Dear Abid,
The day that you came into our showroom, we were having a sale on the hardwood flooring.
You expressed interest in purchasing hardwood flooring and having the installation done for the carpeted first and second floors of your house.
We gave you an outline of the fees that we charge for the following: installation, material, carpet removal, and furniture removal.
You said that to save money, you were going to remove the carpet and furniture by yourself and would only like to pay for material and installation.
We then decided to give you an additional discount of $600.00 on top of the sale price for the installation.
On Friday, the day of the installation- we did a free delivery to your house and the workers came to do their installation.
Thankfully on the first floor, you had removed the carpet and furniture and the area was ready for installation.
The workers had an instruction sheet indicating that the floors were to be installed straight, as per what you requested and paid for in store.
Then, the following happened:
1) You told the worker to install the floors diagonally
2) The worker was confused because the instruction sheet indicated for them to be straight length wise of the room
3) Worker called the store for clarification
4) Store called you and said that as we had agreed when you were making a payment, the installation would be straight
A straight installation would cost less because it would take less time.
After the workers finished their installation on the first floor, they had a verbal agreement with you. They said that they would come on Saturday at 8:00 AM to continue the second floor and reminded you to remove the furniture and carpet the same as you had done for the first floor.
You agreed to prepare the second floor for installation. The next morning, the workers showed up at your house at 9:00 AM.
Then, the following happened:
1) You had slept in and the carpet and furniture was not removed by you, as promised.
2) You asked for the installers to remove the carpet and furniture to prepare for installation.
3) As per our conversation in the store, you knew that there was a fee to remove the carpet and furniture. This is why you chose to do it by yourself for the first floor.
4) The workers told you that the fee is $300 for removal of carpet and furniture from the second floor.
5) You agreed to pay the fee of $300 to prepare the second floor
6) The workers removed all the furniture from the second floor and about 400 sq.f. of carpet.
As for wearing sneakers, according to the NWFA (National Wood Flooring Association) does not require workers to wear steel toed boots during installation. This is to prevent the hardwood floor from being scratched and dented during the job.
We take great pride in our professional craftsmanship and our years of experience. The workers who did your house have 17 years of experience and have done over 250 houses per year.
Overall, we have been in this business for over 20 years and 99% of our customers are by referral which speaks to our professionalism, skill, craftsmanship, and honesty.
Hopefully this clarifies the reason for the additional $300 charge. Also, please note that earlier we gave you a $600.00 discount on top of the sale price for installation.
Thank you.
Reply created 4 Aug 2018
