MP Caroll Hardwood

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below An in-home meeting is not necessary and would be pointless I do not and did not hear a shred of sincere regret or apology for that matter A meeting at my residence would just be more of the same We've aready discussed all of this, and further discussions would just lead to the same rhetoric and the same defense of your company for the pitiful service and subpar performance of your staff Case in point: Monday you had your team remove the extra hardwood from my house It was the same staff who installed the floors One of the associates stayed in the car the entire time, smoking cigarettes and looking at his cell phone while the other installer, RODNEY, did all of the work His partner did not even exit the vehicleRodney also stated that this was his third time at my house - which is downright wrong I don't believe a job that is pre-billed and scheduled for two days of labor could possibly effect labor costs More over, the fact that a day was cut from the install, your crew would then have the chance to install another job, thus, not only saving labor costs on my job, but getting started on another billable job.I need to go through a third party because I have zero confidence that any further direct communication with your company would be pointlessRegards, [redacted] ***

In response to Mr [redacted] ’s complaint we would like to submit the attached letter from Somerset Flooring, the manufacturer of the product installed at the [redacted] residenceMike [redacted] has been very responsive to the [redacted] ’s concerns regarding their “cupped hardwood flooring”Typically the first year is the worst year for newly constructed homesThe first heating season usually “dries things out” and a cupped floor will respond by “flattening out”Once it was apparent that the flooring was not “flattening” Mike ordered a visit from a certified hardwood flooring inspectorAfter the [redacted] ’s were not satisfied with the first report, a second inspector from a different independent company was hiredBoth independent inspectors came to the same conclusion which is reflected in the letter from Somerset FlooringPlease contact Mike [redacted] if any further information is needed Thank you, Tiffany ***Mike believes that Mr [redacted] may be confused regarding the vapor barrier complaintOur installers used an appropriate vapor barrio prior to installation of the hardwood flooring Have a great day! Thanks , Tiffany ***

The company's owner took my payment over the phone on November 14th, On November 25th, my wife was called and told, in an embarrassingly rude manner, that we had not paid our remaining balanceShe put the call on speaker because of the nightmare of a time that we've had in our dealings with the companyThe woman, Sharon, said that she would talk to the owner, Mike, when was back in townI received an e-mail on November 30th from Sharon stating: "Hi Kevin, I spoke to Mike this morning and he said he wrote down your discover charge number on a post it and put it on the invoiceI’m sorry to say that that post it was misplaced or disposed ofIt must have fell offI would appreciated it if you can call it in and speak to me personally so I can record itPrompt payment is very much appreciated and I apologized for the mishapThank you, Sharon" The complete lack of PCI compliance is appalling here, and it's dealt with in a rather nonchalant manner at this companyWhere I work, we take PCI compliance training annually"We wrote you credit card information down and don't know what we did with it" would probably get me fired. Billing AdjustmentI made arrangement for paymentMike C***, the company's owner, is at fault for misplacing the credit card informationIt's a tremendous breach of Payment Card Industry Data Security StandardsAs the e-mail states, we were asked to pay the invoiceWe didThe fact that they "misplaced or disposed of" the payment information is not my fault and I'm not sure why we would be liable for the balance of the invoiceIt would be no different than if they admitted receiving cash or a check from me and then lost itPlain and simple, I made payment on the terms that were agreed uponThat their owners and their billing department fumbled payment should not be on meThank you, *** ***

I have just the response from MP[redacted] Hardwood,and for the last three[3] years they have made a minimal effort to deal with the problem. They acknowledge the problem,but are failing to acknowledge that they are responsible. They claim that it is a humidity problem and produce EXPERTS that generate results that cannot be verified by anyone but them.  For three years we have lived in an unfinished NEW HOUSE. There only offer of resolution is a sanding and staining on the existing floor.  My wife is a cancer survivor and this solution is unacceptable. They removed some boards for examination one[1] year ago and have not replaced them ,leaving an exposed space ,and an incomplete vapor barrier for all our guests to admire.  This issue is NOT resolved ,and the time involved is ridiculous.  Thank you in advance for your attention to this situation

The business has responded to the complaint however has requested the response not be published.

In response to Mr. [redacted]’s complaint we would like to submit the attached letter from Somerset Flooring, the manufacturer of the product installed at the [redacted] residence. Mike [redacted] has been very responsive to the [redacted]’s concerns regarding their “cupped hardwood flooring”. Typically...

the first year is the worst year for newly constructed homes. The first heating season usually “dries things out” and a cupped floor will respond by “flattening out”. Once it was apparent that the flooring was not “flattening” Mike ordered a visit from a certified hardwood flooring inspector. After the [redacted]’s were not satisfied with the first report, a second inspector from a different independent company was hired. Both independent inspectors came to the same conclusion which is reflected in the letter from Somerset Flooring. Please contact Mike [redacted] if any further information is needed.  Thank you, Tiffany [redacted]Mike
believes that Mr. [redacted] may be confused regarding the vapor barrier
complaint. Our installers used an appropriate vapor barrio prior to
installation of the hardwood flooring.  Have a great day!  Thanks ,  Tiffany [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I...

reviewed appear below.  An in-home meeting is not necessary and would be pointless.   I do not and did not hear a shred of sincere regret or apology for that matter.    A meeting at my residence would just be more of the same.  We've aready discussed all of this, and further discussions would just lead to the same rhetoric and the same defense of your company for the pitiful service and subpar performance of your staff.  Case in point: Monday you had your team remove the extra hardwood from my house.   It was the same staff who installed the floors.  One of the associates stayed in the car the entire time, smoking cigarettes and looking at his cell phone while the other installer, RODNEY, did all of the work.  His partner did not even exit the vehicle. Rodney also stated that this was his third time at my house - which is downright wrong.  I don't believe a job that is pre-billed and scheduled for two days of labor could possibly effect labor costs.  More over, the fact that a day was cut from the install, your crew would then have the chance to install another job, thus, not only saving labor costs on my job, but getting started on another billable job.I need to go through a third party because I have zero confidence that any further direct communication with your company would be pointless. Regards, [redacted]