ComplaintsforFloor Coverings International Cleveland West

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I reached out to get a quote for replacing a few bad luxury vinyl floor boards in our house. We had all of the flooring in our house except for two upstairs bedrooms replaced/covered with luxury vinyl planks by this company around 3 years ago. There are planks that are peeling up, tenting, and separating. Despite quality LVP (luxury vinyl plank) that we paid for being touted for its long lasting durability, this clearly hasn’t been the case. We scheduled a consult for the faulty boards, and were outwardly willing to pay to have these specific boards replaced no problem, and have since been ghosted by this company. A gentleman named **** came out over 3 weeks ago on Thursday, May 2nd. We were told we should potentially replace the entire room on the premise that normal and standard dining room chairs and table didn’t have felt pads on the bottom, causing the entire room to have tenting lvp, with 3-4 boards actually peeling up and out of its positioning. We aren’t some commercial building or high traffic facility with excess wear and tear. Just a small 3 person family happy to invest in a lasting and quality product. Additionally, the guy who came out, ****, said color matching would be a problem if we elected to only replace the 4 most problematic boards instead of the whole room. Regardless, he said he would report back with an estimate for replacement options within a week. I emailed the same individuals who were on the original thread on 5/14 asking if an estimate was available after not hearing anything back. I have received no contact or response whatsoever. It has now been 3.5 weeks since the initial consult and we have heard nothing. Nothing from the receptionist ****, the man who came to look at the problem, ****, and nothing from the owner, ****. Seems like if it’s not a big money job, they want nothing to do with it even if it is their original work. I just want to preserve and prevent further problems on something we invested so much in.

  Business response

  06/18/2024

  On June 5, we replaced the flooring in the entire dining room.  Replacing the entire room as opposed to just the affected areas was the best way to ensure a visually and structurally sound result.  The replacement (materials and labor) was done at no cost to the customer. Since replacement, we’ve verified that the customer is happy with the work completed.

  Customer response

  06/20/2024

  [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:

  The company did reach out and explained/apologized for not responding. They were extremely professional and ended up going above and beyond what was initially asked for to fix the issue. When **** came back out, he even recognized and assured another smaller problem on one of the stairs was fixed as well. 
  
  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

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the time of the installation we came home to scratched floors from the plastic furniture movers the company used. Left behind was the glue to lay the floor found on my walls and baseboards. Also on my walls was the the floor stripper. the salesman hit my car which insurance had to get involved. All trash was left in a bad outside our house. The transition strip is already being pulled up. I have called them to replace several planks right after the install and was told that the scratches were impossible because the materials are commercial grade. I was also told that I had to buy all the materials left because they will not carry it anymore and glad I did because I have another 15 planks to replace. This has only been 7 months now for “commercial grade” products. The quality of the materials are very poor!

  Business response

  05/13/2022

  1)After being made aware of the scratches and remaining adhesive spots, we sent a technician to replace scratched planks and clean up any areas.  It was our understanding that this was done completely and to the customer’s satisfaction.  If this is not the case, we’d be happy to send somebody back to address these issues.
  2)The customer’s vehicle was hit unintentionally.  It was our understanding that this was handled through insurance and resolved.
  3)It is our expectation that our installers clean up after themselves and remove all garbage and materials when they leave.  We’re sorry this did not happen in this case.  This installer no longer works for us.
  4)We were not aware of an issue with the transition: this is covered under our labor warranty, and we’d be happy to send a technician to re-install this in an alternate manner so that it doesn’t recur.
  5)Our products are backed by the manufacturer’s warranty: If the floor is continuing to scratch we can submit a claim and send a piece to the manufacturer for testing.  We have already notified the manufacturer and they are willing to test a piece for us.  Attached is a copy of the manufacturer's product info sheet noting the 7 year commercial warranty referenced by us concerning the product performance.
  
  

  Customer response

  05/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The flooring sold to us, by ****, was not what we needed at all and we told **** EXACTLY what we needed considering we are a younger couple and that we will always have animals. We would like new flooring that is actually going to withstand living on it. We paid almost $7,000.00 for flooring that didn't even last a year. That's unacceptable. We will be more than happy to submit a piece of flooring to the manufacturer but we would also like a an owner to come out to our house and move our litter box across the floor, or roll the vacuum on the floor. All things that you should be able to do on flooring. I understand not being able to slide the furniture across the floor but a litter box is a bit unacceptable. I am very upset because this isn't even the floor we originally chose but I feel it's more of let's dump it on these "kids" and tell them it's "cheaper and even better" that what we originally chose. I love the idea of this floor, the color and idea but again I feel like we were dumped this and lied to. 
  
  Regards,
  
  ******** *****
  
  
  
  
   

  Business response

  06/02/2022

  We have been in touch with the consumer, and are in the process of filing a quality claim with flooring manufacturer.

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