Summers Wood Floor Company Inc

This was S*** response faxed over to Revdex.com Friday Sept 15th in early evening:September 14, 2017Claim #***In response to *** & *** ***.- 1st: In response to S*** not being honest about how long we have been in business:Robert Decatur S*** started the family business in Matt & Kim S*** took over this family business in In Matt & Kim moved to Bend and started a separate divisionIn 1993, we took on a partner and for approximately one year re-established under the name of Superior Wood FloorsIn we changed our business name back to DBA: S*** Wood Floors Robert S*** division closed after he retired and all S*** business was assumed under our Bend divisionBob S***, Founder, is now years old! They have archived his records but they can be found if you fill out a form online with the State of Oregon.- 2nd: scheduling for work is 2-months out at this time….when the *** first inquired we were booked out until October as explained in the original email asking for patience due to S*** currently buried getting people back in their homes from January ice dam water damagesOne month later with absolutely no communication between the *** and S*** Flooring, MrH*** was hired - 3rd : S*** changed our job schedules to attempt to resolve the claim of “we put in green wood”After discovering the new area of concern was NOT the water damaged area S*** had repaired the year before, (thus S*** had nothing to do with the new water damage and “green wood” could not have been installed previously by S***), S*** notified both the attorney and ***’ to talk about options for moving forward No response from either party S*** tried again the following Monday leaving a voice mail with *** and sending an email to both *** and attorneyNOTHING AGAIN*** had told David M***, S*** project manager, that they wanted repair done before leaving for weeks at the first of SeptemberWe assumed that the *** week trip was why there had been no response.SUMMARY: S*** has been diligent in trying to meet with the *** at their home again and again with no responseS*** did everything according to our contract and nothing less! We WILL NOT refund the paid amount for the original work done(which was $1,cash + a check for $2,= $4,There was to have been $2,cash paid for deposit, but according to ***, *** had taken out $thinking it was their vacation monies) We ask that *** & *** check payment records because they have stated they paid $5,This new water damaged area is a complete separate issue. S*** has record of moisture readings, time card records and receipts for materials purchased to back this upS*** fulfilled the *** original water damage completely to contractOn a direct note, *** & ***, you were home during the entire process…..if you felt S*** hadn’t completed everything that had been part of the original damaged area you would have brought it up at that timeSince you did not, this action alone confirms that S*** did everything we were hired to do.For the final time, we will offer to come out and replace the new damaged area and sand and finish to match the existing floorsIf you choose to continue to leave the holes in your floors where we took out the boards that will not be on usMichael finally got so frustrated trying to reach out to you to get this taken care of he called *** at your business! We were told not to contact you againThis has been in your court and could have been resolved a couple weeks ago.Kim S*S*** Wood Floor Co., IncN.EDivision St.Bend, OR 97701541-389-

August 25, 2017 TO: Revdex.com Northwest Complaint ID [redacted] from [redacted] against S[redacted] Wood Floors dated 8/18/17. Here is our timeline to the history of this job and I believe will show that we have gone above and beyond to try to resolve the issues of the [redacted]’ damaged wood flooring. We...

are a 63 year old wood floor company and we have not encountered a repair we have done or other professionals in our industry, having warped floors 7 months after repair was done. The claim was stating at one point (as listed in information below) that we used “green wood” and that is why there were issues. All of the area we repaired would have been affected if this were the case. None of the area we repaired had any continued issue. This is why when we did go in and remove several boards on 8-17-17 of the new affected area, (it was discovered it was original flooring installed when the house was build with different nails and installation then what we do now) it became an issue we needed to ask the attorneys to how we should continue. That is when this complaint to Revdex.com was filed as well as a [redacted] review and [redacted] review which slanders all of our efforts. The yellow highlighted areas in the notes are the times we offered that we would help in repairing their floors. The only thing we have done is stood on the fact that we feel that we did everything according to industry standard and we did not create this damage. We really don’t know what else we could have done. Kim S[redacted] – Owner of S[redacted] Wood Floor Co., Inc. – 541-389-9246 [redacted]   [redacted]   [redacted]  TIME  LINE 8-25-16                Original Estimate for dishwasher water damage 8-26-16 Estimate emailed. 8-27-16                 [redacted] came in and paid $1500 cash deposit  wanted to get the job going. Insurance would be paying for claim.  ks 9-21-16                 Wood patch materials delivered 9-28-16                 Tear out and install patch area – subfloor moisture reading 8%, flooring 7%. Our readings concur with water mediation companies readings that conditions were dry.                                 [redacted] were staying in their motor home outside their home. There WAS NEVER any concern we hadn’t repaired all the areas of damaged area. No concerns till 7 months later. Ks[redacted] 9-28-16                 Complete patch installation & Sanding begins 10-6-16                 Final coat applied 5-1-17                   Michael scheduled to look at warped floors 5-3-17                   Michael emailed estimate to [redacted] to send to insurance company to see if can be added onto original claim – Michael can’t confirm why damage occurred, only can speculate possible moisture trapped still under island but still doesn’t make sense to why it was great for 6 months. Moisture would have traveled into effected area right away. 5-22-17                 Michael spoke with [redacted]. She asked for him to provide moisture readings we took at time of repair.  He emailed her the information at 1:56 that same day.  Subfloor is 8%, flooring 7%.                               3:36 pm [redacted] requested documentation of dates and readings of moisture readings to send to insurance company. Michael had also sent [redacted] previously NWFA reading information pertaining to their guidelines. 5-23-17                 Emailed information to [redacted] with a link for information to our moisture meters that we use. 6-19-17                 Michael had received [redacted]’s letter stating insurance would not cover. Michael responded stating we were not responsible for the water damage but will take care of them by fixing the issues for them. He asked for them “to be patient with us due to currently booked out into October from all the water damages from this winter. “ 7-19-17                 Received letter from H[redacted] (attorney) stating “faulty installation of their wood floor.  The records from Service Master show the floor was dry when they finished and before you installed the new flooring.  The cupping has occurred in areas that were not exposed to any additional moisture which suggests the wood was not dry when you installed it. Moreover, you would be responsible for testing the subfloor prior to installation in any event. If not promptly remedied  we will file a complaint with the Oregon Construction Contractor’s Board thirty days from the date of this letter” 7-19-17                 Michael emailed [redacted] & [redacted]:  “As I expressed in the email I sent below we are still trying to get people back into their homes from the January/February water damages. These people are still living on plywood/torn up houses for over 6 months. As stated in my previous email below, we are willing to take care of this issue for you but we have asked for your patience.  I can’t in good conscience, put your repair ahead of these customers when your issue is not hindering your ability to live in the house.  We are very reasonable and have a good reputation because we take care of our customers. Your scenario is no different we are just asking for some understanding. Please respond to this email with any questions/comments you may have and we can go from there.” 7-26-17                 Michael emailed again [redacted] & [redacted]:  “If we are going to fix this for you we will need to engage in dialogue. I emailed you on July 19th and have yet to hear a response. We will not be communicating through attorneys if you want to resolve this. Please confirm that you got this email and we can talk about scheduling your repair.” 8-1-17                   Michael emailed [redacted]:  3:01 pm:  Hello [redacted], this is my fourth attempt to contact you to resolve your flooring issue.  My previous emails were sent on June 19, July 17 & July 26 and no response was received. Without communication we will be unable to schedule your repairs. I could have had you taken care of by now had you responded to any of those emails. As it stands now, we are scheduled into Mid October. We will get you in earlier if we have something open up but that may; not happen. As previously stated we are not responsible for the additional damage to your floors. If the floors we installed had not been acclimated properly the entire patch section would have reacted not just a few boards directly touching the cabinet. In any case, as previously discussed we are willing to help you take care of the issue but we cannot help you if you do not respond. We are reasonable people and are willing to figure this out but if I do not hear back from you in the next week then I will consider the matter closed. 8-1-17                   3:07 pm Michael receives email from H[redacted]: “I sent you a letter today again explaining my clients’ position and expectations. Please stop emailing my clients, they will no longer respond to you directly, which is why they hired me. As stated in my letter, you may make arrangements to inspect or repair the floor through my office. Otherwise the CCB complaint will be filed after Aug 18.” 8-1-17                   5:26 pm Michael responded with:  “Greg, I have already inspected the floors and am just looking for some sort of answer from you or your client on getting this scheduled. I am well aware of the terms I use and would appreciate valuable input rather than another threat. We have schedule dates available for repair but we cannot communicate with a brick wall. We have made every attempt to communicate and respond to their request in “good faith”. Keep in mind this is without the knowledge (absent from your letter) that I would have to deal with you. I’m not sure how better I could have handled this. I responded to [redacted] with every request she made throughout this process and will happily forward every email to you. Also, a completely reasonable solution to this would have been arbitration. CCB Claims are a threat, not an attempt at resolution in a reasonable manner. Until I get some communication, nothing can happen.” 8-3-17                   Michael emailed H[redacted] at 12:20 pm stating:  “Here are available repair dates for the [redacted]. Please forward to them and let me know what works. The repair should take 2-3 days.” 10/9/-10/11,  10/16 – 10/18, 10/23 – 11/1, 11/6 – 11/8, 11/13 – 11/15,  11/20 – 11/22, 11/27 – 11/29 8-3-17                   Received letter from H[redacted]:  “I am responding to your two emails sent to my clients after I sent you my July 17th letter. Your communications are inappropriate. My clients have the right to decide when and how to talk to you or anyone. For reasons your emails make clear, my clients turned the matter over to me because you would not take any responsibility for this problem. My 7.17.17 letter set forth why this is your responsibility to repair. If you refuse to fix the floor as set forth in my letter, then I am authorized to file the CCB complaint. If you wish to resolve this cooperatively, then you must begin to cooperate and stop telling my clients when and how to speak to you. You can work with my office to schedule inspections or repairs prior to August 18. 8-4-17                   5:13 pm - Michael emailed H[redacted]:  “I received your letter in the mail today regarding the [redacted] repair. Since we agreed to fix the issue in question on June 19th (almost a month prior to receiving your first letter) I am still confused why your services were requested. The matter would have been resolved by now but for the lack of communication from Mr. & Mrs. [redacted]. After receiving your first letter (7/17/17) my email attempts to contact Mr & Mrs [redacted] where to start a dialogue and get a repair plan in motion. As they are my customers I have the right to contact them in an attempt to help them until being notified to do otherwise. There was nothing in that letter (attached) that said I was to conduct all correspondence through your offices. Had it mentioned that I would have proceeded accordingly. Your letter stating our (S[redacted] Flooring) fault in the issue at hand has no weight as it is an assumption made by individuals with no professional qualifications to make that judgment. I could point to several things in the handling of remediation that could easily account for the damage (not removing the island which the water damage had gone under, not drilling holes in the toe kick of the island to dry underneath etc.). I understand now that you have been hired to get a desired result, not wade around in the details. I didn’t grasp that in our first few emails because I have never had to deal with an attorney. Your statements were taken as a personal attack from a complete stranger. In any case, we (S[redacted] Flooring) continue to reject our fault in the issue in questions and will continue to do so. However, our lack of culpability does not undermine our continued willingness to address the situation. This speaks to our integrity and intent to help our customer. I am quite confused by your statements like “refuse to fix the floor”, “begin to cooperate”. I have been offering to help since June. Yesterday I provided a list of 8 blocks of time representing 24 potential repair dates and I have yet to see a response from you or your client.  When a complaint is filed with the CCB the next step is arbitration. We have enough evidence as professionals well versed in water damage repair to prove that we are not at fault for the issue and at that point we can refuse to do the repair. This is not a good outcome for your client and it is not the outcome we wish for either. We wish to help! We have a great reputation because we take care of people and do the right thing even when the customer is being difficult. This scenario falls under “do the right thing category”. We are not at fault but feel bad for the customer as other parties involved have passed the buck. WE ARE STILL FULLY WILLING TO HELP YOUR CLIENTS RESOLVE THE ISSUE as they did not cause the issue either but need someone to help. My responses to you (Greg H[redacted]) have been short and energized because you have been hired to intimidate me into doing something I have already agreed to do. This is both confusing and frustrating. I have never had to deal with an attorney because we do everything we can to make things right. I love my job because I love our customers and helping people. We are not perfect but we are good. I am not interested in anything other than helping your clients. Please respond to the dates we offered that work for your customer and we can move forward. As mentioned before, if anything opens up before those dates we will gladly do it sooner.” 8-8-17                   9:34 am - Michael emailed H[redacted]: “Just checking in on the available dates we sent to your client. We responded within the specified timeline and since no further evaluation was needed I sent possible dates. I can’t hold all 24 of them for long so let me know and I will get it locked in.” 8-9-17                   9:18 am – Michael emailed H[redacted]:  “Hello, I am still waiting to hear back from you on behalf of your clients on a repair date. I would like to point out that none of your correspondence stated that the repair ad to be done before August 18th. Only that we were to cooperate and respond. We have done so repeatedly and are still awaiting permission to repair the floors.”                           8-11-17                 Received letter from H[redacted] dated Aug 7, 2017:  “Dear Mr. S[redacted], You have not accepted responsibility for repairing/replacing the floor at no charge to my clients. It is for this reason we will file a CCB complaint if the floor is not repaired/replaced by August 18, 2017. It remains their position that you are responsible for the unsatisfactory floor.” 8-11-17                 12:30 I called H[redacted] office asking for Mr. H[redacted] and was told he was not available. I left him a message I was very confused in his letter about not “accepting responsibility” for fixing their floors. I stated H[redacted] needed to call me ASAP. I gave them my cell # because I was at a conference.  ks 8-11-17                 1:50:   Sarah from H[redacted] office returned my call. I stated how confused I was that they are not hearing we have stated several times that we would fix the floor for the [redacted]. Sarah stated that we needed to have something in writing stating that. I said I have several emails pertaining to that from Michael to [redacted] and to H[redacted] and I didn’t know why they haven’t recognized this? Sarah then stated they needed something with our signature on it. I told her I would have it to her this afternoon after I got out of the seminar I was attending.                                 I came back to the office and printed off all the emails we had stated we would take care of the [redacted] floor…I highlighted the statements and signed the bottom of the emails. I returned the copies to H[redacted] office at 4:50 and they had closed early. I put the emails through the mail slot so they would have them first thing Monday morning. Ks 8-17-17                 Sarah from H[redacted] office called and said we had permission to contact the[redacted]8/11/17) I met with the [redacted] on the 16th we talked about refinish or replacing some boards. Sent Leroy to pull some to see if there was any moisture 8/17/17 DJM (David our project manager) 8-17-17                 8/17/2017 3:03:55 PM:  Leroy went out and tore out 4 boards in the "damaged" area.                    3 Against the island and 1 – 6’ in the nook. The boards he took out were not part of the water damaged flooring we provided last year. It was material from the original install with cleat nails and no glue. It had black felt paper under it also. No signs of water stains under boards or signs of water tracking in sub floor.  Which shows us that the moisture did not come from underneath. I am going to call H[redacted] office now to see how their client wants to move forward.  ks 8-17-17                 8/17/2017 3:12:02 PM:  I called H[redacted] office to let them know the damaged area of flooring has nothing to do with the flooring we replaced last year with their water damaged area. Greg was not available to speak with me so I left the message with the receptionist....it wasn't Sarah - I had asked for Sarah originally. I need to be advised on how to move forward with this job.  Ks 8-18-17                 4:30ish I received notice that I had a review on [redacted]. It was the rant from [redacted]. Not long after I received notice from [redacted] there had been a review and a short time later the Revdex.com contacted me we had a complaint filed.  We were closed Monday 8/21/17 due to the eclipse so on Tuesday we sent H[redacted] an email asking to meet his client in their home to resolve.  No response as of today in regards to this. David also left a message directly on [redacted]’s voicemail asking to set up a time to meet at their home....no response as of date.  8-22-17                 8/22/2017 9:41:07 AM:  called and left message with [redacted] about meeting with Michael to resolve the work .      DJM 8-22-17                 8/22/2017 11:59:00 AM:  Emailed H[redacted] asking for a meeting with his clients in their home to resolve issue. MMS 8-23-17                 After [redacted]’s complaint to Revdex.com stated they want to get reimbursed for full amount they paid of $5,496.50 or repair floors. I looked into QB and noticed they had not been billed Which they paid $4,196.50 for the job. 8-25-17                 11:33 am: [redacted], we need to meet at your home to move forward with the job. I left a message with you  Tuesday 22nd,  S[redacted] NEVER said we would not fix your floors. (We have multiple emails to you and your attorney stating this.)  We e-mailed and also called and left a message with your attorney on Aug. 17th to find out how to proceed (after Leroy was at your home) due to the claim against us was that we used “green wood”. Leroy took out several boards that had damage and discovered that the damaged flooring was not from “green wood” as stated from your attorneys letters, but it was in fact flooring from the original install of existing floors. The message we left with Mr. H[redacted] was asking how to proceed with the work. This area had not been effected in the original water damage. We had torn out and replaced all effected water damaged areas and our records are consistent with Service Masters moisture content notes showing areas were dry when repair was done. We can’t help resolve your floor issues if communication stops. I am hoping that the permission that was given to me, from your attorneys office to speak directly to you is still in effect. Thank you, David M[redacted] 8-25-17                 4:35 - No response to email from either H[redacted] or [redacted]’. ks

Complaint: [redacted]
We are rejecting this response because: S[redacted] is not being honest. First off, their 63 year old wood flooring company was registered with the State of Oregon in 10-12-94 and with the CCB 12/12/94, that doesn't add up to 63 years. Kim's dates are fairly accurate, but she is missing a great deal of detail. We are not going to hash this out online, but have a few questions that have yet to be answered. 8/3/2017 Michael gave Greg dates for us to choose to get the floors done October or November of 2017, we shouldn't have to wait 6-7 months to have this fixed, that is TERRIBLE Customer Service. Michael then states to Greg, that had we responded, this could have been done by now. Really Michael? 8/11/17- Kim, you signed a letter to Greg stating we will do repairs N/C by Aug. 18, no one ever came out. 8/17/17 -David then came to the house and promised everything would be done (he agreed that two weeks was a reasonable amount of time to get it done), by August 31, 2017. Today is September 1, 2017 and the only thing S[redacted] has done is remove boards and leave us hanging with huge holes in the floor. We had a verbal agreement from David that this would be done by August 31, 2017, it is still not done. Also, Michaels note to Greg dated 8/18/17 is false, Leroy told me he has no idea why the floor cupping, he doesn't remember what boards he replaced but when he spoke to David that you had enough materials to bring over to fix it and that he would go back to the shop, explain everything and someone would call us. This didn't happen! What glue do you use? Moisture paper?Again, We ask you, why didn't you replace ALL the flooring that was damaged by the hose leak and what did you do in our home for 10 days. It is unacceptable to replace 2-3 boards and sand down the rest. This was not the agreement with the Insurance Company. Leroy shared a few stories with me. Like the fact that his Ligomat Moisture Meter reader can't read through the existing hardwood to the subfloor. So, how do you get subfloor readings to know what the moisture content is on the subfloor if you didn't pull ALL the floor involved?  Also, we had a large amount of wood delivered to the house, where is the wood that wasn't used, because we certainly don't have it! Leroy also told me that he worked on a home recently that had a lot of water damage from the ice dams this winter. Leroy stated, "S[redacted] ordered in a ton of wood to fix the floors", but by the time Leroy arrived to fix the floors he only replaced two boards, the rest were sanded down and the wood was taken. This sounds a lot like what happened to us! We are curious if we have an Insurance Fraud Claim here? 8/27/16 Also Kim, you might want to check your GB records again as this bill was paid in full, see attached your handwriting.One other thing Kim, Bend is a very small town and one of your employees, Jeff, is telling mutual friends that we are being unreasonable. This is not the case, we just want our home back to normal Jeff would be wise to keep his thoughts to himself as this is extremely unprofessional!The floors started cupping in March, you were notified in May and it is now September. All of your "attempts" to fix the floors have been a joke because you have done nothing to get it done. Actions speak much louder than words! Kim, we have lost trust in S[redacted] Flooring and would like to be reimbursed the $5,496.50 so we move forward with another company.
[redacted] & [redacted]