Really interesting approach to customer service. I had flooring installed by Jeff and his team a few months ago and discovered some pretty substantial issues that were clearly from installation. We called the company that makes the floor finish used and got some guidance from them- they told us Jeff used the wrong grit of sandpaper for finishing- we shared this email with Jeff. AND we kept the floor covered and protected since installation. The issues we found- such as uneven coverage with the finishing product- are impossible to have been caused by us. Called Jeff to discuss, he came by and acknowledged issues and told me to call him back to schedule a time for him to fix the discoloration and uneven finish. You can see spots in the floor where the finish coat was pooled, there are sun bleaching issues- all things that shouldn't be happening with a well finished wood floor.
However, when I called to schedule a time for him
to come by, he started blaming me for the issues he already acknowledged in person were odd and a potential issue with the product. Then he started ignoring my emails and not answering my questions (about cost, scheduling and how to proceed). Just now finally got him on the phone. I asked him why he had been ignoring my emails and he gave me some bogus answer about being in the woods for a week- we've been talking about this for over 6 weeks. He denied that too, telling me it hadn't been that long, even though emails are dated so nice try on that, Jeff. He backed pedaled completely on having seeing the issues in person and when I stated that I needed him to do something to fix the flooring- since it was a clear issue with installation- he told me I would have to pay for their mistakes and the only thing I can do now is get some mediation to work this out, and then childishly hung up on me. When was the last time someone actually hung up on you??
Here is the deal- I am a customer and I paid for a premium job. Forget the fact that Jeff and his team completely scuffed up and dented the walls (he come back to "patch" the drywall but did a shit job on that too)- and forget the fact that Jeff straight up agreed there were issues with the finish- this happened in person, guess I should have been recording because now he is lying about having said this. I have been communicative and clear this whole process and I am asking for something totally reasonable- that we work together to make sure I am satisfied with the finished product. Its beyond inappropriate to have a contractor ignore my emails and calls, lie to me about something he already agreed to, and then hang up on me when I pressed him for better customer service.
I am done with passive aggressive man baby contractors, and as a female home owner it's ridiculous how often I find myself dealing with the lowest of the low in terms of respect and professionalism. read more