Flooring America

The registration was finalized by the State of Pennsylvania on 5/24/2017.  Wright Automotive printed the registration and mailed it to our customer the minute we received notification that is was complete.  The registration was mailed 5/24/2017.  We apologize again for the delay. Thank you so much!! Joe T[redacted]    Wright Automotive Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Imagine that a car dealer lying? Wright Nissan never once tried to contact me to resolve this problem they thought I would just go away. They damaged my car while in their possession and will not take responsibility for it. Their employee agreed it happened there and he agreed to fix it and they fired him for his honesty (imagine that)? I have all the documentation and no where on any of it is there any mention of any damage to my vehicle before my car was taken in for service. My car was struck by something  at their dealership by one of their employees they admitted it and now they don't want to fix it. I was assured by Mr. M[redacted] that Wright Nissan would fix the damage they caused and they also gave me a rental car for my inconvenience. As far as the investigation by Nissan Corporate they told me wish they could do more but since each dealership is independently owned they cant do anything since this is a dealership issue.So my question is besides me fighting the almighty Wright Nissan what has Wright Nissan  expeditiously done to try and resolve  this issue? 
Regards,
[redacted]

To whom It may concern:In regards to case number [redacted], for [redacted], Wright Nissan has attempted to expeditiously resolve his concerns. On 07/22/2015 Mr. [redacted] brought his Nissan Leaf in for an air conditioning repair, at the initial start of the repair, our Master Technician noted on...

the repair order that damage to the drivers head light was present. It was brought to the attention of the service manager. The service manager also hand washed the vehicle as a courtesy to Mr. [redacted] to ensure a great service visit. During the hand wash the damage was again noticed.After picking up the vehicle, Mr. [redacted] called in to accuse the damage was caused by our dealership, at which point he spoke to Kevin M[redacted], a service advisor who was working his last day with the dealership, who told him to bring it in and we would address any damage that we caused. On 08/04/2015, Mr. [redacted] returned with his vehicle and the damage in question was pointed out. At that time the service manager showed Mr. [redacted] the repair order with documented damage prior to the repair of the air conditioning, he implied that we just added the damage to cover ourselves; he then said that it must have happened while parked on our lot. Video surveillance of the lot runs 24/7, the tape observed an at no point was the vehicle hit or damaged while on our lot. The service manager explained this to Mr. [redacted], and he was not happy.Mr. [redacted] also reached out to Nissan corporate, who performed an investigation and agreed that the damage was of no fault of the dealership.Please let me know if there is anything else that you may need to assist in resolution of this matter.Thank you[redacted]

I spoke with Mr. [redacted] this afternoon and let him know that we value and appreciate him as a loyal customer.  Our goal is to make sure that our customers are pleased with their new floors.  In order to achieve this goal, I advised him that we will order new material and replace the floors...

in both bathrooms.  We will contact him once the material has arrived in order to schedule the replacement.  Mr. [redacted] was very pleased with this resolution.

Hi [redacted]! Wright Automotive has spoken to our customer regarding the windshield in his Lotus.  Although we cannot prove how it happened we have decided to replace the windshield for our customer at no expense to him.  We also have ordered a few...

additional components for his Lotus that we are waiting to come in so we can schedule him to have all the repairs completed at the same time.  Parts are typically difficult to get from Lotus in a timely fashion due to the rarity of the vehicle.  We have expedited everything to the best of our ability and our body shop manager will be calling our customer as soon as all the necessary parts arrive.  We apologize dearly for the communication break down with our customer. Thanks you so much!!!!!!!  Joe T[redacted]Fixed Operations DirectorWright Automotive Group###-###-#### EXT [redacted]

I called Chapman on 8-18-15 due to my AC unit running constantly and discharging 60 degree air. The tech arrived as I was leaving for work. We spoke for a moment. I told him I have a HVAC background but due to my work schedule I just don't have the time. I advised him a few days before the indoor blower motor went out and I replaced it and have noticed the unit running all the time and hardly any condensation coming out. About 3 hrs later he called me and said he check the evap and condenser and all he could find was the insulation on the blower motor door had fallen against the blower restricting the air flow and he taped it back. I was skeptical that was the problem. He asked me did I know the compressor was making a loud and strange noise. I told him that just started. He said he thought the compressor was failing. I didn't think to specifically ask if he checked it. I called the AC supply house and found I still had 2 years warranty on the compressor. If I replaced it and the old one is deemed not to be bad by the factory then warranty would not cover it and I would have to pay for it.
I called Chapman back to see if they had any plan of action on replacement since the tech said he thought it was failing. I spoke with Dan Chapman. He had also called the supply house and got the same info. He didn't know definitely if the compressor was bad and I should go out and take amp readings on the compressor. So the service company is telling the customer to do their job for them. Shouldn't the tech have done this?? He refused to send the tech back out. He said they could replace it but I would have to buy it myself so he wouldn't have any responsibility in it. Isn't that their job? The average customer cannot purchase parts. He did figure a price using my sealed container of refrigerant in order to save me a little money. A few days later I took time off work and check out the unit myself. In a short time I found the unit had considerable amount of moisture contaminating the refrigerant. I purged the system, cleaned the piston, weighed in the correct charge and now discharges 51 degree air. The compressor runs quiet and smooth. Plenty of condensation draining. I emailed Dan to let him know the problem wasn't the compressor and that I had repaired it myself. He responded with sarcastic and rude comments.
I let him know his tech which was also his son, had failed to properly diagnose the issue and he failed as a manager to see the job through or provide a course of action for any repairs. He responded that his techs are "well trained" and "accredited" and if there was moisture in the system I have other problems or I don't know what I'm talking about. Yet I diagnosed and repaired the issue in short order. He continued to refuse to accept any responsibility at all in this matter and continued with the sarcastic and rude comments. I expected to have a working AC unit when the tech left, instead he collected a check from my wife and just left.

Initial Business Response /* (1000, 5, 2015/12/29) */
To: Revdex.com of Central Illinois, Inc.
From : Flooring America Springfield, IL
Re: Case # XXXXXXXX
Mrs. XXXX did in fact purchase the tile specified in her complaint from our store. Mrs. XXXX was not satisfied with her...

flooring color due to the variations in the tile that were not specified in the sample. The sample showed a white tile with some gray variations. Some of the tiles that were installed had a gray to beige colored variation through them and many that were this color actually were installed in a cluster, this made the tile look like it had stains on it. The representative of the supplier was contacted and observed the situation. The supplier states that there is nothing wrong with their product and that the tiles with the larger variations should have been distributed in a more random install so that not all of the ones with greater characteristics were grouped together. The installer was notified and states that Mrs. XXXX was watching him the entire time that he was installing and she never made any statement of dissatisfaction or concern to the installer. Due to the reason of dissatisfaction being the installation, the same installer would have to complete the installation of the new job at no charge to the customer and no pay to the installer. The installation of the original tile was safe and secure, the complaint was pure cosmetic. Mrs. XXXX did come to the store and select another tile. Mrs. XXXX was informed that the installer was booked for sometime and that Flooring America would get her installer there as soon as he was available. The manager was aware of this and was following up with the installer frequently. Today 12/28/2015 Mrs. XXXX is having her new flooring installed.
Sincerely,
Flooring America Springfield
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The installer did begin the new installation of the new tile on 12/28/15 and completed the work 12/30/15. The new tile does not have any discoloration. Therefore, my complaint against Flooring America has been resolved to my satisfaction.

We can understand that a consumer may feel that the products we send out are only designated for their specific project.  This could be the case if the materials are special ordered to fulfill the requirements of their project as we would only order what is necessary to complete their project.  However, as one of the largest stocking flooring companies in the northeast, the materials used for this project are a stocking product for our company.  We will order multiple rolls that are approximately 1800 SF per roll and we will make cuts off these rolls to accommodate a customer's needs.  This particular customer's project required 1212 SF and may have been one of several cuts to be made from the rolls sent out to their jobsite.  Any balances of carpet would then be owned by Flooring America.  Please note that our previously noted refund and offer of a [redacted] Vaccuum cleaner is our resolution to this customer's dispute. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

My name is First Sergeant [redacted], First Sergeant, US Army. I am not known for telling you what you want to hear but what you need to know.

Flooring America re- installed our Kitchen Floor after another Vendor fails in doing a Prifessionsl Job. I will say without any mental reservation or purpose of evation that they did an Excellent Job in the Re-Installation of Oud Kitchen Floor. I am exacting when it comes to standards of performance. I treated the Installers as though I was working for Flooring America and not a Home Home Owner. They tolerated my feedback when given and continued to do their job without taking offence to my feedback.

Simply put, They Should be in the Uited States Army. They are exacting. They did an Excellent Job. Fellow Service Members, I First Sergeant [redacted] recommends Flooring America as, " Your First Choice".

I have been told by my soldiers that I am like Hitler, Slave Driver, Gargamel, Cruel and many other distasteful names. None of which I am proud. I can tell you I am Always focused onExcellent and Superior Performance consistent with Ny Army Training.

They Passed the Test.

The Kitchen Floor was installed in a Superb Fashikn. . It looks Excellent.

I would never recommend the other Installer.

Flooring America is Now **r First Choice.

They are courteous and Professional on the Phone.

Frankly, They are Just Plain Awesome.

Give them Your Business, especially if you are disabled. You would have nothing to do after the job is complete. They cleaned the place like a paid maid-:)..

First Sergeant, US Army.

I give them 10 plus 10 with ten being the highest-:).

I am having problems with indicating the the rating. I am extremely likely to recommend them to other customers.

I cannot press the best rating. Please do so for me.

The first time we worked with [redacted] at Flooring America of Chandler was in November 2012 when we had new carpet and pad installed in our home in two bedrooms, loft, stairs and family room. Absolutely gorgeous and we could not believe the price and quality of the product. There was absolutely no pressure on [redacted]'s behalf.

In July of 2013 we decided to sell our home and buy a new build and asked [redacted] to meet us at the model home so he could quote carpet for the bedrooms and possibly wood for our home office and master bedroom. When he asked what we were doing about the tile and baseboards, we let him know we were going to let the builder install those. He asked for the opportunity to quote the entire home, which we thought was crazy as ALL the flooring and baseboards would have to be removed. He said no problem, they do this sort of thing all the time even in brand new homes. [redacted] quoted the job and most definitely came in lower than the builder and offered a lifetime warranty on their workmanship as long as we own our home.

Six months later, we sit in our new home with the most amazing flooring ever! We have gorgeous 12x24 tile, 5" plank hardwood floors, upgraded carpet and pad and 5 1/4" baseboards that sit properly on top of the tile and wood, unlike what the builder would have done.

No one could believe that the day after we closed escrow everything was being torn out and it seems we may have started a trend in our new neighborhood.

We cannot thank [redacted] and all the installers enough for the beautiful workmanship. High quality work at its best! We will continue to refer you for years to come and will be calling hopefully this year to have our custom shower done as well.