T&G Flooring

Thank you Sue! I'm so glad you were pleased with the entire experience. It was our pleasure to serve you and Dave. Thanks again!

Edwin:

I'm so sorry for your frustration with our service. We're in the business of making people happy. Having a frustrated client is never the desired outcome. We normally have great success. In fact, our 2017 warranty rates were just 3/10ths of 1% of our annual revenue. I know of no other flooring company who achieves such consistently good results. 

However, we are in the service business. We are not perfect. And some projects are simply more challenging than others.

Yes, we did have a crewman on site (an experienced crewman with very low warranty rates) who was uncomfortable with your persistent project oversight. Unfortunately, his exchanges with you left him so uncomfortable that he resigned his position in the middle of the day. I'm sorry about this as I know this was frustrating for you. We did, however, have a manager on site 45 minutes later. In turn, that manager pulled our most experienced craftsman off a large custom home builder project and had him at your place the next day. Fortunately, you were happy with his work.

Yes, we had a three week delay mid-project. I'm sorry about that. Of course, the fact that you had a busy schedule that included a substantial vacation was a contributing factor. Still, any delay is undesirable.

As to the saw dust… we do our installation cuts outside to minimize sawdust. Unfortunately, my crew did have to use a saw inside to remove several boards that you did not like. Unfortunately, we have no way to remove a glued-down board without physically cutting the board and that requires a saw. The dust from replacing a few boards should have been minimal. Still, I would of course be more than happy to send someone by to clean up any residual dust.

Any adhesive on your floor was addressed last week by our senior craftsman during the final detail process. He was equipped with adhesive remover. If he missed a spot, please let me know. I'll happily get it addressed.

Edwin, in the end you received a beautiful floor. Nonetheless, the project experience was not friction-free. I'm very sorry about that. Rest assured we are making specific process changes to our sales and delivery methods to ensure these issues do not reoccur.

Pat,
It was our pleasure! So glad you are pleased!
-Chris

Our goal is always more than a great floor. We want customers thrilled with our craftsmanship AND the overall experience. It is frustrating for all parties when we don’t agree on the results. That’s the case here.

Here’s where I think we agree. We did deliver a beautiful custom hand-scraped floor with herringbone details for $92,000+ to Mark Kissel at his home in Evergreen, CO. It was a firm-fixed bid contract (not a time-and-materials contract). We did have three minor warranty issues (exaggerated a bit by Mark) that were nonetheless quickly resolved. There are no lingering open issues on either side. We delivered per our contract and Mark has paid his bill in full.

Here is where we disagree.

T&G bid the project based on square footages provided on architectural plans. We indicated the square footage on our bid, as we always want to be transparent. After the project was completed, there was leftover wood. We ordered extra wood as we do on every project, to account for waste. Plus, this was a custom product and the reorder time for extra material was lengthly. If we needed more wood, it would have really hurt the project schedule.

When the project was completed, Mark indicated that he no longer agreed with the measurements in our contract and that he wanted a post-project discount. Our contract clearly indicated that this was a firm-fixed bid and that leftover wood was the property of my firm. He wasn’t entitled to a discount. However, as a matter of good will, I offered him 1/2 of the leftover wood. Mr. Kissel accepted my offer but indicated he would write negative reviews on the web indicating that we were not trustworthy. Subsequently, I rescinded my offer.

In summary, we were transparent in our initial bid. We professionally delivered a high-quaity floor as promised. We quickly corrected a few minor issues. We billed accurately and were paid in full. The award-winning interior designer and custom homebuilder on this project were both thrilled with both our work and our professionalism. Both continue to work with our firm. That tells you a lot.
We simply were unable to agree on terms with Mark for an unwarranted post-project discount.

I'm always happy to discuss the details of this project (or any other project). Please call us at 303-293-8600 and I'm happy to answer your questions!

FOLLOW-UP: In the Summer of 2016, Mrs. Kissel called because one of my project managers because she had a floor board delaminate. Unfortunately, there was no warranty on this floor for delamination, because the home builder accidentally set the radiant heat thermostat up to 80+ degrees, violating the wood mill's warranty, Nonetheless, I had on of my senior staff go up to the house and repair the floor at no charge. I did this because we always work to be on the side of doing what's best for our clients - even the challenging ones.

Thank you, Ryan! It was our pleasure! Best wishes in your beautiful new home!