ComplaintsforDalene Hardwood Flooring Co., Inc.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dalene Flooring installed new floors and refinished existing floors in July 2022. During the winter I noticed 2 small areas where the finish was worn to the bare wood. In Spring 2023 the dining room floors looked worn off also. I contacted Dalene's and they sent John out, he advised that the finish had crystalized and was coming off the floor. They admitted fault and offered to sand and refinish the floor. I advised them that I incurred a lot of work and cost preparing for that job last year and was not in a position to do so again this year. I asked them to cover those expenses as the finish should have lasted more than a year. I discussed this with Ron Dalene twice and now he refuses to return my call. I explained I own a small farm and have 2 daugthers and we were displaced for 10 days. We were required to pack up 80% of our 1st floor and pay to have large furniture moved. We had to leave the premises for 10 days, board our dogs, and pay someone to take care of our other animals during that time. I also had to take vacation time as I work remote. I suggested that he consider bringing a camper onto my property so we could eliminate the disruption and cost of moving the animals and I could still work. He now refuses to return my calls. I would like the name of his insurance company so I can file a claim directly and work with them. The additional costs I incurred

  Business response

  08/23/2023

  Steve Dalene, our CEO, scheduled a meeting with her right after we received this complaint. We evaluated the issues and are working with ***** to resolve the spots of concern with our best wood refinisher and we'll have a crew come in, to blend with the rest of the floor. ***** will call Steve Dalene to schedule this directly.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have had so many issues with Dalene Flooring from not measuring the room correctly to not installing the floors correctly. I had three phases of my project, which went down to two phases after all the issues I have had. I had a different company install phase 3 flooring. Right now, my phase 1 was not done correctly. I purchased cement bags to make the floor level and there are big gaps under the trim. I have sent pictures to Steve Dalene, the Sales Person and the Business Person and no one has answered. I suggested they come bag and fix it or credit me the prep work because that wasn’t done. It’s been over a month and I continue to receive the bill but no answer from the team. In addition, my invoice states that a number of cement bags were used and Dalene claims a different number was brought back. I need clarification on the correct number of bags used as well. At this point, I am looking for Dalene to contact me to discuss what to do with the uneven flooring in my phase 1 project instead of just sending me the bill.

  Business response

  08/09/2022

  We have reached out directly with the customer and have come to a resolution. 

  Thank you 

  Customer response

  08/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dalene Flooring sent someone out and when Craig set up the appointment, he stated they were coming out to fix the floors. Once the man showed up, he said he was only there to look at and assess the damage. He said that the floors should have never been left like this. He said that he will order 2 boxes and I need to leave the tape that pointed out every ding or dent so when he came back he knew where to fix. I said there are over 20 pieces of tape and will not be living like that. I took pictures so he would be able to see, even though it was clear to see to the eye. When I finally called Craig because I was sick of waiting for the builder to take care of it, he said he never ordered and it slipped through the cracks and he will get right on it. When he called he said they couldn't find it and the floor was discontinued. I said my husband found on ******, you can order there. He said I will not order through ******, you just have to wait a little longer because I have other places to look. Well, long story short, he never found the floor and then just stopped taking my phone calls so he never resolved any problem. He had no problem taking my money, but not standing by their business motto of they provide exceptional customer service. I don't find that exceptional at all.

  Business response

  04/05/2022

  This issue was passed to the Builder used that works directly with the customer. If there is additional questions, please refer to the Builder involved.

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