PDQ Flooring, Inc.

Initial Business Response /* (1000, 5, 2015/10/22) */
in response to *** concerns on his hardwood floors, we were Bidding on an installation in a new purchased home, floors were to be installed prior to move in, and homeowner was going to do all the prep work prior to our install date, removing
carpets, tack, base and installing his own subfloorUpon arrival, homeowner did not do subfloors nor tell us in advance that he was not ready for usWe offered to help install subfloor versus rescheduling 3-weeks out
No where on my original proposal did it say we were going to install subfloors Or move furniture
Homeowner knew subfloors had issues prior to our arrival and was hoping the new hardwood would elimate some of those issues without having to deal with additional cost of repairs prior to our installation
Also we were told tile goes in bathrooms, see original proposalHomeowner complained of deflection in bathroom so we removed flooring and floated leveling compound
Fireplace had an old high concrete footing that was a problem, we removed wood, ground down and replace wood
Homeowner complained we were damaging wood on repair, so we purchased a full box to replace the boards damaged
Due to the subfloors being pressboard, floating floors are the correct recommendationHomeowner asked if adding new hardwood would beef up the floor, and I said yes, no where did I say " I promise or guarantee it will"
The project took us weeks to complete, twice as long as expected, due to having to move furniture every day as well as adding the subfloor install that he did not do
I felt we went out of our way to help homeowner and will still be happy to have a rep from our supplier come take a look
However when anyone threatens us with law suites or stomps there feet and demands all the money back we do not continue working for then and will be happy to have our attorney look into it for us
I have been currently working on settling my mothers estate Kansas as well as my fathers estate in Florida and have not been able to respond as fast as possible
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On the contrary, I haven't "stomped my feet" or threatened anything, and I'm disappointed that *** is trying to mislead this conversation rather than standing behind his installation as he had promised to doI have attached a copy of ***'s promise to come back out if I continued having problems after installing baseboardI have also attached copies of the emails I sent while trying to get a hold of PDQ to have them return to the worksiteThey are both professional and patientThough I can't provide proof of the three voicemails I left him, they were very much the sameMy final voicemail is the only that differs materially: in that one I stated that I hoped we could resolve these issues amicably, but I needed to hear back from him or I would need to escalate my effortsThis seemed a reasonable statement following approximately weeks of unanswered contact attemptsDuring the time that I was trying to contact ***, he was in communication with the flooring supplier about my issues, so he certainly wasn't unavailable due to his taking care of personal matters
Concerning the balance of ***'s response, it seems best to respond to his claims one at at time
#1, ***: in response to davids concerns on his hardwood floors, we were Bidding on an installation in a new purchased home, floors were to be installed prior to move in, and homeowner was going to do all the prep work prior to our install date, removing carpets, tack, base and installing his own subfloor
#1, Me: This statement is immaterial to my complaint, but I will respondThis was true initiallyHowever, due to scheduling delays, all of which were mutually beneficial (i.e., his installer leaving the state to renew his CDL; later, *** wanting more time to kayak during the unusually wet spring), we both knew that the initial timeline to install before we moved in wasn't a possibilityAll prep work was completed by me with the exception of the installation of height-required subfloor in certain rooms where existing hardwood floor was removed
#2, ***: Upon arrival, homeowner did not do subfloors nor tell us in advance that he was not ready for usWe offered to help install subfloor versus rescheduling 3-weeks out
No where on my original proposal did it say we were going to install subfloors Or move furniture
#2, Me: While it's true that I didn't have the subfloors installed, it's patently that *** wasn't aware of thatIn fact, the weekend before installation began, *** was at my house at my invitation to check on the condition of the existing subfloorsAt that time, *** offered to install the remaining subfloor for meDuring that same visit, I asked *** repeatedly if he saw any issues with the subfloors that might cause structural or installation issues, and he noted none, though he later admitted that he did not take any measurements of the subfloor to ensure it was compliant with industry installation standards for levelness and strength
Again immaterial to my complaint, but I was unaware that moving furniture was as issue for ***'s crewWhile shopping with him for our hardwood floors, *** stated that an advantage of prefinished hardwood flooring was the ability to just move furniture from one side of the room to the other as installation took placeHe repeated this message at my home during his visit prior to installation
#3, ***: Homeowner knew subfloors had issues prior to our arrival and was hoping the new hardwood would elimate some of those issues without having to deal with additional cost of repairs prior to our installation
#3, Me: Again, this is untrueThere were only two subfloor issues I was aware of prior to installation1) The height differences mentioned above: in these cases, existing hardwood floor was removed, and I purchased subflooring material to raise the level of those rooms to match the existing level of the subfloors in the rest of the house2) the concrete footer issue mentioned in item #
I did not know, nor was I made aware, of any other problems with the subfloors, especially structural issues that would cause the subfloors to be unsuitable for installationI obviously would have been willing to pay additional monies to ensure that the subfloors were appropriate prior to installing $14,of finished wood over them
#4, ***: Also we were told tile goes in bathrooms, see original proposalHomeowner complained of deflection in bathroom so we removed flooring and floated leveling compound
#4, Me: This statement is immaterial to my complaint, but I will respondWhile the upstairs bathrooms were not slated for hardwood, the main level powder room wasThis intent was made clear from the very beginning and never varied*** did perform additional work in the powder room to correct his poor installation in that locationIt is still showing signs of significant up-and-down movement
#5, ***: Fireplace had an old high concrete footing that was a problem, we removed wood, ground down and replace wood
#5, Me: This statement is immaterial to my complaint, but is true, though this was one of the areas I specifically showed *** during his visitHe assured me that they would correct this issue before installationRather, it wasn't until installation was complete and I complained about the uneven floor that *** had to return to redo this area correctly
#6, ***: Homeowner complained we were damaging wood on repair, so we purchased a full box to replace the boards damaged
#6, Me: Again immaterialThis may be true, but I am unable to validate his claimI don't know how much flooring was left after they were finished, and he if he purchased additional product, he didn't leave it anywhere conspicuousFurther, it's certainly not unreasonable to expect to be reimbursed for product that is ruined while *** is correcting his mistakes
#7, ***: Due to the subfloors being pressboard, floating floors are the correct recommendationHomeowner asked if adding new hardwood would beef up the floor, and I said yes, no where did I say " I promise or guarantee it will"
#7, Me: I don't have a recollection of asking *** if the finished flooring would "beef up" the floorMore likely, this statement is taken out of context from our conversation at my home before installation began, in which I asked him if there was any reason to think that the subflooring was unfit for hardwood floorsHis response, as he admits above, was that the subflooring was fine, which we now know to not be the case
#8, ***: The project took us weeks to complete, twice as long as expected, due to having to move furniture every day as well as adding the subfloor install that he did not do
#8, Me: This statement is immaterial to my complaint
#9, ***:I felt we went out of our way to help homeowner and will still be happy to have a rep from our supplier come take a look
#9, Me: *** hasn't gone out of his way to do anythingHe installed expensive hardwood over an unsuitable subfloor and has returned to fix two of the resultant problems with that poor installationFrom my perspective, that's part of his job, not a generous effort, and there are many more problems to fix
Additionally, It's unclear why *** would have someone form Palo Duro Hardwoods come out to look at the floorsInitially, *** told me that if the deflection continued after baseboard was installed, it was likely the result of a defect in the finished floorIt would make sense for a warranty representative to come out in that caseBut as I stated in my original complaint, I have been in touch with *** at ***, and he reports being told by *** that the problem with my flooring is the subfloor, not the finished flooring materialThis is information that *** never gave me, and it completely negates the need to have a warranty person out to inspect the hardwood material
Again, as I have been told by both *** at *** and *** at ***, subfloor preparation is an expected component of any hardwood flooring installationWhile I would expect to be required to pay for any additional preparation or repair, the simple fact is that *** didn't alert me to any problems with the existing subfloor, despite my asking specific questions about itThis is perhaps because he didn't perform any of the inspection or testing that should have taken place
***'s response to my complaint does little to address or resolve the problem; rather, it reads more like a list of things he didn't like about working at my houseThese things don't solve the problemthat I paid *** to do a job that was not done correctly, and that I have almost $20,invested in a floor that isn't stable