Payless Wholesale Flooring & Lighting Plus

Initial Business Response / [redacted] (1000, 10, 2015/11/04) */ I Daya [redacted] of Payless Wholesale Flooring & Lighting Plus Incwould like to respond to file #XXXXXXX Customer came in to place the order of hardwood and stair nosing for supply only with all her measurements from her installerShe had her own installer and this is a speciality product and does take 6-weeks to be produced and delivered to our warehouse [redacted] 2, customer came in and placed the order for the carpet that was measured by Payless on April 30, and was being installedPayless only measure the jobs that are being supplied and installed by usHardwood was delivered by our delivery guys on May 27, and was installed by customer's installerCustomer was called quite a few times to have the carpet installed, as it was sitting in the warehouse for too longCustomer called [redacted] and was not able to reply soonerOn August 5, carpet was installed on the steps only to cover the Nosing and the landing of the stepsCustomer was present in her house on the day of carpet installation; the hardwood installers were also presentThey were installing hardwood upstairs and downstairs on the main floorCarpet installers asked the Hardwood installers if they were finishing the sides of steps and the risers and they replied that customer has not made up her mind on whether she wants custom risers or straight hardwood and they told the installers to carry on with the carpet as they are not doing the hardwood stepsCustomer talked to the installers [redacted] and was very happy with them when they left and also the hardwood installers were going up and down as they were working and no one mentioned any thing about any problem with the steps or the carpetI am not sure how can someone forcefully install anything for the customer as she is mentioning that the installers installed without her approvalcustomer called two days later at the West end location and I happen to take the call as I was working on the deskShe wanted me to come look at the job for the carpet and the Hardwood install as she claimed that she did not know anything about flooring installs; also wanted to know how to finish her stepsI went to the house and met the customer on the next day as I had two houses to measure in the [redacted] area next to her neighbourhoodI was well greeted and she thanked me for coming and told me to look at the Hardwood install and that they were short boxesShe asked me why she was short and I explained her that either her installers measured wrong or they had more waste than normalI looked at the install and told her that it is okay but there were few things that could have been done differently to get better outcomeShe asked me about the flush with floor vents, she had seen them at the show homes recentlyI explained her to order flush with floor vents require larger opening before the hardwood being installed and she showed the nosing for the hardwood and wanted to know how they would be installed on the sides as a capping to get the modern look that she seen in few show homes and her installers do not feel comfortable doing the stepsShe also asked that she would like to have the carpet installed on the risers and the stringers and wanted to match the same carpetI told her that it would be a different dye lot for the new carpet and will not match the carpet on the steps and the nosing part of the stepI also looked at the capping and told her that she was going to be short on the nosing and she did order them on a later date along the boxes of hardwoodShe asked me what we would charge to finish the steps in hardwood on the stringers and the risersI explained her that she has curved steps and it would all have to be custom and she is looking for around $to $per stepShe complained about her installer as he was only able to do the flat and easy part and will not do custom work for herShe mentioned that she is tight on the money and can not afford custom steps and her husband is getting mad at her for going over board with the renovationsI told her that I am sorry but I can not do any better as all the easy part of installation is already installed and our installers will only be coming in for the custom work nowShe mentioned that she will ask around and see if someone can do cheaper for her and it is going over her original budgetI left her house that evening and went on to do my other measurementsCustomer called in about 4-days later and wanted to talk to me and I spoke to her in regards to her concernsShe told me that she can not find any cheaper options for the custom work and wants us to remove the carpet cause, she found one installer that will work on steps and we will need to installs the carpet after that he might not be able to finish the steps properlyI explained her that the carpet on the steps will be very hard to remove as it is stapled and pinnedIf we remove it may rip or tear from the sidesOnce I said no to her request and her tone changed completely and became very upset and started to yell and scream on the phoneI told her to calm down and come see me in person so, I can explain her better so she understands me better on the removal of the carpet and how it is not possibleShe went to our south side store and created a big scene with the staff and was asked to leave the premisesShe then came to our west end location and started to yell at the staff as I was not in that dayShe called me the next day and threatened me to sue me personally, go to Revdex.com and put a ad in the newspaper to defame usI told her if she wants to pursue, any legal avenue, that is her right and I can not help her any further if she choose that routeI told her that she is not allowed to enter any of our location as she is banned from both of the stores due to her behaviour with my staff and threats to meShe was very upset and I terminated our conversationShe called me the next day and apologized for her behaviour and came in person to pick up her Nosing's and see if I would help her with the stepsI discounted her one nosing completely as it was delayed from the mill for extra weeksShe picked up the nosing and signed the paperwork mentioning the discount of one nosingI felt bad for her after her financial issues that she was having and told her that I will help her out and would charge only $per step as no one is coming to do her custom work on the stepsShe told me that she can only afford $per step and that is what the only one installer she found to do the custom job and wants the carpet off the stairs firstI told her that we have a business to run and I cannot go below cost to help her and that is when she left out of hereShe called me the next day and said that she is willing to pay $per step and I told her no againThis was the last conversation we had and did not hear from her after that One thing that I do not understand why the customers keeps on mentioning the nosing for the steps as it is Carpeted as per her request and her invoiceThere are no custom curved steps that the customer ordered to fit her stairs when she ordered the HardwoodI think she is confused on what she really wants for her stairsI have gone the distance to help this customer in her tough financial time and cannot work below cost to please her needs; [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am in complete awe in response to the accusations Daya is claiming about meAt no point did I ever yell or make a scene in his storeI was never asked to leave the premises, nor did I yell at any of his colleagues [redacted] To begin with, Daya claims I was called multiple times to have the carpet installed, but this is untrueHe did not make multiple calls to me, but only called me one time to tell me they would be installing it the next day [redacted] Daya then claims the hardwood installers told the carpet installers to carry on with the carpetThis is untrueIn fact, the hardwood installers asked me why they were putting in carpet, and even told the carpet installer that they should not be doing thisThat is the basis behind this entire complaint; the carpet installers installed the carpet when they were not supposed to and were told by the hardwood installers not to install itI even provided Daya with the phone number of the hardwood installer, but he said he refused to contact the installer Daya claims I told him I was going over budget and my husband was upsetOnce again, this is untrueIt appears as though Daya is making attempts at my character to make me seem disorganized, but all of his accusations are and fabricated Daya claims I was not able to find someone to do the work for cheaper, but I had in fact told him that I had a contractor who would do the work for cheaper than what he was offering Daya claims the carpet is very dangerous to remove as it may tear, but my hardwood contractor showed and explained to me that it was in fact a very simple, but highly time consuming, process to remove the carpetFurthermore, I had to remove my old carpet to have the hardwood installed, so I am aware of the process of removing carpetIt is not as difficult as Daya is making it seem Daya claims I yelled and screamed at him on the phone, but this is completely falseI have never yelled at him, and I understand that resorting to yelling would only make matters more complicatedDaya's claim here, as with his previous claims, is completely untrue Daya told me to go to the southside location to return my nosing, as I didn't need itHowever, when I went there, they told me they wouldn't return itIt was odd to me that Daya would tell me to go to the store when the store's policy is to not accept returnsI did ask the workers there about the policy, but I did not create any sort of scene, as Daya is claiming Daya claims he banned me from both of his store locations, but I have never been made aware of any sort of banishment from any establishmentOnce again, Daya is making things up Daya claims I could only afford $per step, but this is untrueThe cheaper contractor I found, which I referred to in an earlier paragraph, agreed to do the work for $per stairIt would be very odd for me to claim I could only afford $per stair when I was going to pay this contractor $per stairOnce again, Daya is lying Daya claims I was willing to pay $per stepOnce again, it would be very odd for me to do this if I already had someone in place to do the work for $per step Daya also claims that the pieces are a custom-made specialty, but this is untrueIn fact, my hardwood installer told me that the pieces that Daya claimed were custom, and charged me as such, were actually not custom and should have been much cheaper than what Daya charged As is transparent from what I have said and what Daya has said, Daya continually lies to cover up his own mistakes, for which he won't take responsibilityHe lied about the process of the stairs, he lied about the price of the pieces I ordered and about them being specialty pieces (according to my hardwood installer), he lied about giving me/my son a call when our second order came in, and he has continually lied throughout his responseIt is unfortunate that he needs to resort to such levels to cover up a mistake he madeI would hope that he would realize that lies and mistakes are not the proper way to run a business, and that he is only complicating the process Final Business Response / [redacted] (4000, 15, 2015/11/23) */ I Daya [redacted] would like to clear few concerns of the consumer in regards to her last response Payless installed carpet on the stairs as agreed in the contract and Payless is not responsible for any mistakes that the consumer is making by being her own project managerCustomer was called in advance to book the carpet installation and it was installed as per standards set out by the industry and both Hardwood Installer & consumer were present when it was installedWe completed our portion of the agreement and no one can force installation of the product as stated by the consumer without their approval Hardwood nosings are custom specs and ordered right from the mill on as per required by the customer and they were aware of that and price was discussed with them, and agreed upon prior to order, as customer is stating that they were over charged If customer has an installer that is willing to do the hardwood on sides of the steps for $75.00/step, then they should go ahead with it as this was not part of our contract Customer is lying and misleading Revdex.com with the long and fabricated stories; Payless has completed the work as quoted and well above industry standards by completing the installation of stairs in carpetHardwood on all flat areas and around the stairs was never part of our contract and that is why it has not been done by Payless Wholesale Inc Payless will not reimbursement any kind of material or monies to the consumer as we have delivered on our contract Final Consumer Response / [redacted] (4200, 18, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Payless was hired to install the carpetThe issue is that they installed the carpet before they were supposed toThe carpet is to be installed after the nosing, but Payless employees installed it before the nosing, even though my flooring installer, Wes, was telling them not to do so while they were actively putting carpet inWhen I asked the Payless employee why he had installed it, he said it's not a big deal and won't be a problemPayless did install the carpet, but did so at an incorrect time, resulting in additional unnecessary work, energy, time, and money being spent on my partAll they had to do was stop and return wood installation When I did finally get the nosing installed, the installers had to first remove the carpet before installing the nosing, then had to re-install the carpet (and I have photos to prove this entire process as well) It was also Wes who told me that the nosing I ordered is not a custom pieceIn fact, he told my son to take a photo of a tag on the nosing (which I still have) to prove that it is not a custom piece and that [redacted] knowingly overcharged me and lied to me about themDaya charged me for a custom piece when I was not ordering a custom piece; again, this resulted in me having to spend more money than I needed toI have concrete evidence for this and will be discussing it with my legal counsel Daya is not understanding the problem here, as he is continually making poor attempts to mask his and his company's lies and poor customer relationsDaya claims that Payless installed the carpet correctlyI am not saying the carpet was installed incorrectly itself, but rather than they installed it when they shouldn't haveThe carpet is to be installed after the nosing, but Payless installed it before the nosing, and as 'industry experts" they should know better It's unfortunate that Daya needs to continually lie and make his company look bad in front of consumers when he could have and should have taken responsibility for his/his company's errors, as a responsible businessman would do [redacted]

We have tried to resolve this matter but to no availAt this point we are sending this matter over to our attorney and all previously offers of settlement which include the release of the contracts signed on and the contract signed on are withdrawnWe are instructing our attorney to enforce both agreements for the full amounts against [redacted] ***, Shop At [redacted] , [redacted] as personal guarantee to the and [redacted] as personal guarantee to the contractAgain all previous offers of settlement are withdrawnBe guided accordingly[redacted] Commercial Fire & Security, Inc