Paramount Flooring

Initial Business Response / [redacted] (1000, 12, 2015/06/24) */ Here is our reply to the complaint made by [redacted] about Paramount Flooring Lloydminster Regarding complaint #We had to return after the house was cleaned because the quartz tops were not installedI admit my guys left an untidy job site but they were to return the next day to siliconeWhen I got the call I immediately went to the residence to give it a wipe down and when I left the areas were as clean as the cleaners had left themA portion of our splash tile had been removed as the cabinet people had made a mistakeMy tile setter did not silicone as he thought he would finish it all up when he went back for the call backWhen a different crew went to finish it up they came back and said he wasn't happy with his splashI told him if he wasn't happy with the pattern and grout spacing we would change itFunny thing is he changed from black glass to white glass, and then added stainless steal mosaics behind his stoveI re did it and charged him no extra for the different pattern and more expensive productI at no time said the installation the first time was wrong and neither did my crewWe met on a Sunday morning on a long weekend at my store to discuss back splash lay out and even thickness of grout jointsI made the notes on the front cover of the file(picture attached)He watches us doing the install for days on his security camerathe day we are grouting he texts me the pattern is wrongif he wanted to change his pattern, why not let me know the first day? Regarding his floor, my installer called me to come inspect it when he noticed the manufacturing issueI told him to grout part of the floor and I would see how it lookedin the lighting in the house it looked fine so I instructed him to carry onthere were problem tile out of tilesthere was no mention as the house was completedhe did his walk through with his builder and nothing was mentionedtwo months later he has a problemThere were boxes of tile left over which we used and I ordered more tile and replaced the boxesI have sent pictures of the problem and the repairThe supplier is not covering any of the cost as we installed them in the first placeThe repair is perfect [redacted] was leaving to visit family that week of repairs [redacted] I did not bill him $for extra tile [redacted] I have sent the texts he and I exchanged at the end of the repairI made sure floor tiles were done and looked goodI made sure all grout was fixed and silicone was doneI installed more expensive tile to his backsplash and did not bill him extraI supplied new drywall to the splash repair at my expensewe changed the pattern from what he asked for on the first install to the pattern we agreed on for the 2nd install [redacted] Attached is a zipped file with all the pictures and texts that I haveIf you have any questions please feel free to contact me Thanks [redacted] Paramount Flooring Lloydminster, AB [redacted] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding complaint #When I called [redacted] I specifically asked if his guys were coming back, he said they were not, that is why he came and did it himself, why would he come do it himself if he knew his guys were coming back? Why would he not tell me that initially? As he said in his response, his guys were coming back the next day to silicone, but they never did come back, not for another months [redacted] is making it sound like the reason the backsplash was changed is because I was not happy with it, again, not trueI wanted it changed because when his installers came back two months later to finish the tile job they informed me that the tile had been installed poorly(in a patterns fashion), that the grout would all eventually fall out, and that they said the install made them look bad as employees of paramount! [redacted] said he would replace the backsplash, I would have to be "stupid" to think that a business owner would change a whole kitchen backsplash for free and replace faulty floor tiles for free just because the person who paid to have them installed wanted to change them to something that makes hime happyNo, the reason [redacted] agreed to change these things was because they were his mistakesLie # Since the tile was being replaced anyway, that is why I decided to go with a different tile, now that the house was completely finished, I could see what would look better in that spotIs there something "funny" about choosing a new look since the tile was being replaced anyway? [redacted] did not respond at all to forgetting about our meeting on Saturday, he conveniently mentions the Sunday meeting on a long weekend like he is doing me a favour for meeting up with me after he forgot about our meeting on Saturday On that Sunday meeting I took a picture at Paramount flooring of the layout, tile spacing and grout colour to make sure there were no mistakes again, [redacted] The reason I didn't say anything about the tile pattern is because I couldn't see the pattern until the grout was being installed, due to the tiles being white on a white wallWhen I did notice it, I immediately contacted *** [redacted]

Initial Business Response /* (1000, 5, 2015/05/12) */
On March 27, the consumer wanted to meet with me, *** ***, from Paramount FlooringI was unavailable so *** *** met with the consumer after he insisted on meeting with someoneThey discussed a vinyl plank productThe
consumer was told that there would be an extra cost for the stairsAn additional laundry room area of the consumer's home was added to the jobA BALLPARK amount was given VERBALLY and the consumer was explicitly informed that there is no way of knowing the exact cost until the work (material and labor) is entered into the systemA written quote was not provided
At one point I took over the appointment at which time vinyl tile was then discussedThis product requires several installation components such as adhesive, grout, subfloor to the stairs and double the labor, which the original product discussed does not require
On April 1, the consumer was sent quote #*** for approvalThe consumer has not been sent a bill as the quote has not been approved and work has not commencedI tried to secure a supplier discount on flooring for the inconvenience incurred, however, when this wasn't granted a company discount was offered nonetheless
At this time the consumer is free to reject the quote and secure flooring form another vendor
Regarding the consumer's desired resolution:
- There was no specific price given at any time, merely a verbal ballpark amount, to be specified once a formal quote was issued
- The quote must be approved in order for the work to begin
- Quote #*** is an accurate quote
- The staff at Paramount Flooring tried several times to reach the consumer by email and telephone in an attempt to meet in person to discuss the quote, however we apologize for not doing so to the consumer's satisfaction
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***
The laundry room was indeed added after our conversation - I will concede that point for sureThe laundry room is maybe an extra sq ft approximatelySo that's definitely an addon but not a $add on
The $extra per sq ft that we discussed and the total amount I was looking to spend extra was still mentioned multiple times when looking at the second product
Yes I was told it was a ballpark***
I understand things have to be entered into their system to get an accurate amount***
The emails I got from the company simply said to call him to discussThey completely disregarded my clear and concise statements saying that I needed an answer in writingThe calls were irrelevant due to the same reason
We definitely are rejecting their quote and are using a different company
Final Business Response /* (4000, 11, 2015/06/17) */
We have not heard again from *** *** and trust he has had his contract successfully filled by nowI really don't know what else to say except we are sorry ***s experience was less than satisfactory at our storeWhatever it is, we take all complaints seriously and after years, we are still improving
Sincerely,
*** ***
Paramount Flooring Group Inc
(780) 483-phone
(780) 481-fax
Final Consumer Response /* (4200, 13, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***

Initial Business Response /* (1000, 12, 2015/06/24) */
Here is our reply to the complaint made by [redacted] about Paramount Flooring Lloydminster.

Regarding complaint #1. We had to return after the house was cleaned because the quartz tops were not installed. I admit my guys left an...

untidy job site but they were to return the next day to silicone. When I got the call I immediately went to the residence to give it a wipe down and when I left the areas were as clean as the cleaners had left them. A portion of our splash tile had been removed as the cabinet people had made a mistake. My tile setter did not silicone as he thought he would finish it all up when he went back for the call back. When a different crew went to finish it up they came back and said he wasn't happy with his splash. I told him if he wasn't happy with the pattern and grout spacing we would change it. Funny thing is he changed from black glass to white glass, and then added stainless steal mosaics behind his stove. I re did it and charged him no extra for the different pattern and more expensive product. I at no time said the installation the first time was wrong and neither did my crew. We met on a Sunday morning on a long weekend at my store to discuss back splash lay out and even thickness of grout joints. I made the notes on the front cover of the file(picture attached). He watches us doing the install for 4 days on his security camera. the day we are grouting he texts me the pattern is wrong. if he wanted to change his pattern, why not let me know the first day? Regarding his floor, my installer called me to come inspect it when he noticed the manufacturing issue. I told him to grout part of the floor and I would see how it looked. in the lighting in the house it looked fine so I instructed him to carry on. there were 62 problem tile out of 1000 tiles. there was no mention as the house was completed. he did his walk through with his builder and nothing was mentioned. two months later he has a problem. There were 4 boxes of tile left over which we used and I ordered more tile and replaced the 4 boxes. I have sent pictures of the problem and the repair. The supplier is not covering any of the cost as we installed them in the first place. The repair is perfect. [redacted] was leaving to visit family that week of repairs. [redacted] I did not bill him $215.00 for extra tile. [redacted] I have sent the texts he and I exchanged at the end of the repair. I made sure floor tiles were done and looked good. I made sure all grout was fixed and silicone was done. I installed more expensive tile to his backsplash and did not bill him extra. I supplied new drywall to the splash repair at my expense. we changed the pattern from what he asked for on the first install to the pattern we agreed on for the 2nd install. [redacted]
Attached is a zipped file with all the pictures and texts that I have. If you have any questions please feel free to contact me.
Thanks


[redacted]
Paramount Flooring
Lloydminster, AB
[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding complaint #1. When I called [redacted] I specifically asked if his guys were coming back, he said they were not, that is why he came and did it himself, why would he come do it himself if he knew his guys were coming back? Why would he not tell me that initially? As he said in his response, his guys were coming back the next day to silicone, but they never did come back, not for another 2 months [redacted] is making it sound like the reason the backsplash was changed is because I was not happy with it, again, not true. I wanted it changed because when his installers came back two months later to finish the tile job they informed me that the tile had been installed poorly(in a patterns fashion), that the grout would all eventually fall out, and that they said the install made them look bad as employees of paramount! [redacted] said he would replace the backsplash, I would have to be "stupid" to think that a business owner would change a whole kitchen backsplash for free and replace faulty floor tiles for free just because the person who paid to have them installed wanted to change them to something that makes hime happy. No, the reason [redacted] agreed to change these things was because they were his mistakes. Lie #3
Since the tile was being replaced anyway, that is why I decided to go with a different tile, now that the house was completely finished, I could see what would look better in that spot. Is there something "funny" about choosing a new look since the tile was being replaced anyway?
[redacted] did not respond at all to forgetting about our meeting on Saturday, he conveniently mentions the Sunday meeting on a long weekend like he is doing me a favour for meeting up with me after he forgot about our meeting on Saturday.
On that Sunday meeting I took a picture at Paramount flooring of the layout, tile spacing and grout colour to make sure there were no mistakes again, [redacted]
The reason I didn't say anything about the tile pattern is because I couldn't see the pattern until the grout was being installed, due to the tiles being white on a white wall. When I did notice it, I immediately contacted [redacted].
[redacted]