ComplaintsforMK Flooring

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  MK flooring installed floors in my home but left the job unfinished. They also damaged my wall but failed to mention it. I also had t to move the furniture in which I paid them to do. This was October 16th. Called & complained & was told I would get a refund for moving furniture. I paid $271.20. This was October 18th. Also agreed to finish job. No mention of remedy for wall. Called again on October 27th & was told they would schedule me for November 1st or 2nd & give refund at that time. That didn't happen so I'm filing this complaint. The wall was scraped six inches across. I want a refund, wall fixed & floorss completed. I'm not sure if I want them or another company to complete the job & fix my wall. The owner was rude & said he had other customer. Very unprofessional ti leave a job unfinished & Im not sure I want to be around him because he was so rude.

  Business response

  12/03/2021

  Business Response /* (1000, 8, 2021/11/19) */ Good afternoon, in response to this complaint, we are very surprised and disheartened that our client would reach out to the Better Business Bureau regarding this job, rather than reach out to us directly with their concerns. We have never evaded this client and are available by phone and in our store, 6 days per week. All work that was listed in the client's contract has been completed. The work the client is referring to is additional work that was discovered during the installation of the product. These items include molding around the bottom of a small fireplace and molding leading into the bathroom. The molding around the fireplace was not included in the contract because at the time we took the measurements to quote the job, the client's couch was in front and against the fireplace and fully covered it, so it was not seen, and the client did not mention it. Upon discovering the fireplace during installation, we discussed installing trim that we would provide at no cost to them, which they were agreeable to. Upon looking at where the molding was to go, we also noticed the subfloor was compromised around that area and so this would likely lengthen the time it would take to install. We were not able to install the molding leading into the bathroom, because after removing the carpeting that was covering this area, it was discovered that there are multiple layers of flooring in the bathroom which raised the height of floor. The client stated that perhaps that would not be something our company would do in that case. We thought we might be able to use an alternate standard type of molding piece in this area, but it did not fit either. We showed this to the client and in effort to be helpful, told the client as another option we might see if it was feasible to make a custom piece to fit that area. Regarding the furniture, the client stated they liked our installer, but he did not put the furniture back. He had to move the client's furniture several times from one end of the room to the other to do the job, however from our understanding at the completion of the work, the furniture was not placed exactly as the client had it. We offered a partial refund to the client for the furniture move. We intended to and told the client that we would provide the refund to the client once these molding pieces were installed. During a phone call with the client, after we had completed the installation according to the contracted terms, we were told about the wall. However during the conversation, the client stated not to worry about the wall. Please note, we did not remove the baseboards during the installation process, and we are not aware of doing anything that could scrape the wall, however we were willing to look at it. During this same call, the client somewhat explained what was said to them, that they considered to be rude. From what we understand, it was when after testing 2 types of standard molding pieces, the explanation was given to the client that standard molding would not accommodate the multiple layers of flooring in the bathroom, that we may be able to custom make a piece to fit, however if we do, this would take time, so the installation of these molding pieces would have to be done in between other previously scheduled jobs since we had not accounted for or charged a fee for this additional work in the contract. Please note, we would not intentionally display rudeness to our clients as we take pride in our work as well as the reward that comes from our client's satisfaction. We listened to the client, talked through this with the client and this phone conversation was amicable throughout. The client was agreeable to this at the time we had this phone conversation, which was the conversation prior to setting up a date to start installing the additional molding. Our team was to make a call to the client to reschedule the work date set for the beginning of November. This was missed due to miscommunication of our team, which is regrettable on our part and the team did not realize the client had not been communicated to. However, the client never reached out to us but rather filed this complaint. Therefore, unfortunately we did not have the opportunity to bring resolution to this misunderstanding. Now that we have realized what has happened in regard to this missed communication, we will reach out to the client with our apologies. Thank you for the opportunity to respond and for reviewing our response. Consumer Response /* (3000, 10, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by the owner it was his fault he missed the fireplace & bathroom floor & they would put molding in because of it. They left molding pieces here to complete at their convenience. They scraped my wall with one of the floor boards they installed. I want a refund of the full amount paid for furniture temoval to fix my wall & have job finished by another company with integrity & professionalism. Funny how they're trying to say contract was cometed whenI was told differently. $271.20 is what I paid for furniture removal. I can't say I was expecting anything different from the actions I experienced. Sincerely Business Response /* (4000, 12, 2021/11/24) */ As resolution, to conclude the matter, we agree to refund the client $271.20. Consumer Response /* (3000, 15, 2021/11/24) */ Everything this company has said is untrue. I wouldnt believe a word they say if their tongue was notarized. I paid for 452 square feet of floorig which included the fireplace and bathroom entrance. Was there a couch in front of that as well? Th.ey did remove trim pieces unddr baseboas I nver said not to worry about my wall and was told I had to move my furniture back when they left on October 16th. I had someone look at the bathroomn etrance who said it just needs a rise. Those are sold at Home Depot.I was told it wasn't on them to complete the fireplae or bathroom entrance before rhey left. Totally different from what I was told by ****** who stated he missed it and would take care of it. How nice considering it's part ofthe square footage I paid for. They told me they had other customers. When I called U was told I would receive a refund for furniture removal. Not a partial refund. I was always initiating calla to them aout putting the refund on my card and was told they would give it to me when they came to complete the job. That didn't happen so I filed a complaint with the BBB. I know when I'm being jerked around. They didn't even respond to the BBB when they were suppose to which should say something. That's exactly how they treated me. I hope this makes them a better business. Consumer Response /* (2000, 18, 2021/12/01) */ Yes, I accept the offer of $271.20. I wanna thank the BBB for their help in this matter. Sincerely **** *****

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