Fantastic Floors Inc

I do not accept the response by the business stating that the damage to the floor is my fault.  The floor was installed incorrectly.  Do to the fact that LUAN was used the floor did not adhere to the wood.  I do not know the technical terms used as I am not a floor expert.  A floor expert has told me this is an installation problem.  The damage to the floor is  4 foot out from the wall.  It is not logically possible that water came down the wall, through insulation, up hill under the sink to their floor 4 foot out.  They are lying and refusing to take responsibility for their error.  My claims adjustor said no water was coming into the house per the paper work I sent you. My plumber said there was no water anywhere.  My roofer said no water was coming down the wall.  All the damage to the outside siding was at the top 8 inches down where the drain pipe was not close enough to the roof.  There is no damage to the wall, window or floor under the sink per the pictures I sent you.  The floating floor that was removed from under the sink by Fantastic Floors when they installed the vinyl had no water damage after 4 years, how could their floor have damage after 5 months.  I will not pay another penny to these people. They will fix the floor at no cost to me or  I want my money back so that I can hire another company who is reputable for their quality customer service, honesty and have integrity.  This "family owned business" has taken advantage of an elderly single woman.  They have bullied me and yelled at me.  This kind of behavior is inexcusable for a business. For $1700 this floor did not last 5 months.  And now I have no way of getting it fixed and no way to hold them accountable. I will have to install a whole new floor.  All this talk about water damage.... There is nothing even protecting the subfloor if water does get under it from the front. It is a kitchen, it is a sink, there will be water.   I have had vinyl in my bathroom for 6 years, I've had water everywhere in there including over flowing toilet and pipes bursting and not a bit of problems with the subfloor ... because it was installed correctly.   Fantastic Floors is claiming to be an expert at floors yet they hired a contractor to do their work for them. They did not even do the work themselves.  They were not here when the floor was installed. How do they know it was installed properly? Their contractor installed it wrong and  I will not pay another dime to these people.  I am not going to budge on this.  They need to own up to what has happened here and do what is right.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told when the floor was installed that it was under a 1 year labor warranty and a 10 manufacturer warranty.  I do not feel that I should have to pay for repairs that were not my fault but in fact were the fault of the contractor.  They told me it would cost me $450 and if "they" damage the vinyl when repairing the floor, I have to pay for that.  That is not acceptable.  The claim adjustor was told by me that I was being told there was water damage to my floor so I called him in to investigate the issue of water damage.  The report states that there is no damage to the wall inside the kitchen, nor is there any damage to the window or the rest of the floor immediately under the sink where the water would have come in. There was no water coming down the wall. It is impossible for the water to get to the area of the floor where the damage is, which is a foot and a half back from the sink. The water would have had to go uphill.  I cannot get clarification from him as he is in the hospital with a broken back.  The plumber has given me a written statement saying there was no source of water under the sink or in the basement. Nor is there any evidence of water damage.  He stated on the phone "it sounds like water" by what they were telling him,  but he never actually pulled the floor back to see the problem nor does he know any thing about flooring.  I have a video on my phone of a floor expert pulling the floor back showing the damage is not due to water.  The wood is cheap luana and the part of the floor that buckled is the end of the roll.  They used extra glue to try to hold it down and the wood did not properly dry before the floor was laid therefore the wood separated from the floor.  I will only except the floor being fixed by Fantastic Floors at no cost to me or I want a full refund of the total amount so that I can have the floor fixed by someone who knows what they are doing and are willing to provide better customer service and stand behind their work.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com[redacted]In response to the letter dated on 12/18/2017 in reference to claim ID [redacted] I will advise you on our thoughts according to this matter, in the letter from the customer to the Revdex.com she states the claim adjustors report states there is no damage to the flooring due to water. This is an incorrect statement, the report states that when the roof was installed there was no fascia board installed, therefore when the gutter was attached there is a two inch gap between the roof and gutter which is allowing water to flow back up under the shingles and run behind the vinyl siding which therefore would get to the kitchen floor which has caused the damage to the flooring and subflooring. In the correspondence from her insurance company the reason her claim was turned down was due to poor design of the roof; she was also advised to complete the necessary repairs to prevent further damage as failure to do so may jeopardize future coverage. I have included the report from her insurance company and the inspector. I have highlighted the areas stating the above mentioned claims that she is misinterpreting. In trying to solve this matter we also reached out to her insurance consultant and were told that she was misreading the report and were told they would call her and explain to her that the floor was damaged due to water and the poor design of her roof allowing water to enter. As for the opinions of her floor expert I have to dispute some of the claims. The first one is that the part of the floor that is buckled is the end of a roll, there is no way of telling if the part of the floor is a beginning or end due to there not being any markings to determine this, also this floor can be installed using a loose lay method which would mean that it would lay flat however it is laid out, so how someone could make this claim is false. Second: the statement that extra glue was used to hold the floor down is also in correct, they stated that glue was not allowed to dry properly before the floor was laid. If that was the case you would get a permanent bond to the subfloor which is also a method of installing this product but not the one used here as he was able to pull vinyl back .We are happy to repair the subfloor that was damaged and reattach the vinyl floor but if the vinyl were to tear in the process of pulling it back we cannot be held responsible. We have been doing flooring for 26 years and if this was a problem caused us we would gladly take care of it at no cost, but do to fact that this problem was caused by the problem stated above we will have to offer to do it at what we feel is a fair price of $450.00 .Thank you, Sam N[redacted]Fantastic Floors

Revdex.com[redacted]in response to complaint iD of [redacted] which we received on 12 /2/17, we have tried to resolve this with the customer. The installer of the floor went to the home and determined the damage to the flooring and subfloor was due to water. I along with the installer made another trip...

to the customers home and at that time she called her plumber and he informed me over the phone her sink was not leaking but the damage was caused by water which he was not sure of its origin.. After looking around outside her home we spotted on her roof that there was a space between the roof and the gutter. There is no fascia board installed . due to the way this is done it Is letting water get between the siding and wail which is then traveling inside and has caused the damage to the floor. We have a copy of the report from the inspector that was sent by her insurance that states that the problem is caused by poor roof design letting water inside the home. We have offered to repair the subfloor and reattach the vinyl floor at a minimum cost to the customer of 350.00. We also informed the customer that we can not be responsible if the floor tears while trying to fix the subfloor being that is glued to the subfloor.We have made several trips to the customers home along with sending her a registered letter of which she failed to pick up and was returned. We are still willing to help her with the repair to the flooring as long as the problem allowing water into the home has been rectified and she agrees to the cost and conditions of repair.Thak youSam N[redacted]Fantastic Floors

[redacted] is correct in they have addressed some issues - but done in my time frame and with call always returned - FALSE.  I did not expect things done in my time frame, but in a time frame given to me by his company.  The work was to be rolled on the edges in the beginning - based upon our Contract.  The breach occurred at the onset when they did the work initially and did not roll the edges.   The matter that [redacted] indicates that rolled edges means to stop on top and not covering the side of the concrete is completely inaccurate based on his discussion, sale, and contract entered into with us.  [redacted]  gave me visual instructions how the edges would roll down over the edges and leave a smooth roll over.   This was show with his hands indicating a roll down over the edge when we initially discussed the contract and we signed.  Since the amount we paid and what the Contract indicated was for the edges to roll over, that is what we requested the edges to be completed.  The fact that the company did not property apply initially is not our fault and the company should have done it correctly in the beginning and any type of adhesion line would not have been seen.  This matter isn't about the adhesion line but how most of the work just fell off the edges and then when the workers came out, they broke the remained away, leaving uneven edges and then pushed fill dirt up against the edge.  We have submitted numerous photographs showing the inadequate rolled edges, the parts that were removed, the edges not being straight, the blocks of discolor on the driveway, glue on our brick home, and the waves over the driveway.  We do understand stone is a natural product however [redacted] and his installers have indicated from the initial application the concern with the coloring and the waves that he has never experienced this before and does not understand why the coloring, waves, etc. is so unusual.   If [redacted] is so determined that stone is a natural product and will not always be uniform in color, then why did he question his own work done?   We were showed numerous photos of driveways completed and although there may be slight color variances in certain areas, the colors in no way come close to compare all the discolorations in my driveway.  This matter has been going on for a few years now with many promises made in addition to the written contract.  We are just completely frustrated with the quality of the work done thus far and as [redacted]ient as we try to remain, each and every time we look out at the driveway or even if a visitor comes, we just shake our heads.  We are beyond frustration and sending us a letter after numerous unanswered calls, indicating that yet again we need to "take a wait and see approach and see what happens", is not an acceptable as a solution after paying over $20,000.00 for this product.   We also understand that they have "done more cleaning and applying epoxy to his areas than on any other job I don't have a base line to go by", however if the job was done properly in the beginning then perhaps the cleaning and reapplying would not have been an issue and the workers would not have needed to return to our home as often.   We also understand it is now winter (the 3rd winter) since the initial work and although the weather does not permit work at this time, we do believe that something in writing to reassure and confirm that the issues will be addressed and corrected are warranted not just to provide a letter indicating that we need to wait and see. Our attorney suggested we take the Revdex.com route first in an effort to try and resolve this matter without court action.  We are hoping we will be able to resolve this timely and move on.

As noted in Mr. [redacted] complaint we have gone and addressed every issue he has  brought to our attention. Was it always done in his time frame no, but we always went and always returned his calls. One of his issue is rolled edges. Rolled means stopping on top and not covering the side of the...

concrete. That is what he paid for and that is what he got. He continued to ask for the sides to covered and we discussed with him to do that after the fact was not a good idea. Adhesion and seeing a line would be the main issue but to appease him we did it anyway and he has complained about it ever since. I sent him a letter saying that we have cleaned and stripped and applied multi coats of epoxy that we should let it go for a while and let the stone blend in on its own. I also reminded him that the stone is a natural product similar to granite and will not always be uniform in color. The problem is Mr. [redacted] wants something in writing as far as a time and I simply can't provide that at this time. The reason for that is because we have done more cleaning and applying epoxy to his area than on any other job I don't have a base line to go by. I am not saying we will not inspect the area in the future or do some touch up but lets take a wait and see approach and see what happens. Thank you,[redacted]

Review: We had a product called [redacted] installed in our basement by dealer Fantastic Floors of North Huntingdon on Jun 3. Installation went smoothly and the quality of work is very good. The crew assured us they installed this product regularly and had much experience. Our problems began with the completion of installation when a top coat sealer was applied on Jun 7. We were told to stay off the floor for 1 day and then it should be set and dry to walk on. We noticed right away that the topcoat was still very tacky and we avoided walking on the floor as much as possible. By the 4th day, it was still very sticky and we notified Fantastic Floors. [redacted] advised us he would send a crew out to wipe it down with a product that would remove excess topcoat and remove the stickiness. The crew showed up within 1 day, on Jun 13 and did the wipe down. We noticed improvement within 2 days but very slow. After several more days, a good portion of the floor was no longer sticky but the floor around the edges of the room and in our mudroom remained unchange. We advised Fantastic Floors on Jun 17 that portions of the floor remains sticky and we requested someone other than the labor crew come to see the floor to determine if there is a defect in the product or sealant. [redacted] told my husband that he would send a crew out again to work on those areas. My husband suggested Jun 20th since he would be home from work on that date. No one showed up and [redacted] did not contact us. My husband called Fantastic Floors multiple times and did not receive a return call. Our General Contractor contacted [redacted] and [redacted] advised him he would call us on Sat Jun 22 to set up a time for the next week. As of today, Jun 25th, there has been no contact and no date. In addition, I have contacted [redacted] Corporate HQ ([redacted]) and have not received response after 4 days.Desired Settlement: I would like a crew to work on my floor to my satisfaction and also a partial refund for my time and inconvenience.

Business

Response:

The following is an update on the [redacted] & [redacted] complaint. After speaking with the contractor who did the work in basement and saw the area in question he felt it was not a good idea to remove a 4x4 section and replace it. Although you could see a slight color change we felt disturbing it could ultimately make it worse. So I decided to offer carpet for there basement steps and give them a area rug for basement floor which they declined. My next offer is to go ahead and change the 4x4 area but they would have to understand that the color of the stone may look a little different due to the fact the stone is a natural product and varies just like Granite plus we would have to add a plastic strip to tie the area into the existing floor. I also would include a refund of $ 150.00. I have not heard back at this time. Just a side note this is all because I said the floor usually dries in a day depending on humidity and the floor remained tacky and they walked on it anyway tracking saw dust in from the garage.

Consumer

Response:

I appreciate the Revdex.com follow up on this matter. [redacted] did indeed call on 2 occasions and left messages on our voice mail. We did return his calls and state his offer was inadequate and the reasoning is the following:

1. We do not have nor do not want carpeting on our steps which was an area Fantastic Floor did not work on and we did not want to alter.

2. We already own a 4x4 area rug for the bottom of the steps which I purchased at Target for around $40.

3. A refund of $150 for a job that cost about $3500 is insulting.

4. I would like to know how [redacted] knows the area is slightly discolored as he has never visited our property nor asked to visit our property.

5. The area in question is a very apparent [redacted]ch of dirty stone, see attached. (notice the whiter strip along the steps, not a result of 'tracking in sawdust'.)

I would also categorically would like to refute the statement made by Mr. [redacted] "Just a side note this is all because I said the floor usually dries in a day depending on humidity and the floor remained tacky and they walked on it anyway tracking saw dust in from the garage" The floor remained tacky for over 2 weeks because of the incorrect mix of the aggregate. The compound was mixed incorrectly and Mr. [redacted] sent his team out to wipe down the floor with a chemical once which did not remove the tackiness and then had to have them redo the topcoat. This did not repair the area. Mr. [redacted] insisted the floor would dry if we kept fans on it. However, that statement was later contradicted by his own employees who stated that the aggregate cures by a chemical reaction, not air flow and humidity is irrelevant. These statements were from the installers who work with the product daily. We called Mr. [redacted] on multiple occasions which we felt were not well received and seemed to agitate him in our opinion. I myself wrote to a what I believe was a main headquarters for Nature Stone in Ohio and when Mr. [redacted] found out, he called me at 7 am on a Friday (estimated date in June 2013), very irate with me, threatening to not fix the floor for any reason and he did not ever want my business again. He was very angry and rude to me. He later called that same day and apologized (Via voice mail) for calling me. However, giving the length of time it took to fix our floor, a significant amount of effort on our part and the fact that the original floor was installed incorrectly, I believe Mr. [redacted] owes us not only a sincere apology and a goodwill refund of $1500 cash.

I thank you for your time and continuing efforts to resolve this issue.

Business

Response:

First let me start by saying now that two months or so have passed since our last correspondence Mrs. [redacted] is ready to discuss this matter. If the tables were turned God only knows how Mrs. [redacted] would be acting. What we have here is a bad case of miscommunication between husband and wife. I have never met Mrs. [redacted] or discussed the Nature Stone product with her on what to expect and what not to expect. All of my communications were with Mr. [redacted] and there general contractor [redacted] which I stated in my last response says the area in question did not look bad to him and thought the [redacted]'s were making more of and issue than it really was. I know what the issues are based on [redacted]s' description and my installers that were there, both seeing dirt and or sawdust tracked in from the garage. The reason I was so upset with Mrs. [redacted] is she sent a email to Nature Stone bad mouthing me and my company that was factually incorrect. Many of the things she accused me of was information not passed on by her husband. After my phone call with her I realized that I was doing the same she did to me and should have continued to talk with Mr. [redacted] that is why I called back to apologize and left my message via phone message. It did not surprise me she did not answer which is the reason for the message. As you can see her going back and forth on he said she said is not productive. The bottom line is this,the floor remained tacky for what ever reason even though Mrs [redacted] seems to know why. They chose to walk on the floor and have Mr. [redacted]' men work on it the following day. We followed the epoxy instructions which was to first wipe the floor with a Solvent. The [redacted]'s said it did get better but the edges still seemed tacky. The second recommendation was to re-top coat the entire floor which we did and solved the problem. I was aware of their concerns and did things to correct the problem. Myself nor anyone that works for me tracked dirt onto that floor and should not be held responsible. I even hate to continue to offer solutions because in my mind that admits guilt. One of my solutions was to redo the area in question approximately a 2' x 5' which Mrs. [redacted] fails to mention. I will go to a refund of $ 500.00 credited to their credit card which they used for payment not cash. As far as an apology I have already done that.

Review: Please be advised that on October 23, 2011 I entered into a Contract (attached copy) with Fantastic Flooring for installation of Nature Stone E-Poxy Flooring on my driveway for a cost of $20,500.00. Specifics including the entire driveway, walkway, and porch, specifically including, front porch with edges wrapped, the cement caps wrapped, sidewalk and driveway edges to be rolled, stone to be thicker by curb near road, and stone up to door on covered porch in back of house. My initial payment of $5,000.00 representing the deposit was made on this same date. The second installment of $5,000.00 made at beginning of job, and balance on completion. The job was completed with exceptions of the final touch up list to be completed. The balance was due and this amount was paid in full on April 19, 2012. I was advised that the balance was due and any corrections, alterations, and/or final finishing touches would be completed timely. Within a few days of the completion of the application of the Nature Stone, and after careful review of the work done, there were several issues observed including: spotting of visual difference in color in large sections of the driveway, uneven coating of the epoxy, waves on the areas with rough finishing, uneven layers of stone, glue and/or apoxy was on the white brick of our home in numerous spots, the edges were not wrapped securely, the cement caps were not wrapped tightly, and all the edges of sideway and driveway were not rolled evenly (attached pictures). Numerous calls were made over the course of several months before a return telephone call or a response was received. Finally, after continued efforts of contact to Fantastic Flooring, workers returned to complete the finishing touches, correct and secure the edges, cement caps, and edges along driveway of the aforementioned. At this time, the noticeable spots of different colors, coating and finishing, and uneven layers creating waves on the driveway in large square footage areas remained. Over the course of the next six months, again numerous calls were made to Fantastic Flooring to obtain information on the time frame the job to be complete and the coating issues corrected. Workers returned to add the roll the edges and wrap the caps on the porch area. Within a few weeks, the rolled edges and caps began to give way from the original work and actually fall from the sidewalk and driveway edges (attached copies).We called Fantastic Flooring once again to try and determine when these issues might be corrected and properly constructed to avoid further issues and poor workmanship. Many weeks passed without any return calls or updates on the status of the work or additional information regarding the flaws previously noted with the coloring, finish, layers, etc. Finally in May 2013 - We were advised by Fantastic Flooring that they would be returning to clean up the glue splatter on our home, correct the incorrectly applied edges and caps, and to put an ultra epoxy sealer on in 5 different places and then return in 2 weeks to check on those spots to see how the treatment worked and if the colors are uniform. After several weeks passed and then months passing of leaving countless messages for Fantastic Flooring without a return phone call or written notice, my frustration continued to increase. We finally received written document dated October 24, 2013 (attached copy) indicating they would return once weather permits to follow up in 2014. In June 2014 workers arrived and put the ultra epoxy sealer on and advised would be back in two weeks. At this time they also applied a spray cleaner to several sports on our home, brushed a few moments to try and lift the glue from the brick, and then advised me over time with the weather, it will eventually wear off (attached pictures). They advised they would return in two weeks to check on the ultra epoxy to see how the application worked. After three weeks of waiting for an expected and scheduled return, we began to call Fantastic Flooring for the status on their return. I advised them by phone that the spots where the ultra epoxy was applied is even more dominant now than previously and requested for someone to come out and look as soon as possible and advise what the next step would consist of and the time frame of same. Yet again, we awaited a telephone call or written information of the return. Over five weeks passed before a response was received and on August 15, 2014 Fantastic Flooring workers returned to spray an additional layer of sealant on the driveway spots to see if it adhered any better than the previous times (attached pictures). On August 19, 2014 we received a call from Fantastic Floors that rain was expected and they would return next week when the weather was more cooperative. In antici[redacted]ion of their return, we waited two additional weeks after their delay because of rain on the 19th of August and during the week of September 5, 2014 we began leaving messages again. We requested details on the date they would return to inspect the applications they recently applied and to advise us on how they would correct these issues and finally complete the job. We continued to be [redacted]ient, call and leave numerous messages on voice mail to no avail. Finally on October 2, 2014 a representative from Fantastic Flooring (Sam) appeared at my home to correct the issue with the rolled edges that were added after the initial stone that had given way and dropped off the side of the walkway. Partial areas of the edges were removed and dirt was hauled in and placed up against the walkway and driveway to sharpen appearance. The edges were never corrected and fixed but an alternative was done to make the area appear acceptable (attached pictures). They advised at this time that there were not sure why the issues were apparent with the color, layers, and the finishing. Fantastic Flooring was going to contact the supplier to see if they had aDesired Settlement: We would like the work corrected and completed timely to the specifications outlined in the contract and product details described at time of the signing and payment of the contract agreement.

Business

Response:

As noted in Mr. [redacted] complaint we have gone and addressed every issue he has brought to our attention. Was it always done in his time frame no, but we always went and always returned his calls. One of his issue is rolled edges. Rolled means stopping on top and not covering the side of the concrete. That is what he paid for and that is what he got. He continued to ask for the sides to covered and we discussed with him to do that after the fact was not a good idea. Adhesion and seeing a line would be the main issue but to appease him we did it anyway and he has complained about it ever since. I sent him a letter saying that we have cleaned and stripped and applied multi coats of epoxy that we should let it go for a while and let the stone blend in on its own. I also reminded him that the stone is a natural product similar to granite and will not always be uniform in color. The problem is Mr. [redacted] wants something in writing as far as a time and I simply can't provide that at this time. The reason for that is because we have done more cleaning and applying epoxy to his area than on any other job I don't have a base line to go by. I am not saying we will not inspect the area in the future or do some touch up but lets take a wait and see approach and see what happens.

Review: In August of 2012, [redacted] from Fantastic Floors in Irwin, PA, installed [redacted] at our home on our front sidewalk, stairs and porch. In September of 2012, we contacted him to let him know that the finish was tacky to the touch and that one area had holes and gaps. Shortly thereafter, he returned and attempted to correct the issue. He reapplied a 3 x 4 section on our sidewalk and also retouched certain areas. He asked us to keep him informed of any changes but stated that the color would darken in a few days to match the other sections. The color has never changed and in spots there is a dark color weeping through. We have sent pictures to help him understand how unacceptable the appearance is. He informed us that he has contacted the manufacturer [redacted] and made them aware of the problem. We were told to wait out the winter.Since that time, we have made countless attempts to [redacted] and [redacted] with no resolve. We have been given excuses about how busy they are, weather conditions and numerous stories but no action. At this point, I am tired of the victim mentality and need specific actions and timely follow up.We have contacted [redacted] and have been informed that they hold no responsibility on the installation. On October 2nd , I called and spoke with [redacted] asking for a time line to rectify the situation. [redacted] informed me that [redacted] would be out on or before October 4th. I informed her that failure to act would cause me to escalate the issue further. As you can guess, nothing has been done. I sincerely hope that you can assist in holding Fantastic Floors accountable.Desired Settlement: All surfaces must be chipped away and refinished. I am fearful that any attempts to rectify the situation would be malicious and retalitory. I do not wish to have them on my property.

Business

Response:

Fantastic Floors did acknowledge some repairs were necessary and addressed them in a timely matter. A few weeks after the repair her husband [redacted] did tell me he thought the repair looked pretty good. We were aware sometime after that there was still some issues. We had no intention of not addressing them we were being honest with them that because of the rainy weather this spring and summer we were really backed up. We did have someone inspect the area the beginning of October and are aware something has to done. We would like to clean the entire area and apply our topcoat of epoxy. This can only be done now if we have a few mild days left that the temperature is adequate. I do understand there frustration but we are frustrated also we want to get a resolution. If we are unable to do the work now I would be happy to send them a letter that it will be addressed in the spring we the weather breaks.