I have reviewed the response made by the business in reference to complaint ID ***, and find that although I'm not completely satisfied with the resolution I will accept as it's not worth my time or energy to continue to argue as George and Stacy will and have yet to admit their wrongs and apologize for their terrible business and customer service practices.
Regards,
*** ***
Stacy J[redacted], I am writing to respond to the above mentioned complaint number. While most of the account is accurate I have spoken to the consumer on more occasions than noted. On each occasion our company policy was that we were going to replace...
the carpet in her hallway that she was unhappy with. I have attached the pictures that she had provided me with on 8/9. I told her multiple times that I needed to get in touch with our supplier and our staff to figure out who was at fault for the 2 extra seams that were made to the carpet when the repair was completed last year to the floor. Carpet seams are always going to be visible especially in high traffic areas like a hallway. When we replace the carpet the 2 seams that we made for the repair will be gone, but she will still have seams in front of her doorways because that is how carpet is installed. Our staff is responsible for the improper repair and we are going to replace the entire hallway for her. At no point in our conversions did she make mention of wanting a refund. The amount that she has requested to be refunded is the upgrade to a better grade carpet in her entire house that she paid directly to the supplier and does not represent the actual cost of the damaged area. As I had mentioned before we are going to replace the carpet. Thank you
11/15/17 e-mail response received from the company as follows: It’s unfortunate that the customer is unwilling to have a meeting or a phone call with the owner of the company. We have offered to replace the carpet that was cut wrong during the repair of the floor. The cost of the carpet is not equal to the money the customer is asking for. If she is unwilling to have us replace the carpet the only thing we can do is offer a refund of the value of the damaged carpet in the hallway. The cost of the standard carpet is $2.22 a sq ft. She paid $1.40 extra to the supplier to upgrade. The hallway is 141.25 sq ft. This equates to a refund of $511.33. We are willing to reimburse the customer $750 in total. Sincerely, Stacy J[redacted]Director of OperationsProBuilt Homeswww.probuilt-homes.comwww.facebook.com/probuilthomes[redacted]440.255.6535 x3 office440.974.8360 fax
I have reviewed the response made by the business in reference to complaint ID ***, and find that although I'm not completely satisfied with the resolution I will accept as it's not worth my time or energy to continue to argue as George and Stacy will and have yet to admit their wrongs and apologize for their terrible business and customer service practices.
Regards,
*** ***
Stacy J[redacted], I am writing to respond to the above mentioned complaint number. While most of the account is accurate I have spoken to the consumer on more occasions than noted. On each occasion our company policy was that we were going to replace...
the carpet in her hallway that she was unhappy with. I have attached the pictures that she had provided me with on 8/9. I told her multiple times that I needed to get in touch with our supplier and our staff to figure out who was at fault for the 2 extra seams that were made to the carpet when the repair was completed last year to the floor. Carpet seams are always going to be visible especially in high traffic areas like a hallway. When we replace the carpet the 2 seams that we made for the repair will be gone, but she will still have seams in front of her doorways because that is how carpet is installed. Our staff is responsible for the improper repair and we are going to replace the entire hallway for her. At no point in our conversions did she make mention of wanting a refund. The amount that she has requested to be refunded is the upgrade to a better grade carpet in her entire house that she paid directly to the supplier and does not represent the actual cost of the damaged area. As I had mentioned before we are going to replace the carpet. Thank you
11/15/17 e-mail response received from the company as follows: It’s unfortunate that the customer is unwilling to have a meeting or a phone call with the owner of the company. We have offered to replace the carpet that was cut wrong during the repair of the floor. The cost of the carpet is not equal to the money the customer is asking for. If she is unwilling to have us replace the carpet the only thing we can do is offer a refund of the value of the damaged carpet in the hallway. The cost of the standard carpet is $2.22 a sq ft. She paid $1.40 extra to the supplier to upgrade. The hallway is 141.25 sq ft. This equates to a refund of $511.33. We are willing to reimburse the customer $750 in total. Sincerely, Stacy J[redacted]Director of OperationsProBuilt Homeswww.probuilt-homes.comwww.facebook.com/probuilthomes[redacted]440.255.6535 x3 office440.974.8360 fax