Reviews

Review Details

• Review fromJonathan B

  Date: 01/10/2024

  2 stars

  Jonathan B

  Date: 01/10/2024

  In March of 2022, I bought roughly 900 sq ft of beautiful ************************ had them also do the installation. **** (Owner) came to our house and inspected what my ******** wanted to do to our floors. We received top-notch customer service. Installation also went perfectly. They did it all in one day, cleaned up after themselves, and were efficient. I was completely satisfied with what we had purchased. April 2023, a year later a few boards were coming loose and separated, one of which had an end that began to curl back and stick up from the ground. I contacted **** about it and she came out to my home inspected the problem boards and agreed the boards needed to be replaced and fixed. She told me that she would contact the manufacturer of the flooring material and file a claim. In May 2023, she and a representative came to my home, they took pictures and told me theyd keep in touch - I said, Great!Sept 2023, four months later - she informed me that the Claim was approved and they were moving forward to fixing my floor.Oct 2023, twice I texted **** for an update, no response.Nov 2nd, 2023, I am continuously contacting **** and following up for a status update on the claim - I even had to go up to the store to speak to her husband. He took my information down and I still didnt receive a call back. Nov 3rd, 2023 I called her again and I finally reached her only for her to tell me that another customer of hers was experiencing the same problem and that she would call me back in an hour. Last Ive heard from her. I called and left her a voicemail on November 24th, 2023 - no response. The floors are still not fixed.Be aware that once they get paid, the work is done, and you have a problem - you may never hear from them again. Now its ****, another year coming around and I can only assume that they found out that they are financially responsible and are backing out of it. I hope not but I dont know. No one calls me back.

  Hacienda Flooring

  Date: 01/16/2024

  ********,

  First and foremost I understand your frustration and dissatisfaction with the follow up on the claim process. I would like to apologize and take accountability for not keeping full communication with you in regards to my on going communication with the manufacturer of your flooring Claim. 
  From the time of when you contacted me with the issue on the flooring I have been at the mercy of the manufacturers ***************** From the visit that was done to your home along with ****** *******. The claims department approved the replacement boxes and I was waiting for the delivery to come so we can replace them for you. But at the time with no explanation from the manufacturer the order had been cancelled and had to have this reinstated the end of November (which my mistake was to trust and not follow up with them). They finally reinstated the order but was being held and delayed to not be set to delivery at my store till January 25th. I have spoken with the Manufacturing rep to explain that this is more a negative impact on the relationship our customer (you) have with us at ********************** and not the maker of the flooring material. 
  I left you a voicemail and a message, Give me a call at your earliest convenience.
  
  Again I apologize for the delay on my part, and look forward to hearing from you.
  
  Mari