ComplaintsforMarc's Flooring Service Inc

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some time in August, they installed my carpet the last full week in August. So the guy came and didn't have the right tools and had to come back the next day. He came back and didn't finish the job, he took my door off the hinges and told me it had to be shaved down, even though Marc's Flooring said they would do it for me. I had to have another contractor come and fix the door. I had to have a subcontractor come in and he suggested that I have them come back and look at the carpet and re lay it down. I told them this but they couldn't come and look at it. They told me I had to have someone come in and repaint all of my baseboards because they nicked them. They were painted 2 weeks before the installer came to lay the carpet. Marc's Flooring scheduled me for Sept. 1st and then called and said he could not have that person come because his wife had a baby. I called and left a voice mail and no one called me back. I talked to ****'s directly and told me they have to have a 2 day window to talk to me because it was the holiday weekend and they couldn't talk to me until Wednesday. They guy came Monday and he said he just needed to trim around the edges. They said they can come back on Saturday and then said they can come on Monday. I am being treated like a yo yo. They need to be there on Saturday, Sept. 16 so that I can have my renter's move in. It takes 15 minutes and it should have been done on Monday.

  

  Business response

  09/18/2023

  ****** - I reviewed all the notes and I am sorry there seemed to be so much back and forth.   We had someone contact you directly once the job was complete when you responded to our text with a red response.  We do that to try and get in front of any opportunities we have immediately and work to get them resolved.   I had visibility on that opportunity when you spoke to our office, and we use those events to work to close the gaps on areas of opportunity with communication and responsiveness.  The door issue is something that is unforeseen and unfortunately can't predict what exactly will need to be done with doors when there is new flooring installed.  I was not able to locate any pictures of the scuffs on the baseboards, and unfortunately that is something our installers try to minimize, but differing carpet backing, paint and how it is adhered has a different results and scuffs and knicks are inherent to new carpet installation.  I saw where we left voicemails two days in a row to work to get something scheduled so there was some lag time with communication and working to re-schedule from when we had the untimely event with the Installer having a new baby.  As of this morning it sounds like we have someone scheduled to come out tomorrow 9/19 to address trimming the few frayed areas as you suggest should only take about 15 minutes.  That should resolve the issue.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November of 2022 dicided to have our floors in our home replaced with hardwood, we went to ****** in Derby, KS and choose what floors and set up the installation. ***** contracted our install to Marc's flooring. Marc's flooring is not in the Wichita, KS area, but out of Neosho, MO. The install was scheduled for 3 days in December, the 14, 15, and 16. Watching the installers throughout the day, they did not drop a chalk line for straightness of our floors, did not level the floor nor sand the floor to verify any lips that may exist from the sub-floor, they also started against front wall giving no proper gap. They also informed me during this conversation that they were from Kansas City, they only had 2 days to do this install as they had a tile job scheduled back in KC. These installers did not mix the boxes with each other to give a randomness of the colors from each box, they did not make sure that seams from on horizontal row to the next were not within 3-6 inches of each other, and since they weren't laying straight lines, there are awkward gaps throughout the flooring. As time has gone on, we have found they also did not cut flaws from the boards (hole in the wood, or chips). In our galley kitchen, they laid the floor, realized the counters were not even across from each other, ripped up all the flooring back to the stove, and utilized NEW boxes to lay new flooring using ONLY the long boards that extend UNDER my island, and some terrible gaps at the end of that run. The installer initially informed me I was going to have to get stain and poly to help cover the gaps. He ended up going to get it, while he was gone, his 2 assistants filled the gaps with sawdust. Upon his return, he stained and spray poly'd the gaps. We have had Eduardo out twice and two local Marc's sub-contrators both stating that the whole floor needs replaced. Warranty from Bruce has said it was installed wrong not a flooring issue. As of August 10 2023 still nothing has been done.

  

  Business response

  08/11/2023

  Between Marc's Flooring and the ****** Installation Support Team, we have been actively engaged with you working on resolution for the opportunities on the job.  As I write this response, we are actively working with you and the ****** Installation Support Team on resolution.  We do have a local presence in Wichita, a warehouse, Managers and installers, but we also have crews across Missouri that will travel to complete jobs when and where necessary as we install approx 350 jobs per week out of 70 ****** stores.   There was an independent 3rd party inspection done on 2/15/23 (I attached that to this response) at your home and they identified 7 boards that were Installer related issues, and the other opportunities pertain to the tolerances of the planks from the manufacturer and the product you purchased.  They also stated the flatness of the floor was within the hardwood flooring manufacturer's tolerances.   We have the ability to fix boards in the field of the install without replacing the entire floor.  The Warranty information from Bruce did not specifically state it was Installer related (I have attached that as well), but rather stated it can occur for a variety of reasons and follows what the Inspector noted that the gapping and some of the defects in the boards fall within the manufacturer's tolerances.  We will continue to work through resolution.  

   

   

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2023 we scheduled an estimate with ****** via ******. The estimater came on Saturday I believe it was the 7th. We told home exactly what we wanted. Carpet throughout except a 8x4 foot are in front of the back door, where we wanted lament. About a week later ****** called with the estimate and we went in on January 20th to ensure we would be able to get sales price. When we arrived ***** with ****** realized the measurements were wrong for the lament. We had to reschedule the estimator to come back which would be after the sale, Lowes stood by the sales price. Feb 4th ****** came back out remeasured. We’d decided by then to only do carpet throughout. Feb 22 they called and scheduled the installation on March 1st. They installed but not before ripping my closet doors down and breaking the knobs the run on the rail at the top. This was on 3 doors! They scraped my brand new doors 2’ up, put a deep scratch in the new trim around front door, as well as slamming the trailer door into our gutters. I asked about the 6 seams in my living room. Which I was told close my blinds to fix it! We were like ok maybe it’ll lay down. When I got the auto text about if I was satisfied I responded red for no. The supervisor called and scheduled an inspection he agreed with my issues and they called to reinstall ALL the carpet after several calls back and forth about the same dye lot. ****** also stated they’d fix all the damage. Rescheduled for April 3rd, the morning of April 3rd Ben the supervisor called they couldn’t find my carpet! He asked who scheduled it I stated ***** at his office. I demanded a refund at this point I was done. I’m disabled and this was the second time I packed my house. **** with ****** called and I told him what happened he refunded my money that day. I contacted ****** on April 4th after left me a voicemail. They now refuse to cover the damage to my house and tried to say it was ****** responsibility. I want reimbursement for the damaged to my house

  

  Business response

  04/13/2023

  We do apologize your experience overall was less than ideal and we acknowledged that we had several opportunities with this install performed by one of our Sub Contractor's.  I feel this BBB complaint is not justified as we were prepared and had the ball in motion to address all the issues.  I am not sure who would have told you to close your blinds to fix the issues with the seams, that is not how we operate.  We communicated with you throughout the process, on a couple of occasions and you chose to be rude and used curse words with our Team as we were being diligent and taking full ownership and preparing to re-install your flooring and address the issues.   There were some misses with communication on the re-order of the carpeting, but ultimately, we had every intention of addressing the issues.  At the end of the day, you requested and received a full refund and signed a release of claims which released us from any obligation to fix or address anything.  Your contract is with ****** and the signing of that *** pertains to anything you are saying is damaged with your home as a result of the install.  I did not attach that release of claims but can forward to the BBB or yourself to review.

  Customer response

  04/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I signed a release with ****** not you and I spoke with one of the store managers **** who clearly stated that the damage is your responsibility not ****** that is your business to fix the damage your employee’s caused. 
  

  As far as cussing you that’s a clear lie! I recorded the conversations and I NEVER ONCE CUSSED YOU! I did become extremely upset and said so and I could no longer speak to the lady on the phone and asked to be called later in the day! I repeatedly told you I was disabled and unable to keep packing and unpacking my home. You are an unprofessional company that will lie in order to not pay the damage you caused. I don’t understand why my refund in your opinion has anything to do with reimbursement for damage. I was called the morning of the second install and told you couldn’t locate my carpet and would to reschedule AGAIN. This was unacceptable and I wasn’t dealing with you any longer. The employee that told me to close my blinds was the shorter of the two men here that day  

   

   

  
  Sincerely,
  
  ******* *****

  

  Business response

  04/14/2023

  I have attached the *** that the Cx signed and it clearly states it releases us of any further obligation.  We had every intent to fix the issues, but instead you didn't allow us to and we were charged the $3200 that you were refunded.  Your contract is with ****** not ****** ********.   

  (BBB I want to make sure the document I attached is not able to be viewed publicly but shared to satisfy the complaint.)

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Everything went really well with the scheduling process, but as soon as it was time for demo and install, it went down hill quickly. This was scheduled through *****. They were set to arrive on 01/30 at 8AM. At 11AM we reached out and were informed that they had double booked. We explained we were pressed on deadlines for cabinets, and were flexible, but we needed to know when they could reschedule, but it needed to be prior to 02/03. They agreed that they would come out on 02/01 at 8AM. It would be a crew from another city, but they were good. On 02/01, no call/no show at 8AM. At around 11:30AM I received a call saying they would arrive at 2PM. I was concerned that this was a late time to demo, but they confirmed all of it could be done within 3-4 hours. At 1:50PM I received another call letting me know they'd be arriving at 4PM. At this point, I was very concerned, as we live in the home where the demo is taking place. I called ***** and asked if I had other options: this or a refund. I should have taken the refund. At 5:17PM they showed up to begin the demo. They planned on doing both rooms (a total of 400 square feet), but you could tell they were nervous on the timeframe. We said the kitchen is a priority, but we don't want people in the home past 9 PM. Our text message from them previously stated "They'll be there at 4:30 and it shouldn't take more than 1.5 hours". They immediately started the demo without putting up a tarp or covering anything, and within 15 minutes every room in our finished home was covered in dust and powder from the tile. We at that point asked that they put up a tarp, and they did. I'm currently working with ***** to ensure we pay for the demo in the kitchen, but am asking for a refund on the install and basement demo. This was a very confusing experience, but after reading reviews and complaints, I shouldn't have made the mistake of trusting ***** to hire a contractor. We only want a refund for services not rendered.

  

  Business response

  02/02/2023

  We do apologize your experience was less than satisfactory and we too are disappointed at the end result with us not completing your project as expected along with some other opportunities we spoke about when the Team was in your home.  I also want to apologize for putting you and your family in a situation where you had to deal with disruptions going late into the evening.  We discussed the chain of events internally with the Management Team from start to finish, identifying the opportunities and discussing what we need to do in the future to avoid repeating situations like this.  Your concerns and expectations with the time frames on when the installers were showing up to get the project completed with no issue are completely justified as I can't explain why it would have been communicated to you the way it was.    We should have done a better job elevating it internally with additional visibility as we may have made some different decisions and had different conversation.  We are committed to continuing to improve on our opportunities and take this and all feedback seriously.  Our Teams install approx 400 projects per week with great success and great customer satisfaction.  Unfortunately, we have projects that we have opportunities on and will continue to work to minimize those.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marc's flooring was contracted by Lowes to install carpet that we purchased through the store. The first installation was done so poorly that we had to reorder carpet and have it installed again. During the 1st install, Marc's installers damaged 3 of the 5 pieces of furniture in our tv room. We contacted lowes and they advised not filing a claim with Marc's until after the problem was fixed. After they reinstalled the carpet we filed the claim for the damaged furniture and after requesting photos, Marc's has not responded since. They keep referring us to Lowes who is unwilling/unable to have the furniture repaired or compensate us for the damage. Marc's has not acted in good faith. I have requested to file a claim on their insurance and Lowes and Marc's have not responded to my requests.

  

  Business response

  10/25/2022

  I apologize you have had an experience that doesn't live up to your or our expectations and appreciate you bringing it to our attention.  We take all issues that don't live up to expectations seriously.  We did send an Installation Manager out and reviewed the situation with the carpet and addressed that.  There are some questions that remain unanswered on our side with the information on the furniture damage.  That may be part of the opportunity in the lag in the responsiveness or final resolution.  We will be contacting you to set up another inspection by our Install Manager to gather further relevant details regarding the damage.

  Customer response

  11/02/2022

  The company came out last week to assess the damage but we have not heard anything since then.

  

  Business response

  11/02/2022

  Our Install Manager met with the customer on Oct 28th to assess the situation.  We have been working the last few days internally on the details of the situation.  There are some gaps in the information, communication and some opportunity we had with timely follow up.  There are some unanswered questions that we can't point definitively to how certain damages happened.  We have been in contact with Lowe's Installation Support Team to reach out to the customer with the resolution.  That should be happening on Nov 2nd or Nov 3rd.

  

  Business response

  11/14/2022

  As of 11/8/22 Lowe's reached out to you and you accepted the resolution that was proposed.  Again, we apologize for the back and forth and the time it took to get your concerns resolved.  We have taken some details from this situation and are applying to future situations to prevent the frustration you experienced and to prevent similar reoccurences.

  Customer response

  11/28/2022

  I submitted the form several days to a week ago that the company requested stating that I could not discuss or review the experience if I wanted any compensation.  Since the alternative was nothing I decided to sign it.  Since then I have received no communication from them

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carpet came in on May 23rd. Marc's Flooring called and said they could install on June 24th at the earliest. On June 23rd at 10:46AM, I received a confirmation text that they would be there the next day. That evening when I got home from work, I begun moving things out of the bedrooms so that they would be ready for carpet installation the next day. I received a phone call at 5:59PM stating that the installer would not be there to install the carpet the next day and that they did not have a reschedule date at this time. the morning of June 24th, I called and got the runaround from a lady stating she was the one that called me the night before but she couldn't schedule me. She first refused to give me the number to the office that schedules installation. Finally, she gave me the phone number, but they have yet to answer the phone or call me back regarding the multiple messages I've left. I have already paid $1400 dollars for the carpet and this is unacceptable customer service. Weeks ago, my husband took off of work for today so that is a loss of income that needs to be compensated for. He works for the postal service, so his sub was already scheduled to work for him and he can't start work during the middle of a shift. I expect a call or something from the business to get this rescheduled very soon. I will take this issue as far as I need to. I've seen nothing but awful reviews regarding Marc's Flooring and don't believe they should be able to continue doing this to people.

  

  Business response

  06/27/2022

  I do apologize for the frustration around your installation experience.  It has been elevated to the management team and we are working through our processes that led to the situation getting to where it is.  We had unforeseen circumstances with our employee installer that came up that impacted your previous schedule date.  That employee installer is no longer with our company.  Our VP of Operations has been in direct contact with you to re-schedule your installation for June 28th which our next first available opportunity for this area.  We are still trying to work your installation up in the schedule based on our resource availability and it is currently on the top of our list to try and accommodate an earlier date.  We have provided you Lowe's Installation Support Team contact information to further discuss any compensation once your job is complete.  We are actively addressing internal communication that led to some of the frustrations and us not meeting yours or our expectations.  Again, we apologize for the inconveniences this caused.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is the 2nd carpet install that they have messed up and it will be the last. yesterday was the carpet install that was a disaster. 5 walls were mangled beyond the "normal" scratches that happen, a refinished bathroom floor was scratched up (after I told them NOT to go into any of the bathrooms and that is why the doors were closed to them but I was completely ignored but than again it does not help that none of them speak english) my brand new toilets were used and none of them have water going to them yet and I told ****s do NOT send and installers that will not hang the doors back up. NOT one door was hung back up just like the last house I just rehabbed. the only one that spoke any english that listened to nothing I said told me that the doors won't fit with the new carpet. LAZY LIARS. That is exactly what I was told on the last house and every door fit. This company is a disgrace!

  

  Business response

  02/16/2022

  We completed a carpet install for 2/11.  ****'s contacted us 2/12 and issued a work order with customer concerns following her install.  Her concerns consisted of doors not hung, paint damage, tub and tile damaged in the bathroom.  Our Regional Field manager was out 2/16 and completed an inspection at this job site. When he was on site, the customer would not allow him in the bathroom to verify any damages to the tile or tub. The customer told our manager that she had painted the tile and the tub.  With the walls, tile and tub all being freshly painted, we are not responsible for how they cure.  I have attached our disclaimers that are sent with each measure to ****'s that states expectations for paint and conditions (10 & 12).  At the time of inspection, the customer still has no HVAC, which means there is no climate control and the paint curing for at least a week expectation would need to be longer than that and even longer with the colder temperatures.  Paint needs an environment of at least 50 degrees to cure properly and the temperature the day of the install was a high of 30 and low of 19.  The paint is not cured properly on the walls, tub or bathroom floor, therefore is not the responsibility of Marc's Flooring.  

  In regards to the doors not being rehung, our install manager rehung 2 of the ones that we removed at the time of the install.  However, due to the change in height with her new carpet/pad, the doors are dragging and will need to be cut.  This is an additional charge that can be added on with ****'s if the customer would like to complete a change order to her contract.  The installer did not rehang the doors because all of them will need to be cut like 2 that the install manager rehung.  The other doors that the customer is referring to were not removed by the installer.  They were removed prior to our installer arriving.  We would not rehang or do any work with materials that we had not originally removed.  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marks flooring did an installation of my carpet and the workers that they sent looked like bombs and were incompetent I have more than a dozen complaints about a single carpet installation but I know number one complaint is the installers on day two of the insulation stained my carpet that they put down on day one installation brand new carpet! They did a little or nothing to resolve this they fail to call me back or communicate with me about how we’re going to proceed I’ve said from the beginning I want brand new carpet because I paid for brand new carpet if you could call me I will share more details **********

  

  Business response

  02/16/2022

  We completed a carpet install on 12/20 for Mr. *****.  At the time of the install, the customer had a refrigerator present that was not part of our contracted work to remove and replace.  However, in order to keep the job going and provide customer service we took care of moving the refrigerator while we were on site.  In the process of moving the refrigerator, salsa fell out and spilled on the carpet.  We have since hired a professional cleaning company to remove the stain.  On 1/24, that company went out and completed the cleaning.  We received a call from the company that  stated everything went well and the customer was happy with it.  This does not, in any way, void a warranty from the manufacturer.  Manufacturers actually require a professional cleaning once a year to uphold their warranty.  This does not warrant a replacement, but we will schedule an additional inspection with the customer, ****'s management and our field management to verify the stain has been addressed.  In speaking with the professional cleaning company, Mr. ***** had to show them the area where the salsa spilled because there was nothing visible when they walked in.  He informed them that he had been working on the stain and had worked for Service Masters for years in the past.  We will be reaching out to the customer and ****'s today to coordinate the inspection.

  Customer response

  02/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  This account of the carpet I a TOTAL LIE
       I PAID to have the installers move furniture which is IN THE CONTRACT I filled out and signed!!  The. STAIN DID NOT come out!!??. Nor did I state or act.  SATISFIED.  the workers they used do not work there anymore.  I feel they were incompetent and not professional. The total install was botched. I have a claim against Marc’s flooring to replace the carpet. And it’s because of this. They are stating false claims I have called the business for weeks with no response trying to let them make it right. And they are fighting me the whole way.   This is unprofessional and NOW THEY LIE ON TOP OF THIS?????  This going on8 to 9 weeks of trying to get a resolution.  I wouldn’t do business with this company.   Please help in reporting this kinda. Behavior to the proper officials to help ?? stop this company’s less than satisfying job/ experience  Marc’s flooring even tried to make a manufacturer claim. ( which they REJECTED) stating it wa. Installers error.   I been satisfaction please.   Thank you 
      Marc’s
  Sincerely,
  
  *** *****

  

  Business response

  02/17/2022

  With regards to the rejection response, I can understand the confusion for the contracted furniture to move and the appliance that was moved.  However, that is not what we are questioning.  We did move the refrigerator, at no additional charge outside of our contract with the customer or ****'s.  Normal household furniture includes bedroom furniture, couches, tables and any additional normal room furniture.  Appliances are a different category and not an option on a carpet install.  ****'s can provide clarification on the separate charges if necessary.  We are offering as a resolution, which is within our contractual agreement, to validate that the stain has been removed or still present, and if still present, we will proceed with additional resolution steps.  The customer is adding to the delay by not allowing us to coordinate the inspection with our field team and ****'s management to work towards the resolution necessary.  We are still willing to schedule this inspection and if he will reach back out to our office we will coordinate all parties.

  Customer response

  02/17/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  This is about much more than the stain the padding Hass to come up the Carpet Hass to be reinstalled and I want brand new carpet I’ve had my carpet for two months now and it looks like I’ve had it for years I have abnormal wear because subflooring was left under my carpet the stain is right in the middle of the floor and I have many more issues that I’ve wrote two and photograph there’s no need for any more inspections it’s time to act I don’t want another carpet cleaning or anything else to delay I want action if not I’ll take it up with a lawsuit
  
  Sincerely,
  
  *** *****

  

  Business response

  03/02/2022

  We have spoke to the customer since this last response was submitted, and will be replacing the carpet 3/28.  We will also be removing the underlayment that was not taken up during the initial install, changing out the metal transition, and bring pad to address the area where the stain was present as well.  

  Customer response

  03/04/2022

  Complaint: ********
  
  I am rejecting this response because: The job is not complete yet so I don’t know what to expect I’ll have to write back when they complete the job
  
  
  
  Sincerely,
  
  *** *****

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mark's Floor Covering was to install vinyl flooring in our kitchen and breakfast area on 10/29/2021. Two workers arrived at 10:30 a.m.. One spoke fair English, the other spoke only a few words of English. There was a big communication problem. We had paid to have the previous floor removed. The first question was whether we wanted the floor removed or lay the vinyl on top of it. Through some English and many gestures, we were convinced it would be OK to leave the current floor in place IF we could be assured the end result looked good. Another question was if we wanted the tiles stacked or staggered. These were elongated tiles, so they are always staggered. I began to worry. The next question was about the quarter round and where we wanted it. It was obvious it would have to be put around the periphery since there were gaps around all the edges. Ultimately, they ran out of quarter round and said they would be back at 8 a.m. the next day to complete the job. No one came. I called Mark's Flooring and was told someone would "reach out" to us. No response from them yet. Other concerns: around noon, a woman entered our house without knocking or ringing the door bell. She was bringing lunch to the workers. They stood in the kitchen and ate their lunch. The one worker that was installing the floor left for about an hour to get an air gun to put in the quarter-round. That left the non-English speaking partner in my kitchen with nothing to do. After an awkward period of time, he finally went outside to wait for his friend. They did sweep before they left but left enough dust and particles on the floor I had to sweep, vacuum and wash the floor. They did ask if I wanted the furniture moved back in off the back porch, but since they were coming back the next day, I said it was OK to leave it there. Since they did not show up the next day, I had to move the furniture back in by myself. I went to Lowe's 3 x to intervene with Mark's but still no response

  

  Business response

  11/09/2021

  Thank you for reaching out to us and giving MFSI the opportunity to address the concerns with your project.  I have been made aware that our team is actively working with you on solving the concerns with the installation and will continue to work thru the opportunity to bring the installation to your satisfaction.  

   

  Our installation manager has given a full breakdown of repairs needed and we will be working with Lowe's to ensure the product is ordered and once received will ensure prompt scheduling and resolution.  Thank you again and we look forward to resolving this for you.

   

  Thanks,

   

  MFSI

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased tile flooring & install from Lowe's for 4 rooms. Marc's Flooring was slated to do the job. All of our contact was with Marc's. On the install day, Hardwood Pro Flooring, a contractor whose name had never been mentioned was at my door with 2 installers ready to go. The install manager spoke English, but neither of the installers did. The language barrier was a problem. The project was scheduled for 3 days and I took off of work to be on site. Job took 5 days. Tile didn't even start until day 4, for which I was not home since I used my PTO. Day 5, installer left. The job was Incomplete and terrible quality, especially when it came to the finishing touches like the grout and baseboards. Spoke with the install manager from Hardwood Pro, he came to look, said he'd send out another installer and fix all of the issues. The second time was much worse. Non standard practices to fix grout, even worse baseboards, etc. Contacted Lowe's who said they would contact Marc's and Marc's would contact me. Never happened. I kept having to call both Lowe's and Marc's to get resolution. Finally after 12 calls to both Lowe's and Marc's requesting an install manager to survey the work, one did come to assess. He agreed it was shoddy work, said he'd come up with a plan and call me back. My one stipulation was that Hardwood Pro Flooring would NOT return. He agreed. Week and a half later, nothing. I called Lowe's who contacted Marc's while I was on the phone. I had to insist someone come spend the day when they wanted spend 2 hours. I took yet another day off to be present, and yet again, Hardwood Pro Flooring came out. I called to complain and the install manager said he would call me back and even come by to ensure job was done correctly. No call no visit, still issues. Extra meetings with Hardwood Pro and Marc's have cost me dock days, nothing has been professional, the work has been sub-par and sloppy. This has been a 1.5 month ordeal. I have been patient but am so frustrated.

  

  Business response

  11/03/2021

  Good Morning,

   

  We apologize for your experience and look forward to working with you to get this corrected.  I have been made aware that our Regional Manager was present at your home yesterday (11/2/2021) to review the concerns still remaining and our internal team will be reaching out to schedule/resolve the remaining issues with the installation promptly.  We look forward to promptly resolving the concerns and thank you for your business.  

  Thank you,

   

  MFSI

*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. ↩