Complaints

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  approximate install date: 4/22/23 *** involved: tile(26190$) and hw(64500$)Tile: The installation job was done poorly for the tile. I attached a document listing the problems. I'm requesting a credit of $3000 for the installation. I didn't have shoe for my tile floor previously. But after spending the money on new floors, I ended up with a shoe. Hardwood: For the wood, there are chipped wood pieces, and a transition was missing with the balcony door. Pictures are attached. Also, there's a restocking fee of $4,364.11 on the invoice. I canceled my initial order way in advance. So I don't understand why this restocking fee. I'm requesting a refund of the restocking fee($4,364.11) and a credit for the chipped wood pieces and the missing transition ($2000).

  Business response

  10/30/2023

  Response to Complaint 20644095:
  Consumer signed a contract for new wood flooring on 6/11/21.  The product was a special order for both our company and the distributor we purchase from.  The material was ordered and received.  The consumer then cancelled this order after an outside source advised her that a different color and style should be selected. Our Terms of Sale clearly state, Any cancellation and returns are subject to a re-stock fee of up to 25% of order The amount of material (wood) on the consumers signed order was 17,465.45. The restock fee of 25% per the agreement and terms was 4346.11.  The consumer then re-selected a different floor, after several re-selection meetings and sample orders for approval on approximately 2/15/23.  Wood installation was completed approximately 4/20/23, and floor was covered by consumers contractor.  Any transition or trim molding the consumer is requesting at a balcony door could be inspected and completed or, an adjustment offered of ******.   The consumer is asking for compensation for chipped flooring.  Floors were not installed with chips or defects to them as normal waste factors would have culled out any possibly unacceptable boards.   The chips would or could have happened during the construction process, that continued after installation.  We would like to offer to replace any boards requested with customers material, and at their cost.
  The tile contract was signed on 2/17/23, with installation completed approximately 4/26/23.  The tile installation did have some issues that were corrected by the consumers contractor or by us.  The consumer sent an e-mail on 9/22/23, more than 120 days after the installation was completed.  The consumers past due balance at that time was ********. The consumers promised the past due payment and requested a ******* credit.  Consumer then paid the past due balance owed (********) since 4/26/23 plus 20.00.   We mailed the consumer back a check for the overpayment.  While the consumer asked for a ******* credit, this was not agreed to previously. We have tried to contact the consumer by both email and phone several times with no response.  We are willing to negotiate a settlement but have gotten no response from this consumer. 
  I would propose a ******* settlement plus ****** for the wood transition in question for a total settlement of 1750.00. 
  
  *****************
  Retail Sales Manager
  Sergenians Floor Coverings 

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