ComplaintsforAvalon Flooring

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon. I am hoping you can assist, or direct me in the correct direction for assistance. Avalon has done a lot of work in my home, but your installer laid a tile floor in 2023, and I am unable to open one of two doors, due to them building up the floor too much. The second door is only able to open 75%.Ive been dealing with *********** at the *********, ** store, and ******* at your install **** in *******, **, with no luck and Im quickly getting the sense they are giving me the run around.To date, Ive submitted videos, they had one of your men coming out to give an estimate and see what the issue is, yet that still isnt satisfactory. Today I was informed ********************* want to come out, in addition to all that was submitted.I would truly appreciate your assistance with getting this resolved.Thanking you in advance ********************************* ************************************************************************************************ ************

  

  Business response

  03/06/2024

  Our VP of ********************** ***********************, spoke with the customer on Monday, March 5th.  ******* informed the customer that ********************* would come out to the home.  The agreed upon date for the customer was Tuesday, March 12th.  *** also emailed the customer with this information, and provided the times in which he is available.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/22/24 at 16:37 PM an order for Coretec flooring was placed for me by ******* at the ********** ** Avalon Flooring store located at **********************************. I was contacted via text by ******* on 2/23/2024 at 12:15 that the flooring selected was back ordered and isn't available until June. My husband and I went to the store later in the day on the 23rd to make another selection and was not able to find a color that we liked. We asked ******* about getting our check back and was assured that he would take care of it. On Monday evening we noticed that the check was indeed cashed and cleared on the 2/26/2024. We texted ******* and was told that we would need to wait 5-7 work days for a new check to be issued and mailed to us. I'm not trusting that this is the case. The original check should have been returned so that we could destroy it. I contacted ******* via text this AM stating that I wanted my money returned by Friday, March 1. and have not received a response. *************************

  

  Business response

  02/29/2024

  The customer's check was cut on 2/28/24.  The customer was contacted on 2/29/24 and informed that the check was available for pick-up at our ********** location. The customer plans on picking it up today (2/29/24).

  Customer response

  02/29/2024

  [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 is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered tiles for a bathroom remodel early May of this year from the *********** location of Avalon Flooring. Turned out the sales lady (*********************) ordered less than what the dimensions we gave her required. My contractor discovered this shortfall mid way through the remodeling and we then were left with no choice but to backorder the rest of the tiles in early June.***** initially advised an end of July arrival of the backorder. Towards the end of July, upon me reaching out, she revised the eta to end of September.I checked with her again today to confirm the end of Sep eta, only for her to now advise an eta of Oct 20.It's worth noting that I've always had to be the one to check in with ***** regarding eta status. She has never proactively reached out to me to notify me of the status of things, even when eta has drastically changed.Due to Avalon dropping the ball, the bathroom remodel that should have been completed early ***** is still in limbo with no end in sight as to its completion date. I had to delay my move into the house by over 2 months based on the initial advise of an end of July eta.When the eta was then revised to end of Sep, I was left with no choice but to move in to a house with an uncompleted bathroom.To date, Avalon has made no attempt to acknowledge the impact of these extensive delays to me.

  

  Business response

  09/20/2023

  Avalon Flooring never provides measurements and/or quantities for cash and carry (non installed) orders. We only order the quantities provided by the customer.
  
  Our terms and conditions, that are printed on every receipt state:
  
  "6. To ensure you have the proper amount of material for your installation, please review items such as: seam placement, product coverage and waste with your installer prior to ordering.  Final ordered amounts are the responsibility of the customer.  ******************** cannot provide order quantities for jobs that are not physically measured and installed by Avalon Flooring".
  
  For this order the tile , vanities, and flooring were placed on order ****** on 5/11/23 for client Connection Property- they are the customer. Moisola is the end user and not *********************** customer.
  
  Tile and Vanities ordered as per contractor (Connection Property) measurements and delivered at no charge on or about 6/1. This order included 88 sheets of Ibla Herringbone mosaics which are the materials this complaint is about.
  
  Informed on 6/16/23 additional tiles still needed . Paced order ****** for 100 sheets of Ibla Herringbone mosaics per our customer Connection Property.
  
  ********************* Informed both Connection Property and the end user of the backorder after the order was placed. At that point the *** was late July. Additional delays were communicated via email and phone calls when we were informed by the supplier.
  
  The current *** on this material from overseas is 10/13.There is no other place in ***************** to get this. The only other option would be to air freight it from ***** and the quote we got today for this air freight is $1,700.
  
  There were also several other ordering/quantity mistakes from the contractor on this order that we took care of as customer service gestures. We took back special order non returntable material, extended them special pricing on stair treads where the incorrect sizing was provided and gave several free deliveries. 

  Customer response

  09/20/2023

  
  Complaint: 20588787
  
  I am rejecting this response because:
  Avalon made a couple of false representations in their response.

  First was that the Sales rep kept me updated via calls and emails on status of the delays. The sales rep never initiated any proactive communications with me in this regard. I had to be the one constantly calling, emailing and texting to ask for status updates, even though I had pleaded with the rep a couple of times to keep me directly posted. It got to the point that I felt very uncomfortable with the constant calls and emails I had to be placing in order to get the rep to keep me informed.

  This by far has been my worst customer service experience anywhere and for Avalon to stand by this experience, it's simply unbelievable.

  Second false representation is that they offered me special pricing for the additional step treads I ordered. Not only is this blatantly false, but the initial quote that the sales rep provided for the 5 additional steps was for over $3,000. When I expressed the surprise that the initially ordered 11 steps totalled less that $3,000 and now over $3,000 is being quoted for just 5 steps, the sales rep told me she would go back and verify the quote again and get back to me. She subsequently got back to me with the correct quote that turned out to be below $2,000 and in line with what any rational person would expect. And the rep never informed me that the new quote was as a result of some special pricing consideration Avalon decided to extend to me.

  It's actually ironic that Avalon used the additional 5 step treads as an example of how in their opinion, they offered me good service. Within less than 3 days of placing this order that had a 4-week lead time, I was told the order couldn't be canceled when I attempted to because it had gone into production. And even though they claimed the steps went into production immediately after the order was placed, it still took 4 weeks for the 5 steps to be delivered.

  Even after the steps were delivered to their showroom, the rep didn't send me a notification to let me know the steps had arrived, notwithstanding the fact that I still communicated with her 2 days earlier and asked her to please let me know once the steps arrived the showroom. I eventually had to call their customer service and gave them the order number so they could help me check the status and it was then that I was told the steps arrived their showroom days earlier. Out of frustration, I asked the customer service rep if it was customary for the customer to be the one constantly chasing after status updates for their orders. The rep informed me that it was the responsibility of the sales rep to notify the customer right away once an order has arrived and that the rep should have sent me an email notification once those steps arrived the showroom.

  If the sales rep knew she didn't want to be bothered to deal with me directly as the "end user" as ********************** has described me, but only wanted to deal with my realtor that connected me to her, she should have made that clear from the onset and I would then have been able to make the informed decision of whether to proceed with her under such an arrangement or give my business to another sales rep in the store who would have worked with me directly and given me the dignified service that any paying customer would reasonably expect.

  
  Regards,
  
  *********************************

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