Since 1995, when Richard and I started this business journey, we had 2 Clients that were not satisfied with the outcome of their flooring projects and their money was refunded in full – that was about 18 years ago.
We strive to satisfy our Clients and are very meticulous about the details, the process and communicating with the Client prior, during and after the project. Your unfortunate review surprised me to say the least and of course upset me as well. It was brought to my attention by the Home Starts Staff, as I had no idea that we had this one unhappy Client.
I did check my records for the six months prior to the date of your review, and I was not able to find any projects that would correspond to the job price that you stated; nor was I able to find any Clients by the name of Rob that had any work done by our company in the first quarter of 2013. In fact, I searched back further and our very first project for a Robert or Rob since 2008 took place in May of 2013… then, after that we had 3 other Robs that we worked with. I also checked my Estimates for your stated amount and name… again, nothing that would ring any bells.
You have mentioned that you had enough of our "run-around" and the horrible communication” – Believe me, if you were not happy and you expressed your disappointment to me or to Richard, the issue would have been resolved as soon as possible; further more... you would not be required to pay us as we only request a booking deposit prior to project commencement and the balance is due only once the job is completed to Client's satisfaction.
What you described just doesn’t sound like us. Clients are usually very pleased with their floors, 95% of our business comes from referrals and we have a waiting list going for next available spot to open up. Is it possible that you may have mistaken the name of the company?
If it was in fact our company that disappointed you by providing less than perfect service, I would appreciate it if you could contact me directly here: http://www.hardwood-floor-decor-and-care.com/contact-us.html, as I hope to rectify the situation.
Joanna Gerber (Gerber Hardwood Flooring)