flooring done first floor and second floor
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This review is slightly puzzling... first and foremost because the supposed "author" of this review is not a customer...The only project that this even sounds remotely similar too was for a customer named "Sandy K." of Stony Plain not an "Allen from Spruce Grove". Also this project is from more than a year ago and this review is rather recent.
Regardless, we did have an incident with Sandy K's floor. We did not and do not hire "sub par installers" however in this instance we did have a problem where the installation completed did not meet our high standards for quality control. As well the new subfloor installed appeared to be showing the seams through the new vinyl flooring. The decision was made on our part, without hesitation, that a full replacement would be authorized immediately. As is our policy (and the policy of most flooring stores) the original crew was offered the opportunity to correct their errors. Sandy K however did not want the original crew back and in an instance like this we always defer to the customers wishes. She did not have to wait for a week while we "looked for replacements..." - she did have to wait for a week while new material was ordered in and the installation schedule of many other clients was adjusted to accomodate this work. We do not feel that this was an unreasonable delay, in fact we would consider it to be an extremely speedy response.
The oak trim was removed from the stairs because new vinyl was slated for installation on the stairs. The homeowner did claim that their refrigerator was dented, however the homeowner was the one who removed and replaced the appliance as they did not want to pay to have the installers move it. In spite of this we stil took responsibility for the problem and issued a refund of $100 with the instructions that if this did not cover the repair to the dented appliance to simply return with the invoice of the repair work and we would gladly pay any outstanding difference. As we never heard back I assume that the refund either more than covered the repair or that the customer simply decided to pocket the refund. On top of this the homeowner received several price adjustments to the final invoice for more than $300.
Although we do regret that anything went wrong with the installation we feel that our response was above and beyond industry standards. The homeowner had more than realistic expectations and notified us immediately when these expectations were not being met, we immediately reviewed the job site, agreed with the homeowner that it did not meet our high standards either and immediately ordered a full replacement floor for them which was replaced within a week. The homeowner recieved a sizeable price adjustment and what was apparently a more than adequate refund to repair an appliance that was most likely damaged by the homeowner themselves as they were the one moving the appliance. And to top it all off the homeowner claimed they were satisfied after the new floor was installed and the refund issued... which makes this review even more puzzling.
