Dear ***, I received a complaint letter from your office about a customer of ours, regarding flooring installation in his homeThe installation was to be done in the kitchen and bathroomPrior to scheduling the customer had several questions about the thickness of the new sub-floor in
the kitchen and possible issues w/transitions to adjoining roomsOriginally, when we spoke to the customer’s wife about scheduling a date, she requested a SaturdayWe offered to do the job sooner if we could do it during the week, just in case it took more than one dayBut she said a Saturday would be betterSo we scheduled it and they said they would have someone there because they would not be homeWhen we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining roomIt was decided that we hold off with the kitchen area for nowWe installed the bathroom floor and placed the materials for the Kitchen in the garage on the floor When the customer arrived home from his trip, he called us with some concerns with the bathroom installationI spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring installHe also said we hit his garage door when we put the materials in the garageI thought the garage complaint was kind of odd, because we only unload material by handWe scheduled a time to meet and discuss resolving any issuesWhen I arrived on site, we went directly into the bathroomHe pointed out the concerns and I told him we will take care of it right awayAs far as the garage issuesIt is a older garage with several dents and wearThe spot he said we backed into is about 12-15” off the groundThe bumper of truck that was on site measures 19” off the groundI tried to reason with him but he asked me to leave and I would have to deal with his insurance company Thank you, Howard H*** Hales Floor Covering LLC ###-###-####
In response to the complaint: 1. As far as scheduling the work: The customer wanted a Saturday installationWe had a few openings available in our schedule during the week to do the installation sooner than a Saturday (we prefer to get jobs done sooner than later), but the Customer needed a Saturday so we scheduled it. We cannot always determine the time it takes to do an installation, until we are at site, do to possible unforeseen or on-site issues 2. As far as the thickness of the existing floor and possible asbestos issues: Prior to doing the installation and scheduling, Mrs*** and I spoke over the phone, she decided to have me speak to her husband because he had several questions about the kitchen areaWe spoke at length about height issues (due to existing layers of flooring)and transitions to the hardwood areaWe were contracted to do installation of new flooring only, not rip-out of existing flooring(All layers of flooring in any home pre-1980, that may contain asbestos, must be tested by a licensed asbestos abatement firm), we are not licensed to do soTherefore, we couldn’t have done any rip-out of existing flooringIf the customer has had testing done, then he should have a reportThe customer told us that he did want us to do the Kitchen, he would take care of it himselfWe would like to take care of the caulking and adhesive issues with bathroom(which we take full responsibility for, this should have been done on the day of the installation) As far as the garage, there is no reason at all that we would even be that close to the garageWe have to be several feet away to be able to unload our truck (which is done by hand)Hopefully, we can resolve this in the near futureThank you for all help Sincerely, Howard H***
Complaint: ***
I am rejecting this response because: The facts stated by Mr Hale are simply inaccurate First, he was trying to schedule our job sooner so he could fill in empty days he had in his schedule to make it more convenient for him If the job was going to take two days why couldn't he start on a Saturday and finish on MondayI never had a problem with that Secondly, we never discussed the thickness of the floor Until the moment they arrived and called me to discuss it I was under the impression they were going to remove the old floor and install the new floor rather than going over three layers of existing flooring They called to tell me they would not do the floor because of possible asbestos which I assured them there was not any because of test we had already had done earlier I did tell them not to do the kitchen floor until we figured out what the best course of action would be which would mean us removing the old flooring and having them come back to install the new flooring. The installer and question who did smell of alcohol asked my mother-in-law to open the garage for him so he could put in the materials for the kitchen As I stated in my initial complaint, she opened the garage and left to run an errand When she came back she did not notice anything until the installer left and she went to shut the garage That is when she called me and told me the door would not shut That is when I called my father who lives close by to try to figure out why it wouldn't shot Mr Hale States in his response that he said he would take care of any issues with the bathroom floor, yes that is what he said but he also told me this is a installation that they do and he would try to pretty it up I had to point out several issues such as glue on the surface of the floor gaps against the walls and tub and caulking issues When we went outside to look at the garage he started right away cutting me off saying that he is not responsible for thisHe did not try to reason with me, I tried to reason with him He stated my garage had many dents in it and that it was oldYes my garage is probably years old or more but there is no dents in the structure of the garage nor the door just chipped paint and a little bit of rot The rot is confined to the bottom part of the door and not near the affected area to the right of the door where it was hit He states that the bumper of the truck is too high to hit that area of the garage to which I said I don't know how high the bumper is or if there was a tow hitch or anything else that could've hit the garage but it was not like that before they were there He got argumentative with me and would not consider a possibility of his installer lying to him or trying to cover it up I did tell him to leave my property because he was getting a bit too loud wanting to back his truck up to the garage to show me that it was impossible His truck was not even the truck that was there that day and I told him it would be pointless As you can see in the pictures that I sent there are no dents other than the dent in question that was not there before they were thereSo I do not know where he is seeing any dents other than the one they cause to the right of the garage door
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The facts stated by Mr Hale are simply inaccurate First, he was trying to schedule our job sooner so he could fill in empty days he had in his schedule to make it more convenient for him If the job was going to take two days why couldn't he start on a Saturday and finish on MondayI never had a problem with that Secondly, we never discussed the thickness of the floor Until the moment they arrived and called me to discuss it I was under the impression they were going to remove the old floor and install the new floor rather than going over three layers of existing flooring They called to tell me they would not do the floor because of possible asbestos which I assured them there was not any because of test we had already had done earlier I did tell them not to do the kitchen floor until we figured out what the best course of action would be which would mean us removing the old flooring and having them come back to install the new flooring. The installer and question who did smell of alcohol asked my mother-in-law to open the garage for him so he could put in the materials for the kitchen As I stated in my initial complaint, she opened the garage and left to run an errand When she came back she did not notice anything until the installer left and she went to shut the garage That is when she called me and told me the door would not shut That is when I called my father who lives close by to try to figure out why it wouldn't shot Mr Hale States in his response that he said he would take care of any issues with the bathroom floor, yes that is what he said but he also told me this is a installation that they do and he would try to pretty it up I had to point out several issues such as glue on the surface of the floor gaps against the walls and tub and caulking issues When we went outside to look at the garage he started right away cutting me off saying that he is not responsible for thisHe did not try to reason with me, I tried to reason with him He stated my garage had many dents in it and that it was oldYes my garage is probably years old or more but there is no dents in the structure of the garage nor the door just chipped paint and a little bit of rot The rot is confined to the bottom part of the door and not near the affected area to the right of the door where it was hit He states that the bumper of the truck is too high to hit that area of the garage to which I said I don't know how high the bumper is or if there was a tow hitch or anything else that could've hit the garage but it was not like that before they were there He got argumentative with me and would not consider a possibility of his installer lying to him or trying to cover it up I did tell him to leave my property because he was getting a bit too loud wanting to back his truck up to the garage to show me that it was impossible His truck was not even the truck that was there that day and I told him it would be pointless As you can see in the pictures that I sent there are no dents other than the dent in question that was not there before they were thereSo I do not know where he is seeing any dents other than the one they cause to the right of the garage door
Sincerely,
*** ***
In response to the complaint: 1. As far as scheduling the work: The customer wanted a Saturday installation. We had a few openings available in our schedule during the week to do the installation sooner than a Saturday (we prefer to get jobs done sooner than later), but the Customer needed a Saturday so we scheduled it. We cannot always determine the time it takes to do an installation, until we are at site, do to possible unforeseen or on-site issues. 2. As far as the thickness of the existing floor and possible asbestos issues: Prior to doing the installation and scheduling, Mrs. [redacted] and I spoke over the phone, she decided to have me speak to her husband because he had several questions about the kitchen area. We spoke at length about height issues (due to existing layers of flooring)and transitions to the hardwood area. We were contracted to do installation of new flooring only, not rip-out of existing flooring. (All layers of flooring in any home pre-1980, that may contain asbestos, must be tested by a licensed asbestos abatement firm), we are not licensed to do so. Therefore, we couldn’t have done any rip-out of existing flooring. If the customer has had testing done, then he should have a report. The customer told us that he did want us to do the Kitchen, he would take care of it himself. We would like to take care of the caulking and adhesive issues with bathroom. (which we take full responsibility for, this should have been done on the day of the installation). As far as the garage, there is no reason at all that we would even be that close to the garage. We have to be several feet away to be able to unload our truck (which is done by hand). Hopefully, we can resolve this in the near future. Thank you for all help. Sincerely, Howard H[redacted]
Dear [redacted], I received a complaint letter from your office about a customer of ours, regarding flooring installation in his home. The installation was to be done in the kitchen and bathroom. Prior to scheduling the customer had several questions about the thickness of the new sub-floor in...
the kitchen and possible issues w/transitions to adjoining rooms. Originally, when we spoke to the customer’s wife about scheduling a date, she requested a Saturday. We offered to do the job sooner if we could do it during the week, just in case it took more than one day. But she said a Saturday would be better. So we scheduled it and they said they would have someone there because they would not be home. When we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining room. It was decided that we hold off with the kitchen area for now. We installed the bathroom floor and placed the materials for the Kitchen in the garage on the floor. When the customer arrived home from his trip, he called us with some concerns with the bathroom installation. I spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring install. He also said we hit his garage door when we put the materials in the garage. I thought the garage complaint was kind of odd, because we only unload material by hand. We scheduled a time to meet and discuss resolving any issues. When I arrived on site, we went directly into the bathroom. He pointed out the concerns and I told him we will take care of it right away. As far as the garage issues. It is a older garage with several dents and wear. The spot he said we backed into is about 12-15” off the ground. The bumper of truck that was on site measures 19” off the ground. I tried to reason with him but he asked me to leave and I would have to deal with his insurance company. Thank you, Howard H[redacted] Hales Floor Covering LLC ###-###-####
Dear ***, I received a complaint letter from your office about a customer of ours, regarding flooring installation in his homeThe installation was to be done in the kitchen and bathroomPrior to scheduling the customer had several questions about the thickness of the new sub-floor in
the kitchen and possible issues w/transitions to adjoining roomsOriginally, when we spoke to the customer’s wife about scheduling a date, she requested a SaturdayWe offered to do the job sooner if we could do it during the week, just in case it took more than one dayBut she said a Saturday would be betterSo we scheduled it and they said they would have someone there because they would not be homeWhen we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining roomIt was decided that we hold off with the kitchen area for nowWe installed the bathroom floor and placed the materials for the Kitchen in the garage on the floor When the customer arrived home from his trip, he called us with some concerns with the bathroom installationI spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring installHe also said we hit his garage door when we put the materials in the garageI thought the garage complaint was kind of odd, because we only unload material by handWe scheduled a time to meet and discuss resolving any issuesWhen I arrived on site, we went directly into the bathroomHe pointed out the concerns and I told him we will take care of it right awayAs far as the garage issuesIt is a older garage with several dents and wearThe spot he said we backed into is about 12-15” off the groundThe bumper of truck that was on site measures 19” off the groundI tried to reason with him but he asked me to leave and I would have to deal with his insurance company Thank you, Howard H*** Hales Floor Covering LLC ###-###-####
In response to the complaint: 1. As far as scheduling the work: The customer wanted a Saturday installationWe had a few openings available in our schedule during the week to do the installation sooner than a Saturday (we prefer to get jobs done sooner than later), but the Customer needed a Saturday so we scheduled it. We cannot always determine the time it takes to do an installation, until we are at site, do to possible unforeseen or on-site issues 2. As far as the thickness of the existing floor and possible asbestos issues: Prior to doing the installation and scheduling, Mrs*** and I spoke over the phone, she decided to have me speak to her husband because he had several questions about the kitchen areaWe spoke at length about height issues (due to existing layers of flooring)and transitions to the hardwood areaWe were contracted to do installation of new flooring only, not rip-out of existing flooring(All layers of flooring in any home pre-1980, that may contain asbestos, must be tested by a licensed asbestos abatement firm), we are not licensed to do soTherefore, we couldn’t have done any rip-out of existing flooringIf the customer has had testing done, then he should have a reportThe customer told us that he did want us to do the Kitchen, he would take care of it himselfWe would like to take care of the caulking and adhesive issues with bathroom(which we take full responsibility for, this should have been done on the day of the installation) As far as the garage, there is no reason at all that we would even be that close to the garageWe have to be several feet away to be able to unload our truck (which is done by hand)Hopefully, we can resolve this in the near futureThank you for all help Sincerely, Howard H***
Complaint: ***
I am rejecting this response because: The facts stated by Mr Hale are simply inaccurate First, he was trying to schedule our job sooner so he could fill in empty days he had in his schedule to make it more convenient for him If the job was going to take two days why couldn't he start on a Saturday and finish on MondayI never had a problem with that Secondly, we never discussed the thickness of the floor Until the moment they arrived and called me to discuss it I was under the impression they were going to remove the old floor and install the new floor rather than going over three layers of existing flooring They called to tell me they would not do the floor because of possible asbestos which I assured them there was not any because of test we had already had done earlier I did tell them not to do the kitchen floor until we figured out what the best course of action would be which would mean us removing the old flooring and having them come back to install the new flooring. The installer and question who did smell of alcohol asked my mother-in-law to open the garage for him so he could put in the materials for the kitchen As I stated in my initial complaint, she opened the garage and left to run an errand When she came back she did not notice anything until the installer left and she went to shut the garage That is when she called me and told me the door would not shut That is when I called my father who lives close by to try to figure out why it wouldn't shot Mr Hale States in his response that he said he would take care of any issues with the bathroom floor, yes that is what he said but he also told me this is a installation that they do and he would try to pretty it up I had to point out several issues such as glue on the surface of the floor gaps against the walls and tub and caulking issues When we went outside to look at the garage he started right away cutting me off saying that he is not responsible for thisHe did not try to reason with me, I tried to reason with him He stated my garage had many dents in it and that it was oldYes my garage is probably years old or more but there is no dents in the structure of the garage nor the door just chipped paint and a little bit of rot The rot is confined to the bottom part of the door and not near the affected area to the right of the door where it was hit He states that the bumper of the truck is too high to hit that area of the garage to which I said I don't know how high the bumper is or if there was a tow hitch or anything else that could've hit the garage but it was not like that before they were there He got argumentative with me and would not consider a possibility of his installer lying to him or trying to cover it up I did tell him to leave my property because he was getting a bit too loud wanting to back his truck up to the garage to show me that it was impossible His truck was not even the truck that was there that day and I told him it would be pointless As you can see in the pictures that I sent there are no dents other than the dent in question that was not there before they were thereSo I do not know where he is seeing any dents other than the one they cause to the right of the garage door
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The facts stated by Mr Hale are simply inaccurate First, he was trying to schedule our job sooner so he could fill in empty days he had in his schedule to make it more convenient for him If the job was going to take two days why couldn't he start on a Saturday and finish on MondayI never had a problem with that Secondly, we never discussed the thickness of the floor Until the moment they arrived and called me to discuss it I was under the impression they were going to remove the old floor and install the new floor rather than going over three layers of existing flooring They called to tell me they would not do the floor because of possible asbestos which I assured them there was not any because of test we had already had done earlier I did tell them not to do the kitchen floor until we figured out what the best course of action would be which would mean us removing the old flooring and having them come back to install the new flooring. The installer and question who did smell of alcohol asked my mother-in-law to open the garage for him so he could put in the materials for the kitchen As I stated in my initial complaint, she opened the garage and left to run an errand When she came back she did not notice anything until the installer left and she went to shut the garage That is when she called me and told me the door would not shut That is when I called my father who lives close by to try to figure out why it wouldn't shot Mr Hale States in his response that he said he would take care of any issues with the bathroom floor, yes that is what he said but he also told me this is a installation that they do and he would try to pretty it up I had to point out several issues such as glue on the surface of the floor gaps against the walls and tub and caulking issues When we went outside to look at the garage he started right away cutting me off saying that he is not responsible for thisHe did not try to reason with me, I tried to reason with him He stated my garage had many dents in it and that it was oldYes my garage is probably years old or more but there is no dents in the structure of the garage nor the door just chipped paint and a little bit of rot The rot is confined to the bottom part of the door and not near the affected area to the right of the door where it was hit He states that the bumper of the truck is too high to hit that area of the garage to which I said I don't know how high the bumper is or if there was a tow hitch or anything else that could've hit the garage but it was not like that before they were there He got argumentative with me and would not consider a possibility of his installer lying to him or trying to cover it up I did tell him to leave my property because he was getting a bit too loud wanting to back his truck up to the garage to show me that it was impossible His truck was not even the truck that was there that day and I told him it would be pointless As you can see in the pictures that I sent there are no dents other than the dent in question that was not there before they were thereSo I do not know where he is seeing any dents other than the one they cause to the right of the garage door
Sincerely,
*** ***
In response to the complaint: 1. As far as scheduling the work: The customer wanted a Saturday installation. We had a few openings available in our schedule during the week to do the installation sooner than a Saturday (we prefer to get jobs done sooner than later), but the Customer needed a Saturday so we scheduled it. We cannot always determine the time it takes to do an installation, until we are at site, do to possible unforeseen or on-site issues. 2. As far as the thickness of the existing floor and possible asbestos issues: Prior to doing the installation and scheduling, Mrs. [redacted] and I spoke over the phone, she decided to have me speak to her husband because he had several questions about the kitchen area. We spoke at length about height issues (due to existing layers of flooring)and transitions to the hardwood area. We were contracted to do installation of new flooring only, not rip-out of existing flooring. (All layers of flooring in any home pre-1980, that may contain asbestos, must be tested by a licensed asbestos abatement firm), we are not licensed to do so. Therefore, we couldn’t have done any rip-out of existing flooring. If the customer has had testing done, then he should have a report. The customer told us that he did want us to do the Kitchen, he would take care of it himself. We would like to take care of the caulking and adhesive issues with bathroom. (which we take full responsibility for, this should have been done on the day of the installation). As far as the garage, there is no reason at all that we would even be that close to the garage. We have to be several feet away to be able to unload our truck (which is done by hand). Hopefully, we can resolve this in the near future. Thank you for all help. Sincerely, Howard H[redacted]
Dear [redacted], I received a complaint letter from your office about a customer of ours, regarding flooring installation in his home. The installation was to be done in the kitchen and bathroom. Prior to scheduling the customer had several questions about the thickness of the new sub-floor in...
the kitchen and possible issues w/transitions to adjoining rooms. Originally, when we spoke to the customer’s wife about scheduling a date, she requested a Saturday. We offered to do the job sooner if we could do it during the week, just in case it took more than one day. But she said a Saturday would be better. So we scheduled it and they said they would have someone there because they would not be home. When we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining room. It was decided that we hold off with the kitchen area for now. We installed the bathroom floor and placed the materials for the Kitchen in the garage on the floor. When the customer arrived home from his trip, he called us with some concerns with the bathroom installation. I spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring install. He also said we hit his garage door when we put the materials in the garage. I thought the garage complaint was kind of odd, because we only unload material by hand. We scheduled a time to meet and discuss resolving any issues. When I arrived on site, we went directly into the bathroom. He pointed out the concerns and I told him we will take care of it right away. As far as the garage issues. It is a older garage with several dents and wear. The spot he said we backed into is about 12-15” off the ground. The bumper of truck that was on site measures 19” off the ground. I tried to reason with him but he asked me to leave and I would have to deal with his insurance company. Thank you, Howard H[redacted] Hales Floor Covering LLC ###-###-####