Very disappointed with policies and unwillingness to solve the disagreement . We purchased flooring that was determined to be defective DURING the installation process.
VP4L management assumed no responsibility for the labor costs associated with installing the defective product. Because they had no replacement in stock that was comparable, they replaced the product one with one that was .25/sq foot more expensive (retail price), than what we picked. They considered this a gift of $440, despite the fact that it was on sale - and actually had a value of $75.00.
Installer sent me a bill for $770 - he needed to paid for the work he did. Installer and VP4L disagreed and square footage.
VP4L initially offered $630.00 labor costs associated with defective product, but apparently there was a 'misunderstanding'. I have asked for clarification, but received no reply. Owner of VP4L indicated that he has submitted their own claim for labor to the manufacturer.
I am asking for VP4L to agree to cover $630.00 labor costs associated with the defective product. I will make up the difference to pay the installer.
Owner of VP4L did not return my phone call. Owner indicated that they had gone above and beyond what was necessary by picking up defective boards and delivering new material.
So...imagine if you were a working person-- and had taken time off work to install material - only to determine it was defective. That would be a tremendous loss.
During the dispute, VP4L started a 10% sale on all flooring. In retrospect, we could have returned the entire purchase and save $350. Why didn't VP4L offer at least 10% discount refund to match their sale. Considering the amount in question $630, this would have equated to 20% discount on the sale. So it seems odd business since it was already offering a discount of 10% wouldn't agree to refunding what would amount to 20% to solve the problem and make the customer whole read more
