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]
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.
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.
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 floors. There is nowhere in the contract which states that leveling work is part of that contract. When 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 writing. As such, I would have to abide by the conditions of the contract, including removal of the carpet since it is included in the contract. However, you did not provide a written addendum or separate contract for the leveling--you just took my cash. Therefore, 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 work. Leveling 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 weeks. I 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 conditions. You 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 contract. I 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 leveling. Now if they came back to install new laminate, they would provide me with a new written contract or written addendum to the original contract. This 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 installation. I am respectfully requesting written proof of either the original contract or the written addendum signed by me. Again, I cannot and will not make any assumptions here. I was happy with the laminate installation and I told you that, but I am not happy or satisfied with the leveling work you performed. So 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 contract. But 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 learned. Now 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 properly. I would be willing to pay for these services under a new contract, as well, as the rest of the areas in my home. However, it must be understood that I will have another company come out to level the areas before you install.
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, 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]
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.
Mr. [redacted], We sincerely apologize for the inconvenience you have received regarding your repair. As your repair was done as a courtesy, and was not a warranty issue, there were other jobs scheduled that needed to be completed first. However, your appointment should not have been missed. Mr....
Soska was out of town longer than expected and his infant son became very, very sick upon his return. When we did not hear from you regarding the flooring and the missed appointment, we assumed that it had resolved itself, as Mr. Soska had said it might. Someone should have followed up with you as Mr. Soska was focused on caring for his son, and again we apologize. Mr. Soska has tried to contact you yesterday afternoon (4/27) and this morning (4/28) in order to set a date for one of our installers to return but has not received a reply back. We appreciate your business and are very pleased to hear that you are happy with the rest of your floors. We will return and complete this small repair so that you are completely satisfied, as this is our goal with all of our customers. Please contact Mr. Soska back at your earliest convenience to set this up. Thank you.
[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]
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]
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.
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.
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 floors. There is nowhere in the contract which states that leveling work is part of that contract. When 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 writing. As such, I would have to abide by the conditions of the contract, including removal of the carpet since it is included in the contract. However, you did not provide a written addendum or separate contract for the leveling--you just took my cash. Therefore, 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 work. Leveling 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 weeks. I 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 conditions. You 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 contract. I 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 leveling. Now if they came back to install new laminate, they would provide me with a new written contract or written addendum to the original contract. This 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 installation. I am respectfully requesting written proof of either the original contract or the written addendum signed by me. Again, I cannot and will not make any assumptions here. I was happy with the laminate installation and I told you that, but I am not happy or satisfied with the leveling work you performed. So 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 contract. But 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 learned. Now 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 properly. I would be willing to pay for these services under a new contract, as well, as the rest of the areas in my home. However, it must be understood that I will have another company come out to level the areas before you install.
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, 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]
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.
Mr. [redacted], We sincerely apologize for the inconvenience you have received regarding your repair. As your repair was done as a courtesy, and was not a warranty issue, there were other jobs scheduled that needed to be completed first. However, your appointment should not have been missed. Mr....
Soska was out of town longer than expected and his infant son became very, very sick upon his return. When we did not hear from you regarding the flooring and the missed appointment, we assumed that it had resolved itself, as Mr. Soska had said it might. Someone should have followed up with you as Mr. Soska was focused on caring for his son, and again we apologize. Mr. Soska has tried to contact you yesterday afternoon (4/27) and this morning (4/28) in order to set a date for one of our installers to return but has not received a reply back. We appreciate your business and are very pleased to hear that you are happy with the rest of your floors. We will return and complete this small repair so that you are completely satisfied, as this is our goal with all of our customers. Please contact Mr. Soska back at your earliest convenience to set this up. Thank you.
[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]