Selah Flooring

"We at Selah Floors we like to own up to our mistakes. I felt this was a humbling experience for us as a company because after 30 years in the business I finally got stump on a rapid solution. Mr. [Consumer Name Removed] is correct there was a miscommunication regarding the type of stairs they wanted. I can see how they think I was being stubborn on what they wanted. However, that was us ([Consumer Name Removed] and Selah Floors) just having poor communication. However, at the end they got an upgrade on their stairs at no cost to them. In fact, my experience with the [Consumer Name Removed] even though it was challenging it was actually pleasant. It did surprise me with the very bad review not that I expected a 5-star review, there were some issues. We do want to clarify somethings 1. Temperamental: What Mr. [Consumer Name Removed](Mrs. Amel husband) perceived to be hostile. I see it as setting boundaries. When I felt he was belittling me in front of my employees because of the miscommunication. I felt I had to put a boundary line to that. No one likes to be belittled in front of their employees. Especially, when I wasn't backing away from my responsibility, I was still being friendly trying to find a solution. After Mr. [Consumer Name Removed] tried to belittle me, I can see how it could be perceived as me treating Mr. [Consumer Name Removed] with less friendless. I do recall getting a bit upset and asking him to stop treating me like he was, that we were in the same team and the solution could be found. 2. Damage boxes. There are two things going on here. Floor and Decor damage some boxes. However, floor and decor have a good return policy they will compensate for those damage boxes. Where we could be perceived at fault is some of those damage boxes were open. Those damage boxes were going to be used in the stairs, since we changed the spec in the stairs, we didn't used them. However, knowing Floor Decor they will still refund those boxes, since only the box was open. 3. Furniture: We have completed this job several weeks now and this is the first time I am aware of damage furniture. I do not know how furniture can be damage when they are still in the box? Also, there were other trades in the house when the furniture was out of the boxes. How sure are them that it was us and why wasn't that communicated asap? 4. Sur par installation: What they claim to be subpar installation, I would defend as above standard procedure but less than customization. Mr. [Consumer Name Removed] wanted customization installation (which he did get in the stairs) for the same standard price. Some customizations I agreed such as putting an end cap in the shoe molding. I think that makes the job looks more professional with little to no effort. However, there were some that really just were being over the standard installation. For example, he wanted us to bondo the 45 angles when shoe mold connects. Mr. [Consumer Name Removed]didn't want to see the lines were the shoe mold connected. That could be done but that is consider a customization project, because there would be drying time sanding and painting involved. Overall, we did learn some valuable lessons in this project. Itemizing the products and the standards that the price covers is going to implemented as a company policy. I believe that would of save a lot of stress from the [Consumer Name Removed] and also to us."

"Hello Mrs. Sharon, I feel so bad for your experience with us. I was not aware of your dissatisfaction with us. We never received a call from you or a complaint. I recall you being a very sweet lady to us, and we would done anything to fix the problem. I do recall that your home was an installed above ground, meaning you didn't have cement foundation. The plywood in some areas needed to be replaced, because it was creaking and had movements. I know it's been a long time, and I may be wrong, but I believe we suggested to replace some of the plywood. If you received this message, please contact us 832-967-7259. I would love to hear from you and there might still be a possibility to fix that issue. - Omar Moreno"

"Customer would change the scope of work and expected the same price. For example, we agree to install 200 sqft of tile for $2.00 (straight) per sq ft. Once we got to do the work he added 60 sq ft more and wanted a design pattern. When I told him it would be more (2.50) he flipped and made it sound like we were taking advantage of him. I ended up charging him 2.30 per sq feet, but he expected the thin set and grout to be included. We feel customer was taking advantage of our willingness to give him the best value for his floor. We delivered his wood for free, didn't charge to move furniture nor dispose carpet. Yet he wanted more discounts."