ACME FLOORING COMPANY INC

"Hi [member name removed], It took me a minute but I found your file! We haven't checked Angie's List in awhile so I regret that we could not address this sooner, but I did want to offer a few explanations, and you are welcome to get in touch with us if you feel like there is something we can do for you. Of course, it's our mistake that we did not end up getting in touch with you that final time, and I am so sorry about that. I'm sure it was an oversight in our scheduling since we are a small office operation, but it's absolutely our fault. Please know that we would not have minded if you had given us another call, but I know you don't just have the time to continually pursue us. As far as our workers not coming on time, I hope you understand that we go to many jobs throughout the day, and that the best we can do is have an approximate time that we will be at your house. Still, I know it can be frustrating. For any excessive mess that our workers made, that is unacceptable and we always hope to hear about it so that we can correct it. We do use subcontractors, and that is simply because many people prefer to work that way. A lot of our subcontractors are former, long-time hourly employees of ours, and have since wanted some more freedom in their scheduling. I guess the main thing I want to address is the stain and mess left. On the proposal we provide to each potential customer, prior to agreeing to do the work, we always include a disclaimer about touch-up painting and cleaning after our work is performed. It says that there may be touch-up painting and cleaning necessary after the job, but that we do not include that in our proposals or price, so if any painting done after we left, you did not pay for it but not receive it. The logic there is that we simply cannot do our jobs without making some mess, which we try to keep to a minimum. It's just a hazard of the job and the fact that at its root, it's just messy work! We aren't cleaners or painters, so we'd rather keep the cost of those things out of the work that we do and leave it up to you. That way, if it is necessary, you can choose to do it yourself or get a professional, but if it's not necessary (i.e. we didn't make any mess whatsoever), it won't have been included in our price as potential overhead. I hope that explains why what may have happened with the stain on your baseboards, etc. but it certainly does not excuse our lack of communication about it. We absolutely apologize that you had a frustrating time with the scheduling of our work. If there is something we need to rectify further, please let us know. Thanks for your review, Katherine"

"Thank you for your positive review, Customer! It's always nice to know what we're doing right and to see what we can improve on as well. Much appreciated! Katherine Ross Office Manager"

"Hi Customer, I just wanted to apologize for your missed appointment. I tried looking back on our records in the hopes of offering you an explanation for what happened, but I can't pinpoint anything in particular. The only thing I can think is that we lost a call log around that time, which may have contained your info that we needed to keep the appointment or contact you. Either way, it's an embarrassing and regretful mistake. I hope your situation was resolved, but we welcome a second chance if you need anything in the future. Thank you for posting your review! We need to know when we fumble. Regards, Katherine Ross Office manager"

"Customer, Thank you so much for giving us a detailed review. We are thrilled that your experience was positive and of course appreciate knowing what else we can do to help our customers. We'll definitely be working on providing clearer timelines for scheduling. Thanks again! Katherine Ross Office Manager"