ComplaintsforCrystal Flooring
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Complaint Details
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Initial Complaint
03/31/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I had approximately 1650sq ft of this company's flooring - item number cyspc604yl - installed in my home in April of 2021. Within the last 6 months approximately 10-15% of the boards have failed. By this I mean that they have separated, their locking mechanism is broken. This company's packaging states a 25 year residential warranty. I want to engage in that process but was unable to do so via their website. I'd like my floor to be fixed or to be compensated for the cost to replace the floor in my home.Initial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased high end hardwood floors from Crystal Flooring(CF) in June 2019. Immediately the finish started to peel off. CF looked at it and said it was strange and they had never seen that before. They did a 2 day cleaning job. Nothing changed. The finish continued to come off in many areas. We spent the next 10 months chasing CF as each person that we were working with eventually quit the company. Finally they had two different appraisers come to the property and both said the finish was very bad. We were advised by a local flooring company that the wood should be replaced. CF only offered us to have the hardwood refinished claiming that there was nothing wrong with the structure so they didn't need to replace it and all they needed to do was a complete refinish of the product. So we agreed to that. They sent a local flooring refinisher out to the house to give a quote who said it would take them 5 days to do the job and seemed quite professional. CF chose not to use them and insisted on sending a contact of theirs who lived 2.5 hours away in ** County to do the refinish job on our house in San Diego. Tchi from CF promised that this one would do the best job for us. This person, Von promised that it would be done in 5 days. CF confirmed they would reimburse us for all our expenses hotel etc. This ultimately took over 12 days for him to finish. The Refinisher was instructed many times over those 12 days that we did not want yellow floors which was why we chose the original product in the first place. He messed up very badly. First with a poor refinish job. 2nd he put a yellow clear coat on some areas of the white floors. Now we are left with even worse looking floors and the structure of the wood is now also failing. We are being ignored by Crystal flooring and promised to be called back which never happens. We are ready to take legal action.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.