Ross Custom Flooring

My wife and I had been to several other dealers before being recommended to Ross Custom Flooring by one of our friends The showroom was way beyond what we had expected being in a home Their were many beautiful displays with countless options Their presentation was the nicest we had seen, and the entire showroom was immaculately clean We were given an extraordinary education in the types of carpeting and fibers used while in a very relaxed setting This experience was unique from ANY other dealer we visited, and his expertise and knowledge were very much appreciated Pricing was highly competitive and in most cases was substantially less than the competition Our home was accurately measured, our selection was ordered, and the installation was completed as promised in short order Our experience was excellent and we would highly recommend this dealer to anyone with confidence

Re: ID#***
Dear
Sir/Madam,
This letter is in response to your notice of a customer complaint dated July 13, 2016. I am puzzled by it as each and every e-mail to me was responded to in a timely manner, and on Friday, July 15, 2016, my installation subcontractor was at the job site and addressed any remaining labor issues. The client indicated she was completely satisfied with her floor and the installation while spending almost two hours just talking with them about unrelated topics of mutual interest. As of this date, there has been no further contact by any media from the client indicating ANY further issues. I have included copies of e-mails from the client and my responses to verify that she has NOT been ignored and that indeed her requests for warranty service were followed up in a timely manner. It is important to note that there were some scheduling conflicts for the corrective action to be taken by BOTH parties, but as of the aforementioned date of July 15th, all installation matters HAVE BEEN RESOLVED. With respect to the client’s complaints of poor service, improper floor prep and “movement” in the floor, they are without merit. First, you will note a significant gap in the communications from the client when she chose to go directly to the installers instead of me, as I addressed by e-mail to her following her subsequent complaint to me. Second, the client failed to include in her complaint that she was advised on the date of installation that her concrete floor was reading over 20% moisture, which makes it impossible to directly glue the wood floor down. We opted AT NO FURTHER EXPENSE TO HER to “float” the new wood floor over a moisture barrier suitable for such conditionsThis installation process is approved by the wood flooring manufacturerThe vertical “movement”, or flexing she was noticing was due to the floor not being glued down, which is normalThere were a few areas of excess movement which was determined to be from material expansion, that was hindered (in one area) by a cabinet being installed directly on top of the floor. Further, the “dings” for the most part were produced in the manufacturing process to simulate a “distressed” style of flooring, which she selected. The original installation took a little longer than projected due to the problem with her slab condition and because the installer needed to leave the job to attend to his terminally-ill father.
As you will see, the e-mail trail speaks for itself. She has been cordially dealt with, and when she chose to communicate directly with me (the contractor) her issues were responded to immediately. Her claims of poor service are invalid as it pertains to me. Any matters that have involved labor issues have been responded to, and she still has the remainder of a two-year warranty on labor as required by the ROC for licensed contractors
Sincerely,
Bill R***
*** * *** *** *
Gilbert, AZ ###-###-####
###-###-#### fax
(480)###-###-#### cell
***@gmail.com
License ROC *** ***

I sent you a copy of the email response to *** *** today, 8/2/ You must not have read it I am and have tried numerous times to resolve the issues directly with the consumer, each time feeling by her response that the matters were resolved What she is complaining about is some minor flexing/movement in the wood floor This floor was NOT GLUED DOWN because of the high moisture reading in the slab We instead "floated" the floor over a moisture barrier at NO ADDITOONAL COST TO HER!!! She will not address these facts which is highly unfair since only part of the information is being passed on to you by her Further, as if you were not aware of the extreme humidity accompanying the monsoon, this condition reined havoc with everyone's wood floors Just as a reminder to you, I sent Ms *** an email this morning requesting an appointment for Friday, August 12th at which I personally will be there along with the installation contractor AND the flooring distributor's field rep As of this writing, I have not heard back from the consumerQuite frankly, I can't imagine ANY retailer giving more or better responses to a customer I know for a fact through my years of being in business that there will always be a certain percentage of customers who feel if they complain enough, the business will just "pay them" to go away Instead of this path, I am trying every way I can to assure that the customer is satisfied with her wood floor
I sincerely hope hope that you take the time to read my responses to her and understand that my position is of equal value and deserves equal consideration!
Bill R***
Ross Custom Flooring

I have not provided any final sign off on the repairs that have been made to date. They are still being evaluated.
This complaint is still open.

My wife and I had been to several other dealers before being recommended to Ross Custom Flooring by one of our friends. The showroom was way beyond what we had expected being in a home. Their were many beautiful displays with countless options. Their presentation was the nicest we had seen, and the entire showroom was immaculately clean. We were given an extraordinary education in the types of carpeting and fibers used while in a very relaxed setting. This experience was unique from ANY other dealer we visited, and his expertise and knowledge were very much appreciated. Pricing was highly competitive and in most cases was substantially less than the competition. Our home was accurately measured, our selection was ordered, and the installation was completed as promised in short order. Our experience was excellent and we would highly recommend this dealer to anyone with confidence.

I have not provided any final sign off on the repairs that have been made to date. They are still being evaluated.

This complaint is still open.

We found [redacted] to be very professional and knowledgeable. His home-based showroom was very extensive with carpet and flooring samples from many different manufacturers. We were extremely impressed with the installers. They were careful and clean and left everything looking beautiful. Everything was delivered and installed timely as promised.

Re: ID#[redacted]
Dear...

Sir/Madam,
This letter is in response to your notice of a customer complaint dated July 13, 2016.  I am puzzled by it as each and every e-mail to me was responded to in a timely manner, and on Friday, July 15, 2016, my installation subcontractor was at the job site and addressed any remaining labor issues.  The client indicated she was completely satisfied with her floor and the installation while spending almost two hours just talking with them about unrelated topics of mutual interest.  As of this date, there has been no further contact by any media from the client indicating ANY further issues.  I have included copies of e-mails from the client and my responses to verify that she has NOT been ignored and that indeed her requests for warranty service were followed up in a timely manner.  It is important to note that there were some scheduling conflicts for the corrective action to be taken by BOTH parties, but as of the aforementioned date of July 15th, all installation matters HAVE BEEN RESOLVED.  With respect to the client’s complaints of poor service, improper floor prep and “movement” in the floor, they are without merit.  First, you will note a significant gap in the communications from the client when she chose to go directly to the installers instead of me, as I addressed by e-mail to her following her subsequent complaint to me.  Second, the client failed to include in her complaint that she was advised on the date of installation that her concrete floor was reading over 20% moisture, which makes it impossible to directly glue the wood floor down.  We opted AT NO FURTHER EXPENSE TO HER to “float” the new wood floor over a moisture barrier suitable for such conditions. This installation process is approved by the wood flooring manufacturer. The vertical “movement”, or flexing she was noticing was due to the floor not being glued down, which is normal. There were a few areas of excess movement which was determined to be from material expansion, that was hindered (in one area) by a cabinet being installed directly on top of the floor.  Further, the “dings” for the most part were produced in the manufacturing process to simulate a “distressed” style of flooring, which she selected.  The original installation took a little longer than projected due to the problem with her slab condition and because the installer needed to leave the job to attend to his terminally-ill father. 
As you will see, the e-mail trail speaks for itself.  She has been cordially dealt with, and when she chose to communicate directly with me (the contractor) her issues were responded to immediately.  Her claims of poor service are invalid as it pertains to me.  Any matters that have involved labor issues have been responded to, and she still has the remainder of a two-year warranty on labor as required by the ROC for licensed contractors.   
Sincerely,
Bill R[redacted]

Gilbert, AZ 85296
###-###-####
###-###-#### fax
(480)###-###-#### cell
[redacted]@gmail.com
License ROC [redacted]

My wife and I had been to several other dealers before being recommended to Ross Custom Flooring by one of our friends. The showroom was way beyond what we had expected being in a home. Their were many beautiful displays with countless options. Their presentation was the nicest we had seen, and the entire showroom was immaculately clean. We were given an extraordinary education in the types of carpeting and fibers used while in a very relaxed setting. This experience was unique from ANY other dealer we visited, and his expertise and knowledge were very much appreciated. Pricing was highly competitive and in most cases was substantially less than the competition. Our home was accurately measured, our selection was ordered, and the installation was completed as promised in short order. Our experience was excellent and we would highly recommend this dealer to anyone with confidence.

I sent you a copy of the email response to [redacted] today, 8/2/16.  You must not have read it.  I am and have tried numerous times to resolve the issues directly with the consumer, each time feeling by her response that the matters were resolved.  What she is complaining about is some minor flexing/movement in the wood floor.  This floor was NOT GLUED DOWN because of the high moisture reading in the slab.  We instead "floated" the floor over a moisture barrier at NO ADDITOONAL COST TO HER!!!  She will not address these facts which is highly unfair since only part of the information is being passed on to you by her.  Further, as if you were not aware of the extreme humidity accompanying the monsoon, this condition reined havoc with everyone's wood floors.  Just as a reminder to you, I sent Ms [redacted] an email this morning requesting an appointment for Friday, August 12th at which I personally will be there along with the installation contractor AND the flooring distributor's field rep.  As of this writing, I have not heard back from the consumer.
Quite frankly, I can't imagine ANY retailer giving more or better responses to a customer.  I know for a fact through my 23 years of being in business that there will always be a certain percentage of customers who feel if they complain enough, the business will just "pay them" to go away.  Instead of this path, I am trying every way I can to assure that the customer is satisfied with her wood floor.  
 
I sincerely hope hope that you take the time to read my responses to her and understand that my position is of equal value and deserves  equal consideration!
Bill R[redacted]
Ross Custom Flooring