Zengeler Cleaners

The carpet was installed today Friday 10/16/and is complete

My name is Tim H*** I am the president of America's Floor Source Our company installed floors for Mrs [redacted] in the middle of November We as a company were finished with the job and were paid in full for the completion of the job at that time Sometime in December of 2014, Mrs [redacted] called our subcontractor installer, [redacted] directly without our knowledge and asked him directly to come out to her house and do some repairs According to [redacted] ***, he did not have his assistant working that day so he called a friend and asked him to help him work that day America's Floor Source had no contract with Mrs [redacted] for this work and again, had no knowledge of the work being requested and furthermore had no knowledge of the person [redacted] was using to help him that day As a sub contractor, [redacted] works for many flooring companies, not just America's Floor Source According to our records, [redacted] did not work for us that day at all About two weeks after the apparent work done at the [redacted] residence, our salesperson, Ben L [redacted] got a call from Mrs [redacted] saying that her jewelry was stolen and that it had to be our installer [redacted] or his helper in December of Ben researched the this work and found that America's Floor Source had no scheduled repairs and no contract or work orders for the dates Mrs [redacted] was referring to She then told Ben that she had called [redacted] directly and the items were stolen during the time she had worked out with [redacted] on the side Ben L [redacted] advised [redacted] to call the Loveland, Ohio police and file a report this was done, the police contacted [redacted] and I'm told [redacted] has cooperated with the police and has given the name of the helper At this time the police are investigating the situation and looking for the helper I do not feel that America's Floor Source is involved in any way for this unfortunate situation and cannot take responsibility for an occurrence that we as a company were not even aware of until after the fact.Thank you, Tim H***

We have contacted Mr [redacted] and have agreed to install the carpet at no charge This will take place Monday 10/12/

My name is Tim H***, I am the president of America's Floor Source I have been involved with this contract and customer since the morning of the original install in question The floor selected was selected by the customer and to say that our salesperson picked the floor for the customer is ridiculous This flooring is a luxury vinyl tile which is meant to be installed as a floating floor, one of the benefits of a floating floor is that it can be laid over imperfect subfloors and allows for no floor prep It doesn't hide all imperfections of an uneven subfloor but will perform just fine This is why this floor type is selected in most casesThe day we went out to install, the customer said they wanted us to put down a moisture barrier which was not on the contract, nor is it required on this product, nor was it paid for We did this at no charge to accommodate the customer Later the customer called and said that they wanted us to come out and level the floor because you see that the subfloor wasn't level, but they and we knew that the subfloor wasn't level at the time of original installation We decided at that time to go ahead and go back to take up parts of the floor and level out the most uneven spots and re-install the floor again at our own expense When we were out doing the second install, the customer demanded that we take the whole floor up and level the whole area and re-install the flooring At that time, I gave the homeowner two options I said that we would take the floor up and give them all of their money back but I wasn't willing to float the entire area out to be level as this is a whole other matter than what they paid for The second option was to accept the areas that we had leveled out (which we did at no charge) and reinstall the floor (which we did at no charge) and I would give them a $adjustment for inconvenience They chose the second option with the $adjustment At this time we finished the re-install and we were finished Last week, I received a call from the customer saying that they had water damaged caused by cracks in the foundation and they felt that we should take up the flooring and put a new floor down and I said absolutely not The issue of having a flood in their home has nothing to do with the flooring we installed The customer went on our website and said that we were a horrible company because we wont give them a new floor The entire process of dealing this customer has been nothing but them asking and receiving free materials, labor and a reduction of $on the contract Now, they have a flood in the house and they are asking for a new free floor I simply don't understand why they are writing the Revdex.com and anyone else who will listen I'm sorry this customer isn't happy but the statements made in this complaint are erroneous and unfair.Sincerely,Tim H***###-###-####

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

To Whom it may concern,I acknowledge there were issues during Mr***'s installation, I regret that we failed to meet the expectations we setUpon completion of the install Mr***'s sales representative followed up and found that the installer scratched a wall(s) while carrying carpetMr
*** was offered a follow up site visit to remedy and he declinedLate in the afternoon of 5/14/we received a letter from Mr*** expressing dissatisfaction with the wall(s) and other details that were previously unknown to America's Floor SourceOur director of field operations did a site visit on 5/15/in order to assess the problems and formulate a plan of action to remedyI also called Mr*** that day to address his concernsOur director of field operations reached out to Mr*** on 5/in an attempt to schedule an appointment to remedyWe will continue to follow up and are committed to rectifying the issues at hand.Thank you,Todd S*** * *** ***

I am rejecting this response because: Well, it was our fault for trusting this company again after almost a mess of the bathroom tiles that were put down by someone that had no knowledge of how to remove a toilet to put the tile down.But it was their fault for not knowing how to put down basic wood flooring...even if the floor had leaked or not...they simply do not know their job and they were hired by a company that has less than satisfactory knowledge...it was a poor gesture for the refund of $600...and as far anyone listening...well your on site sales person never listened to anything my husband said from the moment she walked into our homeIn short-all we had to replace was one floor...think of all the floors that you will to replace because of your lack of really knowing the flooring business in the first place.So Hang onto all the awards from any city, state, and region- these will comfort you on all those days when any repair or any unsatisfied customers' words will bring the truth of what you lack...and it won"t just be because of a leak or a toilet that was not removed properly...I know about customer service and it means a lot...several customers being satisfied is -good...but if one customer is not satisfied-ten people will hear about it...before they leave the building.Sincerely,*** * ***

I find MrH***’s response extremely frustrating; it’s as if he hardly read my complaint; almost every single important detail he addresses or statement he makes is either untrue or wrongI have bold printed each incorrect statement within his response. As I clearly explained in my complaint the job was not finished, as the bathroom border tile needed to be reordered by Ben, because what was originally ordered was the wrong sizeTherefore the installer (*** ***) had to return to our home, which he did on Dec2ndI did not call the installer to have him “do some repairs”; he was finishing the job for which we paid AFS installing the correctly sized tile that Ben reorderedTherefore, MrH***’s statement: “America's Floor Source had no contract with Mrs*** for this work and again, had no knowledge of the work being requested and furthermore had no knowledge of the person *** *** was using to help him that day.” is completely untrue. As I also explained, I was told by the installer that I was to text him after the grout had dried if I had any complaints, which I did (there were several areas that weren’t done correctly)I was not told to call Ben (AFS), I was told to call Mr***I had no understanding at that time that Mr*** was a subcontractor; we were under the impression that he was an employee of America’s Floor SourceAFS never told us that our installers were subcontractors, so we thought Mr*** was scheduling with the knowledge of AFS.It is also untrue that weeks after the work was finally completed that I called Ben regarding the theftFirst of all, the final repair work wasn’t completed until Jan26th (again, incorrectly stated by MrH***)Secondly, I called him the very next morning, Jan27th, when I discovered the theftBen apparently left on vacation right after I called to report the theft and therefore did not follow through with dealing with the installer so I had to call AFS repeatedly seeking assistance, and was ultimately told it wasn’t their responsibility. AFS should be held responsible as it was their hired contractor who allowed this situation to occur, and he was also working in our home without insurance coverage which AFS told us was required by all their contractors (a point MrH*** failed to address)It is my understanding that AFS is accredited by the Revdex.com and therefore obligated to resolve their customer’s complaints. To have the president of a company at which we’ve spent almost $10,(they also replaced our first floor in 2012) take no responsibility for the actions of their hired workers is incomprehensibleWe believe we are entitled to restitution.Respectfully,*** ***

Good Morning,I need to have this complaint (ID #***) reopened as it has not been resolved.I spoke with a gentleman by the name of John from America's Floor Source
(E 33rd St) on Friday (Oct 9th) and agreed to have them install the carpet on Monday morning (Oct 12th)I called John around 10AM Monday morning to see if he forgot about me only to find out that he didn't even have the carpet and that he was trying to locate it and would call me backJohn called around 4PM and told me he was unable to locate the carpetHe said it was shipped from California and was supposed to be delivered Friday and that he had no idea where it was or when it would be deliveredAt this point he said there wasn't anything that he could do because he had no control over the shipping companyI told John that I wasn't going to wait forever and that if he didn't have the carpet by Friday (Oct 16th) that I expected him to refund my moneyJohn would not agree to thatI believe John expects me to wait no matter how long it takes and to me that is not acceptable.To this point I've been told so many different things that I don't know what to believeI feel like I'm getting the run around.1) Derek told me at the time of sale that the carpet was being shipped from OhioJohn told me it was shipped from California.2) Derek also told me at the time of sale that he would call me when the carpet had been shipped, yet I had to call him the following Wednesday to find out what was going on.3) Derek told me on Wednesday (Oct 7th) that the carpet was due in ThursdayJohn told me Friday.4) Derek told me on Wednesday (Oct 7th) that they were wholesale only and that they didn't do installations, yet their website says otherwise.5) John schedules an install for Monday (Oct 12th) and not only doesn't have the carpet, but I had to call him Monday morning to find outHe wasn't even courteous enough to call me.This Friday (Oct 16th) will be days since I ordered the carpet, which I believe should be long enough to have to wait given all the circumstancesIf John doesn't have the carpet by then I simply want my money refunded and I'll go someplace else

The carpet was installed today Friday 10/16/15 and is complete.

We have contacted Mr. [redacted] and have agreed to install the carpet at no charge.  This will take place Monday 10/12/15.

I would like to say that my comments are as factual as I know them to be.  We are a very conscientious company and always want to try and do the right thing.  This is an unfortunate situation and we understand the customer being upset.  However, we do not claim to our customers that we use employee installers.  We so use subcontractors as is the industry standard.  We never ask that a customer contact an installer for any reason because subcontractors often work for several flooring companies at the same time and we do not guarantee that the same installer is available to us for finish ups, repairs or additional work to be done.  My statement that we didn't know [redacted], the installer was at the this home that day is 100% true.  I feel that the point the customer is making about not understanding that Mr. [redacted] isn't an employee and therefore she decided to call him rather than our office or the salesperson to schedule is something that she and I are just not going to agree on.  The fact remains that he is not an employee and we didn't assign him to this finish up nor his helper.  I understand that we have given the police all of Mr. [redacted]'s information and he has provided all of the helpers information and a police report has been filed.  We are more than willing to cooperate with this investigation in any way we can to help.

My name is Tim H[redacted].  I am the president of America's Floor Source.  Our company installed floors for Mrs. [redacted] in the middle of November 2014.  We as a company were finished with the job and were paid in full for the completion of the job at that time.  Sometime in December of...

2014, Mrs. [redacted] called our subcontractor installer, [redacted] directly without our knowledge and asked him directly to come out to her house and do some repairs.  According to [redacted], he did not have his assistant working that day so he called a friend and asked him to help him work that day.  America's Floor Source had no contract with Mrs. [redacted] for this work and again, had no knowledge of the work being requested and furthermore had no knowledge of the person [redacted] was using to help him that day.  As a sub contractor, [redacted] works for many flooring companies, not just America's Floor Source.  According to our records, [redacted] did not work for us that day at all.  About two weeks after the apparent work done at the [redacted] residence, our salesperson, Ben L[redacted] got a call from Mrs. [redacted] saying that her jewelry was stolen and that it had to be our installer [redacted] or his helper in December of 2014.  Ben researched the this work and found that America's Floor Source had no scheduled repairs and no contract or work orders for the dates Mrs. [redacted] was referring to.  She then told Ben that she had called [redacted] directly and the items were stolen during the time she had worked out with [redacted] on the side.  Ben L[redacted] advised [redacted] to call the Loveland, Ohio police and file a report.  this was done, the police contacted [redacted] and I'm told [redacted] has cooperated with the police and has given the name of the helper.  At this time the police are investigating the situation and looking for the helper.  I do not feel that America's Floor Source is involved in any way for this unfortunate situation and cannot take responsibility for an occurrence that we as a company were not even aware of until after the fact.Thank you, Tim H[redacted]

My name is Tim H[redacted], I am the president of America's Floor Source.  I have been involved with this contract and customer since the morning of the original install in question.  The floor selected was selected by the customer and to say that our salesperson picked the floor for the...

customer is ridiculous.  This flooring is a luxury vinyl tile which is meant to be installed as a floating floor, one of the benefits of a floating floor is that it can be laid over imperfect subfloors and allows for no floor prep.  It doesn't hide all imperfections of an uneven subfloor but will perform just fine.  This is why this floor type is selected in most cases. The day we went out to install, the customer said they wanted us to put down a moisture barrier which was not on the contract, nor is it required on this product, nor was it paid for.  We did this at no charge to accommodate the customer.  Later the customer called and said that they wanted us to come out and level the floor because you see that the subfloor wasn't level, but they and we knew that the subfloor wasn't level at the time of original installation.  We decided at that time to go ahead and go back to take up parts of the floor and level out the most uneven spots and re-install the floor again at our own expense.  When we were out doing the second install, the customer demanded that we take the whole floor up and level the whole area and re-install the flooring.  At that time, I gave the homeowner two options.  I said that we would take the floor up and give them all of their money back but I wasn't willing to float the entire area out to be level as this is a whole other matter than what they paid for.  The second option was to accept the areas that we had leveled out (which we did at no charge) and reinstall the floor (which we did at no charge) and I would give them a $600 adjustment for inconvenience.  They chose the second option with the $600 adjustment.  At this time we finished the re-install and we were finished.  Last week, I received a call from the customer saying that they had water damaged caused by cracks in the foundation and they felt that we should take up the flooring and put a new floor down and I said absolutely not.  The issue of having a flood in their home has nothing to do with the flooring we installed.  The customer went on our website and said that we were a horrible company because we wont give them a new floor.  The entire process of dealing this customer has been nothing but them asking and receiving free materials, labor and a reduction of $600 on the contract.  Now, they have a flood in the house and they are asking for a new free floor.  I simply don't understand why they are writing the Revdex.com and anyone else who will listen.  I'm sorry this customer isn't happy but the statements made in this complaint are erroneous and unfair.Sincerely,Tim H[redacted]###-###-####