Signature Interiors & Design, LLC

[redacted] Please See Attached Documents [redacted] This letter is in response to the complaint you received on January 11th, submitted by [redacted] , ref# [redacted] .Signature Interiors & Design specializes in providing builders in the Puget Sound area withfloorcovering packages including carpet, hardwood, tile, vinyl, natural stone, and blinds [redacted] , andher husband ***, purchased a home under construction from one of our builders that contracts us toprovide the floor covering in the homeThe materials selected by [redacted] and [redacted] from our showroomwere installed in the home in the late Spring of During the construction phase of the home,Signature Interiors does inspections of the quality of workmanshipAlso during this phase, the builderperforms their quality control checks and any repair work or corrections to installation is noted andgenerally performed during this stagePrior to the buyer taking possession and closing on the purchaseof the house, a customer walk through is performed by the builder with the home buyer, At this timeany deficiencies or issues are noted and the builder requires us to do any repair work needed prior tothe purchase of the home closing.The builder, as well as Signature Interiors & Design, warrants the installation of these materialsfor one year and all manufacturers warranties applyWithin this one-year warranty period, warrantyrequests may be submitted to the builder, which then is passed on to us to inspect and take anynecessary action to correct.In August of we received a warranty request that some blinds were "bowing"This repairwas completed on September 5th, and a completed signed work order was signed by the customer.In September of we received a warranty request to inspect some boards that had "splits"in themThese boards were replaced on September 05, and a completed signed work order wassigned by the customer In June of205, at the year-end warranty period, we received several warranty requests.through the builder including grout repairs at the kitchen, fireplace and bathroomsAlso at this yearend,a warranty request was made for the kitchen island quartzStating there was a chip and that therewere different coloration shadesThe grout repairs were scheduled and taken care of on August 17thand a completed signed work order was signed by the customerThe year-end warranty requestregarding different coloration of the quartz at the seam required us to schedule an inspection from theslab fabricatorAn inspection took place and it was determined that the counter would be replaced inan attempt to satisfy the customerThe counter has since been replacedThe complaint did state thatthis was scheduled and that it did not take place on the scheduled dateThis is in fact true, for which weare sincerely sorry forIt is never an acceptable business practice to not show up on a scheduledappointmentAlthough, in our ten-year history of doing business, we have never financiallycompensated someone for a schedule glitch, we did agree that we would give this customer $500.00due to the on-going sensitivity of creating customer satisfaction in this caseWe would also like to notethat all repairs were coordinated and scheduled to correspond with ***'s days for which he workedfrom home.In the Fall of we received a request frorn the builder that [redacted] and [redacted] were notsatisfied with the performance of the hardwood flooringThe Manufacture, Shaw Industries, wascontacted and a claim was enteredThis claim process, can be somewhat lengthy since the followingsteps must be takenThe manufacture first receives the paperwork and then contacts a local"independent inspector" which then contacts the end user and schedules an inspection dateThisinspection did take place and the independent inspector then sent some boards back to themanufacture for testingThese boards underwent testingThis inspection came back that the productwas determined NOT to be defective and was within standardsThe findings and independent detailedinspection reports were passed onto the builder along with the findings stating that the hardwood is notdefective and within standardsSince our installation contract is between Signature Interiors & Designand the builder, and the purchase and sale contract is between the builder and the home buyer, allcorrespondence is done through the builderIncluding warranty requests, inspection reports andfindingsI do believe that the builder has provided the detailed inspection report to [redacted] and ***which is the proper paperwork chain of communication.Signature Interiors & Design takes customer satisfaction very seriously and it is with great regretthat [redacted] and [redacted] were unhappy with their experiences in getting their concerns resolvedAt thistime, we show that all warranty items submitted have been corrected Respectfully, Keli KO [redacted] Managing Member

[redacted] Please See Attached Documents [redacted]
This letter is in response to the complaint you received on January 11th, 2016 submitted by[redacted], ref# [redacted].Signature Interiors & Design specializes in providing builders in the Puget Sound area withfloorcovering packages including carpet,...

hardwood, tile, vinyl, natural stone, and blinds. [redacted], andher husband [redacted], purchased a home under construction from one of our builders that contracts us toprovide the floor covering in the home. The materials selected by [redacted] and [redacted] from our showroomwere installed in the home in the late Spring of 2014. During the construction phase of the home,Signature Interiors does inspections of the quality of workmanship. Also during this phase, the builderperforms their quality control checks and any repair work or corrections to installation is noted andgenerally performed during this stage. Prior to the buyer taking possession and closing on the purchaseof the house, a customer walk through is performed by the builder with the home buyer, At this timeany deficiencies or issues are noted and the builder requires us to do any repair work needed prior tothe purchase of the home closing.The builder, as well as Signature Interiors & Design, warrants the installation of these materialsfor one year and all manufacturers warranties apply. Within this one-year warranty period, warrantyrequests may be submitted to the builder, which then is passed on to us to inspect and take anynecessary action to correct.In August of 2014 we received a warranty request that some blinds were "bowing". This repairwas completed on September 5th, 2014 and a completed signed work order was signed by the customer.In September of 2014 we received a warranty request to inspect some boards that had "splits"in them. These boards were replaced on September 05, 2014 and a completed signed work order wassigned by the customer.
In June of205, at the year-end warranty period, we received several warranty requests.through the builder including grout repairs at the kitchen, fireplace and bathrooms. Also at this yearend,a warranty request was made for the kitchen island quartz. Stating there was a chip and that therewere 2 different coloration shades. The grout repairs were scheduled and taken care of on August 17thand a completed signed work order was signed by the customer. The year-end warranty requestregarding different coloration of the quartz at the seam required us to schedule an inspection from theslab fabricator. An inspection took place and it was determined that the counter would be replaced inan attempt to satisfy the customer. The counter has since been replaced. The complaint did state thatthis was scheduled and that it did not take place on the scheduled date. This is in fact true, for which weare sincerely sorry for. It is never an acceptable business practice to not show up on a scheduledappointment. Although, in our ten-year history of doing business, we have never financiallycompensated someone for a schedule glitch, we did agree that we would give this customer $500.00due to the on-going sensitivity of creating customer satisfaction in this case. We would also like to notethat all repairs were coordinated and scheduled to correspond with [redacted]'s days for which he workedfrom home.In the Fall of 2015 we received a request frorn the builder that [redacted] and [redacted] were notsatisfied with the performance of the hardwood flooring. The Manufacture, Shaw Industries, wascontacted and a claim was entered. This claim process, can be somewhat lengthy since the followingsteps must be taken. The manufacture first receives the paperwork and then contacts a local"independent inspector" which then contacts the end user and schedules an inspection date. Thisinspection did take place and the independent inspector then sent some boards back to themanufacture for testing. These boards underwent testing. This inspection came back that the productwas determined NOT to be defective and was within standards. The findings and independent detailedinspection reports were passed onto the builder along with the findings stating that the hardwood is notdefective and within standards. Since our installation contract is between Signature Interiors & Designand the builder, and the purchase and sale contract is between the builder and the home buyer, allcorrespondence is done through the builder. Including warranty requests, inspection reports andfindings. I do believe that the builder has provided the detailed inspection report to [redacted] and [redacted]which is the proper paperwork chain of communication.Signature Interiors & Design takes customer satisfaction very seriously and it is with great regretthat [redacted] and [redacted] were unhappy with their experiences in getting their concerns resolved. At thistime, we show that all warranty items submitted have been corrected.
Respectfully, 
Keli K. O[redacted]
Managing Member