Fitz is a bad boyfriend, full of empty promises and failed commitments. If I were dating Fitz, this experience would have negatively impacted my self esteem.
I used Fitz about ten years ago and had a good experience, so I didn't think twice about using them again. I paid a deposit just shy of $1K and was told the wait would be 4-6 weeks. After two months I gave them a call and was told that the main office would call me back the next day for an install date. Over the next two weeks I would call Sylvia at Fitz, she was consistently polite but unhelpful, other than to tell me that is was the main office that would be calling, which they never did. Eleven weeks after putting down my deposit and not hearing a word I called Sylvia and asked for my deposit back.
Sylvia said, "Give me one more chance to make this right. I'll call you back within the hour." Seven hours later I still hadn't heard back so I called again; Sylvia sounded surprised I was calling, having clearly forgotten about me despite the ongoing dysfunctional relationship we had shared over the last weeks. She agreed to process my refund.
A week later, and still no refund. I called the main office myself and asked for the person responsible for customer service, Jerry. I left a voicemail explaining the situation; I'm still waiting for a reply. After two more failed calls to Jerry I ended up calling Sylvia again, who processed my refund (she didn't know why it hadn't been done yet).
I suspect that my flooring was never ordered in the first place, because it seemed like Sylvia was relieved to just give me my money back rather than having to explain whatever monkey show they have going on over there. In this economy I am surprised a greater effort wasn't made to keep my business.