ComplaintsforCasa Mia Investments LLC

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid the company for Luxury Vinyl Tile planks to be installed in November 2021. We had numerous issues with the installation which took much longer than initially told and now the flooring is defective due to an improper installation. I have reached out to the contact *****, he has stated he would reach out to the flooring manufacturer, this was 2 months ago. There's been no contact since. I've been sending messages regarding the flooring during the 1st year of the installation and there's been zero effort on the company's part to rectify this situation. We paid almost $9,000 for this flooring that will not last the 15 years we were told it would. The floor is warping, cracking in numerous planks, lumps beneath it in some areas, when walking it makes cracking sounds and it bends. We see some areas the edges are lifting up. The agent ***** assured us of the quality of the material but it scratches easily when we were assured it wouldn't. We paid for concrete leveling to be put over very old saltillo tile. The flooring installation crew stated they couldn't do it, despite being told it could be done. They ripped up the tile creating a horrible mess, didn't properly level out the subfloor, my kitchen now floods when it *************** they did not properly level the area, it sits lower than the patio flooring. They did not put down any kind of underlayment. The planks in the kitchen area have dirt from the sub floor trapped between them bc of the flooding. We simply request either to be refunded what we paid or have the job redone properly. We had multiple issues with the crew not showing up, the point of contact not coming by when requested, sending a crew who spoke no English, despite me requesting someone to be sent who did so that communication wouldn't be an issue. ***** was not always available to reach out causing delays and he was never aware of the crew not showing up at times. I am appalled at how badly this flooring was installed.

  Business response

  02/03/2023

  see attached

  Customer response

  02/03/2023

   
  Complaint: 18682335
  
  I am rejecting this response because: we never asked for the tile to be taken out. Our kitchen installer did not request us to remove the original floors. We paid for the self leveling material. The installers advised us it had to be removed. The material they sold us is cracking. Therrs dirt in the seams where the planks connect bc they have gaps. They laid zero padding and did not prep any sub flooring except for the front door which is sloping, they did not respond to me with the manufacturer response as to why the floors are cracking. The installer only took off $800.00 from the total after installation, and that was for the inconvenience of the furniture never being put back. The material that was scratched by furniture was because the installers did not put the furniture back, which we paid for. They were moving a bed to work on one side of the room, got a power cord stuck under the bed when they moved the bed close to the closet. We had to put the bed back as it was our child's bed. The installers never cleaned the dust, we did. We never asked for Mexican tile to be removed as we have an asthmatic child. The flooring has defects and I've yet to get a response from ***** on whether Parkay flooring will replace it. We also have lumps under some of the planks. Please see attached checks showing we paid them in full minus $800.00 for damages that could have been avoided had the installers put the furniture back as we had paid them to do this and they did not. They also did the same in my husbands office. I had been trying to get ***** back out since November of 2021, voicing my concerns over the installation. He knew I wanted a solid sub floor and I told him I needed padding for soundproofing. I have that in a text. He came only one time to get the last check and when the installers replaced the planks that were damaged. 
  
  Sincerely,
  
  *************************

  Business response

  03/20/2023

  see attached

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