New Way Title Corporation

We are very sorry to hear that Mr. & Mrs. [redacted] are still frustrated.  If nothing else, we feel that our comments regarding this complaint, and Mr. & Mrs. [redacted] bringing up the fact that we offered to allow them to use the Restocking Fee we did retain towards a future order, shows that we have been trying very hard and have made numerous attempts to try to resolve this complaint with this customer.  Please realize that we are living within the agreements we made with Mr. & Mrs. [redacted] when our relationship started and they placed their order with us.  They filed this complaint in an attempt to avoid their financial responsibility to that contract and to the agreements they made.  We fully understand that this customer would prefer to not have to pay these monies, however we ask that anyone reading this please realize that there are two sides to this matter and that Mr. & Mrs. [redacted] were made fully aware of this policy before they ever placed this order.  This is clearly displayed on the documents we attached to our previous correspondence.  As we stated in our last correspondence on this matter, we do want to resolve this complaint.  We have offered this customer over $1800.00 in savings on this purchase and we have additionally offered to allow them to use the monies in question towards a new purchase.  Neither of these scenarios are ideal for us, but we are willing to make these agreements in the name of good customer relations and to give this matter some closure.  If Mr. & Mrs. [redacted] are unwilling to agree to either option, we are prepared to refund them an additional $200.00 on top of what we have already refunded them.  At this point, we have made four reasonable offers to resolve this complaint which all go well past what our agreement with this customer called for. We sincerely hope that Mr. & Mrs. [redacted] will accept one of these scenarios so that we can all move past this unfortunate situation.  Thank you for your time and please feel free to contact us if you require any further assistance on this matter.

[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,
Denise H[redacted]

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Mr. & Mrs. [redacted] felt the need to file this complaint.  We are well aware that there were some minor issues with their tile installation. ...

These were recognized actually by our installation team and we were proactive in trying to remedy the matter.  Mr. & Mrs. [redacted] are busy individuals and their schedules have played a roll in the timing of this matter being rectified.  Please understand that we always want everything done right the first time and there is no excuse for any work that is anything less than perfect.  That said, installers and people in general do make mistakes from time to time.  We pride ourselves on our workmanship and warranties and we are very sorry that any repair work, no matter how minor, was needed.  Please know that we visited with Mr. & Mrs. [redacted] last week and all issues were corrected.  A few tiles were replaced and in all the repair work took merely an hour or so.  We again are very sorry that this customer was frustrated in any way and hope they know that we are here for them should they ever need us in the future.

Express Flooring is a reputable and professional company whose utmost goals are always customer satisfaction.  We pride ourselves on our workmanship and our warranties and we are very sorry to have received this complaint.  As Mrs. [redacted] states in her complaint, she and her family did...

have a warranty issues prior to this matter.  As she will attest to, we stood behind our work, recognized the issue at hand, and took the  necessary steps to correct.  In that case, this involved replacing the carpeting we previously installed for them.  Mr. & Mrs. [redacted] did decide to upgrade the carpeting during this process, and we were cooperative with them in accomplishing that.  If nothing else, this fact shows that we are here to stand behind our promises and warranties when the issue is legitimate and within the guidelines of the warranties a customer purchases.  A year later, Mr. & Mrs. [redacted] contacted us regarding a new issue.  This issue was of a completely different nature.  The new carpeting we installed for them sustained some significant damage.  It was clear that this damage was locally caused and had nothing to do with the installation of the carpeting nor did it have to do with the manufacturing of the product either.  Mr. & Mrs. [redacted] disagreed with this assessment and in order to get an unbiased opinion, we had a third party review the carpeting.  This company is a licensed and certified expert in this industry and their inspection showed that not only were the damages locally caused, but in their own words, the damages were caused by "excessive physical force".  As any reasonable person would understand, products like carpeting do carry warranties, but those warranties are not going to cover wear and tear, or damages of this nature.  Mr. & Mrs. [redacted] seem to be under the impression that they can do anything to their carpeting and that we will simply just come in and replace it.  We are very sorry if were under that impression, but our warranties are clearly laid out on the contract Mr. & Mrs. [redacted] signed when they made this purchase, and damages of this nature simply are not included.  From a customer service standpoint, we are happy to repair the damage by using a remnant that they have left over from the installation to patch this area.  We are happy to perform this repair at no charge to our customer if it will help in resolving this complaint.  But we simply cannot just replace their carpeting for them or return any monies to them considering the facts at hand.  We sincerely hope that they will accept our offer so as to give this matter some closure.

Should our customer view the back of her order form, she will be able to see the guidelines regarding refunds.  This being said, we again are very sorry if there was an confusion regarding this matter.  Mrs. [redacted] refund was processed this morning and a check will be going out in the mail today for her.  As we stated in our last response, both our customer and the Revdex.com can be assured that this customer is receiving 100% of her deposit back.  While we understand that this most recent request from the Revdex.com asks that we make some sort of offer to resolve the matter, please realize that we agreed to refund this customer in full even before this complaint was ever filed.  We trust that this matter can be considered as closed, and again we are very sorry if this matter frustrated our customer in any way.  Have a wonderful day and please feel free to contact us if we be of any additional assistance.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Mrs. [redacted] 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. [redacted] 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. [redacted] 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,

We did in
fact state exactly what we wanted from the very beginning. We told the in home
rep that we had already got a quote from another company and they offered a
Duraplush padding. Not "upgraded" padding. Duraplush padding. Not
once in the entire encounter did we ever say simply "upgraded"
padding. We made it very clear that it was a specific type of carpet padding.
We had only stepped on a sample of this padding with carpet over it at this
point and did not know, nor could we know, that it looked different from other
types of padding. I had never seen carpet padding before so the assertion that
I knew what the installers had with them is completely fallacious. We were
never offed to walk on the padding before they installed it. We didn't touch or
feel it. The only thing the installers had us look at was the carpet itself. I
asked the installers what padding they installed and that it didn't feel right.
They told me they installed what was on the order and that I needed to call in
with complaints. After we had walked on the installed carpet and realized that
this was not the correct padding we went back to the original store to ask
questions about the type, company manufacturer, and look of the padding. It is
not an "obscure" padding product. It is in fact a very common padding
that many many companies offer. Mr Henry told me that he "did a google
search" and found nothing that matched our description but with my own
search not only did I find the Leggett & Platt Duraplush (which is the make
and model we got from the first store) I found a half dozen of other
manufacturers that offer similar products within 10 seconds. The padding that
was installed, claimed to be "Upgraded Deluxe Padding", is a cheap
recycled padding that is lumpy and not comfortable to walk on at all. Their own
lead installer, Tony, even agreed that the padding that was installed is in
fact lumpy and not comfortable. He explained that it is lumpy because it is
chopped up recycled padding that is compressed into a new sheet for installation.
We were told over and over again that the padding we were getting was super
comfortable and soft. "Like walking on air" was the sales line used.
So even if, which we did not, only say "upgraded" padding the padding
that was installed is not what was promised. We contacted them the very next
day, less than 14 hours, to let them know that they did not install the correct
padding. They took a 3 days to call me back which is outside the return period.
They said they had to send someone out to inspect it and that took a couple
more days. Even if I wanted to cancel at that point I couldn't.We didn't
wait weeks to find another product and then claim that's what we wanted. The
simple fact of the matter is that the in home rep was under trained and was not
at all knowledgeable of the products that we were talking about. She made the
error of assuming she knew what we were talking about. Had I known that this
subpar padding was going to be used I never would have allowed that to be
installed in my home. Why would I? We told her very specifically multiple times
that we wanted the Duraplush padding and she promised over and over again
that's what we were getting. I even asked her before signing the proposal if
that was the correct padding because it didn't say "Duraplush"
padding and she told me that's just what they write down but "Yes! You're
going to get the Duraplush, super soft, comfortable padding. It's the one that
feels like you're walking on air" We told her that we both suffer from
back and leg pain and that's why we wanted the Duraplush padding because it was
super soft and comfortable. That's where the "walking on air" line
came from. That's what she told us.  When I spoke with her on the phone
after the installation I asked her if she didn't know what we were talking
about and if she remembered us telling her we wanted the Duraplush padding and
she said "I thought that's what you were getting" So she admitted
that she thought we were getting the padding that we asked for and didn't know
that what she had written down was not the correct padding. We did every
thing in our power to make clear the type of product we wanted. I questioned
the proposal, we stated multiple times the product that we wanted and was told
that's what we were getting. Whether or not we were intentional mislead we were
mislead. We were told we were getting a specific product and that is not what
we got. We want what was promised to us. It is not our fault that the in home
rep misrepresented what the product would be or under quoted us for the type of
product we wanted. Either way the fault is with the company and not with us. We
should not be penalized for their mistakes. Attached is a
screen shot from Express Floorings website stating "that our friendly team
of experts is here to answer any and all of your questions. IT IS OUR
NEVER-ENDING DESIRE TO WORK TOWARDS HAVING ALL OF OUR CUSTOMERS 100%
SATISFIED" From rude and dismissive reps on the phone to the complete lack
of knowledge and misrepresentation of the final product I have yet to see
friendly experts from any of the people I have dealt with. Nor have I seen
" never-ending desire" to rectify the situation. I would also like to
add that if my conversation with the home rep was in fact recorded then they
will have proof of her admitting her mistake. Also attached is a screenshot
from my phone proving that I did call the very next day.

In response to our customer's most recent comments, please know that we sympathize with our customer.  We fully understand that when something happens it is always much harder on the person directly effected.  We, just like our customer, wanted her project to go smoothly and to transpire without incident.  While we did not mean to downplay anything, the good news is that the issues at hand are very easily correctible.  The intent of our last message was simply to ask Mrs. [redacted] to work with us.  We have called on more than a dozen occasions dating back to before this complaint was ever filed.  Mrs. [redacted] has yet to return our calls and schedule a date for her issues to be addressed.  If she would simply work with us, we have no doubt that any and all issues she has will be corrected here very soon.  Thank you and we look forward to hearing back from our customer.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know we are very sorry that Mrs. [redacted] felt the need to file this complaint.  We tried very hard to address this customer issues previously, but it seems she was not 100%...

satisfied.  As the Revdex.com knows there are two sides to every story.  Mrs. [redacted]'s comments in this complaint do not fairly represent the events leading up to this complaint and are extremely one sided.  That said, the goal here is to resolve the matter and not to argue it.  We did contact Mrs. [redacted] upon receiving this complaint and worked out an arrangement with her. She will be receiving a small refund as a token of our desire to give this matter closure.  We trust that our actions will suffice in resolving this complaint.  Thank you for your time.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that have been trying very hard to work with Ms. [redacted] to resolve her issues.  There were some minor issue with her installation.  These issues were very easily...

correctable and we have meet with her to go over those.  The issue has been that Ms. [redacted] has not returned our phone calls to schedule an appointment.  We have called her on almost 10 occasions over the last week.  Most date back before this complaint was even filed.  She simply has not called us back.  We tried to reach her again this morning and her voicemail box is now full.  We fully recognize that Ms. [redacted] has a life outside of her flooring and it is possible that something has come up.  We do ask that she contact us back so we can work together to solve these issues.  Thank you and we look forward to hearing from her.

As the customer and home owner, I take offense to the problems being referred to as minor! Upon entry to my home the walls were freshly painted no dents or dings, the baseboards were as new, my furniture was brand new. They neglected to cover my furniture, wrecked my walls and baseboards. I feel disrespected in many ways. They set up an appointment to correct the problems, left me sitting here for the entire day, and if I hadn't called them I would have not received a call back. I have never not taken their calls, until the Revdex.com instructed me to not speak with them until the investigation was complete. They have never been so consistent calling me until I contacted the Revdex.com! My home was unprofessional installed, and the repair was even worse they used caulking to fill the gaps, and I was told I'd receive new planks, they came unprepared with not enough planks to finish the job. At this point I don't trust Express flooring to do the job to a professional standard, as that has been shown in the initial job and the repair job. I given them chances to get it right, to no avail. Not to mention my walls and baseboards wrre to be repaired a week ago, another no call no show! This seems to be a pattern with Express flooring, from my experience and from the MANY complaints that were posted on Yelp, and their own reviews page. My faith and trust have been destroyed by this company, and I'm left to fix what they've failed to fix. I'm loosing money in this no them! I wish this company had been so concerned before my complaint to the Revdex.com maybe then I'd have trust in them. For them to say minor I'm appalled, and saddened by this statement, and am wondering how they would feel if someone came into their home and disrespected it as they've disrespected my home  I have voicemails, documented everything said and done, more pictures, and witnesses to the before and after of the condition of my home and their work.

You have claimed to be a reputable and professional company, however I have found in my dealings and my research online to find the statements untrue.  Your goal does not appear to be customer satisfaction, but rather supplying nothing more than false promises and undesired results.  It is...

my strongest belief that the only unrealistic expectation I had was of this company.  To say that there is no carpet on earth that would resist against these types of snags is completely false.  I would not consider this damage, as your own representative who visited my home even said that this was caused by common usage and simply my pet walking over the floor.  Upon doing my own research, simply recommending a cut pile over a looped pile would have resulted in a much more favorable manner.  This was not the case.  The carpet I had before this new installation lasted over 10 years without these kinds of deficiencies.  The only blame I accept is not doing research on my own first and trusting the word of this company's representative calling himself a professional.  In doing so I could have saved much of my time and money.  This entire experience has been nothing more than an $11,000 lesson in trust and humility.As for the "advice" that I was given concerning the hygiene of my pet, it was, in fact, NOT solicited and was given to me in a rather backhanded and rude manner.  To say that your representative "gave me advice" only furthers the insult.Once again, this company has offered nothing more than the recommendation of cutting the carpet (and ultimately CREATING a cut pile over looped) or buying new carpet.  Neither of these suggestions appear satisfactory as it is either labor intensive or expensive at my own cost.  I have also attached two pictures to this message to show anyone interested the extent of the deficiencies in this carpet.

In response to our customer's most recent comments, we again are very sorry that we all find ourselves at this juncture.  The reality of the situation is again that Mr. [redacted] received exactly the same products he purchased and paid for from us.  One would think that if the padding was such a point of concern, that Mr. [redacted] would have made sure that not only his contract indicated the products he wanted, but that the products installed were the ones he actually wanted.  It is clear here that there was poor communication between Mr. [redacted] and our sales rep.  While we are very sorry again that this customer is unhappy, it is not reasonable for any customer to expect us to read minds.  A consumer has the responsibly to communicate to a vendor what they want.  And if they don't, that vendor cannot be exposed to unlimited amount of liability.  We again have offered to supply the labor, at no charge, to replace the padding.  This would include removing and completely reinstalling over $6,500.00 worth of flooring!  As you can see, we are not being unreasonable or inflexible with Mr. [redacted] to try to solve this problem.  Resolving this complaint is of the utmost importance to us.  Therefore on top of supplying the labor to replace Mr. [redacted]'s padding, we will refund him the monies he paid for the padding he bought from us.  This amounts to $216.85.  We sincerely hope this offer in good faith will suffice in resolving this complaint.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please be advised that we have reached an agreement with this customer and we are moving forward in resolving their issues.  Please understand that companies naturally change their...

policies and over time and as new products develop warranties do change.  This customer placed their order with us many years ago and was mistaking some of the details of their warranty with some of the recent advertisements they had seen on TV.  This aside, as we stated earlier, the matter is now resolved and we trust that this complaint will closed accordingly.  Thank you for your time 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 learn that Ms. [redacted] is anything less than 100% satisfied with her experience at this point in time.  Our goal is to work with her through any and all issues...

she has.  With her cooperation we expect to have any and all matters she has rectified here very soon and that process has already begun.   We again are very sorry that things did transpire as either she, nor we would have ideally liked.  But can assure both her and the Revdex.com that our intentions are to remedy this for her as soon as possible.  Thank you for your time and please feel free to contact us if you require any additional assistance.