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Complaint Details
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Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Woodwork was gauged.
Business response
09/03/2024
Baseboards were scratched during install. We advise customers that this may happen in out terms and conditions sign off. This customer signed this agreement. I spoke with the customer and agreed to address them even though it falls within what they signed off on.Initial Complaint
04/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had 3 rooms installed with ******** flooring on 4/15/19. I started contacting ************* on 2-22-22 about the floor coming up in my living room and craft room. . I left a message for ********************* the sales manager with the receptionist ***** She said he would return my call. He did not. I called again 3/2/22 and left a message with another receptionist ******. He did not call me back. I finally talked to ************** on 3/7/22. He said he would get back to me once he spoke to Junior the worker who installed my floors. On 3/10/22 Junior came to look at the two rooms where i was having issues. He said the floors had buckled. He took pictures and said he had never seen anything like that. He said he would get back to me. I called again on 3/21/22 to see what the status was. ************** said he would talk to ***************************. He is in charge of claims.On 3/25/22 ********************** came and looked at the floors. He also took pictures and said he had never seen anything like that before. He said he would get back to me. To be patient because he was so busy. A month went by and I heard nothing again. I called ************** on 4/25/22. He said he would get in touch with ********************** and have him call me back. He did not. I called again on 4/27/22 and spoke to ****** the receptionist. She took my information and said ************** would call me on 4/28/22 as he was off the day I called. He did not. I called again today 4/28/22 and spoke to ************** and expressed how frustrated I was about the whole situation. I asked for a call back today but did not receive it. I am now having to make a complaint against them. All I wanted was my floors repaired. I dont want my floors to get any worse. Any help would be greatly appreciated.Thank you for your time and help.************************* Any help would be greatly appreciated.Business response
04/29/2022
We inspected the flooring and offered to repair it at no cost even though the damage was caused by customer's office chair. Material came in yesterday and installer contacted customer today to schedule repair.Customer response
05/03/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
04/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hired company to install flooring. Sales representative misrepresented the timeline (2 days vs the 5 it took), confirming twice that one floor would be completed in one day allowing access to sleeping arrangements. No one had access to sleeping arrangements so a hotel stay was necessary. Job was not completed on day 5 (April 1). We were told installers would be back on April 4 to finish transitions and stair cap, they were a no show with no communication. Store location was visiting on April 6 to submit final payment. Company claimed we owed $1000 more because of a system error. They claimed they had been to ********** and Lowes to try and locate materials to complete the job. Remainder of materials were not from those establishments so its easier to understand they couldnt find anything. We were told on 4/6 (after reaching out) that materials had been overnighted and they would be back to install. On 4/11 we reached out again, were told materials hadnt arrived. On 4/13 we reached out, were told installers would be there on 4/14 with no start time. Again, a no show. On 4/15, after reaching out, were told that installers would be there shortly. EOB, still a no show with no communication from sales rep, store or installers.Job has been fully paid but has not been completed and there has been no response on how and when it will be.Business response
04/21/2022
We have maintained contact with customer throughout process to keep them informed. We will complete installation no later than Saturday, 4/23.Customer response
04/23/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. The job was not completed by end of day today as stated in the resolution they proposed, and we have received no communication since Tuesday, April 19.
Regards,Jillian
Business response
04/29/2022
Moldings were completed yesterday as a result of delays getting material from manufacturer. I left a message to speak with customer to verify they are satisfied with the final result. I can be reached at ************ ex 326 or ***************************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.