ComplaintsforManasota Flooring, Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed on my new Medallion Home in **********, ******* in late October 2023. In November 2023, I input a warranty claim through Medallion Homes to fix/replace damaged kitchen cabinet doors. Medallion Homes uses Manasota Flooring *** as the contractor for all cabinets and forwarded the warranty claim for Manasota Flooring *** for completion. In late November 2023, representatives from Manasota come to my home and confirmed that new kitchen cabinet doors are needed and placed the order. Since then, multiple representatives from Manasota have contacted me with promises to complete the order and warranty repairs. The Medallion Homes warranty manager has also contacted Rich at Manasota to get the cabinet doors replaced. To date, Manasota has not been back to my house and has not fixed the warranty issues filed in November 2023. I attempt weekly phone calls and messages to Manasota, but receive no response.

  

  Business response

  05/29/2024

  *************************** mentioned he spoke with homeowner yesterday 5/28 and an appointment is set for June 6th to get resolved.

  Customer response

  06/03/2024

   
  Complaint: 21768325
  
  I am rejecting this response because: I will wait to ensure the business completes the work as promised.
  
  Sincerely,
  
  *******************************

  Customer response

  06/17/2024

  Manasota attempted to fix on June 6th but ordered the wrong pieces and couldn't complete the repair.  They returned June 12th and we're able to complete the repair.  This issue is now resolved.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The COREtec flooring I purchased on 6/22/21 and was installed a month later is bowing, buckling and coming apart at the seams. I want back to the store on 6/16/23 and talked to Bill the salesman there that day and explained what was happening and the first thing he said was did they put a moisture barrier down and I said no, he checked my order #***** and said you're correct no moisture barrier was installed. He told me the whole floor would need to be torn up and he would have someone come out and look at it. No one ever called or came out so, on 6/24/23 I want back to the store and talked to ***** that day and was told he could not do anything, so he gave me the name and direct phone number of the store manager **** ************ so on 6-26-23 I placed two phone calls to **** explaining my situation and have yet to hear from him. I checked the COREtec website, and they recommended a moisture barrier over a concrete floor, I also talked to an independent flooring installer from ***** working in my condo complex and he told me he always used a moisture barrier when installing COREtec flooring. I have done nothing wrong and it's obvious Manasota flooring is hoping I will just go away. It's their fault because they didn't install the flooring properly, I spent $7000.00 dollars on this flooring and it's a total mess.

  

  Business response

  07/06/2023

  I, ****, the retail manager have spoken with  ********************** and we are scheduled to inspect the flooring situation today to determine what is going on with the product wether it be a manufacturer issue or an installation deficiency. We will be working with ********************** to find a proper solution to the deficiency of the flooring. I also do apologize that the staff did not adequately address this concern in a timely manner. It will be used as a teaching moment internally. 

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer response

  08/04/2023

   
  Complaint: 20248253
  
  I am rejecting this response because:

  Manasota Flooring turned this complaint over to the warranty department of COREtec flooring a division of **** industries. On July 20 2023 ***** a flooring inspector hired by **** spent over two hours inspecting my flooring. She told me that since she was hired by **** she could not tell me anything about the flooring, but in two weeks I should contact Manasota and ask for the report, she also told me they don't have to give it to you. I was quite concerned about them not giving me the report so I hired ***************************** a certified flooring inspector and owner of Horizon Flooring Inspections in ********* ******* ************ to inspect my floor. I'm more than willing to share his report with anyone if I have an email address. On Friday July 28 2023 I contacted COREtec's warranty department and ask them about the report on my floor, I was told they couldn't tell me anything and I would have to contact Manasota. On Wednesday August 2 2023 I contacted Manasota and ask for the flooring report from COREtet and I have not received anything from Manasota. ********************** report shows beyond a shadow of doubt all of my flooring problem's are because of improper installation. His report shows the problems were caused by Manasota's installer's failing to level the concrete slab before they installed the flooring. At this point I'm tired of dealing with Manasota and the only thing I want is the $6981 dollars I paid for this worthless floor.
  
  Sincerely,
  
  *******************************

  Customer response

  09/22/2023

   
  Better Business Bureau:
  

  I was contacted by Manasota Flooring about *** third week of August informing me ***y were going to replace my whole floor at no cost to me. On August 29 four installers arrived at 10:00AM and worked until 8:00PM and finished *** who job. They did a lot of prep work, leveling *** floor  in certain areas and installing a moisture barrier. I'm totally satisfied with *** work ***y did. 
  

  Sincerely,
  

  
  *******************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HORRIBLE!!! Smug & Argumentative From Start to End! My elderly ********** went here to purchase flooring for her home. *************************** (salesman) argued immediately from the start on the transition strips we wanted to be used. I finally told him dont worry about it, I would install my own transition strips. After looking at the floor display, ********* was ordered. We also, ordered samples from the manufacturer and its a whitish gray Luxury Vinyl Plank. *** also pushed for quarter round but we wanted baseboards removed and reinstalled. The following morning at closer review he neglected to add baseboard on the work order. Called and corrected that immediately but he apparently never followed through because his installation crew was on camera stomping and breaking up the baseboards I had just freshly painted two coats! They then purchased new and did a HORRIFIC JOB on cutting and installing them! *** also said they wouldnt paint them even though I spent $$$ and just painted my destroyed boards! I told *** they all needed torn out and cut properly that it looked like a child did it and he sent a guy over with a huge **** gun thinking it could just be calked. After we argued again on the phone he got a installation supervisor to come in and that guy saw the horrific job and they corrected it finally,but only after *** put up yet another argument fight with us. The floor he ordered and inspected wasnt the same color as his floor display, Manufacturers samples sent or online photos. It was a ugly Greenish / Yellow color like the vinyl flooring was stored in a hot warehouse and effected the color. I went in and *** argued immediately that plank to plank will have color variations after a drawn out debate he finally agreed hesitantly to come out and see it. After seeing it in person he argued its normal color variation from the manufacturer. I then emailed photos and asked him to send to the manufacturer. A follow up call latter I asked if he did that and he said NO and after again arguing he shouted IT IS CLOSE ENOUGH! he obviously was more concerned about protecting his commission sale than being an advocate for his client. He finally agreed then to put a claim in with his ********* surprisingly after his call to the rep. which Im sure he didnt give his biased opinion ITS CLOSE ENOUGH Lol. the rep. DENIED the claim. Installers also put black hand prints on our white sofa and damaged the walls. Also, they put the same image replete planks right next to each other in many places. Three planks have a permanent shadow image visible in them that you cant wash off. After *** got the Claim Denial from HF he wanted FULL PAYMENT even though we had to paint the damaged walls $$$ and ALL the issues we had with this install. We asked at least remove the charge for Baseboards and he said he wouldnt discount ANYTHING. So in conclusion we were sold a white / gray floor but got Greenish Yellow *************** messed up from installers including sofa cleaning $$$ and still had to pay full price. Unbelievable! The most argumentative sales experience weve ever had from start to finish! An adjustment to the bill is the ethical thing to do at the bare minimum! Never was told our floor could be a totally different color and salesman acted like this is very common! Sham on him!

  

  Business response

  07/06/2023

  I have attempted to contact the customer on the number provided multiple times. Please reach out so that we can attempt to ratify your situation. 

  Customer response

  07/10/2023

   
  Complaint: 20171619
  
  I am rejecting this response because:
  We requested the charge of baseboards be removed from *** who said were not discounting anything if the store would do the right thing and credit back that fee or mail a check to our address they have on file and the floor was installed we would then accept this as resolved.  After the photos of sofa damage and needing professional cleaning, walls damaged more than simply touch up and needing repair and painting not to mention the long list of numerous other issues with this install it is more than fair to request baseboard fee credit back.  Friday May 19 at 8:05 a.m. email subject: baseboards was sent to salesman (***) requesting and I quote I AM ALSO REQUESTING YOU ESCALATE THIS TO YOUR CORPORATE OFFICE FOR REVIEW OF OUR ENTIRE EXPERIENCE  *** should provided them with photos and all the email documentation of this horrific install. We will keep an eye out for the billing adjustment requested but wont hold our hopes up with this company!
  Sincerely,
  
  ***** & ***************************

  

  Business response

  07/12/2023

  Good afternoon. I have authorized a refund in the amount of $700 as an accommodation. The total for the baseboard work was ******. It's unfortunate that I was not able to reach you after multiple attempts, but this amount will be credited back to your card used for payment and should satisfy your request. I wish I had known about this issue sooner and could have handled this with much less stress to everyone involved but we will use this as a learning moment and better ourselves from it. I strive for all of our customers to have a pleasant construction process and apologize that we did not provide this to you. This has been addressed internally and thank you from Manasota flooring. 

  Customer response

  07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I also wish our salesman (***) had communicated as we requested for him to escalate this to his corporate office in our past emails.  I hope he has turned over all email correspondence as it goes in great detail all the issues experienced. I also hope they as a company educate their customers that it is well known to them the floor color cant be guaranteed and may differ in color than samples. In our case it has a totally different hue (yellow,*********************** instead of ****** whites) as the sample was and even the manufacturer mailed samples or online photos which look nothing like the actual color) 
  
  Sincerely,
  
  ***** & ***************************

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Luxury Vinyl flooring in 2013. I paid approximately $4250 for 942 sf cash and carry. This product came with a highly touted "Life time Warranty" at time of purchase. The product has displayed signs of lifting and bowing. I spoke directly, and in person with management in January 2023 at the ********* location. Approximately 2 weeks later they sent an employee to my home to document the issue. Towards the end of February I began inquiring as to the status of my claim. It took several phone calls and working my way up the management ladder to get an answer from the General Manager, in mid-March. He informed me, since Manasota Flooring did not do the install, I would need to take my issue to their Distributor. After I sent another email to the ** explaining I had no relationship with their distributor, I received a form letter, unsigned from the distributor stating they no longer had a relationship with the manufacturer, and the Manufacturer (GTP ************** ***** had gone out of business. The claim was "closed". Manasota Flooring has offered to replace the flooring at a reduced price. I do not believe a reputable Company representing a "Life Time Warranted" product should ask their customer to follow up with their distributor, or offer an unsigned letter of explanation. My $4250 investment is failing, Manasota Flooring is not standing behind the sale, and wants me to spend more money to make the situation right.

  

  Business response

  04/19/2023

  This response was taken verbally by BBB:

  We are not the manufacturer and we do not provide the warranty. We are just the seller. The manufacturer the customer purchased his floors from is unfortunately out of business so there is no lifetime warranty to enforce.

  Customer response

  04/22/2023

   
  Complaint: 19900240
  As Manasota Flooring claims to be a "family owned and operated business with over 40 years of flooring experience and expertise", which states on their website, " We treat our customers as our number 1 priority.", it is sad and disappointing to see that after their sales pitch of "Lifetime Warranty", they so quickly leave their customers with nothing more than failed product. The speed with which they have accepted no responsibility for the product they were so proud to sell, is certainty in vivid contrast to the months of phone calls and runarounds I received in trying to get them to respond to this issue. The failed product manufacturer has gone out of business.  This unfortunately gives Manasota Flooring an easy out. I can imagine other local family owned businesses  choosing to accept some responsibility for promoting and selling a product which did not live up to their claims. A more reputable Company perhaps would stand by their customer and not simply hang their hat on the failure of a manufacturer which a one time they so highly touted.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In Aug of 2022, my wife and I selected floor tile from the Manasota Flooring ****** location. At the time, the need for a sound deadening layer was discussed. We came to terms on cost per sq ft pricing. The installation included a section of existing tiles that was to be removed. Shortly thereafter, measurements were taken and after discussions with sales, additional area was added that also included existing tile that was to be removed. The job cost was adjusted and installation began on the week Sept 12th, 2022. During the removal of the existing tile, the installer was able to save the existing sound deadening layer, eliminating the need for the cost of labor and material for the entire square footage of existing tile. The area was significant - Despite a request for the updated detailed information I do not have the actual measure square footage, but it is approx 580 Sq ft.Following the work completion, without notice the balance of the entire estimate was charged to our card on file. Shortly after the charge, an email was written asking for an itemized bill as well as a refund for the sound deadening material and installation that was quoted but not needed. We mentioned that no scrap material came into play as the installer went to ********** and purchased the material he needed for the entire job, following the removal of existing tile and knowing that existing matting did not need replacement. That email, sent to the same salesman's address which had been used for prior exchanges, went unanswered. A follow-up request sent 1/6/2023 also went answered. A 3rd request was sent on 1/25/2023. That email included what was supplied as a Manager's email address (I did not receive a bounce back - I believe that address was correct but I can't confirm). In the final email, I mentioned that this would be the final attempt and that a complaint with the BBB would be filed unless a response was received. Unfortunately, that email request was also unanswered.

  

  Business response

  02/21/2023

  My name is ***************************** and I am the retail sales manager at Manasota Flooring. I sincerely apologize for your experience as it is certainly not what I would wish for our guests to endure. I have researched your issue and you are correct. I have taken action to have the invoices adjusted and you will be receiving your proper refund shortly. I'm not sure of what contact information you were given for me but it must have been miscommunicated because I don't have any emails. 

  Please know that I strive for our guests to be treated as well as our staff would like to be treated themselves and in this instance we clearly have failed. I left you a voice mail this evening with my email and phone number as I would like to have the correspondence you mentioned in my possession when the staff member and myself have a learning opportunity meeting. 

   

  Again I apologize that we made you feel as if your voice was isn't as important as it is and I will right this situation for you. 

   

  ************************;

  Retail Sales Manager

  Customer response

  03/07/2023

   
  Complaint: 18949174
  
  I am rejecting this response because:

  The business contacted me via phone (left a message) on Tuesday February 21^st, and the Retail Manager took full responsibility for the oversight He was quite apologetic and I appreciated the transparency. We connected via email on Feb 22^nd. The refund amount in the offer was for approximately $600. I contacted the Retail Manager via email the following day (on 2/23) and stated that the refund should be far more than $600. The material charges alone were over $3 sqft and the total area was around 580 sqft. On Feb 24^th, I received a response that there was confusion over what had actually been refunded. I believe that the refund estimate of $600 must have only been for the labor. The actual response was this Hello ***. I did not realize that the materials had no already been refunded. I will get that processed". To date, no refund has been received and a March 6^th email asking for status has not been replied to yet.
  Sincerely,
  
  *******************

  Customer response

  03/30/2023

  This response was provided verbally to BBB:

  I received a full refund from the business.  Thank you!

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/1/2022 Manasota Flooring removed our old carpet and installed new carpet in part of our home. Their installers stated that part of the roll of carpet was defective and that they could not properly install the carpet in our living room or dining room. The manufacturer wants to inspect the bad carpet before agreeing to replace it. Nothing happened for two weeks then after we complained the manufacturer stated that they would send an inspector on Sept 12th - almost a full month away. In the mean time, we live life with loose, unsafe carpet.

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/17) */ As there are policies in place from any manufacture if there are defects, that inspections need to take place which is a common business practice. Understanding that things takes longer to be done in these times which are very frustrating for all, and completely know this is not the fault of consumer and we apologize. We started this claim with the manufacture on 8/4/2022 and have been working with them since then. I know inspector reached out first available for inspection on 9/13 then moved it up to 8/29. Solution: We will be at customer home tomorrow to seam the carpet together. We have already ordered replacement material for the room effected, and as soon as we receive the material will call and schedule for the replacing of carpeting. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have promised to resolve the issue but we won't know whether the issue is resolved until the carpeting is received and installed. Please keep our complaint active until then. Business Response /* (4000, 9, 2022/08/24) */ We went to home on 8-18 to attach seams per the last request, home owner denied us doing so and mentioned would wait for replacement to come in. New material has arrived today, and homeowner has been contacted and is on schedule for Monday the 29th. Thank you Consumer Response /* (4200, 11, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) One statement above is untrue. Peter arrived and had been told that he was there to "finish the job" (install the faulty carpeting??). We did not deny him doing anything except we did not allow him to "finish the job" of installing the existing carpeting. He was by himself and to do anything would have required him to move heavy furniture. We have been notified that the carpeting is to be installed Monday. We have been told that the installer who began the job would finish it. I have sent a text indicating that we wanted that to happen and that we would be willing to reschedule the install date if we need to in order to have the job completed by Jose who installed the rest of the house. Please keep our file open until the new carpet is installed. Business Response /* (4000, 13, 2022/08/25) */ From the original statement of the complaint, last sentence states"unsafe carpet" is the reason we was going finish the defective carpet on 8/18. The installer was more than capable of finishing it other than moving furniture we would have left as is until new carpet came in. In regards to the installer we can only do our best for a specific installer and no guarantees as their maybe different variables involved. We have other qualified installers to replace the carpet and get your project completed faster and get you home back to a safe environment along with your life style back to normal. Consumer Response /* (2000, 15, 2022/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2021 we contracted with Manasota Flooring for tiles to be removed and new flooring to be installed. After many, many callbacks over several weeks, with very poor installers, the job was completed. Walking on the flooring we could feel movement. Now the flooring, apparently not level, has caused the flooring to split in a few areas. We have called the sales rep, Larry G., starting on Aril 12, 2022, to have the flooring fixed. He will not give us the information for the manager/owner. Again this morning I called and left another message to Larry. We have spent many thousands of dollars on flooring yet we cannot get Manasoto Flooring to respond to our complaints ***** and ***** ******

  

  Business response

  06/17/2022

  Business Response /* (1000, 10, 2022/06/03) */ Our field supervisor has inspected the job and ordered the material needed to make the repair and complete the job properly. Steps have been taken to handle such situations more promptly and with better communication with our customers. The customer is currently out of town and the repairs will be completed upon their return.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 6, 2022 Manasota Flooring's demo guy took out a bathtub and removed tile around it. He also removed tile in the master shower. Extensive damage occurred to master shower walls and the coriander that holds shower glass above the knee wall and to the mirror frame. When the installer started the bullnose in the master, it was gray not white like the shower tile. He said he was hired to do the job with the materials given to him and continued installation. He refused to wait for another corian rail or bullnose. When he completed the floor tile, it was gray and white in both bathrooms not white as ordered. Both floors have chips. Repeated calls to the salesman during all this resulted in no contact aside from an email saying bullnose was ordered and everything had been referred to supervisors. Then he said he was sick with COVID. Today is Feb. 2nd. We have no use of the master shower. The store supervisor visited the 25 and said materials would be in by the 28th but he was off that day and would come the 31st. He did not show or call. I have left repeated messages and text messages and spoken with anyone answering the phone at the Venice store or the Sarasota number. No response. He is busy, not there, or an hour ago on another line. I need help and do not know what to do. Another salesman said not to come to the store for alternate flooring because it may have been ordered. We have family coming soon and I am extremely upset about this service. The installer had a personal crisis and the salesman apparently guit last Friday. Any help resolving this issue is appreciated.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/08) */ We have made an appointment with client to show other products to better match color from the original selection that was chosen. Consumer Response /* (3000, 7, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been notified about this appointment. Perhaps the response should say they will make an appointment. I went to the store February 5th without an appointment and chose an alternate floor with a pattern to eliminate the color match issue. I have located and purchased 2 6' pieces of white corian they could not get and notified the salesman. I agreed to skipping bullnose, fabricating it from the wall tile, using sluder. I am waiting for additional wall tile but have enough leftover tile to do the area above the corian enabling us to get the glass put back and use the shower. I need that installation appointment. Business Response /* (4000, 9, 2022/02/11) */ I know Tom has communicated with you at the store and was happy he gave you suggestions for not using the bullnose as White colors are challenging as their are many shades of white along with other colors have the same situation. We will make sure we get the white corian on schedule so you glass enclosure can be put together. Consumer Response /* (4200, 11, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Corian is NOT the problem. Even the floors are not an immediate problem. Tom told me he could not get 6' of it. I notified Tom last Monday, February 7th, that I LOCATED the corian at another tile company and purchased 2 6' lengths the same day, paid for them, and HAVE THEM at my home. The glass door company would not send someone to measure for the shower door until the sill could be included. That appointment is February 15th. I need the sill installed so the door goes in when it is fabricated. I need my master bath sill and bullnose to get my shower glass above the knee wall so it is usable. This issue has me backed up against 4 children and 6 grandchildren for Spring Break in March and 2 more in April from a January 6th start date. We leave for PA after Easter for a wedding and won't return until October. This install needs done next week. Business Response /* (4000, 13, 2022/02/18) */ We will get the sills taken care of next week. I will get with Tom on the bullnose to see if they have come in. Materials are continuing not to come in on timely manner, but will do our best! Consumer Response /* (4200, 15, 2022/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The responder needs to read the complaint. I obtained the sills when Manasota Flooring could not. They have been installed. I requested an installer to come and remove the incorrect color of tile, then use the actual wall tile I have left from the shower, cut it, and using sluder, create bullnose and grout it. Apparently they do it all the time. If this gets done, I can get the glass put at the knee wall and use the shower. This whole thing about waiting for bullnose is a moot point. I have seen two orders of it and know it won't match. Using the tile setting in the garage could have been done 4 weeks ago. Instead I spent 2 days last weekend hospitalized with high blood pressure. The floors are not the problem. They can be changed later. Keeping water in the shower, which requires glass at the knee wall is. Update: An outstanding installer arrived an in 2 hours did EXACTLY what I requested. I called the glass company today. We are making progress. Consumer Response /* (3000, 19, 2022/03/12) */ I called this morning and was informed the replacement tile Tom from Manasota Flooring and I chose to avoid current dye lot/matching problems arrived in the warehouse. I told him I was available immediately for the installer. He said they are 3-4 weeks out on installation. I asked why my job begun January 6th did not take precedence. I was told as far as he was concerned, the job was COMPLETED as I have a floor. It is NOT what I ordered. I have reported all the issues along with pictures and have waited 2 months to be told the job is COMPLETE? Can you send me the name of a consumer advocate group in Englewood who can help? My neighbor is suggesting the Boca Royale website and other social media plus a consumer advocate lawyer. Do you have other advice? Business Response /* (4000, 21, 2022/03/14) */ Good afternoon. We are working on trying to get this done this week after we can confirm with one of our subcontractors, we will contact you on an exact date. Thank you Consumer Response /* (2000, 23, 2022/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The floors were installed yesterday. Thank you for your help in resolving this issue.

• Initial Complaint

  12/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired them to install pavers over our existing concrete by the pool. They came out and assessed the project area and went over desired outcome with my husband. The first red flag was when the pallets of pavers were delivered without them making us aware (we were actually out of town). The pavers sat in our driveway for one week before the project even got started. We were told it would take maybe a few days to a week to complete. It took 5 1/2 weeks and us constantly calling/texting/emailing asking where the crew was. Crew 1 said they couldn't do the cuts by the spa and would send a specialist. He never showed up. Asked for new crew. That crew did finish the job, but the quality is horrible. Completely different color grout, cuts that don't line up, huge grout lines, and weird little slivers in random places. I called the day before the job was completed and spoke with the Division Manager (Pat) and he was not helpful nor did he show any empathy for our situation or the fact that we're we're not happy with our experience. No one has called to ask how the job turned out or if we are satisfied. All they did was send a bill. We are going to have to hire another company and pay more money to have this fixed. We're so frustrated and I don't want anyone else to have this same experience. We also do not want to pay the final bill or need them to adjust it since we have to get it fixed.

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/08) */ I am very sorry for the way you feel you were treated on your home paver project. we are a customer oriented company that will be more then willing to correct any outstanding issues on your project. I spoke with you the day before my crew came out to do the final work and punch out of the pool deck and coping. I apologize if i misunderstood how we ended the conversation, i assumed you would contact my salesrep if there was any additional work or issues. I would like to send my lead super to your house and have him personally handle the completion and corrections. As far as the delays, i sincerely apologize for that also, todays environment is one of delay after delay, weather its trucking, labor, materials ect. It is very frustating. thank you for your consideration.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new home with Casa Fresca on 05/01/2020 who contracted Manasota Flooring to install the Luxury vinyl flooring in the kitchen and bathrooms. The flooring in the kitchen is coming up. I have called for the last 2 weeks without any communication from the company. I get transferred to a phone number that no one answers nor do they return calls. I am inquiring about the warranty on the workmanship as Casa Fresca states they have nothing to do with the warranty after 1 year and I was instructed to cal Manasota Flooring. I am asking that someone contacts me and fix my floor.

  

  Business response

  09/27/2021

  Business Response /* (1000, 7, 2021/08/27) */ We made an appointment with home owner and we will be repairing a few boards that are peaked up, no reasonable conclusion as to why and will be doing this as a home owner accommodation. Thank you Consumer Response /* (3000, 9, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Work incomplete and they used my extra flooring as they said they didn't have access to the flooring. I was not gone at the time of the repair, but my spouse was and is visually impaired so he depended on the flooring company employees to do the work properly. I would like this matter to be corrected and replace my extra flooring that was used. My prefer is that I am called and sent pictures if they come out when I'm not gone to ensure repairs are complete. Business Response /* (4000, 11, 2021/09/09) */ We called and set up an appointment for September 3rd in the afternoon. Two technicians replaced several boards in two different areas. They did bring 2 boxes of material with them, and did have to use one box that home owner had. It was communicated to home owner that we would replace that 1 box when we receive it after ordering. We have a signature of completion of repair by home owner on file. We will call and schedule delivery of the one box. After delivery this will conclude the issue.

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