ComplaintsforCoastal Flooring LLC

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had them install new granite kitchen countertops and a backsplash. The bottom of the backsplash is all chipped and cut crooked!!! It looks horrible!! I complained and they send out someone who just added white caulk. It needs to be replaced!! I have photos and video showing how awful it looks. It cost me over ***** bucks and NO ONE at this store cares!! This will not let me add any photos! Super annoying. Please help me. They need to replace the backsplash

  Business response

  08/28/2023

  Coastal Flooring went out and installed ************** ***** countertops on 8/22/23, when finished the customer signed our invoice stating she looked over her install and she was satisfied with the install (see attached).  ************ called on 8/23/23 stating there were issues with the backsplash that we installed, so Coastal Flooring went back out on 8/25/23 to correct the issues with the backsplash that ************ was complaining about, again ************ signed off stating she looked over the repair and she is completely satisfied (see attached).  We are confused as to why she is making a complaint instead of reaching out to us, and if she was not satisfied why would she sign off.  As far as we knew she was satisfied and we closed out the job.  

  Customer response

  08/30/2023

  I did not sign the papers saying I was satisfied. I signed them meaning they came and did something. This is THE worst counter job anyone has seen.  Each time I look at them I am finding new issues!! At first glance they looked ok. Now my plumber has seen them. My mom, my handyman.  Everyone that sees the pictures or in person is blown away at how horrible they look. I was crying when they arrived the other day. Im under so much stress from this. It cost my mom over ***** and it looks HORRIBLE. They need to fix it. It needs to be redone!!  I waited for the caulk to dry to see if it looks better and it does NOT.  I will not sign anything anymore until its resolved. It turns out Im not the first person to have issues with this business!! Just check next door and you will see all the s***** jobs they have done for people. This needs to be done right!!! Do it all over. There is no other way to fix it. The backsplash needs to be removed and sanded or polished to be made smooth and my mom noticed issues with the corner and the top of the backsplash!!! This needs to be done right!!! I dont care what I signed.  I was under duress!!! Imagine you spend that kind of money and they do a s*** job!! They shouldnt be arguing with me. The photos prove the horrible job.  I will contact a tv station if they dont fix it.  Im disabled and cant handle this kind of stress.  I will take them to court if they dont fix this. Any judge will award me because anyone can see what a s***** job they did! 

  Customer response

  08/30/2023

  I did not sign the papers saying I was satisfied. I signed them meaning they came and did something. This is THE worst counter job anyone has seen.  Each time I look at them I am finding new issues!! At first glance they looked ok. Now my plumber has seen them. My mom, my handyman.  Everyone that sees the pictures or in person is blown away at how horrible they look. I was crying when they arrived the other day. Im under so much stress from this. It cost my mom over ***** and it looks HORRIBLE. They need to fix it. It needs to be redone!!  I waited for the caulk to dry to see if it looks better and it does NOT.  I will not sign anything anymore until its resolved. It turns out Im not the first person to have issues with this business!! Just check next door and you will see all the s***** jobs they have done for people. This needs to be done right!!! Do it all over. There is no other way to fix it. The backsplash needs to be removed and sanded or polished to be made smooth and my mom noticed issues with the corner and the top of the backsplash!!! This needs to be done right!!! I dont care what I signed.  I was under duress!!! Imagine you spend that kind of money and they do a s*** job!! They shouldnt be arguing with me. The photos prove the horrible job.  I will contact a tv station if they dont fix it.  Im disabled and cant handle this kind of stress.  I will take them to court if they dont fix this. Any judge will award me because anyone can see what a s***** job they did! 

  
  

  Business response

  09/27/2023

  WE HAVE GONE OUT SEVERAL TIMES TO THIS CUSTOMER, WE REPLACED ALL OF HER BACKSPLASH, AND YET SHE STILL IS NOT HAPPY WITH THE STONE.  I HAVE ATTACHED THE PHOTOS OF HER COUNTERTOP, THIS CUSTOMER IS JUST LOOKING FOR DISCOUNT OR A REFUND.  HER KITCHEN COUNTERTOPS LOOK BEAUTIFUL, AND AS FAR AS WE ARE CONCERNED THIS JOB IS COMPLETED.

  Customer response

  10/10/2023

  The countertop is still a mess!! It now has a yellow stain on it that the last guy left when he was trying to polish it!! Im looking for this to be fixed once and for all!! They did such a s***** job and dont want to admit it! You can see all the spots that they made worse!   I can send more photos if needed. Im not at home right now so I cant take the photos to prove its still a s***** job.  No one should ever use this store. They dont care about their customers at all!! They are horrible! It cost over ***** and they still made a mess of it. They need to come back again and get that yellow stain they made out! 

  Business response

  10/11/2023

  Coastal Flooring has gone out to this customers home and replaced the backsplash, see attached photos.  This stone is naturally made, there will be some imperfections in it because it is not man made, and there is nothing else we can do for this customer.  The job is completed and upto manufactures standards.  See photos of the completed job.

  Customer response

  10/15/2023

  As you can see when ****** came out the second time to get the ****s out of the stone. He messed it more! He made that **** you can see in the photo. he must have polished it to far. This needs to be fixed! Its an eyesore and its super noticeable! He said they will send someone else out to fix it. No one has called me or come out to fix this mess. They have done a s***** job since day one. People are always calling out sick at this company. No one is professional at all. So now , they made another issue that needs to be fixed! If they had done the job right the first time we would not be in this mess! So this is not resolved at all. Now they need to fix where ****** messed it up! Its a eyesore. ***** dollars and its still a major mess and headache! Photos dont lie! ****** knows he did this. He took photos of it as well. 

  Customer response

  10/18/2023

  As you can see when ****** came out the second time to get the ****s out of the stone. He messed it more! He made that **** you can see in the photo. he must have polished it to far. This needs to be fixed! Its an eyesore and its super noticeable! He said they will send someone else out to fix it. No one has called me or come out to fix this mess. They have done a s***** job since day one. People are always calling out sick at this company. No one is professional at all. So now , they made another issue that needs to be fixed! If they had done the job right the first time we would not be in this mess! So this is not resolved at all. Now they need to fix where ****** messed it up! Its a eyesore. ***** dollars and its still a major mess and headache! Photos dont lie! ****** knows he did this. He took photos of it as well. 

  Business response

  10/23/2023

  Coastal Flooring scheduled a service tech to go out to ************ and take care of any issues she had on October 20, 2023.  *********** called to thank us, and that she was so happy with the final results.  Coastal Flooring is completely finalized.  

  Customer response

  11/01/2023

  I am finally satisfied with them. They fixed it all. Thank you for your great help! I was in the hospital!  Spinal surgery. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase 2 slabs of granite. Finding out that the granite is poor quality finding out that the chronic was never sealed right theyve been here to our home 7 Times to try to make it right but it always comes back I have one marks I have raindrop marks. They come here and sand it down seal it but a week later comes back again this happened seven times good job was done very poorly. The granite was very expensive it cost us $4800 payment was made through my credit card I contacted **** on November 29, 2022 and explained the product was unsatisfactory they wanted to come back and try to fix it I wont have that done anymore enough is enough seven times failure to receive an appropriate response to the The problem has prompt me to write directly to the Better Business Bureau I would appreciate your assistance in resolving my complaint I would like the granite replaced but I wont buy it from them I am attaching copies of everything

  Business response

  01/12/2023

  Customer purchased stone from our company on Feb. 12, 2021.  Coastal Flooring offers a one (1) year warranty. During this time the customer called about some issues.  We have gone out for any repair, well beyond their warranty period, and each time the customers signs off stating they have looked over the work, and everything is satisfactory, even sometimes writing Good Job on our technicians paper work.  On November 23, 2022, the customer called again and we tried to schedule another workorder, but the customer refused, stating that they just want the countertop replaced.  This contract is well beyond their warranty, we have gone well beyond the contract and the warranty.  There is nothing else we can do if the customer refuses us to resolve the issues. Attached is all the signed paperwork from the customer:  The contract, The installation, The workorders,and Pictures of the completed job.

  Customer response

  01/12/2023

   
  Complaint: 18722104
  
  I am rejecting this response because:  its always the same problem.  Ring marks and raindrops.  They come sand it down. Sealer it leaving me a mess and and the same marking come back.  Its an on going thing.  Just wish the manager of coastal flooring (****************) would come here to my home to see it.  Maybe h*** understand   And we did not know anything about a 1 year warranty. Its not on the contract 
  
  Sincerely,
  
  ******************

  Business response

  01/14/2023

  On the contract that they signed which they have a copy of, on the backside #**c it states the 1-year warranty provision.  The customer came out to the showroom, selected that stone from our yard, we templated, fabricated to the template, and installed it.  It is the stone they selected, which is a natural stone, there is nothing we can change for the stone.

  Customer response

  01/17/2023

   
  Complaint: 18722104
  
  I am rejecting this response because: this is not granite stone. Would like to know the level quantity of the stone 
  
  Sincerely,
  
  ******************

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