Techno Clean

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] The author of the rebuttal was mistaken on a number of issues He/she has obviously not consulted with the Floor staff that was involved (Nichole and Scott) The product was not defective The Kardeen rep concluded the installation from Floor was wrong "Substantial time" was one year for Floor to arrange the Kardeen rep to the house Total "substantial time" was a year and a half Minor floor defect and "random small bubbles" A.Nichole and Scott witnessed the raised ridge every feet that traveled across the width of the room X rooms B.Trowel telescoping-trowel marks visible because the installer allowed the adhesive to dry too long before placing the product Sleep Number was involved because Floor 360's installation was totally wrong We did not ask this when the Kardeen product was placed No "illness" to installer The Amish installers were in our house, ready to work on the install day They were released by Scott before starting our job "Past issues" are a year and a half of our lives with an issue Floor created We paid $10,000+ for LVT We put up with raised ridges every feet We waited a year and a half because Floor couldn't resolve thisThe rebuttal author was never in our home and clearly has never talked with Nichole and Scott These two employees have been in our home multiple times They witnessed, first hand, the raised ridges every feet, the width of the room, X rooms It is clear the writer is either oblivious or simply doesn't care to get the facts On multiple occasions, I asked to speak with Bob [redacted] (Owner of Floor 360) I sent him an e-mail, and called him and asked if we could resolve this issue No response.If you think this is the right way to treat a customer, and this is acceptable to you, shame on you It speaks volumes of what your company is built on

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I do not accept the response of Floor 360.I paid the remainder of my account I am so disappointed in the management of Floor Your business practice is shameful At every opportunity, I tell our experience with Floor [redacted]

We have been in contact with the customer before we were made aware of the Revdex.com complaintI also researched this issue and as president of FLOORand personally called and explained the details before we saw this complaintThe customer must have sent the complaint concurrently or immediately
before I talked to her as it seemed we had a "game plan" and I was thanked for explaining and handling the matter.The delay was caused totally by the manufacturer of the product specified by the customerMannington Mills is the manufacturer and was in the middle of moving their production facility from China to the southeast USAWhen we found out the product was being delayed in production we would pass on the information to the customer, however the manufacturer production dates were constantly being moved back which understandably has been frustrating for the customer.We had a letter sent to the customer direct from the supplier so they would understand the cause of the delaysUnfortunately this email was sent to an associate of the complainant and not forwarded.All other work has been completed and we are only waiting for this one item (stair riser) which is a cosmetic item and not any type of safety issueWe will continue to be in contact with the supplier and the client and complete as soon as is possible.FLOORcould and should have handled the communication of the delays in a much better method, this is not our standard process and certainly the delays from the manufacturer are uniqueWe have apologized to the customer and will do whatever is possible to expedite.*** ***, owner

Regardless of the reasons for the floor failure it has been the position of FLOORthat we would replace the floor at no cost, which is a standard warranty procedure.The homeowner expressed a desire to change the product to a hardwood floor and FLOORprovided a full refund on the prior floor and a strong value on the new floorThis was presented in writing and approved by the homeownerThis was a new contract that took into account all prior issues.The floor was installed and looks greatThe homeowner also has a full warranty on this floor should anything not be satisfactoryFLOORhas performed our work per the agreed contract and the homeowners responsibility is to pay per the terms of the agreement.It is not a FLOORpolicy to provide refunds or discounts for any issues but rather to provide a great floor per agreement and repair or replace anything needed.If there is anything not satisfactory to the homeowner we are happy to take care of it, however the agreed amount of payment is still expected to be paid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The author of the rebuttal was mistaken on a number of issues.  He/she has obviously not consulted with the Floor 360 staff that was involved (Nichole and Scott).1.  The product was not defective.  The Kardeen rep concluded the installation from Floor 360 was wrong.2.  "Substantial time" was one year for Floor 360 to arrange the Kardeen rep to the house.  Total "substantial time" was a year and a half.3.  Minor floor defect and "random small bubbles".     A.Nichole and Scott witnessed the raised ridge every 4 feet that traveled across the width of the room X 3 rooms.     B.Trowel telescoping-trowel marks visible because the installer allowed the adhesive to dry too long before placing the product.4.  Sleep Number was involved because Floor 360's installation was totally wrong.  We did not ask this when the Kardeen product was placed.5.  No "illness" to installer.  The Amish installers were in our house, ready to work on the install day.  They were released  by Scott before starting our job.6.  "Past issues" are a year and a half of our lives with an issue Floor 360 created.  We paid $10,000+  for LVT.  We put up with raised ridges every 4 feet.  We waited a year and a half because Floor 360 couldn't resolve thisThe rebuttal author was never in our home and clearly has never talked with Nichole and Scott.  These two employees have been in our home multiple times.  They witnessed, first hand, the raised ridges every 4 feet, the width of the room,  X 3 rooms.  It is clear the writer is either oblivious or simply doesn't care to get the facts.  On multiple occasions, I asked to speak with Bob [redacted] (Owner of Floor 360).    I sent him an e-mail, and called him and asked if we could resolve this issue.  No response.If you think this is the right way to treat a customer, and this is acceptable to you, shame on  you.  It speaks volumes of what your company is built on.

We regret that the product installed was defective and that it took substantial time to have the manufacturer inspect the problem. We assured the customer that FLOOR360 would solve the issue and stand behind the job. The floor defect was minor and livable as there were random small "bubbles" under...

the vinyl.When it was determined that the vinyl was defective the customer requested to look into other flooring products and decided on replacing the vinyl with hardwood. We provided this upgrade at a very good price/discount in consideration of the prior issues. The upgrade was $3000 and the customer approved this (see attached signed estimate) FLOOR360 also paid to have the Sleep Comfort Bed moved and replaced by the Sleep Comfort Company instead of FLOOR360 at the customers request. This added another $379.78.We then installed the floor with one delay due to an illness to the assigned installer. The installation was done to total satisfaction and we are requesting the balance of the agreed contract for the hardwood floor. We feel that FLOOR360 has honored all aspects of it's contract and warranty and the customer has a beautiful, quality hardwood floor.We do not agree that any discount should be provided on this contract for past issues. The warranty was honored, a new agreement and contract was signed and the balance is due. We have communicated this to the customer and do not see the benefit from more communication.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I do not accept the response of Floor 360.I paid the remainder of my account.  I am so disappointed in the management of Floor 360.  Your business practice is shameful.  At every opportunity, I tell our experience with Floor 360.       [redacted]