Complaints

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 29-Dec 4, 2021 $5,000 $5,839.79 Poor quality product and workmanship. Very unsatisfactory customer service. When rep came to view (un) finished job, i was mocked and threatened. Job errors cannot be corrected without starting over completely. I asked for a full refund. Was answered with email about what a wonderful reputation the business has maintained. Account 24160

  

  Business response

  07/20/2022

  Agreement to provide and install flooring for client's whole house (1216 net sq. ft) with baseboards (some remove and reinstall, some new) for $10,839.70.  Additional base was needed for one area bringing total to $10,924.75.  Client paid a deposit of $5,000.00.  flooring is a first quality Luxury Vinyl Plank from a well known flooring manufacturer.  Installation occured November 29-December 2, 2021.  l

  With a Luxury Vinyl Plank, repeats of boards will occur with some being more dominant than others.  This is a man-made product.

  There are some small areas that are missing baseboards/base shoe.  I went to the home to look at the client's issues and asked for a few days time to giye the installers back to take care of these issues.  The client's perception of being mocked and /or threatened are a misunderstanding of my intent to explain pattern repeats in mad made products and to defend my installers against unsubstantiated comments against their integrity and workmanship.  I never made any comment that could be construed as a threat.  

  We tried several times by phone to contact the homeowner to schedule a time to rectify what was deemed wrong by the client.  Calls were unanswered and voicemails were not returned.  We have one response from the client by email (Feb. 13, 2022) stating, "as far as the unfinished places they left behind-those I am having fixed by someone I can trust". 

  I have attached the emails between the client and our business for your reference.  

   

   

  Customer response

  07/21/2022

  
  
  I am rejecting this response because:

  Your very long explanation is exactly what i expected after the completely botched job your company did on my flooring. As you both know, this is not something that can "be made right." I have been waiting for a full refund of $5,000. The damages to my personal property and to your reputation is what we all get to live with now. Not very satisfying i must admit. 
  
  Regards,
  
  J****** * ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  07/22/2022

  We disagree with your assessment about the job being a "botched" job.  The flooring was installed according to the manufacturer's specifications.  The boards you are referencing we offered to replace and the baseboards that are missing can be installed.  You have not allowed us the opportunity to address these issues.

  Customer response

  07/26/2022

  
  
  I am rejecting this response because: When Mrs. K***** came to my home to view the results of what their workers had left me with i was kind and truthful. I was terribly disappointed in what their workers had left behind. I had put my trust in them and they let me down. Pointing out the repeats was easy enough as they are side-by-side and obvious. When i reminded her that she had promised "no repeats closer than 9 feet apart, she said "I never said that!" and she laughed. She strutted around saying (not so nicely) very loudly, "Well, show me, show me!" She said they must have taken the planks directly from the boxes and to pay attention to whether they matched (as opposed to shuffling the planks) would have made the job "take forever - they didn't have time for that." I also showed her the way they had mixed the quarter round and the 3" moldings in the bathrooms and kitchen areas. She thought that was okay too. Well, it isn't and it looks like amateurs installed this job.  Then i showed her the damage to my furniture, which she said her workers "claimed they didn't put any of their equipment on my furniture" -- Well, i said nicely, what happened to "the customer is always right"? And i said i have picture and no longer have faith in those workers and i don't want them back in my home. Not to mention the fact that they left behind a terrible mess that has taken me weeks to clean up. These things are not something that can just "be fixed" as they claim. So, i said i have no intention of paying full price for this job. To which she replied (and not so nicely) "Then we will ruin your credit."

  That is when i had had enough. I was grieving as i lost my daughter that October. My friends encouraged me to do this as they thought it would get my mind off of things and keep me busy through the holidays. Mrs. K***** knew this yet she treated me in a way that upset me and discouraged me from having any additional dealings with her company. I don't care how good a reputation they have, she had no business treating me that way -- of course i had no desire to continue these communications.  

  Now, several months later i feel sickened by it all. Come see it. Walk across it in your bare feet. Listen to my cat walk across it in the morning. It is disgraceful. So rather than let them keep my $5,000 deposit which i guess they had intended to do. I decided to ask for a refund. Why would i want to have anymore dealings with them?  My last communication was to say, "I am still waiting for my refund." After there was a couple of months of no response, I decided to go this route. I suppose they never expected me to. But i have. 

  
  Regards,
  
  J****** * ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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