Rafa's Auto & Truck Repair

As we’ve previously stated, we
rely on information provided to us by the manufacturer.  The original
claim was denied but we pushed for a re-evaluation of the claim which was
ultimately approved.  We communicated the information to Ms. [redacted] as we
obtained it from the manufacturer.  We also only become familiar with any
manufacturer discontinuations as they are reported to us by the
manufacturer.  We have worked with Ms. [redacted] on  her reselection to
finalize her flooring claim and issues. We trust that this will all conclude with a satisfactory outcome for her.    Sincerely, My Flooring America

We sincerely apologize that the details of your new flooring installation didn't go according to the order and our standard practices. We are also sorry that due to some personnel changes your request for re-imbursement for the quarter round trims not completed and the damage repair...

were not processed timely. As of this response we have processed the full amount requested of $791.05 refunded to your discover card. We trust that we have fully addressed your requests and satisfied this complaint to the best of our ability. Please know that My Flooring America makes mistakes from time to time, however it is always our practice to taken care of them and our customers every time. We appreciate your business and will continue to stand behind your flooring purchase for the manufacturers warranty period. Thanks for giving us the opportunity to correct the situation. Sincerely, My Flooring America

We truly apologize for any inconvenience that may have been caused by miscommunications or the delays that came up during the process of working with My Flooring America. We never intended anything but to do our best to meet your expectations. Since due to unforeseen circumstances we could not...

meet the timelines and there fore understand your complete cancellation at this time. We have fully refunded all amounts involved and are sorry this happened. We hope you can forgive us for this situation as we always try our best to meet customer expectations or do the right thing when we can't.         Sincerely, My Flooring America

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  While My Flooring America-Katy has finally reimbursed my wife and I for the damaged t.v. stand, it seems that the issues of dishonesty goes beyond their installation crews and extends into their management.  Carl [redacted], My Flooring America's Katy Quality Control Supervisor, and James [redacted], a manager, both stopped by my house. At the time, I was sitting down in my garage and I remained there throughout our conversation. Mr. [redacted] actually walked to me and handed me a check. Once I confirmed the amount was correct, I asked them to leave. There was no profanity. The fact that My Flooring America-Katy's director, Mark [redacted], reported this shows how little this company cares about their customers or simply being honest in their business practices. This process has taken over a year in which we had to endure two separate installations (after the first took over a month, was never completed and the newly 'installed' flooring began to peel-up within a week), a damaged t.v. stand (which their installation crew lied about damaging and then months dealing with their managers), missing property from my garage (still missing), over $8,000 and when it was finally done, their crew left our new floors covered in their gray dusty boot prints that require a special type of cleaning to remove. My Flooring America advertises a 100% Customer Satisfaction Guaranty. Once they got our deposit and the actual job began, it became a long drawn-out nightmare. I'm just glad that its over. Well, except for their installation crew's boot prints all over my house and my missing property. So, Katy residents who are wanting new flooring in their home, do NOT use My Flooring America-Katy!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I find interesting how the facts get twisted to make FLOORING AMERICA look like they ACTUALLY CARE about this... I was informed on JULY 28, 2015 that [redacted] had approved the claim. I visited the store on AUGUST 1, 2015 to see what material was going to be used to replace the original carpet. This visit to the store was a HUGE WASTE OF MY TIME, the store associates HAD NO INFORMATION REGARDING THE CLAIM, AND COULD NOT (OR WOULD NOT) ANSWER ANY OF MY QUESTIONS. I had a sample of the carpet with me, they stated that the material had been discontinued but could not tell what would be the replacement.I e-mailed the claims department and called on AUGUST 3, 1015 to find out what options were available to me since the carpet installed in my house was no longer available. I received an e-mail on AUGUST 4, 2015 stating that the following (I'm copying the text of the e-mail): We spoke with our rep and he is
researching to see what is comparable to the carpet that you originally
installed. He hopes to have some choices for you by the end of the week.Today is SATURDAY, AUGUST 8, 2015. AS USUAL, THE DEADLINE THEY GAVE HAS COME AND GONE AND NOTHING HAS BEEN RESOLVED YET. HOW LONG DOES IT TAKE TO FIGURE OUT WHICH CARPET IS COMPARABLE TO THE CARPET ORIGINALLY INSTALLED?This has been the issue from day one: THEY DO NOT FOLLOW UP WITH... THEY KEEP DELAYING AND DELAYING...
Regards,

Our Fulfilment Manager has been communicating with Mrs.
[redacted] and while she’s not happy thus far with the current status,
it is where we are at in the claims process. Please understand that the claim’s
process truly does take as long as it has been and longer.  What she...

is
failing to understand is that we are the liaison between her and the
manufacturer.  [redacted] the manufacturer is denying the claim at this point as
they are not satisfied with the records she has provided relative to their
requirement for cleaning standards as outlined in the warranty they
provide.  This required care information was included in the documentation
she received at the point of sale as indicated by the terms and conditions form
as well as the warranty/care booklet for which she signed.
 
Danny and our claims department are continuing to engage
with [redacted] relative to this matter and have asked that they re-visit it which
would probably include a re-inspection.  At this point, we are doing
everything we can do. The information we are obtaining and able to obtain from
the manufacturer is being passed on to her as diligently as possible. The
product warranties are with the manufacturer and we are doing everything we can
at this time to represent her as our customer.  
Our goal is for customer service and satisfaction and we
will continue to work on this matter in her interest.
 
Sincerely,
My Flooring America