New Way Title Corporation

We are very sorry to hear that Mr. [redacted] is unwilling to accept out offer to resolve this matter.  We sense from his most recent response that he is angry and/or upset in relation to our response.  Please know this was in no way our intention and we are very sorry if he interpreted it that way.  We are simply trying to give closure to these unfortunate circumstances.  We also ask that Mr. [redacted] realize that he has put us in a position in which are forced to defend ourselves.  He must expect and cannot be upset if we simply state our side of the story.  As we pointed out in our last response, Mr. [redacted] states he had 4 other estimates prior to placing this order with our company.  We do everything on the "up and up" and we are extremely up front with our customers when it comes to pricing.  Mr. [redacted] knew exactly what his financial obligation was when he entered into this agreement.  Nothing was hidden from him in any way. We in turn lived up to our end of the bargain and we delivered and installed his flooring.  Now, he has gone back on his end of the bargain and does not want to pay the monies he agreed to pay.  Mr. [redacted] may not like hearing this, but that is the reality of the situation.  We certainly do not like being put into this situation, but this regretfully is a part of business and we are doing our best to deal with it.  We did speak to Mr. [redacted] before this complaint was filed.  He did tell us that if we didn't give him $2,000.00 that he would file this complaint.  We simply were unwilling to do that as if Mr. [redacted] had told us he wanted to pay $2,000.00 less than what he agreed to pay, we never would have filled his order and we simply would have gone about our business.  He has unfairly put us in a position in which we have to work for less monies than we agreed to originally with this customer.  Again, this may be something Mr. [redacted] doesn't like hearing, but it is the reality of the situation he as created.  Please do not forget that he again had 4 other estimates prior to him placing his order with us.  It makes no logical sense why this has turned into an issue in which a complaint of this nature was filed, considering the statements he has made.  To try to resolve this matter prior to this complaint being filed, we did offer Mr. [redacted] $500.00 if he agreed to not to file any complaints of this nature.  He choose, of his own free will, to turn that down.  Again, we were very up front on this and nothing was hidden.  Mr. [redacted] again is trying to go back on agreement that was previously discussed.  As you can see there is a history here with this customer.  It appears he simply does not feel he is obligated to live up the agreements he makes.  Consumers have rules and ethics that they ideally should live under just like businesses do.  Our society is much more lenient when it comes to the consumer than they are in relation to a company of our nature, but that does not mean that any customer is simply allowed to just randomly decide a month after they receive a product how much they want to pay for it.  Our industry does not work that way, nor does any other industry we have every heard of.  We are sorry to be so blunt about the matter, but again, this is the reality of the world we live in.We offered Mr. [redacted] a refund in the amount of $250.00 in our last response.  We offered this in the nature of good customer relations and in an effort to resolve this complaint.  Please realize that if any monies were actually legitimately owed to this customer, that we would have refunded those well before this complaint was ever filed.  We have only charged this customer the monies we agreed to charge him at the onset of our relationship, and not a penny more, and we delivered to him everything he purchased.  With this being said, and despite the history of broken promises and agreements, as we explained in our last response, we do very much want to resolve this matter.  We will honor the $500.00  refund we spoke of previously to this customer.  We will have to insist that for this to happen, that an agreement be in place and signed by both parties that outlines the terms of this refund.  We would request that this complaint be closed and we would ask that Mrs. [redacted] refrain from filing any future complaints, of any kind, against us.  We make this offer simply to resolve this matter.  It is not to be construed as an admission of guilt in any way.  We have done nothing but live up the agreements we have made since our relationship with this customer began and respectfully need to ensure that these actions give the matter closure once and for all.Mr. [redacted] may contact us directly to work out the details of this agreement if he is willing to move forward.  He may call our office during normal business hours and ask for [redacted] to make the necessary arrangements.  We thank you again for your time and for your considerations regarding this matter and we look forward to hearing from Mr. [redacted].

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that this customer is frustrated to the point in which they felt the need to file this complaint.  We work very hard to create and keep happy customers and please...

let us begin by saying that we fully understand why this customer is unhappy with the current situation we all find ourselves in.  With this being said, the details of the agreement they entered into were very clear and laid out for them, in writing, at the onset of our relationship.  We ask that anyone reading this please realize that while we can understand this customer's frustrations, that does not mean that we have done anything wrong and/or treated this customer unfairly in any way, shape, or form.  This customer placed an order with our company back on March 24, 2015 for $11,889.91 of custom flooring that was to be installed in their home in Tucson, AZ.  This order, along with each and every order we have accepted over the history of our company, has a clearly defined cancellation policy listed on that contract.  This policy states that any customer has three (3) business to cancel their order and receive a full refund of any deposit they have supplied to us.  This very same contract also states that should a customer cancel an order outside of the three (3) business day period, that the order is subject a "restocking fee".  In order to understand why this type of policy is in place, one must look at a matter of this nature from both sides of the fence.  Please realize that there is a very REAL set of costs that are involved in filling an order of this nature.  Once a customer places an order with out company, they set into motion a chain of events that causes a company like to us to invest thousands of dollars in man hours, materials, shipping, warehousing, and other costs related to preparing and shipping that order for the installation.  Once these costs are committed, they can not be recouped or reversed.  This is precisely why we ask our customers to sign a legal and binding contract when they place an order with our company.  We want them to be 100% sure that they want to move forward with the order and with their purchase.  We have attached our agreement with Mr. & Mrs. [redacted] for your viewing.  As you will see, there are two documents attached to this response.  These two documents are actually printed on the same page of the original document, which is double sided.  If you refer to the first attached page, you will see roughly 2 inches above Mrs. Davis' signature the statement, "I have read the contract including the terms and conditions on the reverse side and agree to be bound by them.".  The second attached page is those "terms and conditions".  The bottom of the page, in BOLD letters, is the customer's "NOTICE OF RIGHT TO CANCEL".  This policy clearly outlines the customers right to cancel the order, without penalty, within 3 business days of the date that they placed the order.  As we stated earlier, this order was placed on 3/24/15.  Mr. & Mrs. [redacted] did not notify us of their intent to cancel this order until 6 days later, which was well outside of the three business day period from the date the order was signed.  In the complaint that was filed, the customer has stated that we have neglected to contact her regarding this matter.  Respectfully, this simply is not the case.  It was on 3/30/15 that this customer notified us of their intent to cancel.  On 3/31/15, Mrs. [redacted] spoke to [redacted] in our office regarding the matter.  During this conversation, [redacted] agreed to significantly reduce the total contract price of this order for our customer.  The reality at that point was that we had already fulled processed this order.  We had purchased and/or cut all the needed materials from our inventory at our headquarters in Phoenix, and paid to have those goods shipped down to our Tucson location.  We had committed a very significant amount of money and resources into this order and we were trying to do what we could to salvage a bad situation.  At first Mrs. [redacted] agreed to move forward and we scheduled her installation for the following week on 4/9/15, as per her request.  On 4/8/15, we called our customer to confirm their installation for the following day, which is standard on any and all installations.  During this conversation, Mrs. [redacted] told us that she was having second thoughts and she decided to cancel the order completely at that time. The following day, [redacted] from our office again contacted Mrs. [redacted] to inquire on the matter.  During this conversation, Mrs. [redacted] simply stated she did not want to move forward and she instructed us to cancel her order, which is exactly what we did.  Regretfully, due to the circumstances surrounding this order, the order was subject to the restocking fee that this customer agreed to pay when she placed this order.  As you can see on the terms and conditions of our contract with this customer, we are entitled to retain up to 25% of the contract price, and the deposit we received on this order didn't even cover 25% of the contract price.  Therefore, we have not processed any refunds for this customer in relation to this order.  As we stated previously, we fully understand why this customer is unhappy.  The reality is that no customer who incurs fees of this nature are ever happy about it.  But the truth of the matter is that this was something the customer was aware from the moment they began their relationship with us.  We hid nothing from them and rather were very up front regarding the details and policies involved in the purchase.  With this being said, we are a reasonable company and we want to work with our customer through this matter.  Resolving this complaint is of the utmost importance to us and we have no problem making some arrangements so that Mr. & Mrs. [redacted] are more comfortable with this situation.   Typically, any restocking fees that are assessed to an order are not refundable, nor are they redeemable on a future purchase.  However, in the nature of good customer relations and in an effort to give this matter some closure, we are prepared to make an exception for this customer. We can allow this customer to use the monies we have retained from their previous order towards a future purchase, with no penalty.  That essentially means they have the full use of a in store credit they can use to redeem 100% of the monies in question.  We feel that under the circumstances, this is a more than reasonable offer on our behalf and we sincerely hope that Mr. & Mrs. [redacted] can rest assured that we will do everything we can to take care of them.  They can contact our office during normal business hours to make arrangements to redeem this credit.  We ask that they simply ask to speak to [redacted], our Operations Manager, when they contact us.  We trust that these actions will suffice in resolving this complaint, however if you need any further assistance and/or information, please do not hesitate to contact us.  33

In response to Ms. [redacted]'s most recent comments, please know we here at Express are very sorry that she still not 100% satisfied.  It seems we were slightly misinformed prior to our last response.  That said our office has been in touch with Ms. [redacted] to schedule any and all needed work to take place.  Please understand that both we and our customers want the same thing.  We understand that Ms. [redacted] is frustrated, but all we want is for her to be happy.  When it comes to remodeling and construction of this nature, every situation, every home, and every customer's expectations are different.  We are doing our best to get Ms. [redacted] to a point in which she is happy.  From a customer service standpoint, we will be refunding Ms. [redacted] $100 for any inconvenience and/or frustrations she has experienced.  We understand that she should have preferred things run more smoothly.  We do ask that she consider the possibility that we have and had the same desires.  Thank you and again please feel free to contact customer if we can of any additional assistance.

I paid express flooring what I owed them in full. The original amount was 4,500 and when the scheduled appointment was canceled on 12/8/2016 I was give a credit of$250 which brought the total down to 4,250 and that is the amount I paid. My boyfriend, Chris Welch, contacted express flooring on 12/9/2015 for another complaint about express flooring not following what was discussed when the sales man came to the home and I was again credited another $250 that I have yet to receive. When the guys came to my house to fix the carpet they did not look at the washer so that is a false statement. The washer is still broken and needs to be repaired. The guys that came to my home are not certified to determine what is wrong with the washer. You are more then welcome to send someone who is certified to check the washer. I have not received a call from express flooring at anytime to resolve this matter. I tried to contact Henry on 12/19/2016 to resolve this matter but have not received a call back. They are free to call me anytime to come up with a resolution.

I was informed by the gentleman I talked to at the Contractor's Licensing Department that there was nothing that they could do because I had had to hire someone else to complete the work that Express Flooring failed to complete as promised.  Their department only works on claims that involve finishing work not completed and they do not help collect money.  He suggested that I hire an attorney to collect the money that was paid to Express Flooring.  The company has literally robbed me and treated me with absolutely no respect.  To date they have not given me any of my money back.  I am a disabled veteran and cannot afford to lose my money because they failed to perform the job as promised.  I am attaching documentation of how poorly Express Flooring treated me so that you can more fully understand what transpired.

I have looked over the contract several times and do NOT see the cancellation timeline. It refers to a "cancellation period" but I had to call in to find out how long that period was.  Also.. the check CLEARED my bank on April 19th. So it has been 16 days since it cleared my bank and I have not even received one single email or call regarding when it will be refunded. That is not great customer service. Funny how you will reply to a Revdex.com communication but not from me personally.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.   We are very sorry that Mrs. A[redacted] is frustrated to the point in which she has filed this complaint.  As she is well aware, we have been trying to work with her through this...

minor issue.  Transitions can be tricky as no two house are the same.  Many factors play into what transition may be needed between any two sets of flooring.  The doors, door casings, subfloor, baseboards, the type of flooring installed, and even a customer's personal preferences all play a factor.  We would like to point out that we called Mrs. A[redacted] to address this matter the day before this complaint was filed.  We also called her yesterday as well upon receiving this complaint.  As of the writing of this response, she has not returned out calls.  Needless to say, we do need some cooperation from our customer to rectify this matter.  Please know that both the Revdex.com and our customer can rest assured that this matter will be taken care of.  As we stated, we have been trying to do this even before this complaint was filed.  We look forward to hearing back from Mrs. A[redacted] here very soon and to giving this matter some closure.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Naturally we enter into ever relationship with a customer with the idea of them being happy and satisfied with our services and the products they purchase.  The reality of things is...

that our customers are not flooring experts.  That is exactly why they hire us to perform work of this nature.  You can tell the exact same thing to 100 different customers and each one of those customers is going to process and interpret things slight differently.  For whatever reason, this customer was expecting something different than what they received.  What this customer is not telling the Revdex.com is that when they reported this issue to our office, we stopped what we were doing and asked them one simple question. That question was what they needed to resolve the situation and to make them feel comfortable in moving forward.  They responded to us by asking for new carpet padding, one that was better than the one they had purchased.  When we asked what type of padding they wanted, they responded by telling us that they didn't know and told us were the experts and to "figure it out".  Needless to say, how can a customer accuse us of giving them something other than what they purchased when they couldn't even tell us what they wanted?  This being said, we worked through the issue with them.  We agreed to upgrade their padding at no charge.  This is an upgrade worth over $800.00 to them.We are very sorry that this customer is unhappy in any way.  We have taken steps to resolve their issues and they are currently in receipt of better and higher quality goods than they purchased and paid for.  While we feel we have more than compensated them for their issues, resolving complaints of this nature is very important to us.  Regardless of our feelings as to what is right and/or wrong, the fact remains that this customer felt the need to file this complaint.  With that in mind, we will process an additional $200.00 refund to this customer.  Between this and the upgrades they have received, they will be getting more than $1000.00 in compensation on this matter.  We trust that this will more than suffice in resolving this complaint.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to have received this complaint from Mrs. [redacted]  We want nothing more than for our customers to be happy and satisfied with both the products they select for...

their home and with service they receive from us.  Please realize that we do not select flooring for our customers.  We provide them with samples of the products we sell and help to guide them in the selection process by answering any questions they may have, but ultimately it is the customer who makes the decision on what product they purchase.  We naturally would never want to sell a customer a product if we know they are going to be unhappy with it.   In all fairness, if a customer selects a product and pays for those materials, there is simply no way for us to know that we may end up in this type of situation six months down the road.  If we had a crystal ball and could predict the future, we would have taken steps to avoid this.  The reality of the matter is that, while we sympathize with Mrs. [redacted]s frustrations, she is not upset with any we did.  She is upset with the carpet SHE selected.  Please know we have tried to work with her through this matter.  Mrs. [redacted]s main complaint has been that the carpet does not meet up to her tile flooring that is adjacent to the carpet we installed. The existing tile flooring is a fraction of an inch higher than the carpeting.  This is not an uncommon occurrence in our industry.  Tile is installed on top of mortar and is generally a thicker product than carpeting.  To account for this, there are products available called "carpet ramps" or "carpet shims" that are used to taper off the height difference of the two types of flooring.  We have offered on numerous occasions to install this for Mrs. [redacted], free of charge.  For some reason she has refused to allow for this to happen and instead she has demanded that we replace her carpet with a thicker product.  While we always want to help our customers, her expectation of us just replacing her flooring is simply not reasonable in our opinion.  Our business deals with custom ordered and custom installed goods.  We cannot just put her carpet back on a shelf and sell it to someone else.  It is custom cut and custom installed her home and it is the product she said she wanted.  We understand that Mrs. [redacted] is unhappy with the carpet she selected, but again, her unhappiness lies solely in a decision she made.  As we stated earlier, customer satisfaction is always our goal.  We are always reasonable and fair with our customers and we expect same in return from them.  Resolving this complaint is important to us and in an effort to achieve just that, we have a couple of options for Mrs. [redacted]  As we explained, we are happy to supply and install the carpet ramps that we discussed earlier, at no charge to this customer.  If this course of action is not agreeable to Mrs. [redacted], and she still wants to pick out a new carpet, we will provide the labor on that replacement, free of charge.  Mrs. [redacted] would be responsible for the cost of the materials she selects, however we will do everything we can to help her keep those costs down.  If Mrs. [redacted] would like to take us up on either of those offers, she may contact [redacted] Jaffe in our office at her convenience.  He can be reached at [redacted] during normal business hours.  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.

Nothing was offered that we couldn't get because this is their current promo offer on tv.  Free installation is already part of their ad so their " olive branch " offer is just a slap in the face.  The fact still remains that the carpet was to be commercial grade that would not show traffic.  The carpet looks decades old but only less than a year.  We viewed multiple yelp reviews yesterday and found similar complaints throughout 2017.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that it is always frustrating and disappointing to hear feedback of this nature from a customer.  Managing situations of this nature is a struggle for any company in our...

industry.  The reality is that in any trade, not just flooring, a consumer does have some responsibilities in regards to care and maintenance of the products in their home.  We do offer a lifetime installation warranty on the work that we do, however that warranty does not cover damage to flooring caused by the customer.  We cover the work we do and we take responsibility for things we have control over.  However, if a customer damages their own floor, we cannot reasonably be expected to simply fix or replace their flooring.  What Mr. & Mrs. [redacted] have not told you is that we have investigated this claim and even outsourced an independent inspection company to assess the damages to their flooring earlier this year.  We have attached the report from this inspection for your viewing.  Please realized this report was generated by an independent & unbiased expert in this industry.  As you will see on this report, they clearly show that the damages at hand were caused by moisture damage and further, the damages were clearly caused post both manufacturing and installation.  We know that no customer wants to get news of this nature and we are very sorry that we all find ourselves in this situation.  We are more than happy to work with customer regarding the costs involved in replacing their flooring, but we simply cannot agree to just replace their flooring under any warranty at no charge, as no warranty covers damages of this nature.  If Mr. & Mrs. [redacted] are open to an arrangement, they can contact our office to work out the details.  We thank you for your time and please do not hesitate to contact us if you require any additional information.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  In our industry, one of our biggest challenges is managing customer's expectations.  We can sell the same product to 1,000 customers and inevitably we will get 1,000 different views...

of feedback on that same product.  This particular product that Mr. & Mrs. [redacted]) purchased has been a very popular product that carries over a 99% satisfaction rate.  When it comes to carpeting, customer's can and will form their own opinion of any particular product.  When that opinion is anything less than positive, it is always and unfortunate situation.  In this particular case, Mrs. [redacted] contacted our office concerned with the performance of those goods.  Upon us visiting her home and assessing the situation, we were of the opinion that the carpeting she purchased was not only performing positively, we thought the carpeting looked very good in her well maintained and clean home.  Mrs. [redacted]'s main concern was that the carpeting showed track marks in the traffic areas.  As most people know, any cut pile and very plush carpeting will move around under foot traffic.  When you turn vacuum over it or manipulate it with our hand, the carpet goes right back to its originally luster.  This is simply how carpet works and these products are manufactured to do just that.  This being said, Mrs. [redacted] disagreed with this assessment and insisted that something was wrong with her carpeting.  We in turn worked with the manufacturer of the carpeting who arranged for a third party to perform an inspection/assessment of the current condition of those goods.  This company was again a third party and an expert in this industry.  They are full certified and trained to make determinations of this nature.  We have attached a copy of the report they issued in regards to Mrs. [redacted]'s claim.  As you will see on this document, not only does this show the carpet is performing as it should, but the inspector using a field evaluation scale, developed by the Carpet & Rug Institute (CRI) whom is the industry's leading resource when it comes to standards of carpet and carpet installation.  This evaluation showed the highest possible grade for appearance change in the carpeting.  This means the look of the carpeting during this inspection was comparable to brand new and uninstalled carpeting.  The inspector goes on to state that no manufacturing and/or installation related defects were present.  From a warranty standpoint, it is easier to take care of a customer whom has a legitimate and clear cut issue.  You can simply fix the problem.  In cases of this nature, it is hard to fix something that is not broken and therefore makes the situation more complicated and harder to deal with.  We are very sorry that Mrs. [redacted] is unhappy and sincerely wish this was not the case.  But under the circumstances and considering the facts at hand, what could any reasonable person expect us to do?  From a customer service standpoint we do want to make this customer happy, but she did receive the materials she purchased and we have been able to verify and document that those materials are performing for her as they should be.  Therefore we simply cannot agree to just give her thousands of dollars back.  That said, we do want to give her a few options on how to proceed that would be agreeable to us.  If Mrs. [redacted] wishes to have the carpeting replaced, we would be willing to provide the labor for the installation of any new materials at no charge to her.  We would expect her to pay for the costs of the materials invovled, but again, we will perform the labor at no charge.  Or, if Mrs. [redacted]'s only route to happiness through this complaint involves money, we would be willing to refund her $200.00 from a customer service standpoint in order to resolve the matter and give this complaint some closure.  We feel that both of these offers are reasonable considering the facts at hand and we feel we are going above and beyond what anyone could reasonably expect of us.  We look forward to hearing back from Mrs. [redacted] on what she decides.Thank you please do not hesitate to contact us if you require any additional information and/or documentation regarding this matter.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to have received this complaint from Mrs. [redacted] and please know that that she states in her complaint, we have been trying to work with her through...

her issues.  While we understand Mr. [redacted] concerns, we feel that she is misunderstanding some facts regarding her order and regarding this complaint.  To begin, the product Mrs. [redacted] purchased is sold by an American Company.  The product is however physically manufactured in China.  Many companies in this countryoutsource the manufacturing of the products they sell.  This is common in any industry in today’s marketplace.  Many flooring products are manufactured in Italy, Mexico, Turkey, China, and dozens, if not hundreds of other countries.  Each of these countries makes a variety of products that vary in quality and price.  We have spoken to our sales rep whom helped Mrs. [redacted] through her purchase and he has verified that he never said anything that would give Mr. [redacted] the idea that all of our products are made in America.  Unfortunately, from time to time, customers develop certain ideas or make assumptions during the sales process.  We certainly are not mind readers and had we known that Mrs. [redacted] had any misconceptions, we most certainly would have discussed those with her.  The important reality of the matter is that Mrs. [redacted] got the exact product she purchased.  It is a very high quality and durable product and we are sure she will be happy with for many, many years to come.  In regards to the change order Mr. [redacted] speaks of, we ask that anyone reading this realize that as Mr. [redacted] states, it is not unreasonable to charge a customer for unforeseen costs that occur during aninstallation of this nature.  The change order was not “incorrect” as Mr. [redacted] implies.  With all due respect, if it was, Mrs. [redacted] would not have signed it and paid the monies in regards to it.  We charged her for a service that needed to be done to complete her project.  We were upfront about it and went over those costs and the need for them prior to her paying any monies and prior to any of that work being done.  If she had an issue with the monies quoted or the needed work, we easily could have discussed that and hashed it out prior to us getting this point.  In respects to Mrs. [redacted] claims regarding her cabinets, the work in her home was completed and signed off on over two weeks ago.  There was no mention of any damages to her cabinets until well after the fact.  Mrs. [redacted] did email us some photos of the alleged issues and we showed those to the installation team whom performed the labor on this project.  They adamantly deny that these damages happened due to their actions. Naturally this puts us between a rock and a hard place.   We have a customer on one hand whom we want to keep happy.  On the other hand, we have a good installation crew whom has been part of our team for years.  No matter what side we take, we are going to make someone unhappy and the reality is that we will never know what really happened.  Without taking sides, we have no problem making some concessions to make this customer happy to resolve this complaint.  We understand that Mrs. [redacted] has requested $2000.00 back on this purchase.  We regretfully cannot agree to a refund of that nature due to the circumstances at hand.  With this being said, one of Mrs. [redacted] concerns is over the change order monies she paid, which amounted to $500.00.  In the essence of good customer relations, we are prepared to split these costs with this customer on that end of things.  In regards to cabinets, we are prepared to also refund her an additional $100.00 for that matter as well which she can use to have the paint touched up on the cabinets.  Assuming these actions will resolve this complaint, we will refund her a total $350.00.  We thank you for your time in regards to this complaint.  We naturally would have preferred that everything went smoothly with Mrs. [redacted] order, however it is important to us to resolve this complaint.  We trust that the actions we have taken and the offer we have presented will suffice in accomplishing just that.  Please feel free to contact us if you require any further assistance regarding this matter.

In response to this complaint, please know
Express Flooring is a reputable and professional company whose utmost goal is
always customer satisfaction  We are aware of Mr. [redacted]'s issues and have
been actively trying to work with him on them.  Please understand there
are two sides to...

every story.  Mr. [redacted], as many customers whom file
complaints of this nature do, is painting a picture that is very one sided and
is not representative of the events leading up to this complaint.  Until
just a couple of days ago, Mr. [redacted] didn't even know the name of the padding
he is stating he wanted in this complaint.  When he meet with our sales
rep, he asked her for an upgraded padding.  She in turn sold Mr. [redacted] an
upgraded padding at his request.  We were out to install this customer's
carpet and padding several weeks ago and during that visit, Mr. [redacted]
go to see, feel, and touch the padding that was installed.  He had no
issues with it, as it was the exact product he was promised.  We installed
it for him and when the installation was complete, he signed off on those goods
and the installation of them.  It was not until after the installation was
done that Mr. [redacted] decided to contact us to say he "thought we installed
the wrong padding".  Upon him contacting us, we did visit with
him.  We pulled up a corner of the carpet and showed him the padding and
compared it to the sample of those goods.  We did verify the correct
padding was installed during that visit.  At that point Mr. [redacted] went to
another flooring company and found some obscure and extremely expensive carpet
padding and is now claiming this is what he wanted.  It is certainly
possible he saw that padding before he made his purchase from us, however if
this was in fact the pad he wanted from the beginning, he simply could have
told us and we would have been happy to find it and sell it to him.  But
that is not how things transpired.  During our last conversation with Mr.
[redacted] before this complaint was filed, he only told us the store he saw the
padding at.  He did not give us any other information.  In this complaint,
he all of a sudden has the manufacturer's name and product specifics. Mr.
[redacted] is asking us to redo over $6,000.00 worth of flooring with a new
padding that is over five times as expensive as what he bought and paid for
from us.  His requests simply are not realistic and/or reasonable
considering the circumstances at hand.  We have offered to supply the labor to replace
Mr. [redacted]'s carpet padding at no charge.  This is value of close to
$1,000.00.  We did tell him that he either needed to pay for the new
padding that he wanted, or he was free to purchase it himself from a third
party.  The reality is that this customer received exactly what he was
sold and paid.  We are deeply regretful that the matter has unfolded the
way it has.  We feel our offer to supply the labor to replace the carpet
padding is more than reasonable considering the circumstances surrounding this
complaint.  Thank you and we look forward to working with both Mr. [redacted]
and the Revdex.com to resolve this complaint.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that Mrs. [redacted] felt the need to file this complaint.  We are well aware of her situation and while we can certainly understand her frustrations, we...

feel we have been responsive and accommodating to her throughout this process.  Transitions can be tricky.  No two houses are the same and no two types of flooring are exactly the same.  From time to time, you run into a situation that is out of the norm, and you need to be creative to resolve it.  We are pleased to report that the transition pieces have been obtained and installed and Mrs. [redacted]'s project is completed.  We additionally have agreed to refund her a token amount from a customer service standpoint.  This refund has already been processed by our office and Mrs. [redacted] is in receipt of it.  We trust that our actions will suffice in resolving this complaint and please again know that we are very sorry for any stress and/or anxiety this matter caused our valued customer.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  In our industry, from time to time, jobs do take longer than both we and our customers would ideally like.  The idea is to do them right as opposed to doing them fast.  We...

understand this customer is frustrated with the time frame it took to complete the project.  That said, we always have qualified workers on site during every installation we do.  Please note, this customer has no issues with the workmanship and as of the writing of this correspondence, Mrs. [redacted] has confirmed that their project is 100% complete.  Again, we understand this customer's frustrations.  We are very sorry that they are upset in any way and they can feel free to contact us at any time if we can be of any assistance.

originally my resoulution was for Express Flooring to complete the job at the contracted price. I have found another company that will do the job for 6500. I will take your $350 apology and use it towards my new floors. that will resolve this dispute. the check can be mailed to my home adress.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In regards to our first complaint I fill at this point I have to keep our complaint open until this matter has been resolved. As per [redacted] with Express flooring we will not be able to determine what the problem is until further investigating is done, Express Flooring sent a investigator out four weeks ago he agreed there was some problems throw out the house,  Then Express Flooring sent a repair man out to fix all carpet issues  and he did not have the tools to fix the carpet's, In regard to Express Flooring response to this Sirius  problem I am glad to hear in your response, That Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction..   Now Marie said there will be a inspector coming out on July 22nd after 3pm. So until then  I and my husband are one hundred percent satisfied this claim will remain open . I hope Express Flooring stands up to there word customer satisfaction!!!!Thank you, [redacted] & [redacted]

Please be advised that this customer has been refunded in full.  We fully understand that consumers are very sensitive to the timeliness of refunds of this nature, but we do ask that you understand that any and every company has policies and procedures in regards to outgoing monies.  This...

customer has been refunded in full and well within the guidelines regarding their order with us.  We are very sorry that they felt the need to file this complaint, however we can assure them and any other customer we have that we are in no way interested in any monies that are not due to us.  As we have stated, this customer has been refunded in full and we trust that this fact will suffice in resolving this complaint.  Please feel free to contact us if we can be of any additional assistance.

In response to Ms. [redacted]'s most recent message, please again know we are very sorry that this customer is not satisfied with our response.  Contrary to her statements, her total cost on her original purchase was significantly more $1,500.00.  We urge her to review her records, as maybe this error is causing her to look at things from a distorted perspective.  Additionally, the product does carry a warranty, but as we have explained, that warranty does not cover damaged caused by a homeowner.  No type of flooring is indestructible and the fact that two of the three rooms we installed are perfectly fine shows that there is not a problem with the materials and/or labor that we provided.  It would be concluded that if either were faulty in any way the issues would be present in all three rooms.  But as Ms. [redacted] has confirmed, this is not the case.  As we explained in our last response, we have already made concessions to this customer.  We did so prior to this complaint being filed.  We do not feel we should be punished for being proactive in resolving this customer's complaint.  This being said, we will be happy to extend an additional $100 discount to the quoted price.  It is of the utmost importance to us to resolve this complaint and again feel we have been more than reasonable in doing so.  If the Revdex.com feels that our extension of discounts is not sufficient, we would ask that they outline what is expected in order to resolve this matter to their satisfaction.