The Flooring Gallery, LLC

In response to complaint # [redacted] for services performed in May of for Yuba City [redacted] we would like to clarify and conclude the ongoing issue with this customerOn May 12, we initially went out to diagnose the customer’s dryer upon arrival our technician found that the unit needed the belt, idler and rollers replacedUpon approval of the estimate we ordered the parts and returned on May 18, to install the partsWhile performing the installation of parts our technician found that we had been sent the incorrect belt therefore we did not install the belt, the technician also noted at that time the belt would not need to be replaced due to it being in fair condition On May 19, we closed out the invoice and billed the customer On May 27, we scheduled another appointment due to the customers complaint that they were still having issues with the dryer our technician fully ran and tested the unit and found no problems at that time.In June the customer contacted us regarding their invoice and their complaints with the service receivedThe customer was questioning why they were being billed for a belt that was not installedUpon the customers inquiries we found that there had been a clerical error in billing and the customer had been billed by mistake for the belt we acknowledged the error and notified the customer that we would be correcting it immediatelyThe part was then credited, but the customer was still unhappy with the service and said they had already called another company to service their dryer and felt as though they should not be billed for the services that we had already performedThe second company told the customer that we had not installed any new parts due to the belt being old and cracked and due to the rollers not being lubedBut as we previously stated and as you can see from the attached work orders it does state that the belt was indeed NOT installedAs for the rollers we do not lubricate the rollers first of all because the rollers already come pre-lubricated from the manufacture and do not require additional lubrication and second as a safety precaution due to the fact that when lubricating rollers you run the risk of having lint build up which could potentially be a fire hazard We understand that the customer had an unfortunate experience due to the clerical billing error and was inconvenienced by not having a functioning applianceBut we also feel as though we were not given a fair opportunity to fully satisfy our customerOur company has a day warranty policy on parts and labor for our services, had Yuba City [redacted] given us the opportunity to satisfy their repairs needs we would have been more than happy to do so.At this point we wish to cut all business ties with Yuba City [redacted] due to the fact that this is not the first service issue that we have had with them, in we credited them for services performed in which they again had complaints of being unhappy with our services.I would like to thank you for your time and attention and ask that you keep us posted in the progress of this complaintIf Yuba City [redacted] will not be paying their balance due to us please notify us as soon as possible so we can bad debt the amount due.Thank you, [redacted] Bookkeeper McNally Appliance/Mac's Appliance Parts & Service Inc[redacted] ***Ph [redacted] Fax [redacted]

Hello ***,Thank you for your inquiry regarding the complaintTo clarify, my name is *** *** and I am the smallbusiness owner of *** *** which DBA’s as *** *** *** *** ***is a hair salon in Yuba City where we had the issues with McNally’s repairman.My good friend, ***,
also helps at the salon as a handymanHe helps withservice calls and other like items*** first initiated communication withMcNally’s but always reported back to me about the issuesIt wasn’t until laterthat I myself started communicating with McNally’s as the problem progressedSincethe issue, I have first called them and thought the matter was resolved.Unfortunately, after the phone call, they have continued to send statements tothe Yuba City StoreBecause of this, I wrote them letters and have received nocommunication other than automatic reprinted statementsAttached is the original invoice as well as all otherautomatic invoices sent to me since the issuePlease let me know if you have any other questions or clarifications.*** ***

In response to complaint #[redacted] for services performed in May of 2015 for Yuba City [redacted] we would like to clarify and conclude the ongoing issue with this customer. On May 12, 2015 we initially went out to diagnose the customer’s dryer upon arrival our technician found that the unit needed the belt, idler and rollers replaced. Upon approval of the estimate we ordered the parts and returned on May 18, 2015 to install the parts. While performing the installation of parts our technician found that we had been sent the incorrect belt therefore we did not install the belt, the technician also noted at that time the belt would not need to be replaced due to it being in fair condition.  On May 19, 2015 we closed out the invoice and billed the customer.  On May 27, 2015 we scheduled another appointment due to the customers complaint that they were still having issues with the dryer our technician fully ran and tested the unit and found no problems at that time.In June 2015 the customer contacted us regarding their invoice and their complaints with the service received. The customer was questioning why they were being billed for a belt that was not installed. Upon the customers inquiries we found that there had been a clerical error in billing and the customer had been billed by mistake for the belt we acknowledged the error and notified the customer that we would be correcting it immediately. The part was then credited, but the customer was still unhappy with the service and said they had already called another company to service their dryer and felt as though they should not be billed for the services that we had already performed. The second company told the customer that we had not installed any new parts due to the belt being old and cracked and due to the rollers not being lubed. But as we previously stated and as you can see from the attached work orders it does state that the belt was indeed NOT installed. As for the rollers we do not lubricate the rollers first of all because the rollers already come pre-lubricated from the manufacture and do not require additional lubrication and second as a safety precaution due to the fact that when lubricating rollers you run the risk of having lint build up which could potentially be a fire hazard.  We understand that the customer had an unfortunate experience due to the clerical billing error and was inconvenienced by not having a functioning appliance. But we also feel as though we were not given a fair opportunity to fully satisfy our customer. Our company has a 90 day warranty policy on parts and labor for our services, had Yuba City [redacted] given us the opportunity to satisfy their repairs needs we would have been more than happy to do so.At this point we wish to cut all business ties with Yuba City [redacted] due to the fact that this is not the first service issue that we have had with them, in 2010 we credited them for services performed in which they again had complaints of being unhappy with our services.I would like to thank you for your time and attention and ask that you keep us posted in the progress of this complaint. If Yuba City [redacted] will not be paying their balance due to us please notify us as soon as possible so we can bad debt the amount due.Thank you,[redacted] Bookkeeper McNally Appliance/Mac's Appliance Parts & Service Inc.[redacted]Ph.   [redacted]Fax. [redacted]