Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired this company because my aunt knew them and worked with them and thought they were honest people. They installed my luxury vinyl flooring, but there were several issues. I texted both the installer and the owners multiple times and sent them multiple pictures and emails. They told me they would take care of me, but instead, they put me off and put me off for months and months and months and months leading me to believe they were going to take care of my issues, but months turned into years, and this has never been resolved. One of the owners contacted me and couldn’t have been more rude and disrespectful and told me too much time had went on to do anything about it, “too much he said, she said, is what I was told. This is an absolute excuse to not have to fix what they started. I began immediately after I knew there were problems with my floors emailing MULTIPLE pictures, texted multiple pictures to the both the installer and the owners. They blew me off and told me over and over multiple times for months and months leading me to believe they were going to take care of me, but no one ever came. Not one person ever came to my home to see what the problems were and to see if they could fulfill my multiple requests to get the thing they left undone, ruined, or didn’t fix correctly. I want my money back. My floors are ruined. And I have never one day been able to enjoy my flooring that I spent thousands of dollars to buy. Very dishonest company and I am very disappointed.

  Business response

  07/09/2024

  Unfortunately, this was an unsolicited favor job that went bad.  This is our recollection of events from our point of view the best we can recall.  We provided flooring product to Amy at our cost with no mark up at all and helped her get an installer lined up for the installation at cost as well.  We saved her approximately 30%-40% in mark up costs if she would have gone elsewhere because she was the niece of lady we did business with for many years.  It was pretty apparent from the start of installation that there was no pleasing her.  We lined her up with one of our best subcontractor flooring installers that we have used for years with no complaints or issues with his installations.  This particular installer comes highly requested by many of the general contractors we do work for.  She questioned everything he did and said they were dishonest.  But in-fact he is one of the most honest subcontractors we use and that is why he is so highly requested, but there is no convincing her of that.  When it came time with helping her get carpet installed on her stairs which was also at our cost, she complained about how it was installed and told us the carpet installer was liar as well.  In an email she sent us about the carpet installer we used she was derogatory towards him in the way she made fun of his broken English.  At this point, we just told her she could have the carpet, pad, and carpet stair labor for free.  In less direct words we let her know If she wanted something different, she would need to go elsewhere.  Amy’s initial complaint with the flooring that was installed was due to some gouges that occurred after install from furniture being moved.  I reminded her that we gave her cost on everything as discussed originally when picking out products so we did not have any profit built into her price like a normal customer would have, especially for repairs due to damages after installation.  But once again, she told us we were lying to her and it was done during installation so we were expected to fix the flooring for free.  I don’t recall seeing the pictures of flooring separation at that time, but could be wrong about that.  Due to her work schedule, we were told that repairs had to be done on a weekend and not during any regular business hours which made it a little more difficult for the installer to get scheduled.  At some point because the original installer we helped her get lined up did not get over there she told us that she would not allow him over there anymore because she did not trust him.  We tried to get a couple other installers lined up for her. However, finding someone to do a repair job that could only be done on a weekend is not the easiest task.  Not to mention she told us the leftover material from the original install that was left in the storage area under her stairs was not there anymore.  She made claims that our original installer stole it for another job or for his personal use.  Not sure exactly what an extra box of flooring would benefit him?  So, at this point we purchase another box of flooring product for her but told her there was a chance the material would not fit together properly and we would need to see if it was compatible with the original product because that vendor told us it was made in two different locations and the locking systems were different.  I made an attempt to connect with her and check the compatibility of products.  I contacted Amy on a Wednesday to set up something for Friday that same week but she gave me no reply back.  She then later replied and said she found an extra plank from the original material so we could compare it to.  At this point we decided that we would give her that additional box of material we purchased and she could find an installer for those repairs that would be able to work better with her schedule.

  Customer response

  07/15/2024

   
  Complaint: 21903498
  
  I am rejecting this response because:

  Castle Rock is sadly resorting to even more dishonesty with the response they have given. VERY DISHONEST COMPANY. 
  I was home on the day the carpet installer arrived at my house and installed soaking wet carpet and pad on my stairs. It had been raining all night, so I knew why it was so wet. He had obviously left the carpet and pad in the back of his truck all night during the rain. My son and I walked on it with socks on our feet and immediately noticed how soaked our socks were. I, of course, was very concerned about this, as anyone would be. I immediately contacted one of the owners at Castlerock, who asked me what was going on and I quoted to him exactly what the installer had said to me. There was absolutely no making fun or disrespect of anyone. So, yes, I was very unhappy with sopping wet carpet and pad being installed on my stairs!
  I was not home during any of the laminate install, but as soon as it was finished I noticed scratches and things that were done shoddy (pieces of laminate that didn’t touch) or put to the edge, etc. I sent pictures and texts to the installer to make him aware (I have copies of the texts). He acknowledged the issues and told me he would have the other installer (his son) come by and fix them, but no one ever came. My texts with him went on for months, with him telling me, “When I get some time, I will let you know”.  Still no one ever came for follow up. I also messaged the same owner that I messaged about the carpet, multiple times, about the issues. I did let him know weekends were best for me. Never did he tell me weekends wouldn’t be possible. I was simply blown off time and time again. I just wanted them to come and take a look at the issues and fix them. I do not believe that was asking too much. I have multiple photo and emails to and from them with proof of what was said and done, and not done. No follow up was ever done.
  I was very kind and respectful in all of my interactions with them, as I too, also work in customer service and am very careful in my communication to others. I never called anyone a liar, but there was a lot of lying and dishonesty going on by them. They told me several times about a “box” of laminate that was left under my stairs, but there wasn’t. There was a piece of laminate and a piece of stair edging left in my living room. I never saw any scraps or a “box” of anything. I suggested to the owner that perhaps the installer kept it for another job. 
  There were also things in my home that were broken after install that I never mentioned to or made them aware of (broken stove drawer, broken bottom of refrigerator, broken toilet paper holder, etc…) as I knew by the treatment I was given by them would probably be even worse. I never imagined I would be treated so poorly by this company. 

  
  Sincerely,
  
  Amy Lamb

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