ComplaintsforHarrow Floor Gallery

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had our floors for the entire house installed in late January 2021. The flooring looked beautiful; it was ********* luxury vinal planking essentials. Soon after we began to notice noises coming from the floor as you waked across it. We had hoped it would be temporary and would eliminate itself. Over time it has not. Mr. H***** came to the house on November 29, 2022 and offered to repair a section of the kitchen with the leftover planking but this would only address one room. Sadly, it's the entire house. After reaching to the ********* Flooring, we were told that they were out of business. Total cost $12400.00

  Business response

  01/06/2023

  We installed Vinyl plank in their home in January 2021, they were happy with the job and paid their invoice in full. They contacted me in November ( 2 years later) stating there was a sound coming from under the floor. I met with them in their home and I explained to them that I need to remove a portion of the floor to determine what was causing the issue. They were reluctant to having the work done at that time so I advised them to call me when they make a decision. I have offered to determine the cause and offer any solution possible to correct problem.
  Be advised that labor warranty is for 1 year. This project is 2 years old. There has been no other communication with customer prior to November 30, 2022.

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the email that we sent Chuck after the registered letter was returned. We have attached an audio file so you can hear the sound that is heard over much of the floor in the house.
  
  Chuck,
  When you left our home on November 29th 2022, we told you that we would let you know if we have come to a decision regarding our floor and we would contact you.
  When you said that you couldn't hear the noise when walking we were surprised. Upon further inspection you did hear the noise that was being made when you walked on the floor.
  You said that you would send someone out to do the kitchen area with the laminate flooring that is leftover and that in our opinion is just a band aid. The problem is in every room not just the kitchen.
  Although we appreciate that you came out on Tuesday the 29th and addressed our concerns, we are sure that your suggestions will not eliminate the problem that we feel needs to be fixed. The slapping noise when walking throughout the house is unacceptable and repairing only the kitchen area as you suggested isn't worth talking about. The kitchen floor isn't the only room that is affected. In fact, the slapping noise can be heard throughout the house. The noise is more prominent in some areas than others. The floor is serving its purpose as you
  mentioned but if I can hear myself or anyone else walk on it is unacceptable.
  We believe that the entire flooring that you installed will need to be replaced.
  
  See Attachment/File: flooring noise harrow.mp4

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