ComplaintsforTwin Brothers Floors

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I visited the store in late January, looked at some flooring, applied for financing. They came out and measured and I picked a sample I liked. I had purchased a home and was wanting to have flooring replaced and installed by mid February before I moved my furniture in. After I found a sample I liked, I was told that I would be contacted within a week for an install date. They said they could fit me in since it would be an easier job with no furnishings to move. I didnt hear from them and after 2 weeks I found another company to do the work. A few weeks later I saw a $3800 balance on my credit report and emailed twin brothers asking them why they charged me and asking for the charges to be reversed since they had done no work for me and I hadnt heard from them. The following day they called wanting to let me know that the floor it would be delivered the next week or the following week . I explained again that I hired someone else to do the work since I hadnt heard from them. They will not refund the charges and now Im $3800 in debt for nothing. I signed the application for credit online and theyre telling Synchrony the credit card company that I signed an invoice. They also provided Synchrony with an order for flooring that they claim was for me but I was told the flooring was in stock. They have contacted me saying they want to install flooring but I dont need any more new floors. I had the work done weeks ago. They charged me $3800 for nothing and I dont know how to convince them to reverse these charges since I have already purchased elsewhere. They mislead me when I applied for credit. I thought I was getting a credit card that I would use to pay for the floors when they were installed. I received the card but never activated it so it was quite a shock to see a $3800 balance on it.

  

  Business response

  04/24/2023

  To Whom It mayConcern: Dispute 

  There is no credit or refund due to ************, She placed an order with our manager at our location in ***********. We called her to schedule the install once the materials arrived. ************ let ** know during that phone call that she went with some one else and that she never told ** to place the order. Our response was that we have cameras in all of our locations and that it was clearly stated that she want to proceed with the order and that she was more then welcome to view the footage and that it would in fact be sent to ************** along with her signed contract and signed Synchrony application. She said she was going to try to call Synchrony to dispute the charges, unfortunately that is not how it works. We are a small family owned and operated business and have already bought the materials as ************ requested ** to do and scheduled with a specific installer, we were just waiting on ************ to give ** a date, she let ** know she had the flooring installed by another company already and she wanted to cancel. Again unfortunately we can not just return the materials and cancel with the installer, it is simply not that easy. we did inform ************ that we would eat/absorb all cost of the contract she signed if she would simple send us pictures of the work already done in the rooms we measured for even thought that is not our process, we always try to help our customers. She refused and said she did not have to do that and she would send them to Synchrony, to date Twin brothers floors nor Synchrony has received any pictures of new flooring being installed, leading ** to believe that in fact there has not been any new flooring installed and ************ simply just wanted to cancel. All ************ Had to do was let ** know early on in the process she was no longer interested in getting new floors and we would of gladly help her out of her contract instead she applied no common courtesy To twin Brothers Floors and expects a small business like ours to just absorb all cost of materials and process because she simply changed her mind. Mrs ***** materials are in our warehouse and she has been asked to pick them up because she paid for them and they belong to her, she has also been asked now several times to provide us a date for install that works for her. 

  Customer response

  04/25/2023

   
  Complaint: 19969499
  
  I am rejecting this response because:
  Its not accurate.  I have provided pictures to Synchrony the work that was done by 50floors. I was not comfortable providing this to Twin Brothers because I did not want them to claim that they did the work. 
  I was interested in having the floors installed by twin brothers and I did apply for financing.  
  after I selected a sample I liked I was told I would get a phone call within a week.  I got no phone call and assumed that Twin Brothers would not be able to do the install in time so I hired another company that could get the install done.  I was unaware that I had already been charged $3800 by twin brothers. 
  iTwin Brothers did not contact me or try to install like they state in their response.  They did not contact me until I disputed the charges.  The day after I sent an email requesting the charges be reversed was the day they called to set up an install.  This is 5 weeks after they charged me.  
  When I originally spoke to **** on camera I was told the floors were in stock and could be installed within 2 weeks.  Why would they have to order floors if they were in stock?  Why didnt they contact me until after I asked for a refund?  Even if I had knowingly purchased the floors, why would they wait 5 weeks to contact me only to tell me that the flooring would be available in a week or two.  Twin brothers has repeat told me that they have me on camera, this means they also have **** on camera telling me that I would hear from him in a week.  They have not contacted me to tell me to pick up my flooring as stated in their response.  I got one phone call from ******* saying that I needed to schedule an install because I purchased the flooring and since I didnt provide pictures they had no proof that the job was done by another company.  She also stated that the flooring was there but when **** called the same day he said that it would not be delivered until the following week.  Im still wondering what happened to it being in stock. Obviously someone was not telling the truth.  It would be nice if twin brothers could just acknowledge that they made a mistake and neglected to contact me in a reasonable amount of time after charging me for a job that was never done.  
  Sincerely, 
  
  *************************

  

  Business response

  04/27/2023

  ************, was in fact given the option to send pictures to ** showing the work was done already by another company, she was also told if she contacted Synchrony to dispute the charges that the offer we weregiving her was no longer going to be available. Her response that if she sent ** pictures that we would use them as our own is absurd, and frankly how would we do so?? Not even sure how that would be possible, we simply wanted proof she in fact did already have the flooring installed, Synchrony declined her dispute because ************ in fact signed everything she was supposed to by law to create a binding contract. 

  Facts: 

  ************ did pick out a material. 

  ************ did apply for financing. 

  ************ did sign all paperwork necessary to complete the order. 

  ************* did in fact say on camera to our employee **** to go ahead and order the materials that she would like to use her Synchrony to pay for her project. 

  ************* was told that it would be a few weeks to receive the delivery. 

  ************* then told ** she wanted to cancel her order and tried to say she never told **** to place it. 

  ************* was given the opportunity to send pictures of completed work and we would give her a full refund. 

  ************ said no. 

  These are the facts, she is owed materials and is refusing to pick them up as she now owns it. She is in fact owed labor and we have no problem still installing new flooring. She still owes Synchrony for the contract she signed with them. These are the facts. ************ needs to take responsibility for the roll she as played in this issue. 

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