Suarez Tile

Hello,We have sent our customer an email and will contact them on May 3rd to set a time to make the needed repairs.We will update you once the repairs are completeThanks,***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Please call and set up an appointment to refinish the floor I appreciate your generous offer

Once again, RiverCity Flooring regrets this cus***er's dissatisfaction with the situationThe cus***er was refunded ALL of their money, including the money, material and labor, for the material that had already been installed, less the material cost for the items that she chose to keep RiverCity absorbed the expense of a delivery company to transport the "stock" materials from the cus***ers house to RiverCity.The cus***er came to RiverCity and signed a separate invoice detailing the items that she wished to purchase from RiverCityThe materials that the cus***er chose to keep are "special order" itemsThey are not returnable to the manufacturer and, therefore, are not returnable to RiverCityThe signed invoice is available for inspection

RiverCity measured for and provided a detailed itemized estimate to the homeowner to install hardwood and stair treads in her homeThe homeowner elected to perform some of the floor preparation herself The job was agreed too, signatures and deposit received and scheduled As with any
small business contractor, RiverCity allows a certain amount of time to perform a job based on experience, the scope of the job and what the homeowner has agreed to do themselves In this case, the homeowner had not performed the agreed upon tasks The job could not move forward without this being doneWhen the homeowner was advised by the Installation Manager of this, it was the homeowner who became aggressive in attitude up to and including using foul language to the RiverCity installation crew and Installation Manager RiverCity's Installation Manager was not unprofessional in any way, but did make it clear that the time frame of the job might change if the prep work was not completeRiverCity's installation crew then chipped in to try to move the project along The homeowner was not billed for this additional workThe homeowner also left the General Manager a voice mail in which profanity was usedAudio recording is available upon requestAt RiverCity, we speak to our cus***ers in a professional manner, even when unexpected issues ariseWe do not expect installers, sales staff or managers to endure aggressive behavior or foul language from anyone The homeowner created such an adversarial culture on the job that the installers (sub-contractors) did refuse to go back Of course, that meant that they sacrificed all income associated with that job as well The General Manager then advised the homeowner that, since we did not have an installer who was willing to endure his behavior, all monies would be refunded There would be no charge for any of the labor that had been performed or the material that had been installedThe homeowner then inquired about keeping some of the additional materials that were yet to be installed, saying that he would install or hire another professional installerThis included transitions for the hardwood and special order stair treadsA new invoice was written to reflect a cash and carry sale The homeowner came into RiverCity, signed the invoice and received a check for the difference of the original invoice and the material that was purchasedAll materials that were on the jobsite that the homeowner did not want to keep were picked up at the cus***er's homeWith regard to the stair treads, RiverCity's supplier only sells maple stair treads in one depth RiverCity's installers routinely alter stair treads to fit any given situation and were prepared to do the same for this homeowner The stair treads had been at the cus***ers home from the beginning of the jobThe homeowner was fully aware of what he was ordering It is clearly ***ed in RiverCity's showroom, where the cus***er came to sign her order, that special order items are not returnable. The homeowner was sent a diagram by RiverCity of how their new professional installer could take inch off of the back of the tread to achieve the desired result Each tread would have taken approxminutes to alter A series of texts was exchanged between the homeowner's husband and the General Manager at RiverCity Included in his comments were "I will see to it that you pay for your mistake" and "You all must be Democrats"Also, in an email to the owner of RiverCity, the he stated "So watch out Mr***..."In view of the inflammatory threats made by the homeowners husband, RiverCity has turned the matter over to an attorney The homeowner has been asked to further any communication about the matter to legal counsel.We deeply regret the homeowners dissatisfaction, but recognize that we are not the flooring contractor that is most suitable for her That being said, the homeowner made an informed decision about what to order from our company It is not our responsibility to look into the future, read the cus***er's mind and determine their satisfaction with their own decision

[redacted]Firstly, I want to apologize for being slow to respond to your calls during the month of June.  We have been overwhelmed with business and I was out of town on three different occasions. I should have assigned one of my salespeople to this because of the lack of time in my...

schedule.  Secondly I didn't realize that you were under the impression that your floors were reacting to the work that we done almost 60 day before.  We would happy to repair and resand your floors at our cost to get your kitchen back to normal.  I do want you to understand a few points about hardwood that I apparently did not take the time to explain.  Hardwood flooring will cup, expand, raise within 24 to 48 hours when water has made contact with hardwood floors.  When your dishwasher leaked the results were visible almost immateriality. (See Photos Attached)  In order to repair the damaged hardwood from the dishwasher leak , we replaced the affected area with new wood the sanded down the whole kitchen and you were satisfied and paid your bill.  I do want to make note that the original kitchen was install by us almost 5 yrs before the dishwasher leak and the flooring preformed as expected by both parties.  Now we have the same problems cupping, expanding and raising up at the opposite side if the kitchen. It is the exact same results from the dishwasher leak.  I did stop by to see the problem and I did not find any moisture because I was there several week after the floors had taken this new shape. My findings were that water has penetrated the flooring from an unknown source and has caused the hardwood to react. There is nothing we could have done to make your floors cup, expand and rise almost 60 days after preforming the first repair.  I do have 3 speculations that could have caused this to occur.  The icemaker could have leaked when your handyman reconnected the tubing, the condensation line to you air condition could have leaked which is on the opposite wall or during the terential rains that we had during good Friday could have found it way into your home.  Our crew's workmanship did not cause your flooring to react exactly like the dishwasher leak almost 60 days later in a different section of your kitchen. . We have been installing and refinishing hardwood flooring for 18 years and average close to 40 jobs per month and I have seen 100's of water damage floors and this is another water damage floor.  I cannot take responsibility for this event but will be willing to fix the problem at our cost of $950.00.Regards[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 What Mr. [redacted] says here is no resolution. Everything he has said is false. First of all I have proposals and invoices that state the obligations of river city flooring , There are subcontracting installers, and the homeowner. Nowhere in there does it state that the homeowner is obligated to do any of the labor. In the kitchen area where the hardwood was it states that the installers would remove hardwood flooring and underlayment. I told the general manager [redacted] in a discussion of the situation  that I did not want to remove the Louan as it was a problem under cabinets and very time-consuming to remove because of all the staples and possibly glue down. So in our discussion I am mention sanding the Louan and ramping it back  and adding some filler. That was pretty much agreed on but I did not say that I would do it because they were not going to be removing the Louan at that expense which is a great deal. Mr. [redacted]  failed to remove the removal of the Louan material from the proposal and the invoice as he knew that wasn't going to be done. I told Mr. [redacted] that I would do what I could ahead of the installers to give them a Headstart and to save me some money on what they were going to charge for the areas of tair out of existing flooring etc. I also told him that I would remove all plumbing fixtures it did state in the proposal that I or plumber was to remove dishwasher and the installers would remove bathroom fixtures etc.  I did tell Mr. [redacted] that I would be the plumber and the stove remover and the island remover and the planning desk remover, but none of this was written in the proposal or invoice I was doing it because I wanted to save  what I could and my knowledge is vast.  When [redacted] and crew were delivering the materials I met them in the drive and ask questions about what was being delivered and how much. I was told 71 boxes which was incorrect according to the proposals  of 66 boxes and actually it was supposed to be 52 boxes as we had decided to wait on doing our master bedroom which was 14 boxes and was supposed to have been taken out of the delivery but that was not conveyed by someone. So I told [redacted] to take it  back and any other extra boxes. He said they would rather have the extra five that were sent at least in case of shortage. Mr. [redacted] failed to inform everyone that the manufacturer head cut back on the size of the boxes from 22 point something to 21.71 I believe it is  Square foot for box and so the five boxes were to make up the difference to total the square footage needed for the job. Mr. [redacted]s at that time seem to have some difficulty with me and I am not at fault there,  this is where I detected a bit more of his uppity attitude and how great he was. So I began to ask some questions about experience and long Jevity and what Mr. [redacted] and Mr. [redacted] had learned and  knowledge and abilities. And I expressed my knowledge and experience having been a bricklayer and a licensed plumber and a bit knowledgeable about a lot of construction.  I truly believe that they had issue and maybe were a little flipped out that they were going to be working for someone of my knowledge and ability. So on day one they remove the carpet pad and tack strip from the family room only and the hardwood floor from the kitchen where they tore up my trim. And a very unprofessional aggressive way. And I did let [redacted] know about that that afternoon. They left at 3 PM and they could have continued working until their cut off time by working on sanding the Louan and  doing their filler at the edge of the Louan and probably lay some hardwood but they left at 3 PM. At that time I took about an hour to clean up after them and then did my personal stuff and came back and worked on sanding the Louan however  i've already stated what I did. The next day as I said I did everything I could to go ahead and do something else for them. But the installers called in the installation manager unbeknownst to me, unannounced to me,  he shows up at my house and I didn't know who he was or what his purpose was. He then walked in my house and got all over me because the Louan hadn't been sanded in preparation for the install asked me why it wasn't ready and there it was supposed to be ready otherwise I'm holding them up and they got another job to go to on Monday . I did not tell him at that time that my wife and I had already removed all the tile and grout from the foyer and all the carpet and pad from the treads on the stairs and this put them far ahead.  So I don't know why he would come into my house and jump on me about something else that wasn't even my responsibility as neither of the other thing that I had done or my responsibility but as I said I wanted to save some time and money. When I asked him who he was and why he was jumping on me said you're supposed to do this and I said it  not my responsibility it was the installers and they were perfectly welcome to go ahead and take well care of it while I was gone trying to satisfy the situation. Mr. [redacted] had no business coming in my  and getting on me about anything that was not my responsibility at all. And I don't know where Mr. [redacted] gets off coming up with this. I tried to talk with [redacted] and yes I was extremely upset after Mr. [redacted] and [redacted] left at 11 o'clock on Wednesday morning  and nothing else was done by the installers the rest of the day. And it was me who decided to check the floor which they should have done and should be done on every job they do to find out what kind of floor they're laying on to find hills and valleys and level and square. There were no profanities  used by me in the presence the day that Mr. [redacted] was there. I may have been condescending and belittling to them as they left as I was saying  if you all had strong a line if you had put a level on the floor if you had truly check out the job before beginning you would have found that there was no sanding needed to be done just about a foot wide 8 foot long of filler put in. But then yes Mr. big  and I butted heads about the type of filler as I do not agree with using a concrete floor leveler to sandwich between a wood subfloor and three-quarter inch finish floor. It breaks in the gravel when you drive a nail through it and I don't think I want that sandwich  between my floor. Crunch! Crunch!  He told me I would have to write off on the installation warranty if I wanted to use Bondow as that was not approved. So I contacted the manufacturer and distributor CDC and they told me that that was River cities deal not the manufacturers and that Bondow  perfectly fine.  You know I'm just repeating things here and I don't need to be doing this. Bot[redacted] line here is River city flooring is a subpar company that does not know how to treat their cus[redacted]ers. Every bit of what happened was initiated by the installers, Mr. [redacted] the  installation manager. And then on to Mr. [redacted] and Mr. [redacted]  as they do not want to take care of business in a professional manner. I have seen a severe lack of professionalism in this company other than with Mr. [redacted] came out to our house several times and made measurements and talk to us about materials and such and at the store also. Seems as though once the deal was made  it was all about river city flooring. I do not see one entry into Mr. [redacted]s response that it knowledges our experience with River city flooring. He does not acknowledge the damage that was done and I sent 40 something pictures to  mr. [redacted] of the damages. He doesn't acknowledge, and even Mr. [redacted] told me that Mr. [redacted] was not very diplomatic and his presentation. So I'm just quite taken Buy this business owner ignoring and Lambblasting the cus[redacted]er also. It's just unbelievable. Now to the real subject matter of this. Mr. [redacted] ordered the wrong size threat for the job I decided to keep the tread's and some trim. When I got into the tread's and investigated them I found they were the wrong size and that they could reasonably be modified.  They insisted that they could and that I was knowledgeable but that that was going to be done on the job. And that is a lie. They said that they couldn't be gotten in a 10 1/2 inch wits and that is false I went to the website of the company and it clearly shows they do and I also spoke with [redacted] a  representative of young woodwork manufacturing and they do come in 10 1/2 inch width. So all I did was ask them to exchange them and Mr. [redacted] tells me in a very provocative way that cash and carry is nonreturnable. That's where I told him I didn't order them I didn't  know anything about not being able to return them if I did keep them. I think it's a bit of a no-brainer that if that were conveyed to me in anyway shape or form that I would have returned every bit of the material to River city flooring as I did not want to do any more business with them and I did not want them to make a dime from me because of what I experience  with them. It's not about them it's about me I am the cus[redacted]er I'm the one that was treated in such a rash or respectable rude way. So no this is absolutely no resolution at all. If Mr. [redacted] does not except these trades back and give me a full refund it will go further. Also want to say that it is unbelievable that they would go to legal counsel and make statements that they have.  I will say again there were absolutely no aggressive or threatening comments made in any way in any of the text voicemails or any conversation with them. Yes as I said they upset me to the nth degree.So once again I want my money back and they can have these threads I will return them to them. That is the resolution.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
 
 Please call and set up an appointment to refinish the floor.  I appreciate your generous offer.

Hello,We have sent our customer an email and will contact them on May 3rd to set a time to make the needed repairs.We will update you once the repairs are complete. Thanks,[redacted]