ComplaintsforSuperior Corporation of Illinois

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had new flooring installed on our 2nd level on 6-10-24. The installers were 4 hours late to the job site. After ripping out my existing flooring, I was told they would need to level a portion of the floor. The cost of leveling my floors was $5137.50 which I have been told is outrageous. When I asked for an itemization of where the money was being spent, Superior Flooring told me the installers used their materials and they could not give me an itemization of what the money was spent on. I was told that the price is a blanket price for customized leveling of any floor, there is no hourly labor charge. Superior Flooring also told me that the installers leveled more than 900 square feet in my home which is IMPOSSIBLE since there was flooring ordered for ****** square feet and not all of it was used. I returned 3 full boxes to ********** and still have half an opened box. They installed less than ****** square feet of flooring and only leveled approximately 1/3 of the upstairs. I Looked up and priced the most expensive materials on Home Depots website:11 sheets of plywood $14.98 ea = $164.78 (installer installed and supplied) - pricing?Grinded and sanded down plywood seams - pricing?2 primers - (most expensive 5 Gal.) $98.00ea = $196.00 10 foams (most expensive spray) $9.97 ea = $99.70 About 5-6 bags self leveler $33.75 ea = $202.50 For a total of $662.98 Even assuming the 3 hours it took him to level and sand the floors was a labor cost of $1000.00, the leveling couldnt be more than around $2000.00 TOTAL. The installers were also supposed to cover any nail holes in the baseboards they re-installed and they didn't. *********************** at ********** claims we received a 5% discount on the leveling and the job was done at COST. Still no breakdown exactly of what the materials and labor costs were. None of what we have been told by anyone at ********** or Superior Flooring adds up or makes sense. I feel as if I have been price gouged by both companies.

  

  Business response

  07/16/2024

  This floor was 3/4 of an inch out of flat not ideal for the type of flooring the customer selected. Average home is between 5/16 of an inch to 1/2 inch out of flat. Customer insisted on getting this floor installed and we give them options. The price that ********** give this customer is from ********** not from **********************. This customer did not pay ********************** for the labor, customer paid ********** and ********** paid Superior. There is a cost and there is retail for everything that we buy everyday. ********** charges their customers accordingly and ********************** has no control over that. The ********** is large home improvement company and has never turn away any customer for any claims/problems due to defective product or a bad installation. With the ********** you pay for professional experience and good products. There is no doubt that maybe some other contractor could have done this job for less and possibly cutting corners to fit the customer budget, unfortunately we can not do that. Because we want to make sure your flooring will last as expected and have your full warranty.  The following is a list of materials were used:

  11 sheets of plywood, we don't use particle board or any other low quality wood. We need to make sure everything is higher quality as possible in order to maintain the warranty and manufacturer specs. We also used 6 bags of leveling and sand down many areas of the floor to make this flat to meet the manufacturer specs. There was other things used like primer and silicone to cover voids and preventing floor leveling going in vents or under walls. Overall what the customer paid was not just for the materials. Customer paid for materials, lots of labor and experience. 

   

  Customer response

  07/17/2024

   
  Complaint: 21938538
  
  I am rejecting this response because:
  Home Depot informs me that the pricing came from Superior Flooring and that we were charged for the materials at COST and given a 5% discount on the labor.  *************** wants to take responsibility for what I was billed.  Someone should be able to tell me the cost associated with the materials used and the hourly cost of the 3 hours of labor for the ONE person who did the leveling.  If I look at the cost at ********** for the materials they say were used the breakdown is as follows:

   

  11 sheets of plywood $14.98 ea = $164.78
  (installer installed and supplied) - pricing?
  Grinded and sanded down plywood seams - pricing?
  2 primers - (most expensive 5 Gal.) $98.00ea = $196.00
  10 foams (most expensive spray) $9.97 ea = $99.70
  6 bags self leveler $33.75 ea = $202.50
  For a total of $ 662.98

  Add in the removal of baseboards and reinstall after leveling = $337.50

  The total cost is $1000.48.  If I received the materials at COST, then the total is even less.  It took the man about 3 hours to level and sand the floors, so then the company is charging $4137.02 for labor, which is about $1300.00 per hour!?  This doesn't even make sense.

  

  Business response

  07/29/2024

  Hi, 

  Customer paid ********** not **********************. In any case customer will need to go through ********** not Superior for any kind of credit. Normally there is an estimate/quote giving to the customer. Whether the customer decides to move forward or opt out is totally up to the customer. If customer decides to move forward we will proceed with the project. Other customers sometimes wait a week or two to compare pricing which is totally ok, we don't mind. In this case we were told to proceed forward and thats what we did. There is no way the customer can have a full refund for materials and work already done. Also, i will like to know where the pricing for the plywood came from? i have not seen plywood for $14.98 a sheet in decades. the cheapest sheet of plywood is $45.00. Please understand that there is a cost for materials and cost for labor not just cost for materials. There is a lot of labor involved in to every job, and that is backed by ************** warranty. You are not buying form any random contractor that *** do shortcuts to save money, causing flooring to fail and contractor disappearing. We have seen this all the time. ********** will not turn their backs for any manufacturer problems or installation problems. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally filed a complaint with BBB on 5/21/2022. At that time, we thought this issue was going to be resolved. But yet, 7 months later, we have not been made whole for thier employee damaging our French doors. It appears that our French doors are custom, and not everyone has the expertise to replace them. We were only able to get two estimates, which we emailed over to ******* at Superior Corp. They stated they had someone that could install the new French doors, and we agreed to let them take care of it. The guy, ****, who was to be the installer chosen by Superior, finally came out to our home on August 18th to measure our doors. On September 26th, ******, one of ****'s guys came to drop off the doors. The doors they were attempting to leave were made of cheap particle board. I informed ******, he was not going to leave those "cheap" doors, and I immediately contacted ****. **** stated to me that they had brouight the wrong doors, but the right doors (solid wood doors, like what I currently have) are at the shop, and he would bring them the next day. I have not spoken to **** since that day, becasue when I call, he does not answer, and "if" he responds to my text, it is always that he is gong to call me and he never does. I contacted Superior on October 28th, once again trying to find out what is going on. I received a response from ******* on October 31st stating the lead install said that he ordered a new doors. I emailed ******* on November 14th, to find out how much longer for my doors, and was told 2 more weeks for my doors. I still have no doors, and nothing but lies from **** and Superior. I sent another email yesterday requesting my doors or reimbursement by 12/23/2022. I literally received a call from ******* in the middle of typing this, and they want to send somone else to my home again for pics and measurements, and saying it could be 3 more months, the doors are on backorder. This is not acceptable. Were my doors ever ordered?

  

  Business response

  12/27/2022

  Tell us why here..

  We have been working with the customer and it seems that they are not whiling to take anything unless is a monetary reimbursement from day 1. The doors were not in the best condition, they are worn out and old. Unfortunately we are still responsible no matter what but we are not going to reimburse $4558.09. The estimate from Lowes is for a new set of French doors of a much better quality then what they currently have. We have responded to the client through an email stating the a new set doors we order will be arriving the first week of January. Once we received the doors we will set up an installation date. If by any reason the customer doesn't like the doors, we will then restore the existing doors or reimburse the customer to a pro-rated amount cost of the existing doors. 

  attached are some pictures of these French doors

   .

  Customer response

  12/27/2022

   
  Complaint: 18598333
  
  I am rejecting this response because:

   

  They are liars, we have not wanted money from "day 1". We never even asked for monetary reimbursement until 12/15/2022, becasue in 2 months, it will be one full year that their employee destroyed our French doors, and we are tired of playing games with them.  They have had at least 7 visits from different people on their behalf to look at our doors, and still nothing has been resolved.  Just on 12/16, ******* was stating that there was a backorder of 3 months on the doors, now all of a sudden the doors are going to be ready the first week of January.

  Superior are liars when they say that my French doors were not in the best condition, and worn out.  The old part is correct, they were not new doors, but they were solid oak doors in excellent condiion before their worker got a hold of them.  We have several witnesses that can attest to the fact that our doors were beautiful and in excellent condition.

   

  The estiame from Lowes are not better quality than the doors I have, because the estimate is actually for doors that are 1 3/8 inch thick and my current doors are 1 3/4 inch thick.  Other than that, how do you come up with these doors are better quality than our current doors.

   

  How do Superior get to dictate that they can give us a prorated amount for our doors.  We all know the cost of wood has skyrocketed, and we will not pay out of our pockets to replace something their employee tore up.  This has been the worst experience dealing with them, and all the lies they have told.  We are not comfortable with them or their lying contractor, **** coming back into our home.  That is not going to be a good atomosphere.

   

  I attached a picture of our doors, that had been recently painted in November 2021, right before they were destroyed by the Superior employee.

   

  Sincerely,
  

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

  

  Business response

  01/24/2023

  Customer has gone to an attorney/law firm, at this point its out of our hands. ********** legal department will be handling this matter going forward. 

  Customer response

  01/25/2023

   
  Complaint: 18598333
  
  I am rejecting this response because: Superior kept saying they are taking responsibility, but all they were doing was stringing us along.  In less than a month, it will be 1 full year since our doors were damaged.  Now, instead of just paying us for our doors, they want to stall even more by trying to get ********** involved again.  Utterly disappointed with this company.  We can never do any installs through ********** again if this company is the installer. FYI, I  had a conversation with ******* from Superior on 1/10/2023, and the doors they promised the first week of January still were not in, nor did they know when they were going to be ready.  But, they wanted to prorate my doors, and give us $1500 dollars for doors that are going to take 3 times that to replace.  Beware consumers.  If a third party company is going to be used, make sure to ask who it is and look at the reviews on that company.  I didnt do that.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This installer was disrespectful of our home and our time. Long story short, he did not show the first day the install was to begin on Wednesday, 2/2/22. Two subsequent days he did not show either. This was supposed to be a 2 day job, which turned out to be 7 days for the removal of old tile, and installation of new ceramic tile that was approximately 55 square feet total in our front entryway and in front of our fireplace. This guy left our home a mess each day when he left and was using our outlets to plug in his ear pods. He had a tripod set up, and when my husband asked him what the tripod was for, he informed my husband that he does ******* videos of his work. He is videotaping our home and our project without out permission. Maybe this is why it was taking him so long to do this small job, because he was making a video. 2/9/22 I go to check on the progress, and he tells me that I need to get someone to cut and reinstall (which he removed) my French doors, because they dont fit anymore. He then stated that he did not have a saw to be able to do it, but if he did, there would be an additional charge for him to do it. I called Superior and spoke with *******, who stated to me they are sending someone tomorrow to cut the doors and reinstall them at no cost to me for the inconvenience. Not long after that, Cande (this is what ******* told me his name was) had gone somewhere and got a saw and stated to my husband that he was going to cut the doors and put them back, and that there was not going to be a charge. He cut the doors a top of what looked like two pieces of 2x4 wood lying on the ground. He stated the right door fell on him but it obviously fell on the ground, becasue a piece of the door was hanging off, and had several areas where the paint was knocked off. He stated that the piece hanging off just needed some wood glue. The interior of my house was painted in November, so now my French doors are damaged & not functional. They deny fault.

  

  Business response

  05/24/2022

  When we talked to this customer initially about this complaint they never mention anything about a tripod and the installer video taping. We now this is not permitted without the customers consent. The outlets are off limits for personal use unless is required for a power tool to do the job. The following is a time line of the job, there is no excuse for the lack of communication from this particular installer and we take full responsibility for his actions. 

  2/2/22- installer was schedule to do the installation work he was not able to make it call in sick, we did reschedule for 2/3/22 
  2/3/22 -we started the job by taking up the tile and there were unforeseen issues with the existing floor under the tile. We had to build up the floor this was major problem. This cause to add an additional day
   2/4/22 installer started laying the floor.Since this is a tile job you cannot grout the same day, we had to come back the next day to grout the floor. 
   2/5/22 installer never showed up at the job and never called the office to let someone know, we did reschedule for 2/8/22
  2/8/22 installer was a no show and customer was rescheduled for 2/9/22
  
  2/9/22 installer completed the job and accidently broke the French door which we accepted the claim on this. We sent out our field inspector to look at the door on 2/27/22. We will be compensating or replacing the French door. We never denied the claim, unfortunately there is a process since we install for ********** and they have to record everything for insurance purposes.  one of the reasons why some times it takes a little longer for this kind of claims is if the customer is asking for unreasonable amount or unfair solution. 
  
  Overall, the installer was at fault and with the lack of communication with us . He is no longer with the installation company

  Customer response

  05/25/2022

   
  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. We never asked for anything unreasonable, just that our doors be repaired or replaced.  They say they never denied our claim, but I attached the letters that we received from Superior Installations (post marked 4/12/2022, because there is no date on the letter itself) and from Sedgwick, the insurance company. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had about 5 no call, no shows with the floor install through Superior. There is no communication or accountability between installers and office. Every occasion that an installer was set to arrive, they did not come as scheduled. We had to call THEM numerous times to see what was going on. We rearranged our schedules, took PTO from our jobs, and moved furniture all to experience the company blowing us off. This particular incident was for finish work, scheduled for Monday, 4/18/22. We did receive a call telling us that the installer was running late and would need to reschedule for Tuesday... ok, fine. Tuesday came & went with no call, no show. I get a call today, Thursday 4/21 asking about the quality of our install. There WAS no install. Mind you, this was finish work for the original job they did all the way back in January 2022 in which they did not order the proper material to properly complete. They also need to correct some gross negligence in several areas of the install. There is half a wall of trim that wasn't nailed down. There is already a plank coming up. There is a plank in the kitchen you can drive a truck through it's so far apart. I am shocked that ********** would hire such an unprofessional, half-effort company with absolutely ZERO follow-through and sense of pride in work. I have told all my family and friends about our experience, but that's not enough. The public should know and Superior needs to hold up to their end of my warranty. Since there is no action from the company itself, this is the only step we can think of to fulfill our obligation to the WARRANTY, in which unfortunately you are the only provider of service for. Shame on Superior for being so inferior.

  

  Business response

  04/22/2022

  We are very sorry you had to go through this horrible experience. We will do what ever it takes to turn this around and make this a better experience. As we all know you are scheduled for May 2nd. I have instructed a supervisor to stay on top of this install. If by any reason this isn't completed to your full satisfaction please reach out to us and ask to speak to a manager. Management is fully aware of this installation. 

  Customer response

  05/02/2022

   
  Complaint: 17095547
  
  I am rejecting this response because:
  
  I called morning of 5/2 to check on schedule of install for the day and we were told we were not on the schedule. If they dont arrive by 5 PM today I will consider it yet another no-show.

  Sincerely,
  
  *************************************

  

  Business response

  06/16/2022

  The job was completed May 2, 2022. We have been trying to get a hold of this customer after we received the complaint from the BBB. Unfortunately, the customer is not answering our phone calls nor returning our voicemails. I honestly dont blame them for not answering the phone we were horrible to this customer. I wanted to see if I can do anything for this people since we made this so difficult for them when it shouldnt have to be, but I cant do that if they dont answer the phone. This is not acceptable, and we are in the process to re-shape our ******** location. This is no excuse, but we have been struggling with lack of labor for both employees and contractors. We are trying to work through make this better experience for our customers.

  Please let me know if there is anything else you need from me.

  Respectfully,

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

  Superior Corporation of Illinois

  Vice President

  Illinois & ********

  Phone ***********************

  
  

  Customer response

  06/16/2022

   
  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.
  

  I have received no voicemails of the matter, but perhaps someone called and did not leave a message. The service was completed and we are happy with the outcome. I appreciate the fact that you have made changes for the ********* office, and I wish you continued success as you work through the growing pains of this difficult labor market.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is against Superior Corporation, the flooring installation service used by *********** We paid up front on December 2nd, but waited 10 weeks for the installation ( as ********** said could happen), but the installation tuned out to be flawed. Already, less than 2 months later, planks of the Pergo are separating in two places, one rather serious. Not only that, but the installation was never completed in part because we did not have the correct materialslengths of quarter rounds that matched the flooring to go around the hearth, around a built-in bookcase, and at the thresholds to the outside. We were told, more than two months ago by now, installers would be back soon to finish the job. It has now become clear they not only have to finish the job, but also fix the problems. But Superior Corporation has shown itself to be good at placating us by lying, but not good at getting the work done. Four times in the two months since the installation was mostly finished we have had ************, have waited for someone who would show up between 8 and 10 am. We have cancelled engagements for these ************, have even cancelled important doctor ************ and a CT scan. Twice, installers did show up, hours later but with the wrong or no tools, with promises to get backwhich never happened. The installers, according Superior, would rather work on big jobs. Ours is now a small job, one we have already paid for, but one not completed. The original installers did a poor job and we must have their mistakes fixed. The original installers did not complete the job.

  

  Business response

  04/29/2022

  Hi i replied to this complaint last Friday a week ago. i don't know why my reply did not go through. I just called ***************** to make sure everything is set to be finish this Monday May 2nd 2022. **************** is happy that we move her up to get this done quicker. I also gave her my personal phone number to call in case it doesn't go as planned.

  Customer response

  05/02/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered tile and the installation for it at ********** in November of 2021. The flooring installation was scheduled for January 2022 (a long wait, but apparently Superior has a small number of contractors who can install tile flooring). A few days prior to the scheduled installation, I proactively called Superior to confirm that the contractor would be at my house on the scheduled date in late January. **** or **** at Superior confirmed that I was good to go. The morning of my scheduled installation, I received a call from Superior stating that the installation had been canceled. Superior would not give me a reason. I reluctantly accepted a rescheduled date of February 25. Then, in mid-February, without me asking, I received an email from Superior stating that they would be at my house for the installation on February 17 (prior to the rescheduled date). I called Superior, and they confirmed that yes, the contractor would be installing my tile on February 17. However, the contractor never came to my house, and I never received any communication from Superior that the installation had been canceled again. After many tries, I finally got through to **** at Superior who simply wanted to reschedule me (for the third time) for a late March installation. Keep in mind that I ordered and PAID thousands of dollars (a lot of money to me) for the tile and the installation back in November of 2021! It is unaccaptable that I continue to get kicked down the road from a scheduling perspective. Some priority should be given to customers that have waited the longest amount of time - even if that means having to reschedule other customers who have not waited as long. When I spoke with ****, I told him late March is not acceptable. He proceeded to transfer me to his "manager"...which I knew was a farse. I left a detailed voicemail...and still no one has contacted me. I just want my flooring installed!! Please help me.

  

  Business response

  04/06/2022

  We are very sorry for the delay, we have been experiencing a shortage of staff and working on correcting the problem.  The installation was scheduled for 04-04-2022 and it will be completed today 04-06-2022.

  Customer response

  04/08/2022

   
  Complaint: 16790946
  
  I am rejecting this response because:

  I'd like to mention a couple items:

  1.) Regarding the installation of the tile in my basement: yes, after three canceled appointments by the same installer, Superior finally assigned a different installer to do the work.  This installer (two people) showed up on 04-04-22 and worked extremely hard.  I was very impressed with their work ethic.  On two of three installation days, they worked very late into the night (I gave them permission to do so).  One night, they worked until about midnight...and the other night they worked until about 1:30 a.m.  Unfortunately, despite their great effort, they ran out of time and will have to come back to my house to finish the job after I return home from vacation.

   

  2.) Superior needs to focus on their customer service...it is virtually non-existent.  There are two people assigned to handle their customer service hotline for southern ********************** and ********.  Unfortunately, they can't keep up with the volume of calls.  I am not exaggerating when I say that roughly 80 percent of the time that I dialed Superior's customer service number, I would be placed on hold (which is fine)...but then the system kicks the customer to the voice mail system after waiting on hold for five minutes.  The problem with this is that since Superior is understaffed with customer service representatives, they simply don't call customers that have left voice mail messages back.  So, from a customer's perspective, it is extremely frustrating because it's virtually impossible to reach a Superior customer service representative.  In addition to adding customer service representatives, why not also let customers stay on hold until a customer service representative can take the call?  In other words, eliminate dumping your customer's calls to the voice mail system.

  Another issue with the customer service - probably at least partly due to the fact that two people can't handle the volume of calls - is that they are not always honest when they speak with the customers.  On multiple occasions, I was told that a supervisor would call me back...which never happened.  I was also supposedly transferred to a supervisor on a couple of occasions.  But, unsurprisingly, no supervisor ever called me back.

  And, even with this BBB complaint - it is ridiculous that I'm just now receiving a response from Superiod.  A company that is truly focused on its customers would have responded within days (and not months).

   

  3.) Superior needs to realize that flooring is a big investment for many of its customers.  I had to pay in full for the tile and the labor last Novemeber...and it was installed five months later.  I understand that cancelations happen.  But when they happen, don't punish the customer by putting them at the back of the line.  The three times that my flooring installation was canceled, I was told that I had to wait four to six weeks.  This is a very poor policy.  Anytime a customer's installation is canceled, that customer should be put at the front of the line.  If that means that other customers are impacted and have to be rescheduled, then that's what you have to do. 

   

  Please work on making your customers a priority.  For many customers, flooring is a major expense (i.e. many thousands of dollars).  Don't take your customers for granted or your contract with Homed Depot for granted.  I purchased my tile flooring at ********** thinking that they deal with reputable contractors.  Superior Flooring failed to live up to basic customer service expectations.

   

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

• Initial Complaint

  09/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Superior Corporation of Illinois installed carpet in our home on June 22, 2021, and because of installation errors our carpet has gouges in it. Called *************************, Illinois, store to get a resolution and the Superior Corporation of Illinois District Manager, *************************, came to our home on August 6, 2021, to inspect the carpet. He concluded that the gouges were due to the installers using the knee kicker tool incorrectly and we would be receiving a report on a full replacement. ********************, Illinois, store wanted to submit this as a warranty claim instead of an installation error and as of today, September 21, 2021, the store is denying both installation and warranty claims. Now we are stuck with carpet that has gouges in it and a $2198.73 ****.

  

  Business response

  10/07/2021

  Client is currently schedule to get a full carpet replacement for October 26th and its confirmed with Mr. and Mrs. ******** claims and installation errors do take additional time to inspect and find a solution/conclusion.  attached is a recorded phone call.

  Customer response

  10/07/2021

   
  Complaint: 15889802
  
  I am rejecting this response because: the new replacement carpet has yet to be installed - will respond after October 26, 2021, with a new response.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩