Ortega's Flooring, Inc.

Ortega's Flooring (hereinafter "Company") is a flooring installation service provider for The Home Depot. Customer purchased carpet from The Home Depot and Company was the installation company that was to install Customer's carpet and pad. Customer's carpet was received at Company
warehouse on Wednesday, December 27, and on that day, Customer was called and an install of Customer's carpet was scheduled to be done on Tuesday, January 2, with the installation crew to arrive sometime between 9:a.mand 10:a.m. (All installation crews are scheduled for arrival at install sites between 9:a.mand 10:a.mas a general rule when installs are scheduled.) On Tuesday, January 2, 2018, at 9:a.m., the lead man of the assigned installation crew called Company to advise that he was in Oklahoma and was delayed returning to Corpus Christi and would not be unable to install the assigned installation for the dayCompany's Office Manager then reviewed the calendar and the assigned crews to see if the install could, in fact, still go forward. Unfortunately, the install was going to have to be moved to another day as all other crews were already calendared and unavailable for January 2, 2018. Company Office Manager, after reviewing the calendar, called the Customer at about 10:a.mto advise of the circumstance, the necessity to reschedule, and the availability of Friday, January 5, and offered that date for an install. Customer, however, was going out-of-townOffice Manager asked the Customer if she could call Customer back as Office Manager wanted to again review the calendar and see what could be done to accommodate the Customer. In the interim, the Expediter from The Home Depot called the Company at 10:a.mto advise the Company that the Customer had called Customer Care and The Home Depot store to apprise them that Company was not working today. Though we had, in fact, already spoken to the Customer and advised the Customer the installer was stuck in Oklahoma and that Company was taking another look at the calendar to see if Company could install Customer's carpet sooner than Friday, January 5, (the date already offered to Customer)Company's Office Manager determined that an install could be done for the Customer on Thursday, January 4, and, as had been promised, called Customer back (a husband and wife who were now on their speaker phone). Office Manager advised them (hereafter "Customer" or "Mr." or "Mrs.") that an install could be done Thursday, January 4, Mrsadvised Office Manager that she had doctor's appointment, and MRI and also a back doctor appointment on the 4th. Customer vehemently and badgeringly advised Office Manager that an install had to be done today, that a delay was not acceptable, that this problem was not theirs, that this was not good business practice, and that Company should not be installing for The Home Depot. Office Manager agreed that the problem was not theirs and apologized profusely, to the Customer, for the inconvenience caused by the unforeseen circumstance of which Company and she had no control over. Further, Office Manger advised Customer that she was doing her best to accommodate them in this situation. Customer requested that Owner call them to which Office Manager said she would have the Owner call them. Then Mrtold Office Manager that he did not want Company in their home and hung up on Office Manager. On Owner's return to office, Office Manager asked Owner to call Customer which Owner did with the intent of scheduling the install the next day Wednesday, January 3, Owner called Customer and Mrsanswered the call. Mrstold Owner that she would have to get Mrto take the call; however, Mrsgot back on the line and said that Mrhad nothing to say to Owner and Mrshung up on OwnerOwner then called The Home Depot and asked that The Home Depot call Customer and relay to Customer that Company could install Customer's carpet the next day, Wednesday, January 3, 2018. At 12:p.m., The Home Depot called Company back after speaking with Customer and advised that Customer said if their install was not done today, they were going to cancel the install entirely. Office Manager apologized to The Home Depot and stated that the install could not be done todayAs far as getting a refund, Customer need only go to The Home Depot and ask at the Service Desk to get a refund.Company prides itself on Customer satisfaction and strives to accommodate all Customers. Circumstances sometimes occur that cannot be controlled, as in this instance. We are genuinely sorry for any inconvenience but also feel that we did in good faith try to accommodate this Customer but could do nothing more