New Way Title Corporation

In response to Mr. [redacted] comments, we are very sorry to hear that our offer of resolution was not agreeable to him.  We are not going to engage in a debate with this customer over who is right or wrong here.  Obviously both parties involved feel their side of the story has merit or else this complaint never would have been filed in the first place.  We always go out of way to accommodate our customers, regardless of weather or not we feel we are right or wrong.  This is precisely why we made the offers we did well before this complaint was ever filed.   Under normal circumstances we would have no problem making a small concession so as to resolve a complaint, however we have already agreed to make thousands of dollars of concessions to this customer.  We feel we are being MORE than reasonable by offering to essentially replace his flooring and we think that any reasonable and unbiased party would agree.  With this in mind, we respectfully request that this complaint be closed as resolved as we have agreed to make some very large concessions to this customer as a result of their concerns.  If Mr. [redacted] refuses to accept these offers, we cannot control that fact.  But the reality is we have again agreed to donate thousands of dollars worth of materials and labor to resolve this matter. If the Revdex.com does not feel that the offers we have made to resolve this complaint are sufficient, we ask that they communicate to us their thoughts on a fair and reasonable resolution, considering the facts surrounding this matter.  We are always open to an outside opinion and please know that resolving this complaint is again of the utmost importance to us.

First and foremost, name calling isn’t a very professional business practice. Second, I communicated immediately with Devin that the floors were unsatisfactory, and no further payment would be made on poor quality work. We were promised an actual inspector and the person who showed up works at a desk and likely doesn’t know how to install tile. There are dozens of places where the floor is uneven, I have photos of injuries my child has sustained from the uneven floors. When someone finally came he was rude and dismissed my complaints. He also said the problem was minor, in fact there are dozens of tiles that need replaced because of lippage and none of the grout is done correctly.  Because it took so long to get someone here, I THEN asked that the work be completed after the holidays so as to not disrupt my children’s Christmas. I have included photos of a couple of the mistakes but the truth is there’s too many to send.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very surprised to have received this complaint.  As Mr. [redacted] is aware, we have been in contact with him on a number of occasions regarding this matter.  We have...

had trouble reaching him however which has prolonged this process.   Besides the attempts prior to this complaint being filed, we have tried to reach Mr. [redacted] twice since the complaint was received.  As of the writing of this response, he has yet to return our calls.  Please know Express Flooring stands ready, willing, and able to install the needed transitional piece to this customer's flooring.  All our customer needs to do is return our call to schedule an appointment.  Thank you and we look forward to working with our customer to resolve this matter.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are pleased to report that we visited with Ms. [redacted] late last week and were able to address all of her concerns.  Please understand that while we can understand and respect Ms. [redacted]'s frustrations with this process, we have communicated with her and done everything in our power to make her happy.  The staircase, which has been her main concern has been completed for some time.  Ms. [redacted] did not like the standard materials that were used in this area.  We have recognized this fact and ordered a number of different products to try to change the look as per her request.  Please also understand that her desires here were not relayed to us until after the work was originally completed.  We did have to wait some time for materials to become available, but once they were, we have been very proactive in getting appointments scheduled and having any work she has requested completed.  Naturally, we are always here for our customers and we hope that both the Revdex.com and Ms. [redacted] know that she can feel free to contact us at any time is she ever needs any help with the flooring we have installed for her.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. We have been speaking to Mr. [redacted] over the last week or so regarding this matter. Let us please first apologize to this customer for the simple fact that he is frustrated and that we were...

unable to resolve this matter prior to this complaint being filed. We work very hard here to create and keep happy customers and please understand that we tried to be fair and reasonable with this customer since the beginning of our relationship with him. So that anyone reading this complaint can understand our position, we would like to point out a few points. Mr. [redacted] states in his complaint that he had “received 4 quotes” prior to meeting with our representative. Common sense would tell you that after receiving 4 quotes from other companies and then deciding to move forward with a purchase with our company that there had to be a reason why he choose to contract with us. Once can only conclude that one of two scenarios were in place. Either the 4 other quotes were for similar products of those Mr. [redacted] selected from us, and our pricing was better and more appealing to him. Or, Mr. [redacted] found a product he liked better with our company that was not offered from the other companies he meet with.  Mr. [redacted] has refused to share with us which one it was, but it is blatantly clear that he was a well-informed consumer going into this relationship who had clear options on how to proceed. He choose of his own free will to place an order with our company and he did so under a certain set of financial terms. By Mr. [redacted] own admittance, he is very happy with the products we provided and with the quality of the workmanship that was displayed during the installation. His only concern that he has expressed is in regards to the price. Let us please point out that the pricing of this order was discussed and agreed to prior to Mr. [redacted] signing a contract for the work that was to be done. If he had issues with the price, especially considering he had already obtained 4 other quotes, the time to have expressed those concerns would have been at the point of sale with his sales rep. Rather, Mr. [redacted] waited until he is in receipt of 100% of the goods and services he purchased from us and then decided to contact us threatening to file complaints of this nature against us if we didn’t immediately give him $2,000.00.  Mr. [redacted] also states in his complaint that he concluded that he is entitled to a $2,000 refund because he wants to be reimbursed for a carpet removal charge. The reality of this is that we did perform that service for him. It is not common practice in our industry, or any industry for that matter, to reimburse a customer for a service that was performed. Mr. [redacted] also states that he wants a $400 discount that he was promised at a “home show”. To address this point, please read back through his complaint. As you will see, he was given $3,000.00 is promos and discounts. He received this discount and much, much more. Mr. [redacted] then requests an additional refund stating he was “overcharged”. Again, Mr. [redacted] was in receipt of 4 quotes prior to meeting with our company. He was not overcharged in any way, and if our price was that much higher than our competition, than why did he place the order with us in the first place?  With all this being said, the reality here is that we have a customer whom is less than satisfied. Our philosophy in relation to matters of this nature is that we always want to resolve any and every complaint we ever receive, regardless of our personal feelings on the validity of the complaint. We take our customer service seriously and in the end here, we are prepared to take some steps to resolve this matter with our customer. We simply cannot agree to refund Mr. [redacted] $2,000.00 based off this complaint due to the facts and circumstances surrounding it. However, we are prepared to offer him a $250.00 discount in the essence of good customer relations and in an attempt to resolve this complaint. If Mr. [redacted] is willing to accept this gesture of good will we do ask that an agreement be in place outlining the arrangement. We can provide this to him upon his request. We thank you for your time and considerations regarding this matter and we look forward to working with our customer to resolve this unfortunate situation. If you require any further assistance and/or information please do not hesitate to contact us.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 resolved.
Regards,
Janet M[redacted]

Express Flooring is a reputable company whose utmost goal is always customer satisfaction.  We are very sorry to have received this complaint and we are well aware of Mr. & Mrs. [redacted]'s concerns.  Leading up to this complaint, we have tried very hard to work with them to resolve...

this matter.  Mr. & Mrs. [redacted] have actually placed multiple orders with us over the years.  If nothing else, we feel this speaks to the quality of service we offer.  In direct response to this complaint, Mr. [redacted]'s statements are simply not accurate.  The carpeting installed is the same carpeting that Mr. & Mrs. [redacted] picked out.  We have been to their home to verify this fact.  We have arranged for an independent third party to review this fact as well and they also confirmed that the carpet is correct.  We would be happy to visit Mr. & Mrs. [redacted]'s home with a member from the Revdex.com so that they can see for themselves exactly what carpeting was installed.  If this can be arranged, we feel it would give a very clear direction on how this complaint should be closed.  We take offense to accusations this customer is making as they are simply not true.  We are always here for our customers look forward to working with everyone involved to give this matter some closure.

It is never ideal when a customer is anything less than 100% satisfied with the materials they purchase and please know we are very sorry that our customer is unhappy in any way.  Mr. [redacted] notified us of his issues about a month ago.  We in turn filed a claim on the warranties the...

product carries with the manufacturer.  The manufacturer hired and independent, unbiased, and expect third party to do a review of the carpeting Mr. [redacted] purchased.  We have attached that report to this response and as you will clearly see, this expert third party has stated that the carpeting is not defective in any way and is acting normally.  Mr. & Mrs. [redacted] did contact our office yesterday. They were very aggressive with our staff and made threats of filling complaints of this nature if we did not replace their carpet.  Under the circumstances, we feel this is simply not fair.  This customer does not get to simply decide that we are responsible to replace over $5,000 worth of carpeting when there is nothing wrong with it.  In business, you sometimes find yourself in a situation where you do not see "eye to eye" with one of your customers.  We recognized this fact and took it upon ourselves to make this customer an offer to try to help them, BEFORE this complaint was ever filed.  As Ms. [redacted] states in his complaint, we have already offered to supply the labor to replace his carpeting.  This is value of well over $1,000.00 and we feel is more than generous on our behalf.  We recognized they were and are unhappy, and despite the fact that we did not agree with them, we made them this offer to try to resolve an uncomfortable and unfortunate situation.  We trust that this offer will suffice in resolving this complaint and it will stay open to Ms. [redacted] if he happens to change his mind in the near future.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to have received this complaint, however must say that we are very confused as to why it was filed.  To begin, Ms. [redacted] has already received her $250...

discount.  At the time it was offered, Mrs. [redacted] still owed our company $4,500.00.  She made out her payment less that $250.00.  Considering it was Ms. [redacted] who wrote the check for the lesser amount, we would think she would be in tune to this fact.  Regarding the washing machine, we had workers at her home last week to take a look at the appliance.  At that time, which was well after the install was completed, there was nothing wrong with it.  We even tried to follow up with Ms. [redacted] on the matter and she has failed to return our calls.  Instead it seems she just filed this complaint.  We are happy to discuss the matter with her further, but that naturally will require some dialogue with our customer.  She can contact us directly and we hope to hear from her here very soon.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that we have been trying to work with Mrs. [redacted] for some time now regarding this matter.  Please also be advised that she has filed complaints with the [redacted]...

as well as the Consumer Information & Complaints Division at the Attorney General's office.  We have attached a letter from the [redacted] regarding the complaint Mrs. [redacted] has filed.  As you will see, the [redacted] has dismissed this complaint as it is not valid.  We feel this document shows a lot about the validity of the this complaint and in light of it, would ask that the Revdex.com close this complaint at this time.  We are currently working with the Consumer Information & Complaints department on the other complaint filed by Mrs. [redacted] and have no doubt that complaint will be closed with no actions being required on our behalf.  Considering Mrs. [redacted] has notified multiple state run agencies of the matter, prior to filing this complaint, whom we are currently working with, we respectfully request that this complaint be closed at this time.  Mrs. [redacted] clearly has plenty of avenues to ensure fair and unbiased mediation of this matter.

They have not attempted multiple times to schedule the baseboards, that is a flat out lie! They could not do the baseboards due to the fact that they had not completed the flooring, which took multiple attempts from a total of three different occasions and three crews (just for the LVT); which included the fact they had to completely rip up the entire LVT flooring they had installed and start from scratch because of a lack of detail and craftsmanship the first 2 times. Now I have to once again sacrifice one of my days off and my time for them to come yet again to my home for the baseboards. Carpet had not been completed in the master bedroom until recently because they continued to put it off until they had completed the LVT flooring. Master bedroom was ready for install the following weekend after the first install date. Again, at every junction they have attempted to collect payment on a job that was still incomplete and have gone as far as to file a "preliminary 20 day notice" which is the first step they must take to file a lien on my home. Again they have done this and have not completed the job. We are almost 2 months into this nightmare. I would not have paid a dollar for the materials or service if I knew this were to be the outcome!

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know we are very sorry that our customer is unhappy in way, regardless of the circumstances.  Please know there are two sides to every story and in this particular case, we...

feel that Mrs. L[redacted] requests are not warranted considering the circumstances surrounding the matter.  We would also like to point out that Mrs. L[redacted] has intentionally waited to file this complaint until after her repairs were completed.  By her own admittance, the only reason she filed this complaint was to try to leverage an refund of some kind.  We have treated this customer fairly and with urgency every step of the way.  Service/warranty work is common in any trade, and the need for a repair from time to time does not entitle a customer to a refund.  This being said, we have been in contact with customer and we have been able to reach a mutually agreeable arrangement to resolve this matter.  We believe that Mrs. L[redacted] has already notified the Revdex.com of her desire to close this complaint.  We are very happy to report that both our customer and the Revdex.com can consider this matter resolved at this point in time.Thank you very much and please feel free to contact us if you require any additional assistance.

Express Flooring is  reputable and professional company whose utmost goal is always customer satisfaction.  Please know we are very sorry to have received feedback of this nature from this consumer.  We visit with any and every prospective customer with the intention on leaving them...

with a good and positive experience.  It seems in this case, this did not happen.  We would like to extend our most sincere apologies to Mr. [redacted].  This being said, any accusations of the nature this customer has explained are simply ridiculous.  We have been in business for decades and service tens of thousands of customers each and every year.  We offer the best products and competitive pricing on everything we sell.  Further, we offer our famous "lifetime installation warranty" with all residential installations we perform.  We can appreciate that this customer decided to purchase flooring from someone else, but feel it is unfair to communicate negative statements such as the ones listed in this complaint.  The pricing of any flooring project depends on a number of factors.  Product, quantities, warranties, demo, setting materials, hauling away & disposal fees, as well a multitude of other factors will figure into the final cost.   You must also realize there is a vast array of products on the market that will vary in price.  Further, we have adopted a policy over the years in which we are willing to meet or beat any legitimate quote any customer every obtains for flooring.  We think it is clear that this customer is not comparing "apples to applies" regarding his rendition of his experience with any other company he may have met with.  We trust that the Revdex.com and any reasonable person reading this complaint can read between the lines and realize this consumer is not supplying the whole story behind their experience.  We invite any person reading this who may be considering Express Flooring for their floor covering needs to contact us with any concerns or questions they may have.

As we explained in our last response, we are currently in the process of working with this customer to find a solution.  The fact remains that Ms. [redacted] CHOOSE to go with a different company.  She paints a picture as if she was forced to do this and/or was treated poorly in some way.  This is simply not the case and we feel that any reasonable person would not look down on us because an installer's vehicle broke down and Ms. [redacted]'s installation had to be delayed one day.  Again, we recognize that is not an ideal situation.  But in life and business things do happen from time to time and this was obviously not something done by design.  We have been in contact with Ms. [redacted] and have offered to reduce the monies she owes for the work we did complete by $320.00.  While Ms. [redacted] has not responded to us regarding that offer, we feel we are being more than fair with this customer considering we additionally already waived almost $1000 in cancellation and restocking fees.  All in all at this point, we have made almost $1300 in concessions to this customer and feel these actions should suffice in resolving this complaint.

It amazes me this company states they kept in contact with me during this process when the only time they would reply to phone calls/ text was when I filed a complaint on their website and twitter about the lack of customer service and unprofessionalism.   They failed to tell you they fired two installers sent, the floor was installed, completely ripped out and redone because of poor workmanship. When I tried to contact the salesman I was told he was no longer affiliated with their company and   they let him go because of issues they had with product he sold and resolving these.   The stairs got done last Friday and are satisfactory. The color of the floor, quarter round and stair-nose all vary in colors. I attached a photo of this. What I am dealing with now are lifting areas of flooring throughout the living room which I was told by Devon I would need to be considered as an installation warranty claim. I filed that and someone is coming out this week. I am taking time off work to deal with this.  I have wasted 5 vacation days dealing with this and 2 of the times no one showed up in the time period scheduled.   They advertises they pride themselves in fast service and can typically send someone to you the day you call who will help pick floor and install the following day. This is week 6 and I am still dealing with issues. I just hope others will research this company better than I did (I went off a referral) and make a decision based on reviews they see.I will never use this company again and concerned about their claim for "lifetime installation warranty" looking forward.

Please be advised that we have been in touch with Mr. & Mrs. Austin regarding this complaint.  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that our customer is anything less than satisfied with...

our services and we intended to do whatever is necessary to resolve these issues.  We look forward to working with them and have an appointment set up for next week to get any and all concerns they addressed and resolved.Thank you for your time and considerations regarding this matter and please feel free to contact us if we can be of any additional assistance.

In response to our customer's most recent comments, our intention with our last response to simply display that we are aware of the outstanding issues and that we had been trying to work with Mr. [redacted] to resolve them.  Nothing was exaggerated nor did we intend to communicate anything other than our desire to resolve the matter.  As our customer knows, the piece of trim that is needed is a custom ordered flexible & stainable molding.  The goods need to be obtained, stained, finished, and then finally installed.  We are working to complete this process as quickly as we possibly can and assuming Mr. [redacted] is available, we should be able to complete this task within the next week.

Express Flooring is very surprised to have received this complaint.  We have been working with Mr. & Mrs. [redacted] for some time now.  The repairs to their flooring are minor and marginal at best, however we always strive to create happy customers.  Mr. [redacted] has been very...

specific as to what he wants done and while we feel that the work he has requested is not needed, we have agreed to do it so as to ensure his satisfaction in the end.  We offered to do this work months ago but it was Mr. [redacted] who postponed the process.  We have been standing by awaiting his call to schedule.  We will reach out to him today and all Mr. [redacted] need do is supply a date in which the work can begin.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that Mr. [redacted]'s installation did not go as either he, nor we would have ideally liked.  This being said, we do ask that Mr. [redacted] realize that we have been...

there for him every step of the way.  He did report some issues with the original install.  We addressed that fact for him and corrected those issues.  In regards to the master bedroom carpeting, this installation was postponed at Ms. [redacted]'s request and once he was ready for us to perform that work, we did just that.  Please know that is now completed.  In regards to the baseboards, we have attempted to schedule that work on a number of occasions and just finally got Ms. [redacted] to agree to set an appointment, which is scheduled for Friday of this week.  We would have preferred that this installation go smoothly and without any sort of issues, as we are sure our customer would have as well.  But the reality of the matter is that these issues have all been corrected, or will be within the next 48 hours assuming Ms. [redacted] keeps the appointment he set with us.  We are very sorry if this customer is frustrated in any way and in moving forward we hope they will enjoy their new flooring for many, many years to come.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Let us begin by apologizing to Mr. & Mrs. [redacted] for the fact that any sort of repairs or service work were needed to their flooring.  Please understand that the issue was not a...

"nail" that was sticking up or anything along those lines.  Carpet is installed using tack strips that are installed around the perimeter of the installation area.  The tack strips have small tacks on them that sink into the backing of the carpet and keep it stretched into place, wall to wall.  It is very rare that anyone would ever be walking around the far edges of their carpeting, along the walls.  The purpose of these tacks is to stick into the carpeting, which is exactly what was happening at this customer's home.  That said, we always oblige any request a customer has for service.  What Mr. & Mrs. [redacted] are not telling you is that we sent techs out on three separate occasions prior to this complaint being filed.  Mr. & Mrs. [redacted] failed on each of those instances to be home for the scheduled appointment.  A fourth appointment was scheduled for this past Saturday and we were in fact able to adjust the tacks in one area for this customer to satisfy their concerns.  The service took less than 15 minutes to complete and Mr. & Mrs. [redacted] have signed off stating they are "completely satisfied" with their flooring.  We trust that the steps taken to satisfy this customer will suffice in resolving this complaint.  Please feel free to contact us if we can be of any additional assistance.