ComplaintsforFloForm Mesa LLC

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had quartz countertops and backsplashes installed in 2 bathrooms in our home by Floform. Over the winter the backsplash separated from the counter and the counter from the wall in one area. We were finally able to schedule someone to come out, but when we mentioned we would need a mask worn inside they refused. We offered to provide a mask and they refused. The bathroom with the counter issue is in our bedroom, upstairs in our bedroom area. Covid transmission rates are high in our area. The counter is under warranty and needs repair. The owner has refused to have an employee mask and make the warranty repair or do it himself masked to fulfill the warranty obligations while ensuring and respecting our personal health and safety. This is no different than respecting health codes in restaurants etc.

  Business response

  06/29/2022

  The customer had made a call to our office asking if we could come out and touch up some caulking in the areas where we had installed countertops approx a year ago, We had agreed to do a one time courtesy to come out and re-caulk the areas that needed to be repaired, the customer has cancelled the service request due to a scheduling conflict numerous times and we have tried to re-schedule on multiple occasions. The day we were scheduled to come out and complete the service call the customer had requested that the installer has to wear a mask in her home, I had asked my installer if he would wear a mask to this customer's home because of her personal reasons he said he does not feel comfortable and he would prefer that I do not send him over to the service call. I had my office call **** and explain to her and that we would need to speak with some other installers and ask them if they would be willing to wear a mask and we will let her know. She asked to speak with me and I had a brief conversation with her about the issue regarding wearing a mask inside her home and she told that I need to force my employees to wear a mask inside her home, I explained to her that I can ask them to but I can not force them to wear a mask in her home she then got upset and started yelling over the phone telling me she will force me to do something about it and she will be suing me for damages.

  Customer response

  06/29/2022

   
  Complaint: 17493817
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  The repairs to the counter are not a courtesy.  They are under warranty.  It is true that we were rescheduled 3 times.  We began asking for the repair in January.  The last time was us indeed asking for a reschedule.  The first two were Florform cancelations. At the point I spoke with the manager I had already been told no one would come honor the warranty repair while wearing a mask.   At no point did I threaten to *** the manager.  I did however let him know that I would not let him simply get away with refusing to honor a warranty repair. and did threaten to make a complaint here, reviews and with the board of occupational licenses if needed.    I stated if he was unable to honor the warranty repair while respecting my family's personal safety that then he needed to pay for the repair to be done.   It is a very simple option.  Honor the warranty while respecting our health and safety during high transmission of covid (and perhaps have some compassion after we shared our covid story and the reason we are so concerned) or pay an alternate company to.       I am certain Floform wouldn't allow their employees to wear muddy shoes in a home,  I am unclear why they cannot respect my home and health as professionals. 

   

  Please complete the warranty repairs while ensuring my safety from harm. 

  Business response

  07/13/2022

  To whom this may concern, I have attached a copy of our 1 year warranty for your records. The warranty does not cover caulking. I have offered do do a one time courtesy because it is not covered under our warranty, this job was sold through another vendor and we were the sub-contractor on this particular job. I am unaware of the warranty that the customer is referring to. 

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