Complaints

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The timeline is approximately as follows:The floors were installed in late fall of 2020. They were ordered early due to supply chain issues and stored by the installer. The invoice was paid in full before the flooring was ordered.In late 2020 and early 2021, I notified the installer of the problems. They came in multiple times throughout the winter and spring of 2021 to make repairs. It was subpar....but due to frustration, it was "good enough"In the winter/spring of 2022, we started having really bad problems with it coming up. Due to life, we didn't contact the installer until June 2022. At that time, the installer told us that they had another problem with this product before and would submit a claim to get it resolved. We quickly started having issues with the installer/retailer not returning calls or text messages. In the fall of 2022, they sent an employee out to evaluate the floors. He made one area much worst by pulling it up. My husband was forced to nail portions down due to concerns about the sharp edges cutting ours or the dog's feet. We tried to be as selective as possible doing this due to understanding that this is a floating floor. Once their employee came to look at the floor, they would no longer answer our calls or text. We have been unable to get a straight answer or any reliable information from the installer/retailer. We then contacted the manufacturer and distributor. We learned that the claim with the distributor had been closed due to the installer/retailer not replying to additional questions that were needed to complete the claim. This is still an ongoing problem. The manufacturer and distributor are doing everything within their power to help. They are having a difficult time communicating with the installer/retailer.There has been an independent floor inspection done (Feb 7, 2023). We are waiting on the report. I have asked to speak with the owner (*************************) but his wife (********) and receptionist (*****) refuse.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The owner of this company ****** told me they could put in new flooring in our shower and then put the shower door back up. Just how it was supposed to be put back up. They did a good job on putting in our tile in our shower, however when they put the shower door back up, their workers did not put the stripping in the shower so the shower door would not close properly. I told the company numerous times through emails and phone calls that the shower door was not put up properly ****** would tell us he would have someone come out? ****** would tell us send us the measurements well have someone fix it. I called the people that worked at the office. My husband went up to the company and visited the office. Finally ****** said we dont do shower doors so we were left with a shower door that did not close, and ****** did not seem to care. The company did not care, and now I am left, trying to figure out who can fix our shower door .

*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. ↩