H.I.N. pt4

My letter:

I wanted to write and update the corporate offices of my flooring situation. Initially the tile work was supposed to be redone last week, Week of January 1, but the installer injured his hand and could not fulfill his obligation. While this is understandable we had arranged to be with out most of our downstairs, including our kitchen, for that week and had also arranged for places to stay since that is the majority of our home. My only real complaint with that was that Generic home improvement center had the installer call us instead of being accountable for that person, but that issue is past and resolved with the in-store people. It became apparent when speaking with the installer that he had little knowledge about the project as well, and had no idea of the square footage he may be working on, this gave us a bit of concern and has also been resolved. Yesterday, 01/07/07, the delivery truck arrived with the materials for the installer to begin work today. We noted immediately that there was no 1/2" hardibacker and no baseboards which we were told would be installed. What happened is the original order in 2005 was not correct and had to be fixed then adding an additional day for install. It appears that incorrect initial order was replicated for this reinstall instead of taking the time to get it right. Chick1 took extraordinary pains to try and accommodate us and do things right, but follow-through as things left her hands has been less than impressive.

I am confident that these two issues will be resolved and that the inconvenience we are experiencing throughout this lengthy process will net a properly installed tile floor. I chose Generic home improvement center for this job because I have had carpet installed by your biggest home improvement competitor and the customer service and experience was many times worse than this. As stated in a previous e-mail my home needs numerous small to large improvements over the next five years. These include but are not limited to a new deck, new patio doors, new refrigerator, major kitchen remodel, new washer/dryer, and new interior blinds. Generic home improvement center has been our store of choice in the past; however, this experience has been anything but pleasant. While Generic home improvement center has honored, or is in the process of honoring, the warranty on their product I cannot stress enough the amount of inconvenience this has caused my family and me. We purposely held a mortgage on two homes so that the current house could be vacant during the initial installation, now we have to greatly disrupt our daily home schooling routine as well as our evenings for 4-5 days. We have a 7 month old baby, born in the midst of all of this negotiation and hassle, and my wife is recovering from surgery that has hampered her ability to lift and move anything over 10 lbs for several weeks. Speaking with the Delivery driver, Dude2, yesterday he stated that "99.9% of the time we get it perfect." I truly believe that is the case based on the outstanding service given us by the managers as far as they were able. The main problem, in my estimation, has been employee turnover in the installed sales department and the "telephone game" problem of passing instructions verbally. Your time and attention to this matter is greatly appreciated.

Sincerely,

Captain Dude

UPDATE: No response to the above letter, my entire home is covered in dust, and as of 1030 on 01/10/07 the installer has not showed up or called. This sucks completely!