations. Filing 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.
First off, we would like to apologize to [redacted] for her troubles. [redacted] is correct about the information that she has listed. She purchased furniture 7/24/2014 and took delivery on 8/19/2014. She also purchased an extended warranty protection on her items. She phoned us in November 2015 to tell...
us about a problem with one of the furniture items. We 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 finalize. We explained this to [redacted] and told her that we would replace the sofa that needed repaired. We also told her the warranty would be re-entered and that she would have coverage on all the items she purchased. The sofa was ordered by Moran's Floor Store in late November but had a production delay due to fabric availability. The sofa was recently received by us and is set to deliver to [redacted] on Friday 2/5/2016 along with the extended warranty contract. Again we would like to apologize to you [redacted] for any inconvenience that this may have caused you or your family. Thank You
This project included two phases. The first phase included carpeting and window treatments purchased in June 2014. The work for this was completed partially in 2014 and the rest in August 2015 due to a general contractor doing the re-model in stages. The second phase (order) for window...
treatments was never officially placed by the customer. We require a signed contract and a down payment on special completed partially in 2014 and the rest in August 2015 due to a general contractor doing the re-model in stages. We require a signed contract and a down payment on special order items such as custom fitted window treatments. The customer deposit and required signed contract were never completed by the customer. This customer was using a local designer to assist in coordinating the schedule of installations and aid her in the selecting of product. Along 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 customer. For example, we installed carpet in an area that adjoined a bathroom. The bathroom had been recently completed and the GC had installed ceramic tile on the floor and a new door. The 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 completed. By turning the door to face the other direction it left a void where the newly installed carpet ended. The only way for that situation to be corrected is to seam more carpet on because it was already cut and finished. In another area, a hallway and bedroom was to receive new carpet. The hallway and the bedroom had a W' height difference in the doorway. The 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 CRI105 Standard for installation of residential carpet section 7.1 substrate conditions). Consequently the carpet could not be seamed together in the normal fashion and had to be finished differently rather than using hot melt tape (refer to attachment CRI105 Standard for installation of residential carpet section 10.3.1 Proper seam characteristics). There could not be an inconspicuous seam at this doorway due to the height difference ofthe rooms. As for any other rooms with carpet seams, we do not nor does any installation company guarantee invisible seams. There 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 105 Standard for installation of residential carpet section 10.4 Proper seam characteristics). The shutter that the customer is referring to is a factory made shutter. The hinges are not delivered and installed by us. They are pre-installed at the factory in the color that was ordered by thecustomer. The customer decided later that she wanted a different color hinge. The shutter is made perfectly square at the factory. Shutters 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 naturally. Due to factors not in our control such as aging homes, shifting foundations and less than perfect construction the window was not perfectly square. This means that the gap that surrounds the perfectly square shutter will not be consistent on all sides. Our staff and installer re~visited the site on a couple of other occasions to follow up on the customer's concerns. He made some minor adjustments to the shutter in question by shimming the hinges slightly. He 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 square. I have included two pictures of the shutter that this customer is referring to. The pictures are of the shutter installed in their existing window frame. In the pictures, you can see that the two shutters align evenly when closed and the spacing is normal. You 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 square. We 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 responsibility. None of the attempts that we made to satisfy this customer were ever enough to satisfy their expectations. Filing 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.
First off, we would like to apologize to [redacted] for her troubles. [redacted] is correct about the information that she has listed. She purchased furniture 7/24/2014 and took delivery on 8/19/2014. She also purchased an extended warranty protection on her items. She phoned us in November 2015 to tell...
us about a problem with one of the furniture items. We 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 finalize. We explained this to [redacted] and told her that we would replace the sofa that needed repaired. We also told her the warranty would be re-entered and that she would have coverage on all the items she purchased. The sofa was ordered by Moran's Floor Store in late November but had a production delay due to fabric availability. The sofa was recently received by us and is set to deliver to [redacted] on Friday 2/5/2016 along with the extended warranty contract. Again we would like to apologize to you [redacted] for any inconvenience that this may have caused you or your family. Thank You