ComplaintsforAdvantage Flooring System

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have carpet in our bedroom that I needed to remove because I'm having health issues regarding that and mold that we found so we had **** from Advantage Flooring, 4 East King Street, Shippensburg, PA 17257 come to our house to get an estimate on getting hard wood floors put in our bedroom, highway and living room. We wanted the wood flooring you piece together and we even had colors picked out but **** talked us out of it. He said he would recommend the hard wood floor look alike that rolls like carpet because he notice our floors were not even so we had to pick new colors, which me (kim) was not onboard with this but my husband said he would ripe the old and repair it to make it ready for **** and his team. **** said great. Jeremy said when I'm done we will call you back to see if it is to your liking and **** came back and said that looks great and the flooring I'm laying down will look very nice. They came in September to do it **** and two other guys. It looked nice at first but three months later it looked horrible with rolls and rolls because it isn't staying down. so we called them back, It was me, **** and one of his guys and **** literally got in my face and said this is all your fault and said why and he said that we didn't do the floor right and I said no we called you back and you said it was fine. He stated to get more aggressive so I called my husband at work because I was getting scared and My anxiety was setting in bad. The other guy stepped in and said we forgot to stretch it out when we put it down so they helped stretch it but 2 months later it looks just as bad. Now **** won't talk to us, just his secretary ****** will talked to us and I feel that is not right. **** finally agreed to do it in the spring so we can live in our camper until it is down because our bedroom will have to get over thing out of it and we have no where to sleep . But my thoughts are this is not the right flooring for us and now he wants to use concrete and glued to hold it down but I said he can't because I have a inactive airway and some smells cause me not to breathe right. I'm really concern about this. He won't have a meeting to discuss this and I'm worried. I also asked about the flooring (what type is it, what brand, and the ingredients that is in it) because I'm still not breathing right and not sleeping and I think it still is the flooring doing it to me. I just want it made right. Please help us to solve this issue. Thanks so much for your time.

  Business response

  01/27/2023

  We are aware of ******************* concerns. This job was completed as our recommendations require. Due to this being a modular home it does present a lot of challenges. We laid the floor of her selection and it looked good for months. With seasonal change this caused the house to settle. As soon as we learned about this issue installers were sent to the house immediately to repair the problem. A few weeks after this we received a call that this reoccurred. We assured her that this would be resolved .The customer expressed that she did not want it done until spring. Advantage Flooring agreed to doing the repair in the spring for her convenience as well as provided the customer with a written letter confirming that. Advantage Flooring has provided flooring services for 27 years and will continue to try and resolve this. We appreciate your time in the matter. 

  Customer response

  02/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The product was not meant for our type of flooring and they new this because they came out to the house and suggested this type of flooring knowing that it wasn’t plywood base it was for concrete base.  They are not listening to our needs. If this was done properly from the start they wouldn’t recommended this type of flooring at all. It doesn’t look good at all they already came out twice and now they want to put glue and concrete down and that is not an option. I (**** *****) have an inactive Airway Disease this will make me have trouble breathing if they move forward.  I’m recommended that they pay to get a second opinion and to have a total different type of flooring put down that will work well with plywood base flooring and our needs.  Believe me it is not from our house settling that is their excuse.
  
  They say that they are taking our concerns into consideration but they are not because we wouldn’t had submitted a compliant on them. We feel that they are not handling our concerns in a professional manner. Never return our phone calls, we had to keep calling back until they finally answer they just keep saying they are working on it, but nothing is being done. Our new floor looks terrible, it wrinkled all over and we are embarrassed to have company over to our house. Yes they did send us a letter but it is very vague and not clear on what they are going to do to fix it in the spring. We also feel they were not honest with this decision from the beginning and feel like we were their guinea pigs on this product. I just want this fixed or our money back.  
  

  Regards,
  
  ******** And ***********************

  Business response

  02/16/2023

  This issue is scheduled to be resolved in the spring as the customer requested. The option to come sooner was also available. We would have preferred to take care of it sooner than later. The flooring installed is referred to as Luxury Sheet Vinyl the link to the exact flooring is listed below. This can be used for any information needed. 
  
  ******** (********.com)
  
  Thank you, 

  Customer response

  03/01/2023

   Complaint: ********
  

  We are rejected this again because of the following issues. Please see below:

  • Can't have the same flooring it is not for us. We were push into this and now we have to use chemicals such as glue and concrete and that is unacceptable.We want something that is going to look nice and not this disgusting floor we have now.
  • It is not schedule because if it was we would have a date and time in the Spring. The letter is very vague and doesn't mean anything to us. There’s no details, which is very important.
  • The flooring information that was provided clearly shows that it should have not been suggested at all to us.
    • My Mother-in-law and I did some research on the same flooring we have and it was installed on concrete type base and not plywood type base and it even says on the description that they provided to us it not suggested for our type of sub floor.
    • It is sad that we had to do the research and not the business that does this for a living.
  • PLEASE START LISTENING TO ARE NEEDS.
  • We are asking for are money back so we can get someone to redo it that cares about there clients and to do what is best for our needs.
    • So we can be happy when family and friends come to our house and not be embarrassed about it. Our Nephew came to our house over the weekend and said I thought you got new flooring done we said we did.He said it looks awful.That is so sad when other people are starting to notice it as well.
    • This company is suppose to be a 5 star and very professional. I'm very disappointment with the work they did for us.

   Regards,

  
  ******** And ***********************

  Customer response

  03/24/2023

  We have a company that is a family based and we go to them for a lot have information. They suggested a flooring company in Chambersburg  that they use for there rentals. 
  
  The flooring companies suggested to contact the manufacturer to make sure there is no defects in the product because we sent them pictures and they said it looks like something wasn't done right.  
  
  Also to have a certified flooring inspector to come out to see if it was installed properly. 
  
  We also found out that other people used this same company we did and they didn't come back to finish the job or it wasn't done properly like ours. 
  
  We are in contact with the manufacturer but waiting on after sales department to get back to us.  
  
  The flooring companies we contacted will not come out to look at the floor due to conflict of interest since they don’t sale this product and can’t do any warranty work. Also these companies wish not to be mentioned by name because they don’t want got in the middle. 
  
  I’m also attaching pictures but they do not do any justice.
  
  The flooring companies also said this type of flooring  needs nothing put down if it was installed properly. Obviously ours wasn’t because This is the type you just lay down and it stays and ours did not. 

  Business response

  04/18/2023

  This letter is in regards to complaint ID *********. We have attempted to contact the customer several times for adjustment with no response.We are available Monday- Friday 9:00 a.m - 5:00 p.m and Saturdays 10:00 a.m - 2:00 p.m at ************ or also at our store location,  4 East king street Shippensburg, PA 17257. We have not been able to gain access to make adjustments of the flooring.

  In Addition to my last email I would like to state that an adjustment can most definitely be made without any type of chemicals. 

  Customer response

  04/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  AT this point We are asking for a full Refund to have it fixed professionally, This is why:

  No one has contacted us. They are saying the did,  If they did contact us, What number are the calling from, What number are they calling and Why didn't they leave a message? I'm reachable anytime of the day.  Believe me they have my number which is ************ and my email address which is ************************ and if they couldn't reach ** by phone they could have email me.  I'm asking to show me proof that they reach out. We are tired of them Lying to us.

  You keep saying your going to fix it but what we are hearing is a bunch of lies.  At this point we don't trust this company to come and fix our floors.  They didn't do it right the first two times we feel they are not going to do it right this time either.  We had to do the research on this type of flooring and we feel you don't even know much about how to install this type of flooring.  

  TRUST IS EARNED AND YOU HAVE NOT EARNED OURS

  
  Regards,
  
  ******** And ***********************

  Business response

  05/01/2023

  this is in regards to complaint ******** below is our response. 
  
  Our business has been available 9:00 - 5:00 Monday through Friday and Saturdays 10:00 - 2:00 to speak with or make arrangements if she wanted things taken care of before spring. The floor was professionally installed during the summer months. It was perfectly fine for the 1st 3-4 Months. When the weather changed and the heat turned on the indoor temperature and humidity change caused the wood that makes her house contract and expand in areas that could push and cause the floor covering to show up as a wrinkle or air bubble. When we were 1st notified of the issue our techs showed up within the next appropriate day to make adjustments. Just like we have done for the past 27 years in business. During at that time we determined that there was no defects with the floor covering and made minor adjustments to get it to lay nicely. At that time we also informed the customer that the issue MAY appear again, if it does we would stay at it as long as it took until we receive favorable results. Also explained that this symptom was the nature of her pre-fabricated house. The customer called back a week later and stated the issue came back in a few spots. We stated that we would be right back out to adjust at which that time the customer made many reasons why we could not make that time work, and would like us to preform the repairs in the spring. Although our policy is to deal with any installation issue as soon as they arise. We agreed to do the adjust at the customers convenience in the spring of 2023. At her request we put the agreement in writing and emailed it to her. The next time we heard anything about this matter was from the BBB, that she had reached out with claims of bad installation, customer service, wrong material choice etc.and has called surrounding competitors and making false accusations about our business that has a 27 year history of outstanding customer service, guaranteed products and services. We have a great history with this particular product. It has been without problem for the countless customers that were also looking for a budget friendly option to carpet with a less than perfect sub floor application. 
  
  In addition when the customer originally made the floor selection her 1st choice was a discontinued color. Understandably disappointed, they decided to go forward with the order of their second preference. At that time the customer said it was her husbands favorite not her own but she would settle for it. I would like to state again that there is nothing wrong with the actual floor covering and the installation was professional. Sometimes after installation floors need adjusted or repaired due to it settling. That's what we expect and do free of charge as we have already demonstrated for the customer. There is no adjustment that will change the color or the type of flooring they were limited to due to the sub floor issues known to be inherent to older pre-fabricated houses. We most definitely can not make adjustments to job sites that we do not have access to. 

  Customer response

  05/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  We are getting no where and I have attached a document called Flooring Number 2 explaining why.  See above. First of all Did you even read our last response because you ignored our question and did not even answer any of it.  You responded with this. This is old news and We are not playing He said She said.  We are not wasting our time anymore!! LETS MOVE ON!!  WE ARE BEYOND THIS POINT AND WE WANT OUR MONEY BACK!! BECAUSE AT THIS POINT IT IS A TRUST ISSUE AND SAFETY CONCERNS. PLEASE DO THE RIGHT THING. Our notes are in red. Yellow highlighted is what Advantage Flooring responded back to us. I thought this would be the best way to do this. 
  
  Regards,
  
  ******** And ***********************
  

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