Hi Sally,

Sorry to hear that you're getting grief from this client & that she thinks I'm to blame for not pointing out some of the issues that have arisen, but as far as I’m concerned most of the issues she’s raised are historic problems with their house and she’s expecting us to inherit the problems by default just because we’re laying a new floor, which as far as I’m concerned is unreasonable!

In my defence, this was a difficult survey to do as the room was rammed with stuff (see site photos attached) & to make matters worse, the client decided it would be a good idea to sit in an armchair in the middle of the room I was trying to measure & nurse her young baby (as you can see in the 1^st photo)! Considering the survey was meant to be undertaken observing “Covid compliant restrictions”, this made it impossible for me to enter the front half of the room (where the hearth is located) without passing within 2 metres of the client & her young baby, so to be honest I tried to avoid entering that half of the room

Although I measured the job almost 3 months ago I remember having a discussion with her about the built in cupboards & I distinctly remember suggesting that that the best way to overcome the issue of the old carpet being visible under the built in units would be for them to fit a scotia beading around the units after the flooring had been laid & paint it in to match the units. I regret not mentioning it on the quote now but as we’d discussed it on site, I didn’t feel it was necessary

Regarding the problem with the fire hearth, Roy said that whoever laid the previous carpet had laid fibreboard up to the uneven concrete which stuck out from under the hearth & then they’d laid carpet & thick PU underlay over the top, so the unevenness wasn’t visible through the carpet. I have many skills, but sadly x-ray vision isn’t one of them so not sure why the client thought I should’ve picked up on this? I did pull a section of carpet up at the kitchen end of the room to see what’s underneath (see site photos) but surely she must realise that I can’t lift all of the carpets to check the entire floors during my survey.

As far as the scratches on the flooring goes, I did put a note on the quote (see below) advising her to fix felt pads to the bottom of all furniture so it might be worth checking if she did this beforehand as this might explain why the floor became slightly scratched during the installation? I doubt these small scratches will be that visible considering the amount of furniture & other stuff that there is in the room (see photos)

Protecting the floor from scratching - Felt pads (purchased separately) should be applied to the bottom of all furniture to protect the new flooring from scratching and barrier mats should be placed at all outside entrance doors to limit the amount of debris being brought in from the outside

As you requested I did speak to Roy several times during the installation & he said that he’d explained to the customer that the fire hearth problem couldn’t have been foreseen through the old carpets & it was a result of a poor job by whoever had fitted the fire hearth in the first place, so not sure we should accept responsibility for that one!

Regarding the gap under the cupboards, Roy agreed to fit a scotia beading all around the room to solve this problem for no additional charger, so once again even if the client doesn’t remember me discussing that with her during my survey, I think Roy has been very accommodating in resolving this issue

Like I said before these are all historic problems with her house & I think it’s unreasonable for her to expect us to inherit these issues just because we’re laying a new floor? (I don’t even want to comment about her blaming me for her skirtings not being painted all the way down to the bottom!)

I’m sorry that she feels unhappy with the service we’ve provided but given the circumstances I’m not sure what else we could’ve reasonably been expected to do?

Best regards

Nigel

Nigel Symonds

Mr Carpet Ltd

Mobile: 07973 802143

email: nigelsymonds@mr-carpet.co.uk

Website: www.mr-carpet.co.uk

-----Original Message-----
From: Sally Blackman [mailto:sallyblackman@mr-carpet.co.uk]
Sent: 05 December 2020 14:23
To: nigelsymonds@mr-carpet.co.uk
Subject: FW: Flooring 113 Blagdon Road

Hi Nigel

I've responded saying I'll need to speak to you and Roy, not sure what she

was expecting.

Kind Regards

Sally

Sally Blackman

Mr-Carpet

308 Worple Road

Raynes Park

London

SW20 8QU

Tel No. 020-8947-7522

New Opening Hours Tues-Sat 10am -4pm

-----Original Message-----

From: Charlotte King [mailto:kingcharlotte66@gmail.com]

Sent: 05 December 2020 14:09

To: Sally Blackman

Subject: Flooring 113 Blagdon Road

Sally,

We wanted to email about the floor. First, we do acknowledge that Roy did

what he could with a difficult job.

The issue with the fireplace concrete was very frustrating. Nigel came round

to quote and, in our view, should have done proper diligence as to whether

this type of floor could be sensibly fitted in this house. We ended up

trying to deal with the issue ourselves in a short window of time and this

was very stressful. Ultimately, we had to get another workman in to help

remove the concrete at very short notice.

I also flagged to Nigel that I believed that the built in units may have

been assembled on the existing carpet (we bought the house with the large

units already fitted). This was another major issue that we had to come up

with a solution for and, again, Nigel didn't raise any red flags about this

being a potential problem at the time of quoting.

Nigel also failed to mention that the level of the new flooring would be

lower than the old carpet and so the skirting boards would not be painted to

sufficient height. Again, I had to come up with a solution to this last

minute and we ended up buying beading from B&Q as a work around.

When these issues came up, we were the ones that had to come up with

proposed fixes. There was no support from Mr Carpet. Roy was obviously not

in a position to know about these issues before he arrived as he had never

been to the house before but these things should have been flagged in the

quotation process that Mr Carpet was responsible for.

We have also noticed a number of scuff marks and scratches on the flooring,

as well as some damage to our walls. We acknowledge that floor scuffs and

scratches will occur as par for the course but they shouldn't be there on a

brand new floor. We attach various pictures. There is one particularly large

scratch that was hard to properly photograph, as well as a bad scuff mark

where we think the sofa has been moved. This is really disappointing. We do

not know if they were on the new product or caused in the process of fitting

but, either way, this is not acceptable from our perspective.

Finally, Roy has not sealed the flooring in the doorway between the kitchen

and living area. I attach pictures again. Could this please be dealt with?

We went with your company because we wanted to support local and you had

good reviews but our experience has not met our expectations. Given the

above, can you please come back to us with a proposal to adequately address

the shortcomings of this process and the final result.

Kind regards,

Charlotte