Smokers Choice

We installed laminate flooring in August for Ms***Once the job was completed and the contract fulfilled, she was so pleased with the work that she was kind enough to write us a positive review with the Revdex.com ( [redacted] )While we were on vacation on November 24, at 7:18pm, we missed a phone call from her but she left a message stating that she wanted to have us install laminate flooring in the remaining three bedrooms of her home and tile her foyer and two bathroomsShe also mentioned that her [redacted] was interested in having some tile and laminate work done as wellThere was no mention of any repairs needed for our prior workWe immediately attempted to return her call multiple times without success, and therefore at 7:42pm sent her the following text message (screenshot attached): "Hi Ms ***, I am sorry I have not been able to return your call but I am out of town and my cell phone barely has a signalI hope this text message reaches you, I am interested in doing the work for you but I won't be back in town until December If you would like you can text this number, I can't seem to be able to hear people when they call me."We received no further phone calls or text messages from Ms [redacted] until one bizzare call at 1:AM on December 14, that was obviously not answered, and received notification of this complaint a few hours later, with this first mention of repairsAs our warranty only covers our labor, dents and "creaking" from wear and tear that appear months later would not be covered, therefore this would not be a warranty issue for our previous work, but a new repair that would require a new contractMs [redacted] clearly understood this as she states that her "desired outcome" would be that she "would like to pay to have the current issues repaired and have more flooring installed"While we certainly apologize that we were unable to get in contact with Ms [redacted] to contract with her for this additional work and repair, it is this lack of a new agreement/contract made that makes her ineligible to file a complaint, as she was not a customer for this new work

Complaint: [redacted] I am rejecting this response because: I contacted him twice prior to 11/24/and left messages each timeHe did not call me back until I left a message stating I wanted more work completedI also informed him that my [redacted] was interested in having some flooring installed as wellAlthough my reason was to have more work completed, I was still going to address my concerns regarding the creaking and dents once he called backAlso, what reason did he have for not returning my other calls? I'm very curious about thatUnfortunately, I did not receive any calls or text messages from himHe states that he was experiencing phone issues so I am not sure if that was the causeEither way, my main issue is that I paid him an additional fee to have my floors leveled, and all the areas which required leveling were not leveled, but he was paid to do soThe crack and dents in certain areas is because it was not leveled, not because of wear and tearThe two areas that you did level have no creaking or dents whatsoeverHe physically showed me those areas and I could literally see the dents and why they would need levelingHe did not physically show me the other areas but I trusted him to do a thorough job with regard to the levelingThe areas where the dents and creaks are is where he did not level even though I paid him to do soMy [redacted] put down the exact same laminate from another company and also had her floors completely leveled prior to the floors being installed and she has had NO creaks or dents within a yearIt was the floors in her home that me decide to get the same exact flooringI was willing to pay him to take up the laminate and reinstall in the areas that he did not levelHowever, I was going to pay someone else to level the areas he missed because I wasn't sure he would do it right the second time around, save myself some money in case he missed or neglected to level another area, and save him some time and money since I wanted other areas done too and because he previously explained that he has to stay overnight in a hotel when he came to my house to do the work since he does not live in the areaA new contract to have the remaining areas of my home installed by you was the only new contract to be made, not the faulty work performed when it came to levelingAll I want is my floors to be done correctlyProper leveling and proper installationI am willing to recant or write a better review based on you fixing what was faulty to begin with but I cannot accept nothing being done to correct this issue Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I signed a contract agreeing to the terms and conditions for you to install the laminate flooring, not level the floorsThere is nowhere in the contract which states that leveling work is part of that contractWhen you asked me to remove the carpet as an option, you were going to include that in the work order so that it was made part of the original contract in writingAs such, I would have to abide by the conditions of the contract, including removal of the carpet since it is included in the contractHowever, you did not provide a written addendum or separate contract for the leveling--you just took my cashTherefore, I have no terms or conditions for the leveling other that you now verbally saying it was an addendum to the original contract because I'm having issues with creaks and dents as a result of your faulty leveling workLeveling is one of those things where it takes a certain amount of foot traffic to really see whether it is faulty or not, and because you did not have a separate contract or include a written addendum to the original contract, you have no basis for saying its four months later and I'm complaining, even though it started creaking after two weeksI cannot and will not make any assumptions as to what terms and conditions were in place for leveling work, as you did not indicate that this was an addendum to the original contract in writing, or provide a separate contract for the leveling work with the same terms and conditionsYou also have not provided any written proof that I agreed to the terms and conditions of the leveling work as an addendum to the original contractI was going to have another flooring company come out to level the areas you missed and although they are a flooring company, I would only be signing a contract with them for the levelingNow if they came back to install new laminate, they would provide me with a new written contract or written addendum to the original contractThis goes to show you that it is a separate issue and should have been made a separate written contract or at least been written up as an addendum to the original contract for me to sign under the same terms and conditions as the laminate installationI am respectfully requesting written proof of either the original contract or the written addendum signed by meAgain, I cannot and will not make any assumptions hereI was happy with the laminate installation and I told you that, but I am not happy or satisfied with the leveling work you performedSo when I agreed to do a new contract and pay you again to come back out and uninstall and reinstall in the faulty areas that were not leveled properly, it was because I already accepted the terms and conditions of the first laminate installation so I would have to pay you again to install and reinstall under a new contractBut the leveling is, and still is, faulty work done on your part So please attach proof and if you cannot furnish it, I hope this is a lesson learnedNow I am still willing to have more flooring installed on my home under the conditions that you uninstall the laminate in the faulty leveling areas and then reinstall the laminate after I hire someone else to level it out properlyI would be willing to pay for these services under a new contract, as well, as the rest of the areas in my homeHowever, it must be understood that I will have another company come out to level the areas before you install Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: No sir, nothing is being dragged outI am providing honest rebuttals to your allegationsYou did not fully complete what you were paid to do with regard to the levelingPeriodPlease tell me what warranty your warranty is regarding the leveling since it was paid and coordinated independently from the laminate installation contractPlease also attach your warranty, terms and conditions for the leveling work you performed, which was independent from our original agreement and paid separatelyI also want a copy of my signed agreement accepting the warranty, terms and conditions for the leveling workIf you can furnish adequate proof of this, this matter will be considered closedAnd please do not say it was a part of the laminate flooring agreement because it was discussed separately, paid separately, and not on our original agreement Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: No, your work was faulty with regard to the levelingConsidering I had carpeted floors and this was my first home, I was not aware of how laminate flooring should sound or feel other than what I felt and heard in my [redacted] 's home who had the same exact flooring installed on concrete floorsI too have concrete floors with the same flooring, yet my floor had creaks and dents so it is clear that you did not level my floors in all required areasThis is what I paid you to do on top of paying you to install the floors and clearly, it was not doneI had another company come out who clearly stated it was the levelingAll other areas which have been properly leveled have NO creaks or dents, including the two small areas you leveledThe creaks and dents actually occurred two weeks after installationMy [redacted] is the one who brought it to my attention during Thanksgiving when my [redacted] visited for the holidaysThat's when I reached out to youI also followed up with my [redacted] and another company to confirm there were issues with the levelingThe fact you said that leveling is faulty to a degree in even new homes sounds like a cop out and I will not accept that as I have visited many new homes during my home buying process and the flooring had no issues, whether it was laminate or hardwoodThey have been walked on many times by the builder and people who has too visited the properties in the home buying processPlease let me know how we can rectify this as it is clear you did not level all areas as you were paid to do, which resulted in the creaks and dents in certain areasAt least be willing to come hear and feel the creaks and dents and you will find fault with itThat I can guarantee Regards, [redacted] ***

Ms***, I am sorry you reject our response but the facts of the matter are clearWe finished the work we were contracted to do in August, including the leveling in some needed areasThe only areas that were leveled were the areas that were shown to youYou state that "He did not physically show me the other areas but I trusted him to do a thorough job with regard to the levelingThe areas where the dents and creaks are is where he did not level even though I paid him to do so." How would you know that the areas with the issues are the areas that were not leveled if you were not shown these areas? You inspected the subfloor once it was leveled, and you inspected the entire job once the laminate was installed over it, with you finding nothing "faulty" at the timeIf there were any areas that were un-leveled from poor workmanship, they would have been apparent at that point, not arise four months laterYour issues of dents and creaking are therefore not due to the prior installation, but to wear and tear of you living in the home for the last four months and the laminate settling over your subfloorThe fact that your [redacted] has the same floors but not the same issues has no bearing on this whatsoeverOnly certain areas of you floor were leveled, not the entire thingNo home, not even brand new construction homes have a completely level subfloor, however not every imperfection requires levelingLaminate is a floating floor, it is not glued down to your subflooring, therefore some degree of movement is expectedIf you had wanted additional leveling or work done, a repair of this, as it is not a warranty issue, would require a new contract and work order, which you stated that you were willing to do but were unable to set upAs far as the communication issues, the phone call and message on 11/was the first we received from you since AugustAs stated in the text message sent to you, our phone service was extremely limited so this may have been the causeWe are very sorry that we were unable to communicate with you, however you had a variety of other methods including [redacted] , email, or through our website if you needed to reach usOur warranty specifically states, even though it did not apply in this case, that claims are to be made in writingAgain, because we were not able to set up a new contract and work order for this additional work, Ms [redacted] cannot be considered a "customer" for Revdex.com complaint purposes

Ms [redacted] , we apologize that hours was too long for you to not hear from us that you felt it necessary to file a complaint with the Revdex.comWe return all calls/texts in the order they are received, which can sometimes lead to a delayOur owner, Christopher Soska returned to your home on 5/5/to inspect the areas you felt were not levelMrSoska quickly discovered that the reason you could "feel the air coming out of" the laminate was because your laminate had swelled and peaked due to the high humidity levels in the lower level of your homeIn fact, it was so high in some places, most noticeably by your bar, it was not even touching the subfloorThis clearly had nothing to do with the dips in your subfloor that had been filled in and leveled out as per your contractYour home has a unique feature where the lower level is partially below the ground level, similar to a basement, leading to very high levels of humidityLaminate flooring is a product that expands and contracts relative to the humidity and temperature of the home, which is why during the installation process, gaps are left around the perimeter of the areas and then covered with quarter round or baseboardsDuring the initial installation, you were advised to purchase a piece of flexible quarter round to go around the bottom of your curved bar, so that the laminate would have space to expandYou decided against this as those pieces of quarter round were approximately $each and you did not wish to purchase themYou asked us to install the laminate as close as possible to the bar, leaving no gap, and we compliedBecause this was your choice, and the humidity in your home is not something our company can control, repairs like this would not be covered by any sort of warranty by our companyHowever as a courtesy, and to ensure your satisfaction as a customerMrSoska was willing to cut back the laminate around the bar area at no charge, and asked you to purchase the flexible quarter round to cover the spaceYou were also advised to immediately purchase and run a dehumidifier in your lower level, before any further areas buckleOn 5/9/16, MrSoska returned to your home and cut back the laminate, however you still had not purchased the flexible quarter round nor a dehumidifierMrSoska has told you he is willing to come back once again, as another courtesy, and install the flexible quarter round should you choose to purchase itAs a company, it is our responsibility to correctly install your flooring, which we have doneAs a customer, it is your responsibility to maintain it properlyAfter the flexible quarter round is installed, should you have any more issues due to swelling from humidity, repairs will no longer be done free of chargeWe hope you are willing and able to properly care for your floors and that you are able to enjoy them for many years to comeThank you for your business

Mr*** hired Soska Flooring & Design, LLClast year to install laminate flooring in his homePleased with both our pricing and quality of work, he again hired us in January to install tile in his two bathroomsIn over five months of contact with Mr***, the thing that is immediately
apparent in this complaint is that it was not written by himWhomever wrote it on his behalf was clearly not accurately apprised of the facts of the situationFortunately for us, the facts are documented in numerous texts and emails to and from Mr*** over the last four months, and are detailed herein. First and foremost, Soska Flooring & Design, LLCis both a fully licensed and insured limited liability company operating in the state of Florida, that has extensive experience in installing all types of flooring, examples of which can be seen on our website and Facebook pageOur documentation is shown to customers prior to every job, and was shown to Mr*** before his laminate installation last yearThe information is still correct and current. Mr***’s contract, emailed to him on December 3, 2016, gave a price of $for the work to be done in both bathrooms No where in the contract did it state the prices for each bathroom separately and no where in the contract or in any verbal/written conversations was Mr*** ever told that ***, a sub-contractor with his own company that Soska Flooring occasionally works with on large tile jobs, would be completing the job by himselfOur owner, Christopher Soska, is present on every job done by our company to ensure the quality of work doneThe contract did not state a specific completion date, but Mr*** was given an initial estimate of days per roomThe contract also specifically listed the amounts of each tile that was needed to complete the job, the numbers of which do not match what Mr*** has listed in his complaint. Work in the first bathroom began on January 11, Due to the unforeseen issue that Mr***’s home had metal studs framing the shower, the installation was not completed until January 15, At no time was MrSoska ever advised by *** or anyone else of any alleged errors in his workMr*** and his family lived in the home and saw the bathroom daily for the days of installation, with no complaints or issues mentionedOn January 20, 2017, Mr*** sent MrSoska text message photos of some areas where grout was missing in the corners and outlet covers that needed to be put back onThis was the first time Mr*** notified MrSoska that he had any issuesOn January 22, 2017, MrSoska returned and corrected these small issuesMrSoska did request that Mr*** pay for the completed bathroom, as he was going out of town for two weeksAfter thoroughly reviewing the corrections made by MrSoska, Mr*** agreed and made a partial payment of $Work on the remaining bathroom , with a balance to be due of $was scheduled to start on February 6, 2017. On February 3, 2017, Mr*** contacted us again, stating that he was unhappy with the tile in the first bathroomWhen asked to elaborate on the issues, he was unable to, merely stating that he wanted a refund of $We were unable to do so, as the first bathroom had already been completed, inspected, and paid forWe were informed he would be breaching his contract by not allowing us to complete the second bathroom and by hiring ***’s company to do the second bathroom on his ownOn March 14, 2017, Mr*** texted MrSoska that the bathtub in the first bathroom had leaked in the drain, and that he now wanted us to give him $2,He asked us to confirm the leaking with ***When we did we found out that the leak happened a week prior and that *** repaired the leak and would be replacing the damaged laminate flooring (about square feet) at no chargeHe also stated that it was unclear what caused the drain to start leaking nearly two months after the installation was completed because as part of the final walkthrough, the tub was tested and shown to Mr*** to not leak. Although Mr*** did not follow the provisions of FL Statute by not informing and allowing our company to repair the damage, thereby giving up any claim for damages against us, and although the liability for the leak in the first place was unclear, we did offer multiple times to pay Mr*** for the laminate flooring that needed to be replaced (about $289) This is the only monetary loss Mr*** has suffered, as all of the labor for the repair was done at no chargeMr*** has refused our offer and is now demanding that we pay him for all of the labor and materials for both of his bathrooms, essentially giving him two free complete bathroom remodelsWe are unwilling and unable to agree to his ridiculous offerMr*** has at this point hired, inspected, and paid Soska Flooring for two separate jobs now (the laminate and the first bathroom)Mr*** had both an insurance adjustor and his attorney look at the bathroom that was completed, and neither could find any fault on the workmanship, leaving him no other option but to smear us on the Revdex.comMr*** has made it clear that he is not interested in our more than generous offer to pay for the only damages he has incurred, again without a definite finding to fault, and with his own actions relieving our liability regardless of faultAs such, we have no option but to consider this matter closedIf Mr*** has any issues with the work done/not completed by *** for the second bathroom, he will need to take that up directly with ***, as he breached his contract with our company and we had nothing to do with that bathroom

Mr*** may have misunderstood our last reply in regards to "in writing"We consider the emails and text messages to and from Mr*** to be "in writing", which confirm everything we stated in our first responseMrSoska requested Mr*** send him receipts for the damaged 150sf of laminate flooring (the only loss Mr*** suffered) via text on March 13, Instead, Mr*** sent receipts for everything he had to buy for the entire tile installation of both bathrooms, demanding that we pay for everything and give back the money for the labor of the first shower installation, and pay someone else to install the second shower, essentially giving him two free bathroom remodelsWe remain unwilling and unable to meet Mr***'s ridiculous demandsWe tried to work things out with Mr***, and apologize for the inconvenience he has experienced, but he had made it very clear he is not interested in our offer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Soska never offer any refund .... there is nothing in writing, period. I have ALL texts, receipts, photos. He is lying about me and my family.I have text where I DID notify him of the problem and he did not respond. He did not provide insurance information. He will continue to do this to other people.He is lying.
Regards,
*** ***

Ms***, your laminate flooring was delivered on 3/28/16, as per your signed drop off sheetYour flooring installation did not begin until 4/4/Nothing is or has been owed to you by our company since your installation was completed, inspected by you, and paid in full forMrSoska has already made one trip back as a courtesy to repair the damage to your floors that you are responsible for and he was willing to make another as you still did not have the necessary materialsHowever, since you still continue to refuse to purchase the materials and you do not wish him to "do anything around [your] home", he can absolutely withdraw that offerWe have tried to remain as courteous as possible with you during this entire ordeal of you filing a complaint without giving us at least a full day to respond, but we will not allow you to abuse or take advantage of our company or its peopleOur position in this matter will not change and neither will our answerFor your convenience I have copied at again below. "Ms***, your floors were delivered well in advance of the 24-hours required for laminate to acclimate prior to the installationYou did not have issues until weeks after the installation was completed, in which time the temperature and humidity of Jacksonville has increased significantlyYou did not keep the levels in your home constant, and your floors have buckled along the bar where you were advised to use the flexible quarter roundWe did attempt to use traditional quarter round at first and it did snap, because it is not designed to be bentYou did not wish to purchase the $flexible quarter round at the time of the installation and again, you asked us to cut the laminate close to the barThis was your choice and the fact that the laminate has now buckled there is your responsibilityMrSoska has already returned and cut it back, allowing your floor to flattenHe did this at no charge as a courtesy to you, despite your accusations of poor workmanship and general rude behavior/attitudeAt the time of the repair, you still had not purchased the flexible quarter round nor the dehumidifier to prevent further bucklingYou need to purchase the flexible quarter round and a dehumidifier ASAPYou have been told this multiple times and so far you have not done soMrSoska will return one last time after you purchase the flexible quarter round to install it at his convenience, and as a courtesy to you, not because he "needs to"No further work will be done for your by our company, as our contract and commitment to you was fulfilled over weeks ago when the installation was completed, inspected by you, and paid in full for"

Ms. [redacted], We are sorry to hear that you are not satisfied with your interaction with our company, as customer satisfaction is our priority, however you have misrepresented the facts with your job. You hired us to install your laminate floors in April 2015. You asked us to install...

the laminate and for whatever reason use two different kinds of underlayment underneath it. One was our Sound Blok underlayment which is a high quality thick padding, and the other was a much cheaper and much thinner foam one. These two underlayments met in the hallway. When the job was completed, you inspected the work and paid us in full. Our contract specifically says that payments are not to be made until the job is complete and the customer is completely satisfied with the work. Again, the job was completed and the contract fulfilled and you were satisfied with the work, which  is why you paid us. Shortly after the job was completed, you contacted us saying that you could feel the difference in the underlayment in the hallway when you walked on it. This was due to the fact that you chose to use two paddings of different thickness. You asked us to return and replace the Sound Blok padding in the hallway with the cheaper and thinner version you bought. Our owner, Mr. Soska explained to you that the only way to do this would be to cut the laminate between the living room and the hallway to access it and to use a transition piece there since the locking tabs on the laminate would have to be cut. You agreed to this and Mr. Soska returned to do the work. In an effort to ensure your satisfaction, you were not charged for this work at all, even though it was not a warranty issue, it was due to your choices with the underlayment. A few days after that, you contacted us again, complaining that the floors in the hallway were now "bouncy". This is caused by two reasons, both of which were chosen by you. First, laminate flooring is a product that contracts and expands. This is why when it is installed you must leave gaps at the walls, which gets covered by quarter round or baseboards. Because the laminate in the hallway was first installed with two underlayments of different thicknesses, the laminate settled to the high thickness of the one and the lower thickness of the other. When the thick underlayment was replaced with the thinner one, the laminate had already settled to the thicker one, leaving a small gap underneath. Because laminate is a floating floor where every row clicks together, small differences underneath like unevenness in your subfloor are usually not that noticeable because the rest of the connecting boards will hold it down over the entire area. However, because you had us place a transition piece in the hallway and disrupt this "clicking" process, there is not enough remaining laminate in the hallway to hold it down over these gaps. Our other installer explained all of this to you when he returned to your home. In your last message to Mr. Soska, he asked you what the problem was with the floors now, since the reasons for your previous issues had already been explained. You never responded. At this point, there are three options to fix your floors, none of which are covered by our warranty since again, the issues were due to your choices regarding the underlayment and transition pieces. First, you could do nothing and wait to see if the laminate in the hallway will settle down to the level of the thinner underlayment. This could take several months. Second, the thin underlayment could be replaced back with the thicker one. This should resolve the "bouncing" but you would still feel the difference as you did before. Finally, you could rip up the flooring starting right before the transition piece to where the locking tabs are intact and reinstall everything after that with the same type of underlayment. As you can see, our company has done everything we were contracted to do and even beyond that with your first courtesy repair, even after you had approved and paid for the work when it was completed. At this point it seems that no matter what we do or say, you will not be satisfied. As unfortunate as this is, it is a part of business. Because of this, we will not be able to make a new contract with you for the repairs, but we can recommend someone to you should you wish. We sincerely wish you the best of luck with your floors and whatever choice you make regarding them.

Complaint: [redacted]
I am rejecting this response because: No, your work was faulty with regard to the leveling. Considering I had carpeted floors and this was my first home, I was not aware of how laminate flooring should sound or feel other than what I felt and heard in my [redacted]'s home who had the same exact flooring installed on concrete floors. I too have concrete floors with the same flooring, yet my floor had creaks  and dents so it is clear that you did not level my floors in all required areas. This is what I paid you to do on top of paying you to install the floors and clearly, it was not done.. I had another company come out who clearly stated it was the leveling. All other areas which have been properly leveled have NO creaks or dents, including the two small areas you leveled. The creaks and dents actually occurred two weeks after installation. My [redacted] is the one who brought it to my attention during Thanksgiving when my [redacted] visited for the holidays. That's when I reached out to you. I also followed up with my [redacted] and another company to confirm there were issues with the leveling. The fact you said that leveling is faulty to a degree  in even new homes sounds like a cop out and I will not accept that as I have visited many new homes during my home buying process and the flooring had no issues, whether it was laminate or hardwood. They have been walked on many times by the builder and people who has too visited the properties in the home buying process. Please let me know how we can rectify this as it is clear you did not level all areas as you were paid to do, which resulted in the creaks and dents in certain areas. At least be willing to come hear and feel the creaks and dents and you will find fault with it. That I can guarantee. 
Regards,
[redacted]

Ms. [redacted], I am sorry you reject our response but the facts of the matter are clear. We finished the work we were contracted to do in August, including the leveling in some needed areas. The only areas that were leveled were the areas that were shown to you. You state that "He did not physically show me the other areas but I trusted him to do a thorough job with regard to the leveling. The areas where the dents and creaks are is where he did not level even though I paid him to do so." How would you know that the areas with the issues are the areas that were not leveled if you were not shown these areas? You inspected the subfloor once it was leveled, and you inspected the entire job once the laminate was installed over it, with you finding nothing "faulty" at the time. If there were any areas that were un-leveled from poor workmanship, they would have been apparent at that point, not arise four months later. Your issues of dents and creaking are therefore not due to the prior installation, but to normal wear and tear of you living in the home for the last four months and the laminate settling over your subfloor. The fact that your [redacted] has the same floors but not the same issues has no bearing on this whatsoever. Only certain areas of you floor were leveled, not the entire thing. No home, not even brand new construction homes have a completely level subfloor, however not every imperfection requires leveling. Laminate is a floating floor, it is not glued down to your subflooring, therefore some degree of movement is expected. If you had wanted additional leveling or work done, a repair of this, as it is not a warranty issue, would require a new contract and work order, which you stated that you were willing to do but were unable to set up. As far as the communication issues, the phone call and message on 11/24 was the first we received from you since August. As stated in the text message sent to you, our phone service was extremely limited so this may have been the cause. We are very sorry that we were unable to communicate with you, however you had a variety of other methods including [redacted], email, or through our website if you needed to reach us. Our warranty specifically states, even though it did not apply in this case, that claims are to be made in writing. Again, because we were not able to set up a new contract and work order for this additional work, Ms. [redacted] cannot be considered a "customer" for Revdex.com complaint purposes.

We installed laminate flooring in August 2015 for Ms. [redacted]. Once the job was completed and the contract fulfilled, she was so pleased with the work that she was kind enough to write us a positive review with the Revdex.com ([redacted]). While we were on vacation on November 24, 2015 at 7:18pm, we missed a...

phone call from her but she left a message stating that she wanted to have us install laminate flooring in the remaining three bedrooms of her home and tile her foyer and two bathrooms. She also mentioned that her [redacted] was interested in having some tile and laminate work done as well. There was no mention of any repairs needed for our prior work. We immediately attempted to return her call multiple times without success, and therefore at 7:42pm sent her the following text message (screenshot attached): "Hi Ms [redacted], I am sorry I have not been able to return your call but I am out of town and my cell phone barely has a signal. I hope this text message reaches you, I am interested in doing the work for you but I won't be back in town until December 7. If you would like you can text this number, I can't seem to be able to hear people when they call me.". We received no further phone calls or text messages from Ms. [redacted] until one bizzare call at 1:26 AM on December 14, that was obviously not answered, and received notification of this complaint a few hours later, with this first mention of repairs. As our warranty only covers our labor, dents and "creaking" from normal wear and tear that appear 4 months later would not be covered, therefore this would not be a warranty issue for our previous work, but a new repair that would require a new contract. Ms. [redacted] clearly understood this as she states that her "desired outcome" would be that she "would like to pay to have the current issues repaired and have more flooring installed". While we certainly apologize that we were unable to get in contact with Ms. [redacted] to contract with her for this additional work and repair, it is this lack of a new agreement/contract made that makes her ineligible to file a complaint, as she was not a customer for this new work.

Complaint: [redacted]
I am rejecting this response because: I contacted him twice prior to 11/24/2015 and left messages each time. He did not call me back until I left a message stating I wanted more work completed. I also informed him that my [redacted] was interested in having some flooring installed as well. Although my reason was to have more work completed, I was still going to address my concerns regarding the creaking and dents once he called back. Also, what reason did he have for not returning my other calls? I'm  very curious about that. Unfortunately, I did not receive any calls or text messages from him. He states that he was experiencing phone issues so I am not sure if that was the cause. Either way, my main issue is that I paid him an additional fee to have my floors leveled, and  all the areas which required leveling were not leveled, but he was paid to do so. The crack and dents in certain areas is because it was not leveled, not because of normal wear and tear. The two areas that you did level have no creaking or dents whatsoever. He physically showed me those areas and I could literally see the dents and why they would need leveling. He did not physically show me the other areas but I trusted him to do a thorough job with regard to the leveling. The areas where the dents and creaks are is where he did not level even though I paid him to do so. My [redacted] put down the exact same laminate from another company and also had her floors completely leveled prior to the floors being installed and she has had NO creaks or dents within a year. It was the  floors in her home that me decide to get the same exact flooring. I was willing to pay him to take up the laminate and reinstall in the areas that he  did not level. However, I was going to pay someone else  to level the areas he missed because I wasn't sure he would do it right the second time around, save myself some money in case he missed or neglected to level another area, and save him some time and money  since I wanted other areas done too and because he previously  explained that he has to stay overnight in a hotel when he came to my house to do the work since  he does not live in the area. A new contract to have the remaining areas of my home installed by you was the only new contract to be made, not the faulty work performed when it came to leveling. All I want is my floors to be done correctly. Proper leveling and proper installation. I am willing to recant or write a better review based on you fixing what was faulty to begin with but I cannot accept nothing being done to correct this issue. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I am done going back and forth. When I am able to purchase materials to finish the flooring I will contact Mr. Soska, then the issue will be resolved. This business is full of lies.  I called 4 days before contacting Revdex.com. My floors were installed 3 weeks before there was an issue not 5. I am not abusing anyone, I am stating facts, while this company continues to lie to cover itself. You stand firm and so do I.
Regards,
[redacted]

Ms. [redacted], we apologize that 24 hours was too long for you to not hear from us that you felt it necessary to file a complaint with the Revdex.com. We return all calls/texts in the order they are received, which can sometimes lead to a delay. Our owner, Christopher Soska returned to your home on 5/5/16 to...

inspect the areas you felt were not level. Mr. Soska quickly discovered that the reason you could "feel the air coming out of" the laminate was because your laminate had swelled and peaked due to the high humidity levels in the lower level of your home. In fact, it was so high in some places, most noticeably by your bar, it was not even touching the subfloor. This clearly had nothing to do with the dips in your subfloor that had been filled in and leveled out as per your contract. Your home has a unique feature where the lower level is partially below the ground level, similar to a basement, leading to very high levels of humidity. Laminate flooring is a product that expands and contracts relative to the humidity and temperature of the home, which is why during the installation process, gaps are left around the perimeter of the areas and then covered with quarter round or baseboards. During the initial installation, you were advised to purchase a piece of flexible quarter round to go around the bottom of your curved bar, so that the laminate would have space to expand. You decided against this as those pieces of quarter round were approximately $50 each and you did not wish to purchase them. You asked us to install the laminate as close as possible to the bar, leaving no gap, and we complied. Because this was your choice, and the humidity in your home is not something our company can control, repairs like this would not be covered by any sort of warranty by our company. However as a courtesy, and to ensure your satisfaction as a customer. Mr. Soska was willing to cut back the laminate around the bar area at no charge, and asked you to purchase the flexible quarter round to cover the space. You were also advised to immediately purchase and run a dehumidifier in your lower level, before any further areas buckle. On 5/9/16, Mr. Soska returned to your home and cut back the laminate, however you still had not purchased the flexible quarter round nor a dehumidifier. Mr. Soska has told you he is willing to come back once again, as another courtesy, and install the flexible quarter round should you choose to purchase it. As a company, it is our responsibility to correctly install your flooring, which we have done. As a customer, it is your responsibility to maintain it properly. After the flexible quarter round is installed, should you have any more issues due to swelling from humidity, repairs will no longer be done free of charge. We hope you are willing and able to properly care for your floors and that you are able to enjoy them for many years to come. Thank you for your business.

Complaint: [redacted]
I am rejecting this response because: No sir, nothing is being dragged out. I am providing honest  rebuttals  to your allegations. You did not fully complete what you were paid to do with regard to the leveling. Period. Please tell me what warranty your warranty is  regarding the leveling since it was paid and coordinated independently from the laminate installation contract. Please also attach your warranty, terms and conditions for the leveling work  you performed, which was independent from our original agreement and paid separately. I also want a copy of my signed agreement accepting the warranty, terms and conditions for the leveling work. If you can furnish adequate proof of this, this matter will be considered closed. And please do not say it was a part of the laminate flooring agreement because it was discussed separately, paid separately, and not on our original agreement.  Regards,
[redacted]

Ms. [redacted], the only one making allegations is you. We have consistently repeated the facts of the matter and because they are inconvenient for you, you are trying to  split hairs and distort them. If we did not complete the leveling work, you would not have paid us for it, as no payments were made or required to be made until the leveling was completed. If you were not satisfied with all aspects of the work, you would not have signed the Satisfaction Affidavit indicating you had thoroughly inspected the job and were satisfied with the work in August once the entire job was done, as the laminate had to be installed OVER the leveling, nor would you have written a positive review with the Revdex.com. Our warranty for the leveling is the same as our warranty for all of our other labor, that is why it is called a "Labor Warranty". This is the same warranty that was provided to you and was and is posted on our website. If you did not agree with the terms of our warranty, you should not have hired us. You know full well that the leveling work was not written on the original contract you signed in July. That contract specified carpet removal and laminate installation. It was not discovered that your subfloor needed leveling until the carpet removal was completed and the subfloor was able to be seen. Once it was discovered, you verbally agreed and contracted us to do the leveling work, that's why it was done. It was an addendum to the original contract and was subject to the same terms, conditions, and warranty. You waited four months after discovering these alleged issues before notifying us, which voids our warranty even if if was due to our labor.  We offered to quote you a price and write a new contract on any issues/additional work you wanted done, exactly what you requested in this complaint originally, but it appears you are no longer interested in that. As no agreement or contract was made regarding any additional work, and again it would not be covered by our warranty, we have no further obligation to you, therefore no further communication between you and our company is necessary. We consider this matter closed and have provided enough information to the Revdex.com for them to do the same.