Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had carpet and vinyl plank flooring installed around 2.5yrs ago. We paid over $10,000.00 for flooring and installation. I started calling them about 5 months ago. They sent out 3 different people to look at the floor after a called a couple of times. I have been calling trying to find out what was going to be done about the defective floor. I was finally given my sales persons cell phone number. His name was ***** so I called him to find out what was going on. I was told that my claim was denied because of the use of a "wheelchair " the staff that came out from the flooring coming saw a wheelchair on our back porch. He asked my husband about it. My husband explained that I had surgery and used the wheelchair some for about a month or two. Due to the fact I have RA and was total non weight bearing after surgery I stayed in the bed most of that time. There is no way with the small amount of time I used wheelchair it could cause that type of damage. Also I was unable to go down hallway to that bathroom. That is where some of the damage started.

  

  Business response

  08/12/2024

  ****************** job was completed and paid in full March 19, 2021. As noted in the work order, "All materials and workmanship guaranteed to be first quality and satisfactory for one full year unless otherwise stated above." ************** stated that she reached out to Smith's Floor Coverings, Inc. "about 5 months ago." from the date of her BBB complaint, which would put us around March of 2024. That is far outside the Smith's Floor Coverings, Inc. one year guarantee of materials and workmanship. However, we did not want to have an unsatisfied customer, so we reached out to the manufacturer, Revolution *****, on her behalf and filed a claim. Revolution ***** denied that claim. I called ************** today, August 12, 2024 and explained that her issue is with the product and not Smith's Floor Coverings, Inc. due to the time that has expired. I offered to assist her in any way we could to get a better resolution with the request that she remove her BBB complaint during this time as a sign of good faith. She would not remove her BBB complaint with Smith's Floor Coverings, Inc. until she had resolution that fully satisfied her. I informed her that without her removal of that complaint, we could no longer be of assistance to her as our commitment had expired 1 year from her payment in full on March 19, 2021. 

  Customer response

  08/14/2024

   
  Complaint: 22095006
  
  I am rejecting this response because:

  see attachment
  
  Sincerely,
  
  ***********************

  

  Business response

  08/15/2024

  Thank you for reaching out again. Salesman ***** Smith did not mention in your March 2024 communication that your material was out of warranty due to our policy is to attempt to make every customer satisfied without getting manufacturers involved until we  take a look at the job first. With this job being over 3 years old, ***** could not remember every detail, what material was used, the timeline of events, etc.  However, the job quote you originally received, paid in full upon job completion in March of 2021, clearly stated our one year warranty. (A copy for reference was provided in our initial response.) Regardless, we did file a claim with the manufacturer.  Dealing with 3rd parties is time consuming and once a claim was made with Revolution *****, the time frame was in their hands and out of Smith's Floor Coverings, Inc. The final result of said claim also stands with the manufacturer, as contractually, Smith's Floor Coverings, Inc. had no obligation to investigate further. (Just as you would buy any retail product, the seller is only responsible for the sell and once the return policy expires, the manufacturer would have final say in any warranty claim). Again, the manufacturer denied your claim due to wheelchair use and Smith's Floor Coverings, Inc. has no say so in what the manufacturer and any 3rd party inspector they engaged for inspection determines. Smith's Floor Coverings, Inc. has had issues with materials in the past, as ***** Smith stated, however, again, it's up to the manufacturer to determine any resolution afforded to the end user and we only assist with labor to reinstall if the manufacturer approves a claim for replacement. (Each situation differs as whether Smith's Floor Coverings, Inc. provides labor at charge, discounted charge, or no charge on an approved claim and that is based on a timeline of events and whether if falls under our 1 year guarantee). I am the operations manager of Smith's Floor Coverings, Inc. and I did reach out to *************** after she filed the complaint with BBB. I explained we were still open to finding a resolution to assist her (no guarantees) if she would go back through the inspector and manufacturer claim channels, since the denial was via the manufacturer and out of our hands.    

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩