Topaz

May 26, 2015I spoke with the customer this morning and expressed my disappointment that their carpet install did not go as they had expectedThe salesperson had communicated to me that a customer was unhappy about a seam but until the complaint was filed with the Revdex.com I had no idea how unhappy they wereAs I told the customer, I wished they had reached out to me before filing the complaintAs a small business, we pride ourselves on being accessible to our customersAs the president and owner, I am one call away from any customerWhen I first called the customer this morning I got their voice mail and I had no problem giving my personal cell phone number as a way for them to call me backWhile I have a long-term employee telling me one thing and a customer telling me something else with no proof on either side, all I know for sure is that at the very least, there was a miscommunication and I am sorry for thisWe work with thousands of customers every year and with our locations and being in business for over years we have worked very hard to maintain our excellent reputation and A+ rating from the Revdex.comWe absolutely feel terrible when there is even one problemThe customer has requested a $refund or their carpet replacedI have offered them a $refund and expect this matter to be settled

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, although not completely true We DO have proof that the carpet was cut wrong The installer had the same diagram my husband drew for Javier with him the day of the install He knew immediately it was cut wrong, and phoned Javier to yell at him for the mistakeHe also knew we only wanted one seam Not a good idea to try to blame the customer when we have proof he is lying about what we wanted, and a witness to prove it Regards, [redacted]

The carpet was NOT "defective"It had a small crease which we tried to steam out once the customer let us knowThere is no waiting periodThe customer could have told us on day oneWe have offered to completely replace the carpet at no cost to the customer and give her $for the troubleThe
customer refused and told us she wanted to keep the carpet and wants all of her money backWe will gladly remove the carpet and refund her purchase once the carpet is removed

Dear Mr***,I am very sorry you did not receive proper responses in a timely matter to address your concernsI just spoke with Randy, our sales manager, and I promise he will be contacting you TODAY and he will set up a time when you are available to come to your home to look at your flooring
He has many years of experience and should be able to determine the cause of the dullnessIf it is defect in the flooring we will work hard on your behalf with the manufacturer to have your flooring replaced at no cost to youAgain, I apologize that you had to take this step but we look forward to working with you on an outcome that makes you happy

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although not completely true.  We DO have proof that the carpet was cut wrong.  The installer had the same diagram my husband drew for Javier with him the day of the install.  He knew immediately it was cut wrong, and phoned Javier to yell at him for the mistake. He also knew we only wanted one seam.  Not a good idea to try to blame the customer when we have proof he is lying about what we wanted, and a witness to prove it.
Regards,
 
[redacted]

May 26, 2015I spoke with the customer this morning and expressed my disappointment that their carpet install did not go as they had expected. The salesperson had communicated to me that a customer was unhappy about a seam but until the complaint was filed with the Revdex.com I had no idea how unhappy they...

were. As I told the customer, I wished they had reached out to me before filing the complaint. As a small business, we pride ourselves on being accessible to our customers. As the president and owner, I am one call away from any customer. When I first called the customer this morning I got their voice mail and I had no problem giving my personal cell phone number as a way for them to call me back. While I have a long-term employee telling me one thing and a customer telling me something else with no proof on either side, all I know for sure is that at the very least, there was a miscommunication and I am sorry for this. We work with thousands of customers every year and with our 6 locations and being in business for over 20 years we have worked very hard to maintain our excellent reputation and A+ rating from the Revdex.com. We absolutely feel terrible when there is even one problem. The customer has requested a $200.00 refund or their carpet replaced. I have offered them a $200.00 refund and expect this matter to be settled.

I truly do understand the frustration. You paid good money for flooring and yes, you should be able to walk on it and use furniture. I appreciate that you came to DCO and that you have had no issues with any of the other flooring. At this point, the claim with [redacted] has been re-opened at our insistence and we are working on your behalf to get it resolved. I have asked my office staff to contact their claims department to check on the status. As soon as we know anything we will immediately contact you. I know you have been waiting for satisfaction but I have to ask for just a little more time until we get their answer. One way or another, I want to see this resolved in a way that you would consider coming to us again and recommending us to friends and family.If someone has not gotten back to you by Monday, November 16th then please call me ([redacted]) at our [redacted] location at ###-###-####. Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

November 4, 2015I am very sorry to hear you are having a problem with your flooring. We sell well over 100,000 square feet of vinyl flooring every year and I this is not a common problem. We have worked with the manufacturer to resolve the complaint and although they denied the claim, we have asked...

them to re-open the complaint and have the flooring tested. Our sales manager spoke with the cus[redacted]er yesterday, before this Revdex.com complaint was filed, and told them we are waiting for the results from the manufacturer. If [redacted], the manufacturer, finds there is a problem with the flooring, we will absolutely get the flooring replaced at no cost to the cus[redacted]er. If the claim is denied once again, there is little we can do. Based on the cus[redacted]er's complaint, there is really no question that the dents are caused by their table and chairs. No flooring is indestructible. Even concrete can get scratched and chipped. I do want to address some specific items from the cus[redacted]er's complaint that I do not believe give full the picture. First, no one would ever say vinyl is more durable than laminate. Vinyl has come a long way since over the years and the wear layer that has been added makes it much tougher. But vinyl is relatively soft and laminate is a hard surface. Laminate is actually more expensive than vinyl and no sales person would ever steer a cus[redacted]er away from a higher price item to a lower price item. I have seen pictures of the flooring that was supplied by the cus[redacted]er and I do not see hundreds of dents. I have attached a sample picture of the cus[redacted]er's floor. We talked to with our [redacted] representative and they told us they do not provide us (the retailer) with information about use and care of the floor. According to [redacted], it is all available online. If [redacted] supplied it to us, we would certainly give it out. The cus[redacted]er admitted in the presence of 3 people that she put "hard buttons" on the bot[redacted] on her chairs. That was probably the worst thing she could have done. She later denied ever saying she put hard buttons on the bot[redacted] of her chairs. When she first came into the store the very first time to tell us about the problem she was advised to put felt on the bot[redacted] of her chairs. The cus[redacted]er says they have spent countless hours working with us to have her flooring replaced but then also says we are not responsive. Obviously we have been involved in working with the cus[redacted]er or there would not be as much time spent. We have also spent that time and more trying to resolve this for the cus[redacted]er. We have not tried to pass the blame on to the installer or [redacted]. We do not believe there is any problem with the manufacture of the flooring, but we are doing our due diligence and having them test the flooring on behalf of the cus[redacted]er. Nor does anyone believe the dents are caused by poor installation. The dents are from their chairs. At this point I suggest we wait for the final results of the testing from [redacted] and proceed from there. If they find a fault with the flooring we will replace the flooring ASAP. If they find no faults with the flooring I would even be willing to offer a partial refund as a goodwill gesture towards the cus[redacted]er.We have been in business for over 21 years and grown from one to six locations because of the great value and cus[redacted]er service we provide to the community. We have an A+ rating from the Revdex.com and are an accredited Revdex.com business because we don't ignore cus[redacted]ers when they have a complaint. Let's work together to solve this problem in way that everyone can live with.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have had contact directly with the business.  We have reached an agreement that we are both appreciative of and satisfied with.
Regards,
[redacted]

We are very sorry to hear when any customer is not completely happy. We strive for 100% satisfaction with the thousands of customers we work with each year.  In this particular case, the customer called in to the store on Tuesday 1/2.2018 and spoke to our salesman ([redacted]) about our product...

offerings and inquired about installation availability due to a time constraints the customer had to complete the job. The customer had requested it to be completed immediately, so the salesman agreed to try to complete the job ASAP and they set up installation for 1/4/2018.  Later that day the customer came into the store with rough square footage (no drawing) needed for the project. The customer picked out material and at this time the salesman quoted labor to skim coat the floor at $.85/sqft and labor for glue down LVP at $2.00/sqft. These are the standard rates our sub-contracted installers charge for BASIC installation. The salesman then transferred the product from another store for the amount estimated plus an additional box in case the actual measurements were more than estimated.  The next day Wednesday 1/3/2018 the subcontracted installer (LB Flooring) went out to measure the job. Upon inspection of the job site the installer noticed that there was more to the project then a basic skim coating of the floor. The installer found there would be additional floor prep needed to scrape the floor of drywall mud and paint residue created during construction process. Also, they found they would have to do some floor patching in order to level the floor enough to meet the requirements needed for installation of LVP. For these reasons the installer chose to switch from a skim coat charge to hourly floor prep charge. The installer then worked up a quote and dropped it off with the salesman on Thursday 1/4/2018. On Thursday the salesman received the quote from the installer for $470.00.  The breakdown of installation was 160/sqft of material @ $2/sqft = $320 and 3 hrs of labor for floor prep @ $50/hr = $150. . With 4 boxes needed at 41.72/sqft per box the total material handled by installer was 166.88/sqft. The installer rounded down to 160/sqft. The salesman then adjusted the material amount to be $367.02 with tax (4 boxes LVP @ $73.01= $292.04 + $40.00/glue + $17.50/floor patch + $17.48/tax). Once the whole project was calculated the salesman called the customer with the total amount. At this time the customer agreed with the price and provided the salesman with his account number for Wells Fargo financing. In summary the customer was basing the estimate given to him by the salesman before the job was inspected and measured by the subcontracted installer. Once the installer saw the scope of the job his estimate to complete the work increased. Then the salesman communicated the changes to the customer and he agreed to the amounts by providing his Wells Fargo account number to the salesman. Also the customers disputed amount of square footage charged by the installer is inline with industry standards. Standard is to charge quantity of labor at the same as the amount of materials sold to complete the job. This is referred to as “Materials Handled.”  Also the installer completed the job to the specifications set forth by customer during the time of measurement. While we are truly sorry the customer is not happy with the amount charged, the amount is fair for the work performed and it was communicated to the customer. We disagree that any refund is owed to the customer.

I received more information from my sales manager who spoke with the installer. They will be in contact with you in the next 24-48 hours to set up a time to install the remaining materials in the additional area you would like.