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Complaint Details
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Initial Complaint
12/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased wood flooring 10-14-21 for installation to occur December 3rd. Just prior to installation I was looking at the receipt mailed to me and noticed that it was required for me to remove all my furniture from the home. I am elderly with no ability to move my own furniture. At which time I called the store and was told that is was my problem for not reading the fine print. If I wanted to cancel they have money and would keep it to cover the 35% restocking fee.************************* came to my home and measured, never once did he mention I would have to move my own furniture and/or the order was not cancellable without a restocking fee. The estimate was mailed to me and I mailed back a deposit check. I dont remember signing anything besides my check. I am not an expert in flooring installation and was under the assumption I was purchasing from one. However, nothing was explained to me prior to taking my money. Now I am stuck with a company I am not comfortable having in my home that is refusing to refund my deposit. Even though I wasnt walked through what was required by Bransom Floor.Business response
01/03/2022
To whom it may concern:
On September 15, 2021, we mailed via US Mail ****************** an estimate, cover letter, General Operating Procedures and What You Can Expect From Us. On October 1, 2021, ****************** contacted us to schedule her floor work. On October 7, 2021, we sent her a Tentative Schedule Date email to send in her deposit of $6,600.00 to secure her schedule date and order material. We received her deposit on October 12, 2021, material was ordered. A Contract, General Operating Procedures and What You Can Expect From Us was emailed October 14,2021, to her via Adobe Sign that need to be signed and returned. We sent this same email again on October 27,2021. On November 19, 2021, ****************** contacted us to reschedule her job to a later date. On November 22, 2021, we sent an email to her with a new schedule date of March 14, 2022 and asked her to contact us regarding delivering of her material. On November 23, 2021, we still had not received her signed Contract, so another email request was sent via Adobe Sign and a hard copy was mailed via U.S.Mail.
I am not sure how ****************** did not know we do not move or replace furniture or appliances, as it is stated in our General Operating Procedures Number 8, in all caps,bolded and highlighted in yellow. Our General Operating Procedures and What You Can Expect From Us is sent out with every estimate and contract. As for the 35 % restocking fee on the material and 20 % handling fee, it is listed on our contract. The 20 % handling fee is also listed on our General Operating Procedures number 15, highlighted in yellow.
****************** is correct she has not signed her Contract,General Operating Procedures and What You Can Expect From Us but it is not from our lack of trying.
Bransom Floor Service prides ourselves on our knowledge,experience and work ethic. If ****************** is not comfortable with us working for her, we will remove her from our schedule, absorb the restocking fee,handling fee and return her deposit.
I am sorry that she did not read all the information we sent to her. I dont think age should make a different in how we handle our customers, whether you are 20 or 90, we do not discriminate, we assume all our customer understand our General Operating Procedures and What You Can Expect From Us.
Please see attached for all correspondence.
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Contact Information
917 Woodward St
Fort Worth, TX 76107-1446
Business hours
Today,8:00 AM - 4:00 PM
MMonday | 8:00 AM - 4:00 PM |
---|---|
TTuesday | 8:00 AM - 4:00 PM |
WWednesday | 8:00 AM - 4:00 PM |
ThThursday | 8:00 AM - 4:00 PM |
FFriday | 8:00 AM - 4:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.