ComplaintsforThe Floor Store

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the floor store to remove and replace the vinyl plank floor in my home. The workmanship was inadequate and my floor was done with defective materials. The floor store had come out and replaced a section which still didnt hold up. After many phone calls and me stopping by the floor store said they would give me new flooring but wanted me to pay to have the labor done again after I had paid them in full ! I would like them to replace the floor with a competent contractor.

  

  Business response

  11/15/2023

  I am sorry to hear ************** feels as though he had a poor installation.  I have noted on his file.  After his initial installation in February 2021, we came out to his home and replaced some planks per his request.  These are my notes:

   

  "We replaced some boards for this customer.  When *** (our salesman) went to the home, the floors we wet upon entry.  The customer is legally blind as he stated and has an 18 year old pomerianian dog.  the dog has messes all over the floor and the customer said he cleans the ******************** with fabuloso and steam mops at least twice per week.  It is our opinion that the customer is over saturating the ******************** and the moisture is too much for the floor.  We replaced some of the boards for now under the installation warranty.  12/16/2021

   

  my next notes - 11/2022

  We will provide the customer with 464 sf ( exactly what he purchased) of flooring at the same price $3.29sf.  The customer will provide their own installation.  Bookeeping please charge this to customer satisfaction as there is no valid claim.  11/2/2022.

  The Floor Store could not offer any more as there is no claim here.  The floor is being over sarurated with urine and or cleaning fluid.  We did offer a comprimise as we did not want the customer to be left with nothing.  That was over a year ago at this point now. Thank you.

  Customer response

  11/15/2023

   
  Complaint: ********
  
  I am rejecting this response because: Regarding complaint #******** with the floor store ***** ******* Today I finally received a response through the BBB of ********** from the floor store. Please find enclosed pictures and response to the *** with help from this matter. This company installed defective flooring with poor workmanship. I have other pics I will be sending with the same flooring done by another company and you will not be able to see gaps or poor workmanship. When installing the flooring the ends were all chipped from the hammering the flooring in place. After 2 other contractors looked at this and advised me if it was done right the ends would not be damaged and a hammer is not needed . I want a full refund as I need to pay to have this redone correctly. The dog in question was a 3 pound Pomeranian come on guys ! I took care of the floor as I was advised and was told it was the best I could get for dogs and for being waterproof. The floor was not saturated ! In addition I bought a lot more than 464 feet of this flooring ! Please do the right thing and take care of this warranty ! I will be calling the ******* ************************ as well if this is not accomplished. My 93 year old mom cut her foot on this lifted flooring when she was here 2 years ago and with my limited low vision Im constantly stubbing my foot on this. This company also did my sons place which isnt near as bad.
   

  
  

  Sincerely,
  
  ***********************

  

  Business response

  11/16/2023

  I have seen the pictures of what looks like some construction being done.  I am not sure what is relative to our job done in 2021.  ************** did purchase other flooring for his sons home the address is unit 210.  We have records of that.  For his own home in unit 209, it is in fact ****** sf purchased.  The installation warranty for his unit at 209  is for one year. We did replace some boards as stated in the previous email.  Those boards were warped due to urine and moisture. We did wittness the wet floor at that time and again on another occasion.  The Floor Store offered to supply new flooring (464 sf) as a customer satisfaction claim, not under the manufacter warranty.  The boards were saturated and would not have been accepted as a claim under their warranty rules.  I am sorry ************** is having a problem, this is simply not at the fault of installation or the product.  This product was purchased as a pallet and we did not have any problems with the rest of the pallet or any of the other colors in the same line that we purchased.

  Customer response

  11/27/2023

  Good Morning !
   In response again to claim #********
  ****************************************************************************;
  First and foremost **** was my initial salesman which is ******** the owners son and law as I was told not *** or ****. **** assured me this was the correct very high end flooring I needed for my blind 18 year old 3.5 pound Pomeranian that passed last year at 19 that would tend to run into things and piddle a little so I would keep him in his 4 foot by 4 foot pen. I had recently had a corneal transplant in my left eye and was mostly blind before the transplant and before the floor was put in. That story sure got twisted. To clarify it was my dog who was blind yes and I had very low vision from the Cornea transplant.  You stated the floor was saturated which is impossible with a 3.5 pound little dog that would piddle maybe a teaspoon. I had several calls to this establishment and tried unsuccessfully to reach ********************* and was told he no longer worked there and went to work doing construction. At that point *** or I thought he introduced himself as **** came out with his meter to check for moisture and went all through my house and assured me at that time there was no moisture issue. In Addition *** or **** said I do a great job at keeping it cleaned. My question is what was said when he got back to the floor store ? Next yes they did send 2 of Floor stores technicians came out to replace a small section the technicians stated that it was defective and they would let there boss know. Again Im asking what was said when they got back to the Floor Store ? Then on another occasion I believe it was ***** was sent out that said the floor was saturated which it was far from saturated as it was mopped the night before with a swifter mop. Again not sure what he said to his boss after returning to the floor store ? These excuses are entertaining as they are all twisted.  I took care of this floor exactly how **** told me to with either pine sol or fabulouso lightly damp and the swifter mop in between. With everyone that came out the stories got more crossed and I could see the floor store did not want to take care of the warranty. I had given up on wanting to talk or reason with anyone at the floor store as the excuses were extensive to not want to  Honor the warranty. I believe **** sold me defective flooring that he was trying to push in a hurry. After my 93 year old mom cut her foot on it I decided something needs to be done and I cant afford to pay again. On closing I have 1 other question if the flooring was fine as they stated why did the floor store want to give me more flooring for me to pay someone else to do it Was the Floor Store trying to unload the rest of there defective flooring ? After a few months and talks with ******** the owner stated **** my initial salesman was back working at the Floor Store and she was happy to have him back. Im tired of going back and forth on this the Floor Store needs to do the right thing and take care of this ! Come on Floor Store you know this was wrong. I have done everything required by my original  salesman **** ! Please address asap ! Sorry after numerous eye surgeries with the ******** VA ************* it is difficult to see close up so emailing and texting is a struggle for me  I need to enlarge all print sorry Im not able to do it on the BBB Portal. I truly hope someone can help me with this nonsense ! Please Help !
   Sincerely
   ***********************

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