The Home Service Store, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Pursuant to my earlier emails, all of the proof and eyewitness accounts were provided by myself and several individuals on my job site to verify the negligence and mishandling of the hard wood flooring that the personnel from All Wood Flooring, a subcontractor of HSS committed in the commission of removing and stealing square feet of exotic hard wood flooring material from my job site.It did NOT take months between delivery of the material and firing AWF and HSS for their gross negligence. At that time, we counted the material before anyone else touched it and the new contractor reported the missing material to me and I reported it to HSS immediately. I then and throughout this process provided numerous facts in this case and HSS continues to deny liability while making numerous misrepresentations of the true facts in this case.Revdex.com, I need for you to hold HSS, who is the installation network for AWF, accountable for their horrible actions with the timely resolution that I requested by refunding me the money for the missing material.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I need to REJECT the business response As a customer service representative contacted me, I told her I would accept an offer to refund the installation, but I said "I need the full amount of the flooring refunded as well" The person basically told me they are only responsible for the installation They sent me a form with only the amount of installation offered A follow up phone call to the flooring company and they said this company IS responsible for the flooring, and they are the ones holding our *** warranty Although I have asked for the warranty, this is not being given to me either They will only refund the installer fee, and only IF I release them of all responsibility
Regards,
*** ***

The installer agreed to provide the customer a refund of $640.00, which was accepted by the customer.Attached is a copy of the signed agreement from the customer acknowledging the refund

The customer filed a complaint regarding the installation which was investigated by the Customer Solutions team at The Home Service StoreAfter a 3rd party inspection was done it concluded the issues the customer was experiencing were caused by the home and the customerThe customer completed his
own caulking which was applied incorrectly and due the home settling, the grout has cracked.The contractor has offered to repair the issues at a discounted rate of $This was offer was given to the customer on December 9th, the day before his Revdex.com complaint was filed.The customers issue has not been on going since May as he did not open a complaint with The Home Service Store until October 20, If the customer would like to pay *** *** to complete the repairs he can contact the installer directly or call The Home Service Store to direct connect.A copy of the inspection report that was provided to the customer is attached

HSS received the customers complaint and has been diligently working to resolve the issuesThe customers completion work was scheduled for Saturday and the floor was completed however there was damage done to the customers homeHSS reaches out to the customer everyday to discuss the claim and try to work with their schedules to coordinate the necessary work to resolve all aspects of the jobA message has been left with the customer today to call back and confirm a time for the assessment so HSS can receive a quote for the work to be done

IME has been in communication with the customer who has requested a third party inspector visit the home to assess the installationIME and the contractor have agreed to this and the inspection is scheduled for January 6thOnce IME receives the inspection report we will review and get back to both
the customer and contractor to discuss a resolution to the claim

Revdex.com:
I have reviewed the response submitted by the home store. I believe that this was not the cause of myself. It was flawed contractors  business and have determined that theresponse does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

The customer has a few cracked tiles in her bathroom that she claims were cracked during installation. Amec contracting went to the home and assessed the broken tiles and indicated that due to the way the crack is forming it was not during installation but something was dropped on the tile. HSS...

followed up with the customer on the 20th to see if she had spoken with Amec regarding a repair and she advised she had not heard from them. I reached out to Amec and left a message requesting they contact her to discuss further.The cause of the customers concern is not installation and should not be marked against HSS or the affiliate.

To Whom It May Concern, Due to the termination of the contract between the customer and AWF, two months passed between the date of delivery to installation and the number of unaccounted contractors/people in the home HSS cannot be held liable for the missing material. The customer hasn’t provided the requested proof of evidence showing AWF was the party that took the material off the jobsite making the installation unable to be completed. We cannot falsly accuse another party of theft with no clear evidence. HSS is very sorry that the customer is experiencing this inconvenience, unfortunately we are not able to help him further.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. We do not accept this as a resolution as nothing has been resolved.  Finally after 2 weeks HSS does respond to us daily but with no information or resolve.  [redacted] and [redacted] have offered for a 3rd installer to come to our home to quote out the repairs and fix the floors yet the installer cannot do it on Sunday when we are available.  I was told by [redacted] that I would not have to take any more time off from work to resolve this issue and that HSS would work within our schedules.  We have already taken time off from work at very specific times to have our floors done and had not planned anymore time since we are very busy people and we travel.  This has turned into a inconvenience for us because the 2 installers that were hired by HSS did not do their jobs correctly.  We hired this job out to "professionals" so that the job would be done and done correctly so that we could get on with our lives and not deal with this drama.  We chose the last week of January to have our floor installed because the next 3 months we are traveling.  We want to be reimbursed for both jobs since there were issues with both installers and the inconvenience of now dealing with all of this drama.  We are also now receiving emails and calls from the 2nd installer because his money is being held and he "has no money to put gas in his truck to get to his next job."  We paid our bills in full with the [redacted] credit card so I am unsure why this becomes our problem.  We did not hire the installer and have no control over him being paid by the HSS.  The installer should not even be contacted us regarding his payments. The total of our 2 jobs came to $6428.27.  We are requesting to be fully reimbursed for both jobs plus additional money for the inconvenience of dealing with all the drama/ frustration that has ensued.  We have a broken cabinet that needs to be fixed or replaced and flooring that was installed wrong and needs to be fixed.  If granted this resolve we can get two or three quotes from contractors of our choosing to give us estimates for the additional amounts to fix our floors.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The response by HSS makes it seem like I am not only delusional, but also that there is something physically wrong with my home. Please find the facts below which the responder has ignored:1. THE SUBFLOOR ISN’T FLAT!!!! Page four of the inspection report: “The floor being out of flatness will cause the type of gap observed with this installation.” I don’t understand why they arestill bullying me when the expert they hired had this finding.2. HSS hired the inspector to come to my home and inspect the job that was done after [redacted] refused to fix the gap in my floor and every contractor I had come in to bid the repair stated that there was an installation error. 3. I have never been offered a proposal for how to fix the floor despite my begging for a solution for the last 6 months. I have not been in direct contact with the installer since December 2014. Most recently on May 27, 2015 at 3:17pm [redacted] sent me an email stating “I just hung up with [redacted] and he advised he will be having [redacted] of his office send me over a written proposal. I will forward it to you once I receive it.” 4. The inspection report quotes the manufacture guidelines. (See inspection report.) It states that the humidity in the home is not kept in a controlled environment. The report DOES NOT say this was the cause of the gapping. It does state the humidity levels in the boards are average. Only HSS and [redacted] claim the humidity issue is the cause of the gapping. Being told I need to replace the HVAC system in myhome before an installation error can be resolved is unreasonable especially if there is no evidence that humidity levels have caused a problem.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The inspector left a message on 5/22. I have called the inspector twice to schedule his visit: I called the afternoon of 5/22 and this morning, 5/27. I still have not received a return phone call from this inspector. The bigger issue is my having to pay more money for a poor installation after purchasing $20K worth of flooring. The inspection is only the first step and does not rectify the problem. I want my flooring issues to be CORRECTLY resolved and with no more additional cost to me. I have already dedicated too much time arguing back and forth with various Home Store employees, dealing with 2 different companies that provided radically different descriptions of the floor problems, and being unable to enjoy my home. The Home Service Store warranty explicitly guarantees poor workmanship. I expect the HSS to stand by the warranty and resolve the floor issues immediately. Not months from now.
Regards,
[redacted]

We have been working with Mrs. [redacted] regarding her concerns with the product and installation and she has accepted the offer to refund her installation monies made as settlement. She will received a release to sign and return so the refund can be processed back to her original form of payment.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Revdex.com Et All,The response by HSS is not only rejected by me as the unfortunate former customer of theirs but I want to start by stating that the response is also FULL of inaccuracies, false statements and bad assumptions that mischaracterized what actually happened in this situation.First of all, I initially contacted HSS as the "National Install Network" for [redacted] who subcontracted the work and forwarded me to [redacted] as the local installer in my area and HSS assured me that [redacted] would be able to handle a job of this complexity and magnitude. That turned out to be a horrible mistake on their part given the series of issues (mishandling product, poor/no communication, couldn't match the stain, incompetent installers, no product knowledge, etc etc) that I experienced with both [redacted] and HSS on this job. Starting with how they received and unloaded the material which was a service that was part of the $19k contract agreement that I signed with [redacted]. Please see the attached picture of the junk pile of hardwood that [redacted] left in my garage. I need to remind you that this is $50K of hard wood flooring that was thrown in my garage. If you read the HSS response, they just stated that it was "not stacked neatly" but the picture tells the true story and I shared it with Kristin McLaughlin at HSS in addition to everyone at [redacted].The next statement about me not liking that [redacted] subcontracts to other installation companies is COMPLETELY false because I didn't even know that they did in fact contract with another company and that further increases their liability, given the number of extra contractors that handled the material. Also, as for their $250 incovenience check on a $19k contract to install $50k worth of hard wood flooring, I didn't even cash that pitiful check for over 2 months until today to give it to the new installer; because it was shameful of how HSS has handled this situation. So, the bottom line is that I fired [redacted] and ended the contract for all of the issues that I mentioned above and others that I didn't mention. It took me a few weeks but I was fortunate enough to find and hire a new installer who is the absolute best! Next, I will comment on what HSS mentioned about the stolen hard wood flooring. HSS stated that they "confirmed with [redacted]'s driver that he did put the material in the garage and signed off on the bill of lading that all materials were unloaded from the truck into the customers garage." Again, this statement is only partially true and primarily false. Yes HSS asked the same driver who unloaded the semi truck of wood flooring into HIS VAN, then drove down the road about 60 yards and threw it in the garage. Why would this driver tell the truth about the stolen hardwood that he handled and signed for when he was the SAME person that threw it in a junk pile of wood in the garage?   It doesn't make sense and the liability is obvious!Secondly, I have 5 witnesses on my job site that saw this driver unload the wood flooring into his van and he did NOT count the material to ensure that it was all accounted for when he threw it into my garage as was stated above. I did NOT tell HSS that these tradesmen saw this driver or the second set of [redacted] people put ALL of the material in my garage or in my house. In fact, 400 sq ft was stolen out of 3,000 sq ft of hard wood flooring for the total job. The [redacted] driver didn't count the material when he offloaded the 18 wheeler and put it into his van and I have witneses to that fact. He mishandled the material and I have witnesses to that fact. The second set of [redacted] guys didn't count the material when they moved it from the garage to the house and I have witnesses to that fact. Ultimately and as I mentioned in my previous complaint, there was over $250k worth of material and product in the house when this 400 sq ft of hardwood was stolen. NOT one small piece of [redacted] or Italian Travertine or Spanish Slate or Subzero/Wolf appliances or [redacted] finished plumbing products, etc was stolen from the property in the last 13 months of construction. The only thing that has ever been stolen was 400 sq ft of hard wood flooring that the people from [redacted] as part of HSS' installer network was responsible for and handled.Last but not least, HSS stated that the new wood floor installer that I procured or the general contractor "didn't confirm the amount of material prior to starting the install and that 'they' couldn't speak to how the floor was being installed and how much waste the new flooring installer had." Again that statement has several false statements inside of it. First of all, my new installer along with the general contractor DID count the material when the new installer took over the job. That's when they noticed the shortage and I immediately called HSS to highlight the issue. I told my new installer to start installing the floors in the meantime because I thought for certain that HSS would resolve the problem. Secondly, my new installer kept all of the waste which was held to a minimum (only 3%) and well below industry average in order provide it as evidence. Last but not least, when addressing "how it was installed", my new installer is one of the TOP flooring companies in Southern Virginia. He routinely works on $5 million homes here in [redacted], VA and is in demand so much that he has a 7 month backlog for installation projects. He has already installed almost 2600 sq ft of material in my house and it is absolutely FLAWLESS!!! In conclusion, it's obvious that HSS is trying to remove itself from any liability in this situation and that was evident in my last conversation with Kristin McLaughlin as the representative for HSS. But the fact remains that they are jointly and severally liable along with [redacted] for the 400 sq ft of stolen hard wood flooring material that their employees or representatives took from my job site.Revdex.com, please hold them accountable by refunding me the cost of the stolen hard wood flooring and broadcasting the issue to potential new customers of their business practices so they won't use this sham of a installation network.  Regards,
[redacted]

Ms. [redacted] and [redacted] have agreed the amount of $150.00 will be refunded to Ms. [redacted] and the remaining balance on the account will be waived. There will be no further obligation on behalf of either party to the installation contract. Attached is a copy of the signed...

agreement executed by Ms. [redacted] agreeing to the resolution within.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. My legal counsel has advised to pay the bill due to the small amount due and then they will proceed with the document supplied as my sign off, that is not my signature.  I was NEVER supplied documentation that states the sink is not reinstalled after it is taken out.  All that was sent to me on 3/8 was the original estimate, nowhere in this estimate does it state anything about the sink.  In other emails with [redacted] at [redacted], Home Services it was stated that they offered to put the sink back in as a courtesy, no such offer was ever made.  Since all of this is now in email/written form I have what I need to proceed legally.I have emailed the contact at installation [redacted], with two times in which they can call to collect payment.  I will not be calling them as I have called multiple times only to be told they received no message.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the...

response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The customer has agreed to allow The Home Service Store to order a 3rd party inspection on the floor. The inspection was ordered on May 14th and the customer was contacted on the 22nd requetsing a call back to schedule. This investigation is on going and cannot be resolved until the results of the...

inspection report are provided.

An inspection was ordered on Mr. [redacted]'s floor and installation issues were found. The installer has made an offer to repair the installation related issues however, Mr. [redacted] is not allowing them to complete an approved repair by replacing the boards with face checks. An issue was also found...

within the home, and the floor is not being properly maintained by the homeowner and it was found that the gapping was a result of environmental changes within the home since the installation was completed. Mr. [redacted] also expressed concerns with the inspection report, which have been sent back to the inspection company for review and their response is pending. The customer has been advised of this as well.

The customer has an issue within the home that is affecting the flooring that needs to be addressed. The installation related concern that was found can also be addressed but will not solve the overall issue. The customer has a written report from a 3rd party inspector explaining this however, the...

customer does not believe the report and will not make positive changes to the homes environment. The installer will be drafting and sending a proposal to the customer if he has not already done so. The problem cannot be resolved until the customer takes some ownership in the issue and makes the necessary changes to the homes environment.