New Way Title Corporation

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction It is always concerning to receive a complaint of this nature We would like to begin by expressing our apologies to our customer for their frustrations This being said, we
feel that Mr& Mrs*** are making this matter more difficult than it needs to be and we additionally feel that they are not exactly relaying the entire truth regarding this matter We did in fact have a scheduled appointment with this customer back on 10/15/ Per our customer's request, this appointment was scheduled between 3pm - 5pm Naturally, we have a number of customers to service on a daily basis We are a large company with a large customer base and we are busy on a day to day basis We had a service tech scheduled for this appointment Regretfully, a complication with an earlier appointment caused that appointment to run long which in turn interfered with Mr& Mrs***'s appointment Naturally this is not an ideal scenario for us or for any company But the reality of the world is that things do pop up from time to time We attempted to contact Mrs*** starting at 3pm We made three phone calls to them between 3pm and 5pm Our service tech additionally attempted to call her two more time Mrs*** finally returned our calls after 5pm She spoke to a phone rep whom explained to her that the department did close at 5pm, but he was going to attempt to reach a manager via their cell phone A manager was reached and within minutes that manager called Mrs***, but again she did not answer that call The following morning, that same manager called Mrs*** again and again left her a message Mrs*** did return this call a few hours later, however when she called with one intention in mind, and that was to vent her frustrations She expressed her dissatisfaction with the situation, which we can certainly understand, but she refused to set a follow up appointment to get her minor service issue addressed The very following day, another member of management called her again to try to discuss the matter Mrs*** has not returned that call as the writing of this letter We received this complaint a couple days later, and since then we have tried to reach her on three different occasions Not a single one of those calls has been returned.Naturally, we cannot solve this problem if Mrs*** does not communicate with us We fully understand that it was our worker whom got held up at an appointment Please realize that this certainly was not intentional nor was it planned Matters of this nature happen to any and every company from time to time and we are pleased to report and issues of this nature are essentially non-existent in our day to day business That being said, we are not perfect nor do we claim to be Had Mrs*** simply answered our calls or returned our calls, we are sure this could have been worked our with minimal inconvenience to this customer That said, we are at the point we are at now and we simply want to solve the problem As we explained, we have called Mrs*** on a number of occasions to reschedule this appointment All she needs to do is call us back and we have no doubt that this service will be easily resolved Thank you for your time regarding this matter and please feel free to contact us if you require any additional assistance

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. We are very sorry that Mrs*** order did not work out and that she has decided to cancel it. As she explains in her message, we are aware of her cancellation and it has
been recorded. We would like to point out to Mrs*** that timelines for refunds are posted on her contract regarding this order. As with any company, there are waiting periods to ensure that any deposits paid via a personal check clear the customer's financial institution. We can assure both our customer and the Revdex.com that Mrs*** will receive a 100% refund of her deposit. That remittance is scheduled to be processed at the end of this week, per the posted policy on this customer's order. We trust that this customer receiving a 100% refund of her deposit suffices in resolving this matter. Please feel free to contact us if we can be of any additional assistance. Thank you for your time,

Express Flooring is a professional and reputable company whose utmost goal and desire is to make all of our customers happy Please understand that we realize that any time a fee of this nature comes into play on a customer’s order, it is an uncomfortable situation for both our customer and
ourselves We certainly do not expect any customer to happy about having to pay a restocking fee, however we do ask that anyone reading this take a reasonable approach in forming any opinions In response to come of the comments made by this consumer; this customer and any customer is free to cancel their order with us at any time before the goods they purchase are installed When this customer contacted us to cancel,we accepted and processed their cancellation immediately Our cancellation policy is clearly listed on our contracts/order forms We have attached Mr& Mrs***' contract regarding this purchase. This is a two page document of which the first page is double sided. If you refer to the bottom right hand corner of the first page, you will this customer's signature roughly inches from a statement that reads:"I hereby acknowledge that I have read the NOTICE TO BUYER on the back of this contract, that I accept the terms and conditions ofthis contract including those set forth above and those set forth on the backof this contract, and that I agree to be bound by them."The NOTICE TO BUYER is printed on the reverse side of thatdocument and is the second attachment on this order The third bullet pointon this NOTICE clearly states: "You may cancel this agreement any timeprior to midnight of the third business day after the date of this transaction. See attached notice of cancellation form for an explanation of theserights."The third attachment included in this response is that Noticeof Cancellation In this complaint, Mrs*** openly admits shereceived this notice of cancellation Mrs*** then goes on to explainthat she contacted our office the week after she placed this order and askedthat her installation be delayed to the following month We understandthat she states she did this to obtain other estimates, however she nevercommunicated that to our office She simply called in and postponed herinstallation, which is something customer do each and every day At nopoint did Mrs*** every state she wanted to cancel this order It was not until 7/30/15, over a month after this order wasplaced, that Mrs*** ever mentioned her desire to cancel this order. We in turn asked her the circumstances regarding her want to cancel theorder and we did discuss the applicable restocking fee that applied to her cancellation The reality of the matter is that all companies in our industry, and in any construction trade for that matter do have policies regarding cancellations Many other industries do as well such as hotelsand airlines When a customer places an order with any flooring company,that company invests time, resources, and money into preparing that order Wedo not sell items that can be put back into a box and sold to someone else. We deal is custom cut and custom ordered flooring materials Our policy is general and calls for a 25% of the total contract price fee for cancellations that are requested after the applicable cancellation period. In most cases, this amount does not even cover the costs we incur due tothat cancellation When two parties enter into an agreement of thisnature, both sides have responsibilities that must live up to We fully understand that this customer does not want to pay this restocking fee and on a basic level we understand why they filed this complaint However and in all fairness, we ask that this customer realize the reality that when they placed this order, there were real costs that we incurred in preparing that order to ship and for installation.As for the price of this order compared to a price this customer received from another retailer; this is a very general statement. There are thousands upon thousands of flooring products on the marketthat are available to consumers In comparing one company's price toanother, you must be comparing "apples to apples" We arewilling to meet or beat any quote from one of our competitors and we explainedthis fact to Mr*** in a conversation we had with him We havenumerous options of flooring that we could have happily sold him for $1,000.00less than the price of the order he placedThe price on this order is specific to the product they selected, and we ever offered to discount that price in an effort to keep their business and avoid this entire situation. Regretfully, Mr& Mrs*** declined all of our offers This restocking fee is clearly listed in the terms and conditions of the contract this customer signed (10th bullet point from top of terms and conditions page) This was not a hidden fee and the fact that this customer decided to cancel their order after the fact does not make our customer service poor nor does it make our employees pushy We tried previously and we would like to try again to work with this customer to resolve this matter. Resolving this complaint and any other complaint we may receive is of the utmost importance to us We are willing to discount the price of Mr& Mrs***' order from the original contract price of $3,down to $2, This is over $1,in savings to them The carpeting we prepared for this customer is still here sitting our warehouse and we can move forward on that right away if they would like to take us up on this offer If this is not an agreeable option, we are happy to meet or beat any competitive quote this customer has obtained from another retailer Naturally, we would need something in writing from them regarding any offers they would like us to match, but we would apply any monies held on the previous order and apply them to this new order if they decide to move forward Lastly, if this customer simply will not consider doing business with us, we are prepared to offer an additional $refund back to them in the name of good customer relations. We understand that none of these scenarios are exactly what Mr& Mrs.*** requested in this complaint, but considering the facts at hand here, we feel we are beingmore than reasonable in resolving this matter Thank you for your time and please feel free to contact us if you have any questions regarding this matter

In response to Mrs*** most recent comments, we respectfully disagree with her remarks. In August of this year, we did in fact service this customer's flooring and those repairs were successful. We have attached a sign off from that visit. As you will see, Mrs*** signed off stating she was "COMPLETLEY SATISFIED" at that time. These minor repairs were handled efficiently and quickly. We do recognize that Mrs*** has contacted us since that time, but again she has not worked with us to get these new issues resolved. Case in point, we have reached to her by phone at least three times since this complaint was filed. She has not returned any of our calls, but found the time to respond back to this complaint even though we offered to work with her. All we can do is try to work with a customer in good faith to resolve their issues. If a customer will not work with us or allow us access to her home to perform the work she is complaining about, what can realistically be expected of us? With the mindset of resolving this complaint, we would be willing to extend to this customer a $refund in place of us performing the minor repairs this customer has contacted us about. This would not be our preference, but are willing to do so in order to give this complaint closure. Thank you and we hope to hear from Mrs*** here very soon

The Revdex.com must protect consumers from the actions of business', that choose to cheat or mis-represent the product, bought!We have had two issues with this company over the same practice of installing sub par products form that which we bought! The first time they made good on the complaint but this time, SAME issue of sub-par installationWe thought after they made the first action on our other home good that they would be wary of trying the same tactic againWe were fooled Same issueWhen we asked for help from the General Manager, for help again, we were told to sue him!We we bought high quality and were installed junk! AGAIN! Twice injured, twice wise. We viewed carpet we liked, but when it was installed, we commented upon the weave, backing being cheapThe installers promised that the carpet was the one we bought!!After JUST months the carpet has laid down on traffic patterns and we had two inspectors from the Company come outBUT, they are obviously, part of the problem!!The company refused to give us a copy of the purchase agreement nor the carpet statementThis speaks volumes to the ethos of such a company!!This Flooring company has proven, in two transactions to be less than reputable. We would insist upon receiving the invoice copy for the installed carpet, which was refused us! Please, Revdex.com, assist us, upon helping get the proper carpet we bought or refund!These type issues are exactly what the Revdex.com is here, present for!Respectfully, *** ***

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. We are very sorry that Mrs*** is unhappy in any way with her dealings with our staff. We did contact her today and happy to report that we have set up for a free in-home
estimate that will take place later today. We do ideally always want all decision makers present during any sales consultation. We feel Mrs*** may have overreacted to this request. Needless to say, she could not have been that upset about the matter considering she very eager to set up her appointment for later today. We have no doubt she will enjoy her experience today with her Design Consultant and we look forward to working with her on this project

In response to this complaint, let us begin by expressing our most sincere apologies to our customer Regretfully we are unable to read the attachments to this complaint that Mrs*** provided and therefore are not 100% in tune to exactly what she has communicated to the Revdex.com regarding
this matter We have tried to reach out to her a few times since the complaint was received, however she has failed to return our calls We are aware of Mrs*** order and we fully understand that she is unhappy That being said, if you read between the lines here, Mrs*** is not unhappy with anything we did She is simply unhappy with a choice she made The tile she bought from us was the product she specifically wanted She bought it and she hired another contractor to install it She then decided after half the tile was installed in her home that she did not like it anymore and she asked if she could return it If we sold products that could simply be put back into a box and sold to another customer, we would be happy to accept returns But the reality is that this tile is not that type of product and you will never find any company that would accept a return of tile that was already mortared in and installed in someone's home We are not exactly sure what Mrs*** is expecting us to do, but we are a fair and reasonable company As we said, we have left her a few messages and if Mrs*** would like to call us and communicate exactly what we can do to help her, we are happy to work with her in good faith to reach a resolution to this matter

Please be advised that this customer has been refunded in full Naturally, as with any company, our accounting department has a series of checks and balances in place regarding any monies that are paid out to customer or vendor We apologize if this process took longer than our customer
expected We can assure both this customer and the Revdex.com that we here at Express Flooring are not interested in any monies that are due to us and we always do our best to expedite any refunds and/or payments as quickly as possible As we have stated, this customer has been refunded in full We trust that this matter is resolved and our customer is satisfied with the current situation Thank you for your time and considerations regarding this matter and please feel free to contact us if we can be of any further assistance

In response to Mr***'s most recent comments, we please ask that you refer back our original response to this complaint. The carpeting installed for this customer is the exact carpet they picked out. We have offered to visit the ***'s home to show to this to anyone willing to join us and are still more than happy to arrange that should Mr*** and anyone from the Revdex.com be willing to accompany us. We would also like to point out that this is the second carpet purchase this customer has made from us, as Mr*** mentioned. For them to say that they now question their original purchase, but still decided to make a second purchase from us, seems very irregular. We feel any reasonable person can read between the lines and will understand why someone would make a statement of that nature. Sometimes customers simply pick out products and then regret it down the road. Buyer's remorse is a real thing and most everyone will experience at some point in their life. We are always here to help our customer's through tough situations like that. Most people go about this in a reasonable way and ask for our help. In those cases we do everything we can for that customer. But for this customer to make up falsehoods and accuse us of acting in the manner they have accused us of, is simply unfair and does not represent the truth of the events leading up to this complaint. We do always want to resolve any complaints we ever receive, regardless of if we agree with them. In an effort to accomplish just that, we would be willing to supply the labor to Mr*** to have his carpets replaced, at no charge. We trust that this gesture of good will on our part will suffice in resolving this complaint. Mr*** can contact us directly to make arrangements if he wishes to take us up on this offer

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I was promised a refund of $to be exact and I acceptedI haven't received the check yet as it was just promised to me today, Tuesday, 10/11/2016, 8:AM mountain time during my minute phone conversation with Mr*** *** the company National Sales ManagerHe contacted me today early in the morningHe left a message for me to call him back and he provided in his message his personal mobile number so I can call him back which I did at 8:AM as stated aboveI still have the recording of his message so I can assure you the company knows that what went down was wrongWe reached this resolution after apologizing for the way I was treated which was a welcome changeI find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedI promise to contact you the minute I receive my $check via mail
Regards,
*** ***

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. We have been in contact with this customer and have been working with her through her issues. We are please to report that all of her concerns have been addressed. We do feel
it is appropriate to point out the only issue that reasonable feel under Express's responsibility was a lifting piece of trim molding. This took a dab of adhesive and less than minutes worth of labor to repair. The other issues that this customer wanted addressed had to do with damages caused by the customer after the installation was completed. We did replace some gouged/scratched areas of the floor, at no charge, as a courtesy to help resolve the issue. We trust the actions we have taken will suffice in resolving this complaint and hope MrsReuben enjoys her new flooring for many years to come

Mrs***'s refund was processed on her credit card It does take some banks up to three business days to post transactions of this nature With the holiday upon us, we ask that she please give this until Monday, 1/4/ If the refund does not show on her account, she can feel to contact our office and ask for *** *** for assistance

I received two phone calls on Wednesday, Oct19th from Express flooring, about minutes apart, when I answered the call both times, there was complete silence, as if there were connection issues or someone didn't speak and wanted to make it appear as if they had called me On Thursday, Oct20th, I received one call at 1:37pm, from Michael, he left a message and said he wanted to discuss the issues He left a message and asked me to cal him back Around 4pm, the same day, I called him back and left a message I have not heard anything back, since I left a message.The $offer is simply not acceptable, I paid $4,for a product that is ok, but the workmanship is very poor, at best All I am asking for is the job done right, or 50% of my money back, so I can pay someone to do it right.Thank you.***

I did not postpone the process, every time they call to set up the replacement they tell me that their not sure how long it will take and I have had family here, I told them to call me on the 28th of February to get this job redone and now its march 7th, Express sent out a Floor inspector to see the floor job and he is the one that said that the job was one of the worst jobs he has seen in a long time and needs to be replaced.You ask express for a copy of the inspection and see what they say, here is the inspectors name and phone number, *** ***, ***, call him and ask him what he saw, express is a company that I would not recomend to even my worst enemy, I want this resolved, I have also sent o complaint to the ROC with pages of notes about this job from day one, let me know whaT THEY SAY YOU CAN SEND A COPY OF THIS TO HENRY THE GM AND EXPRESS IF YOU WANT. THANK YOU,*** ***

Please be advised that we spoke to Mr& Mrs*** today to schedule an appointment to have their issues addressed We did have our service manager out on vacation for a few days which slightly delay our response to their request While this is not ideal, please realize that
people do take time off from time to time and individuals whom work hard are entitled to some time off We are very sorry that this customer is frustrated in any way and we can assure them that their issues are important to us We look forward to meeting with them to resolve their issues

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that we are very sorry that Ms. Maffeo is unhappy or upset in any way.  At the onset of every relationship we have with any and every customer, we always try to be very...

upfront and clear regarding the furniture moving service we offer.  We do understand that preparing your home for new flooring is not simple task and many people simply are not capable of moving all of the items in their home.  This being said, furniture is not made to last forever and there are some instances in which once something is moved, it will be damaged no matter who moves it and how careful they are.  This customer signed off twice on the fact that while we do move furniture, we cannot be held liable for any damages that may occur.  We make this disclaimer not because we want or expect to damaged someone's furniture, but rather because sometimes it is unavoidable.  Despite this fact and the fact that the customer already agreed to not hold us liable for issues of this nature, we do want to resolve this complaint for our customer.  We have extended a $250 adjustment to their bill to help ease any financial burden repairing this bed may cause.  Ms. Maffeo has accepted this refund and we trust that our actions will suffice in resolving this complaint.

the response from express flooring is a gross exaggeration. I have spoken to three people at express flooring, all from me calling to get updates on what is happening. I have a text message from their employee Devon on 5/1 asking me if I ever got the T Molding installed? I informed him no that I was still waiting and that Steve in installation, who Devon passed his name on to me, has not returned my call.  Devon quite honestly has been the only one I've been able to reach and communicate with since he gave me his cell phone number. I have the phone logs on my phone if any inbound or outbound calls with Express flooring and can show no calls have been received or missed.  I also have the text messages from Devon and will show as proof. I'm very disappointed in the fabrication in the response from express floorings. I have no missed called from them nor any messages, and can show me calling them for updates, and never able to speak to anyone, I only am able to leave a message. This is incredible.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that this customer is anything less than 100% satisfied with their flooring and/or experience.  Please understand that prior to this complaint being filed,...

we did work with this customer through some of his issues.  If nothing else, this shows both our customer and the Revdex.com that we are here to take action on any items that this customer feels need to be addressed.  Since this complaint was filed, we have reached out to this customer daily.  Mr. [redacted] has not returned any of our phone calls.  If he does not communicate with us, naturally it is very difficult for us to resolve anything.  We are perfectly happy to touch up the baseboards and/or caulking.  If Mr. [redacted] does not like the color of a transition, we are happy to install a transition of the color of his choosing.  These issues are very minor in the grand scheme of things.  That said, we take this matter seriously and want to do whatever needs to be done to rectify the matter.  Unfortunately, refunding this customer 50% of their money is not an option we can consider.  If Mr. [redacted] is simply looking for monetary compensation, we can extend a $200.00 refund to him.  This would not be our preference, but if will help to resolve this complaint, we are happy to do it.  Thank you for your time and we look forward to working with our customer to give this matter some closure here very soon.

Thank you for allowing us the opportunity to respond to this complaint.  To touch on the details of Ms. [redacted] complaint, please know we are well aware of this customer’s concerns and have been trying to work with them for some time.  The order is under her husband’s name ([redacted]...

[redacted]).  We have been working with Both [redacted] and [redacted] throughout this process.  Mr. [redacted] first notified our office of some installation concerns to his flooring back in December 2016.  Since that time, we have tried very hard to work with them to resolve their issues.  We are confident in saying that the only reason this matter is not resolved is due to Mr. [redacted] and Mrs. [redacted] unwillingness to work with us in a reasonable manner.  Below we will respond to the individual concerns listed in this complaint. We paid 1K up front and agreed to finance 15K interest free for 12 months with a min monthly payment of $25.This statement is simply inaccurate.  We have attached a copy of Mr. [redacted]’s order along with the charge slip regarding their financing arrangements. The balance financed was given a term of 12 months, however this customer was never offered a minimum payment of $25.00. This is not a promotion that is offered.  This has been a point of contention for this customer.  We have worked with both them and [redacted] Financial on the matter.  We have exchanged countless emails and have had a conference call with both Mrs. [redacted] and a representative at [redacted] Bank.  No promo exists of this nature.  If one did, we would be happy to offer it to this customer (or any other customer for that matter).  We simply cannot force a bank to offer any particular promo along these lines.  Frank (Sales Rep) assured me the floor would be flush to the wall and not need trim moldingThis statement is also inaccurate.  The sales rep whom worked with Mr. [redacted] told this customer that they would need to finish the drywall down to the flooring.  To achieve a look of a finished wall down to the existing flooring, the drywall must be finished once the flooring is installed.  We have no control over where the drywall terminates in an existing home. We are not a drywall contractor nor did we ever tell this customer we would do any work to their drywall.  Their order is attached to this response and you will clearly see that this order does not call for any drywall repairs to be done.  The vinyl flooring was lifting, curling, and peeling along the edges causing a raised, inconsistent, and significantly snagging surface.The flooring we have installed was in need of some minor repairs.  No planks are lifting or peeling, but there are a few areas where the cuts could have been cleaner and some of the corners were slightly lifting.  This work would involve maybe an hour’s worth of labor to correct.  We recognized this back in December of last year and have been attempting to schedule an appointment with Mr. [redacted] & Mrs. [redacted] since that time.  Between December 2016 and now, we have made no less than 15 attempts to schedule with them.  They have refused us at every turn.  We would be happy to supply documentation to show this fact, as most of our communications have been in writing. Please know we are happy to schedule an appointment with them to handle these issues.  Mrs. [redacted] can feel free to supply a date directly to us or through the Revdex.com if she prefers.  We will make ourselves available upon her request.  There was no subfloor, and the Vinyl was not flush, proportional, or square along the walls, doorstops, and tile areas.Mrs. [redacted] is correct that no subfloor was installed, however no subfloor was needed.  Further Mr. [redacted] & Mrs. [redacted] did not contract us to install a subfloor nor did they pay for a subfloor to be installed.  There would be no reason for one to be needed.  As for the flooring being flush, proportional, or square to the walks, we respectfully disagree with these statements.  The flooring is installed properly and square to walls of the home.  This fact has been verified by the Arizona Registrar of Contractors whom has inspected the flooring that this customer’s home.  There were no directives issued regarding the layout.  The edging was cut very sloppily, the drywall did not meet the floor and the transitions were not smooth causing tripping hazards at the top of the stairs, on which one of our children has since tripped on and fell down the stairs.There were a couple of cut pieces along the wall in hallway that needed to be cut a fraction of an inch closer to drywall line, as we explained above.  These are items we have offered to repair as outlined above as well.  Again, the drywall not meeting the flooring is not something we had control over.  Mr. [redacted] again knew this would be an issue when he made this purchase.  Transitions are not meant to be smooth.  The reason transition pieces are even made to transition two floors that are not the same height, hence the name “Transition”.  The stairs are an issue that we have offered to correct.  The way the top step is currently finished off is not incorrect, however we do agree with the customer that it could have been done a different way.  We first offered to correct this back in December 2016 (over 8 months ago).  If someone tripped over this area, it could very easily have been avoided had this customer worked with us in good faith.  The only reason it has not been changed at this point is due to Mr. [redacted] & Mrs. [redacted] unwillingness to allow us access to their home to perform that work.  Again, we are happy to set an appointment with them now to get that taken care of.  Again, Mrs. [redacted] can feel free to supply a date directly to us or through the Revdex.com if she prefers.  We will make ourselves available upon her request.  [redacted] Financial contacted us stating we were past due on our payment and owed over $1,200 ($600 a month). We had not received a single bill and this was not the agreed upon financing payments quoted by Frank.The agreed to financing terms are attached to this response.  They are clearly listed on paper and Mr. [redacted] has signed off on those.  Our understanding of this matter is that [redacted] Financial has given this customer a loan under the terms they agreed to.  Any further issues regarding this topic should be directed to [redacted] Financial as we cannot speak on their behalf.  I filed a complaint with the Registrar of Contractors (ROC).The ROC determined EF had major issues with installation of the flooring and issued a directive.Mrs. [redacted] is correct in the fact that she did file a complaint with the AZROC.  The ROC did issue a directive.  This directive outlined the same items we have listed above, and despite what Mrs. [redacted] has written, the issues are extremely minor.  We have attached a series of correspondences between our office and Mr. [redacted] & Mrs. Harper.  As you will see, we have made over 10 attempts to schedule this work and were refused at every turn.   Mrs. [redacted] has conveniently failed to disclose that the ROC has closed this complaint due to their refusal to work with us in a reasonable manner.  We have attached the documentation regarding the closing of that complaint to this response.  As you will see on that document, the inspector assigned to the complaint clearly states “Please be advised that we are closing this complaint pursuant to: Correspondence we have received from the complainant. (Email denying access to correct issues).  Henry with EF sent a Settlement Agreement in order for any repairs to be done. It forbade me to file any complaints, talk about the issue to anyone and stripped my rights of any legal action.Over the last many months we have tried very hard to work with this customer to resolve their complaints as we outlined in the beginning of this response.  We did at one point agree to make certain concessions to this customer and perform some work that was above and beyond what both their contract called for and what the ROC directive stated needed to be done.  This work amounted to thousands of dollars in labor and materials, that we were willing to provide, assuming this customer made certain agreements on their end.  This did include them agreeing not to file any future complaints and considering the circumstances was completely reasonable request.  In the end, Ms. [redacted] & Mrs. [redacted] decided that they did not want to make that agreement.  Please know that was their decision, not ours.  Henry stated EF would pay thousands of dollars to ensure the complaint was not on the record.At the time in which we were discussing possible settlements with this customer, we were willing to make some concessions to this customer (outlined above).  However and as we stated previously, Ms. [redacted] and Mr. [redacted] turned our offers down.  One of our conditions was that the agreement be in place prior to the ROC issuing any directives.  Again, they turned us down.  Now this unfortunate incident is on our record with the ROC.  While we are not happy about this, it is the reality of our situation and we will move forward knowing that we tried very hard to help this customer.  We were reasonable and more than willing to make concessions to try to get the matter resolved.  We felt the need to go into detail on this response so as to show anyone reading this the lengths we have gone to try to resolve this matter with Mrs. Harper.  We are very sorry that they are unhappy in any way and would love nothing more than to give this matter closure.  Respectfully, we simply cannot be supplying this customer their money back under any circumstances.  That is not warranted and please do not forget that this customer is in possession of and has had the full use and enjoyment of their flooring for almost a year at this point in time.  We would be willing to discuss a small price adjustment to this customer, in the name of good customer relations, assuming it gave the matter complete closure.  At this time we can offer them $250.00 .  If this is not agreeable and Mrs. [redacted] wants to pursue this further, we have ample documentation to support our stance and it will be very clear to any objective party that this customer has not been wronged in any way.     Thank you, Henry J[redacted] on behalf of Express Flooring.  Henry J[redacted]Express Home Services, LLC dba Express Flooring (ROC200037)[redacted]
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In response to Mrs. [redacted]s most recent correspondence.  We feel she has a misconception of what "carpet shims" and "carpet ramps" are and what they are used for.  They do not cause tripping hazards.  They exist specifically to eliminate those!  For whatever reason, she has refused this offer, which is a easy and quick fix for this entire situation.  As for the carpeting, as Mrs. [redacted] says, she did pick out the carpet, and despite her comments, she picked that product off a sample of the actual goods she received.  The "board" she speaks of has a large 2 foot by 3 foot swatch of the carpet on it.  She got to hold, touch, and feel a sample of the actual carpet she received before she ever decided to purchase it.  We disagree with her statements that the carpet is poor quality, as that statement is simply not true.  Mrs. [redacted] may have her opinions on it, but her simply saying she does not like her carpeting does not justify her request to receive over $1,500.00 worth of flooring for free.The bottom line here is that our customer is unhappy with the product she purchased.  No matter where that issue stems from, it is still an issue and we do want to resolve it for this customer. We made offers in our last response to provide the carpet shims to this customer at no charge.  We are still willing to do this if she so desires.  We also made an offer to donate free labor if she wanted the carpet replaced.  This is also an offer we are still willing to live up to.  If Mrs. [redacted] does not want to take us up on either of these offers, we simply cannot just refund her the monies she has paid on this purchase, however we would be willing to offer her a 10% refund on her purchase price as a gesture of good customer relations if it will suffice in giving her some closure on this matter.  We feel we are being more than reasonable with this customer under the circumstances and we sincerely hope she is open to accepting of the numerous offers we have made in order to resolve this complaint.