ComplaintsforEnd of the Roll Carpet & Lino Discount Centre

• Initial Complaint

  22/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 2023 my basement flooded, I dealt with everything through my insurance company. The flooring was replaced In March and had to be redone as there was a dip in the floor where the restoration company cut into the floor to look underneath. End of the roll came back and replaced the floor a 2nd time. I began to notice water pooling under the floor. I called my insurance company back, and they came with End of the Roll to look at the flooring. End if the Roll told me the silicone failed, and that I must have gotten the shower wet too soon after. I waited out the time for it to dry. First on October 4th, 2023, they said they wanted a week for the bathroom to not be used, and they wanted someone in to remove toilet and reinstall it, as this is the only shower currently usable in my home, this is pretty impossible to do next They told me they wanted me to replace the shower in order for them to replace the floor again. This would cost me over a thousand dollars to do. I've already paid a 2000 dollar deductible to my insurance company. And I am on disability. The shower is only 8 years old. My insurance company decided this was a warranty issue, so no linger helping. I had someone else look at the floor and they told me the problem was the flooring was cut too far away from the shower. I wound up removing the 2nd layer of flooring myself as it was so water logged. I found mold growing all over my bathroom and now have a horrible looking bathroom. Bathroom floor and shower had no previous issues It was previously professionally replaced 8 yrs prior. The flooring needing replaced was not due to me, but due to the restoration company not leveling and fixing correctly first time, End of the Roll not installing correctly the 2nd time. I would like my floors fixed and done correctly, as well as all.water damage fixed Or I would like a cash settlement for the cost of having another company come in *** finish the job correctly.

  Business response

  23/05/2024

  
  This customer had an insurance claim and we were hired to replace the flooring in part of her basement. This Included a small bathroom which was on a raised platform . The restoration company cut a small hole about 1 foot x1 foot in this platform then they put it back together. Our installer went in and patched over the floor with floor patch and installed sheet vinyl. We were called later because she was not happy with the patch the restoration company did. She said the floor was moving and she could feel a bump . Even though it was not because of our installation we agreed to replace it .  After they did a repair to make the floor more stable we then added a layer of subfloor platform and installed new vinyl. (The restoration company was well aware it was not our problem.  It was not long after the install I then received another complaint from her. She called us and the restoration company regarding the silicone pulling away from the shower base and said that it was wet under the floor and blamed it on the what she called a poor job of siliconing it . I spoke with the restoration company and was told that they had been kicked out of her house by ***** . I was also told by the restoration company that her shower was leaking around the base and needed to be fixed. They said it was where the walls meet the shower base. They said it was leaking and was not part of her claim and not their responsibility. * We were not made aware of this at the first install. The customer not happy with things at her house called her adjuster and complained to them. They adjuster then reached out to me. I agreed to go look at the concern and a time was set for myself and the installer to meet with her and the adjuster to address her the concerns. When we went to the home I  took a moisture meter to see if it was maybe a leaking toilet (which we had not touched ). At that time it was very obvious that this was not just a bit of water caused by a poor silicone job, something was leaking. Not to mention there was not enough time after the install to have caused that much water from a poor silicone job.  When you pushed on the floor it was saturated . When you rubbed it you could easily push water out from under the floor . A discussion was had about the shower leaking which I had been informed about only after the silicone complaint and prior going to meet with them . Trying to help this customer and the restoration company out, I agreed  to replace it for a third time at our expense only if the water problem was fixed first and I was given time to dry out. I told them I would want to run the shower to ensure no water was leaking out. I also wanted to be sure it  had time to dry out and make sure it was not a leak from some other source besides the shower . She got mad because she had no money to fix it and we were all told to leave. I went ahead and ordered more vinyl based on what I was told by the restoration company as well as a date was set to do the floor for a third time. Just prior to the install date I was called to cancel and was asked if we would agree to give her a cash settlement . I said no that I do not believe in leaving customers with a problem floor and would only replace it. Not to mention this is not an install problem. I did not feel we should have to give her money.  At best she could come and get the product if she wanted to use someone else to do her install . We have gone above and beyond to help both her and the restoration company. I was told by the customer when she was first looking for flooring that she had a prior claim also and kicked that restoration company out and that she had received  a cash settlement.  I thought okay we will help her and make sure she is taken care of only to be in the same situation her wanting money   
  
  
  

  Customer response

  26/05/2024

   
  Complaint: 21746059
  
  I am rejecting this response because: the floor was previously professionally done, and they are not dealing with the issue at hand but going on about me no longer allowing the restoration company in my house, this company did a lot of things to cause me stress, and destroy my home, I literally had a heart attack due to the stress, but I'm sure they were given a different story. Previous to this there were never any leaks, and I never had any issues in that bathroom. The spot as you can see in the photos was in the middle not at the wall. Thr flooring didn't even reach the shower as seen in pictures. I had another professional flooring person look and told me the problem was that the floor wasn't u der the shower base. This company states they never removed the toilet, but someone did remove the toilet. My home has been destroyed from these companies and the bullying continues. Please tell me whose job it would be to fix the floor if it was done incorrectly and there was a lump under from not being done correctly. This is caused by an improper job of installing. Which I'm sure they would not be happy with in their own home. The date given, I don't even remember being given a date for this but I'm assuming they mean when they decided it would take a week with no bathroom for them to do the work. Email attached in photos. I only have the one shower to use in my house and I spent a week in hospital last year due to my heart attack, so it may be due to this that the time frame didn't work. Do you have emails showing all this? Please provide some proof. I would just like my home back in the condition it was previously. Previous to this the floor was level, the shower worked just fine.  I had no water issues in that room. As the customer and the insured I would expect my home to be finished to the same or better then before, and not be blamed for shotty workmanship. Is this really a job you want your business name attached to? Please just fix the floor. I can come up with multiple solutions to this. 1. Replace floor correctly and lay new subfloor that I'm sure has now been ruined. 2. Give me all materials needed to fix this properly including the plywood for subfloor *** I will have someone else do the job. 3. I will remove the shower myself, your company replaces original subfloor, and any other places destroyed by water damage, lay new floor and I will reinstall shower next day. Or 4. Pay me out for all damages and flooring and I will deal with another company. 
  
  Sincerely,
  
  *********************

  Business response

  03/06/2024

   

  There is water coming from somewhere and it is not due to silicone. The floor has pulled away from the shower base for that reason ( excess water) . We did not have anything to do with removing your toilet that was done by the restoration company.  You were offered from us to have the floor replaced again after the water problem was fixed and that has not changed. This was offered only to help both you and the restoration company out. It is not a flooring problem . We do not offer cash settlements to anyone as this does not solve any problem. 

  Customer response

  12/06/2024

   
  Complaint: 21746059
  
  I am rejecting this response because: End of the roll has still not taken responsibility for their floor and work failing. Say you stepped out of the shower without a towel on the floor. That water should be easily cleaned up. That would be more water on the floor then what they are calling a major leak. This is a bathroom floor, a flooring company should know how all of this works. And when their work fails they should not try to place blame on a customer or on the other company. The floor not being leveled correctly comes back to the flooring place as they should be making sure the floor is ready before putting it in place. I have more pictures and emails I can add in if it comes to that. I am not after money and it was only put as an option to be able to pay another place to finish it. I've no issue if you want to pay that other place for me. That would be doing me a big favor.

  The company has stepped up and offered to give the materials for the floor. Once I see that they are actually taking responsibility I will accept the response. I am hoping that their response next is saying that, so that this can be finished. But I will need to see that they are paying for labor and damages involved as well. If need be I can submit more information. 

   

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

  Business response

  24/06/2024

  please note as per conversation 

  I was over to *****'s house on Monday June 17th to discuss the bathroom floor problem. At that time we discussed the fact that I had offered to replace her floor as soon as she mentioned a problem to the restoration company . The job never went ahead at that time and that was not our doing . We had a time booked to do the work and I was told to cancel the booking. ***** and I discussed on Monday June 17th replacing her floor again and she has agreed to letting us complete the work. ***** mentioned that she would like to take her shower out first so the vinyl can go under it . I am just waiting for her to call me back when she is ready for the work to be done. 

   

  Charlotte 

   

   

  Customer response

  24/06/2024

   
  Complaint: 21746059
  
  I am rejecting this response because: Until i see a finished job I do not feel comfortable accepting any response. Yes we did meet up, and we did discuss fixing this. But this company is still trying to place blame on me. There was never a date booked. I don't understand how a flood or a floor incorrectly installed, due to whichever company caused the problem could ever be a customer's fault. My family has had floors done in at least 7 houses by this company and every time they were professional except this time. I do have video and pictures from the first floor they installed to the 2nd floor. I have pictures of the original floor from when this home was built and the floor that I had previous to the flood, and emails offering dates, but no date booked. No problems with water in any of those floors. This is not my fault, and it's very unprofessional to place blame this way. I am hoping that when the floors are installed I will be happy with them, and the company will do it right and be professional, then we can shake hands and be on our way. If this were my company I would want to make sure the work attached to the name was professional. I'm hoping we can work this out, without anymore blame placing. Just to be a happy customer and business.
  
  Sincerely,
  
  *********************

  Business response

  24/06/2024

   

  Amber, no one is saying you cancelled an appointment. It was cancelled by the restoration company.  I am sorry that you were treated poorly by them.   I had offered from the first time you called them to fix the floor. My offer to do so has not changed. When I was at the house we made agreement to proceed with doing the work . I just need you to let me know when you are ready.  The flooring is here. Please call me to get that set up. 

     

  Customer response

  25/06/2024

   
  Complaint: 21746059
  
  I am rejecting this response because: I am not wanting to accept until I feel I am satisfied with the plan going ahead. I am sorry I misunderstood who canceled the appointment, but with the way it was written in all previous communications it sounded as you were placing the blame on me. It was never previously mentioned that the restoration company canceled. I will be calling you asap to get this booked. As previously discussed I needed to wait for my help to return to PG to be able to remove the shower. 

  Looking forward to the flooring being replaced and to both of us being satisfied with the work. We will talk soon
  
  Sincerely,
  
  *********************

  Business response

  26/06/2024

   

  Sounds good, Amber ***** is no rush at our end I just want to help you get your bathroom finished. I will wait on you just let me know where your ready. 

   

  Charlotte 

*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. ↩