ComplaintsforJohnson & Sons Flooring, Inc.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Johnson & Sons flooring in July of this year to have carpet removed and replaced with flooring (LVP) in a living room and flight of stairs. I worked with ******* who is the manager of the Knoxville branch. The installation of both jobs was completed on July 28th by their sub-contractor, M&C Flooring Installation. I immediately had concerns about the stairs and contacted *******. He said he would have to call ****, their field supervisor, to see what happened as **** was also aware of my concerns. The following week **** came out to re-measure the stairs so they could order more materials needed to complete the job. I was told a scheduler would call me to setup an install date. After a week of no calls, I contacted ******* again to which he told me he spoke with **** and that he had ordered the materials and was just waiting for it to come in. Another two weeks went by so I stopped into the Knoxville store and spoke with ******* in person to get an update. He placed a call to **** and their scheduling department, neither of which could provide any information. ******* supposedly looked at the computer and confirmed materials were ordered and were “en-route”. This was on August 16th. It is now September 22nd and I have not heard anything from ******* or their scheduling department. I’ve called multiple times and have not received a single call back from anyone. The stairs they put in are not built to code and present a tripping hazard which I have repeatedly explained to *******. One third of the stairs are fine, proper tread depth of 10.5” and stair nosing that correctly cover the stair riser below. However, the remaining stairs vary in tread depth from as short as 8”, some 9”, and a couple 10” stairs. Most of the stairs don’t have nosing and are box stairs instead of normal stairs. So not only do I have varying stair tread depths, I have stairs that don’t even look the same. Traversing the stairs with such a huge variance feels extremely unsafe and difficult to navigate. My family and I have stubbed our toes more times than I can count and there have been some close calls from tripping and falling down the stairs. And this was just the stair install, the living room job was just as incompetent! Transitions were glued down improperly leaving huge gaps with adhesive oozing out from everywhere. There was even adhesive left all over the finished floor which I had to clean up and still trying to get removed to this day. Missing molding trim that I had to ask them to install, colored caulking that they used to cover up incorrect cuts in LVP panels that they somehow managed to spray all over the walls. To date they have not contacted me to schedule a new install date.

  

  Business response

  10/03/2023

  We have been in contact with Mr ***. There’s a structural issue with his house that is something we can do nothing about. We have agreed to settle this with him and this matter is now taken care of. 

  Customer response

  10/04/2023

  
  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.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought vynil planks from Johnson & sons flooring on July 29,2023 by Mohawk manufacturer. The store didn’t have the materials in stock but had a pretty large size sample that I loved. I was told I need to place an order for the planks to be shipped to the store’s warehouse. I paid 1,693.71 for the order. I was waiting for the material shipment for a month, and after numerous calls I got a response that it arrived. I came to the warehouse to check the material, and the associate drew my attention saying that about a half of the planks had strange looking spots. I checked and was shocked by the bluish color spots that looked like there were blue color water spills, drips and leaks on many planks that looked like a damage. I picked some of the planks and brought them to the store manager ****** *******, who agreed that the planks I received look totally different from the sample they had in the store, and said it is their store policy to try to exchange the materials first, and if it doesn’t work and the manufacturer declines the claim, they will return my money. In two weeks I found out from the store manager the manufacturer declined the claim saying that the spots are variation of norm. But it looks totally different from the store sample, and the sample did not have any of these spots! The manager told me the store can not return me the money I paid due to their policy that materials are not recognized as damaged by the manufacturer. The store offered a partial refund with withholdings of 25% which is around $500 for restocking fees, but I do not want to pay $500 for the damaged floors that look totally different from the store sample. This is not what I wanted, and paid for. I attach the pictures of the store sample (has Mohawk label on it), and the actual planks I received. Please, help me receive my money back. Thank you!

  

  Business response

  09/20/2023

  This has been an ongoing issue and one we have been working on behind the scenes to get it resolved.  
  

  Anytime there is a claim from a major manufacturer, it can take time, but we always want to make sure our customers are taken care of. I’m sorry if there was a lapse in communication or things weren’t conveyed correctly! We do have a 25% restock charge, but obviously that doesn’t apply to a situation like this as the product doesn’t accurately match the sample! 
  

  That being said, we have resolved the situation with the manufacturer and they have approved the claim. (Sometimes these things take time and a little back and forth before we get the resolution we’re looking for)

  She will receive a 100% refund! Someone should be in touch shortly, if they haven’t already been in touch with her. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had new flooring installed as purchased on 2/15/20. There were manufacturing defects that Johnson & Sons recognized. Pictures were taken. Johnson said because to Covid, the manufacture (Coretec), did not have any representatives to review the defects. In the months following, Johnson & Sons assured me they had filed the complaint with Coretec, but they refused to give me a copy. I continued to call Johnson many, many times and got the same response that Coetec still did not have any persons to see my defective flooring. I called the manager, numerous times in Nov & Dec. 2020, and March 2021 to find the status but they would not respond. I previously filed this complaint with BBB, but you responded I had to file something else, but I could not find what you wanted, so I am refiling.

  

  Business response

  10/28/2021

  Business Response /* (1000, 9, 2021/10/13) */ Upon proper completion of the project purchased on 2/15/20, brought to our attention possible defects in the printed image on the Luxury Vinyl Planks(LVP) chosen by the in our showroom and they had done so only after taking the 12" x 22" Sample home. Our sales Manager and owner scheduled a visit to the home and did take pictures to see if the "marks" and check with our manufacturer's Territory Manager for further review. Our Manufacturer's Territory Manager sent us out a larger sample size (2 full planks) to show the intended design. Both the new samples sent at that time and the check-out sample that the took home prior to the purchase showed this "mark" as an intended design feature. As the Territory Manager confirmed it is intentional and does show natural occurring character in the wood look. This information was passed along to Mr. by Sales Manager. This information still did not satisfy the , therefore our company decided to file a claim with the Manufacturer, though we did agree with the preliminary finding that our inquiries with our Territory Manager. The were informed that we would file a claim and they would be contacted as soon as we received an update on said claim. The claim was filed on July 28, 2020. The claim detailed pictures of the design in question and the request to have the flooring replaced due to the end user () being unsatisfied with the design in the floor. The claim was denied and the Manufacturer confirmed that the design in question was intentional and present in the sample board and room scenes available. The were informed of the results of the claim but were still not satisfied. This is really out of our hands as the claim has been denied by the manufacturer because the marks in question are intentional in the design and are present on both on the samples that were checked out of our store and the larger samples sent by territory manager for manufacturer. This is the product they selected. That being said, we have offered to help them out with installation if they want to purchase a new product. We hate to see any of our customers unhappy with their product. Consumer Response /* (3000, 11, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree the problem is a result of a manufacturing defect as I stated in my original complaint. The samples provided by the manufacture did NOT have any of the mostly horizontal defects I have in my installed flooring. Since I am fighting "City Hall", (the manufacture), Johnson & Sons agreed that my photos showed defects,but there is such a huge effort to continue, I give up!! Business Response /* (4000, 13, 2021/10/13) */ We will cover the cost of installation to install a new product if he would like to pick something else. We are willing to help where we can.. We are frustrated that our customer is not happy with the product and genuinely want him to be happy with his floor! But as he mentioned, the manufacturer has turned done the claim.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩