Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company around $6,000 to replace my downstairs flooring at my house. After around 3 years it started coming apart and breaking. They told me it had a 4-year labor warranty and a 20-year manufacturer's warranty on the flooring. They came out and looked at the problem with the manufactory and said they would get back out to fix the problem. Then about a month later it started doing it again. In other places I called them. They keep saying that they're contacting the manufacturer to see about getting it replaced. I've even texted them four or five times since. ***** then and keep getting the run around and promises that they're not keeping. I hope y'all can help me resolve this issue with the company. Thank you

  

  Business response

  10/02/2024

  We went to Mr. ******* house to try to repair the issue after he contacted us originally. When it happened again in other areas, we contacted the supplier and submitted a claim. This claim was denied due to the customer using the wrong product to maintain the floor. We have attached a copy of the letter we received. We thought that we had contacted the customer to inform him of this response. We are willing to come out to attempt to repair the floor once more with no charge to the customer, but this will be a one-time attempt as a courtesy to Mr. ******* The labor warranty that our company provides is a 3-year installation warranty, not 4 years as he stated, and the floor has been installed for over five years now. The material itself is warranted by the manufacturer, not Hughes.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** from ***** Flooring sold us new hardwood floors for our living room. He came to the house to look at our space and bring samples before we purchased. We were very clear that we needed durable floors because we had 5 dogs at the time. He showed us 3 samples that fit our needs and we chose one and purchased it for the total price of $3,779.10, which we paid. The floors began to wear in multiple spots and the damage increased quickly. The finish was missing and the floor is terribly scratched. In November of 2023 I reached out to *****************, In late December, the manufacturer's rep and ***************** came to our home to inspect the damage. *** arrived early and told us,"when ******* rep gets here I am just warning you that he is going to blame this on your dogs and probably won't approve it.". The claim was supposed to be filed in December but never was. I asked a total of 6 times for a copy of the claim and was ignored each time. The actual claim was filed with the manufacturer in February and denied a week later. In the process we also discovered that the floor we had purchased was discontinued so they were unable to replace the damaged boards. We then began speaking with ***************************** *****************--flooring rep who told me that he would work with ********************* GM/Owner and on April 2nd 2024 would be in touch "in the next few days". My husband, ****, finally called *** directly at Hughes Flooring. My husband had to reach out to him again, at which time *** offered the solution listed below. Our last conversation was during the week of May 21st. **** was told that "there was nothing more they will do for us". I have reviewed the warranty and the damage falls within the scope of the warranty. The manufacturer was willing to do their part, but Hughes will not take responsibility for unethical business practices. The manufacturer offered to replace the product but hughes wanted us to pay $1400 for reinstallation; twice what we originally paid.

  

  Business response

  06/04/2024

  The Rainers own four dogs in their home. With that many pets in a home it's hard to predict that any floor could hold up without some type of scratches. It depends on the size of the pets and how active they are. We suggested a product that is more durable than most. As stated in the *** warranty attached, scratches caused by pets are not covered by the manufacturer warranty. We were able to work with *****************, the distributor, on this claim and they agreed to nevertheless replace the floor at no cost as a sign of good faith. The Rainiers signed our company agreement prior to the original installation, which explains that all warranty issues concerning materials are backed by the manufacturer and not Hughes. We could not therefore take the loss of reinstalling a new product at no cost to the customer. We did, however, offer to replace the flooring with their new product at a discount. The total cost seems higher because there is the additional labor of removing the damaged hardwood. As a means to resolve this dispute, we are willing to reduce the cost of installation to $1080.00

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a floor purchased and installed by Hughes Floor Covering off *********** in ********* **. We informed ********************** of potential issues with our sub-floor and that we may need to get that fixed. Our sales **** ***************** came out and said he did not feel as though we needed much sub-floor, maybe 8 boards. Their team came out and started the tear out and once it was completed, they realized that we needed a larger amount of sub-floor than ********************** thought. ********************** recommended a company to come out and install the new sub-floor and then they installed a 10 year warranty Luxury Vinyl Plank Floor. Things were ok for a short while and then we discovered that the floor had defective boards that kept peeling. This was during Covid so they could not get to us quickly so we waited and they finally came out for the first repairs. A little more time elapsed and we noticed the same thing again so we called again. ********************** asked that the distributor come take a look as they said that they felt it was a warranty issue as well. It took another 3 months to get that fixed. Well, we have issues again and I have spoken with Mr. ********************** multiple times. ********************** felt as though they had done enough (Mr. ********************** told me that himself) and said that this would have to go back to the distributor and/or the manufacturer. This is where it gets real complicated. ********************** is the seller/installer but there is a middle man between the manufacturer and **********************, a distributor. Mr. ********************** told me 4 weeks ago via texts (I have every one of our communications) that this again was a situation where they had more money in this job than they wanted. He said that he would have the distributor and/or the manufacturer contact me. I have not heard a thing from **********************, the manufacturer or the distributor regarding this. I am sure they all want this to go away but we have a entire 1st floor of LVP that is defective. It has a 10 yr warranty but no good if there is 0 contact. We have been the only party to communicate.

  

  Business response

  05/19/2023

  ************** did reach out to us about the new issue with his flooring. Based on his information, we believe it is a defect with the product,which is handled by the manufacturer. We contacted our distributor to file a claim and were waiting to hear back from them. Unfortunately, this process can take several weeks. On receiving this letter, we did contact our distributor again to try to rush the status of the claim. In the meantime, our rep feels it would be in our best interest for Mr. ********************** and ********************* (our manager) to look at the new issues. We will contact ************** this week to schedule a date to look at the floor in person.

  Customer response

  05/22/2023

   
  BBB,

  We have been more than accepting of this situation with Hughes Floor Coverings. I have been in constant contact with Hughes, including regular updates with Mr. *********************** There are too many layers with this type of warranty issue, the sales agency, the distributor and the manufacturer. They are all slow to react and fix the issue on defective flooring, even though we have had multiple issues with their product on our floors. I will believe action on any end when I see it from Hughes, including ****************** 

  
  

  

  Business response

  06/01/2023

  We understand the customer's frustration and we are working to come to a solution. We have met with ************** again and discussed next steps. We have requested an inspection of the flooring to officially determine that it is defective so we can move forward with the claim. We are waiting for the manufacturer to send out an independent inspector.

   

  Customer response

  06/02/2023

   
  I am rejecting this response because: this is a good starting point and Hughes did come out to inspect the damage. The issue is that there are two more levels within the sales process. The distributor which sells the product to Hughes and the manufacturer, which sells and warehouses through the Distributor. I am concerned that Hughes as the selling agency does not have the authority on manufacturer defects and it appears that neither does the distributor. I am also concerned with an independent evaluator paid by the manufacturer. 
  
  

*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. ↩