Peoples Furniture

In regards to complaint [redacted] To whom it may concern:I agree with most of the ***'s statement but feel that there was a little bit of the conversation thatwas left out and facts misconstrued [redacted] and [redacted] worked with our salesperson Victor on5/27/and an estimate was created for $(estimate 990A is attached) on 5/and invoice wascreated {I NV #***- attached) and installation was set up for 6/15/Victor unfortunately decided tostart working at a new job and his last day of employment for Peoples Furniture was 6/1/Ourinstaller Bill R [redacted] started the install 6/15/as requested installing the carpet first and luxury vinyl planksecondOn the second day of the install I was called by our installer Mr R [redacted] informing me Victor hadn'tordered enough lvp stating the living room to be installed was measured as an 11'6"x but actuallywas an 11'6" x 21" (attached copy of measurements from bid) leaving us about sq/ft shortAs thematerial was already special order I immediately called [redacted] and introduced myself, informed herthat we did make a mistake on our measurements stating that we did bid the job as 1/ft xin theliving room but the room was actually 1/by 21' leaving us approximately 100ft short of the vinylplank and asked her if she wanted me to order more or how she would like to proceed? [redacted] said "get itordered." and I told her I would call her back to let her know how fast we could get itTrying to providethe best customer service as possible and after the rep told me it would be another couple weeks tospecial order materials I called a couple other local businesses and Parma Furniture had the additionalmaterial that we needed to get the job doneThe flooring job was completed a couple days later exceptfor the two trim piecesMy wife and I personally went over to their house to introduce ourselves, sayhi, apologize again for the miscommunication resulting from Victors leaving, and see how the job went;As its let than a X mile from our house [redacted] was pleased with the outcome and happy with the job[redacted] did come in and pay $on 6/29/but I was out of the office so I did not get a chance to talk toherMy staff did notify me that she was refusing to pay the balanceI called [redacted] first thing Tuesdaya.m6/30/and left [redacted] a voicemail questioning what issue was with the nonpayment [redacted] calledme back later that morning disputing the chargesI apologized again for the mand explained tohim how we did make the mistake bidding the living room but did call [redacted] and explain to her that is wasbid an 1/x and should have been an 1/x 2l leaving us approximately sq/ft short ofmaterial and if there was an issue it should have been addressed thenAfter being threatened ofextortion and making sure that we would be blackballed by all of the local real estate agents that ***works with; I assured him that I am more than willing to work with him invited him to come down with [redacted] and the three of us could work it out face to face over lunch or coffeeMy offer was declined andthe conversation ended with me saying I will do what you think is fair but I wanted him to talk to ***and ask her if I gave her the opportunity to go a different direction once the mistake was realized andplease let me knowI never heard back from the ***s.I did receive a cal l on my personal cell phone from [redacted] on 7/8/asking if he could show myhouse that I have listed for sale by ownerI believe [redacted] did not correlate that I, (being the sameperson that was supposedly extorting him) was the same person that he wanted to sell a house for.Anyways, I was more than happy to let [redacted] show the house and told him that I would even pay himand extra $if he did that he could apply to his balanceDuring the showing [redacted] was very cordialand a genuinely nice guyWe did have a conversation about the non-payment and him not getting backto me he said that [redacted] still feels the same way but also understood that he had more material thanwhat was in the original bid and he would talk to [redacted] again about paying for materials and I would writeoff the labor as it was [redacted] who was intent on not payingAgain I did not hear back from ***.At the end of June finance charges were applies as per our policy noted on the bottom of theinvoice and a statement was sent out with a note that I still hadn't heard from themAttached is theirresponseAfter being threatened by them times and being absolutely unwilling to cooperate evenafter admitting that they had the additional material I feel that I have been more than cooperative andwilling to bend over backwards for the ***sI definitely don' t appreciate getting walked on.Peoples Furniture does 400-500+ average flooring jobs a year and has done so for the past 27yearsWe Value our customers and the small town we live in and know that we wouldn't be here if weweren't running an honest business.Billy W***Peoples Furniture208.549.22246***@shoppeoples.com

We have stated the facts and sent you all supporting documentation The ***s acknowledged that the room was bigger that the x 12. *** *** also gave us the ok to continue the job. The mistake we made was not getting a change signature.
I am extremely disappointed that this situation has escalated to where it is. There was no malicious or devious intent with this transaction. We have given ***s multiple opportunities to meet face to face and settle this As a dealer that has been in a small town for years, our reputation has been built on honesty. We have honored handshakes and verbal oks as a contract-whether on the phone or in person As a good faith gesture, we will write off the balance of this account It is unfortunate that Mrand Mrs*** spent so much time threatening us. Resolution could have been made with a conversation
Sincerely,
Susan H***
Peoples Furniture Co

Revdex.com:We have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to us.We do, however, find it unfortunate that a business that prides itself on such a high standard of customer service cannot own their own mistakes and finds it necessary to pass the cost of those mistakes on to the customer who has gone to them in good faith to present and honor a quoted and agreed upon price for such a high-end home improvement as flooring replacement Our only mistake was taking them at their word, verbal and written - and there may have been a handshake, too - just to be blindsided at the register after the job was completed, with absolutely no previous notice, of an additional charge almost equal to 1/of the original bid There have been no threats made; just a steadfast refusal to pay more than we originally agreed to pay.We have never met Susan H***, but we do thank her for clearing our account and making right this situation that we, too, are disappointed has escalated to the need of mediation to resolve.Regards, *** And *** ***

Revdex.com:We have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve our complaint. For your reference, details of the offer I reviewed appear below.There was absolutely no effort to resolve our complaint The majority of the response were utterly untrue statements, but the bottom line is that, as evidenced by the Estimate and initial Invoice #*** - marked as "PAID" - included as attachments by People's Furniture in their response to our complaint, we were provided with a binding written contract for flooring installation in our home in the amount of $2741.84, which included an upgrade in carpet pad from the original Estimate which we did agree to before the service was provided It was only after more than 3/of the entire installation was completed and our old flooring had been removed and disposed of were we contacted by Billy W*** by phone that not enough of the LVP (Luxury Vinyl Planking) had been ordered for the living room At no time during the call was there mention that by having the additional materials brought in to complete the installation would incur substantial charges ($611.09) in excess of the agreed upon Estimate
Billy W*** was asked directly by *** if, when he called and spoke with *** about the additional material needed to complete the installation, he made mention that any additional charges would be added to the bill, he agreed that he did not He told *** that he assumed it was understood Clearly it was not understood and he assumed incorrectly The first time we were made aware there was an additional charge of $was at the counter after the installation was complete when *** went in to the store to pay the balance due, according to the only paperwork we had, of $as a $deposit had been paid in advance of installation at the stores request The original Estimate / Invoice was paid in full at that time and a flat refusal made to pay any additional charges
We stand by the written Estimate and the upcharge for an upgrade in pad agreed to prior to installation as the only amount we are liable to pay and have paid in full in the amount of $
We consider our account with People's Furniture being marked paid in full and all collection attempts to cease as the only acceptable resolution to our complaint
Regards,*** And *** ***

In regards to complaint [redacted]To whom it may concern:I agree with most of the [redacted]'s statement but feel that there was a little bit of the conversation thatwas left out and facts misconstrued. [redacted] and [redacted] worked with our salesperson Victor on5/27/15 and an estimate was created for...

$2609.76 (estimate 990A is attached) on 5/30 and invoice wascreated {I NV #[redacted]- attached) and installation was set up for 6/15/15. Victor unfortunately decided tostart working at a new job and his last day of employment for Peoples Furniture was 6/1/15. Ourinstaller Bill R[redacted] started the install 6/15/15 as requested installing the carpet first and luxury vinyl planksecond. On the second day of the install I was called by our installer Mr R[redacted] informing me Victor hadn'tordered enough lvp stating the living room to be installed was measured as an 11'6"x 12 but actuallywas an 11'6" x 21" (attached copy of measurements from bid) leaving us about 100 sq/ft short. As thematerial was already special order I immediately called [redacted] and introduced myself, informed herthat we did make a mistake on our measurements stating that we did bid the job as 11 1/2 ft x12 in theliving room but the room was actually 11 1/2 by 21' leaving us approximately 100ft short of the vinylplank and asked her if she wanted me to order more or how she would like to proceed? [redacted] said "get itordered." and I told her I would call her back to let her know how fast we could get it. Trying to providethe best customer service as possible and after the rep told me it would be another couple weeks tospecial order materials I called a couple other local businesses and Parma Furniture had the additionalmaterial that we needed to get the job done. The flooring job was completed a couple days later exceptfor the two trim pieces. My wife and I personally went over to their house to introduce ourselves, sayhi, apologize again for the miscommunication resulting from Victors leaving, and see how the job went;As its let than a X mile from our house. [redacted] was pleased with the outcome and happy with the job.[redacted] did come in and pay $2000 on 6/29/15 but I was out of the office so I did not get a chance to talk toher. My staff did notify me that she was refusing to pay the balance. I called [redacted] first thing Tuesdaya.m. 6/30/15 and left [redacted] a voicemail questioning what issue was with the nonpayment. [redacted] calledme back later that morning disputing the charges. I apologized again for the mix-up and explained tohim how we did make the mistake bidding the living room but did call [redacted] and explain to her that is wasbid an 11 1/2 x 12 and should have been an 11 1/2 x 2l leaving us approximately 100 sq/ft short ofmaterial and if there was an issue it should have been addressed then. After being threatened ofextortion and making sure that we would be blackballed by all of the local real estate agents that [redacted]works with; I assured him that I am more than willing to work with him invited him to come down with[redacted] and the three of us could work it out face to face over lunch or coffee. My offer was declined andthe conversation ended with me saying I will do what you think is fair but I wanted him to talk to [redacted]and ask her if I gave her the opportunity to go a different direction once the mistake was realized andplease let me know. I never heard back from the [redacted]s.I did receive a cal l on my personal cell phone from [redacted] on 7/8/15 asking if he could show myhouse that I have listed for sale by owner. I believe [redacted] did not correlate that I, (being the sameperson that was supposedly extorting him) was the same person that he wanted to sell a house for.Anyways, I was more than happy to let [redacted] show the house and told him that I would even pay himand extra $500 if he did that he could apply to his balance. During the showing [redacted] was very cordialand a genuinely nice guy. We did have a conversation about the non-payment and him not getting backto me he said that [redacted] still feels the same way but also understood that he had more material thanwhat was in the original bid and he would talk to [redacted] again about paying for materials and I would writeoff the labor as it was [redacted] who was intent on not paying. Again I did not hear back from [redacted].At the end of June finance charges were applies as per our policy noted on the bottom of theinvoice and a statement was sent out with a note that I still hadn't heard from them. Attached is theirresponse. After being threatened by them 4 times and being absolutely unwilling to cooperate evenafter admitting that they had the additional material I feel that I have been more than cooperative andwilling to bend over backwards for the [redacted]s. I definitely don' t appreciate getting walked on.Peoples Furniture does 400-500+ average flooring jobs a year and has done so for the past 27years. We Value our customers and the small town we live in and know that we wouldn't be here if weweren't running an honest business.Billy W[redacted]Peoples Furniture208.549.22246[redacted]@shoppeoples.com