ComplaintsforNiemanns American Flooring

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to Neimans Flooring in *********** ** for floating floor. Salesperson was ***************. I have a cement floor with linoleum and we put the flooring over that. She showed us Cortec stone flooring, she said it was strong, won't scratch, and water wouldn't penetrate and it was good for kitchens and bathrooms, and the only way water would get under is from edge and if it does just remove and dry then reinstall. We thought that was pretty indestructible so we picked the one we wanted and they installed end of July. One bathroom we had to order more tile because there was not enough. We had kitchen, foyer, closet, and 2 bathrooms done. One guy installed the main bathroom and another guy did the rest over 2 days. February 6, 2022 I noticed something was not right under rug in front of vanity, it looked like the tile was not level and it dropped down a little and broke edge of 1 tile. I called Niemens and talked to **** and he sent a guy to check which indicated moisture in back of toilet. The toilet is on opposite side of room from damaged area. I called the plumber out to check under the toilet, removed caulk around toilet so it would not damage tile when pulling toilet up. We seen a gap behind toilet where it was cut too big around ******. Plumber cost $250. Plumber said no leaks and it was dry. Placed another call to **** and told him Plumber said it was dry so he sent a guy to repair with the spare tiles we had. The repairman said he could not do it because if you pull one up it will break the others. He said the spot was not leveled on initial instalation, he took pictures of gap by toilet and broken area. I called **** and he said he would order more but I would have to pay for it. I told him I should not have to pay since I paid them as professionals to install the flooring and it was their fault not mine. Beginning 2/21 I have called multiple times and they said they were filing warranty papers. We are now at 4/8 and have heard nothing, just want my floor fixed.

  

  Business response

  04/27/2022

  In February of ******************************************************************************************* June of ******************************* with a concern.  A moisture reader determined there was 100% moisture reading around stool, while ************ was present so he could see the reader.  Damaged area could be from something dropped, expansion in home from moisture.  Either way the floor looked great and was not damaged when we left.  There are not any floors on the market that are indestructible.  Some floors need repaired when damaged.    Our recommendation was to buy a box of replacement tiles to fix floor, and customer was informed that there would be a fee to install floor again.  We did not feel comfortable just using the few extra piece he had because there would be no margin for error if one tile broke will installing.  Customer said that he did not feel it was his responsibility to pay anything.   At this point the ********* flooring salesman filed a claim that was determined by manufacturer customer damage.   Even though this product is not a result of damage from NIemanns American Flooring, Zach NIemann  will provide a public relations credit in the amount of One box of flooring value at $250.00 and a labor credit of $100.  Mr.  **** would need to pay the remaining balance for the fix.  Please advice if solution is accepted, We feel this is more than fair since niemanns did not damage the floor and the customer did somehow.

  Customer response

  04/27/2022

  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,
  
  ***********************

  Customer response

  04/28/2022

  ******* check toilet no water,$250 it cost me.no moisture detected where tile is broke.The tile is broke in front of vanity where we stand.The one spot is unlevel.The moisture detector guy broke piece of the tile when he touched the side of tile and person they sent to repair touch the side of the tile and it broke a piece off and I broke a piece off when I touched it.Nothing was dropped on it.The repair person said if he repaired, it would do again unless he leveled and he didn't think the 5 tiles would be enough because every tile affects the tile next to it.The repairman said they owe me another floor because installer didn't make sure it was level before he installed tile.                                    Sending a better picture so you can see it's not level in that spot  .He also as a gap between my toilet and tile.

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