Paul Davis Restoration & Remodeling of the Midwest

Initial Business Response /* (1000, 8, 2015/10/13) */
This is the first time I have seen this so I apologize
The flooring she wanted was not something we even carry but in an effort of good faith I agreed to purchase and install the exact one she specifiedI told her that we do not warranty
flooring that we do not sellWe installed the floor twice because the first time the installers did not scatter the smaller pieces throughout the floorEven though she saw it when it was going in she didn't say anything until after it was fully installedWe tore it all out and replaced it with brand new floor with the smaller pieces scattered throughoutNow a year after it's done she wants money back because it squeaks in some spotsI met the guy I bought the floor from over there and he said it looked to be installed properly and he would check with the manufacturerHe then called me and said the manufacturer would not even send a claim rep out because they do not warranty squeaksI talked with our flooring rep and he said the one guarantee with a wood floor is that they will squeakWe apologize if she has some squeaks but we did not manufacture the floor so if she wants money from someone she needs to go after themI've sent my guys there several times to address the floor and every time it's not enoughAt this point I do not know what else we can do for her
Initial Consumer Rebuttal /* (3000, 10, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response provided by the company is unfortunately not a truthful oneGary did offer me flooring that they sold and told me that they could find me flooring to match any that I picked out - It was NEVER a requirement to purchase the flooring directly from their in-house brandsThe warranty on the flooring and workmanship was paramount to me - to the fact that I paid the invoice in full - even though I was not completely satisfied at the timeI did this because the statement and contract said that if it was not paid within days of receipt the warranty would be null and void- that and the fact that upon questioning the charges on the bill, Their office threatened to place a lien on my property if I did not payI was never intending not to pay, but I was questioning items like why should I pay for the dishwasher to be removed and reinstalled by a hired plumber when the contractors never removed or reinstalled the dishwasherthey only went up to the dishwasher skirtingSo - the warranty was a HUGE deal to meIf I was told, ever, that they could not warranty the flooring, I would have had some serious decisions to makeand it would have been choosing of the following: choose a flooring that they would stand by or 2: find a different contractor that could take responsibility on installing a sound product - correctlyI was never told that they could not warranty flooring they didn't sell directly
In regards to stopping the process, I did when I actually realized they were not putting in all the piecesThey finished the floor as best as they could and wanted to finish the unfinished spot (and then come back and redo it) because I was having company over and needed the floor completedI did not let them finish the floor the way it was being installedI was very unhappy about it then and would not have been happy with it now
Also,
The squeaksthe company is making it sound like the only issue I am having is mild squeakingthis is absurd and I am deeply offended that they would completely downplay what is happening to make it sound as if I am complaining over a mild issueThe squeaking is a byproduct of the actual problem- his office came out to see it after Kensok flooring came over and confirmed that the flooring moves in ways it should not when installed correctlyThis has been confirmed time and time again by contractors I have had come over - that are afraid to support what they find with a quote or professional opinion because of fear of being sued (defamation claim)Paul Davis Restoration sent out at least people to come out and look at the floor - one of which doesn't work with them any longerThey both also were shocked to see the flooring move the way it did and confirmed with me that something was wrong( I made sure that I was there for those appointments) The flooring moves, up and down, as you step on itas if it is not secured to the floor in most spotsI understand that hardwood flooring squeaksI had hardwood flooring in my home for 8+ years before this and I NEVER had any issues with squeaking or movement that is not to hardwood floorsThis type of movement will lead to more issues over timeI have expressed my concern time and time again with this company - That if this movement is happening months after the install and quite a bit more after a year of being installed, what am I going to be dealing with in years? years? The movement causes squeaking, yes, but that is not the core issue hearThe movement in the boards gets worse with the passing months - indicating that they did not fix the problem when they attempted to "fix" the problem - it was a temporary fix and not the correct one
I hired a LICENSED and INSURED companyThey took responsibility of hiring a knowledgeable installer and that person was to have enough experience to know to inspect the flooring, prep the subfloor, install it correctly and hopefully take the time it needed to do it rightThis was not the case and I feel very much taken advantage ofDoes the company take ANY responsibility at all? From the sounds of it, I picked out the flooring that they bought- was it my job to inspect it? Supervise the installer to make sure they were doing their job correctly - in all aspects of installation? Was I to be there the 2nd time they had to fix the problem? the next couple times they tried to "fix" the individual boards? Why would I hired an experienced contractor then? I could have just saved some money and oversee the project myself
Final Business Response /* (4000, 12, 2015/10/27) */
According to the Work Authorization (see attached) that was signed by the client on 5/20/14, payment in full was to be received within days of completion or warranty was voidWe did NOT receive payment within days of completionWe had to threaten a lien on the property in order to get paidEven though the contract was not followed, we still tried to resolve the issue almost a full year laterUnfortunately, there is nothing else we can do to satisfy this client
Final Consumer Response /* (4200, 15, 2015/11/09) */