Complaint: ***
I am rejecting this response because:My complaint all along has been that *** ***, O'Krent's sales representative , unknowingly was not aware that the tile he had found in the Marazzi display for us would not be anywhere near the color tile delivered to our home. *** *** perhaps also unknowingly says "with a slight faint blue" is like saying the San Antonio Spurs may be
slightly a mediocre NBA team. In fact the tile was mostly blue with some grays. There were no other tiles in that display or for that matter, anywhere in the area. If the tile had a "slight faint blue," then why would we have selected the only blue grout in ***'s color select box of grouts? As it turned out we had to come in to pick another grout.The O'krent company wants it to sound like it has all been my fault. This is not so. All these acts of kindness would have come with an expense that we should not or could not afford to cover. All our belongs were carefully stored in our garage. We were living in a motel room. This reminded us very much of the four times we had to evacuate from our home of years on Lake McQueeney. *** had also not been aware of the length of time the two crews would take. *** was not aware that his company could not produce the blue tile or one anywhere near its color. So the offer to "pull the installers" would hold water.
Regards,
*** ***
The facts regarding this complaint are simple:1) At the very beginning of this project (feet installed of the feet) it was determined that the material did not match the sample and we attempted to pull the installer off of the job while we researched the situation. At that point in time we would have discovered if the sample tile was actually available, and if not, the consumer could have either selected another tile to install or have their money refunded.2) Instead of allowing this to happen, the customer told the installer that he LOVED the tile and to keep going. He also told us that he wanted the installation to continue. This was "accepting" the tile on the project “as is” (with full manufacturer and installation warranties) and without any conversations about compensation.3) As the project continued he made the comment that the least we (or the manufacturer of the tile) should do is completely his master shower at no cost. This was an unreasonable request given the fact that the tile was accepted. Regardless, we spoke to the manufacturer on his behalf and they agreed to give him the tile for a new shower if he would pay for the labor. He declined this offer.4) Once the job was complete he pressed on regarding how we installed the wrong tile and what were we going to do about it. During my personal conversations with him we discussed that he had accepted the tile when we tried to pull off the job and no compensation was due. Regardless of this fact I offered him a full replacement at NO COST to him under the terms and conditions of our Day Satisfaction warranty. He declined this offer stating that they did not want to move out of their house again. Having tile replaced in your home IS a major undertaking and unfortunately disruptive. That being said though, it is very rare that a customer actually moves out of their home while the work is being completed. We are skilled in working around a homeowners schedule and always giving them access to “live” in their home while we complete their project.5) As you can see from the attached photo and description of the tile from the Marazzi website (http://www.marazziusa.com/search?keys=archaeology&field_size_value=&field_produ...⇄ the pattern selected Archaeology, the consumer knowingly accepted the tile on the project and asked us to proceed with the installationCash will not change the color of the tile
Complaint: ***
I am rejecting this response because we have hashed over my concerns in this area with Revdex.com, over the phone, and with representatives from O'Krent's, Marazzi, and Mohawk, and they continue to sound more and more like the great political circus of 2016 . I am not in the flooring business. I know very little about the tile industry. I do not handle customer's problems. I can't twist what really happened to make it sound like it was all our fault, that they were just doing their job, the job I paid them to do. What I do know, after O'krent's last explanation, it is
a fact that the blue tile *** *** had waiting for our approval was, in fact, not available at the time, was never available as we understood it would be. What do you call that, advertising, misrepresentation of a product, selling something that doesn't even exist?Since I am not gifted, nor have had the years of experience in trying to make someone appeared to be what they are not, I won't even give it a try. I will say that I am very disappointed in the way O'Krent has handled the whole matter They apparently made or are making no effort whatsoever to see that their representatives have the knowledge, training, correct & up-to-date information on their products. Had we been informed, not only about the whimsical color, but the notched edges and the indents of every single tile, we would have definitely gone a different route. Since O'Krent has brought up the subject of "staying in our home" while the work is being done, shows that he needs to get out of his office more often. Both the demo and the installers were utilizing all 1600+ square feet of our home every day. That means no range, refrigerator, commodes, furniture, closets, etc. The doors and windows were closed by me evary day after the crews left It took the installers five days to complete their work. If O'Krent would have "pulled his crew," had us to agree on a different "blue" tile, ordered it, re-scheduled the crew, that would have cost us no telling how many more days in a motel, at our expense. To put it in perspective we paid O'Krent's 50% the day we okayed the blue tile $10,220.81. That was October 14, 2015. After numerous hold ups they finished on November 20, 20015. Then they had to come back for touch-ups. I will never be satisfied with what O'Krent's did to us, and to this point have gotten away with
Regards,
*** ***
In speaking with the consumer and reading her complaint, there appear to be two primary concerns. The first concern has to do with the product installed in her home matching the sample in our showroom. This particular tile product is designed to look like true hardwood planks and in
order to create an authentic look it comes in different faces (prints). Each face is uniquely different in design, texture and color Unfortunately the sample in our showroom provided by the manufacturer only shows three of those faces and a room scene photo, all in very similar colors. When we received the product in our warehouse for the consumer’s project, our sales associate noticed the extent of variation; opened several cartons, laid them out in our warehouse and asked the consumer to inspect and approve the tile in our warehouse prior to installation. At this point in time the consumer had the option of cancelling the order or switching to another product if the material received was unacceptable to her. The consumer came in and identified faces that were objectionable to her. The consumer agreed to accept the received tile (without using those faces) and proceed with the installation. This required an additional cartons of tile which were brought in at no charge to the consumer. The installation was completed and unfortunately approximately of the objectionable tile faces were mistakenly installed, and the customer then also identified an additional (approx.) tiles of a previous “acceptable” face as now “unacceptable”. In order to remove and replace these objectionable tiles (at no cost to the consumer) would require an additional day of installation which is where the consumer has her second concern. At this juncture, discussions were held with the consumer to determine the best time to complete the necessary repairs. Her furniture could have been put back in place and the repairs completed anytime in the future that our mutual schedules would accommodate. The consumer requested the following Tuesday but unfortunately our independent contractors were already committed to other companies on that day. Not wanting to delay the project any further the consumer chose to make arrangements for a friend to watch her house on Monday while we completed the repairs. In our industry every home requires a custom installation performed by skilled craftsmen and unfortunately this project required an extra day to complete. At no point in time during the sales process, or on our sales contract, do we guarantee the length of time it will take to fulfill our obligation of a professionally installed floor backed by our Lifetime Labor Warranty. We are truly apologetic for the inconvenience of the installation requiring an extra day longer to complete. Follphone calls made by our Customer Relations Manager (CRM) on April and the consumer’s Sales Associate a few days later to ensure customer satisfaction and feedback were not returned by the consumer. The specific verbiage the CRM uses in their follow up calls include “want to make sure you are happy with everything” and “if you have any questions or concerns, please don’t hesitate to call”. In fact we did not hear from the customer until May 5th when she received her statement from the finance company and she was surprised that the dollar amount owed had not been adjusted to compensate for her inconvenience of the job taking longer than she expected. At no point before, during or immediately after the install did she ever request a discount, nor do we feel that a discount is in orderOur representative’s comment to “make it right” was in regard to removing and replacing the objectionable tiles…not a discount in price In short, the consumer has installed in her home the exact product that she contracted for and personally approved prior to installation. She has commented that she is content with the product and the quality of the installation and simply wants to be compensated for the job requiring an extra day. We feel that we have fulfilled our contractual obligations and will continue to honor our Lifetime Labor Warranty
As always, we are disappointed when
we are unable
to please a clientThis customer is correct in stating that the
tile installed in their home does not match the sample they selectedThe
sample selected was designed to mimic natural stone and was an earth tone tile
with a slight faint blue vein running through the one tile on the sample board
None of the tile delivered on the job had this blue veiningThis fact was
noted on the first day of the project after approximately of the 1,
square feet were installed. We tried to
pull the installer off of the job while we researched why the tile did not
match the sampleThe customer questioned why we were pulling off and they
instructed the installer to “keep
installing, we love the tile” or in their words from the complaint “I told the installers to keep going” By asking us to proceed with the
installation, the customer was accepting the tile “as is” knowing that it did
not match the sample they had selected. If
the customer would have allowed us to stop the installation at this point in
time we would have had numerous options on how to proceed. The customer told us that his main concern
was whether the tile would look good against their blue shower and they asked
us to replace their shower for them at no chargeAn offer of new tile at no charge for the
shower was made by the tile manufacturer if the customer would pay for the
labor to install the new showerThe customer refused this offer from the manufacturer
After the entire project was
complete, and despite the fact that the customer accepted the tile on the first
day of installation when it was noted as not matching the sample, we still
offered the customer our Day Satisfaction full replacement AT NO CHARGE FOR MATERIAL OR LABOR…of
which they refused
(The sample board has since been pulled from our
showroom by the manufacturer, Marazzi, because it did not represent the actual
product currently being manufactured.)
Complaint: ***
I reject this response because I still have yet to receive a final invoice for my home projectI went through their third party credit card for financing and they only show the lump sum amount due verses a by line itemized receiptI was told by both the rep and installers that they did not use all prep materials that were originally estimatedSo not only was I surprised there was zero financial compensation, I was shocked that no adjustments were made on actual materials usedAt this point, that is all I'm asking to be provided to meI also wish to make comments in regards to three of the claimed statementsOne, I was upfronted an additinal ten boxes "at no charge" to me by the manufacturer Daltile because they agreed their showroom samples were misrepresenting the current lot that was shippedThis is probably the reason numerous tiles had to be pulled up and replaced the last scheduled day of my job since those boxes arrived at my house sealed and not completely sorted through like impliedSecondly, all but maybe two tiles were identified by the rep, indicated by premanent marker because it was not up to the professional standards expected and only noticed after a second inquiry from me hundreds of miles awayThe work to replace those tiles was done prior to knowing it would take an entire day as I was on a flight back to San Antonio and was not notified they didn't have availablity until the following week to complete the job until I was standing in my house face-to-face with the installers at 4pmThe rep claiming they would "make it right" came after the tiles were already replaced and in no way referred to that as providing customer satisfaction specifically because I reiterated that the extra time I then had to take off due to the combined lack of accountability on their part during install equates to money lost as I am also in salesI understand not being able to anticipate the length of a job 100% of the time but not pre-planning for unforseen events to provide a customer multiple solutions is not how a reputable company operatesLastly, speaking with a Customer Relations Manager for the first time after all the issues endured over a three month period is redundant! Even after I contacted the rep on May 5th and received a call from ownership a day later, they were unaware of details concerning the jobThere was little action nor accountability that actually shows they are "committed to providing a truly exceptional customer experience" and fell short of "letting every person know we value his or her business" with the mention of age as a factor of my supposed inexperienced actions over a phone conversationAs a San Antonio native, I am greatly dissappointed that a local company of high reputation allowed one of their core values to be compromised due to conflict and on behalf of the customer's impression and satisfaction in which I never felt "important that they know we truly care about their business."
Regards,
*** ***
Complaint: ***
I am rejecting this response because:My complaint all along has been that *** ***, O'Krent's sales representative , unknowingly was not aware that the tile he had found in the Marazzi display for us would not be anywhere near the color tile delivered to our home. *** *** perhaps also unknowingly says "with a slight faint blue" is like saying the San Antonio Spurs may be
slightly a mediocre NBA team. In fact the tile was mostly blue with some grays. There were no other tiles in that display or for that matter, anywhere in the area. If the tile had a "slight faint blue," then why would we have selected the only blue grout in ***'s color select box of grouts? As it turned out we had to come in to pick another grout.The O'krent company wants it to sound like it has all been my fault. This is not so. All these acts of kindness would have come with an expense that we should not or could not afford to cover. All our belongs were carefully stored in our garage. We were living in a motel room. This reminded us very much of the four times we had to evacuate from our home of years on Lake McQueeney. *** had also not been aware of the length of time the two crews would take. *** was not aware that his company could not produce the blue tile or one anywhere near its color. So the offer to "pull the installers" would hold water.
Regards,
*** ***
The facts regarding this complaint are simple:1) At the very beginning of this project (feet installed of the feet) it was determined that the material did not match the sample and we attempted to pull the installer off of the job while we researched the situation. At that point in time we would have discovered if the sample tile was actually available, and if not, the consumer could have either selected another tile to install or have their money refunded.2) Instead of allowing this to happen, the customer told the installer that he LOVED the tile and to keep going. He also told us that he wanted the installation to continue. This was "accepting" the tile on the project “as is” (with full manufacturer and installation warranties) and without any conversations about compensation.3) As the project continued he made the comment that the least we (or the manufacturer of the tile) should do is completely his master shower at no cost. This was an unreasonable request given the fact that the tile was accepted. Regardless, we spoke to the manufacturer on his behalf and they agreed to give him the tile for a new shower if he would pay for the labor. He declined this offer.4) Once the job was complete he pressed on regarding how we installed the wrong tile and what were we going to do about it. During my personal conversations with him we discussed that he had accepted the tile when we tried to pull off the job and no compensation was due. Regardless of this fact I offered him a full replacement at NO COST to him under the terms and conditions of our Day Satisfaction warranty. He declined this offer stating that they did not want to move out of their house again. Having tile replaced in your home IS a major undertaking and unfortunately disruptive. That being said though, it is very rare that a customer actually moves out of their home while the work is being completed. We are skilled in working around a homeowners schedule and always giving them access to “live” in their home while we complete their project.5) As you can see from the attached photo and description of the tile from the Marazzi website (http://www.marazziusa.com/search?keys=archaeology&field_size_value=&field_produ...⇄ the pattern selected Archaeology, the consumer knowingly accepted the tile on the project and asked us to proceed with the installationCash will not change the color of the tile
Complaint: ***
I am rejecting this response because we have hashed over my concerns in this area with Revdex.com, over the phone, and with representatives from O'Krent's, Marazzi, and Mohawk, and they continue to sound more and more like the great political circus of 2016 . I am not in the flooring business. I know very little about the tile industry. I do not handle customer's problems. I can't twist what really happened to make it sound like it was all our fault, that they were just doing their job, the job I paid them to do. What I do know, after O'krent's last explanation, it is
a fact that the blue tile *** *** had waiting for our approval was, in fact, not available at the time, was never available as we understood it would be. What do you call that, advertising, misrepresentation of a product, selling something that doesn't even exist?Since I am not gifted, nor have had the years of experience in trying to make someone appeared to be what they are not, I won't even give it a try. I will say that I am very disappointed in the way O'Krent has handled the whole matter They apparently made or are making no effort whatsoever to see that their representatives have the knowledge, training, correct & up-to-date information on their products. Had we been informed, not only about the whimsical color, but the notched edges and the indents of every single tile, we would have definitely gone a different route. Since O'Krent has brought up the subject of "staying in our home" while the work is being done, shows that he needs to get out of his office more often. Both the demo and the installers were utilizing all 1600+ square feet of our home every day. That means no range, refrigerator, commodes, furniture, closets, etc. The doors and windows were closed by me evary day after the crews left It took the installers five days to complete their work. If O'Krent would have "pulled his crew," had us to agree on a different "blue" tile, ordered it, re-scheduled the crew, that would have cost us no telling how many more days in a motel, at our expense. To put it in perspective we paid O'Krent's 50% the day we okayed the blue tile $10,220.81. That was October 14, 2015. After numerous hold ups they finished on November 20, 20015. Then they had to come back for touch-ups. I will never be satisfied with what O'Krent's did to us, and to this point have gotten away with
Regards,
*** ***
In speaking with the consumer and reading her complaint, there appear to be two primary concerns. The first concern has to do with the product installed in her home matching the sample in our showroom. This particular tile product is designed to look like true hardwood planks and in
order to create an authentic look it comes in different faces (prints). Each face is uniquely different in design, texture and color Unfortunately the sample in our showroom provided by the manufacturer only shows three of those faces and a room scene photo, all in very similar colors. When we received the product in our warehouse for the consumer’s project, our sales associate noticed the extent of variation; opened several cartons, laid them out in our warehouse and asked the consumer to inspect and approve the tile in our warehouse prior to installation. At this point in time the consumer had the option of cancelling the order or switching to another product if the material received was unacceptable to her. The consumer came in and identified faces that were objectionable to her. The consumer agreed to accept the received tile (without using those faces) and proceed with the installation. This required an additional cartons of tile which were brought in at no charge to the consumer. The installation was completed and unfortunately approximately of the objectionable tile faces were mistakenly installed, and the customer then also identified an additional (approx.) tiles of a previous “acceptable” face as now “unacceptable”. In order to remove and replace these objectionable tiles (at no cost to the consumer) would require an additional day of installation which is where the consumer has her second concern. At this juncture, discussions were held with the consumer to determine the best time to complete the necessary repairs. Her furniture could have been put back in place and the repairs completed anytime in the future that our mutual schedules would accommodate. The consumer requested the following Tuesday but unfortunately our independent contractors were already committed to other companies on that day. Not wanting to delay the project any further the consumer chose to make arrangements for a friend to watch her house on Monday while we completed the repairs. In our industry every home requires a custom installation performed by skilled craftsmen and unfortunately this project required an extra day to complete. At no point in time during the sales process, or on our sales contract, do we guarantee the length of time it will take to fulfill our obligation of a professionally installed floor backed by our Lifetime Labor Warranty. We are truly apologetic for the inconvenience of the installation requiring an extra day longer to complete. Follphone calls made by our Customer Relations Manager (CRM) on April and the consumer’s Sales Associate a few days later to ensure customer satisfaction and feedback were not returned by the consumer. The specific verbiage the CRM uses in their follow up calls include “want to make sure you are happy with everything” and “if you have any questions or concerns, please don’t hesitate to call”. In fact we did not hear from the customer until May 5th when she received her statement from the finance company and she was surprised that the dollar amount owed had not been adjusted to compensate for her inconvenience of the job taking longer than she expected. At no point before, during or immediately after the install did she ever request a discount, nor do we feel that a discount is in orderOur representative’s comment to “make it right” was in regard to removing and replacing the objectionable tiles…not a discount in price In short, the consumer has installed in her home the exact product that she contracted for and personally approved prior to installation. She has commented that she is content with the product and the quality of the installation and simply wants to be compensated for the job requiring an extra day. We feel that we have fulfilled our contractual obligations and will continue to honor our Lifetime Labor Warranty
As always, we are disappointed when
we are unable
to please a clientThis customer is correct in stating that the
tile installed in their home does not match the sample they selectedThe
sample selected was designed to mimic natural stone and was an earth tone tile
with a slight faint blue vein running through the one tile on the sample board
None of the tile delivered on the job had this blue veiningThis fact was
noted on the first day of the project after approximately of the 1,
square feet were installed. We tried to
pull the installer off of the job while we researched why the tile did not
match the sampleThe customer questioned why we were pulling off and they
instructed the installer to “keep
installing, we love the tile” or in their words from the complaint “I told the installers to keep going” By asking us to proceed with the
installation, the customer was accepting the tile “as is” knowing that it did
not match the sample they had selected. If
the customer would have allowed us to stop the installation at this point in
time we would have had numerous options on how to proceed. The customer told us that his main concern
was whether the tile would look good against their blue shower and they asked
us to replace their shower for them at no chargeAn offer of new tile at no charge for the
shower was made by the tile manufacturer if the customer would pay for the
labor to install the new showerThe customer refused this offer from the manufacturer
After the entire project was
complete, and despite the fact that the customer accepted the tile on the first
day of installation when it was noted as not matching the sample, we still
offered the customer our Day Satisfaction full replacement AT NO CHARGE FOR MATERIAL OR LABOR…of
which they refused
(The sample board has since been pulled from our
showroom by the manufacturer, Marazzi, because it did not represent the actual
product currently being manufactured.)
Complaint: ***
I reject this response because I still have yet to receive a final invoice for my home projectI went through their third party credit card for financing and they only show the lump sum amount due verses a by line itemized receiptI was told by both the rep and installers that they did not use all prep materials that were originally estimatedSo not only was I surprised there was zero financial compensation, I was shocked that no adjustments were made on actual materials usedAt this point, that is all I'm asking to be provided to meI also wish to make comments in regards to three of the claimed statementsOne, I was upfronted an additinal ten boxes "at no charge" to me by the manufacturer Daltile because they agreed their showroom samples were misrepresenting the current lot that was shippedThis is probably the reason numerous tiles had to be pulled up and replaced the last scheduled day of my job since those boxes arrived at my house sealed and not completely sorted through like impliedSecondly, all but maybe two tiles were identified by the rep, indicated by premanent marker because it was not up to the professional standards expected and only noticed after a second inquiry from me hundreds of miles awayThe work to replace those tiles was done prior to knowing it would take an entire day as I was on a flight back to San Antonio and was not notified they didn't have availablity until the following week to complete the job until I was standing in my house face-to-face with the installers at 4pmThe rep claiming they would "make it right" came after the tiles were already replaced and in no way referred to that as providing customer satisfaction specifically because I reiterated that the extra time I then had to take off due to the combined lack of accountability on their part during install equates to money lost as I am also in salesI understand not being able to anticipate the length of a job 100% of the time but not pre-planning for unforseen events to provide a customer multiple solutions is not how a reputable company operatesLastly, speaking with a Customer Relations Manager for the first time after all the issues endured over a three month period is redundant! Even after I contacted the rep on May 5th and received a call from ownership a day later, they were unaware of details concerning the jobThere was little action nor accountability that actually shows they are "committed to providing a truly exceptional customer experience" and fell short of "letting every person know we value his or her business" with the mention of age as a factor of my supposed inexperienced actions over a phone conversationAs a San Antonio native, I am greatly dissappointed that a local company of high reputation allowed one of their core values to be compromised due to conflict and on behalf of the customer's impression and satisfaction in which I never felt "important that they know we truly care about their business."
Regards,
*** ***