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Complaint Details
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Initial Complaint
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
date of initial installation 1/2/2023 at 8:30 They did not show till noon No call Material was staged in garage against mf warranty Plastic was not put down prior to installation per mfg warranty guidelines Was quoted 2 day installation took 5 days & a follow up visit & redo Flooring was kept in garage mfg states in house only Both ********** installers later told me they knew it should have been & that *********** called the ************** told him 'Not to worry about it" ***** Thatched also told me plastic was added to my order 30 minutes after it left the store. Lots of lies & deceit with this company from beginning to end. My credit card was charged for final payment before I ever signed off on job without my consent Re-installation we agree on cleaning by me but would be reimbursed expenses never happened I also made it clear I had everything painted since the floor done I did not want any damage Lots of damage all over my baseboards that now needs repainting estimate $2,800 Back bathroom is buckling up bc they tried to jam it in there You can see where it is lifted as well as not snapped together completely Places where there is missing flooring between *************************** Calking missing many places other places horrible job & smeared up baseboard Coffee was spilled all over my hallway walls doors bathroom everywhere and none of it was cleaned up still some on there bc it has stained now before I found it all commitment was to do the flooring right the 1st or even the 2nd time per mfg warranty standards that would last I gave them a chance tofix their mistake There are now new issues do not trust them do terrible work do not keep their word or communicate at all I do not want them in my house to do anymore damage i want my money back $10000 so I can have a professional come in and replace it as well as get the trim repainted **** and the costs I dished out on cleaning materials for the puddles of water and mold $150 Order #***A5Y7X3GXR2
Business response
01/04/2024
The first time I saw this complaint was today and to the best of my knowledge this problem was resolved on 12/30. I (***********************) went out and fixed the problem areas and walked the job with the customer to make sure ************* was completely satisfied. I issued a customer concession in the about of $3,000.00, apologized and I think everything is in good standing now. It is true that somehow we missed installing the moisture barrier on the first installation, however this is also why we offer a 1 year labor warranty. We completely replaced the floor under this warranty and I extended the warranty for an additional year. I also made it clear that I take this type of thing seriously and customer satisfaction is what's most important!
I left ************* my personal contact information and instructed her to call me if at anytime she felt there was something more I could do. The floors look beautiful now, there is a full moisture barrier installed and after the trim is painted everything should be 100%. I only got involved with this situation a few weeks ago and I had no idea it had escalated to this point. I think I've done everything I can do to responsibly handle this matter and I will still do whatever else is necessary to insure satisfaction.
Customer response
01/10/2024
Complaint: 21024129
I am rejecting this response because:not is all still pending to see if the repairs made will work out. ***** did show up himself to do the repair work. An installer was supposed to show up but never did. I was cut a check for the baseboard and trim to be fixed and repainted. I have not cashed that yet again waiting to see. The bathroom repair was simply glued down not replaced. The missing gap of flooring was pulled out and replaced. The sliding door trim was repaired but I had to have him go back before he left and do it again bc it still wasnt done properly. I do not accept or agree that ***** was unaware of all the issues and problems with install and repair. I do believe this company does not know how to communicate among themselves or customers and this is used as an excuse for any issues. Waiting to see if reinstall and corrected issues will continue to be a problem or not. I gave up on getting my expenses paid back and honestly Im tired of fighting with and drained with dealing with checkpoint flooring. Hopefully this will be acceptable at least until I can get the floors redone properly in a few years.
Sincerely,
*********************
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