I don't often post things like this but I'm looking for some insight/advice from those in the know.
In January 2019 we bought a new house. It is from a custom builder, but this was a spec home that was very near completion when we signed the papers, so we didn't have time to make many changes. One thing we wanted to do was upgrade the floors, which the builder had wood floors selected. We explained that we have dogs and kids and want to be sure that the floor would hold up. We offered to pay the extra for a different floor, not looking for a freebie, but we were assured by the project mangers's bosses boss that the floor was great and would be fine. We do the final walk through the day before closing and everything looks great. The next day we go close and then get the keys. First thing we notice when we go in are gouges in the wood floor from the cleaning crew. The sales lady came to the house and she saw these gouges before one item was brought in. The builder replaced the boards that were gouged, but this should have been a sign if the floors couldn't stand up to the cleaning crew. Fast forward to today, and our floors look like they are 10 years old. Finish coming off, and scratches everywhere there is traffic. We have a 2 year warranty, so I had the PM there for another item yesterday. While he was there I told him that these floors were unacceptable and gave him the background story. He said he would pass it up the food chain. I am waiting for a callback now for the bosses boss that told us everything would be fine.
This is a high end builder that told us how they stand behind their work and how great their after the sale service is, so we will see if that is true. I have made clear that I want them to replace the floor. I realize that we paid for the original floor, and what we want will cost more from a material standpoint. I have said that I am not looking for anything free, I just want it right and want to be happy. I did not tell them this, but I would be willing to pay the difference in material cost for the upgrade, but in the end we tried to change the floors from the onset, and they told us no. I think they already had the floor purchased and had no other place to use it at the time.
For those that know the business and have been through similar situations, what advice to you have, and what is the likely hood that they will do the right thing? Is there anything that I should be saying that will increase my leverage? Like I said this house was a lot of money, so I would expect a different level of service and commitment to their product.
In January 2019 we bought a new house. It is from a custom builder, but this was a spec home that was very near completion when we signed the papers, so we didn't have time to make many changes. One thing we wanted to do was upgrade the floors, which the builder had wood floors selected. We explained that we have dogs and kids and want to be sure that the floor would hold up. We offered to pay the extra for a different floor, not looking for a freebie, but we were assured by the project mangers's bosses boss that the floor was great and would be fine. We do the final walk through the day before closing and everything looks great. The next day we go close and then get the keys. First thing we notice when we go in are gouges in the wood floor from the cleaning crew. The sales lady came to the house and she saw these gouges before one item was brought in. The builder replaced the boards that were gouged, but this should have been a sign if the floors couldn't stand up to the cleaning crew. Fast forward to today, and our floors look like they are 10 years old. Finish coming off, and scratches everywhere there is traffic. We have a 2 year warranty, so I had the PM there for another item yesterday. While he was there I told him that these floors were unacceptable and gave him the background story. He said he would pass it up the food chain. I am waiting for a callback now for the bosses boss that told us everything would be fine.
This is a high end builder that told us how they stand behind their work and how great their after the sale service is, so we will see if that is true. I have made clear that I want them to replace the floor. I realize that we paid for the original floor, and what we want will cost more from a material standpoint. I have said that I am not looking for anything free, I just want it right and want to be happy. I did not tell them this, but I would be willing to pay the difference in material cost for the upgrade, but in the end we tried to change the floors from the onset, and they told us no. I think they already had the floor purchased and had no other place to use it at the time.
For those that know the business and have been through similar situations, what advice to you have, and what is the likely hood that they will do the right thing? Is there anything that I should be saying that will increase my leverage? Like I said this house was a lot of money, so I would expect a different level of service and commitment to their product.
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