ComplaintsforNonn's Flooring, Inc.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/23/22 $7,623 was issued to the builder (******) who paid Nonn's Flooring **** The flooring was installed in August of 2022 and we moved into the residence in November of 2022. The flooring in residence is defective, ******************************************************* February of 2023 a representative from ****** came to replace the defective boards, upon installation of the new boards he discovered the new boards were chipping the same way the existing boards did. A District Manger from Mannigton along with a representative from ****** came to my residence in early May 2023 to ***** the situation, the assessment was made that the flooring was indeed defective and a promise of a full replacement was issued. ****** has not returned any of my communication since May 16, ************************************************ disrepair. This issue has remained unresolved since November of 2022 and this is unacceptable, i need answers and my promise of a full replacement floor fulfilled ASAP.

  Business response

  06/08/2023

  We apologize for the delay, we were waiting on the manufacturer to get back to us as Nonn's continued to press for full replacement of the floor.  We did receive word from our manufacturer's representative yesterday that a full replacement has been approved.  Nonn's will work with the manufacturer to get the flooring re-ordered and coordinate a removal and install date with the homeowner. Thank you

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/5/21 - NONN'S PURPOSE WAS TO FURNISH LABOR AND TILE TO INSTALL FLOORING IN THE LR & HALL. THE COLOR WAS PERFECT AND IT MATCHED THE FLOORING THAT NONN'S INSTALLED IN NOV 2020. DAN WHO IS VERY KNOWLEDGABLE AND HIS APPR BRETTON CAME BETWEEN 8-8;30 AND WORKED UNTIL 3:30PM INSTALLING THE FLOOR. DAN WORKED IN THE HALL AND HE LEFT BRETTON TO INSTALL IN THE LR. WHEN THEY RET ON 10/6/21, AT 8AM, I POINTED OUT TO DAN THAT THE PLANKS IN THE LR WERE NOT INSTALLED PROPERLY AND HAD GAPS BETWEEN THE PLANKS. DAN AND BRETTON REMOVED THE FLOOR AND HAD TO REINSTALL. DAN INSTR BRETTON WHAT HE NEEDED TO DO WHEN INSTALLING THE PLANKS AND LEFT HIM TO CONT INSTALLING. BRETTON HIT ONE OF THE TILES TOO HARD DAMAGING IT, BUT DID NOT REPLACE THAT PLANK WITH ANOTHER AND CONT TO INSTALL THE FLOORING. THEY LAID THE TILE BUT COULD NOT FINISH THE JOB BECAUSE THEY WERE NOT GIVEN THE TRANSITIONS (2-REDUCERS AND 1-T-MOLD). DAN COULD NOT RET UNTIL 10/13/21 TO FINISH THE JOB AND I SHOWED DAN THE PIECE OF DAMAGED PLANK THAT HAD RISEN UP IN THE MIDDLE OF THE LIVING ROOM FLOOR AND IT APPEARED SOMETHING WAS UNDERNEATH IT. AFTER DAN DETERMINED THE PLANK WAS DAMAGED, HE CUT THE PIECE OUT WITH A POWER SAW WHICH DAMAGED THE PIECE NEXT TO THAT PLANK, CUT ANOTHER PLANK ATTEMPTED TO FIT IT IN WITH GLUE. HE PUT A BOX OF TILE ON IT AFTERWARDS AND SAID DO NOT REMOVE IT FOR 24 HRS. ON 10/14, I REMOVED THE BOX TO FIND A BOTCHED JOB, WITH A PLANK THAT WASN'T FLUSH TO THE FLOOR, HAD GLUE ON TOP OF THE PLANK AND ANOTHER PLANK WITH A NICK IN IT. I CLD AND SPOKE AMBER AND SENT PICS OF THE FLOOR. SHE DID NOT ACK REC OF THE PICS UNTIL I LEFT HER 2 MSGS ON 10/16. SHE CLD ON 10/18, AT 8:07AM AND SAID SHE DID NOT KNOW WHEN THEY COULD COME BACK. I ASKED FOR A MGR & I SPOKE WITH STEVE S AND HE GOT 3 TIMES FROM ME AND SAID HE WOULD CALL BACK IN 30 MINS. THAT DID NOT HAPPEN. AMBER CALLED AT 2;52PM WITH NO TIME THEY COULD COME BACK. SHE SAID SHE WLD CALL ON 10/20, THAT DID NOT HAPPEN BUT I GOT RECEIPT FOR JOB ON 10/23.

  Business response

  11/06/2021

  Nonn's entered into a contractual agreement on 8-10-21 with ******* ********* to furnish and install luxury vinyl plank ( lvp) in the living room and hall of her primary residence in Milwaukee , WI .  The installation was scheduled to begin 10-5/6.  Due to unforseen circumstances related to our freight carrier, there was a need for a second installation date to be scheduled which occurred on 10-13-21.  The manufacturer had sent the wrong transitions on the original installation day.  The installer attempted to repair a damaged plank, which was rejected but the customer.  Mrs. ********* then attempted to contact our scheduling dept to make us aware of the issues and was having difficulty contacting us on 10-16-21.  After leaving two messages, our scheduling department spoke to Mrs. ********* on 10-18-21 and then was transferred to the manager ( Steve S).  Steve S. then stated that he would call Mrs. ********* back within thirty minutes, which he did not.  This was an unfortunate act that was not intentional and for which there is no excuse given the circumstances.  Nonn's understands the frustration that occurred with this set of circumstances.  On 10-27-21 , Nonn's returned to Mrs. *********'s residence to complete the repair of the mentioned planks that were damaged.  The final repair for Mrs. ********* was scheduled with Steve S for 11-4-21.  Nonn's always strives to maintain the highest level of customer service with all our customers.  We regret the fact that you experienced these issues with the install of your flooring.  We are continuing to improve our efficiency during the present day challenges that we are all experiencing.  Per the conversation that was held between Nonn's and Mrs. *********, we will be completing this contract on 11-4-21 to complete customer satisfaction.  

   

  Customer response

  11/08/2021

  
  
  
  Nonn's did send out their repair crew on 10/27 and they attempted to cosmetically repair the issue, but that was not satisfactory.  They scheduled a return visit for Thursday, 11/4, to remove the flooring to fix the issue. They did come and the floor was fixed within a hour and a half to my satisfaction.  The workers were very courteous and knew exactly what they were doing. I appreciate them stepping up and taking care of my issue.

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