ComplaintsforTampa Quality Flooring Inc

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last summer we replaced all floors - kitchen, living room and dining room. We bought Titan flooring which was supposed to be the best and most durable. During the installation we noticed that the installer did not level the concrete floor, did not place a moisture barrier on the floor and did not take moisture readings beforehand. About 5 months ago, we noticed the floor curo on all edges, many soft spots have developed where the floor is not level and cracking of the floor. I knew it needed leveling and a barrier because we had a family room installed by a different installed and it has lasted 10 years so far. I called Mr. *******. He called the manufacturer and both came to evaluate the situation. Brandon Blake the floor supplier used a level to show how uneven the floor was. The floor is all connected so that the whole floor will continually worsen. I also called in rep. From a flooring company to evaluate the floor. He also told me that the concrete should have been prepared and leveled and a moisture barrier is required for all floors even though the Titan tiles have one. Mr. ******* will not replace all floors. He will not accept the responsibility for the improper installation of the flooring. He tried to say that the flooring was defective. The rep. from the company I called in buys floors from Brandon Blake and said it was not the tiles. He also wanted us to partially pay to replace the floor. We explained that we paid him for the flooring and it was his responsibility to install it properly. We paid for installation. We would like the floor replaced installed properly or the 8 thousand refunded so that we can replace it. **** also said he would call an inspector and that we would have to live with a concrete floor for a while until he could decide on what to do. That has not happened and he is not responding to my texts.

  Business response

  10/28/2022

  Dear, Mr and *********************, and **************,

   First, I would like to begin with saying Thank you for taking the time out of your day to share your feedback with us. 

  We are truly disappointed to hear about your experience with our company. We absolutely agree with you about the flooring problems (the "Flooring Buckling")

  We strive for 100% satisfaction with each and every customer as our name describes "**********************". Along with our 5 Star reviews on ****** to prove otherwise. We Pride ourselves on having excellent service and the best customer service in the industry. We will use your experience for training purposes moving forward. We will personally share your feedback with our team and ensure that all appropriate actions are taken to prevent similar situations from happening in the future. Before we begin, I would like to address that to our knowledge, we have not received any emails from ********************* or The BBB. 

  When we first started the project, we began to guide you with everything we could as we provide product and instillation services. We always recommend Moisture Barriers for all of our flooring projects due to the ******* weather for all Tile Vinyl, Carpet or wood floors. But of course, the Proper and correct way is going to be more expensive because of the longer labor and time spent. After advising ******************* he rejected the moisture barrier and complete floor leveling due to budgeting reasons proven in the invoice. We did not charge for any moisture barrier or floor leveling. However, our customers satisfaction is very important to us. Even so when after we finished the installation of the living room, they called us after 6 months to start with another project on the master bedroom. That was when we became aware of the "Floor Buckling". We stopped installation of the master bedroom and we then got in contact with the representative of ***************: *************************. During the flooring inspection he had mentioned multiple times that he would find a solution for the customer and that he would get back to us after speaking with his manager. After the appointment ******************** had reached out to us to let us know that ************** the *************** representative  would not respond to the clients after multiple attempts. After this news we got in touch with ************** and he then informed us that they would not be responsible for the problems because this was their "Star Product" and they had never had any prior complaints. He offered a discount of 30 cents for each square foot, and he suggested replacing SOME of the back boards. For us that wasn't correct or enough, so we verbally offered the clients the following services

  1. Removal of the existing baseboards
  2. Removal of all existing "Buckling Floor"
  3. Finding the problem that caused the "Buckling Floor"
  4. Instillation of New Flooring payed by us 
  5. Install the baseboard back in place

           All payed by our company. Even though the correct way would be Suncoast paying for the materials and us for the installation. The only thing we are asking of the clients would be to pay for the cost of the flooring leveling and the moisture barrier. ********************* did not want to accept our terms. We want to complete the project the correct way, in order to complete this project that is what we suggest. The prior steps listed above. As well as the most important part, LEVELING THE SUBFLOOR, APPLY 2 COATS OF MOISTURE BARRIER AND INSTALL FLOOR AROUND THE CABINETS.  The last suggestion about the Luxury Vinyl Floor would be not to install cabinets above the flooring because these heavy items can cause buckling on the floor. 

  Once again, we would like to apologize for the inconvenience. We will take all the proper actions to hopefully solve this problem at any given time and as well to prevent any future problems as well. 

  Customer response

  10/31/2022

   
  Complaint: 17829594
  
  I am rejecting this response because:

  First, all of this is not true. We would never reject the leveling and barrier because we had a floor nstalled in the family room by a different installer and he leveled through floor first then put in a moisture barrier. ****************** saw the moisture barrier when he installed the kitchen floor.
  Secondly, we were never advised about not putting cabinets on the flooring. If he knew that, he should not have put floor down where cabinets were to be placed. We trusted he knew what he was doing. We were never told anything of by he sort.
  As a matter of fact, my husband kept asking about the moisture barrier because we knew it needed it. I kept telling him the floor needed to beblevelef
  
  When we hired him to put the floor in, we went by his professional judgement. We were never questioned about what we wanted. On the contrary, we questioned why he wasn't leveling or putting in a moisture barrier. He kept telling us it was not needed. The supplier of the floor, ************************* came in to evaluate and help resolve the issue.
  He tried to blame him for defective product. ************** also asked him if he leveled or took moisture readings, he did not.
  ************** can attest that he is not being truthful. 
  As an installer, he should have done what was bright from the beginning. He is trying to cover himself by lying.
  
  Sincerely,
  
  *****************************

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