ComplaintsforIn & Out Floors

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  the floor was installed in august of 2022. from then until this day, there are problems with the instillation as well as the quality of the materials used. the salesperson showed me 3 levels of product. i chose the better of the 3, showing the salesman a sample of what i wanted from *********** after the installation i found a piece of the product that they used. it was a very thin piece of flooring. not even close to the thickness of what i picked out. since then, they came out and fixed some issues with the molding. but, they have made numerous appointments to address the chipped areas, peeling areas, etc. and not showing up or calling to say they could not make it. i have written them and called more times then i can count. i have pictures and list of the appointments not kept. one gentleman (***) came to take pictures. the thing that they have not addressed was the actual flooring that was installed vs. what i ordered. if they are not going to address these issues, they should refund the difference of the cheap product and the top product that i picked out with the salesman.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company came out to add new floors in my home. There was an issue with the planks dipping in front of the kitchen. I called service to have this resolved on top of having a new floor installed. I was Told this would be cared for. While having the new floor installed the gentlemen asked did I have enough planks to correct the issue and I did not. I was Told that I would Be contacted on when the floor would be repaired. The salesman that came out put on the contract that the floor would be repaired. I also spoke with the repair department who told me that the parts needed was being ordered. Now I am being told that I am not getting it repaired and I was disrespected as a customer by *******. I asked multiple times who is the owner and he told me he does not know which was a lie. I spent thousands of dollars and was told this would be repaired. Now because I am not purchasing from this company they no longer want to repair my floor. This is the **** poorest service I have ever received. ******* lied multiple times which did have me to yell at him. I am not apologetic for that because you should make it right with a customer. I need this resolved.

  Business response

  09/22/2023

  We have set up a service with a different installer to repair the areas that the customer requested. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted In and Out floors to refinish the floors in one of my rooms. Upon completion I was not satisfied as there were ripples and chatter from the sanding and the grain of the wood was not completely sealed. They threatened lawsuits and court costs if I did not immediately pay. They did not look at the floor or verify the complaint. They are very good at ignoring complaints and calls. I put additional coats of sealer on the floor myself and wrote a bad review. They almost immediately called and offered 300 dollars for the additional coats of finish I applied but did not address the poor preparation and sanding that left ripples and sanding chatter marks. I have yet to receive the 300 dollars they offered and I accepted for the additional coats of finish. They never sent anyone out to look at the floor to investigate. It should be noted that I have other identical floors in my home that have been refinished more times and are in perfect condition. A claim that my floor is old is not valid. I would appreciaate the 300 dollars they offered and a discount for the ripplesand sanding chatter marks.

  Business response

  08/09/2023

  We have spoken with the customer multiple times to try to resolve the issue and have not been able to come to a conclusion. 
  The customer against our recommendation added more coats of sealer on top of his floor after our refinisher left the home. When we spoke with the customer we stated that if he put any coats on the flooring that would void the warranty. After speaking with the customer he stated that he did not care and was going to put more coats on the flooring.
  Our refinisher put down a total of 4 coats. Our pricing includes 3. The customer received a coat for free. The customer stated that we wanted more coats and were not willing to pay for them. 
  Even though the warranty was voided we still offered to perform service to the flooring.

  In the complaint the customer stated that he was willing to pay the additional $300.00 for the additional coat on his hardwood. He has not contacted us stating that he was accepting that additional price and has not reached out to us since we have offered him the additional coat.  

  Attached to this response is the completion that ****** signed stating that he was satisfied with the refinishing. 
  
  Thank you 

  Customer response

  08/10/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

  Business response

  09/07/2023

  Hello,

  If he contacts us we will be willing to do the extra coat at not charge to the customer. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely horrible company. FALSE ADVERTISING PRESENTATION. They sent a salesman out to our house to give a full presentation of the equipment they use, and all the precautions they take to complete your job, they sent out a third-party that shows up with whatever materials and equipment they have, (Not what was shown that they use) they ruined other flooring in my house that was not being worked on and they didn't care, the first crew that consisted of one man walked off the job four days later and a new crew was sent 7 days later to start over, my furniture was not covered and dust was caked everywhere. I had to rent a hotel room 3 times and the 3 day job took 15 days to complete. In their presentation they state they pay you $50 a day over the 3 days it will take to complete the job. I called and complained 8 times and only was able to speak to the same 2 people. When the job was completed they called for payment and the project manager acted as if he didn't know of any problems. After stating that I was going to put my experience in an online review a NEW MANAGER jumped on the phone and threatened to *** ME. DO NOT USE THIS COMPANY, THEY DO NOT STAND BY WHAT THEY SAY, EVERYTHING IS SUB-CONTRACTED OUT & THEIR COMMUNICATION IS HORRIBLE.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  02/14/2023

  Hello,

   

  This matter was brought to the installers attention. The installers at In and Out Floors are contractors and have their own insurances and policys.

   

  The customer has filed a police report against the installers not In and Out Floors. 

   

   

   

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted In & Out floors back in September about getting new floors in my house. The sales team came out and showed me what they can do and we made a agreement to do my entire house including 2 bathrooms. Within the next couple weeks In & Out floors came out to do my floors. At the time of installation I informed the installers that I was NOT going to do the 2 bathrooms but I still wanted to do everything else. They started and completed most of the work. They finished the floors except some trim work and a stair cap they said that they would come back and finish because they didn't have the material and I agreed. I reached out to In & Out floors about them issuing me a refund for the work they did not do. I told them that I did NOT do the 2 bathrooms and that I would like a refund. I was told that because I financed the floors they would not issue me a refund. I financed the floors through ************************** ( the company they set me up with) because they offered 0% for up to 24 months. They said that I have a additional ***** square feet of flooring that I have up to 2 years to use or I lose it. I paid $11,800 in total ad In & Out floors was paid in full from the finance company so there is no reason they cant refund me for the work that was not done. My other issue with this company is that they still have not came out to complete the rest of the trim work and floor cap. I have called and set several appointments and they don't call or show up. out of the 4-5 times we have set appointments for them to come finish the job they showed up only once and that time the installer had the wrong color trim and floor cap. He said that he would get the correct color and come back and never came back. I called and set another appointment for Friday December 16th and nobody showed up or called so at this point I'm not sure what to do. Depending on the outcome of this report I'm considering taking them to small claims court and filing a law suit.

  Business response

  01/10/2023

  The customer has been contacted and we have an appointment for Friday, January 13th.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late July of 2021 we had this company install a kitchen floor for us. It comes with a lifetime guarantee and we paid every cent up front totaling over **** dollars. Well in a matter of a year it had been replaced 2-3 times because it keeps coming up. Chipping. Falling apart. Hazardous to my elderly mother's health. I keep taping it down so nobody becomes injured by tripping on it it's falling apart. They had someone evaluate it again and determined that the floor isn't leveled so they didn't level it like they were supposed to. It was difficult but I finally got a hold of them and we were set to have it redone but I had to cancel due to COVID. I recovered and I've been trying to get a hold of them for 3 weeks. They are screening and ignoring all my calls and messages and even blocked me from their ******** page. Now my floor is dangerously falling apart. We can't afford a new floor. I think they should not be in business. It's one big scam and I'll do what I have to do get my mother's money back

  Business response

  12/12/2022

  We have a superintendent going to the customer's home on December 12, 2022 to look at the matter.  We will update once we get a report from him

  Customer response

  12/20/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  10/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Floor was to be installed on 8/24/2022. On that day when 2 installers arrived I stated to them that I had a marble table to be moved and that I had told that to the person during the write up, who was also sitting nat this table. I said that the table top was heavy, probably needing 3-4 persons to move it. The two installers did move it with difficulty and slid it across my bed spread tearing it. Then, as they looked at the job to e done they stated that they did NOT have enough flooring with them and would have to return to the warehouse to get more. Besides not having enough flooring they realized that they had the wrong color flooring! They both left, returned about an hour later, strted the floor then realized that they again did not have enough flooring! They both left again and returned an hour or so later, which put them behind schedule. One instller installed three transitional strips with glue and nails, then also used blue tape to hold it down and stated "remove in 48 hrs." I was unable to remove the tape so the company did send a ********* to look at it. His name was *******, he had quite a time trying to get the tape off, he also saw that the naikls on the strips were protruding and could cause injury to feet! He said that he would order three more 8 ft. transitional strips. A week went by and I had to call the company, talked with a ******* who is the installation manager. He set up an appointment for the following week for someone to come out, they never showed up! I called back again, he set up another appointment, another no show. The third time I called I spoke with a **** who put me on hold then returned saying that she set up another appointment, that was for 10/11/2022, another no show! Now when I call they don't answer, it goes to VM. I have had no response from them! The nails are protruding higher now, my Granddaughter has had her sock torn and I myself have stepped on a nail head! I have left messages stating that I will get an attorney.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contact ******** Floors via phone in or around 09/19/2022 to get an estimate to have carpeting replaced in one of the rooms in my house. They sent in a representative of their company to my residence and gave me an estimate to have the carpeting replaced.The type of carpeting and associated pricing was acceptable and I gave them a $100.00 dollar deposit to get the project started and was going to pay the balance of $645.00 upon receipt and installation. I also signed a contract with them to have this activity performed. I received no notice to schedule this activity so I called them and was informed that they would be installing the carpeting on 9/28/2022 between 9am to 12 pm. However, they did not show up nor did they call.I then called them up and expressed my concern and was informed that they would install the carpeting on 10/01/2022 at the same time. However, again they did not show up nor call.They are currently not responding to any of my calls.I want to have my $100.00 returned so I can get this project completed by a reputable company.

  Business response

  10/10/2022

  The customer cancelled on Saturday, October 8, 2022.  The refund checks are mailed within 7 to 10 business days.

  Customer response

  10/11/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In and Out Floors installed plank flooring on December 7, 2021, in my small condo in Richmond. I called several times to report some issues with the job, but when workers were scheduled to come, they never showed up. This happened several times. I called and complained but no action was taken for weeks.Finally, a different installer was scheduled and was 4 hrs. late. He took over a dozen pictures, of the shoddy job, and was embarrassed to see the work that was done. Never heard from the Company, so I began calling. Finally, when I left a sarcastic message that I was going to small claims court, to get a refund, I got a call back the next day. Supposedly the Owner called and said "they DO NOT give refunds, but they will redo the job. They have a 100% guarantee but will never give a refund. Two other installers have said the square footage was incorrect, thus I was overcharged also. Then I never knew the installer turned off the water to the refrigerator, thus I had no ice or water, until different service man was called to fix the water line. The ***** never turned the water back on.find water knobs.What is my next step??? They took advantage of a 75 yr. old who can't go up and down the steps, or climb to up to reach the ceiling pipes.The carbon copies are illegible so will not be legible to Upload. What is my next step? They are SUPPOSED to come next Tuesday to Re-Do the floor.

  Business response

  03/17/2022

  In and Out Floors has been in contact with **************************************************** and all concerns are being resolved. 
  

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  "In and Out Floors" did not ever address the complaint, as they stated as they "WERE NO SHOWS" on two separate days, when appointments were scheduled. 
  
  March 8th, 2022 - was a NO SHOW. 
  
  Rescheduled by office staff for March 21,2022, but did not have the necessary materials, so would have to come back another time. 
  
  Rescheduled again for April 12, 2022 and again DID NOT SHOW! 
  
  Rescheduled again for April 18, 2022 and DID NOT SHOW, and no calls again by the office staff.  
  
  This ridiculous situation began on DECEMBER 7, 2021, and I am not waiting any longer for completion, repairs, etc. They have left electrical equipment and I had to *************** to tell them, so they could come back and get it, that evening. 
  
  NO ONE accepts responsibility for poorly trained installers, and incompetent office staff. The job was poorly done, makes creaking noises, doors do not close, and floor trim has come off. Bathroom stuff has not been done. Excuses every time a different installer shows up. The ***** takes no responsibility for the shoddy work, or incompetent employees.  
  
  If I do not get a refund, I will be seeing these scammers in court with my attorney. I cannot continue to play games and I am in ************ once a week for a surgery or update. Spent my Sunday there in MRI clinic. 
  
  I am DONE listening to these TALKERS, not DOERS! 
  
  Regards,
  
  ************************************************

*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. ↩