Natural Hardwood Flooring, LLC

I am rejecting this response because: Thanks Laura - sorry for my delayed responseHere is the additional information: The excess product was returned to the supplier, Pro Source in Oakdale, in December Pro Source refunded the merchant $in FebruaryRay from ProSource said he was in discussions with the merchant, Brian, encouraging him to pay us the $I have yet to hear from BrianBrian claimed that he would refund us the full amount of the product he over orderedI facilitated the return of product & the supplier has taken out a restocking fee I have not received any amount back as a result of his statement used to close out this complaint Thanks Allison [redacted]

To whom it may concern: There in fact was an over order of materials and it can be refunded Mrs [redacted] did attempt to make contact when she sent a text message on December 5th asking for an update on refund status to my mobile business phonewhich I did not have in my possession as I was on vacation in Arkansas from Dec 1st until December 17th The laminate flooring that is in questions was an over measurement and can be returned without a restocking fee for a full refund to the customer There where two additional change order items for labor and materials added to the original contract with Mrs [redacted] s approval *There was an add on of providing and installing 1/inch plywood substrate to the floor in the dinning room and the lower family room for leveling*THIS WAS NOT ON THE ORIGINAL BID (please see attached original bid) *Removal and Reinstall of three existing toilets for vinyl tile install, we supplied and installed three new flexible water supply lines to the toilets as the height of the toilets had been raised a 1/inch and originals weren't long enough(Please see attached bid) ORIGINAL CONTRACT TOTALS INSTALL SQ FT OF LAMINATE FLOORING $ INSTALL SQ FT OF LUXURY VYNIL TILE $ ABOVE TOTAL $ REFUND FOR SQ FT OF INSTALL LABOR - NEW TOTAL $ APPROVED CHANGE ORDER CHARGES: REMOVE AND REINSTALL THREE TOILETSPROVIDE AND INSTALL NEW SUPPLY HOSES for toilets TOTAL $ PROVIDE AND INSTALL SQ FT OF 1/UNDERLAYMENT FOR LEVELEING PRIOR TO INSTALL $ NEW TOTAL WITH CHANGE ORDER ITEMS AND LABOR REFUND $ Mrs [redacted] Paid in full $and has no due balance There is no refund warranted on labor for install of flooring as the customer approved change order items not on the original bid that negate the refund for labor that Mrs [redacted] has indicated in her complaint However a full materials refund is warranted and can be completed without a restocking feeI have attempted to contact Mrs [redacted] on the matter on the 17th of December and have not heard back from herI will reach out to her again after christmas to make arrangements for refund Thank you and have a wonderful new year

Initial Business Response /* (1000, 5, 2015/12/24) */
To whom it may concern:
There in fact was an over order of materials and it can be refunded
Mrs*** did attempt to make contact when she sent a text message on December 5th asking for an update on refund status to my mobile
business phonewhich I did not have in my possession as I was on vacation in Arkansas from Dec 1st until December 17th
The laminate flooring that is in questions was an over measurement and can be returned without a restocking fee for a full refund to the customer
There where two additional change order items for labor and materials added to the original contract with Mrs***s approval
*There was an add on of providing and installing 1/inch plywood substrate to the floor in the dinning room and the lower family room for leveling*THIS WAS NOT ON THE ORIGINAL BID (please see attached original bid)
*Removal and Reinstall of three existing toilets for vinyl tile install, we supplied and installed three new flexible water supply lines to the toilets as the height of the toilets had been raised a 1/inch and originals weren't long enough(Please see attached bid)
ORIGINAL CONTRACT TOTALS
INSTALL SQ FT OF LAMINATE FLOORING $
INSTALL SQ FT OF LUXURY VYNIL TILE $
ABOVE TOTAL $
REFUND FOR SQ FT OF INSTALL LABOR -
NEW TOTAL $
APPROVED CHANGE ORDER CHARGES:
REMOVE AND REINSTALL THREE TOILETSPROVIDE AND INSTALL NEW SUPPLY HOSES for toilets
TOTAL $
PROVIDE AND INSTALL SQ FT OF 1/UNDERLAYMENT FOR LEVELEING PRIOR TO INSTALL $
NEW TOTAL WITH CHANGE ORDER ITEMS AND LABOR REFUND $
Mrs*** Paid in full $and has no due balance
There is no refund warranted on labor for install of flooring as the customer approved change order items not on the original bid that negate the refund for labor that Mrs*** has indicated in her complaint
However a full materials refund is warranted and can be completed without a restocking feeI have attempted to contact Mrs*** on the matter on the 17th of December and have not heard back from herI will reach out to her again after christmas to make arrangements for refund
Thank you and have a wonderful new year
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The changes detailed above were never presented to us in writingWe were verbally told the toilets would be included at no cost & I do not recall a conversation about the underlaymentIf the merchant feels this is an acceptable business practice then we can accept the so called changes to the labor bid that were never presented to us
We will be returning the extra material to the company it was purchased fromWe do not feel comfortable with the merchant coming to our homeLabor payment was made on 11/19/with a verbal promise that he would follow up about the extra materialI had to follow up again on 12/5/with no responseI did not get a response until this formal complaint was submittedIt is currently 12/31/and I have yet to hear from the merchant
If the merchant intends to refund us for the extra material we would prefer that he coordinate through the company that the material was purchasedI expect a check to be mailed directly to us with no re-stocking fees missing
Thank you,
***

To whom it may concern:
1. There in fact was an over order of materials and it can be refunded.
2. Mrs. [redacted] did attempt to make contact when she sent a text message on December 5th asking for an update on refund status to my mobile business phone. which I did not have in my possession as I was on vacation in Arkansas from Dec 1st until December 17th.
4. The laminate flooring that is in questions was an over measurement and can be returned without a restocking fee for a full refund to the customer.
5. There where two additional change order items for labor and materials added to the original contract with Mrs. [redacted]s approval.
*There was an add on of providing and installing 1/4 inch plywood substrate to the floor in the dinning room and the lower family room for leveling. *THIS WAS NOT ON THE ORIGINAL BID (please see attached original bid)
*Removal and Reinstall of three existing toilets for vinyl tile install, we supplied and installed three new flexible water supply lines to the toilets as the height of the toilets had been raised a 1/4 inch and originals weren't long enough. (Please see attached bid)
ORIGINAL CONTRACT TOTALS
INSTALL 675 SQ FT OF LAMINATE FLOORING $1350.00
INSTALL 220 SQ FT OF LUXURY VYNIL TILE $600.00
ABOVE TOTAL $1950.00
REFUND FOR 167 SQ FT OF INSTALL LABOR -334.00
NEW TOTAL $1616.00
APPROVED CHANGE ORDER CHARGES:
REMOVE AND REINSTALL THREE TOILETS. PROVIDE AND INSTALL 3 NEW SUPPLY HOSES for toilets.
TOTAL $84.00
PROVIDE AND INSTALL 242 SQ FT OF 1/4 UNDERLAYMENT FOR LEVELEING PRIOR TO INSTALL $350.00
NEW TOTAL WITH CHANGE ORDER ITEMS AND LABOR REFUND $2050.00
Mrs. [redacted] Paid in full $2050.00 and has no due balance
There is no refund warranted on labor for install of flooring as the customer approved change order items not on the original bid that negate the refund for labor that Mrs. [redacted] has indicated in her complaint.
However a full materials refund is warranted and can be completed without a restocking fee. I have attempted to contact Mrs. [redacted] on the matter on the 17th of December and have not heard back from her. I will reach out to her again after christmas to make arrangements for refund.
Thank you and have a wonderful new year

(The consumer indicated he/she ACCEPTED the response from the business.)
The changes detailed above were never presented to us in writing. We were verbally told the toilets would be included at no cost & I do not recall a conversation about the underlayment. If the merchant feels this is an acceptable business practice then we can accept the so called changes to the labor bid that were never presented to us.
We will be returning the extra material to the company it was purchased from. We do not feel comfortable with the merchant coming to our home. Labor payment was made on 11/19/2015 with a verbal promise that he would follow up about the extra material. I had to follow up again on 12/5/2015 with no response. I did not get a response until this formal complaint was submitted. It is currently 12/31/2015 and I have yet to hear from the merchant.
If the merchant intends to refund us for the extra material we would prefer that he coordinate through the company that the material was purchased. I expect a check to be mailed directly to us with no re-stocking fees missing.
Thank you,
Allison

I am rejecting this response because:
Thanks Laura - sorry for my delayed response. Here is the additional information:   The excess product was returned to the supplier, Pro Source in Oakdale, in December 2015. Pro Source refunded the merchant $141.71 in February. Ray from ProSource said he was in discussions with the merchant, Brian, encouraging him to pay us the $141.71. I have yet to hear from Brian. Brian claimed that he would refund us the full amount of the product he over ordered. I facilitated the return of product & the supplier has taken out a restocking fee.    I have not received any amount back as a result of his statement used to close out this complaint.   Thanks Allison [redacted]