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NASA Financial Reviews (2)

In response to the complaint: 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 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 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***

Dear [redacted] , 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 floorWhen 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 [redacted] Hales Floor Covering LLC ###-###-####

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