ComplaintsforR W Flooring LLC

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  R W Flooring was contracted by LL Flooring to install the flooring in our house. Within a couple of months the flooring started to come up. I have an approved warranty complaint with LL Flooring for over a year now. I was told RW flooring had no one to come out and repair my floor that their own employee said was an improper installation. About 2 weeks ago, after a year of constantly being ignored, a R W installer came and said he could fix instead of replace. He ripped 25% of my flooring up and said he cant fix and he would get with his boss ***. LL flooring had my flooring at the store. RW flooring stalled so long that now LL flooring filed bankruptcy and R W flooring said they have no responsibility to repair.

  

  Business response

  09/17/2024

  The White's project was installed through LL Flooring in April 2021.  RW Flooring was the contracted installer to complete the project.  In June 2021 we were notified of an issue that needed addressed. Per our records it was a board that had a broken seam and it was complete that month.  We were then contacted by LL again in May 2022 for some issues customer wanted addressed.   We worked with LL to get approval for repair and on 10/31/22 we closed due to no response from LL flooring.  On April 23, 2024 we were asked by LL to open case file to assess this home again.  At that point we had no communication from LL and the installation was 3 years prior.  Customers 1 year warranty expired 2 years ago.  We tried to make contact with customer in April 2024 with no response.  We were able to assess project but a repair was not possible as LL did not carry the product any longer.  LL Flooring worked with customer to reach an agreement to replace his floor.  That is the agreement customer referenced on this ******************** complaint.  That agreement between LL and customer was for LL to provide materials at no cost to customer and pay RW ********************** to replace all of his floor at no cost to customer.  Since that agreement was executed between LL and customer, LL ********************** has filed bankruptcy and is not honoring any goodwill agreements.  Due to this we alerted the customer that we cannot move forward with repair as LL rescinded the agreement offer.  We gave the customer the link to file a grievance with the bankruptcy court with LL Flooring.  RW Flooring has no additional liability or responsibility to honor the agreement that was contracted between LL Flooring and Customer.  We have no authority to adjust agreement on behalf of LL Flooring. Customer should be communicating with LL **********************'s customer care department as they are the company that contracted the original installation and the repair agreement with customer.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had flooring installed in 1700sqft of my home in November of 2023 through ** Flooring. ** Flooring subcontracts to RW Flooring (**C who I am filing the complaint). They charged a labor and materials fee for "self-leveling concrete" and the labor for doing that work. In November of 2023 they did not do this work and I informed ** Flooring that this did NOT occur. ** Flooring reimbursed me the materials fee, but could not reimburse the labor charge because, "RW flooring said they did the labor and self-leveling." In June of 2024, I had ** Flooring come back and finish installing the floor (in the remaining 200sqft of the home) and received a new quote. The floor installer realized the previous installation done by his company was not done correctly, because there was no concrete leveling put down. They ripped up over 1000sqft of flooring to reveal that 0 concrete leveling had been used. Showing they were untruthful in Nov 2023.With the new installation came a new labor charge for "floor grinding labor", at $380. I was told my ****, the ** Flooring store manager, "watch them when they are grinding and tell me how long they actually grind for, I don't think this will take 4 hours and I want to be fair since we messed up the concrete labor previously." I watched them every day, all day. They did 0 hours of floor grinding. I informed ** Flooring and RW Flooring of this. ** Flooring cannot do anything because they have already paid RW Flooring and RW Flooring is insisting they did the work. I can assure you they did not use a hand grinder or a standing grinder at any point during the installation. The regional manager *** (don't have last name) says he "believes his workers" and then insinuated they would have their pay docked if they lied. Which of course means they will not be truthful when asked if they did the work or not. They get paid extra to do the grinding, of course they will say they did it. I watched the entire labor. None was completed. I want a refund.

  

  Business response

  06/26/2024

  RW Flooring completed a project for customer in November 2023.  We do not have any information on the stated issue with reimbursement after that installation due to no leveling materials being used. 
  
   In May of 2024 the customer requested another measure with LL flooring for an additional project to be completed.  The customer notified us once they purchased the new project that they had some issues with the original installation in November 2023. 
  
  We assessed and determined that the floor was out of flat.  RW Flooring paid to have the original installation taken back up and reinstalled appropriately.  That project was finished in June 2024, along with the new project.  RW Flooring paid for all materials and Labor to fix the original project. 
  
  The customer is now stating that we did not do any grinding to the floor in the new installation area.  The customer alleges to have pictures and videos showing that but refuses to share them with us.  We received pictures from the installer of the substrate showing where they did seam grinding. 
  
  Without cooperation from customer we have not done any additional refunding per there request.
  

  Customer response

  06/27/2024

  Complaint: 21904494
  
  I am rejecting this response because: I cannot provide the evidence of the grinding because I do not know the day and time the grinding allegedly took place. I did not visually observe the grinding during my observation, which I was present in the room for the entirety of the install, therefore I cannot guess the day and time you are stating this labor occurred. I cannot upload multiple days/hours of videos to show you that no grinding occurred. Please provide the day and timeframe the grinding took place and then the evidence can be provided to you.

  I am not asking for a refund on the labor from November of 2023 where no concrete leveling was put down, which I should be doing, because that labor did not occur then either. There are plenty of pictures of the floor having 0 primer or concrete on it after it was removed to be redone, showing a pattern that your workers have lied previously. This is the second false labor charge your company has charged me with. 

  
  Sincerely,
  
  ******** Query

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RW Flooring sent unqualified people to my home to create a quote and materials list, then sent unqualified people to do the flooring installation. The materials RW Flooring's contractor confirmed were useable in the project were not in fact compatible with my home and have resulted in long term delays causing me to lose vacation time and making half of my home, including our bedroom, uninhabitable for weeks so far, but it will be at least a month in total before the area is livable again. I've attempted to negotiate reimbursement for these losses seeking $1,000 but they refused saying they would only provide $132. I've calculated the loss of access to half of my home for the past two weeks to be $421 (half of my home for half of a month multiplied by my mortgage which is $1684/month). Additionally the job was only supposed to take two days, but due to RW Flooring's gross incompetence I had to use two additional vacation days to deal with all of the problems they created. My hourly pay rate is $67.35/hour, so over 16 hours I lost $1,077. These are only my losses to date. I will continue to not have access to half my house for at least 2 more weeks and will have to take more time off work causing even greater losses for me and my family. RW Flooring offered to have me go find new flooring to get the right materials, or for me to pay even more money to replace subflooring to make it consistent with their incorrect quote. I do not want them in my home after the horrible experience I've had with them. I only want them to make me whole due to the losses they forced me to incur as a result of their incompetence. RW Flooring returned my deposit and reimbursed me for the materials that were lost, but they are refusing to take responsibility for the loss of benefits and access to half my home that they caused.

  

  Business response

  01/31/2024

  Mr. ******** was scheduled for installation mid-January 2024.  At end of Day 1 the customer reached out to our regional with concerns based on questions the installer had of certain materials purchased for the project.  Our regional was in contact with installer and customer to ensure all aligned.  Day 2 of project we were sent picture of installation of floor from Mr. ********.  He had concerns with how it was being installed. Our regional quickly reacted and stopped the job.  It was evident our crew on site was installing incorrectly.  We spoke with Mr. ******** and planned to flex in a crew from the Chicago market to redo and finish installation starting 1/25/24.  RW Flooring contacted Floor and Décor and purchased all new materials for what was already installed to remedy the issue correctly.  Our Chicago installer visited the home, and it was determined that we could not install the product he had purchased due to the substrate.  It was a glue down application over an existing hardwood floor.  This was missed on our part during original assessment.  We then provided options to the customer to resolve. 
  
  Options:
  Select a floating floor and we will install over the existing hardwood floor.  Let him know labor would decrease and materials would change as well based on cost of materials.  We offered to pick up and swap materials for customer as well.  Labor adjustment from Glue down to floating would have decreased total by $932.64.
  Tear out all existing floor, re-sheet with new plywood and install original purchased floor.  RW Flooring offered to absorb the tear out costs if customer purchased material and labor of plywood.  Cost of Labor service absorbed by RW flooring for tear out of hardwood as good will was $1,146.08.
  Offer a full refund of labor deposit made, and reimbursement of materials that were used, and pull up the materials we originally laid. Total Refund was $1650.00 from RW flooring (covers materials used during project that we took up) and $965.82 back from Installation made easy for labor deposit reimbursement.
  
  Customer stated he wanted an apology settlement of $1000 on addition to the reimbursements listed above to avoid him from posting reviews on social media.  We tried to work through all the options fairly with the customer to the situation at hand.  Ultimately the customer went the reimbursement route for project and a check is being mailed to him from RW flooring for $1650.00.  Installation Made easy has already refunded him the labor deposit of $965.82.

  Customer response

  02/02/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  The business continues to ignore the costs they forced me to incur due to their incompetent quote and incompetent installation. They forced me to lose valuable and limited vacation time dealing with the problems they caused and I still don't have access to half my house. Sure they offered to do other types of installation but after their proven incompetence I no longer trust their work. They failed twice in a row. There's no way I was going to let them fail me a third time. Plain and simple, they sent incompetent workers to my home twice and after they finally sent a knowledgeable person to look at the project they knew they screwed up and did not care about the additional costs they forced me to incur. I've been reasonable and understanding in that I've not asked for every penny they caused me to lose (outlined in the original complaint). One thousand dollars is a discounted request for them to simply acknowledge the the financial harm they caused me and apologize for what they did to my family. They can make it right by paying me this discounted amount they caused me to lose.
  
  Sincerely,
  
  ***** ********

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