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Complaint Details
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Initial Complaint
11/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
JW Floor coverings installed vinyl plank flooring in my home on November 25, 2024. Due to the fact that I could not be there for the install, I spoke to a manager, ********* beforehand in order to ensure the it would go smoothly. I told her if questions came up the day of the install I would not be available to answer them as I am unreachable during the day. ******** said this would not be a problem. Guess what? It was a problem. The day of the install the installer, ***** ******* *******, needed to know in which direction to lay the planks. I called ******** asking for a picture from the installer so I could make an informed decision. She said she'd have him text me a picture. He NEVER did. When I returned home that afternoon the flooring had been installed ( AND NOT IN THE direction I would have WANTED). Also, there were several gashes in the flooring where the installer needed to cut around a floor register. Lastly, the installer either CUT or simply TUCKED IN and COVERED OVER the internet CABLE that was sticking out through a 1 inch hole in the floor. Now, I have NO WAY of hooking up my television in the bedroom. I have contacted JW Floor coverings. They DENY that their installer, ***** ******* ******* cut or tucked in the internet cable, left gashes in the floor or neglected to consult me BEFORE laying the flooring. They are refusing to fix all the mistakes they made. I have proof that ***** ******* ******* CUT or simply TUCKED IN the cable and laid flooring OVER THE HOLE. I have PROOF there are gashes in my floor.
Business response
02/03/2025
We went over several options for how to repair Mrs. ****** flooring, including suggesting we could switch the direction of the floor, locate the cable that was buried, etc. and were met with some aggression and told to leave her home and never come back. We communicated for several weeks with The **********, who originally sold Mrs. **** the flooring and installation, and never received a response from them regarding any requested repairs. We are happy to come back and do said repairs, if Mrs. **** will agree to any of them, but we were under the impression that she did not want us to come back, and would pay another contractor to do these repairs.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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