DUCA TILE AND STONE

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The tile installation was set for Dec. 11 at 8 am. I carefully planned and coordinated the time with Duca so that I could take off of work. At 8:45 am, I received a phone call that due to the roads, they were running late. At 10 am, I called the company and indicated that I needed to leave by 11 am to get to my luncheon for work. The conversation went like this: 
Me: "Just wondering when you plan to come out this morning, I need to leave by 11"
Duca tile owner: "So, I just need to be there before 11?"
Me: "I am leaving at 11 and I was not planning on leaving you in my home when nobody is here."
Duca tile owner: "Well, I AM the owner of Duca tile."
I left at 11. He had not arrived. I called the office to tell them I had left home and wanted to work out a deal to pay for the tile, but not have them do the install as I can't take time off work for them not to show up. The woman on the phone told me, "yes, I know he was trying to get out there, but he was tied up with some other clients this morning."  (So much for the weather excuse...and I thought I was on the schedule for 8 am!) She took my information and said she would get back with me.  I did not receive a phone call in return, but instead an email on December 20 (9 days later):
"I was sorry to hear we weren?t able to help you with the
installation of the tile. I credited you for the installation of the project
and there is still a small balance open, if you can send a check when you get a
chance, we would appreciate it. Hope you have a Merry Christmas!"
The following email conversations provide a prime example for the very rushed/low priority customer service I received. Not once did anyone call me to apologize. I did receive my refund check...after some communication effort.
Read the email thread below from the bottom up. 
-----Original Message-----
From: D @ducatile.com]
Sent: Friday, January 03, 2014 3:44 PM
To: T
Subject: RE: DUCA revised invoice
Hi T,
The check will be for $150.  Yes, the tile is $5.98sf, and I have 3 boxes
here with 6sf in each of them. 18sf @ $5.98 = $107.64. but you paid a total of
$100 with the discount I extended you earlier.
The check is being processed.
D
 
-----Original Message-----
From: T
Sent: Friday, January 03, 2014 8:56 AM
To: D
Subject: RE: DUCA revised invoice
So, how much will the check be?  What is the cost of the tile?  Please still answer my question.  Thank you.
 
-----Original Message-----
From: [email protected]]
Sent: Thursday, January 02, 2014 4:32 PM
To: T
Subject: RE: DUCA revised invoice
It doesn't - I'm sorry, I forgot to credit you for the
edging of the carpet that we obviously didn't do! I'll put in a credit for you
with our book keeper and she will issue a check, you should see it in a 3-4
weeks in the mail.
Again, sorry about this, we will get you your credit as
soon as possible!
Thanks for your patience,
D.
-----Original Message-----
From: T
Sent: Thursday, January 02, 2014 4:05 PM
To: D
Subject: RE: DUCA revised invoice
D, would you please help me understand the tile cost
that totals $250?
I thought it was only $5.98sf.
Thanks,
T
 
-----Original Message-----
From:  @ducatile.com]
Sent: Friday, December 20, 2013 2:31 PM
To: T
Subject: RE: DUCA revised invoice
I'm sorry I didn't communicate it with you. Since we were
installing it, I didn't think to mention the tile was not returnable. However,
we won't charge you that extra $37 for that tile so you won't owe DUCA
anything, we will have the tile here to pick up whenever is convenient for you.
Thanks T. Hope that helps,
D
 
-----Original Message-----
From: T
Sent: Friday, December 20, 2013 2:05 PM
To: D
Subject: Re: DUCA revised invoice
That was an important part of the communication to me.
Thanks.
 
On Dec 20, 2013, at 1:04 PM, "D"
<[email protected]<mailto:[email protected]>>
wrote:
I'm sorry for the confusion T! I invoiced you for the
tile + the sealer.
I credited all the labor to install. The tile is here and
you can pick that up whenever is convenient for you. Unfortunately, it is not
returnable.
 
From: T
Sent: Friday, December 20, 2013 12:47 PM
To: D
Cc: @ducatile.com<mailto:@ducatile.com>
Subject: RE: DUCA revised invoice
Thanks.  My understanding is that I only owe for the cleaner.  I am confused on how the cleaner at 12.95
became $37.  Would you please explain?
 
From: @ducatile.com]
Sent: Friday, December 20, 2013 12:07 PM
To: T
Subject: DUCA revised invoice
Hi ,
I was sorry to hear we weren't able to help you with the
installation of the tile. I credited you for the installation of the project
and there is still a small balance open, if you can send a check when you get a
chance, we would appreciate it.
Hope you have a Merry Christmas!