ComplaintsforBest Flooring of Tampa Bay, Inc.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 27 Jul 21, we contracted with Best Flooring - Tampa (Wesley Chapel, FL 33544 - ************) in Tampa to remove the enzyme hardwood and carpet in our home located at **** **** ****** **** ***** ** XXXXX and install luxury vinyl plank we purchased from Floor & Décor, which was recommended by Best Flooring - Tampa. The cost for the floors was &8892.94. The total cost for installation was $9,650.70. On 05 Aug 21, they began the removal of the luxury vinyl plank and carpet in our house. Damage was noticed, to include scarring on most of the recently painted walls, two holes in the walls, several floor boards with nicks, nicks in three of the kitchen cabinets, and damage to the front door and the stucco column. The last of the installation was complete on 06 Sep 22. After the installation of the floors, we immediately noticed issues with the installation. We were told by Best Flooring - Tampa that there were some issue with the flooring product but they would be able to fix the issues with the floors. During installation of the upstairs bathroom, irregularities were immediately reported to the installers. We notified Best Flooring - Tampa and they indicated they would come by to fix the areas we noticed. They came back on several occasions to "fix" areas identified but the result of their "fixing" was that same result. Best Flooring - Tampa instructed us to contact Floor and Décor to file a claim as they believed there were issues with the product. We contacted Floor and Décor and they said to make a determination on the product quality, we would need to hire an independent flooring expert. We hired Certified Flooring Inspection and their report is included in the supporting documents. After the "final corrective action" was taken, we indicated we wanted the entire project re-done to include the product and the installer. Arthur, indicated they would re-install the floors but we would have to supply the actual vinyl plank, e.g., they would not pay for it.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/25) */ Vinyl flooring comes in tiles and sheets and works great on uneven floors. What's more, you can easily install a vinyl plank over the uneven surface. However, you need to make sure that the subfloor is smooth prior to installation. Besides vinyl, other flooring options for uneven floors are linoleum, carpet, and hardwood floors. We perform the hardwood and tile removal on mr ***** home and all the damage that may happened were explained and written on her estimate prior the work begin. After the removal we evaluated the subfloor and consumer was present the entire time when the installers explained the possibilities to make it better. not 100 % because of the current conditions. The Level was performed with cement and also a skin coat was done after to make sure everything was smooth prior the install. We have everything documented with pic and videos. After starting the install we indicate to mr ***** wife that was present the entire install and removal, that the vinyl plank she purchased had a defect on edges and she should take it back to Floor & Decor and exchanged for another material. The consumer decided to proceed with the same material. After install was completed we recommended the consumer to change a couple toilet flange because were broken. consumer also decided not to call a plumber and having the toilet reset by us. about a month after the vinyl plank install we went back to install consumer staircase and we evaluated the install and a couple areas she told us we're going down a little. As we explained at the time this is a Floating Floor. not a glue down floor but we tried to make those areas better for her anyway. Consumer have a wood subfloor on the second floor were she also complained having the same feeling and we also try to make that areas better for her. We have document every step of the removal, leveling, skin coat and install with pic and Videos. Consumer Response /* (3000, 7, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Best Flooring is unacceptable. The installer did not tell us during installation that the flooring was defective. They only said that after we pointed out numerous deficiencies after the floor was installed. After they indicated that the flooring material was defective, we called Floor and Decor who said to hire a independent floor inspector to determine if there was a product defect or an installation defect. The independent flooring inspector indicated, in the report that we attached in the original complaint, that Best Flooring did not conduct the appropriate pre-installation measures and the installation was outside of industry standards. The inspector indicated that we would experience additional issues with our floor over time. Since the complete installation, the floors continue to crack,buckle, and are uneven in every room in our house. As the inspector indicated in his report, the only way to fix the floors is to uninstall them, take the appropriate pre-installation measures, and reinstall with new vinyl plank. As for the toilets, prior to the installers taking off the toilets to install the flooring, the toilets did not move. After the installers replaced the toilets, they were unstable. Because of the issues with the flooring around the toilets, the installers again removed the toilets and they again were unstable and leaking upstairs resulting in the water stain downstairs. The plumber we hired for $2000 indicated that if there were no issues with the toilets prior to the installation, the floor installers were likely responsible for the broken flanges. If Best Flooring wants to say they were not responsible for the toilets, I have a text message after the leak incident indicating they would come over the next day and help us re-install the toilets. We have provided the BBB with the inspection report and receipts and if requested, pictures and text messages to demonstrate the problems we have had with Best Flooring throughout this experience.

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