ComplaintsforElite Floors Ltd.

• Initial Complaint

  19/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had worked with the salesman Jeff to order flooring for my commercial gym space. Once it arrived it was installed on schedule and as planned but there was issues with the flooring buckling at the seams, causing a tripping hazard and also lifting when a workout bench was rolled on it. While working on a solution, John, the owner has been completely unwilling to accept responsibility and cover any of the additional costs I am facing to have the equipment moved to fixed the floor. He attended my business two weeks ago ******* ** ********** *** ********** ** **** ***** ** ******** *** moving my equipment, leaving my gym members unable to use the space. ** *** ************* ** ** ***** *** **** **** **** ********* ************** ****** ****** ******** *** **** **** ** ******** I have installed racks that were custom built for the space that will be required to be moved prior to fixing the installation issues. The manufacturer of the racks will be required to come in and take them apart and re-install them in order to ensure there is no issues and ensure my warranty is not voided. I was told I would not be required to cover any of the additional costs for fixing the issues, and now John is not prepared to pay for the rack company to come out to move the rack. The flooring manufacturer has provided me with a detailed breakdown of what needs to happen to fix this issue and moving the racks is required. John purposed we pile jack the racks and move the floor while they are lifted. The rack manufacturer said absolutely not, it will warp the joints and that the only way to move them is to have them taken apart and re-built when the floor is fixed.

  

  Business response

  07/09/2022

  Re: Complaint ID: ********
  In response to letter from complainant *********
  The total labor that was charged was refunded to the purchaser.
  The cost of the material and freight to the job site was paid to the supplier,
  The material in question was selected by the purchaser, which was recommended by an outside source other than us.
  The material arrived and installed on schedule.  The installation was installed as directed by the purchaser “Loose laid, friction fitted as the material is a puzzle shaped 3’x3’ rubber tile.  We have installed it in this manner numerous times. As it is installed in their ****** *******  As stated by the client, there was an issue with the material lifting when a work-out bench was rolled, and a direction change was made on it. The area was at the front of the area near the windows facing west.
  The purchaser advised us that this material was installed in another branch where she has had no issues at all with the product. It was stated that it was the same product. We are unaware of what that product was, or the gauge and type of installation was used. The supplier advised that if the material was staggered it would be stronger at the seam.  The decision was made to check how we would go about staggering the seams. A time was arranged to assess how it would be feasible. The purchaser was unavailable to be present during our visit.  The time was set, and the visit was made. We check how easily the tiles would lift and be moved to the staggered locations. During this time there was the I staff member and 1 customer was present.                     We inquired of the customer if we were intrusive to his workout.  He said no,  with this we figured we would stagger all the tile in the traffic area since there was no intrusion to anyone and it would take less than an hour to complete. Before we could continue with our plan, the purchaser called on the phone. She was quite annoyed by us attempting to continue with our plan.                                                                                                                                                 **** ***** ** *** **** * *** ******** *** **** ***** *** ***** ****** ** *** ********** She instructed us to put everything back the way we found it and leave. I apologized numerous times and we left.                                                             ** ********* ** ** ******** *** ***** **** **** *** ***** ** *** ***** ** *** *** **** *** ********** ** **** * ***** ****** ****** ******** ***** ** ** *** ******** **** ** ******* *** ******* *** ****** ******* ******* ****** *** ** ************* ******
  After this our outlook and demeaner towards each other changed. We were unsure if the staggering would insure the stability to the floor. Future more she requested us to pay a $1,600.00 bill to have the suppliers of racks that were needed to be lifted for staggering the tile to watch as it was disassembled.  I felt that there was guarantee that the tiles would perform even if they were staggered.  In my opinion the tiles only buckled at turning points of the benches. This would make it un-necessary to move the racks.  As for the visual on the tiles, they are laser cut and are very tight. Basic traffic would flatten out the edged in a short time  I felt a refund for all the labor would cover the $1,600.00 and the cost of staggering and leave some extra.  We realized that our relationship was damaged and would worsen if we carried on.
  This is to the best of my recollection.  John ******, Elite Floors. Ltd.
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