Gookin's Floor Store

Floor was put in our kitchen and is in horrible condition. It has hills and sinks in different places. Floor is nowhere near level.After agreeing on a floor, one person came over and pulled up the tile in the kitchen. The tile was level and had some tiles broken because they were ceramic and were broken by things hitting them, not because of the level of the floor. After pulling up the floor, there was a huge hole under the sink from water damage. I was then told that I would have to pay extra to put down new board to level the floor so the tile will go down. Mo said it depended on the cost because he didn't know the thickness of the board that would have to be used. I told him to do whatever it took to level the floor and make it as good as possible. He agreed. Again, one guy came over and did the floor. I then came home and inspected the floor. Right off the bat I notices a huge dip in the floor under the sink. Mo said that was the best that they could do with the water damage. I informed him that he should have used the thicker boarding as cost wasn't an issue. He then took money off of the final cost because of the faulty floor under the sink. We then went out of town for a while and when we returned, the floor had buckled up in many area's. It looked like a hill had grown around the floor in the kitchen. And another spot has started to sink. I called Mo and he started arguing with me from the beginning. Said the floor wasn't level and that the floor would never be perfect. I told him that it was his job to level the floor and why would he put the floor down if it would look this bad. I asked him to take pictures and put it on his website to represent his work. He knew the floor was bad. He then offered me a refund and I agreed so that I can pay someone else to come out and fix the floor. He then backed down on the refund and said he would have to come look at the floor. He came and looked at the floor and agreed that it looked bad. He even said that "he wouldn't want hills in his kitchen." He said he could send someone out to sand the part down which made no sense and didn't fix any of the problems. I told him to just give me some of the money back so I can get a real floor person out to do the job. He then took some pictures and got mad and left. He now says he will not come back out if I am at my home because I argued with him. I never threatened him in anyway. Our floor is almost dangerous because I was told the part under the sink might fall in any day. I am going through the steps to get this resolved. This is the first step if I do not get a full refund. I will have a Professional Floor person who will testify that the floor is done all wrong and that it won't last. I want this taken care of and Gookins out of my life ASAP. I will not end this as this is obviously bad work and his work is guaranteed. I want a full refund. I can send pictures of the work if needed.Desired SettlementI have to pay another company to come in and redo the entire floor as this one has to be brought up and leveled then new floor put back down. I want every penny that was paid for this service. This is the first step to get this floor resolved. He offered a refund and when I accepted, he pulled it back. I am willing to send pictures and a report from another contractor that the floor is faulty and should never have been left in this condition. I want a full refund as he will not come back to my house while I am there as I upset him because I complained. Will be posting pictures on [redacted] and as many websites as I can till this is resolved.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXMr.[redacted] called me and wanted us to lay ceramic tile at his house and needed a price. I went to measure the job and upon arrival I noticed he ceramic tile on the floor that was broken up everywhere. Looking further I also noticed that whoever laid the ceramic tile laid it over 3/4 tongue and groove nail wood. The house is from the 1970s. I told him we couldn't lay ceramic tile at this house at all, the reasons being it would most likely break again because of the age of the house. I suggested a vinyl tile that wouldn't chip or break and the grout lines wouldn't crack. He came to the store and picked out a vinly tile. He then tells me he wants to put cabinets in also, so he would remove them and put them back in when we were finished. He pulled the cabinets and found that the floor had rotted out due to a leak he had for sometime under the cabinet. He informed me he didnt have much time or money, that he was to deploy to Iraq and had to get the floor done for his wife and kids. I gave him choices and what we could do. He chose to put a sub floor over the plank floor. We were not hired to jack up the floor to be level. I told him we would do the best with what we had. He said that was fine. When we left, him and his wife loved the floor.He then called 3 to 4 weeks after the job and said the floor was no good. I went over there and found that two places had swollen up from moisture. He then got upset and started telling me what he could and would do to my business. I walked out. He called telling me "what was what" and said if I would pay him$1000.00 he would forget the job. That is not our way of doing business and we have never had an issue like this before and we hope to get this resolved soon.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)ok, First off, our house is from the 1930's not the 1970's. The ceramic tile that was laid down was laid down by me. There were 3 broken tiles from my children dropping things on them. Had nothing to do with the floor. The floor itself was level for the most part and we never had an issue with the floor coming up. I just hated the tile I put down and wanted a professional job done. I also did pull out the old cabinets and showed the installer the water damage. I told him that I needed it level and fixed as the leak had now been fixed and will not be a problem in the future. I did tell Mo that I was in a hurry because I would be going back overseas soon but at no time told him I didn't have a lot of money. I told him I would pay for whatever needed to be done to fix the floor. He gave me choices and I told him to do what he thought was best. That is what he did. I did not choice the rout that was taken. I gave them an unlimited budget and told them to just do a professional job. We were also not pleased with the job from the finish as Mo, the boss, stopped by to get the final payment of 675.00 for the subflooring. I took him in and told him we were very unhappy with the floor. This was a day after the job was done. We never told him we loved the floor. We were so unhappy that Mo knocked off 75 dollars because we were unhappy. He left with a check of 600 instead of 675. This is proof that we had problems from the start and he knew about them. We then went on our vacation and when we returned, the floor had gotten much worse. We contacted Mo and he got irate over the phone. He then offered a refund to me. I never asked for a refund until he offered it so that part of his story isn't true. I accepted the refund over the phone. He then said he had to come look at the floor if he was going to give a refund. He came over and then saw the problems in the floor. He even said that he wouldn't want this happening in his floor. He would not fix the sinking floor under the sink but offered to try to sand down the hills that popped up in the floor. I wanted the whole floor fixed. He said no. So I told him to just give me a refund of 1000 so I can get another professional to come fix what he had done. That's the 1000 that he talks about. This was only asked for after he originally offed the idea of a refund. He said no and walked out. He then said he would not come back to my house with me present. When he said I told him what I would do to his business, I told him I would contact the Revdex.com and [redacted]'s list and any other service rating site as is my right as a consumer. I never made threats against him or his business. I will do this the right way to get my money back. Again, he offered the refund and then backed down after I accepted. He now won't provide me proof that he is even licensed or insured. I would like to get proof of this. I want this complaint to continue. He will not give me any receipts or the contract I signed. He will not do anything to resolve this problem. I have hit a wall and all he seems to be able to do is lie. I will have testimony from a floor professional that the work was done wrong. This will be coming later. I will also be adding testimony from 2 other people. I have all of the proof and facts on my side. This will be shown. I also want this to be over as soon as possible. A full refund. Can the Revdex.com please send someone out to see the work that was done. That is all the evidence I need.Final Business Response Mr.[redacted] stated in his complaint that the house was from the 1930s. There is no question the house and floors are old.The ceramic tile that was on the floor was cracked and from my experience unlevel floors lead to cracked tile. I gave my professional opinion and vinyl tile was selected and laid down. The job was done professionally and correct. Not once were we told the budget was unlimited. We done the job on the alotted budget and Mr.[redacted] knew the floors were unlevel after the job was complete because thats the route he chose. He seen the job and him and his wife loved it. He did not pay the price on the invoice because this is something I do for a majority of my clients. It was a price break for choosing my business, not because there was a complaint. At the time the check was written there were no complaints to speak of. In the following weeks Mr.[redacted] called and stated some tiles had lifted. I went to survey the damage and found the reason for the lifting was because of moisture. There is no way my company is responsible for moisture under the tile weeks after the job is complete. I did however offer to come and repair the spot. Mr.[redacted] called to make an appointment for September 4th. It was agreed upon that Mr.[redacted] would not be present for this meeting. She even stated she just wanted the floor repaired on those few tiles and that she understood her husband could be overbearing. Her mother in law was going to be there for this visit but something came up so this appt was canceled and rescheduled for September 11th. Mr.[redacted] canceled this appointment. In none of our meetings or phone conversations did I offer a $1000.00 refund. The $1000.00 was an ultimatum I was given when Mr.[redacted] threatened to ruin my business. So far the amount has risen from $1000.00 to a total refund. This is a situation that clearly can't be resolved without a higher power involved because I have done everything I can but hand over a check. I have told Mr.[redacted] to quit calling my business because I feel it is no longer appropriate in finding a resolution for the client and more bordering on the lines of harassment.