Unfortunately, we are forced to defend ourselves in light of these unfair allegations. Beginning with the measurement, it is always our policy to thoroughly inspect the areas that we are installing. Part of this inspection includes an assessment of the stability of the existing floor that we’re installing over. If there are imperfections underneath that are showing through the surface, we must lift (not cut in this case) a portion to assess how to provide a professional installation. In this situation (where the existing floor is being replaced) it is of no relevance to dispute lifting a small portion for inspection since the floor was either being removed or installed over. We’ve measured all areas in the same fashion successfully for 20 years and the gentleman that does the measures is a favorite among our clients and designers. Perhaps when the inspection was conducted it was more a misunderstanding of the proper methods than a fault to our associate’s character.
Addressing the issue of the vinyl, we stock remnants for a reduced price to make products more affordable to our customers. In this case a cut of 30FT was for sale, 22FT was sold to a PREVIOUS customer leaving 8FT for sale. Since this customer’s measurements were inaccurate at 8FT, we found we needed 9’6” after the measurement, this left us short of that product and we were forced to qualify the customer to another similar product. Also, since the product is dropped in one piece it doesn’t save any material to NOT install under the fridge and stove. To suggest that our company acted poorly here would be to suggest that any customer looking to purchase 8FT from a 30FT remnant would have to buy the whole piece and waste 2/3 of it. To accuse us of “finding underhanded ways to increase costs“ is unfair and offensive since we go to such lengths to make things more affordable for our customers....
Furthermore, we find it ridiculous that the installer would come to a residence home and “IMMEDIATELY “begin yelling, seems quite odd that this particular installer has successfully worked in homes for us for 8 years issue free....As important to note that we have NEVER encountered another customer so unreasonable as to not allow us to use their parking spot to unload our tools and materials to do the installation unless it was absolutely not possible. This claim alone to us denounces any reservations about our company image through the eyes of this customer...Although it is downtown Toronto and parking issues can be difficult, it is totally unreasonable that our installer would “find street parking “up to several blocks away and physically carry all the materials and tools by hand...With all of the problems and difficulties we face and overcome, this has NEVER been one of them. Perhaps this accounts for some level of the installer’s frustration....
Finally with regards to the floor damage, we charge our customer a small fee of $80 to move appliances carefully before and after the installation is finished...In this case the customer chose to wave this fee and move the appliances themselves. Unfortunately, THEY damaged the floor in the process. Our “astronomical “fee to come and repair damage we didn’t cause was $150 and typically this would get treated as a minimum charge of $250 to fix. The only buckling and bubbling came from a 300lb appliance being moved improperly across a freshly glued floor by the customer. If this was indeed our error of installation, why would the customer ever of agreed to pay even the $150 for us to repair?? Obviously they are admitting that they are at fault for the damage. Inherently, when the installation was finished why would the customer have paid the balance in full on site immediately following the installation if the job was in fact “ just awful “ with air bubbles and crinkles visible on the floor. We encourage all of our customers to fully inspect the job before they pay. In this case the job was done correctly by our team, there was only an issue after the customer improperly moved their appliances back...A floor would never be torn from moving appliances on it as a result of “ the skim coating being done improperly “ since the skim coating is only used to level out imperfections on the subfloor beneath...
This customer received the same above and beyond service that we offer all our clients, these inaccuracies and allegations are clearly exposed when the details of the transaction are fully elaborated...
