Initial Business Response / [redacted] (4000, 10, 2015/04/13) */ In response to complaint XXXXXXXX: We did have [redacted] come into our store complaining about her floor not performing to her expectationsShe said she was not [redacted] and wanted her floor replacedI had never met [redacted] that I recallThe product she had installed, she purchased from an interior decorator TD Interiors, who had bought the material from our storeWhen I found out who she purchased it from, I called him and told him that since it is his customer, he would have to be present when the supplier came out to look at the floor I accompanied my supplier representative and the decorator during an inspection of [redacted] ' flooringIn entering her home, it was not a very warm welcomeShe wanted to know how soon her floor could be replaced by a different product and said she would involve her lawyer if necessaryThe supplier representative completed his inspection and decided, because of the tension, to have an independent inspector inspect the flooring in case she wasn't going to be satisfied with the conclusionThe supplier made arrangements with an independent inspector to go out and look at the floor, which he didA copy of the report was sent to the decoratorThe claim was denied, attached is the denial and inspection reportI'm sorry that [redacted] is not [redacted] with her floorThe floor she picked is a very nice floor and it performs wonderfully when taken care of and maintained properlyWhen I found out she hadn't received a copy of the report, I emailed her a copy and offered to give her information on care and maintenance of the productShe hasn't excepted the offerAgain, I'm sorry she doesn't like her floor, we did not misrepresent anything to herI would like to add, there is no hardwood, laminate, or resilient floor that that I've heard of that warrantees against scratchesAlso I don't know why she stated that I own another flooring store, it is not true Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (4200, 17, 2015/05/07) */ ***Document Attached [redacted] This problem is still a problem and I want to proceed furtherMy flooring is still scratched and scratchingI never received from Mr [redacted] or my decorator flooring instructions/ nor did any come w/ or on product if one was to be appliedMy attitude at the visit of the inspector and store owner should not affect the facts of faulty product, it reflected pure disappointment of productThe flooring is still scratching from a pound dog, and it looks bad under various light refectionsI want to know what I can do? Should I come there to get assistance I do not know if my phone pictures will be ok on your end, I can bring in camera if needed for clarityFlooring is hard to photograph apparently Do I need to go to small claims court?
Initial Business Response /* (4000, 10, 2015/04/13) */
In response to complaint XXXXXXXX:
We did have [redacted] come into our store complaining about her floor not performing to her expectations. She said she was not [redacted] and wanted her floor replaced. I had never met [redacted] that I...
recall. The product she had installed, she purchased from an interior decorator TD Interiors, who had bought the material from our store. When I found out who she purchased it from, I called him and told him that since it is his customer, he would have to be present when the supplier came out to look at the floor.
I accompanied my supplier representative and the decorator during an inspection of [redacted]' flooring. In entering her home, it was not a very warm welcome. She wanted to know how soon her floor could be replaced by a different product and said she would involve her lawyer if necessary. The supplier representative completed his inspection and decided, because of the tension, to have an independent inspector inspect the flooring in case she wasn't going to be satisfied with the conclusion. The supplier made arrangements with an independent inspector to go out and look at the floor, which he did. A copy of the report was sent to the decorator. The claim was denied, attached is the denial and inspection report. I'm sorry that [redacted] is not [redacted] with her floor. The floor she picked is a very nice floor and it performs wonderfully when taken care of and maintained properly. When I found out she hadn't received a copy of the report, I emailed her a copy and offered to give her information on care and maintenance of the product. She hasn't excepted the offer. Again, I'm sorry she doesn't like her floor, we did not misrepresent anything to her. I would like to add, there is no hardwood, laminate, or resilient floor that that I've heard of that warrantees against scratches. Also I don't know why she stated that I own another flooring store, it is not true.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (4200, 17, 2015/05/07) */
[redacted]Document Attached[redacted]
This problem is still a problem and I want to proceed further. My flooring is still scratched and scratching. I never received from Mr [redacted] or my decorator flooring instructions/ nor did any come w/ or on product if one was to be applied. My attitude at the visit of the inspector and store owner should not affect the facts of faulty product, it reflected pure disappointment of product. The flooring is still scratching from a 43 pound dog, and it looks bad under various light refections. I want to know what I can do? Should I come there to get assistance.
I do not know if my phone pictures will be ok on your end, I can bring in camera if needed for clarity. Flooring is hard to photograph apparently.
Do I need to go to small claims court?
Initial Business Response / [redacted] (4000, 10, 2015/04/13) */ In response to complaint XXXXXXXX: We did have [redacted] come into our store complaining about her floor not performing to her expectationsShe said she was not [redacted] and wanted her floor replacedI had never met [redacted] that I recallThe product she had installed, she purchased from an interior decorator TD Interiors, who had bought the material from our storeWhen I found out who she purchased it from, I called him and told him that since it is his customer, he would have to be present when the supplier came out to look at the floor I accompanied my supplier representative and the decorator during an inspection of [redacted] ' flooringIn entering her home, it was not a very warm welcomeShe wanted to know how soon her floor could be replaced by a different product and said she would involve her lawyer if necessaryThe supplier representative completed his inspection and decided, because of the tension, to have an independent inspector inspect the flooring in case she wasn't going to be satisfied with the conclusionThe supplier made arrangements with an independent inspector to go out and look at the floor, which he didA copy of the report was sent to the decoratorThe claim was denied, attached is the denial and inspection reportI'm sorry that [redacted] is not [redacted] with her floorThe floor she picked is a very nice floor and it performs wonderfully when taken care of and maintained properlyWhen I found out she hadn't received a copy of the report, I emailed her a copy and offered to give her information on care and maintenance of the productShe hasn't excepted the offerAgain, I'm sorry she doesn't like her floor, we did not misrepresent anything to herI would like to add, there is no hardwood, laminate, or resilient floor that that I've heard of that warrantees against scratchesAlso I don't know why she stated that I own another flooring store, it is not true Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (4200, 17, 2015/05/07) */ ***Document Attached [redacted] This problem is still a problem and I want to proceed furtherMy flooring is still scratched and scratchingI never received from Mr [redacted] or my decorator flooring instructions/ nor did any come w/ or on product if one was to be appliedMy attitude at the visit of the inspector and store owner should not affect the facts of faulty product, it reflected pure disappointment of productThe flooring is still scratching from a pound dog, and it looks bad under various light refectionsI want to know what I can do? Should I come there to get assistance I do not know if my phone pictures will be ok on your end, I can bring in camera if needed for clarityFlooring is hard to photograph apparently Do I need to go to small claims court?
Initial Business Response /* (4000, 10, 2015/04/13) */
In response to complaint XXXXXXXX:
We did have [redacted] come into our store complaining about her floor not performing to her expectations. She said she was not [redacted] and wanted her floor replaced. I had never met [redacted] that I...
recall. The product she had installed, she purchased from an interior decorator TD Interiors, who had bought the material from our store. When I found out who she purchased it from, I called him and told him that since it is his customer, he would have to be present when the supplier came out to look at the floor.
I accompanied my supplier representative and the decorator during an inspection of [redacted]' flooring. In entering her home, it was not a very warm welcome. She wanted to know how soon her floor could be replaced by a different product and said she would involve her lawyer if necessary. The supplier representative completed his inspection and decided, because of the tension, to have an independent inspector inspect the flooring in case she wasn't going to be satisfied with the conclusion. The supplier made arrangements with an independent inspector to go out and look at the floor, which he did. A copy of the report was sent to the decorator. The claim was denied, attached is the denial and inspection report. I'm sorry that [redacted] is not [redacted] with her floor. The floor she picked is a very nice floor and it performs wonderfully when taken care of and maintained properly. When I found out she hadn't received a copy of the report, I emailed her a copy and offered to give her information on care and maintenance of the product. She hasn't excepted the offer. Again, I'm sorry she doesn't like her floor, we did not misrepresent anything to her. I would like to add, there is no hardwood, laminate, or resilient floor that that I've heard of that warrantees against scratches. Also I don't know why she stated that I own another flooring store, it is not true.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (4200, 17, 2015/05/07) */
[redacted]Document Attached[redacted]
This problem is still a problem and I want to proceed further. My flooring is still scratched and scratching. I never received from Mr [redacted] or my decorator flooring instructions/ nor did any come w/ or on product if one was to be applied. My attitude at the visit of the inspector and store owner should not affect the facts of faulty product, it reflected pure disappointment of product. The flooring is still scratching from a 43 pound dog, and it looks bad under various light refections. I want to know what I can do? Should I come there to get assistance.
I do not know if my phone pictures will be ok on your end, I can bring in camera if needed for clarity. Flooring is hard to photograph apparently.
Do I need to go to small claims court?