ComplaintsforWayne Wiles Floor Coverings

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In summer 2021, I hired ******* Flooring to install LVP to our downstairs formal living room, our kitchen, family and dining rooms, a small hallway, and the staircase. About a week after installation, I started noticing small lumps or bulges coming from the floor as well as several other imperfections such as cracks or huge spacing between the planks. Upon their inspection, they stated that the window from our living room had a leakage, and that was the cause of the bulging or water damage underneath. We called our insurance company, USAA, and the adjuster as well as other contractors denied that we had a leaking window. They stated that the floor was poorly installed. The bulging spread throughout the whole formal living room area. I contacted them ************************* from Wayne Wiles again, and she had someone else come to try to fix the imperfections. The gentleman who was an independent floor installer also stated that the floor was poorly installed and no water damage was detected. In early November, I contacted ***** again because one of my children had tripped and failed on the bulging that's now several inches high. She sent one of her inspectors late November. He explained to me that there was no leaking coming from the window, but the bulging, lumps, or spacing were due to wetness coming from underground. On December 6th, ***** sent me an email that they have sent the matter to the *** and I would just have to wait. Meanwhile, the bulge and lumps are getting bigger, higher, and more dangerous for my family. I am praying and hoping that The BBB can help us resolve this matter as soon as possible.

  Business response

  12/29/2023

  Representatives from our company have been out to *************************** home on several occasions to inspect her floors. It was determined that there is a subfloor moisture issue. Moisture readings have been performed and planks have been removed in an effort to advise homeowner of the severity of the issue. This is not an improper installation and the material is not defective. Initial moisture readings were taken prior to installing the **** which produced results under the 4% allowed by industry standards. The moisture is coming up through the slab, penetrating the plywood and LVP. A representative was out at the home today, 12.29.2023, and once again reiterated the moisture issue. Additional tests were performed and planks were removed. I believe the homeowner now understands the issue and will be contacting her insurance company once again so that they can come in to further investigate where the moisture is coming from. The homeowner cannot perform a repair or replacement until the moisture issue is resolved. Since this is not a warranty issue or an issue due to improper installation or material defect, we kindly request that the homeowner's claim be dismissed. Please do not hesitate to contact me should you require additional information. Thank you.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered tile that was in stock and ready to ship the beginning of December. After many false promises of delivery, still no tile over two months later. I asked if I can cancel my order and receive a refund and was told yes. Refund was processed Feb. 13, 2023. Supposed to have put the money back on my credit card. Was told 3-5 business days for the refund. Two weeks later still waiting for my refund. Sales associate is not answering me anymore.

  Business response

  03/01/2023

  Please note that the refund has been processed and the funds will appear on ************************ credit card in 3-5 business days. A receipt of the refund has been attached. Our apologies for the confusion and untimely processing of the return. We will use this unfortunate incident as a learning tool with our staff.

  Customer response

  03/05/2023

   
  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

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a condo in Naples, July of 2021. We decided to work with a family business since we are new to the area. We settled on Hessler in Naples / Wayne Wiles flooring is the main headquarters in Fort Myers. We did not realize that at the beginning but ended up dealing with them towards the end. We signed a contract for them to replace our floor on Aug. 7 2021. We were hoping to have the floor done by October because the condo would be vacant. They started putting our floor in late Sept. We had very little communication from them. After review of the floor in Oct the floor had a bunch of blue stickers. We came down mid Oct 15-17 to find out what was going on. We never got a straight answer the men in Naples were rude, unprofessional and I didn't believe they were telling me the truth. They first said it was the installer, then the product was bad. We picked out another product so we could get this done but we kept getting delays from them. When I asked to speak to the owner they would not give me his name. I asked him if he had heard of the internet? Of course I googled the company and called the main office. I spoke to Donna S****** who told me time and time again for the next two months they would take care of us. Finally the floor was going in Nov 1. We were waiting on the floor to be done so we could get the kitchen in. We had boxes of cabinets in the dining room ready to go. Unfortunately the installers forgot to put the hose back in on the washer and flooded our floor and most of our cabinets. After going through Nov/Dec with insurance. Wayne Wiles never wanted to take responsibility. When we finally went back to them in January. They wanted the full amount plus. Our contract was for $9300 we paid them half up front. Now they want $4650. The have caused damage to our unit and did not finish the job. Nor do we want them back in our home. I asked the owner call me. I was met with an email/ bill. I am willing to be reasonable but will not pay that bill.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/15) */ Contact Name and Title: Donna S******-EA Contact Phone: ********** Contact Email: ********@waynewiles.com The customer's original install commenced on 9.17.2021. On 9.21.2021 progress on the job was halted as the product they selected was defective. On 10.8.2021 a claim was filed with the manufacturer. On 10.12.2021 the store manager visited the customer to discuss next steps. On 10.13.2021, the customer elected to install a different product. On 10.27.2021 the claim was processed, and the new order was placed. On 11.1.2021 we began removing the defective product and installing the new product. This installation was completed on 11.4.2021. On 11.5.2021 we were informed that the unit had flooded. The customer was advised to make a claim with their insurance company. They elected to file the claim through our insurance company who then proceeded to file the claim with the subcontractor's insurance. Our local agent advised us to send a water restoration company to minimize further damage and remove any standing water. Our insurance company requested the damage report, which did not become available until 11.12.2021. On 11.13.2021 the customer advised that they needed to regroup before moving forward. Between 11.12.2021 and 11.29.2021 the insurance companies debate on responsibility for the flood. On 11.29.2021, the customer is once again advised to file the claim with their insurance company so that repairs can commence. Between 11.29.2021 and 1.4.2022 there is no communication from the customer. Between 1.7.2022 and 1.10.2022 we speak to the customer to make arrangements to move forward as their insurance company has processed the claim. On 1.13.2022 we submit a proposal to replace the damaged floors. Between 1.13.2022 and 2.6.2022 several emails are sent however there is no communication from the customer. On 2.6.2022 the customer emails requesting to speak to owner, Mark W. On 2.8.2022 an email is sent back to the customer explaining that Mark W is fully aware of the situation and has been working behind the scenes to resolve their issues. At that time, a request for final payment from the customer on the original job is made prior to moving forward with the insurance claim. On 2.11.2022, we receive a complaint from the BBB. On 2.14.2022 we receive an email from the customer informing us of the BBB complaint. Our company feels that we acted accordingly and leaned on the advice and processes set forth by our insurance company. It has been our position to resolve this unfortunate matter as expeditiously as possible through the proper channels and procedures. Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody is disputing a timeline of 5+ months. This is a floor that should have been installed by a trusted, reputable flooring professional in 3 days. But they dragged this process out by stalling, and not being truthful at every turn. We started with their company, Hessler in Naples and none of those people ( we went through 2 sales people there Chris and Steve) were honest with us about this process. They wouldn't even give me the name of the owner when things started to turn from bad to worse in October. They would dodge our calls or say that they weren't available. That is why you are working with Donna S. at Wayne Wiles in their corporate office in Fort Myers on this complaint. I had to pull up the internet to find out who was running this company to try to get some straight answers. We had been given so much misinformation by that time I was no longer going to work with the local office. For instance, when the first floor was laid and it was clearly not right they said it was the installers fault then when pressed they said it was bad product. Mind you this is a condo with around 1200 sq ft. not a large space. They also damaged tile in our bathroom during the process. That never got fixed. And we have had to pay plumbers 2x already for two toilets and three fixtures to be placed because the flooring went in both bathrooms. And they never finished the job. Trim around our patios were never put in. Baseboards were never finished. They have not taken responsibility or been accountable for any of this chaos. They even told you that in their response how they are not responsible." Between 11.12.201 and 11.29.2021" We went through two major holidays without a kitchen or an intact floor. They failed to to tell you that when their installers did not attach the hose to the washer after putting flooring under it and how they insisted WE were at fault. That they never moved the washer. The washer is in a closet and there is no way they can lay a floor without moving the washer. The hose was curled up under the washer gushing water when we went to go use it. Never would we have thought to check because we had been using the washer for weeks before that day. That water ran into our dining room where all our kitchen cabinets were stacked waiting for the floor to be done so we could get the cabinets installed. Needless to say we lost many of those cabinets to water damage that day and had to start over ordering them. We still do not have all of them replaced yet due to supply issues at the cabinet shop. They cannot be trusted and they never wanted to make this right for the us. They did NOT contact us for weeks. Not once did they reach out to us until January and all they wanted was our money. When our insurance, State Farm got involved our agent told us the hold up in December was that Wayne Wiles was not taking responsibility. That they were blaming the installers. Wayne Wiles hired the installers not us. It is ridiculous to what lengths they will go to shirk their responsibilities here. Once our claim was completed I called and talked to Donna, who had avoided my calls and emails at that time. She said the project manager Chad should be involved not her. At first they wanted confirmation that our claim had actually been completed before they would come out to the unit again. I had to have my insurance agent call them to confirm we had completed our process. When Project Mgr. Chad came back out to assess the condo for another bid to replace the damaged flooring he said we would need a plumber again because the flooring would need to be extended into the bathroom from the hall. Another additional cost. We alerted him to the patio area where they never installed the trim. It seemed to be buckling up. He shrugged it off and said once they lay the trim it would be fine. Again no where here did they every say, "Hey sorry, we are here to make it right" During that time I took it upon myself to call in another flooring company to get their professional advice on our floor. They were there on Monday 2/21/22 and and told us two things that we were unaware of. One the floor by the patio was never going to lay flat because the floor under it was not level. We would have always had trouble on that threshold. Second they asked about the baseboards. Some were already nailed in the wall. We told them that the previous installers had done that when they were here in November. Evidently in Collier County a flooring company is not allowed to put in the baseboards. It is a violation. They have to have a separate company do that work so no pipes or electrically get damaged in the building. Another instances of shoddy, unprofessional and now even dangerous practices. And now we have more costs to fix the current floor. This nightmare they created is never ending. We signed a contract with this company in good faith in August 7th 2021 for 9300.00 We gave them half up front. We had no idea the chaos we were in for with this company. The delays, the lies. The wild stories, like when the installers could not come one day in November because immigration had shut them down. We have no intentions of ever having this company back in our home. They have cost us additional time, money and our sanity. They have created havoc and disrupted our lives for months. And after reading this horror story you would think at some point the owner would have called us. Not once, not even when I have asked to speak to him. Whether this is a 9,000 dollar job or a 90,000 job this is not how you treat people. They don't deserve another dime from us. We are asking the BBB to send a message to this company that this is not how you treat a consumer. Business Response /* (4000, 11, 2022/03/07) */ Please note that we have turned this matter over to our attorney, *********, with *****************************************. Thank you. Consumer Response /* (3000, 15, 2022/03/07) */ ***Document Attached*** These are photos that the Hadinger flooring company suggested I take of the area around the patio that they had to pull up in addition to the water damaged areas. They found when they pulled back the sound barrier it had been glued down which is not the right way to fix a bulging floor. Consumer Response /* (3000, 16, 2022/03/07) */ Hello BBB I am currently waiting for my bill from the new flooring company (Hadinger) that I had to hire to complete my floor. They found the area around the patio had been glued which was another way Hessler/ Wayne Wiles was trying to hide their shoddy work. They had to grind it down in order to complete the floor. The new floor company has contacted the group in Collier County for the base boards and I should be able to send you the new bill when they have completed their work. Let me know if you need anything further from me. Thank you, ****** ***** Business Response /* (4000, 18, 2022/03/10) */ Please note that we have turned this matter over to our attorney, *********************************************************. Thank you. Consumer Response /* (4200, 20, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since your response is that you have turned this matter over to your attorneys then please have your attorneys respond on your behalf.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩