ComplaintsforEmilio Flooring Solutions LLC

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came home to my house in ***** and there was a flier on my door from Emilio solutions saying they also did bathroom remodeling. Against my better judgement I called, and they came by and gave me a quote which seemed reasonable. Then they ask me to come to their office on Loop 323 and ****** and pick out tile. The office was unmanned, and they had a very limited amount of tile none of which I would put in my home. I ask them if I could go to the Tile shop and have them pick out what I needed from their large inventory plus I need another item from Lowes. I paid for the tile and tub from Lowes and the price of both was to be deducted from the quote since I was furnishing almost everything. I called them once I got everything home and told them I needed a contract and what the price would be since I paid for almost all material. He deducted $160.00 from the estimate not the over $750.00 I paid out for material for them to use. He said I should have used their tile which is a joke. The company plays shell games with quotes and the final price. Beware of these people. Maybe they got away with it in Longview but hopefully not *****.

  Business response

  11/21/2022

  We appreciate your feedback and are taking everything into consideration. We acknowledge your concerns and we would like to fix our errors. We have analyzed ******************** concern and we apologize for any miscommunication and inconvenience this caused. At Emilio Flooring Solutions, we take pride in being kind to our clients by helping in anything we can especially after our sales managers mentioned that he has been treated poorly by another company before. So our sales managers went the extra mile by helping **************** pick up his tub that he purchased (as stated) with our company vehicle and dropped it off with no charge. They had verbally agreed to start the job for him without our 50% deposit that we originally require as mandatory before scheduling or having any crew out to the job for that same reason. **************** was verbally agreed to paying our 50% deposit when crew arrived but decided to cancel due to use not refunding him material that we did not purchase. As stated on ******************** estimate we did not charge him for the material that he purchased because on our terms and conditions under his estimated clearly states that "we are not responsible for any material that is not purchased with us and will not refund any purchase." At the end of it all, **************** decided to cancel our services days prior to our crew being out there and have not been in touch with **************** since. 

   

  Customer response

  11/23/2022

   
  Complaint: 18413565
  
  I am rejecting this response because: I never wanted to return any of the materials and I'm using what I bought with an honest ***** contractor not some fly by night group from long view. They had such a poor selection I went to one of our local family-owned businesses in ***** as always and they help me pick out colors. They were fully aware I was doing this. Since they had done no work and had not bought any material why would I pay them anything when I had no contract, no start date nothing. This is a typical bait & switch. It's against the law in ***** for a contractor to take money from a consumer and do no work. I did not have a bad experience with any bathroom contractor. I also needed to see a licensed plumber they were going to use on the job.  They showed me none.  Their blowing smoke and need to return to Long View where the laws are obviously much more relaxed. I hope this helps people in ***** to beware of people going door to door trying to obtain business. I made a big mistake. Hopefully I can help someone else stay away from Emilio Flooring Solutions.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Emilios installed a floor in my home in December 2021. Vinyl plank flooring. Since the install they have already been to my home twice to address issues on the planks separating. They are still separating as of this complaint. The installer said that he believed that the planks were not acclimatized prior to installation as they should have been, causing them to separate. They came in early September to fix a separation issue in my kitchen and tried to install similar looking planks, but not what was originally installed. I called them out on the difference in appearance and they said they would order the right planks. It is now nearing mid November and I am not getting a straight answer from them on if the right planks have even been ordered. Ive called 3 times and have gotten 3 different answers. I just want my dang floor fixed. Also, ****, the manager, gave me a verbal extension of 8 months on the warranty. I asked for him to contact me when that agreement was put in writing. I have yet to hear from **** about the warranty extension. During each repair, the installer and **** argued in Spanish blaming each other. My entire floor is separating in different places and they WILL NOT fix it. This has been an $8500 waste. Please help resolve this issue.

  Business response

  11/21/2022

  Thank you for reaching out to us thru BBB about your concern and we will be taking all of this into consideration. We have taken full blame for what is happening to his floors. We are still working on figuring out the reasons to why this happened the way it did but we have decided to replace Chases current flooring in his living room with carpet and re-installing in his kitchen area. His material has been ordered and he has been informed. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Flooring Installation in master bedroom Original estimate on 08/15/2022 - Work done on 08/24/2022 I paid for padding, the estimate and invoice list it as "1/2 Inch Padding" the cost was $300.00, installation was $1,480.50 I was in the house but working from home so I could not supervise the workers, it wouldn't have helped since the crew they sent did not speak English. A few days later we determined they did not install the padding we paid for. They installed a very thin black liner, not even as thick as a quarter. My daughter actually heard *****, the sale person, refer to this as moisture barrier. After going back and forth with ***** for almost a month, he finally scheduled the work for 09/20/2022, only to have 1 man show up with his son (approx. age 14) to interpret, certainly not to help move furniture. So, we had to reschedule for 09/28/2022. I knew the quality of the flooring I supplied was becoming an issue with them, so I said I would purchase a new better-quality flooring, which I did. Today they showed up, without the padding. They decided the thin black liner was "padding", and I would have to pay for the tear up and install. I disagreed saying I would not pay them to correct a job that they did incorrectly. The only other offer was to refund the $300 for the padding, which is also not acceptable, it will not cover the cost of correcting their mistake. I want them to redo the job correctly or refund the full amount of the job. I apologize I can't see anywhere that they gave me a final invoice

  Business response

  10/25/2022

  Our response is as followed:

   

  Flooring installation on this house begin on 8/15/2022.  Because our sub contractors second language is English our sales representatives is customers point of contact throughout the whole process.

   

  The padding that was offered to her in the original estimate was for carpet.  What was installed is moister barrier that belongs under all laminate flooring. Because our sale rep that took care of this customer had only been with us for a few weeks missed understood the difference from moister barrier and our carpet padding.  He has since been brought back in for more elaborate training. We explained this to her several times and offered a refund for the padding that does not exist. She refused to accept because she did not like the noise the material she purchased was making. 

   

  Her main concern was the noise the material she purchased through another company, not with us.  We made an attempt to correct her noise issue on 9/20/22 and she refused to let our rep in because she took it upon herself to make the call that our sub contractor was unfit to move furniture.  Another attempt was made on 9/28/22 to remove the flooring and place a form of padding.  Because we only did the installation and because she did not purchase the flooring material with us we are not responsible for the noise it is making.

   

  I have since spoke with her husband and her on the best way to settle this matter.  They have decided to purchase a different material and we will reinstall it for her at no extra cost.  Because all parties are ready to put this issue behind us and move forward. 

   

  New install will take place this Thursday 10.27

   

   

  Best regards,

   

  

   

  *****************************

  Chief Operating Officer

  Emilio's Flooring Solutions

   

  Office: **************

  Cell: **************

   

  Emilio Flooring Solutions LLC

  204 *****************

  ********, ** 75603

  Customer response

  10/25/2022

   
  Better Business Bureau:
  
  Although some of the narrative and descriptions in his response are not completely true, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  *********************************

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