ComplaintsforThe Floor Store

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of sale: June 10, 2021 Date of problem: mid March 2022 Paid: $6,533 Store provides: Remove current flooring, install new flooring in living room, kitchen, 2 bedrooms, try to repair floor squeaks Dispute: I purchased flooring from the Floor Store. In March, I noticed a small tip of one of the planks was sticking up. A bit later, there were more & strips of the planks were coming off. I contacted the Floor Store. A rep came to look at it. For 3 months, I tried to get an answer on what could be done. I either got no answer or "we will get back to you". Finally, they sent an inspector to look at it. They told me that the problem was my disabled daughter's rollalator. That the flooring I had purchased was a plank style floating floor. A glue down floor should have been installed. They stated that since I never told them about the rollalator, they were not responsible. When I went to the showroom, I mentioned that I had a disabled daughter &was looking for flooring that was durable, easy to clean/a smooth surface. I saw a *************** that I liked. I was not told or given any information about any excusions that would effect the use of the floor. I told them on seveal occasions that my daughter was handicapped. Please see the attached document for more details.The store offered to remove the current flooring & install a new floor at no charge to me. But I would have to pay for new floor material I paid $3000 for the current *************************** estimated that the new one would be about $2000. The samples they showed me were no way as nice or in the color family of my current floor. If I do that I will be paying over $8000 for a floor that I do not like. I am requesting a total refund. They were rude, would not give me updates for 3 months, the floor is a fall hazard (I am 73/my daughter is physically/mentally handicapped). I would have never purchase the flooring if they have giving me facts about the floor use.

  Business response

  08/19/2022

  To whom it may concern;

   

  *************** purchased the flooring from The Floor Store. It was installed properly and they were originally happy with it. The damage caused to the floor is due a wheelchair that the daughter has to use, and we were not made aware of them having this special scenario upon purchase. This product is not warrantied under "Rolling Traffic". We originally offered them a very fair option to pick out new flooring that would work with the situation with the wheelchair. We offered if they paid for the new flooring that we would do the install for free. Our sales Manager worked with *************** and gave her numerous other options that would actually work with their chair that they need to use, and she was not happy with any of the options. She wanted what she originally had, but it does not work. She then refused the offer, and contacted a lawyer. When that happened, we rescinded our offer and stopped all communication with her, and handed it over to our lawyer to handle from that point forward. 

   

  If you need anything from me I will gladly give you any more information that I can help you with.

   

  Thank you

   

  *****************************, Office Manager

  The Floor Store, LLC

   

  Customer response

  08/26/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  RESPONSE

  RESPONSE I am not declining anything
  

  This has been a very trying 0rdeal for me and I assume for the Floor **mpany.The Floor ** is correct in saying I was very happy with the product and that is why I was so heartbroken, when the problem occured.  I did understand that I could not have the same installation type of flooring and had to go to a glue down option.  I was ok with that.  I was just disappointe with  the many options I was shown.  I loved the shades and variance in the current floor not how it was installed.  I dont understand all the new flooring options.  I thought a floor was hard surface that you walk on.  I did not tell them I rejected their offer.  ***** gave me a sample book to bring home to see how the colors matched my home.  The problem with that was it was a very small sample size and hard to gage how it would look.  When I orginally looked at the floor I was given several long planks to take home  Those planks gave me a better view.  It was hard for me to visulize how the sample would look in my room.  **st was another issue  ***** also mentioned that she would talk to warehouse manager to inquire ablout flooring that *** have been left over for a previous job that *** have a better price.  He stopped by but she had to take a phone call.  I assumed she was going to get back to him.  As far as the attorney  I was at my attorney's ofice taking care of POA for my family.  I  mentioned that I was having a issue with my floors.  She offered to write a letterCurrently, I just want my floors in walking condition and to have peace of mind.  I just want to resolve this.  I would like to work with the Floor **. I see they offer coming to your house to show samples.  I think I would be more comfortable with someone that could see my colors and make  recommendations.I was very emotional when the floors were breaking and taking on additional cost that I had not budgeted for  I thought hard about this and need to move forward.  

  
  

  Business response

  08/29/2022

  To whom it may concern:

   

  Again, we are truly sorry for the inconvenience that this has put you through. We do not want ANY of our customers to be unhappy with the final product - no matter what the situation. Our Sales Manager ***** has gone above and beyond in search of something that is similar in color or variance to what you originally bought. Unfortunately, when it comes to the samples, we do not stock glue down flooring. We were able to give out full size planks originally because it was a stock product. With Special Order, we can only give you what we are given. Unfortunately when it comes to color we are limited in the glue down options, so please know this ahead of time that we cannot get you exactly what you are looking for. I do not want you to have unattainable expectations. The Glue Down Flooring is more of a primary color option flooring, but in your situation it is the best option. Again, our Sales Manager has agreed and is more than happy to come over with some samples and options of what could work for your situation and she will gladly help with picking out a color for your home if that is what you would like. Our offer can still stand, that if you purchase the flooring we will do the install for free. We just need something in writing from the lawyer since they sent out the letter for legal protection for both parties. We will gladly work with you to try and get you the best pricing for what you choose to go with. If this is acceptable please let us know or get in touch with our sales manager ***** at ************ and she will gladly set up a time to come out and meet with you. 

   

  Thank you

   

  *****************************, Office Manager

  The Floor Store, LLC. 

*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. ↩