Initial Business Response /* (1000, 5, 2015/12/29) */
At the time of purchase, I told Mr. O'Brien that we wouldn't know the condition of the plywood under his carpet until we removed the carpet and pad. We would install the new floor over the plywood if it was in good condition. If not. we would...
address it at that time. Mr. O'Brien did not ask what might be necessary and how much it would cost. Unfortunately there were nails coming loose throughout the floor. That is an unforeseen situation. The installers pounded them down but the nails worked themselves loose as the installers continued to work and crawl around the room. Because we want the job to be perfect, the best solution is to put down new 1/4" underlayment. Mr. O'Brien bought a high quality vinyl plank floor and he would be even angrier if, when the job was finished, he could see nail heads causing bumps in the new floor. I offered to discount the cost of new underlayment but I can't "split the difference" because I would lose money. The flooring he bought was on sale already and he got an additional discount of more than $200 below the sale price. I told him yesterday we would add a maximum of $530, not $600. The main point is to make the job perfect.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, an employee, [redacted] sold me the flooring, [redacted] sold me bathroom flooring, which was installed without issue. I was never told that there could possibly be $600 additional cost ahead of time. Secondly, the installed told me they should have never charged me for remove/replace of my base molding - it should have been estimated with shoe quarter round trim - the difference between remove/replace and shoe molding is $114 more.
Initial Business Response /* (1000, 5, 2015/12/29) */
At the time of purchase, I told Mr. O'Brien that we wouldn't know the condition of the plywood under his carpet until we removed the carpet and pad. We would install the new floor over the plywood if it was in good condition. If not. we would...
address it at that time. Mr. O'Brien did not ask what might be necessary and how much it would cost. Unfortunately there were nails coming loose throughout the floor. That is an unforeseen situation. The installers pounded them down but the nails worked themselves loose as the installers continued to work and crawl around the room. Because we want the job to be perfect, the best solution is to put down new 1/4" underlayment. Mr. O'Brien bought a high quality vinyl plank floor and he would be even angrier if, when the job was finished, he could see nail heads causing bumps in the new floor. I offered to discount the cost of new underlayment but I can't "split the difference" because I would lose money. The flooring he bought was on sale already and he got an additional discount of more than $200 below the sale price. I told him yesterday we would add a maximum of $530, not $600. The main point is to make the job perfect.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, an employee, [redacted] sold me the flooring, [redacted] sold me bathroom flooring, which was installed without issue. I was never told that there could possibly be $600 additional cost ahead of time. Secondly, the installed told me they should have never charged me for remove/replace of my base molding - it should have been estimated with shoe quarter round trim - the difference between remove/replace and shoe molding is $114 more.