ComplaintsforKaplan Flooring
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Complaint Details
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Initial Complaint
06/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased 30-40 boxes of vinyl plank flooring (embassy raw) back in February 2021. After 4 months 6 planks were found to be damaged. We contacted *** and he did have the manufacturer contact us and the manufacturer gave us 2 boxes at no charge but *** didn't want to send us one of their flooring installers to rectify. We had to find our own installer and pay out of pocket ($500) to have this rectified. We have asked for him to refund us this cost and honor his warranty but he has refused!! Dealing With *** and **** has been very frustrating !!Business response
03/05/2022
Business Response /* (1000, 5, 2022/04/17) */ The customer purchased some vinyl plank from us and had someone install their flooring. Later, after 4 months, the customer contacted us and complained that some planks were damaged. We did our best to help out the customer and contacted manufacturer to replace the damaged floors. We were able to provide the customer with new planks with no charge. However, the customer demanded that we also cover the cost of reinstallation. We were at no point at fault and what happened had nothing to do with Kaplan Flooring. We did not provide the installation service initially, so there is no way for us to know the damage was not by the installer who did the initial installation. Also, our installers are independent contractors and do not work for free. We are not sure why customer is demanding we cover this charge. We tried our best and spent lots of time to ensure the customer was helped the best possible way and there is not anything else we could do. Consumer Response /* (2000, 7, 2022/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.