Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I offer my responses attached to each statement of KCO"The customer who filed the complaint, Mr*** ***, had little or no contact with our store. In fact, our records show we spoke with his wife 99% of the time" - Incorrect, my wife dealt w/ KCO most of the time, but me and my wife have exchanged all information and acted togetherI dealt w/ LCO over the phone times, spoke one time personally w/ Mr*** and spoke over the phone w/ him one time, met w/ KCO employer one time at our placeMy wife dealth w/ KCO about times, so my direct communication was closer to 35-40% "On 4/26/14, Mrs***, contacted our office regarding a gap in her hard wood floor. Our records show the floor had been installed on 5/10/and no complaints or problems had previously been registered." - True, I explained Mr***, that gaping was there practically since the beginning, but we have not dealt w/ itI pointed it out to Mr*** when he came over to measure our room for different order, and he stated that "we had a case.""We visited the jobsite in early June after trying for weeks to get a commitment on a date from Mrs***. During our inspection we took pictures and told Mrs*** we planned on filing a complaint with the manufacture. At no time did we make any promises or discuss replacing the entire floor (we are not in a position to do this until we have a definitive idea on what the cause of the problem is)." - I do not remember if we discussed replacing ENTIRE floor or PARTS of it, but Mr*** stated that the gaping will have to be fixed by replacing it AND he asked me if I had spare wooden planks to use, I confirmed, he was pleased to hear. "The findings (shared with the ***'s) stated the gaps were noticeable and the home had no humidity controls. We approached Mrs*** following the findings to see if we could bring an installer to their home to see what could be done to repair the gaps. We also explained part of the report showed the home had insufficient humidity controls and could be contributing to the gaping." True, I was told that I was not maintaining constant humidity and temperature in my house and therefore was asked to "help w/ expenses." Since our house is not a museum and we cannot guarantee year-long steady parameters, I agreed to pay for inspection fee, provided the floor/defective parts of it will be REPLACED"Prior to doing the repair, we requested the ***'s pay a portion of the inspection cost. We explained the findings clearly show the gapping is not manufacturing, but installation and no humidity controls. We showed the ***'s a document they had signed at the time of the order on the importance of maintaining specific humidity levels." I was not asked to pay inspection fee prior to replacement of the floor. "The cost of the inspection was $315.00. We requested the ***'s pay $and any and all material/labor cost would be absorbed by Kerns. Mrs*** told us she needed to run this by her husband and would get back to us. She called and let us know they would agree to pay $and we completed the repair on 10/24/14." Me and my wife agreed to pay an inspection fee ONLY when the floor/parts of the floor was going to be REPLACEDHad we known that floor is going to be just patched (minutes work) we would have never agreed paying 200, or 315$Here is the substantial argument that debunks KCO claim: WORKER WHO CAME OVER TO FIX THE FLOOR WAS PREPARED TO REPLACE IT AND ONLY DETERMINED ON 10/24/THAT THE FLOOR DID NOT NEED TO BE REPLACED AND ONLY PATCHEDIF IT WAS TRUE THAT THE FLOOR DID NOT NEED TO BE REPLACED AND ONLY PATCHED AS KCO CLAIMS HAPPENED AFTER THE "INSPECTION" WHY WOULD THE WORKER BE READY TO REPLACE IT ON 10/24/SO, DOES KCO CLAIMS THAT THE WORKER WAS THE INSPECTOR? IF YES, THEN THE CLAIM THAT THE INSPECTION HAPPENED PRIOR TO HIS VISIT IS NOT TRUEEITHER WAY WE WERE NOT INFORMED ABOUT THE RESULTS OF INSPECTION KCO CLAIMS TOOK PLACEIf we were asked "do you still want us to patch the floor and pay 200$ inspection fee or not" we would answer obviously no. Me and my wife believe that KCO should not charge us 200$, not only because they did not provide the service they promised, but also because the fee is unproportionally high to the service provided (patching the floor).
Regards,
*** ***
We appreciate the Revdex.com bringing this complaint to our attention.cThe customer who filed the complaint, Mr. [redacted], had little or no contact with our store. In fact, our records show we spoke with his wife 99% of the time. I would like to set the record straight...
and believe we have acted in good faith. On 4/26/14, Mrs. [redacted], contacted our office regarding a gap in her hard wood floor. Our records show the floor had been installed on 5/10/11 and no complaints or problems had previously been registered. We visited the jobsite in early June after trying for weeks to get a commitment on a date from Mrs. [redacted]. During our inspection we took pictures and told Mrs. [redacted] we planned on filing a complaint with the manufacture. At no time did we make any promises or discuss replacing the entire floor (we are not in a position to do this until we have a definitive idea on what the cause of the problem is). We submitted the paperwork along with the pictures to the manufacture and they requested an inspection be done. This is common protocol in our industry and the inspector has no affiliation with Kerns Carpet One, the manufacture, or the State of Wisconsin. We shared this information with Mrs. [redacted] and the inspection was done on 7/15/14.The findings (shared with the [redacted]'s) stated the gaps were noticeable and the home had no humidity controls. We approached Mrs. [redacted] following the findings to see if we could bring an installer to their home to see what could be done to repair the gaps. We also explained part of the report showed the home had insufficient humidity controls and could be contributing to the gapping. Prior to doing the repair, we requested the [redacted]'s pay a portion of the inspection cost. We explained the findings clearly show the gapping is not manufacturing, but installation and no humidity controls. We showed the [redacted]'s a document they had signed at the time of the order on the importance of maintaining specific humidity levels. The cost of the inspection was $315.00. We requested the [redacted]'s pay $200.00 and any and all material/labor cost would be absorbed by Kerns. Mrs. [redacted] told us she needed to run this by her husband and would get back to us. She called and let us know they would agree to pay $200.00 and we completed the repair on 10/24/14. We called Mrs. [redacted] following the completion of the work and she was happy with the results. We asked her how she would like to pay and she told the [redacted] to contact her husband for a credit card. We called him right away and he told my [redacted] he didn't feel he got the service he deserved and would not part with the $200.00. We believe we acted in good faith and provided excellent service by taking care of the repair. If the customer was dissatisfied with the repair, we were never told. Furthermore, if the customer does NOT deal with the humidity issue there is a STRONG possibility the gapping will re-appear.We believe Kerns Carpets is entitled to full reimbursement of $200.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I offer my responses attached to each statement of KCO"The customer who filed the complaint, Mr*** ***, had little or no contact with our store. In fact, our records show we spoke with his wife 99% of the time" - Incorrect, my wife dealt w/ KCO most of the time, but me and my wife have exchanged all information and acted togetherI dealt w/ LCO over the phone times, spoke one time personally w/ Mr*** and spoke over the phone w/ him one time, met w/ KCO employer one time at our placeMy wife dealth w/ KCO about times, so my direct communication was closer to 35-40% "On 4/26/14, Mrs***, contacted our office regarding a gap in her hard wood floor. Our records show the floor had been installed on 5/10/and no complaints or problems had previously been registered." - True, I explained Mr***, that gaping was there practically since the beginning, but we have not dealt w/ itI pointed it out to Mr*** when he came over to measure our room for different order, and he stated that "we had a case.""We visited the jobsite in early June after trying for weeks to get a commitment on a date from Mrs***. During our inspection we took pictures and told Mrs*** we planned on filing a complaint with the manufacture. At no time did we make any promises or discuss replacing the entire floor (we are not in a position to do this until we have a definitive idea on what the cause of the problem is)." - I do not remember if we discussed replacing ENTIRE floor or PARTS of it, but Mr*** stated that the gaping will have to be fixed by replacing it AND he asked me if I had spare wooden planks to use, I confirmed, he was pleased to hear. "The findings (shared with the ***'s) stated the gaps were noticeable and the home had no humidity controls. We approached Mrs*** following the findings to see if we could bring an installer to their home to see what could be done to repair the gaps. We also explained part of the report showed the home had insufficient humidity controls and could be contributing to the gaping." True, I was told that I was not maintaining constant humidity and temperature in my house and therefore was asked to "help w/ expenses." Since our house is not a museum and we cannot guarantee year-long steady parameters, I agreed to pay for inspection fee, provided the floor/defective parts of it will be REPLACED"Prior to doing the repair, we requested the ***'s pay a portion of the inspection cost. We explained the findings clearly show the gapping is not manufacturing, but installation and no humidity controls. We showed the ***'s a document they had signed at the time of the order on the importance of maintaining specific humidity levels." I was not asked to pay inspection fee prior to replacement of the floor. "The cost of the inspection was $315.00. We requested the ***'s pay $and any and all material/labor cost would be absorbed by Kerns. Mrs*** told us she needed to run this by her husband and would get back to us. She called and let us know they would agree to pay $and we completed the repair on 10/24/14." Me and my wife agreed to pay an inspection fee ONLY when the floor/parts of the floor was going to be REPLACEDHad we known that floor is going to be just patched (minutes work) we would have never agreed paying 200, or 315$Here is the substantial argument that debunks KCO claim: WORKER WHO CAME OVER TO FIX THE FLOOR WAS PREPARED TO REPLACE IT AND ONLY DETERMINED ON 10/24/THAT THE FLOOR DID NOT NEED TO BE REPLACED AND ONLY PATCHEDIF IT WAS TRUE THAT THE FLOOR DID NOT NEED TO BE REPLACED AND ONLY PATCHED AS KCO CLAIMS HAPPENED AFTER THE "INSPECTION" WHY WOULD THE WORKER BE READY TO REPLACE IT ON 10/24/SO, DOES KCO CLAIMS THAT THE WORKER WAS THE INSPECTOR? IF YES, THEN THE CLAIM THAT THE INSPECTION HAPPENED PRIOR TO HIS VISIT IS NOT TRUEEITHER WAY WE WERE NOT INFORMED ABOUT THE RESULTS OF INSPECTION KCO CLAIMS TOOK PLACEIf we were asked "do you still want us to patch the floor and pay 200$ inspection fee or not" we would answer obviously no. Me and my wife believe that KCO should not charge us 200$, not only because they did not provide the service they promised, but also because the fee is unproportionally high to the service provided (patching the floor).
Regards,
*** ***
We appreciate the Revdex.com bringing this complaint to our attention.cThe customer who filed the complaint, Mr. [redacted], had little or no contact with our store. In fact, our records show we spoke with his wife 99% of the time. I would like to set the record straight...
and believe we have acted in good faith. On 4/26/14, Mrs. [redacted], contacted our office regarding a gap in her hard wood floor. Our records show the floor had been installed on 5/10/11 and no complaints or problems had previously been registered. We visited the jobsite in early June after trying for weeks to get a commitment on a date from Mrs. [redacted]. During our inspection we took pictures and told Mrs. [redacted] we planned on filing a complaint with the manufacture. At no time did we make any promises or discuss replacing the entire floor (we are not in a position to do this until we have a definitive idea on what the cause of the problem is). We submitted the paperwork along with the pictures to the manufacture and they requested an inspection be done. This is common protocol in our industry and the inspector has no affiliation with Kerns Carpet One, the manufacture, or the State of Wisconsin. We shared this information with Mrs. [redacted] and the inspection was done on 7/15/14.The findings (shared with the [redacted]'s) stated the gaps were noticeable and the home had no humidity controls. We approached Mrs. [redacted] following the findings to see if we could bring an installer to their home to see what could be done to repair the gaps. We also explained part of the report showed the home had insufficient humidity controls and could be contributing to the gapping. Prior to doing the repair, we requested the [redacted]'s pay a portion of the inspection cost. We explained the findings clearly show the gapping is not manufacturing, but installation and no humidity controls. We showed the [redacted]'s a document they had signed at the time of the order on the importance of maintaining specific humidity levels. The cost of the inspection was $315.00. We requested the [redacted]'s pay $200.00 and any and all material/labor cost would be absorbed by Kerns. Mrs. [redacted] told us she needed to run this by her husband and would get back to us. She called and let us know they would agree to pay $200.00 and we completed the repair on 10/24/14. We called Mrs. [redacted] following the completion of the work and she was happy with the results. We asked her how she would like to pay and she told the [redacted] to contact her husband for a credit card. We called him right away and he told my [redacted] he didn't feel he got the service he deserved and would not part with the $200.00. We believe we acted in good faith and provided excellent service by taking care of the repair. If the customer was dissatisfied with the repair, we were never told. Furthermore, if the customer does NOT deal with the humidity issue there is a STRONG possibility the gapping will re-appear.We believe Kerns Carpets is entitled to full reimbursement of $200.