Ronnie Bull Construction

We are saddened by ***’s experience as we certainly did not live up to either of our expectations We’ve communicated our apologies to [redacted] and hope to learn from the experience and improve our operations in regards to communication on insurance claims moving forward Dillabaugh's Flooring America always takes ownership on all insurance claims, not only helping put individual's property back together, but also their livesWe realize forced remodels are an unwelcome event in the eyes of the homeowner and understand their stress levels can be elevated as it related to the claim processOur goal is to present solutions, and coordinate activities with a multitude of individuals, in an effort to resolve all issues as quickly as possibleOur insurance specialists and claims administrator are not only experts in their field, from a vocational standpoint, but, we believe, show remarkable empathy and sympathy to the homeowner with respect to the time it sometime takes to make the insured whole again (insurance industry terminology)We want to thank the ***'s for allowing Dillabaugh's into their home and hope their entire family enjoys their new tile, carpet, and area rugs On May 27th, @ approx5:20pm our Nampa store manager, insurance specialist (working with the ***'s), and carpet installer met Ms [redacted] at her residenceArrangements were made with the ***'s on this date to accommodate Ms***'s work, and personal schedule, to complete her insurance claim in its entirety At just an hour from Ms [redacted] arriving home, the insurance claim was completed Again, we apologize for the poor communication on this projectWhile the insured client takes on an entirely different set of circumstances, we can and must do better Casey D [redacted] President Dillabaugh’s Flooring America (208) 287-

In my previous respond to the customer’ initial filing with the Revdex.com I stated that “While an apology will regrettably not alter the outcome of your experience on this occasion, I do extend it with all sincerity.”Today, I feel awful that we didn’t live up to the expectations of our customerI am, however, encouraged by the customer’ willingness to work with my company to reach a resolution.I want to take a moment to address the original handwritten narrative (Diary) that was provided by the customer in her first submission to the Revdex.com, to that of the typed ‘Home Renovation Diary’ that was included in the Revdex.com letter to my company, dated September 19th, 2016.First, the handwritten Diary, focuses on the timeframe from May 20th, through July 18th, The typed Home Renovation Diary extends through September 15th, 2016, with a consistent starting date of May 20th, With respect to the original and subsequent timeline of events, what I find most striking is the extenuating detail in the typed version to that of the handwritten.Before I continue I want to make certain the customer understands that neither I, or any employee of my company, would ever attempt to take advantage of any customerOur company is family owed, and operated, and has been in business for more than yearsOn a daily basis we engage within the communities we do business, and are always willing to lend a helping hand whenever the occasion arises.My response today is in no way an effort to concoct a point/counterpoint to the series of events that have taken placeI believe we would all agree that consistent, accurate details provide a gateway to resolutionI also want to add that scheduling appointments and having conversations are part of the very essence of what we do; whether it be conversations pertaining to product selection, installation dates and time, or just getting to know our customers betterIt is my hope that all parties concur that appointments and conversations are a productive part of the process and are never a waste of time.I also want to clarify my belief surrounding inconvenience and hardshipI honestly know of no one that has not, at one point in his/her life, been inconveniencedUsing myself as an example, I have many times listened to the concourse speakers announcing the extended delay in my flight back homeIt was the last flight outWas I going home tonight? NoWas I frustrated to the point of being exasperated? Absolutely, along with every other passenger.Conversely, I often times stop and give thanks for not having experienced hardshipTrue hardshipI’m thankful for the essentials of human wellbeing such as family, friends, food, a roof over my head, the absence of severe suffering, and the basic necessities of lifeAs drawn-out as my response may first appear, I believe every point made, and those to come, are absolutely essential to the focus, and efforts, in obtaining satisfaction with the customerFirst, and for the record, Dillabaugh’s is not seeking to get money from the tile company to pay for any extra work that the customer is doingWe are still seeking to recover only the expense we’ve actually paid out due to the imperfections/performance with the tileThis is a huge time loss and logistical inconvenience and we will not be asking for compensation.Additionally, effective August 24th, in an email I received from the customer, the customer stated “I do understand that issues may arise that cause delays or problems with services...With your unwillingness to compensate for my time and extra work, I have decided to find another company to complete the jobThank you Up until this time I remained confident that the customer would allow Dillabaugh’s to finish the job we startedMy Nampa store manager reported that the customer was very excited the day she picked out her new choice of tile, and was looking forward to seeing it installedWe were all very happy for the customer On August 24th when we were informed that we were no longer on the job, we ceased working on the project at the customer’s desire.In partial closing I want to refer back to the second paragraph of my response where I stated I was encouraged by the customer’ willingness to work with my company to reach a resolutionMore specifically, reimbursement for a rip/tear on the couch and damage done to the bottom storage drawer for her stoveAt this time, we have received an email, dated September 22nd, where the customer stated she would get an estimate for each and send them to usTo date, we received two estimates, dated September 23rd, for the sofa repairI have asked my Nampa store manager to remain in communication with the customer until both items are repaired and replaced, respectively.In closing I know that it has been five weeks since the customer elected to work with another company and that the customer was to/has selected a new tile (as stated in the typed Diary – September 14th/15th) with a delivery time frame of September 26thI truly hope that the customer is beyond satisfied with her tileWith the customer’s willingness and cooperation to move forward I remain confident we can expedite reimbursement to the items I addressed earlier in my response.Again, I am very sorry for your experienceCasey D [redacted] PresidentDillabaugh’s Flooring America(208) 287-

Complaint: [redacted] I reject your responseI have attached my Home Renevation Diary, so you can actually understand what has happened I have also attached the letter to explain the reasons of rejection Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because: Even though the job was complete, it was not handled the way any business should conduct their businessYes it was an unwelcome event that happened and there is already a lot of stress because of it, however as a company you want the homeowner, your customer, to feel like the job is in the right hands and to feel good about the situationThis was not the case with Diallabough, they treated us like a paycheck because no matter what they would get paid for the job because it was an insurance claimI would never recommend this company to anyone for an insurance claim or a personal jobThey did not show empathy or sympathy to us at all during the whole thing, and they did not even attempt to resolve all issues as quickly as possibleI hope that anyone that goes through Dillabaugh does not have to go through what we went through of weeks of a job that should have taken at most weeksI decline their response because they did not make an actual attempt to make things better, they did not show empathy, they did not follow up with what they said they would do and even after all was said and done with the Revdex.com complaint and all they still do not take full ownershipThe only reason management came out to my home on 05/was because it was the final straw for us and because the home was left on 05/a hazard for my family and my daughterI expressed my thoughts and broke down to the manager and even still then he showed no accountability or empathy for their errors and offered no compensation aside from making the extra carpet that my claim paid for into area rugsThat does not make up for everything my family had to go through the stress the horrible living situations and the lack of confidence this company knew what they were doing. Sincerely,*** ***

Complaint: [redacted]I reject your response. I have attached my Home Renevation Diary, so you can actually understand what has happened.
I have also attached the letter to explain the reasons of rejection.
Sincerely, [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

We are saddened by [redacted]’s experience as we certainly did not live up to either of our expectations.  We’ve communicated our apologies to [redacted] and hope to learn from the experience and improve our operations in regards to communication on insurance claims moving forward.
 
Dillabaugh's...

Flooring America always takes ownership on all insurance claims, not only helping put individual's property back together, but also their lives. We realize forced remodels are an unwelcome event in the eyes of the homeowner and understand their stress levels can be elevated as it related to the claim process. Our goal is to present solutions, and coordinate activities with a multitude of individuals, in an effort to resolve all issues as quickly as possible. Our insurance specialists and claims administrator are not only experts in their field, from a vocational standpoint, but, we believe, show remarkable empathy and sympathy to the homeowner with respect to the time it sometime takes to make the insured whole again (insurance industry terminology). We want to thank the [redacted]'s for allowing Dillabaugh's into their home and hope their entire family enjoys their new tile, carpet, and area rugs.
 
On May 27th, 2016 @ approx. 5:20pm our Nampa store manager, insurance specialist (working with the [redacted]'s), and carpet installer met Ms. [redacted] at her residence. Arrangements were made with the [redacted]'s on this date to accommodate Ms. [redacted]'s work, and personal schedule, to complete her insurance claim in its entirety.  At just an hour from Ms. [redacted] arriving home, the insurance claim was completed.  Again, we apologize for the poor communication on this project. While the insured client takes on an entirely different set of circumstances, we can and must do better.
 
Casey D[redacted]
 
President
Dillabaugh’s Flooring America
(208) 287-2450

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Firstly I would like to thank you for taking the time to seek a remedy from your experience over the course of the summer with Dillabaugh’s. It is only through feedback such as yours that we are able to maintain, and improve, upon the services that we provide our valued customers.I remain very...

disappointed, and again extend my deepest apologies to you and your family. While an apology will regrettably not alter the outcome of your experience on this occasion, I do extend it with all sincerity. I certainly empathize regarding the points you mention in your review, especially the extended period of time you endured without a satisfactory outcome. This level of service is certainly not acceptable and I will personally address, with my respective company managers, in the next several days.I want to take a moment to specifically address several items you outlined in your review. First, I want to thank you for acknowledging the manufacturers role with the issue of the tile in your laundry room. This was certainly not anticipated, however, it did make for lost time in the completion of your laundry room floor. Second, I want to extend to you my full assurance that you will be compensated for damage done to the storage drawer on your oven, and any rip and/or tear to your couch. Finally, I am extremely happy we were able to provide the new profile wall base you selected.I have asked a member of my management team to be in contact with you this week to finalize compensation of the items addressed above. Best regards,Casey D[redacted]

In my previous respond to the customer’ initial filing with the Revdex.com I stated that “While an apology will regrettably not alter the outcome of your experience on this occasion, I do extend it with all sincerity.”Today, I feel awful that we didn’t live up to the expectations of our customer. I am, however, encouraged by the customer’ willingness to work with my company to reach a resolution.I want to take a moment to address the original handwritten narrative (Diary) that was provided by the customer in her first submission to the Revdex.com, to that of the typed ‘Home Renovation Diary’ that was included in the Revdex.com letter to my company, dated September 19th, 2016.First, the handwritten Diary, focuses on the timeframe from May 20th, 2016 through July 18th, 2016. The typed Home Renovation Diary extends through September 15th, 2016, with a consistent starting date of May 20th, 2016. With respect to the original and subsequent timeline of events, what I find most striking is the extenuating detail in the typed version to that of the handwritten.Before I continue I want to make certain the customer understands that neither I, or any employee of my company, would ever attempt to take advantage of any customer. Our company is family owed, and operated, and has been in business for more than 34 years. On a daily basis we engage within the communities we do business, and are always willing to lend a helping hand whenever the occasion arises.My response today is in no way an effort to concoct a point/counterpoint to the series of events that have taken place. I believe we would all agree that consistent, accurate details provide a gateway to resolution. I also want to add that scheduling appointments and having conversations are part of the very essence of what we do; whether it be conversations pertaining to product selection, installation dates and time, or just getting to know our customers better. It is my hope that all parties concur that appointments and conversations are a productive part of the process and are never a waste of time.I also want to clarify my belief surrounding inconvenience and hardship. I honestly know of no one that has not, at one point in his/her life, been inconvenienced. Using myself as an example, I have many times listened to the concourse speakers announcing the extended delay in my flight back home. It was the last flight out. Was I going home tonight? No. Was I frustrated to the point of being exasperated? Absolutely, along with every other passenger.Conversely, I often times stop and give thanks for not having experienced hardship. True hardship. I’m thankful for the essentials of human wellbeing such as family, friends, food, a roof over my head, the absence of severe suffering, and the basic necessities of life. As drawn-out as my response may first appear, I believe every point made, and those to come, are absolutely essential to the focus, and efforts, in obtaining satisfaction with the customer. First, and for the record, Dillabaugh’s is not seeking to get money from the tile company to pay for any extra work that the customer is doing. We are still seeking to recover only the expense we’ve actually paid out due to the imperfections/performance with the tile. This is a huge time loss and logistical inconvenience and we will not be asking for compensation.Additionally, effective August 24th, 2016 in an email I received from the customer, the customer stated “I do understand that issues may arise that cause delays or problems with services...With your unwillingness to compensate for my time and extra work, I have decided to find another company to complete the job. Thank you.  Up until this time I remained confident that the customer would allow Dillabaugh’s to finish the job we started. My Nampa store manager reported that the customer was very excited the day she picked out her new choice of tile, and was looking forward to seeing it installed. We were all very happy for the customer.  On August 24th when we were informed that we were no longer on the job, we ceased working on the project at the customer’s desire.In partial closing I want to refer back to the second paragraph of my response where I stated I was encouraged by the customer’ willingness to work with my company to reach a resolution. More specifically, reimbursement for a rip/tear on the couch and damage done to the bottom storage drawer for her stove. At this time, we have received an email, dated September 22nd, where the customer stated she would get an estimate for each and send them to us. To date, we received two estimates, dated September 23rd, for the sofa repair. I have asked my Nampa store manager to remain in communication with the customer until both items are repaired and replaced, respectively.In closing I know that it has been five weeks since the customer elected to work with another company and that the customer was to/has selected a new tile (as stated in the typed Diary – September 14th/15th) with a delivery time frame of September 26th. I truly hope that the customer is beyond satisfied with her tile. With the customer’s willingness and cooperation to move forward I remain confident we can expedite reimbursement to the items I addressed earlier in my response.Again, I am very sorry for your experience. Casey D[redacted]PresidentDillabaugh’s Flooring America(208) 287-2450