Polo Palm Paints Reviews (%countItem)
Polo Palm Paints Rating
Address: 3738 Avalon Park East Blvd, Orlando, Florida, United States, 32828-4805
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Unscrupulous business practices, over charging on per/sqft materials by nearly $1k, shotty workmanship, 4 day job took 12 days, awful customer service
Polo Floors/Paints is the epitome of unscrupulous business practices. They not only inflated the measured sqft for our tile install but then they added 18% in waste (which was nearly a $1000 in overcharging). Then, they tried getting us to sign a non disclosure by bribing us with a $250 discount which we refused to sign. Buyers Beware! Here's our story...
The co-owner, Robert Polo, came to my home to measure. We were changing the existing tile in the foyer, kitchen, 1/2 bath and laundry. They gave an estimate and we accepted. The job was booked for a month later based on their availability. The job was projected as a 4 day process but the workers kept leaving for the day at lunch time and several days showed up without materials (grout, mouldings, quarter round) which caused delays. During this time we had no use of our kitchen or laundry and we had to keep our two dogs in our master bedroom....so our patience was growing thin with the lack of productivity.
On the last day of the tile install there were 8 boxes left on the pallet in our driveway. The installers took 6 of the boxes and left us with a box and a half. We were surprised by how much extra tile was left so we measured the space ourselves and were shocked to find the huge discrepancy in the actual sqft vs what they had listed on the quote. Other frustrations were: the white quarter round they installed had markings all over which caused us to have to paint the baseboards and quarter round. In one area they cut the tile to short leaving a gap between the carpet and tile which caused them to have to stretch the carpet. They also spilled grout in multiple areas in that carpet. In the bathroom and laundry they cut the bottom of the wood frames leaving gaps between the bottom of the frame and tile (our fingers could fit under the frame). Also, they had removed and damaged 7 wooden transition strips where the new tile connected with our wood floors and they said they couldn't find matching replacement transition strips. 5 days post tile install we called asking for an update. They finally brought us transition strips but ours were cherry and they brought oak. At this point, we were 12 days post job commencement and I just wanted it done. We also requested Robert to re-measure the space. I watched him measure everything in squares using the electric wall measure- so for example when he measured the kitchen he went wall to wall (not excluding the 9'x3' counter bar or the 3'x2' island) then he added waste. To put it in perspective, Lowe's measured and the measurement was under 397 sqft, Polo's measurement was 678 sqft.
Upon conclusion, we emailed requesting the bill. They charged us $250 for removing our kitchen island that they never removed and had actually tiled around, they added $255 for transition strips that was not on the original invoice, they never credited us all the extra boxes of tile that they took from the job back to their store (due to over measurement) and they were still trying to charge us demo/install etc. on the inflated sqft. When I began questioning the credibility of their business practices Robert W, the other co-owner and son in law of Robert Polo, got involved. He agreed to charge me for the actual install/demo sqft (how nice of them to only charge me for the sqft I should have been charged) but it also came with deflection of blame and character assassinations of my wife and I because of us losing our patience with them. An apology from them would have been much too professional for this company.
I stopped into their office to remit the final balance and Robert W said that for the inconvenience he would be taking $250 off my bill. I was surprised as this was the first time I heard this. Then, he placed a non disclosure in front of me. He was bribing me. I refused to sign the non disclosure and due to this the bill was not reduced by $250. Its more important for me to let people know what kind of company these people are.
Since the owner attempted to bribe us with a $250 credit only if we agreed to sign a non disclosure- we feel we should still be provided with the $250 inconvenience credit as our inconvenience did not go away.
These people are crooks. The amount of false claims and left out details in this post is amazing. Thankfully we have documentation to fight these false accusations (which we are). Also, I think it is important to put this at the top, they were NOT bribed. More on that at the bottom. Also, the transition strip they posted is NOT the one we put in.. Crooks.
First off, they failed to mention our long working relationship. We have done many jobs for them in the past on other properties. However, we have never had to deal with his wife.
Secondly, We didn't agree on the amount that was over measured, we only agreed to give you 6 boxes worth (even though there was only 4) as discount you were demanding because your wife threatened to bad mouth us on social media when Robert (other co-owner) was in her home if we did not. Turns out her Facebook lists her as Director / Officer at Avalon Park Board of Directors.
Now for the real facts of the work:
#1 When the job was complete 4 boxes left over plus 1 and a half that we left in your garage in case of future need (if you break tile for example). Before those boxes were returned to our storage your wife said there was 8 plus 1 and half and wanted a larger refund. You were told before and always knew you would get a refund for anything more than 2 boxes left over which are always left in our customers garage despite what the measurement was. We go by how many boxes were used so that you are NEVER over charged! When people add waste it is an estimate, how much tile is used on a job and how much is left over after the job is complete is 100% accurate.
#2 You chose to put in the transition strips that are currently there now. Before we started on your floor we told you that if we removed the transition strips that they may break and not be reusable and in that case you could choose another for us to put in. When we brought you options you said no to all of the original ones and when Robert told you that if you would go to the store and pick one we would put it in. At this time you told him that your time was worth much more than his and that it is not your *** job to go pick your strip color. You then told him to get the F out of your house.
***'s wife actually told my employees to go *** themselves on 3 different occasions. At this point I had to take over because my employees refused to call them back or go to her property any longer. That has never happened. And I didn't know what I was in for but knew they what they were trying to do.
Our workers ended putting in a transition strip that I have photos that do not look like the one they have posted and match very well. If it allowed me to post pictures here I would.
I spoke with her husband *** (the person posting this) on the phone and told him we will not work with them anymore in the future but just want to be done with this job and get the rest of our money that was owed to us. He agreed on the phone to never write anything bad online or speak bad of us to anyone and we would part ways with no "Bad blood". When he came in the next day we went over the revised invoice that shows 6 boxes back and everything was agreed to be paid. I showed him the privacy agreement that we he agreed to on the phone day before so that he wouldn't bad mouth us. He called his wife and she came storming in our store 5 min later.
I told her I did not want any further escalation and that the way my employees and workers were treated was unacceptable. She told me I was 5 and that I was in elementary school. She said she would tell anyone she wanted to go *** themselves and I need to grow up. I asked them both to leave twice and they refused. She stayed for 5 more minutes yelling so other customers could hear her. The only customer that was there went outside and waited for her to leave. She was shocked at her behavior. We respect everyone we work with but we will not work with anyone who shares this customers lack of respect to others. Resolution has already been attempted. This will be resolved in court.
(The consumer indicated he/she DID NOT accept the response from the business.)
We are the crooks? How? We over paid for subpar workmanship and service. What exactly could we have done differently to get them to install the tile and transitions strips according to the quoted time frame? Now, we have transition strips that do not even line up, they are oak instead of cherry and were an add'l $250 added to the invoice. How did we benefit at all from this experience? And what would they be suing us for? They were paid for the job.
I am not shocked by this companys response. This is what we were on the other end of the entire time. They lack accountability and professionalism. They fabricate situations and try to deflect blame...just like they are doing with their claim that we told them to go F themselves. Absolutely false and unnecessary character assassinations but again its their way to try and make themselves feel better for their unscrupulous actions.
The pictures I took are exactly before and afters of whats in my home so their claim that they arent are ridiculous. Also, how else would I have a non disclosure agreement with their company information on it unless they provided it? They offered a $250 discount if we agreed to sign it. They dont want anyone to know how they try to overcharge customers on sqft estimates.
Read the other reviews about how Robert/Omar/Jessica have treated past clients. We are not the only one.
(not sure who this is because you both have posted the same material on other sites) You were treated with the utmost respect when we worked for you. As far as past clients go, you are our past client. You neglect to inform people that we have done numerous jobs for you in the past and you have always used us. I don't know what changed with you both but I can see this is clearly personal for you, it is not for me. As far as you saying that you never told my employee and co-owner to go*** themselves, that is blatant lie. I have many people who heard your rant while you were in the office and heard you call me a 5 year old for not being okay with how you treat people. The truth is we did a lot of work for you in the past and had a great relationship with you. Not sure what changed but it is purely personal and the majority of what you are saying is false. Yes, the job took longer than expected, that happens and we have apologized for any inconvenience that may have caused you. Again, if we had measure more sq ft than what was accurate it would not matter. Everything left over (more than 2 boxes) is refunded so please stop throwing that at us as if it were relevant.
There was a customer at our store when you made a scene (probably was the point). Thankfully it was a return customer and our service to her in the past was enough for her to ignore your rant. Everyone has and deserves the freedom of speech but please do not confuse that with libel. If you wish to post negative reviews about us that is 100% fine but please make sure they are factual. You can say that we suck in your opinion or the project took too long. But please stop posting false comments.
Honestly, we are disappointed with how things went after having a good work history with you and clearly you are too. I will agree to disagree and for the sake of saving time you can keep the $250 and put it towards a different set of t-molding (even though we did not install anything without your approval and you shot down all but the one that is there now).
You do not owe us anything now, we are square. Have a great day to the both of you.
company started install with not enough flooring, due to miscalculation of sq.ft. Asked to pay additional for their mistake.
First of all, I am not impressed. We were lied to and taken advantage of by this company. The owner Robert Polo came and measured our upstairs hallways, media room, and stairs for installation of the new waterproof laminate flooring. We were quoted a good price of a little over $4000 dollars. We paid half up front, $2000 and when the job was finished we paid the rest. But the unfortunate journey starts when the installer, Omar, shows up to our house. He and his staff remove all the of the carpeting from the stairs, second floor hallways and media room. They stared installing the flooring in the hallways. Omar noticed that there wasn't enough flooring to complete the job. We showed him the paperwork that Mr. Polo had given us with is handwritten measurements, drawings, and estimates. Omar stated "he does this all the time". Omar and myself added up the measurements and came up a little over 200 sq ft shy of what was needed. Omar called Mr. Polo and he shows up at our house and tells us that he made a mistake in the amount of flooring ordered and that we would have to pay an additional $1300 for the flooring. My wife and I exclaimed that this was his fault and not ours. Mr. Polo told us that he could install the carpet back in the home and he would give us our money back. Are you kidding me, the carpet was cut up into small pieced for removal and thrown in the back of a dirty pickup truck. The job was half complete. He told us that he could order the additional materials and that we could pay him whenever we had the additional $1300. By now, my wife is in tears, so I told him that he could order the additional flooring needed. We shook hands and agreed upon his terms. What else was I to do? A week later, the contractor Omar comes back and completes the flooring and the stairs. during the final inspection I noticed that there was an half inch gap between the bottom of our door frame molding and the flooring. I showed Omar and he told me just to put some caulk in and it would be fine. Isn't that his job? He said he would be back to finish up and that he would have Polo Floors call us to schedule. I told him that would be fine. Of course, we never heard back from Omar or Polo Floors. So we waited a little longer and no response. I took photos of the door frames and sent them via a text message to Mr. Polo. He responded back saying Omar would come to finish that up in the next day or two. A week went by and still no Omar. At this point and time it was a month and a half after the install supposedly was completed. We started receiving phone calls from the office manager of Polo Floors, Jessica, who we had never met before or dealt with in the past. We had only dealt with Mr. Polo, the owner himself. Jessica kept asking us to pay them in full. This was around Thanksgiving of 2017. We called Mr. Polo and told him that we couldn't pay him at that time. He was very gracious and said "no problem, pay me when you can". Now the Christmas holiday had passed and we didn't have the money still. Now Jessica is calling us and leaving threatening messages. My wife called Mr. Polo and he told her the same thing he had told me, "no problem, pay me when you can". The next phone call we got from Polo Floors was from Jessica's cell phone and not the store number. My wife answered and at the end of the call my wife was in tears once again, because of the threats that Jessica had mad to her. We scrounged up $250, to pay a little bit to just ease the situation. We drove over to the office, proceeded to pay the $250. Jessica demanded that we pay them in full next month. We told her that we would pay $50 next month. She exclaimed that her father had never agreed to that. She got him on the phone and they were speaking in Spanish. My wife is Hispanic and speaks Spanish fluently and overheard the conversation. Jessica hung up the phone and told us that her father agreed to accept the $250 and pay the additional amount in full. We knew this to not be true.
We would like Polo Floors to finish the job and us to not have to pay the $1300 additional dollars due to their mistake, not ours.
In response to the claim filed by Mr. ***, on 9/29/17 they purchased luxury vinyl flooring from our company for 329 sq ft and 17 stairs. I am attaching Invoiced signed by Mr. for 2nd Floor hallway and stairs area. It also included removal of existing carpet. When my installer was there he called me that they also wanted the room to have the same flooring. I went over to there home and mentioned it was not invoiced that we can add it for an additional charged. I also mentioned I could replace it back with carpet for them, not once did I offer to put back there old carpet. They agreed to purchase additional floor. They had to leave town so we had to wait to install the additional flooring. I gave them 30 days from install date for additional flooring for them to pay. I have attached invoice signed by Mr. on 11/4/2017. We also reached out numerous times to schedule this for them and also send Omar my installer back to there home and they never answered. On 12/5/17 we left a courtesy message to remind them payment for balance was due to please contact our office. We gave them a couple days no answer and left another courtesy message to contact us to arrange a payment for their balance. We gave them several weeks to respond. On 12/29/17 we left a message to please contact our office or we would be forced to send the account to collections. On 1/5/18 Mrs. accompanied by Mr. showed up to our office being very rude and hostile, Mrs. was speaking very loudly at my employee Jessica. Jessica explained to Mrs. we have tried numerous times to contact you in reference to your balance you have not responded and show up now screaming at my office. Jessica explained she has a balance and Invoices signed by her husband for her floor. Her payment for the $1300 was due on 12/4/17. She offered to pay $250.00, Jessica called me and explained to me that she was out our office being very rude and hostile and only wanted to pay $250.00. I told Jessica to accept it and out of courtesy would give them another 30 days to pay the balance. She very rudely stated she will pay when she wants and rudely left our office. We provided a service and was properly and professionally completed. I have been very polite and professional tried to offer a payment plan and they simply do not want to pay. I will be forced to send this account to collections, since out of good faith they do not want to pay for the floors.
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not agree with the response. We have attached records that are signed by The office manager, Jessica, that shows we have made payments and have set up a payment schedule.
On 9/30/2017 we reviewed the hand written draft that Mr. Polo had written out and it shows that we had approved the hallway, the steps and the loft. If you notice in the draft that the measurement for the loft shows 18 x 2, instead of the actual 18 x 12. He mistakenly forgot to put the "1" in front of the "2" in the loft measurement. This room was never added after the installer arrived, as the response claims. The installer claimed that "Robert Polo always takes the measurements wrong." When the installers called Mr. Polo, he apologized profusely and came over to the house. Once he arrived he apologized some more and said, "everyone makes mistakes." He stated that if we did not accept the additional cost that he would put "our" carpet back. We stated that we didn't have the rest of the money to pay you. He calmed us down by stating that we could pay him when we are able. The first week in December we received a text and a call from Polo Flooring, asking us when we would be able to come in to the store and make a payment. My wife spoke with Mr. Polo stating that we would no be able to make a payment and that we would pay next month. Personally, Mr. Polo stated "No problem, you don't have to worry. I told your husband that he could pay me half." My wife responded by saying "we cannot even pay half now, we will let you know next month." Everything was good and trusting each other so far, even though we felt that we were cheated by Polo Flooring not accepting responsibility for their mistake. We are taking responsibility by making payments as promised. My wife also reminded him to have the officer manager to stop calling the house because we have a verbal agreement for payment plans directly with Mr. Robert Polo. The company never called on 12/29 saying they were going to send us to collections. We never spoke with anyone from the company nor did we have a voicemail from them. My wife spoke with Jessica on January 3rd and explained to her that we were not able again to make a payment. Jessica then aggressively threatened my wife verbally stating that she was going to send our account to collections and put a lean on our house. My wife asked to speak with Robert Polo and Jessica rudely said that she could deal with her. After this call, my wife called Mr. Robert Polo personally and told him that his office Manager Jessica had threatened her and that was not the agreement we had put into place. Once again, Robert apologized profusely and stated that we could make a payment next month. My wife disagreed and said she would pawn some of her mother's jewelry to make a payment just to stop the drama. He said, "no you don't have to do that, sometimes we get heated up and say things we don't mean." My wife told him that we would make a payment on 1`/6/18. Our oldest daughter agreed to let us borrow $250 to make a payment and stop the dispute. Without being hostile, we went to make the payment on 1/5/18, we told the office manager Jessica, that we were going to pay $250. She then demanded that we pay the rest of the amount next month. We told her that we could only pay $50. She got very upset, yelling, that she knew her father did not agree to that. We never had told her that we agreed with her $50 next month and that the $50 was the only amount we could pay. She called her dad, Robert Polo, in front of us and told him that we were at the store paying $250 and that we had told her that we could only pay $50 next month. Robert Polo agreed to that. We had Jessica sign and approve the payment of $50 next month. Once again, see the attachment that she had signed. It is not that we don't want to pay them. We are complying with the Verbal Agreement "Pay me when you can", stated by Mr. Robert Polo, who represents the company. Also, on the same day, we informed Jessica that the installers had not completed the job and we have not heard from them. We also stated that it is not the responsibility of the installers to call us, but the companies. Jessica stated that she would call us on Tuesday 1/9/18 to schedule a time for the installers to come and complete the job. That call never happened, as she had promised. We have had to pay someone else to fix the edge of the carpet where the installers had placed a threshold between the carpet and the newly installed flooring. The installers never tacked the carpet back down with a tack strip and had left it loose. Please see attached pictures.
We would like for all communications between ourselves and Polo Flooring to be in writing.
We have been receiving phone calls from a company called "Accounts Receivable" 321-710-3530 stating that there is a serious issue with your person and to contact us immediately. We are not sure if this is in regards to this dispute. However it is unreasonable to send an account to collections if payments are being made.
Our next payment should be on 2/5/2018.
We gave them 30 Days to pay for the additional section, the original invoice never included loft area. Then they asked for more time we granted them an additional 30 days, they kept saying we will pay you when we want we don't have the money. Mrs. stated in our office she will pay when she wants and will only keep paying what she wants. I explained to her she needed to pay her balance. Since she refused to pay and kept saying she has no money and doesn't know when she will pay. We sent her account to collections since she reported us to Revdex.com, since this shows that she has no intention to pay. If they come and pay we will gladly close her collections. Once payment is paid in full we will gladly close this file and close her collections file. Thank you