ComplaintsforAmerica's Floor Source

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I closed on our home on 7/3/2023 with ***** Homes. Since then we’ve had nothing but issues with the carpet. They had to send multiple people out to check the ****** , make repairs etc. we had stuff stuck under padding, like mudding and drywall that caused lumps. We still have areas with the lumps. After several visits, they replaced parts of the padding. After replacing the padding, they had to comeback because the tape was sticking, they removed the tape and now the ****** is tearing apart. They tried to say it was delaminated. A rep from their store came out on 2/8 and said had nothing to do with pet damage, he was making a report, that the wear and tear they caused has caused our ****** to delaminate, and parts of the seem that they fixed is coming out as well. They are refusing to take accountability for their work. They send people out to do things, then don’t want to take action on fixing it, my ****** is ripping apart from fault of them. Repairs after repairs, taking the tape off and now I get a call from the warranty guy from our builder that we need to contact **** ****** to file a claim for defect carpet… no this isn’t a defect on the ****** this is fault of installation. When they came out to repair the padding they left us with extra carpet, we’ve even asked if they can just put that down, and we were told no. The square that they cut is showing in my living room. This is not a defect and shouldn’t fall on **** the ****** company, this is on them. The seems are noticeable , and has nothing to do with a defect. Many reports were made by reps, and pictures, but now want to put it off as a defect.

  

  Business response

  02/16/2024

  After reviewing the file, we’ve recognized that the pad tape was making noise and this issues has been addressed. Also, The warranty department with *********** requested we file a manufacturer claim. This has been done, but we have not received the report yet.
  
  Here are the notes for our service calls to this home.
  
  7/25/23 - Plastic Pieces found in pad. Small 2x2 Area Replaced
  8/24/24 - 2nd Inspection for hard pieces in pad. ALL pad replaced and mill claim filed
  9/19/23 - 3rd Inspection for "fibers coming out of carpet". Upon inspections this was determined to be caused by a dog. Attempted to patch and cut/reseam one doorway seam. Service Closed.
  1/05/24 - 4th Inspection. Homeowner stating there was tape under carpet. This was found to be pad tape sitting on the tack strip and making a crunching noise. Carpet pulled back, tape cut, and re-installed. Service Closed
  
  I’ve also attached images that show what we saw during the visits.
  The first photo shows the tape is wet or stained when our installer broke the seam. I would guess dog urine or oversaturation of cleaning probably to get dog urine out.
  The second picture shows an area of missing tufts. This does not happen to carpet unless something is either pulling the fibers out or the area stayed so saturated that the carpet is delaminated. 
  
  We will have additional information once we receive the manufacturer report.
  
  Thank you.

  Customer response

  02/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  Manufacturer isn’t the issue, it’s how this carpet was installed and have so many people come in and keep pulling this area up. The repairs made with the seem have caused more issues. You can see the seem cut in the area that they had to repair in the picture how it’s coming apart. Poor quality of work and cheap
  
  Regards,
  
  ******** ******

  

  Business response

  02/23/2024

  The claim report came back, and **** offered a courtesy replacement of the carpet. *****, our Customer Service Manager, gave *********** a number for labor and they were going to circle back with the homeowner.
  
  AFS does not see this as an installation related issue. However, as a courtesy we are offering the material at no cost, but the homeowner will be responsible for the labor. They can discuss these numbers with their builder.

  Thank you. 

  Customer response

  02/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  They want me to pay for labor of 778.00. Absolutely, not. From what I understand, the manufacturing company no longer makes this carpet and that’s why they need to replace the whole carpet.  This is no fault of ours and we should not have to pay for damages caused by this flooring company. We’ve had nothing but issues since we’ve moved in here. The installation was very poor.  We are not paying for the inconvenience they’ve caused us.  The can either replace the carpet with a signed agreement and use the extra carpet that was given to us to fix the area in the living room or they can put the vinyl flooring in the hall and still use the extra carpet to fix the are in living room. Either way this the flooring companies fault and they need to fix it. 
  Regards,
  
  ******** ******

  Customer response

  02/28/2024

  ********
  

  There was no contract . This was a new build. 
  They installed all of this prior to us closing on the 3rd. From that date it’s been nothing but issues with the flooring. 
  it’s not our fault the manufacturer stopped making this carpet. We are not paying for repairs that they caused. 

  Customer response

  02/28/2024

  Sorry about that. Here you go, I attached both Purchases agreement and the Design contract as well. We closed on 7/3/2023. Do you need that too? We have a one year warranty for this flooring. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was selling my house and arranged for new carpet to be installed on the first floor. They said the warranty was transferable. I closed my house at the beginning of August and 2023 and the new owner began having problems with the carpet. I tried to call customer service and the sales person. The new owner has tried to call no one is replying. No one is contacting either one of us. The carpet is pulling away from the wall and where it contacts with kitchen and bathroom flooring and it is severely pilling and shedding.

  

  Business response

  02/06/2024

  Hi,

  We'll take care of it. Erik W*****, our president of retail, should be reaching out to you soon. If you can provide the contact information for new owner, I'll ensure he contacts them to get it resolved. We apologize for the inconvenience. 

  Thank you, 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December, 2022, AFS installed the laminate floor in our newly constructed home. We noticed a shiny line on the edges of numerous boards. We contacted our builder who then contacted AFS. AFS sent one of their employees named "Bubba" to look at the floor. He saw the shiny lines and admitted he had not seen anything like this before. He took several leftover boards back to review. On Feb 9, 2023, the manufacturer acknowledged the issue and sent a letter indicating that the "high reflectivity of the bevels will decrease over time." (There has been no decrease yet.) On March 23, 2023, AFS and the manufacturer sent out their own inspector. After a brief visit, he prepared a report and indicated that the "hardwood flooring displays a white line affect along boards side joint edges." He also performed moisture tests, but did no tests actually measuring the reflectivity. Their "expert" admitted the problem, but yet indicated there was no manufacturing defect. Throughout this time, our builder had been communicating with Kate A**** of AFS. The matter was then escalated to Sam W****. On numerous occasions we requested that he personally come and look at the problem. On May 15, 2023, **** ****** ** **** ****** ******** suggested a product that may help reduce the reflectivity. We could not get verification that the use of the product would not violate any warranties. In mid-May Sam W**** advised our builder that he would come out and look at the floor, as well as have a transition installed that had not been installed. Sam NEVER showed up. On June 13, 2023, an independent professional flooring inspector came to the house. He actually performed lab tests in addition to the field inspection. He found that the gloss at the bevel edges to be "increased significantly." He also found that there were installation issues. Our builder provided this report to Sam W**** shortly after July 6, 2023, but he will not respond. We request that the floor be repaired / replaced.

  

  Business response

  09/11/2023

  America’s Floor Source hired an independent certified inspector and they said nothing was wrong with the floor.
  
  Attached is the inspection report from an NWFA certified inspector that was provided to us by the manufacturer stating there is nothing wrong with the floor or the installation.
  
  Customer hired an inspector that doesn't have all certified that many required by the manufacturer. Customer has not paid for this job yet.

  Customer response

  09/13/2023

  We included the report from AFS’ inspector in our initial complaint. I am not sure why AFS submitted it again. The report states in Section II that the inspector found “white lines” on the edges of the floor planks. In his conclusion he also noted the reflected light on installed boards as well as uninstalled boards. The AFS inspector concluded that there was no defect in the finish, but he did not perform any reflectivity tests. In spite of seeing the visual evidence, he summarily indicates that this is not a defect. I am not certain how he reached that conclusion, other than the fact he was supporting the party that hired him and for whom he regularly works. The only tests he performed at the house were moisture tests and "Flatness of the Floor" tests. There were no lab tests. As to the FLATNESS OF FLOOR TEST, he indicated that the floor was flat to less than 1/16" in “areas checked.”  Note: This is NOT ALL AREAS, only areas he selected to check to support his position. If this reflectivity is not an issue, why on Feb 9, 2023, did the manufacturer send a letter indicating that "high reflectivity of the bevels will decrease over time?” Why on May 15, 2023, did the distributor to AFS send a letter suggesting a product to reduce the level of reflectivity?  I am not sure what AFS means in their statement that the independent inspector (*** *****) that we consulted with “doesn’t have all certified that many required by the manufacturer?” Hallmark, the manufacturer of the floor, apparently respects his credentials sufficiently enough that they have hired him to consult on other flooring issues and perform inspections for them. In addition to his field tests, he sent our flooring material to an independent lab that found a significant variance in the reflectivity – 1.9 points at 20 degrees and 22.1 points at 85 degrees. The gloss range should not deviate by more than 10 points.  AFS’ inspector did not even bother to perform this test. This seems odd not to perform that test since the reflectivity is the issue.  Did he not have it done, because he knew it would be an issue for the company that hired him? In addition, in areas that Mr. Jones inspected, the flatness was 1/8 “ in a 72 inch radius, more than double the tolerance cited by the insect from AFS.  Also, note, the pictures provided prior were supplied by the AFS inspect. I have attached an additional picture. As this is new home construction, a portion of funds is held in retainage since they did not complete the job and install the proper floor transition and this reflectivity issue has been in dispute since January.  Kate A**** passed the matter to her superior, Sam W****. Sam W**** simply does not bother to respond. He did not even show up when he promised to come and inspect the floor as well as install the proper transition. The floor also has squeaks in several areas, and in spite of AFS providing a “No Squeak” warranty for the first year, they have done nothing to remediate that matter either.
  
  Regards,
  **** ******

  

  Business response

  09/26/2023

  We stand by our previous statement. AFS has determined that the independent inspector hired by the homeowner is not properly certified by the National Wood Flooring Association (NWFA) thus we as a company will not be validating his findings. This has been confirmed by the NWFA.

  Customer response

  09/26/2023

  They are refusing to accept facts.  They want to rely only on their "hired gun".  Not only were there defects in the product, there was a defect in the installation.  Their expert did not check all surfaces, only selected areas. Besides failing the gloss level test, the installation also failed the floor flatness test. They improperly installed a defective product and do not want to address the issue.

   Regards,

  
  **** ******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my house in Dec 2018 and carpet installation being done by AFS. Carpet in all installed areas start showing waviness which requires re-stretching. I reached out to AFS for fixing the issue. They asked few pictures and details of the problem. I shared details with them and they came up with a quote 2hrs of service with $258 paid in advance. I make the payment on 04/19/2023. On the scheduled day of service handyman showed up and mentioned with this service we will only do a room not all carpet installed areas. I make a call the customer support to clarify, lady on call mentioned its a mistake we did not quote you for full house but during payment I asked for full service otherwise I would have not make the payment. She said she can only allow service for 2 hrs and if I refuse to take service they will still charge for an hour. I mentioned no one shared about this policy that you will charge for not providing me service or not stating full quote as per my first request. I took a day off from my work and expecting a full service but even after prepay AFS trying to charge me for unexpected bills. Another thing to mention is handyman's who refused to do full service start moving all my furniture which could be damaging on my property while I was requesting them not to do anything as matter was in discussion with customer support.

  

  Business response

  05/02/2023

  Hi ****** - thanks for your feedback. I understand you connected with Michelle from our customer service team and worked things out. Please feel free to contact us anytime.

  Customer response

  05/10/2023

  Description:
  I requested for the carpet re-stretching service for all carpeted area which was installed in Dec 2018 by
  AFS. AFS provided quote and I paid in full advance payment. on the day of service handyman informed
  me the service is not for full house but for one area, after reaching out customer service, they accepted
  they gave me wrong quote and now they charge more for all areas. I asked them to cancel the service
  as my first payment with the full faith of my ask of full area carpet re-stretching. AFS refused to pay me
  full as minimum for 1 hour service they still charge regardless. This service policy also not provided me
  either in written with receipt of payment or on call took my consent for the same.
  Satisfactory Solution:
  I am looking for my full money refund as service has not been provided and need a strict action on the
  business to do the right practice to inform in advance about all service and charges not after charging
  customer for the services. Not sure if I should claim for all this hassle any compensation from the
  business but please suggest for the same.
  

  

  Business response

  05/16/2023

  This was a builder customer that needed their carpet re-stretched after almost 5 years.  They called in to the service department and he said he needed almost his entire house re-stretched.  Then he sent a couple pictures in.  For some reason, service told him it would be two hours labor for $ 250.  The notes were clear about his expectation but the job was scheduled with our service department thinking it was only the Main Bedroom.  When we arrived to do the work, the misunderstanding became apparent.  Our service tech told him we only quoted the one bedroom not the entire house.  He became upset and told them to leave.  We then told him he had to pay for the first hour since we showed up.  That enraged him.  When we looked back through the notes we realized why he was so upset.  At that time, service called him and waived the fee and we apologized for not quoting what he requested.  We also let him know that we would be happy to quote the re-stretch for the entire home if he wanted us to.  He is thinking about it.   

  Customer response

  05/16/2023

  I worked with management and I am ok with the resolution provided by management. No further action is needed from my end.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased carpet and padding (first level, second level, and basement) from ** ******** ****** ****** and paid them to install the materials, move furniture, and remove and dispose of the existing carpet and padding. I was required to pay in full in order to schedule the installation. The job is not complete. The stairs going upstairs still need to be finished. It was put on hold until the installation/materials issue is resolved. The installers brought the carpet into the house with leaves and pine needles on it and they installed the carpet with the outdoor debris still on it so the outdoor debris was trapped underneath the carpet. I contacted ** ******** ****** ****** to discuss the installation/materials issue. They sent the same installers back to my house to attempt to fix their mistake. Unfortunately, more damage was done. When the installers pulled up all of the carpet to attempt to clean the carpet backing, they also damaged some of the padding. In addition, now there is a crackling noise when you step on some areas of the carpet. I contacted ** ******** ****** ****** again to discuss the installation/materials issue and to request to have all carpet and padding replaced or to receive a full refund. ** ******** ****** ****** informed me that they would be willing to make repairs to darkened areas or to have it professionally cleaned. Brand new undamaged materials should not require repair or professional cleaning. Also, their solution doesn’t resolve the damaged padding issue or noise issue. A resolution hasn’t been agreed to yet.

  

  Business response

  12/19/2022

  Hi *** - thank you for providing this information. We're sorry you've experienced these issues, and a manager will be contacting you to discuss further.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased hardwood flooring from the Indianapolis branch of America's Floor Source that was not what I was led to believe by the salesman. I was led to believe that the tongue and groove oak flooring was short boards between one and two feet in length and was assured by the salesman that none of the pieces were less than a foot in length. Each of the boxes purchased were supposed to contain at least 20 square feet of material for a total of 760 square feet of material. I was told that a receipt would be emailed to me which I never received. The boards that were delivered included many boards that were between 8 inches and one foot. Approximately 30 percent of the boards were less than one foot in length rendering them useless for the herringbone pattern they were intended for. The boards also included boards that were severely checked and some even had the tongues broken off or were damaged by a forklift. When I contacted the company the salesman, and then the corporate office, the salesman gave a very different description of the material and tried to claim that many of the defects were features. The company refused a refund and only offered a discount if I wanted to buy more material. After contacting the company, I measured the contents of several boxes finding that they contained less material than advertised. One box contained less than 13 square feet of material when it was advertised and billed as containing 20 square feet. The site also offered a deceptive 3 years interest free financing which the salesman stated would incur a significant fee over the one year interest free financing. My only conclusion is that the salesman either did not use the correct information to make the sale or knowingly lied in order to make the sale. The company still has not sent the receipt as promised.

  

  Business response

  08/31/2022

  Mr. ****** - I'm sorry to hear you've had this experience. We want to resolve this matter for you, and a manager will be contacting you to discuss.

  Customer response

  09/11/2022

  I am rejecting this response because: You assigned the same representative that utterly failed to resolve the issue in the first place.
  
  Regards,
  
  ****** ******

  

  Business response

  09/12/2022

  One of our managers, Craig D*****, has been trying to reach you by phone. He is prepared to resolve the situation - please call him at ###-###-#### to discuss.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have recently reached out to America's floor source multiple times to resolve an issue with my carpeting. I have had an independent installer look at the carpet after America's floor source claims that the matting issue we are observing is not due to a defect. However installer for *** ******** in Sunbury indicated that the nap is severely worn which is indicative of a manufacturer defect. This has been ongoing for the last year or so. The severe wear is in high traffic areas, however, no carpet should wear that much within one year. I have requested to reach out to the manufacturer directly to have them have an inspection. America's floor source will not coordinate this request despite multiple attempts on my part. To me, this appears to be a blatant attempt to save money. Furthermore Pulte homes has been of little to no help in this regard as well. Please reach out for more details. If all emails are needed I can pdf those as well. I did notify this morning I would be contacting the BBB.

  

  Business response

  08/08/2022

  Hi - we would like to help resolve this issue - can we get a copy of the report from the inspector?
  

  Customer response

  08/08/2022

  I accept the business's response to resolve this complaint. A report will be provided and the process will be reviewed per email communications.
  
  Regards,
  
  
  ***** ******* **

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Phase 1, LVP: Foreman yelled the whole time; I lost 2 days of work. The job was far from “professional.” Husband stepped into a bathtub of rusty staples. Our inspection of the work revealed extensive damage to the home/furniture (scratches, gouges), poor work, & gaps in the flooring. Not all got repaired (see below). After 5 of 6 rooms were installed with the LVP, we emailed Tim L*** with 15 issues with the install & put in a cease work order on the next phase. While we were still trying to get resolution to the 15 issues, our financing was charged in full, as if we were satisfied with the work. We had not approved charges to financing. Husband had to raise hell to reverse the charges. Bob W*** started fixing the 15 issues- floor and home. We then agreed to Phase 2, Carpet. This crew was great/no issues. Quiet, efficient, & addressed squeaks in our floor. Moved our stuff and put it back. The house was left clean and undamaged after they were done. We agreed to let the final phase 3, remaining LVP, go in only if Bob W*** ran the crew. Tim L*** agreed & the install was to be 1-20-21. Bob & Tim arrived with the crew, but we were shocked to learn that Tim had scheduled Bob for other work that day, classic bait & switch. Bob left within 20 minutes. In March 2021 our new LVP started cracking in DR. Bob come out to fix it 3-9-21. On 11-13-21 we wrote again: the LVP was cracking in 3 spots. Tim told us it would be fixed 11-29 week & then ghosted us. We followed up. Tim said he would be out on 12-2 but stood us up again. During that time, more flooring cracked. Tim then came with Bob on 12-7-21 & told us we needed an inspector to come. We heard nothing. More pieces moved and broke. We wrote a follow up text on 12-15-21. Tim: "I will look into it." It's been nearly a month; no word. Our floor now has an actual hole and has cracked in 11 new places. Our new LVP floor has failed completely & no reply from AFS. We need our money back to have it replaced. $11,720.58.

  

  Business response

  01/14/2022

  *** ****** has good cause to be upset - her experience certainly does not align with the high standard we strive for, and we deeply regret that her project has been fraught with issues. Her concerns should have been addressed without delay, and a staffing shortage was unfortunately a major contributing factor to the lack of follow through on the part of America's Floor Source.

  The President of our Residential Division contacted *** ****** directly today. He of course offered her a sincere apology on behalf of the company, and attempted to make things right by suggesting that one of our experts come out to inspect her flooring and make a plan to address her issues. She is not willing to have us back in her home at this time, and is only interested in a refund of her money so she can go elsewhere to complete her project. We would like a last chance to make things right, and hope that she and her husband will reconsider.

  Customer response

  01/27/2022

  1.27.2022 Consumer called requesting additional time to respond pending outcome of service call with business.

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