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Revdex.com ResponseArizona Home Floors LLCComplaint # 1[redacted]October 25, 2017By way of background, we provide tile and other flooring removal. Our specific niche is “dust free”removal. Typically, flooring removal creates thick dust and fine debris in addition to the piles ofremoved flooring. The...

fine debris and dust are a natural by-product of the removal process. Our dustfreeprocess eliminates the fine dust and debris, leaving only the piles of flooring. That process ispossible due to expensive equipment. As a result, we are not the least expensive floor removalcompany, but we are the cleanest.Because we do not install flooring, only remove it, we are most often hired by a contractor or designerin charge of the floor replacement or full remodel. As such, the general contractor, designer orcontractor supplying the replacement flooring provides measurements for the work area.Simultaneously with beginning work, we take precise measurements down to 1/1000th of a squarefoot. When no other professional is involved, the company will make a pre-work visit to the worksiteto take measurements for a fee of $150.00.The complainant called us for removal of various flooring surfaces in a home she was not living inbut had recently bought to remodel. One of our representatives explained our removal process anddiscussed pricing and the size of the area for flooring removal. The complainant responded that sheis a professional interior designer. She wanted the removal done soon and was very pleased to sendher own measurements in order to take the earliest available appointment (as opposed to an initialappointment only to measure). The employee reviewed with her the price per square foot for eachtype of flooring to be removed and explained that if other surfaces are underneath, that we will chargefor removal of that layer as well. She responded with understanding and commented that there are“always surprises” on jobs. He also explained the importance of her measurements being correct. Hefurther explained that their crew will confirm the square footage the day of the work and that anyadditions to the square footage will adjust the price according to the price per foot, as stated in thecontract. She responded that she understood all of that.On the scheduled day, AZF began removal and simultaneously began measurements and investigatedthe sub-surface flooring. For example, in some older homes tile floors were installed on top oflinoleum, and the linoleum and glue underneath must be removed before any new flooring installed.The measurement and sub-floor investigation takes approximately an hour. Our crew member takingthose measurements immediately provided the numbers and sub-floor information to our office tocreate the final cost. (The dimensions for each room, hallyway, etc of the house were entered into aspreadsheet to determine total square footage and price.) Preparing a detailed pricing sheet to calculatethe total work cost takes approximately an hour.Once the detailed sheet was completed, we realized the complainant’s measurements were off byalmost 40%.We have never experienced that wide a discrepancy by another professional. The only explanation wecan conceive is that the complainant guessed instead of actually measuring. In any event, uponreceiving the square footages back from the office, a member of our crew immediately called thecomplainant to relay to her the actual square footage of the flooring being removed and provide thecorresponding total job cost. Note that our crew started working immediately – simultaneously withthe measurements and sub-flooring investigation – because we were provided professionalmeasurements. If customer hires us to perform measurements, we do that on a separate day for a $150charge. Up to the time that our crew called the complainant to relay the actual square footage of thework area, we had performed approximately $2,000 worth of work.The complainant said she did not want to pay for the actual total. She was previously aware of thecost per foot but was dissatisfied with the total. Instead she elected to cancel the job and pay the“minimum” charge for having scheduled AZF, its crew and equipment for the day and the work doneto that point. She “cancelled” the job and we loaded our equipment and left the property. Thecomplainant signed a “Customer Acceptance”, which is attached, and she wrote at the bottom “Leftas is. Cancelled by customer.” She, however, never paid the minimum charge.We would not have been comfortable staying to move the piles of flooring already removed or replacethe toilets after she cancelled. We have, however, contacted her multiple times since leaving theproperty, by voicemail, email and text, to offer to return and remove the flooring piles and replace thetoilets. She does, however need to pay the cost for our work. To date the only payment we havereceived is $619.50, $1,400 less than the value she has already received and $2,400 less than she owedunder her contract.With regard to the complainant’s comments about customer service, please note that each companyrepresentative spoke to her politely and professionally. Our inbound call line records each call. Ifhelpful we can provide these recordings to the Revdex.com.The substance of this complaint offends logic. She received far more value than she paid for and willnot return our calls for payment or job completion. She caused a big problem by failing to take anymeasurements or even roughly accurate measurements. We relied on the measurements she provided.Importantly, she has never contacted us to request any cleanup or additional work.We are happy to provide any additional detail that may be helpful.

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