Complaints

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed luxury vinyl floor at home, it is now warped and coming up in several areas of the home. I have attempted to speak to ****** several times about it and texted pictures to him. After months he finally came to look at it...and said he thought it was a simple fix but it is not, stated he would come back the next day. He did not. Shower install did not allow enough of room and every time you shower the water runs out onto the bathroom floor. When ****** came to look at it, he said he would fix it, but has not.

  

  Business response

  06/01/2023

  Client is complaining about a job that was done 3 years ago, due to improper care of the material the flooring started bubbling (water damage) Trying to be understanding of the situation I agreed to repair the flooring as she had mentioned she had the material ready to go, when we showed up to do the repairs she not only did not have the material but also made us go to the store to pick up new material and expected us to pay for it to what we denied to do so. Due to us denying to pay for the material for the repair she became upset and wrote us that review. 

  Thanks 

  Customer response

  06/01/2023

  Complaint: 20018757
  
  I am rejecting this response because: the statement from the business is false.  I had reached ****** multiple times to come to my home as the 'bulking of the floor' was almost immediate.  He would either not respond to call or text or when he did respond would say he could come over and never show up.  The Text information has thread of his lapse of responses to me letting him know about the poor workmanship.  Once ****** did arrive to repair the flooring he stated the job was 'bigger' than he expected and I specifically said to him '******, lets talk about money', his response was 'there is no cost to you, the repair is free and you may select any new flooring at Floor and Decor and we will pay and pick it up'.    The proof is that he did go to pick up the items which he said he would from the previous day...however, he called at Floor and Decor and stated he could not find the products and that I would have to pay for the materials.   

  There are multiple locations in the home that have the flooring bulking up - both hallways where there is no water that could be causing the damage.  ****** specifically stated that they did not allow enough room for the flooring to 'move' which caused it to bulk.  

  
  Regards,
  
  ***************************

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