Tompkins Garage Autobody Inc.

Initial Business Response /* (1000, 5, 2015/11/02) */
Pursuant to a claim filed by you with the Revdex.com on October 27th, 2015, please note the following:
We have attempted to reach you via telephone numerous times @ (XXX) XXX-XXXX to resolve this issue, and you have failed to pick up or replyThis
is the only phone number you had provided T *** Construction
In reference to your last e-mail of October 19th, please note we have spoken with *** ***, your hardwood floor inspectorHe specifically stated at this time during a minute discussion with us, that he stated again specifically, not to have all the newly installed wood ripped out, but rather to "sand and refinish square feet of the new and existing flooring"*** went on to say that "15-pieces of hardwood in the entryway could be removed and replaced and blended in with the existing hardwood*** felt this was the best resolution to correct the concern
We emphasized to *** what we had offered you to provide a solution, which was sanding and refinishing square feet @ $per square feet, for a total of $2,
In addition, as *** recommended to us, 15-boards of new wood should be blended in with the older section to obtain a proper match and transitionThe proper price to complete this revision of the 15-boards would be hours at $per hour, plus the actual cost of the wood provided by European Hardwood, which would cost approximately $
Now to resolve this dispute thoroughly, and mainly based upon the professional opinion of your expert *** ***, we are offering a final solution:
1) European Hardwood will provide a check for you in the amount of $2,This offer from them is nearly twice as much as they offered previouslyThe owner of European Hardwood, ***, also stated that this is his final offer, and he will not return to your home to sand and refinish or replace boards, because he feels that your requests are unreasonable, and your expectations can not be met
2) T *** Construction will again waive the balance owed to us per our contract, in the amount of $1,
This total amount to you of $3,is more than sufficient to resand, re-finish, and recoat, the square of hardwood flooring, and replace 15-boards of new flooring
We have reached out to the Contractors State Licence Board, who allows contractors to return to a job to rectify a problem and fix the complaint
With the total rebate of $3,500, this is more than a sufficient amount to correct the problem per your satisfaction, and to the recommendation of your expert, *** ***As you have stated previously, you do not want European Hardwood performing the work, and this gives you the opportunity to seek another professional of your choosing to complete to your satisfaction
This is our final generous offer to resolve this complaintPlease advise us if this is acceptable, and we will coordinate with European Hardwood to provide you their check of $2,T *** Construction will provide you a final statement, waiving the balance owed by you of $1,500, and concluding our business with you
*** ***
T *** Construction
License # XXXXXX
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good evening,
Regarding Revdex.com Complaint Activity Case # XXXXXXXX:
My telephone number is XXX XXX XXXXI received one call from *** on October 19th; I called him back but he did not pick upI did not receive any further calls nor voicemails from ***; neither did the person at XXX XXX XXXXI called that phone number to ascertain whether or not attempts had been made to call that numberThe woman I spoke to looked back over the past month of calls and did not come up with any from ***Also, at the beginning of the project, I provided *** with both my cell phone and ***'s cell phone numbersI watched as he wrote them in his notebookIf he couldn't reach me, he could have called ***'s cell phoneAdditionally, my phone number is on our contract with T *** Construction
Because your conversation with *** *** did not sound like anything we had discussed with ***, nor was it something that he included in his hardwood inspection summary (see attached), we opted to call *** and do a fact checkHe did not receive a copy of your email because you CC'ed him at an incorrect address (***@yahoo.com)We took the liberty to send your email to him at the correct address (***@yahoo.com) so that he could see what you had written and quoted himAfter *** reviewed your email, he was disappointed that you misinterpreted the lengthy conversationHe said that "it would be foolish" for him to say that all that was needed was to replace 15-boards in addition to the sanding and refinishingThe entryway has many more boards than that and there is another seam in the hallway outside of the bedroomsAll have multiple areas with seam issuesHe reaffirmed to us that the flooring needs to be blendedThat is, new hardwood needs to be pieced in with oldThat was not doneHe also did not legally advise you on the best corrective action for this problem; his position is not to offer advice or resolve the problem but to explain his findingsSo, it seems that there is quite a discrepancy between what you are claiming *** *** told you and *** versus what he recollects from the conversation
Regarding European Hardwood's comment that: "your requests are unreasonable, and your expectations can not be met": We have been provided with a copy of the standards of the National Wood Flooring Association (NWFA)The work done by European Hardwoods fails to meet the minimum standards of the NWFA; these failings were noted in *** ***'s summary and you went over them with him at least once during your phone conversation with himI do not find it unreasonable to expect a company to meet minimum standards in their own field of work
Please provide references as to the industry standard of $per square foot; how many coats of sealant does this entail? We paid $to have the floors sanded and coated with two coatsWe then paid an additional $for a third coatIn total, we paid $to have our floors sanded and coated with three coats of sealant (see attached T *** contract)Based on square feet, that leaves us at $per square foot; this is well above the industry standard in your rebateFor example, we were billed at $to sand and refinish the hardwood in our office, a room that is square feetThat alone would be $6.99/sqft for two coats of sealant (and remember that we paid extra for a third coat)That extra coat of sealant was $or $2.50/sqftThe office alone cost $9.49/sqft to only sand and refinishPlease explain why your rebate is $3/sqft to sand and finish with coats when you were charging me $2.50/sqft to put down just one coat and up to $9.49/sqft to do the entire job? If the going rate is $3/sqft to sand and refinish, then we should have been billed at that rateOur contract certainly does not reflect such a price
We are requesting that all monies paid for hardwood flooring be returned to us: $To get our floors properly done, it will take more than weaving in 15-boards and sanding and refinishingBoards will need to be weaved in throughout all rooms to color match the new wood to old wood, and seams will need to be redone in the hallway and entryway, all boards will need to be renailed and everything will need to be re-sanded and refinished (while we are displaced from our home again for three days)
Also, we have not been able to use our shower as the grout has crackedYou came back to fix some cracks in the floor pan as part of the punch list but the entire floor pan where the wall meets the floor is cracking as well as along the outside of the shower where the glass shower tile buts with the tile floor (see photos)This needs to be fixed, as you had claimed a ten year warranty on your workWe would love to use our shower at some point, but cannot do so given the state of the grout
In addition, we have not resolved the baseboard issue where you used the wrong paint on the baseboards(see attached photos)
Let us know how you wish to proceed
Best Regards,
*** and *** ***
Final Business Response /* (4000, 9, 2015/11/16) */
Dear MsSingleton of the Revdex.com (regarding B.B.BComplaint Activity Case # XXXXXXXX), and *** A*** of The Contractors State License Board (regarding File No: N A XXXX XXXXXX),
This is a follow up in regards to my customer, *** ***'s complaint about his hardwood flooringI have reached out to my sub-contractor, who installed the flooring, as well as *** mattingly, (Certified Wood Flooring Inspector), to meet a.S.A.Pat the *** home to take care of them and their flooring issuesWe are waiting to hear from *** *** and the ***'s to see what date-time works for allHopefully, we will solve the flooring issues togetherWe will keep you updated on our progressSincerely, *** *** of T.*** ConstructionLicense #XXXXXX
Final Consumer Response /* (4200, 11, 2015/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello to all,
We are okay with everyone meeting at our house to go over the details of
what it would take to bring the flooring portion of this project to
completionWe will be available 11/23, 11/24, 11/25, 11/30, 12/2, 12/at
pmPlease let us know what days work well for everyone
Throughout this process, we have felt that *** and *** have been
anything but eager to take care of our flooring issuesT ***
Construction was thrilled with the final product just weeks ago, which is
why we had to escalate mattersWe are glad that you are now eager to bring
this flooring fiasco to a closure that will meet the needs of your client
Our lives have been disrupted for long enough, and we are eager to put this
messy chapter behind us
To be clear regarding the meeting at our home, *** is only welcome here
to listen to what *** has to say; we feel that European Hardwoods had two
opportunities to make this right, and do not believe the company is a good
fit for this job when it is fixed in the futureThis meeting is to
facilitate an understanding as to the amount of time, materials and labor
needed to meet the basic standards set by the National Hardwood Flooring
Association and the paying client*** will not be discussing pricing, as
this will need to be quoted from a suitable outside vendor
And lastly, to ***- thank you for going above and beyond to work with all
of us in this matterI know that you have put much time and effort into
phone calls with all parties and we greatly appreciate it
Kind Regards,
*** and *** ***

Initial Business Response /* (1000, 5, 2015/11/02) */
Pursuant to a claim filed by you with the Revdex.com on October 27th, 2015, please note the following:
We have attempted to reach you via telephone numerous times @ (XXX) XXX-XXXX to resolve this issue, and you have failed to pick up or...

reply. This is the only phone number you had provided T [redacted] Construction.
In reference to your last e-mail of October 19th, please note we have spoken with [redacted], your hardwood floor inspector. He specifically stated at this time during a 55 minute discussion with us, that he stated again specifically, not to have all the newly installed wood ripped out, but rather to "sand and refinish 840 square feet of the new and existing flooring". [redacted] went on to say that "15-17 pieces of hardwood in the entryway could be removed and replaced and blended in with the existing hardwood. [redacted] felt this was the best resolution to correct the concern.
We emphasized to [redacted] what we had offered you to provide a solution, which was sanding and refinishing 840 square feet @ $3.00 per square feet, for a total of $2,520.
In addition, as [redacted] recommended to us, 15-17 boards of new wood should be blended in with the older section to obtain a proper match and transition. The proper price to complete this revision of the 15-17 boards would be 3 hours at $90 per hour, plus the actual cost of the wood provided by European Hardwood, which would cost approximately $100.
Now to resolve this dispute thoroughly, and mainly based upon the professional opinion of your expert [redacted], we are offering a final solution:
1) European Hardwood will provide a check for you in the amount of $2,000. This offer from them is nearly twice as much as they offered previously. The owner of European Hardwood, [redacted], also stated that this is his final offer, and he will not return to your home to sand and refinish or replace boards, because he feels that your requests are unreasonable, and your expectations can not be met.
2) T [redacted] Construction will again waive the balance owed to us per our contract, in the amount of $1,500.
This total amount to you of $3,500 is more than sufficient to resand, re-finish, and recoat, the 840 square of hardwood flooring, and replace 15-17 boards of new flooring.
We have reached out to the Contractors State Licence Board, who allows contractors to return to a job to rectify a problem and fix the complaint.
With the total rebate of $3,500, this is more than a sufficient amount to correct the problem per your satisfaction, and to the recommendation of your expert, [redacted]. As you have stated previously, you do not want European Hardwood performing the work, and this gives you the opportunity to seek another professional of your choosing to complete to your satisfaction.
This is our final generous offer to resolve this complaint. Please advise us if this is acceptable, and we will coordinate with European Hardwood to provide you their check of $2,000. T [redacted] Construction will provide you a final statement, waiving the balance owed by you of $1,500, and concluding our business with you.
[redacted]
T [redacted] Construction
License # XXXXXX
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good evening,
Regarding Revdex.com Complaint Activity Case # XXXXXXXX:
My telephone number is XXX XXX XXXX. I received one call from [redacted] on October 19th; I called him back but he did not pick up. I did not receive any further calls nor voicemails from [redacted]; neither did the person at XXX XXX XXXX. I called that phone number to ascertain whether or not attempts had been made to call that number. The woman I spoke to looked back over the past month of calls and did not come up with any from [redacted]. Also, at the beginning of the project, I provided [redacted] with both my cell phone and [redacted]'s cell phone numbers. I watched as he wrote them in his notebook. If he couldn't reach me, he could have called [redacted]'s cell phone. Additionally, my phone number is on our contract with T [redacted] Construction.
Because your conversation with [redacted] did not sound like anything we had discussed with [redacted], nor was it something that he included in his hardwood inspection summary (see attached), we opted to call [redacted] and do a fact check. He did not receive a copy of your email because you CC'ed him at an incorrect address ([redacted]@yahoo.com). We took the liberty to send your email to him at the correct address ([redacted]@yahoo.com) so that he could see what you had written and quoted him. After [redacted] reviewed your email, he was disappointed that you misinterpreted the lengthy conversation. He said that "it would be foolish" for him to say that all that was needed was to replace 15-17 boards in addition to the sanding and refinishing. The entryway has many more boards than that and there is another seam in the hallway outside of the bedrooms. All have multiple areas with seam issues. He reaffirmed to us that the flooring needs to be blended. That is, new hardwood needs to be pieced in with old. That was not done. He also did not legally advise you on the best corrective action for this problem; his position is not to offer advice or resolve the problem but to explain his findings. So, it seems that there is quite a discrepancy between what you are claiming [redacted] told you and [redacted] versus what he recollects from the conversation.
Regarding European Hardwood's comment that: "your requests are unreasonable, and your expectations can not be met": We have been provided with a copy of the standards of the National Wood Flooring Association (NWFA). The work done by European Hardwoods fails to meet the minimum standards of the NWFA; these failings were noted in [redacted]'s summary and you went over them with him at least once during your phone conversation with him. I do not find it unreasonable to expect a company to meet minimum standards in their own field of work.
Please provide references as to the industry standard of $3 per square foot; how many coats of sealant does this entail? We paid $4720 to have the floors sanded and coated with two coats. We then paid an additional $1750 for a third coat. In total, we paid $6470 to have our floors sanded and coated with three coats of sealant (see attached T [redacted] contract). Based on 840 square feet, that leaves us at $7.70 per square foot; this is well above the industry standard in your rebate. For example, we were billed at $720 to sand and refinish the hardwood in our office, a room that is 103 square feet. That alone would be $6.99/sqft for two coats of sealant (and remember that we paid extra for a third coat). That extra coat of sealant was $1750 or $2.50/sqft. The office alone cost $9.49/sqft to only sand and refinish. Please explain why your rebate is $3/sqft to sand and finish with 3 coats when you were charging me $2.50/sqft to put down just one coat and up to $9.49/sqft to do the entire job? If the going rate is $3/sqft to sand and refinish, then we should have been billed at that rate. Our contract certainly does not reflect such a price.
We are requesting that all monies paid for hardwood flooring be returned to us: $7319.60. To get our floors properly done, it will take more than weaving in 15-17 boards and sanding and refinishing. Boards will need to be weaved in throughout all rooms to color match the new wood to old wood, and seams will need to be redone in the hallway and entryway, all boards will need to be renailed and everything will need to be re-sanded and refinished (while we are displaced from our home again for three days).
Also, we have not been able to use our shower as the grout has cracked. You came back to fix some cracks in the floor pan as part of the punch list but the entire floor pan where the wall meets the floor is cracking as well as along the outside of the shower where the glass shower tile buts with the tile floor (see photos). This needs to be fixed, as you had claimed a ten year warranty on your work. We would love to use our shower at some point, but cannot do so given the state of the grout.
In addition, we have not resolved the baseboard issue where you used the wrong paint on the baseboards. (see attached photos).
Let us know how you wish to proceed.
Best Regards,
[redacted] and [redacted]
Final Business Response /* (4000, 9, 2015/11/16) */
Dear Ms. Singleton of the Revdex.com (regarding B.B.B. Complaint Activity Case # XXXXXXXX), and [redacted] A. [redacted] of The Contractors State License Board (regarding File No: N A XXXX XXXXXX),
This is a follow up in regards to my customer, [redacted]'s complaint about his hardwood flooring. I have reached out to my sub-contractor, who installed the flooring, as well as [redacted] mattingly, (Certified Wood Flooring Inspector), to meet a.S.A.P. at the [redacted] home to take care of them and their flooring issues. We are waiting to hear from [redacted] and the [redacted]'s to see what date-time works for all. Hopefully, we will solve the flooring issues together. We will keep you updated on our progress. Sincerely, [redacted] of T.[redacted] Construction. License #XXXXXX.
Final Consumer Response /* (4200, 11, 2015/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello to all,
We are okay with everyone meeting at our house to go over the details of
what it would take to bring the flooring portion of this project to
completion. We will be available 11/23, 11/24, 11/25, 11/30, 12/2, 12/3 at
530 pm. Please let us know what days work well for everyone.
Throughout this process, we have felt that [redacted] and [redacted] have been
anything but eager to take care of our flooring issues. T [redacted]
Construction was thrilled with the final product just weeks ago, which is
why we had to escalate matters. We are glad that you are now eager to bring
this flooring fiasco to a closure that will meet the needs of your client.
Our lives have been disrupted for long enough, and we are eager to put this
messy chapter behind us.
To be clear regarding the meeting at our home, [redacted] is only welcome here
to listen to what [redacted] has to say; we feel that European Hardwoods had two
opportunities to make this right, and do not believe the company is a good
fit for this job when it is fixed in the future. This meeting is to
facilitate an understanding as to the amount of time, materials and labor
needed to meet the basic standards set by the National Hardwood Flooring
Association and the paying client. [redacted] will not be discussing pricing, as
this will need to be quoted from a suitable outside vendor.
And lastly, to [redacted]- thank you for going above and beyond to work with all
of us in this matter. I know that you have put much time and effort into
phone calls with all parties and we greatly appreciate it.
Kind Regards,
[redacted] and [redacted]