Complaints

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need help getting Floorco Flooring (“Floorco”) to correct two discrepancies from a flooring project they did in my house 4 months ago--7 to 9 Mar 22. Most of the flooring installation went well, but it has been a struggle to have them fix the remaining issues and finish the job. On 23 May they fixed one of three issues that I identified to them in an email the day after the installation--10 March--but they still have not fixed the other two: a. Laundry pedestal sink was not replaced into its original location against the back and side walls, which it needs for lateral support and to keep water from dripping between the sink and back wall. b. They didn’t put stained quarter round around a portion of a desk in the breakfast nook. The pedestal sink misplacement has been a nagging issue; without back wall support it wobbles when being used since it’s a top-heavy appliance. I explained this to Floorco several times verbally and by email on 10 March and 1 April. However, on 23 May, instead of moving the sink to its original place, they did a workaround by leaving it in the wrong place and pushing its top against the back wall, then caulking it, hoping that would hold it in place. It didn’t. The next day I sent an email to Floorco, explaining the problem and requesting they send someone to fix this problem properly and the other remaining issue. By 10 June Floorco had not responded to my email, so that day I sent them another email to schedule a date to complete the work. As of today, 9 July, they still have not replied. Tomorrow it will be four months since I first identified these issues to Floorco, and I’m still waiting for Floorco to fix them. Their lack of response to my emails is very disappointing, and is not the way to treat customers. This certainly is not what I expected of them when I first contracted them for the project. That’s why I’m appealing to you for help resolving this matter. Please feel free to contact me if you have any questions.

  Business response

  08/02/2022

  In response to the concerns, 

  Floorco's installation team did return to the home and did attempt to complete the installation. We were unable to do so without purchasing additional material.

  My supplier did not have any stock, and we were informed it would 2 more months before a new shipment would be available. Over the course of time we had 

  contacted with Mr. *********. The material delivery date to us was in excess of 3 months following my initial order date.

  Based on the extent of the delay in completing this project,  I will personally contact Mr. ********* and schedule a meeting at his home, so we can resolve this matter

  to his satisfaction.

  ***** *******

  Customer response

  08/04/2022

  
  Better Business Bureau:
  
  Floorco’s response states that “Over the course of time we had contacted with Mr. *********.”  I don’t know what “…course of time…” they refer to--maybe back in March or April?. Nobody from Floorco contacted me since the last time their installation team was here on 23 May, despite me sending them two separate emails on 24 May and on 10 June--neither of which they responded to.  That’s precisely why I had to recourse to the BBB on 9 July.
  
  However, I’m glad that Floorco responded to my BBB complaint and am willing to meet with Mr. ******* as he suggested.  Even though they are unable to move the pedestal sink to its proper location until they get the additional Luxury Vinyl Tiles, it’s probably a good idea for him to come over and see the two issues for himself.  To that end we scheduled a meeting for next Tuesday, 9 August, at 1 PM in my house. 
  
  Please note that at this time I cannot consider this issue resolved until they receive the Luxury Vinyl Tiles and return to correct the two issues I mentioned before.

  Sincerely,
  
  **** *********

*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. ↩