ComplaintsforHunt's Flooring

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hunt's Flooring employee, *****, Installer used my hand towel to clean up filth, and ***** did NOT ask for my persmission to use my hand towel. ***** claimed he thought it was his rag from his truck. If his comment is True he should have taken my towel to his truck or throw out, instead of putting my towel back on my towel holder soaking wet with black stains all over my towel, very gross to say the least. ***** damaged my porcelain tiles that are in my kitchen, and he was not doing any work in my kitchen. ***** got Red Guard all over my walls and heating vents that is very hard to come off, will scratch off paint of wall and vents. Hunt's Flooring gave ***** the wrong planks and not enough planks to complete the installation on August 18, 2022. Most of myy Dining Room has the planks that I chose and ordered to purchase. However, the living room does not have the same planks and rooms are adjoining. ***** refused to put back my closet doors as they were before he removed them. ***** refused to put back my baseboards the way they were before he removed them. Hunt's Flooring only contacted me after I made a dispute with credit card, and when they received notice of my dispute on September 7, 2022. Hunt's Flooring came out on September 8, 2022, **** the owner and **** the sales rep came out on September 8th. **** made a rebuttal of every issue I had without trying to repair or resolve. He was using an authoritiave voice, and was verbally abusing me, and not wanting to stop bullying me, so I screamed on top of my lungs for him to stop and leave my home. I did NOT screawm at **** who was still in my home, and politely walked **** out. Therefore, they cannot claim as they are that I was acting irrational. I was in fear and felt trapped. **** ***** sent me emails using the "F" word, calling me a Pios Christian, calling me mentally ill, stating he will put a lien on my home even tho installation was not complete, and even tho installation was with the wrong planks, and even tho their is damage done to my home due to his intaller. ***** from Hunt's Flooring sent me an email to try to resolve the issues that Hunt's Flooring created. We came upon a stipulation and/or agreement that Hunt's Flooring would do either #1. Start all over by ripping up planks in living room and dining room, since hallway was not completed due to them running out of planks. Or #2. Pay me $500 and put white base boards in my bedroom, because I had dark baseboards initially. However, after this agreement that Hunt's Flooring and I agreed upon, Hunt's Flooring wanted me to sign an agreement stating that nothing was wrong with plankss, and that the $500 and white base boards are a courtesy of Hunt's Flooring. I refused to sign, because it is a Lie. Hunt's Flooring got mad and said then I would be stuck with what I have, and called everything off. I emailed them on October 10th after they rescinded our stipulation stating I would go elsewhere. Then on October 11th, I sent another email stating that I would go with original plan of them r emoving all the planks and starting all over. On October 12th, 2022, Hunt's Flooring called the Greenfield Police Department to have me restrain from contacting them anymore. Hunt's Flooring made false statements that I was harassing them with emails and texts, and that I was stalking them. I told Greenfield Police Department the Truth that ***** texted me first, and I was just replying, and that I did NOT initiate the texting. I told the Police that I sent them emails to try to resolve the issue of uncompleted installation, incorrect planks, and damage that was done to my home from the installer. Police said it is a civil matter. I told Police that I understood this, otherwise, I would have called the Police on the emails I received of curse words and defamtion of my charactor, and their stating that are going to put a lien on my home when job is uncomplete.
  
  Hunt's Flooring never gave me a date of when additional planks would come in to complete the job. Hunt's Flooring refused to repair and fix the damage that ***** their installer caused druing out time wating for additional planks. However, this was discussed on August 18, 2022 that they didn't have any more planks for me and that they would have to order more. However, from August 18, August 19, August 21 of my contacting Hunt's Flooring to repair the damages they never came out until September 8th, only when they heard I made a dispute.
  
  Hunt's Flooring is unethical, liars, abusive.
  
  Since they have called the Police on me their is no resolution and any and all contracts made between Hunt's Flooring and I are Void, Forfeited, and Cancelled.

  Customer response

  10/19/2022

  I was NOT provided any information on a warranty of materials or workmanship.  The credit card has not made a determination.

  
  

  I have a video of *****, and an Installer who came out on October 6, 2022, and a neighbor as a witness that ***** from Hunt's Flooring stated that they would take out the entire planks and provide correct planks since their installer stated they cannot take out the incorrect planks and replace with correct planks, that all planks would have to be removed and start all over.  Therefore, the flooring is in error and incomplete.

  
  

  Attached is the Sales Slip #******** that was mailed to me. 

  

  Business response

  10/25/2022

  Our goal is to make every customer happy. Unfortunately, in this case, after jumping through several hoops, it is painfully obvious that we are unable to appease this particular individual. There are many complaints and accusations being leveled against our company and I'd like to address them individually so anyone reading this may get our perspective on this situation in its entirety.

  With regard to the hand towel that was used by the flooring installer, a minimum of six apologies were made both via email, as well as verbally because there is certainly no reason for the installer to use the homeowner's property. It was a legitimate mistake and in addition to the apologies, a check was issued on 10/11 for four times the stated value of the towel.
  

  The porcelain tile that was supposedly damaged in an area that our installers weren't working in was missing grout in several places before our work was even started.Again, in the interest of making a customer happy, my installer **** repaired these areas free of charge.

  As opposed to "all over the walls" as stated by this individual, the reality was six tiny drops of "Red Guard" which again, our installer **** scraped off as well as cleaned up.

  This individual claims that the wrong product was installed incorrectly, yet the dining room was stated as being the correct floor. After this floor was inspected, it was determined that; not only was the material from the same pallet, it was installed to the exact specification the manufacturer provides. There was a problem with the amount of product sent out to the project initially. This is generally an inventory item but as everything turned out, we were two boxes short. When the shortage was discovered, immediately an order was placed for another pallet to replenish our stock. At this point we were notified that the material was on backorder and even with a nationwide distributor search and other methods, the product just wasn't available. 
  The shade variance stated relates to the lighting in the unit as well as window placement. This is a circumstance that wasn't a product or installation issue, it's an unfortunate scenario that arose when the individual may have not cared for the finished product, even though it was her that selected it.

  The notion that our initial installer refused to put closet doors/baseboards back is 100% untrue. This individual told them to leave and promptly slammed the door in their face. If given the opportunity, the installer most certainly would have replaced them.
  Even though it was stated that there wasn't any contact prior to the dispute with the credit card, our salesperson scheduled a meeting with this individual days before, where he would accompany the owner to determine the next steps to be taken to get this project done. During that meeting, they were met by someone who would not allow them to mention why and how things were done and what could be done to rectify said situation. This individual resorted to talking over them as well as raising her voice into a shriek instead of coming to a reasonable plan of action.

  We offered two options that were stated in the original complaint. Option number 2 was selected by this customer and once about 9/10ths of that work was completed, this person refused to sign the paperwork that this agreement had been reached and for whatever reason then decided that option 1 was what she wanted. This is a person that whether it be willingly, or unwillingly changes the narrative after we perform each individual task.

  There was an email that was written that we truly regret sending that included a profane word and insinuations about this individual's religious beliefs (which were brought up constantly). We let the frustration of this situation as well as the obstinate actions of this individual get the best of us. We did apologize about this action. This certainly has been a learning experience and we intend to be far better in the future.

  The final straw was that after stating that we were to rip this floor out and our agreement was not signed, the individual goes back to the credit company and demands that the $500 refund that was originally agreed to in principle. As of today, the $500 was refunded to this credit card per our agreement, even though it still remains unsigned by this person.

  The list goes on and on. The actions taken by this individual were nothing short of extortion and with a mountain of evidence pointing our direction, we took the step of documenting this with the Greenfield Police Department. Especially since there have been wild, unfounded claims of discrimination and menacing.
  

  There have been multiple attempts to get this project finished but for varying reasons (not ours) we could not complete. That said, if the homeowner were to have a family member or someone other than herself at the residence, even at this point, We would be more than happy to complete the small amount of work remaining. 
  The bottom line is that this is the very first time we've ever had to deal with a person that no matter what we attempted to do or what hoops we had to jump through, she was never, and would never be happy.
  
  
  

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I do not agree with the untrue statements of Hunt's Flooring.  I am attaching a letter that is my rebuttal and nonacceptance of their untrue statements.

  I will also attach other emails as listed on page 4 of my rebuttal.   My computer will only allow 4 attachments per email; therefore, I will conclude with additional emails for attachments.

   

  Attached in this email is my letter of Rebuttal of Hunt's Flooring untrue statements, and email I sent to Hunt's Flooring on August 21, 2022, and the letter that was attached to my email on August 21, 2022.

  Text sent from ***** ****** on October 10, 2022 to show me paint samples, because I missed their 11am arrival due to Sue not confirming with me that they were coming.

  Text - a reply from me to *****'s phone stating that they could come at 1pm.

  
  

  PLEASE NOTE:   I Failed to Place this in my original letter sent out this morning - The Agreement that Hunt's Flooring Created

  Agreement that Hunt's Flooring wanted me to sign, but I disagree with their wording; therefore, refused to sign.

  I am attaching photos of the design and the sample of which I chose for planks for my dining room and living room, and picture of how awful the flooring is due to incorrect planks, plus baseboards not put back.

  
  

  Attached are:

  1st Picture is of the sample I chose for my living room and dining room.  The sample is on the left.

  2nd Picture is how awful my floor looks in my living room with incorrect planks. There are more pics of more than 6 ft of incorrect planks. 

  3rd Picture is of baseboards not put back, and cardboard on my floor.

  4th Picture of planks in my dining room, the way the pattern should look, and the way I had ordered them.  A flow of light and dark, NOT more than 6 ft of just light-colored planks.

  
  

  I feel that they used planks that were similar, but not equal to what I had purchased due to them having a shortage at the very start of installation.

  I am happy to provide additional photos, emails, recording and testimony of friend to back up my Truthful Claim.  I hope you see that points of fabrication and contradiction from Hunt's Flooring.

  
  Regards,
  
  ***** ****

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