ComplaintsforFloorTrends

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Floor Trends to install a floor in my home. Was told it would be beautiful and last **************************************************** less than a few months. Still under warranty they came out and fixed a few different spots that was broken or uneven, our floor is shredded in a couple different places. His employees would go out to their work van and was smoking pot. Told the owner about it a couple of times. He said it's legal and seen know problem. He's now say It's our subfloor is messed up, and needs fixing. So why didn't he fix it before the floor was put down. He started talking about the subfloor when the floor was almost finished. We just don't understand. How can our beautiful floor last for 20 years if your didn't address the subfloor he's a professional. Started a small claims against them,, They have a lawyer and we don't pretty sure just because we can't afford one we will lose and get stuck with a heart broken messed up floor. We do not have money to replace it, How did this happen? Just wanted to update and make our place a little nicer. Hope there is something you can do to help thank you

  Business response

  02/13/2024

  RE:  BBB Case #********  Floor Trends
  
  Customer Information
  *************************
  
  
  Thank you for the opportunity to respond to this complaint. It is an unfortunate situation as we make it a priority to treat every customer with respect and professionalism. We feel that we have been fair and reasonable with ******************.
  ****************** came to us because he is an employee of a friend and we were asked to help him out. Which we did. The discounted bill was $6,875.00 and upon completion we accepted a total of $5,000.00 as payment in full giving ****************** an additional break because we knew his financial condition is not great.  Now we feel completely taking advantage of after trying to assist ****************** and his family.
  
  When we initially met with ****************** he was given very detailed description of the work that should be done to his floor including subflooring work.  ****************** declined work on the subfloor due to limited funds.  ****************** contracted for the old flooring materials to be removed and new flooring to be installed. The job was completed in March of 2022.  There were a couple of minor repairs after completion of the job and Floor Trends took care of the same. 
  Floor Trends  warranty on its service and labor is one year.
  The materials have a warranty of 25 years.
  
  In October of 2023 ****************** filed a small claims law suit in the ********* District Court. We contacted our attorney who tried to work matters out with ****************** and he refused. Our attorney removed the matter from small claims court to the general civil division of the court and responded to Mr. ******** complaint. Our attorney tried to explain to ****************** that Floor Trends has honored its warranty and that our warranty has now expired.  Besides the fact that ****************** is having problems with the material not the workmanship.  Mr. ******** dispute is with the manufacturer at this point.  From our understanding our attorney has filed motion for summary disposition to dismiss Mr. ******** complaint.  Our attorney has reported back to us that he has explained why he has filed this motion to ******************.  It seems as though ****************** understands that he may not be successful in court and now he files this complaint with your office the BBB on Wednesday February 7, **** almost a full two years after the job has been completed and after he realizes that he may not be successful in court.
  
  This is clearly a retaliatory action against Floor Trends.  We have an excellent reputation and work hard every day to keep our good reputation.
  
  ****************** claims that the floor is shredded in a couple different places.  That is clearly a material problem not a installation problem or an abuse problem on how the floor is being used or cared for.
  
  We ask that the complaint be closed and keep our BBB profile positive.

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