ComplaintsforFloor Coverings International Northeast Atlanta

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company installed a wood floor in our kitchen. Within three months we informed the owner that the product was unsatisfactory. The surface was so soft that it was getting dents in it in many places. The owner came out and looked at the floor and agreed that there was a problem and said she would ask ******, the manufacturer to replace it. After months she came back and said ****** rejected her request. I stated to her that I wanted her to return my money or replace the floor because I paid her, not Mohawk. She stated she would go back to Mohawk and get them to test the wood on the floor. Again, after months she came back and said they refused. Again I stated I wanted my money back or a new floor. She stated she would ask Mohawk to replace the floor. I have not hear anything since then. The floor was installed on July 28, 2021 but I have been going back and forth with this owner who claimed to be dealing with Mohawk since three months after it was installed. I have an email that she sent me that says she will replace the floor if I am not satisfied with it but not she refuses. She says that she is not responsible for the quality of the product she sells, which I find to be a somewhat ridiculous statement. I know the origin of this goes back past 12 months but this has been a continuous issue where this owner has been stringing us along with false promises this entire time.

  

  Business response

  09/27/2022

  I apologize for not having ******'s response by the time you filed this complaint.  As mentioned several times, you wanted me to order a specific engineered hardwood to match your existing hardwood in the living room.  Since you provided me with the Item #, i ordered the exact product and installed for you.  You've complained that the hardwood is softer than what you already have so i submitted a claim twice. The first time, i've asked the claim department to provide a credit but they declined stating that the customer dropped a plastic cup on the hardwood, which resulted in the dents.  Since customer dropped items on the ******************** and made the dents, I reopened the claim asking Mohawk claim **** to do a Janka test to see if the hardness of hardwood was the same as the existing hardwood but they declined again.  My sales rep got changed so i'm providing the new sales rep with all of the background information so she can open up the claim again.  Unfortunately, since she's new, she said she has to reopen and investigate the claim again and she will need to discuss with her boss.  I'm so sorry that you were not satisfied with the new hardwood but I did not manufacture the material so I cannot give you a full refund.  I've offered to provide a refund of $500 for the product but you did not accept that amount so i'm trying to get you credit for LVP or another product.  However, because I have a new sales rep, I have to wait for her to look into this and get back to me.  I did everything I can to help you and i'm still trying but I cannot simply provide a refund because Manufacturer needs to back up the warranty information.  I really hope my new sales rep will get back to me with a fair resolution.

  Customer response

  09/29/2022

   
  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 for now, based on the promise that a resolution is still being sought by the owner.  If however a satisfactory resolution is not put forth quickly then I will be forced to file an additional complaint.  I want it noted that we are still dealing with the glue that will not come off the wood floor.  We have tried numerous products and it still will not come off.  This is the same issue that was noted by the owner when she inspected the floor.  Additionally, there are far more dents in the floor than where the cup was dropped.  The owner observed these upon inspection and is aware of this.  I hope this was relayed to Mohawk.
  
  Sincerely,
  
  ***********************

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