ComplaintsforIT IS Finished Inc

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flooring was installed in early Novermber 2024.ISSUES:1) Flooring installation was so poorly done that the house sounds like a haunted movie house that creeks with every step. A normal floating floor does not do this.2) The flooring has over 20 pieces (photos attached) that are marked near of the end of piece with an ugly black marks. These marks are most usually associated with the tooling process of manufacturing.9/28/2023 - It iI Finished *** was paid $2,750.00 (half of total bill)).11/2/2023 - It Is Finished Inc. was paid the final amount of $2,750.00 as the installation was complete.11/18/2023 - It Is Finished Inc. was notified (*************************) of several concerns. These concerns included the floor constantly creaking and sinking when stepped on.11/25/2023 - A second email was sent to ************************* that included photos of floor pieces that had manufacturing marks that looked like grease stains. There were over 20 pieces with these marks. ****** said he was turning over the issue to ********************* VP.11/27/2023 - **** responded that he has reached out to the manufacturers representative.12/7/2023 - I sent followup email to **** and asked for a status.12/8/2023 - **** responded it could take up to 30 days.1/8/2024 - I sent an email asking why no one had reached out.1/15/2023 - ****, the original installer (subcontractor I believe) and Manufacturer's agent came for inspection.During the meeting, all three refused to remove their shoes making it nearly impossible to hear the floor creaking.The installer said he did not install the damaged pieces (he did of course) and said it was just grease and could be removed. He tried to remove it with Goof Off but it had no effect.After this meeting, the manufactures agent said he would contact the manufacturer in order for them to see the problem and I would be contacted soon.It is now February 20, 2024 and I have not heard back from anyone.Photos include the pattern ordered next to the damaged flooring.

  Business response

  02/26/2024

  In reference to the sound that our client is hearing, which could not be duplicated during the inspection. This is referenced in the contract that the client submitted "Flooring that is considered a floating floor will have some movement, creaking and or crackling which is industry standard for this type flooring."  In reference to the marks on the floor we are not aware of any tool or anything that is used during installation that can cause this look. Therefore as stated by our client we have ask the manufactures rep to came and inspection. After we give it to the manufacture it is then a process as to where the manufacture will then contact the client (home owner) to share their findings. While we are empathetic with the clients concerns we try not get in the way of the manufacture. During the time of evaluation of the manufacture we have no more information that has not already been shared. However we have never turned down any calls or request for communications. We consider ourselves to be our clients advocate not adversary. We are not happy until our client is.

  Customer response

  02/27/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  1) As stated in my original complaint, the representatives from It Is Finished Now, could not hear the floor creak or give way because they they refused to remove their shoes and talked the entire time they were here. I have a floating floor previously installed in two other rooms that do not exhibit any type of creaking or movement. When purchased I was told that the product I selected was an upgrade to what I had in the other rooms. Clearly it is not as the sound and movement is excessive.

  2) There has been no contact with the manufacturer and it has now approaching 6 weeks since their visit.and 3 months since I was first promised a manufacturing representative would reach out to make an appointment.  No one from It Is Finished has provided any type of update.

  3) I have been around manufacturing plants and process for over 30 years. This is a manufacturing issue most commonly associated with tooling problem during production.

  I do not believe It Is Finished Now is taking the issue seriously and just hoping it all goes away.
  

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

  Business response

  02/27/2024

  To avoid any further conflict and/or hostility we will stand on our previous response. We will add that it is still in the manufacturers hands.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I purchased 4 rooms of laminate flooring from It Is Finished, Inc. in October 2018. The flooring was recommended by the company to me. Portions of the home I had just purchased had laminate flooring, but several rooms had old carpet. Within 6 months the new flooring began splitting and lifting. I contacted the company and they advised me I probably had a moisture problem. There are no signs of a moisture problem. The other laminate flooring is fine. They then told me I needed to glue the loose flooring down. We are senior citizens and my husband is handicapped and in a wheelchair, so I am on my own. At this point I have large areas of missing, broken flooring. The owner, Vernon does not accept or return my phone calls and finally advised my husband on June 1, 2022, that we would have to pay them to come take a look at it. He stated it was out of warranty, but I was told when I bought it, that it had a lifetime warranty and I started asking for help from them within 6 months of the purchase and installation.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/15) */ To all concerned: Mrs. contacted us approximately three weeks ago. She then said she has flooring missing, broken pieces and some sort of moisture issues. Maybe a week after install in 2018 she contacted us to ask if we can come out to repair a transition that was torn up during move. We did so at no cost. We did not hear from Mrs. from the initial install 2018 Until recent. Therefore if Mrs. had this same issue for nearly 3 years the probability of neglect is high. We have been in flooring business for over 40 years and our number one goal is complete customer satisfaction. Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The threshold that was repaired was a problem prior to moving in so it was not damaged in moving. The photos I have show no furniture in the house. I texted pictures on April 16, 2020 and I have text messages from the owner advising me to glue the floor on April 24, 2020. After that, my repeated phone calls were not answered or returned until June of this year when he told me it was out of warranty and I could pay them to come look at it. He was always not available and I was told he would call me back which did not happen. Right now I have a dangerous floor in the home of a disabled man that is totally coming apart. I just want it fixed.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Dec 30, 2021, I, ****** ******, paid a deposit of $4,700 to It Is Finished Inc. which executed the terms of the proposal which is included. No additional funds were requested or paid. This amount was 50% of the $9,400 contract for labor associated with demolition, preparation, and installation of vinyl plank flooring. This work was to correct a previous job done by another contractor that did not meet the manufacturer specifications for floor leveling among other issues. Floor leveling was discussed and included in the proposal as a TBD item as the condition of the sub-floor was unknown at the time due to it being covered by the product to be redone. On January 5th, 2022, the company started the demolition and concluded that the original product was unusable and the customer would have to replace the entire product to proceed. No adjustments to the contract were requested or accomplished. Vernon B. recommended that the customer get different product altogether. In the interim, the new product was presented to Vernon B. The new product had the same floor specification requirement of level to 3/16" per 10 feet as the original product. Again, no adjustments to the contract were requested or accomplished. On March 21, 2022, an employee of It Is Finished continued the process with the new product. Most, but not all of the demolition and floor clearing was completed as well as some patchwork and floor grinding. When the customer brought up the issue 3/16" per 10 foot specification, Vernon B. suggested that the contract be terminated. The demolition is incomplete, no leveling was accomplished, the sealant was not applied, and the new product was left untouched. Vernon B. offered to refund $500 of the deposit (keeping $4,200, or 45% of the original $9,400 contract.) The customer does not agree that 45% of the work was completed. Multiple, independent contractors have since surveyed the site and estimate the job to be 25% complete.

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