We are not aware of the any record of these phone calls, but we would be more than glad to assist and resolve this matter. We would like to know what number [redacted] called, and who she spoke with. Please call the store number, [redacted]'s at 281-541-6655, or my personal number [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.
Had
Metro Flooring simply followed their own contract, I would not be out of pocket
$5,093.59 with nothing to show for the $2,690.68 expenses + $2,4092.91 deposit—
it is now September 9, I have another full month of storage charges at $202 and
my floor that should have been complete July 29, 20** is not.
At the
very least, I need $3,844.65 and a signed cancellation of contract [redacted] to
resolve my complaint:
$2,402.91 deposit
$1,441.74 [contract [redacted]
$4,805.82 x 30% = $1,441.74]
$3,844.65
to resolve complaint
Signed
contract [redacted] states: "All work to be completed in a substantial
workmanlike manner according to the specifications submitted, per standard
practices". The tiles to be
installed are 8” x 45”. Per the 20**
TCNA Handbook: "...when larger tiles will be installed because of the
tighter tolerance that applies—the maximum allowable variation for any areas
where tiles with at least one edge **" in length or longer will be
installed is 1/8" in 10' from the required plane with no more than
1/16" variation in 24" when measured from the high points in the
surface...If these tolerances are not met, the tile contractor cannot provide
an installation that complies with tile industry tolerances for flatness and
lippage." My new contractor found
several variances in each room measuring greater than these tolerances—in fact,
there was an area in the living room with a measured variance of 1/2". Metro Flooring’s own Ruby C[redacted] performed
a jobsite inspection Tuesday, July 28 and confirmed the subfloor was not flat,
level, nor complete and could not be brought to tolerance with thin-set as
Carlos wished. Bottom line—the job
performed did not Metro Flooring standards which directly caused the expenses I
incurred; therefore I need to recoup the expenses caused by Metro Flooring.
As I
stated previously: these expenses would be a foreseeable result by any
reasonable person as they are directly related to Metro Flooring’s
misrepresentation of skills to gain a contract (experience with [redacted]), their
inability to follow manufacturer specifications as written in their own
contract, contractors that refused to do the contracted “floor preparation”
even when respectfully requested by a Metro Flooring employee after her inspection
revealed the floor preparation was not complete, flat nor level, and dismissive
attitude that I have received anytime I requested a refund.
It was
not just me that had a problem with the crew’s work. Ruby’s Tuesday, July 28 jobsite inspection confirmed
the subfloor was not acceptable and could not be brought to tolerance with
thin-set as Carlos wished. Two, not
three, different crews (Carlos came back July 28 for inspection) refused to
correct the subfloor because they said it could be brought to tolerance with
thin-set. Ruby herself became so
frustrated that she told Carlos his refusal to finish the job was “chicken st”. If the crew feels that my unwillingness to
stand by and not ask questions when I see a job blatantly being done improperly
is me “telling them how to do their job all the time”, well, that’s my job as a
party to the contract. Metro Flooring
has a responsibility, obligation and duty to make sure the contract is followed,
as do I. Signed contract
[redacted] states: “The homeowner is urged to be available to discuss floor
preparation with the installer”; I was present and discussing floor preparation with the installer.
Per Metro Flooring contract [redacted]: “Floor
preparation is the element of installation that is necessary…Metro Flooring
will float a subfloor to manufacturer specifications unless customer signs a
waiver to the contrary”. I never signed
such a waiver.
Per manufacturer’s website:
Installation, Surface Preparation: All
surfaces must be primed with SLU Primer
Substrates, Concrete Floors: Prime
concrete surfaces with SLU Primer diluted 1 to 1 with water…
Mixing, Concrete [floors]: …mix one 50 lb.
of Underlay SLU to water an amount not to exceed 6 quarts…
Basic Application, …spread with a gauging
rake or mortar spreader. Underlay SLU
underlayment should be ready for light foot traffic in approximately 4 hours.”
Limitations:
All surfaces must be primed with [redacted] SLU Primer
Ruby’s
response to primer being necessary: “I, in all my years, have never seen that…I
have never HEARD of it, never has been used to my knowledge in any job—and I’ve
been doing this over 10 years…”
Ruby’s
response to too much water used during mixing: “no floor with self-leveling
will dry in 4 hours—no way. I don’t
believe it—even if he had have [followed instructions]”. When my new contractor installed a new
underlayment on August 29, according to bag directions (used primer & mixed
using proper ratios) I witnessed: it was no longer workable in ** minutes and
it was ready for light foot traffic in 4 hours. All the problems and resulting expenses are a direct result of Metro Flooring not following written product specifications, not following published industry standards, not following the contract and misrepresentation of knowledge and experience to gain a contract. Once again, at the very least, I need $3,844.65 and a signed cancellation of contract [redacted] to resolve my complaint.
Regards,
Charlene Lutkenhaus
We are not doubting that Mrs [redacted] has tried to contact us and get a response. We have been trying to recall. However, we believe that there was a miscommunication issue at worst. The receptionist no longer works for us, but all she recalls is repair requests unrelated to installations we have performed. We take our work seriously, and excel at honoring our contracts with clients. As an industry standard labor-warranty, such warranty does not cover labor on materials purchased from another source by the customer, nor do we offer it, for so many reasons. However, we are more than willing to accommodate Mrs [redacted] and resolve the issue, within reason. When convenient to Mrs [redacted], we would like to come by to inspect the tiles in question, and proceed accordingly.
It is unfortunate that we have not being able to complete the job at the customer's house. We have sent 3 different crews to customer's house and they were not willing to work due to customer was trying to tell them how to do their job the all time. Our installers are experience and have done many...
jobs. Despite the situation, we are willing to give the customer the $ 2,402.91 that she gave us to start the job even though we already spend money on materials and labor. Thank you , and we hope this should take care of the matter.
Business Bureau: 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. The previous times I have called, I used the store number 713-785-6677. I have attached a photo to show the most recent phone call. Unfortunately, my call log does not go back far enough to show the other calls. In early April,I spoke with a male that told me to call later when the lady is there, because she keeps track of the paperwork (I do not remember her name). On April 22, 2016, the female representative took my name, verified that I had tile to replace the uneven ones, and that I had the grout necessary to fill in the holes that we saw in-between the tiles. I was supposed to receive a follow up call so that we could arrange for the tiles to be replaced, but I never received a call back. I followed up with an email April 23 to “[email protected],” but once again I did not get a reply. I have also attached this for reference. The lack of response is a recurring trend, and I have reached out more times than should be necessary. The email from the Revdex.com from the business is the first time that I have received a response from Metro Flooring since my install date. Because of the apparent resistance there is from the business, I am hesitant to call again because I fear that there will once again not be a response to my issues. I stand behind my first statement in requesting a refund and I would like all future correspondence to be in writing through the Revdex.com so that I am ensured a response. Regards,[redacted]
We are not aware of the any record of these phone calls, but we would be more than glad to assist and resolve this matter. We would like to know what number [redacted] called, and who she spoke with. Please call the store number, [redacted]'s at 281-541-6655, or my personal number [redacted].
RevDex.com:
t”. If the crew feels that my unwillingness to
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.
Had
Metro Flooring simply followed their own contract, I would not be out of pocket
$5,093.59 with nothing to show for the $2,690.68 expenses + $2,4092.91 deposit—
it is now September 9, I have another full month of storage charges at $202 and
my floor that should have been complete July 29, 20** is not.
At the
very least, I need $3,844.65 and a signed cancellation of contract [redacted] to
resolve my complaint:
$2,402.91 deposit
$1,441.74 [contract [redacted]
$4,805.82 x 30% = $1,441.74]
$3,844.65
to resolve complaint
Signed
contract [redacted] states: "All work to be completed in a substantial
workmanlike manner according to the specifications submitted, per standard
practices". The tiles to be
installed are 8” x 45”. Per the 20**
TCNA Handbook: "...when larger tiles will be installed because of the
tighter tolerance that applies—the maximum allowable variation for any areas
where tiles with at least one edge **" in length or longer will be
installed is 1/8" in 10' from the required plane with no more than
1/16" variation in 24" when measured from the high points in the
surface...If these tolerances are not met, the tile contractor cannot provide
an installation that complies with tile industry tolerances for flatness and
lippage." My new contractor found
several variances in each room measuring greater than these tolerances—in fact,
there was an area in the living room with a measured variance of 1/2". Metro Flooring’s own Ruby C[redacted] performed
a jobsite inspection Tuesday, July 28 and confirmed the subfloor was not flat,
level, nor complete and could not be brought to tolerance with thin-set as
Carlos wished. Bottom line—the job
performed did not Metro Flooring standards which directly caused the expenses I
incurred; therefore I need to recoup the expenses caused by Metro Flooring.
As I
stated previously: these expenses would be a foreseeable result by any
reasonable person as they are directly related to Metro Flooring’s
misrepresentation of skills to gain a contract (experience with [redacted]), their
inability to follow manufacturer specifications as written in their own
contract, contractors that refused to do the contracted “floor preparation”
even when respectfully requested by a Metro Flooring employee after her inspection
revealed the floor preparation was not complete, flat nor level, and dismissive
attitude that I have received anytime I requested a refund.
It was
not just me that had a problem with the crew’s work. Ruby’s Tuesday, July 28 jobsite inspection confirmed
the subfloor was not acceptable and could not be brought to tolerance with
thin-set as Carlos wished. Two, not
three, different crews (Carlos came back July 28 for inspection) refused to
correct the subfloor because they said it could be brought to tolerance with
thin-set. Ruby herself became so
frustrated that she told Carlos his refusal to finish the job was “chicken s
stand by and not ask questions when I see a job blatantly being done improperly
is me “telling them how to do their job all the time”, well, that’s my job as a
party to the contract. Metro Flooring
has a responsibility, obligation and duty to make sure the contract is followed,
as do I. Signed contract
[redacted] states: “The homeowner is urged to be available to discuss floor
preparation with the installer”; I was present and discussing floor preparation with the installer.
Per Metro Flooring contract [redacted]: “Floor
preparation is the element of installation that is necessary…Metro Flooring
will float a subfloor to manufacturer specifications unless customer signs a
waiver to the contrary”. I never signed
such a waiver.
Per manufacturer’s website:
Installation, Surface Preparation: All
surfaces must be primed with SLU Primer
Substrates, Concrete Floors: Prime
concrete surfaces with SLU Primer diluted 1 to 1 with water…
Mixing, Concrete [floors]: …mix one 50 lb.
of Underlay SLU to water an amount not to exceed 6 quarts…
Basic Application, …spread with a gauging
rake or mortar spreader. Underlay SLU
underlayment should be ready for light foot traffic in approximately 4 hours.”
Limitations:
All surfaces must be primed with [redacted] SLU Primer
Ruby’s
response to primer being necessary: “I, in all my years, have never seen that…I
have never HEARD of it, never has been used to my knowledge in any job—and I’ve
been doing this over 10 years…”
Ruby’s
response to too much water used during mixing: “no floor with self-leveling
will dry in 4 hours—no way. I don’t
believe it—even if he had have [followed instructions]”. When my new contractor installed a new
underlayment on August 29, according to bag directions (used primer & mixed
using proper ratios) I witnessed: it was no longer workable in ** minutes and
it was ready for light foot traffic in 4 hours. All the problems and resulting expenses are a direct result of Metro Flooring not following written product specifications, not following published industry standards, not following the contract and misrepresentation of knowledge and experience to gain a contract. Once again, at the very least, I need $3,844.65 and a signed cancellation of contract [redacted] to resolve my complaint.
Regards,
Charlene Lutkenhaus
We are not doubting that Mrs [redacted] has tried to contact us and get a response. We have been trying to recall. However, we believe that there was a miscommunication issue at worst. The receptionist no longer works for us, but all she recalls is repair requests unrelated to installations we have performed. We take our work seriously, and excel at honoring our contracts with clients. As an industry standard labor-warranty, such warranty does not cover labor on materials purchased from another source by the customer, nor do we offer it, for so many reasons. However, we are more than willing to accommodate Mrs [redacted] and resolve the issue, within reason. When convenient to Mrs [redacted], we would like to come by to inspect the tiles in question, and proceed accordingly.
It is unfortunate that we have not being able to complete the job at the customer's house. We have sent 3 different crews to customer's house and they were not willing to work due to customer was trying to tell them how to do their job the all time. Our installers are experience and have done many...
jobs. Despite the situation, we are willing to give the customer the $ 2,402.91 that she gave us to start the job even though we already spend money on materials and labor. Thank you , and we hope this should take care of the matter.
Better...
Business Bureau: 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. The previous times I have called, I used the store number 713-785-6677. I have attached a photo to show the most recent phone call. Unfortunately, my call log does not go back far enough to show the other calls. In early April,I spoke with a male that told me to call later when the lady is there, because she keeps track of the paperwork (I do not remember her name). On April 22, 2016, the female representative took my name, verified that I had tile to replace the uneven ones, and that I had the grout necessary to fill in the holes that we saw in-between the tiles. I was supposed to receive a follow up call so that we could arrange for the tiles to be replaced, but I never received a call back. I followed up with an email April 23 to “[email protected],” but once again I did not get a reply. I have also attached this for reference. The lack of response is a recurring trend, and I have reached out more times than should be necessary. The email from the Revdex.com from the business is the first time that I have received a response from Metro Flooring since my install date. Because of the apparent resistance there is from the business, I am hesitant to call again because I fear that there will once again not be a response to my issues. I stand behind my first statement in requesting a refund and I would like all future correspondence to be in writing through the Revdex.com so that I am ensured a response. Regards,[redacted]