Response from The Floor Mender
First of all, I want to say I am sorry (removed member name) feels like he encountered a "bait and switch". Let me go one by one on the points he discusses. RESPONSIVENESS= My rating of a C. I received this email at 510 pm January 25th. "Good Evening: I have a few rooms (maybe 5) in my home that need to have the wrinkles taken out I would like to know the full cost of this service including the 5% Angie’s List Member discount. Can I get someone to look at my needs and quote me a full price?" at 727pm January 25th I emailed back "I will contact you in morning. thanks thefloormender.com" the next morning January 26th at 852am, I emailed you a price guide(I will discuss this guide later) also on the January26th, I spoke with you and scheduled an appointment for the following day Jan 27th. I also emailed you ( at 721 pm the 26th) the same price guide along with this "I have you scheduled for tomorrow Tuesday Jan 27th arrival window of 12-3 with a call 30 minutes prior to arrival Thanks, Kevin Benton 972-375-8067. We look forward to servicing your carpet restretch or repair needs. We move household furniture but ask that you move breakables, clear off dressers, nightstands and under bed items, and remove from room. Of course any furniture that is already moved will speed the job along. Office equipment, exercise equipment and pool tables are an additional cost. We will let you know about closets as needed." So as I see it, from the initial contact at 525pm Jan 25th, to the scheduled appointment a 12-3 window of arrival on Jan 27th, there was 43-46 hours to complete the job. That seems like a great response to me. PUNCTUALITY= My rating was a B It is a 12-3 window of arrival with a call 30 minutes prior to arrival, this was discussed when we scheduled, and was also emailed to you at 721 pm the 26th. QUALITY= My rating was a C The FloorMender gives a three year warranty on work performed. PROFESSIONALISM=My rating was a D.. I think you can look at my reviews and see this is not representative of my work. PRICE= My rating was an F. This one gets me, On my Angies profile under media and below photos, is my document-priceguide. I know this one is difficult to get to. However, as I have mentioned previously, the priceguide was emailed to you at 8:52 am the 26th, and again at 7:21 pm the 26th. I also typically text a copy of the prices, but cannot say for sure if I did this with you as my phone texts don't go back that far. Also as soon as I walk in the front door, I hand you a two plastic sleeves with typed priceguides, one for all carpet stretch and repair items, and one front/back with carpet cleaning, tile cleaning, upholstery cleaning and air duct cleaning prices. So, you may have one text priceguide, you definitely have two email priceguides, and one hardcopy priceguide. All of my prices are posted, you had access to them 3-4 times. Here is a portion of my guide (I have utilized cut and paste, no changes were made) CARPET RESTRETCHING PRICE GUIDE A room can be up to 175 square feet. If the room is bigger than this, an additional fee will be charged as shown. Each additional square foot = $0.25 per Any area 30 square feet or less = $ 25.00 Whether you have one wrinkle or a dozen in the room, the cost is the same. The whole room is stretched to solve the wrinkling problem and to qualify for the 3 year warranty. Berber carpet is an additional $10.00 per room. Single room charge is $100.00. First room $ 89.95 Each additional room $ 50.00 per EXAMPLE 1 room only = $ 89.95 2 rooms only = $ 139.95 3 rooms only = $ 189.95 4 rooms only = $ 239.95 ===== Your master bedroom was 15 x 19 (this means it is 285 sq ft, so as per my priceguide, a room can be up to 175 sq ft each additional sq ft is $0.25 per..meaning you were charged the first room charge of $90 plus 110 ft upsized (285-175=110) at $0.25per , so an additional $27.50. your front room was not oversized and was charged $50 your game room was oversized, (18x17=306), so you were charged $50 plus upsize (131 ft at $0.25)=$32.75 here is another portion of my priceguide(cut and pasted) === Transitions are $7.50. Closets are an additional cost. Carpet seams are broken only when absolutely necessary. Take apart carpet and reseam up to 36 inch opening or doorway =$ 15.00 per door. Stairs (standard waterfall type, up to 16 steps and 2 landings) = $ 125.00 or $10 per step. Upholstery work extra. === you had three transitions, $7.50 each as my guide states, you were charged $22.50 one seam $15, as my priceguide states, you were charged $15 stairs you were charged $25 for two , extra work was required. there was an area at the top of the stairs, you were charged $50 So your total cost minus the 5% Angie's discount, was the exact amount you were charged. I did not make anything up along the way, the prices are clearly posted and provided multiple times to you via various methods-text, email, hard copy. There is no "bait and switch" as you claimed. Please feel free to contact me directly with any remaining concerns you may have.