Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to the Michael's Flooring Outlet in *********** on 8/24/24 to purchase carpeting for my home. I selected the carpet and received a quote from *** ********, subject to having them measure the actual rooms. I paid them $60.00 for a non-refundable measurement fee. The measurements were subsequently taken and I returned to the store to complete the purchase. I signed a contract 9/21/24 with ********* Flooring to carpet the living room, dining room and 3 bedrooms of my home for a total of $6,301.35. They requested a deposit of $5,000 which I paid by credit card on 9/21/24. The installers arrived on 11/6/24 with the carpeting and immediately discovered that there was a mistake in the measurements and they were missing carpeting for one of the bedrooms. *** ******** called me and assured me there was enough carpeting to complete the job. However, it was later discovered that she was wrong and in fact they had made a mistake, but she assured me they would get it taken care of. Later she advised me that they could carpet the last bedroom for an additional cost of over $1,300. I told her that I had a contract to carpet 3 bedrooms, the living room and dining room for $6,301.35 and did not see why I should pay more for their mistake. She had the Sales Manager named ***** contact me the next day and he said they could do the rest of the work for $1,031.14 but that was the best they could do. I reluctantly agreed to move forward. They sent me a charge approval for $2,332.49 covering the balance from the original quote plus the additional $1,013.14. I called to tell them I would approve them charging my card for the balance due of $1,301.35 for the completed work and advised them they could charge my card for the final room when the work was completed. I spoke to ***** and he refused to do this. I explained that if they had quoted this properly to begin with, I would have paid $5,000 down and the balance upon completion. They still refused to proceed.

  

  Business response

  11/13/2024

  Hi all in BBB world of great customers, our customer was correct on all accounts, I am sorry for my company's issues and after 31 years we still make errors and bad decisions.

  But great thing is got with customer they are getting what they deserve, and we are being able to talk about how we are in agreement, got the extra room added on for the customer at no charge which is a huge savings for our customer. Which in the end is what counts.

  Extra room ordered and will be installing as soon as we get our hands on it

  Thank you BBB for helping us all out.

   

  Customer response

  11/14/2024

  I spoke with ******* ******** on November 12th and he was apologetic for their mistake.  He assured me they would take care of the problem at no additional cost to me.  I appreciate their willingness to do this and am waiting on a follow-up call to let me know when they will be able to install the carpeting in the bedroom that was missed.  I will happy to close the claim once the work is completed. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/16/23 we contracted with Michaels Flooring to install 1 room of carpet and sheet vinyl in a kitchen, hallway and entry hall. We were told they could lay the sheet vinyl over the existing ceramic tile. They would put floor leveler over the ceramic. We paid $2725.00 as a down payment for the carpet and flooring. The week of 7/17/23 the installers laid the flooring. On 7/21/23 we paid $3041.95 for the remaining balance. After the install was complete I noticed waves under the tile in the kitchen and entry hall. In addition the installer did not complete the install of the moulding. I contacted *** at Michaels Flooring and the installer came back out to complete that. After a short period of time I noticed the wavy flooring was getting worse. After numerous emails to *** she had the installers come back out to check the flooring. We were told by the installer that the ceramic tile under the sheet vinyl was bad and that's what caused the waves. At no time did anyone tell us that we could experience this problem. We were told a floor leveling compound would level the floor. The installer insisted it was not an install problem but a bad surface they laid the sheet vinyl over. The company has not offered any resolution to this problem.

  

  Business response

  09/28/2023

  Dear BBB Representative,

  Upon notification of this complaint, Michaels Flooring Outlet has dispatched our Installation Manager, *********************, to contact ********************************** and subsequently went out to **** ************ in ******, ** ***** to assess the customers cocncerns. ***** oversees and processes our product Claims, and/or Warranty and Repairs Claims. Michaels Flooring Outlet has determined and notified the customer of our intent to remedy her ******************** concerns by reinstalling new sheet vinyl in the customers Kitchen, Breakfast area, Hallway and Laundry Room. How we will achieve this has yet to be determined as we are researching with our venders: - Contacted ********, the distributors of the Mannington sheet vinyl, for discussion and recommendations on the best way to address the customers concerns of seeing a wavy floor. - Contacted *******, the distributor of our leveling compounds, to get recommendations on the best solution for this customers specific situation. - Michaels intends to emboss the floor with a different leveling compound and apply new sheet vinyl. We are very sorry that the customer is experiencing this with her new floors and we intend to address the customers complaint and make things right for the customer.

  Sincerely,

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

  Michaels Flooring Outlet

  Customer response

  10/06/2023

  This issue has not been resolved. We are still waiting for a replacement flooring to be performed

   

  

  Business response

  11/09/2023

  Please find below the most recent communication with this customer after setting their expectations that we intend to replace the customer's sheet vinyl job after the Thanksgiving holiday and most likely in mid-December when the product becomes available.  

  
  

  
  

  
  

  Regards, 

  
  *********************;

  Michael's Flooring Outlet

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

  ************** Main
  **************

  Igotfloored.com

  
  

  ---

  From: ********************* <*******************************>
  

   

  Hello ******,

  
  Thank you for your email, I hope this reply finds you both well.

  
  So, a couple of things that are preventing us from providing you with a confirmed replacement installation date, as of today.   Our distributor has informed us that the replacement sheet vinyl has a future product date of 11-16-2023 with a best-case turnaround time to *******'s of approximately 11-30-23.   Previously verified stock of the Lvs Gold 12' Mannington Sheet Vinyl in the color Havan Smoked Habanero, has since been depleted.  I believe this is why it was communicated to you that we would be looking at a replacement time period after the Thanksgiving Holiday.  Secondly, we are looking at individual installer schedules.  If I may simply be direct, would you and ********************** have any problems with ***** & **** from JV Floors doing the replacement?  ***** has insinuated that this may be a concern, but I would like to hear if from you personally.  I recognize the feedback you provided regarding the timeliness of their previous arrival to start the project.  I am confident that they will remain professional and want to assist in making this right for you both.  We would be looking at a several day replacement process.  I would set your expectations and estimate a total of approx. 3-5 days.    

  
  I am happy to try and provide you with a tentative date, but just understand that until we have all of the replacement products, we just can't confirm.  I am sorry if you feel this is part of a run around.  This is not our intent.   Realistically, I would say the earliest tentative date would be the week of Dec. 11th.  Would you like me to request a preferred week for replacement?  Please advise.   

  
  

  
  

  Regards, 

  
  *********************;

  Michael's Flooring Outlet

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

  ************** Main
  **************

  Igotfloored.com

  
  

  ---

  From: ******************************* <******************>
  Sent: Thursday, November 2, 2023 11:54 AM
  To: ********************* <*******************************>
  Subject: Flooring replacement

   

  Hi *****. I got a phone call from ******************* week about not being able to do our replacement until after Thanksgiving. I wonder why we can't be placed on the schedule so we will have a better idea when this will be done. I'm sure the fact that you already have our money and are doing jobs you still can get paid for are part of this run around. I have a strong feeling that by delaying our problem your company will never fix it. Please let me know if a date can be set up.
  
  

  Sent from Yahoo Mail on Android

  Customer response

  11/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flooring was installed in February of 2012. The ********* ***** that were installed come with a Lifetime Limited Warranty that covers discoloration. The original price paid was $2998.27. A Michael's representative accompanied by an ********* representative inspected the floor because of significant discoloration. New replacement tiles show a stark contrast to the original tiles as did a tile leftover from the original installation. Months after the inspection I was advised that ********* had ruled that the tiles weren't defective. This information was not provided to me by either Michael's or ********* until I requested to know the status. i was ultimately provided a copy of *********'s letter dated three months prior. *********'s is stating that there was nothing defective with their tiles. Which only leaves two possible reasons for the tiles to have discolored. The first would be the homeowner's care. This was never suggested by either Michael's or by *********. The reason being that the manufacture's cleaning protocols were always followed. When periodic deeper cleanings were needed we used the cleaning company recommended by Michael's. So the only remaining reason for the tiles to have badly discolored and that rendered the lifetime warranty invalid would be improper installation. Michael's maintains that their installation warranty is only provided for 2 years. It is my understanding that there is an 'implied' warranty that coexists with the lifetime warranty of the flooring. It is my belief and it must also be *********'s belief that the badly discolored flooring resulted from improper installation. At this point the only way to insure a problem free floor would be to remove the existing tiles and properly install a new floor.

  

  Business response

  04/17/2023

  Dear BBB Representative,

  Please find attached the following:

  • Copy of the BBB Complaint #*********
  • An email from the customer to ***** ***** who is a Michael's Flooring Outlet associate that works with our claims and warranty repairs.   
  • A declination letter dated January 3, 2023, from our distributor of the ********* product in question.  It was determined that there was not a manufacturer defect, therefore the claim with ********* was denied.
  • PDF of Email dated 3-31-2023 that was sent in response to the customer's email dated 3-23-2023.  (disregard non-PDF attachment)

  The customer filed a product claim directly with ********* unbeknownst to Michael's Flooring Outlet for a product he purchased, and we installed back in February of 2012.  We communicated that our 2-year labor warranty on installations through Michael's Flooring Outlet, has long expired.  This was unacceptable to the customer.  We received a copy of the declination letter from ******, our distributor of ********* products.  We were told by our distributor that the customer was also provided with this letter; the customer stated they never received it.  As a courtesy, we provided a copy of the attached declination letter.  

  We tried to explain that ********* filed bankruptcy last year and our understanding is that claims needed to be submitted prior to an Aug/Sept 2022 deadline.  The customer engaged us with their concerns in December of 2022.  We were prompt in trying to advocate on the customer's behalf through our distributor, but his materials claim was denied.  Although unfortunate, Michael's Flooring Outlet does not warranty products or labor installations from over 11 years ago.  This was a product claim through the manufacturer that we tried to assist the customer with, not a labor installation claim which we only cover for 2 years.  

  Please advise us of the status of this complaint after you have had an opportunity to review this.  Additionally, let me know if you need any other documentation or have any questions.  Thank you for your time and consideration.

  Regards, 

  ***** *****

  Michael's Flooring Outlet

  Customer response

  04/17/2023

  Complaint: ********
  I am rejecting this response because: The merchant has not responded to the fundamental issue. That being that their installation voided a lifetime warranty and cause our flooring to badly discolor. The merchant has repeatedly stated that the flooring manufacturer has filed for bankruptcy.. Yet that situation has no bearing on my case?  My claim is against the company that sold and installed the product.   "The inspection did not reveal any manufacturing defects with the material. This does not fall under the warranty. There is no manufacturing defect and
  therefore the claim is denied'."    The letter is clearly stating that the product is not at fault.  Had they not filed for bankruptcy they still wouldn't have accepted the claim.   It's unclear to me why they keep making this point? The flooring they installed has experienced serious discoloration. No party has denied that the tile has experienced severe discoloration.  As previously claimed the only possible explanation for the discoloration is improper installation. The merchant has stated that they believe that their warranty on the installation is limited to two years. I believe it is implied in the purchase of a product with a lifetime warranty.  That the installation will not void that lifetime warranty.   That warranty has clearly been voided as the manufacturer has stated they are not responsible for the discoloration in their flooring.  In summary the floor failed.  It appears to have failed because of improper installation. What value is a lifetime warranty if that warranty can't be enforced after two years? 

   Sincerely,  ******* *********

*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. ↩