LUJO FLOORS INC.

"The tile installers did not put doors back where they belonged," Answer) Installers have ALL Been Re-Instructed on what MUST be done correctly. and for the record this was one door...

"and we found one of our toilet lids in a linen closet in another room after searching for a while." Answer) See above…

They also dropped the bass speaker to our surround sound system cracking it on top. Jose (the owner) told me the installers said they didn't do it, and his compensation was not charging me for some bogus item that was never on the original estimate. Answer) This was a He said He said thing… attempting to do the right thing here was to offer NOT to charge for installing a microwave appliance which was discussed before the work was done at a specified price. This was a change order after the initial estimate.

The installer said we did not buy enough tile to finish the floors. I asked how much more we needed, and he said he didn't know. I bought more tile per his request only to have five boxes of the original tile left over when they were done (plus the new boxes of tile I purchased). Answer) At no time did the client call and ask the office or owners about this. The correct amount had been measured and that amount was given to the client to order. Which was bought by the client outside of Lujo. The result that the correct amount had been given in the first place is verified by the client’s statements above.

The workers that removed the bulkheads and installed new drywall arrived 2.5 hours late. I was told by the office that they were at Lowes getting the supplies. However, when the workers arrived one of them left because they still needed to buy the supplies from Lowes. So it was obvious someone had lied to us. Answer) In fact, they had gone to Lowes to pick up materials needed but that location did not have everything required. They came to the client’s home to get started and sent one of them back out to go to another Lowes to pick up the last remaining items.

They left one worker at our house to finish patching the walls. After I discovered literal mounds of spackle throughout the kitchen, the helper admitted to me that he had never done this type of work before. When I complained to Jose about it, the response was "he is just a helper". I don't think a "helper" that doesn't know what he is doing should be left alone to finish a job. Answer) As in ANY construction job you have some mess… regardless of that construction work, things are put back in order before a job is returned to the client… as to the workmanship here and I Quote “Our floors, cabinets, countertops, and baseboards look great now that the work is done.”

Jose told me he was going to come by to inspect the work on a specific day. After waiting all day, I called him that night asking why he didn't show up. He told me his phone had died so he wasn't able to call me. Answer) As in any business things come up and things break down. In this case Jose did Inspect the job at a later time within reason, but as for the anytime during day inspection, his phone did die and required attention.

The soft-close hinges we requested were not initially installed on our new cabinets. Jose's excuse was the hinges were "optional", and I reminded him that we told them we wanted that "option" on three occasions including when we initially placed the order. I had to call multiple times for updates on getting the hinges installed after the work was done. I was given another excuse that the wrong hinges were sent causing more delays. Answer) Our misunderstanding here was the first cabinet chosen by the client was a cabinet that included the soft close hinges. The client then chose a different cabinet that it was an option and was not included and was an extra charge. We accept that this was a misunderstanding. Our result was to work with the client offer the new hinges at cost and reinstall these for free.

Our floors, cabinets, countertops, and baseboards look great now that the work is done. Answer) We look to finish every job to look great and work with every owner to leave them with a smile… most of our business is referral from many, many who we have worked with and sometimes through to achieve that result. We always look to satisfy a client in every way humanly possible and within reason.

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