When Money Is On The Line Another instance is the homeowner who didn’t want to pay the installer for the job because he used shoe mold to cover the expansion space around the laminate floor. The homeowner wanted the flooring to go directly up to the baseboard. The installer refused to install it that way, showing her the installation instructions that stated how the floor was to be installed – with expansion space. The homeowner then refused to pay the installer for the rest of the job and the installer who did a significant amount of work for the homeowner was out money on that job and on doing other jobs for them. It can take a lot to stand up for what you know is right. Especially when money is on the line. But in this case, he didn’t want his name on a failed installation that he would have to either go back and continually fix or risk a tripping hazard and someone getting hurt. I Don’t Want The Hassle Then there are the customers who don’t complain. I have had customers come in a year or so after an installation was completed to say “we don’t really like it” or “it seems like there’s something wrong with it and we just want to replace it.” I will ask if they had gone back to where they purchased it from. Some of the responses are “we don’t want to bother them” or “we did, but nothing happened.” When I get deeper into the issues they’re having, some of them are manufacturing issues. I will try to insist that they file a claim and try to get the manufacturer to pay for the flooring that isn’t right. Sometimes the customer just wants to move on, they don’t want the hassle. They know they are going to be out another couple thousand dollars to do something else. As an inspector, a consumer will call because they are getting pushback and not the satisfaction they deserve. I will listen to their story and then, with that information, find things or phrases they should try to get through the pushback. I will gladly take their money, but ONLY IF I CAN HELP THEM. I always encourage them to go back to the dealer, the general contractor, or whoever is giving them issues to try and settle it before hiring me.
Premier Flooring Retailer TISE | 2025 15
Made with FlippingBook Digital Publishing Software