Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to get my flooring installed on 3 separate occasions. They ruined it once. They messed it up twice, tried to lie to me, I took 4 days off work. Then, when I asked for my billing to be adjusted, they threatened to send me to collections!

  Business response

  01/13/2025

  We appreciate the opportunity to address this matter and provide clarification regarding the customers concerns. Customer satisfaction is a top priority for our company, and we take all feedback seriously.

  
  The initial flooring installation encountered manufacturer defects. We promptly filed a claim with the manufacturer, which was approved,and we worked to schedule the floors to be ****** as quickly as possible. We acknowledge that our installer made mistakes during the process. These were addressed promptly and resolved to the customers satisfaction and the project was completed successfully.
  We would like to correct a few statements made in the complaint:

  
  Billing and Collections: At no point did our company threaten to send the customer to collections. The customer paid their bill in a timely manner, and our communication throughout the process was professional and respectful.
  Request for a Discount: The customer did not request an adjustment to their bill at any time. The customer inquired about the accuracy of the invoice they received but did not formally request an adjustment or discount.

  
  Despite these discrepancies, we understand the customers frustration given the delays and errors during installation. We deeply regret any inconvenience the delays and errors caused the customer and appreciate their patience as we worked to resolve the situation.

  
  Our company remains committed to delivering high-quality service and addressing any concerns brought to our attention. We are happy to provide additional details or documentation to clarify the situation further.
  Thank you for allowing us the opportunity to respond to this complaint and demonstrate our commitment to continuous improvement.

  ***** ******, Cedar Rapids Store Manager

  Customer response

  01/14/2025

   
  Complaint: 22760491
  
  I am rejecting this response because: we would like to have a refund or billing adjustment due to the inconvenience. Can you process that? 
  
  Sincerely,
  
  ***** *******

  Business response

  01/24/2025

  One of the documents the client included in her complaint is an invoice that clearly outlines our terms of agreement. By accepting our proposal, allowing us to complete the work, and subsequently paying the final invoice, the client has agreed to these terms. Additionally, we want to clarify again that we did not threaten to send the client to collections. The payment was made willingly and shortly after the completion of the work.
  

  Business response

  01/27/2025

  One of the documents the client included in her complaint is an invoice that clearly outlines our terms of agreement. By accepting our proposal, allowing us to complete the work, and subsequently paying the final invoice, the client has agreed to these terms. Additionally, we want to clarify again that we did not threaten to send the client to collections. The payment was made willingly and shortly after the completion of the work.
  

  
  

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