Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this ***er to a close, we would like to know your view on the ***er.] Regards, [redacted] I did send Revdex.com an email from [redacted] [redacted] to myself expressing that the floors were improperly installed by the installersI should not have to wait for the RH to come down its been months and we are still at the same place6-12-Zeilman does not want to address this problem and using any excuse he can for the floors not being right, he is not honoring their warrantyJohn has never came to look at the floors to see what we are sayingHe would never let this happen in his home
The customer's hardwood flooring was provided by Shaw Industries, not Armstrong His contract states, "3/4" hardwood flooring," (no specific manufacturer), and his signed color selection shows the Shaw hardwood flooring
*** Carpet and Flooring is a company that deals directly with manufacturers, so there is no distributor I have provided our customer the flooring company's invoice and our "proof of payment" in a separate personal email.
Zeilman-James Homes, Inc
This customer questions whether he has a one year warranty and if it will be honored He actually has a year warranty as clearly stated in his Purchase Agreement with Zeilman-James Homes, Inc We certainly honor our warranty, but do require customer's to follow certain procedures when
requesting warranty work We have few warranty issues compared to other building companies and handle them in a professional and timely manor
Regarding this customer's issue with his hardwood, we contacted *** Flooring immediately after being notified of his concern We did ask the customer to contact the flooring company, (*** Carpet and Flooring), directly to expedite the scheduling process We do this with all manufacturer's warranty issues to save our customers time Us trying to schedule a meeting with a customer and the manufacturer would only slow the process The hardwood issue in question came up AFTER his closing, (customer stated he mentioned it at his closing, which is incorrect) He signed his Settlement Agreement without mentioning a concern about his hardwood This is the document we have a customer sign when they close their home, listing any issues that need corrected His signed Settlement Agreement had ZERO items listed
*** has been to this customer's home multiple times At the customer's request, they replaced a few individual pieces of hardwood, (against their recommendation) After they replaced the pieces in question, the customer complained the hardwood was faced nailed This is the only way to repair an individual piece of hardwood and is an acceptable industry standard, but also why *** recommended against it
***'s certified inspector advised the customer his hardwood flooring was installed correctly and was within the tolerances accepted in the industry They also gave him another certified inspector to call for a second opinion, which they did not have to do They even advised the customer they would pay for the 2nd inspection IF they found the floor was installed improperly *** informed the customer to send them a copy of the report once the 2nd inspection was complete As of yesterday, 10-2-14, *** still had not received the report.
*** has advised me, and our customer, they would honor the 3rd party inspector's findings However, the customer was informed by *** they need the full written report The report must state the floor was installed incorrectly, (citing the flooring industries' standards that were incorrect), and that replacement is necessary This customer stating he's been told the floor was installed incorrectly, without providing the written report is not acceptable or reasonable to expect replacement The customer needs to send us or ***, the full written report he states he has Again, he has been asked to provide this information multiple times If he does have the report and it states replacement is necessary, Zeilman-James Homes and *** will replace the floor
Zeilman-James Homes and *** Carpet and Flooring have both worked in good faith to resolve this customer's concerns We will continue to honor our warranty throughout his warranty period
Sincerely,
John Zeilman, President, Zeilman-James Homes, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted]. I did send Revdex.com an email from [redacted] [redacted] to myself expressing that the floors were improperly installed by the installers. I should not have to wait for the RH to come down its been months and we are still at the same place. 6-12-14. Zeilman does not want to address this problem and using any excuse he can for the floors not being right, he is not honoring their warranty. John has never came to look at the floors to see what we are saying. He would never let this happen in his home.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted] we paid J Z homes for hardwood that should be perfect not up and down in seams, faced nailed, cracked boards, big gaps. ZJHomes was told of of the hardwood floors before closing. [redacted] told me and my sister who was there at the time, that they had a process to remove the boards and reinstall them he did not tell me that he would be face nailing the boards that he replaced. I don't feel that it is acceptable to have the boards nailed in this manner. [redacted] also told me that [redacted] would pay for another inspection, they have not. I do have an Email from [redacted] that I will share with Revdex.com. I will fax to you. I would like a refund of the money that I paid for the hardwood floor because of the poor workmanship on the installation of the floor. It is embarrassing to have guest ask who installed your floors.
As stated in our initial response, we have given our customer the opportunity to have his hardwood flooring replaced and his 2nd inspection reimbursed. All he has to do is forward the inspection report, from the 2nd inspector, showing the flooring was installed improperly.
In separate conversations (email) with this customer, he refuses to send us, or [redacted] the report. I'm at a complete loss as to why the customer refuses to send us the report, if it shows the flooring was installed improperly. Instead, he is telling me to have another inspection done at my expense. As stated in the initial response, we have had an inspection and the flooring was found to be installed correctly. We offered a second inspector's contact information as a courtesy to our customer, but we will not initiate another inspection. We're confident our attempts to resolve this customer's concerns are more than reasonable.
As far as the replaced boards being face nailed, this is the only way to replace individual tongue and groove hardwood. The customer wanted the boards replaced against the flooring company's recommendation. Hardwood is a natural product that is not meant to be perfect. Splits, knots, gaps and other irregularities are to be expected when installing a hardwood floor. These irregularities are normal and not considered defects.
We do not agree to refund the price of the hardwood, but as stated repeatedly, we will replace the hardwood and reimburse the customer's 2nd inspection if he provides us the full report showing improper installation.
Revdex.com contacted that business owner show stated that they have had the floor inspected by and inspector from the flooring contractor. There was nothing wrong with the floor. Business owner also stated that customer needs to contact a flooring inspector and provide a full report showing that the floor was installed incorrectly. They will refund the inspection cost and will replace the floor.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I do not believe that a new home should not look like my floor. What I do need from ZJ Homes is a receipt that the hardwood floors were bought from an Armstrong distributor and tha[redacted] was paid for installation of the floor.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this ***er to a close, we would like to know your view on the ***er.] Regards, [redacted] I did send Revdex.com an email from [redacted] [redacted] to myself expressing that the floors were improperly installed by the installersI should not have to wait for the RH to come down its been months and we are still at the same place6-12-Zeilman does not want to address this problem and using any excuse he can for the floors not being right, he is not honoring their warrantyJohn has never came to look at the floors to see what we are sayingHe would never let this happen in his home
The customer's hardwood flooring was provided by Shaw Industries, not Armstrong His contract states, "3/4" hardwood flooring," (no specific manufacturer), and his signed color selection shows the Shaw hardwood flooring
*** Carpet and Flooring is a company that deals directly with manufacturers, so there is no distributor I have provided our customer the flooring company's invoice and our "proof of payment" in a separate personal email.
Zeilman-James Homes, Inc
This customer questions whether he has a one year warranty and if it will be honored He actually has a year warranty as clearly stated in his Purchase Agreement with Zeilman-James Homes, Inc We certainly honor our warranty, but do require customer's to follow certain procedures when
requesting warranty work We have few warranty issues compared to other building companies and handle them in a professional and timely manor
Regarding this customer's issue with his hardwood, we contacted *** Flooring immediately after being notified of his concern We did ask the customer to contact the flooring company, (*** Carpet and Flooring), directly to expedite the scheduling process We do this with all manufacturer's warranty issues to save our customers time Us trying to schedule a meeting with a customer and the manufacturer would only slow the process The hardwood issue in question came up AFTER his closing, (customer stated he mentioned it at his closing, which is incorrect) He signed his Settlement Agreement without mentioning a concern about his hardwood This is the document we have a customer sign when they close their home, listing any issues that need corrected His signed Settlement Agreement had ZERO items listed
*** has been to this customer's home multiple times At the customer's request, they replaced a few individual pieces of hardwood, (against their recommendation) After they replaced the pieces in question, the customer complained the hardwood was faced nailed This is the only way to repair an individual piece of hardwood and is an acceptable industry standard, but also why *** recommended against it
***'s certified inspector advised the customer his hardwood flooring was installed correctly and was within the tolerances accepted in the industry They also gave him another certified inspector to call for a second opinion, which they did not have to do They even advised the customer they would pay for the 2nd inspection IF they found the floor was installed improperly *** informed the customer to send them a copy of the report once the 2nd inspection was complete As of yesterday, 10-2-14, *** still had not received the report.
*** has advised me, and our customer, they would honor the 3rd party inspector's findings However, the customer was informed by *** they need the full written report The report must state the floor was installed incorrectly, (citing the flooring industries' standards that were incorrect), and that replacement is necessary This customer stating he's been told the floor was installed incorrectly, without providing the written report is not acceptable or reasonable to expect replacement The customer needs to send us or ***, the full written report he states he has Again, he has been asked to provide this information multiple times If he does have the report and it states replacement is necessary, Zeilman-James Homes and *** will replace the floor
Zeilman-James Homes and *** Carpet and Flooring have both worked in good faith to resolve this customer's concerns We will continue to honor our warranty throughout his warranty period
Sincerely,
John Zeilman, President, Zeilman-James Homes, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted]. I did send Revdex.com an email from [redacted] [redacted] to myself expressing that the floors were improperly installed by the installers. I should not have to wait for the RH to come down its been months and we are still at the same place. 6-12-14. Zeilman does not want to address this problem and using any excuse he can for the floors not being right, he is not honoring their warranty. John has never came to look at the floors to see what we are saying. He would never let this happen in his home.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted] we paid J Z homes for hardwood that should be perfect not up and down in seams, faced nailed, cracked boards, big gaps. ZJHomes was told of of the hardwood floors before closing. [redacted] told me and my sister who was there at the time, that they had a process to remove the boards and reinstall them he did not tell me that he would be face nailing the boards that he replaced. I don't feel that it is acceptable to have the boards nailed in this manner. [redacted] also told me that [redacted] would pay for another inspection, they have not. I do have an Email from [redacted] that I will share with Revdex.com. I will fax to you. I would like a refund of the money that I paid for the hardwood floor because of the poor workmanship on the installation of the floor. It is embarrassing to have guest ask who installed your floors.
As stated in our initial response, we have given our customer the opportunity to have his hardwood flooring replaced and his 2nd inspection reimbursed. All he has to do is forward the inspection report, from the 2nd inspector, showing the flooring was installed improperly.
In separate conversations (email) with this customer, he refuses to send us, or [redacted] the report. I'm at a complete loss as to why the customer refuses to send us the report, if it shows the flooring was installed improperly. Instead, he is telling me to have another inspection done at my expense. As stated in the initial response, we have had an inspection and the flooring was found to be installed correctly. We offered a second inspector's contact information as a courtesy to our customer, but we will not initiate another inspection. We're confident our attempts to resolve this customer's concerns are more than reasonable.
As far as the replaced boards being face nailed, this is the only way to replace individual tongue and groove hardwood. The customer wanted the boards replaced against the flooring company's recommendation. Hardwood is a natural product that is not meant to be perfect. Splits, knots, gaps and other irregularities are to be expected when installing a hardwood floor. These irregularities are normal and not considered defects.
We do not agree to refund the price of the hardwood, but as stated repeatedly, we will replace the hardwood and reimburse the customer's 2nd inspection if he provides us the full report showing improper installation.
Sincerely,
Zeilman-James Homes, Inc.
Revdex.com contacted that business owner show stated that they have had the floor inspected by and inspector from the flooring contractor. There was nothing wrong with the floor. Business owner also stated that customer needs to contact a flooring inspector and provide a full report showing that the floor was installed incorrectly. They will refund the inspection cost and will replace the floor.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I do not believe that a new home should not look like my floor. What I do need from ZJ Homes is a receipt that the hardwood floors were bought from an Armstrong distributor and tha[redacted] was paid for installation of the floor.