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Walls, Floors & More, Inc.

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Reviews Walls, Floors & More, Inc.

Walls, Floors & More, Inc. Reviews (9)

Dear ***; I am writing in reference to your recent letter regarding case #***Unfortunately, it appears that the reason this customer has written to the Revdex.com is because she was past due on her balanceI have been requesting payment since August, and I did just advise her that it would be
turned over to collections if not paidI did indeed go to their home post-installation, and the issue was that the wife had chosen a mid-grade cabinet, which the husband felt was too expensiveHe demanded a “budget” type cabinet to achieve the price point he wantedWhen that base-grade cabinet was installed, he was upset that the quality was not comparable to the one the wife had pickedThe assertion that we wouldn’t do anything is completely falseI informed him that as a customer courtesy, even though we had delivered and installed exactly what they picked, that we would remove that cabinet, credit him towards the mid-grade cabinet his wife originally selected, and he would only pay the differenceHe refused, and has refused to pay the balance due until nowI have attached several pictures of the work that was doneWe stand by the quality of our workmanship and the very fair price that we chargedShe asserts that the installation was “horrible", but she felt comfortable enough with the quality to hire my installer, for cash on the side, to do additional work in her homeTherefore, the charge that he was paid twice for the same work is false.We billed her only for installing custom shelving in the kitchen that required steel rods through the tile (see attached photo), and her cabinetsThe customer knew what that charge was prior to the installationFinally, if they are now claiming they have warranty issues, and would like them addressed, they may contact us to arrange for repairs. Thank You.Sincerely, ** *** ***President, Walls, Floors, & More

This letter is in response to the complaint filed by *** *** on 8/30/2014,
We regret that she has chosen to file a complaintHowever, her characterization of the situation is somewhat tacking in completeness
This is a natural stone, which *** saw at our store prior to finishing
While we demonstrated that the stone would darken, she apparently did not comprehend what It would look likeWhen we first showed her the stone with the darkening sealer on it, she demanded that it be darkened furtherThis required considerable extra effort and time, while attempting to meet a tight installation windowWe showed her a sample of the finished product, which she approved
The marks she speaks of are indeed the natural marks of the stone, which were highlighted by the sealerRust was color present in the stone, not mafimadeThe tackiness was indeed present, as we were attempting to get the stone to the darkness she expected and still make her Installation datel
We are within our legal rights to retain her deposit under the terms of the contract she signedThis was special order material that we paid our fabricator to finish to her specificationsIt is unlikely to sell in its current configurationWe have $2,in direct cost already in this project, between the cost of the slab and the material to fabricate it
Given that Mrs*** informed us that she initiated a chargeback with the credit card company, we believe at this juncture that we will take no further action until that situation is resolvedIn addition, we will not refund the additional $1,800, as that charge is unwarranted and unfounded
** *** ***

The following is a direct response to [redacted] response to our complaint. Supporting documents have been emailed along with a complete summary. Our responses are shown in blue.
We regret that she has chosen to file a complaint. However, her characterization of the situation is somewhat tacking in completeness.
This is a natural stone, which [redacted] saw at our store prior to finishing. My husband and I were both present when we made the decision to go with the natural quartzite stone. Rust marks, black marks and circular marks were present on the stone as it has been stored outside in the elements on a metal rack. We specifically asked [redacted] about these imperfections and we were told these would all come out in the cleaning, sanding and polishing process done on the stone prior to installation. I even asked what if they don’t and he said we would be notified to review prior and would be able to make the decision at that time if we wanted to proceed. He remarked that I worry to too much as he has done this countless times and it will be beautiful
While we demonstrated that the stone would darken, she apparently did not comprehend what It would look like. Again on this day, [redacted] took a wet cloth and showed us how the stone would look with the color enhancer applied. In its dry form it looked like concrete and we did not like this at all. We wanted something that mimicked the look of marble. With the wet cloth applied, the stone did not darken but it did reveal beautiful grey on grey veins throughout the stone. My husband and I really liked this look and [redacted] assured us it could be recreated with the pre-sealer.
When we first showed her the stone with the darkening sealer on it, she demanded that it be darkened further. The week before our installation our contractor went to talk to [redacted] to make sure all would go smoothly for us. [redacted] informed him that he planned to apply the color enhancing pre-sealer in our home after the installation. Our contractor told him that this was unacceptable and told us. We promptly sent an email (attached) and made a follow-up phone call as this was not something we would agree to and not the way it was presented at the time of our order, it is after all a pre­sealer. We offered to come view the stone at his warehouse anytime during the process as they prepared the stone. The weekend came and went and we assumed all went smoothly as we never received a call.
However, at 6:00pm, August 25th the night before our install setup for 9:30am, August 26th the next morning, [redacted] showed up at our home unannounced with a piece of the stone. Again my husband and I were both present. He had applied one coat of the color enhancing pre-sealer and the stone showed no change at all, in other words it looked like concrete. He uses the term darkening, but the look had nothing to do with darkening, we wanted the veining to show as promised in the demonstration when [redacted] wet the stone. [redacted] said he would go back to the store and try to apply another coat and we could come at closing around 8:00pm to view it. When we did come to the store the stone was still wet.
It was at this time during our discussion that [redacted] disclosed he had never worked with quartzite before. We were very upset as we did not sign on for R & D. In addition, At this point I wanted a refund, but my husband felt [redacted] should be given the opportunity to make it right and allow him to do more trial and error since we really liked the stone. The stone was still wet so we had no idea if the second coat made a difference or not. He said we could come back the next morning and see if it looked good dry.
This required considerable extra effort and time, while attempting to meet a tight installation window. My
husband signed the contract on July 16, 2014, (you hae a copy of this already) it was now August 25h (our installation of August 26th was set within days of the contract being signed). [redacted] had about six weeks to research and test the color enhancer - why did he wait until the last minute?
We showed her a sample of the finished product, which she approved. My husband and I never saw a finished sample that was not still wet, therefore we never approved anything. The following morning [redacted] from WF&M showed up to our home (again unannounced) with a third coat on the stone, but again it was still wet. The stone always looked beautiful when wet. He said they would send a photo when it dried as we could not go to the warehouse, (email attached)
The marks she speaks of are indeed the natural marks of the stone, which were highlighted by the sealer. Rust was color present in the stone, not mafimade. Response is above, plus full documentation attached from the Marble institute of America which I researched after we refused the stone. Short excerpt: from MIA:
“Iron or rust stains are orange to brown in color and follow the shape of the staining object such as nails, bolts, screws, cans, flower pots, metal furniture. Copper and bronze stains appear as green or muddy-brown and result from the action of moisture on nearby or embedded bronze, copper or brass items. Metal stains must be removed with a poultice. (See website on Using a Poultice www.marble-institute.com/consumers/poultices.cfm. Deep-seated, rusty stains are extremely difficult to remove and the stone may be permanently stained.”
The tackiness was indeed present, as we were attempting to get the stone to the darkness she expected and still make her Installation datel. Originally we were told they would be able to apply the three coats and install by Wednesday. Our contractor said it would be impossible to have it dry in time, so we moved it to Friday.
[redacted] from Wails, Floors & More arrived first on Friday August 29th and said "it's a good thing you told us to wait until Friday, as the sealant just got dry". We asked where the installers were and he said they were on the way. A short time later a van puiis up with a name on the side [redacted]. We immediately asked [redacted] who this company was and he said it was the subcontractor. My husband said [redacted] had told us the work was done in his own warehouse in [redacted], this company was never mentioned. [redacted] was silent.
Since this date, we did our own research and found [redacted] was not a registered licensed contractor in the state of PA (email from state verifying this is attached). [redacted] had no idea how to treat and prepare quartzite by their own admission to us on the day of the installation. They had never even heard of this stone.
My contractor was the first to go into the truck to iook at the stone. He could tell immediately it was not acceptable. His synopsis of what transpired is attached). I climbed in the truck to look and immediately saw a multitude of imperfections. The sad thing was the grey on grey veining looked better than expected, but the rust stains, circular marks, black marks were not removed. Plus, the workmanship itself was terrible.
The installers from [redacted] brought the long counter piece out of the trucks and set up two workhorses to put it on. At this point the poor workmanship in the sunlight was even more apparent. I asked them how they could miss the rust marks, circular etched marks, swirl marks from their sander, etc, and one of them replied "it's not our fault, we do not have good lighting in our warehouse".
The visible swirl marks made by a hand sander plus actual dips in the stone where it was sanded more than in other areas made it obvious they had substandard equipment. In addition, to the touch, parts were very smooth and other parts rough as if the sanded fragments had been sealed into the finish. In addition, places on the stone were still tacky to the touch as the sealer had not completely dried.
As we pointed these out, one workman who said he did not speak English, began sanding away again with the small circular hand sander and applying sealer over the place he just sanded. Not only was this unacceptable - it was beyond words.
We asked [redacted] to have [redacted] come up immediately. He called him but said he was too busy to come and there was no one else in the store. He would not even talk to us directly by phone. He told [redacted] to tell us to have it installed and see what it looked like in our kitchen since the lighting there was not as good as sunlight and we would not notice the imperfections. Unbelievable!
If he really wanted to help us he could have easily sent [redacted] to the store so he could come up to see for himself. The store is only a few minutes from our house.
My husband said to take it away as we did not want this terrible looking and unsanitary countertop in our kitchen. We just wanted our money back. I gave [redacted] until 2:00pm to refund our deposit or I would call my credit card company and the Revdex.com. We received no email or phone call. At 2:00pm we called the store and it went to VM. At 4:30 there was still no call or email so we did call our credit card company.
We are within our legal rights to retain her deposit under the terms of the contract she signed. This was special order material that we paid our fabricator to finish to her specifications. It is unlikely to sell in its current configuration. We have $2,800 in direct cost already in this project, between the cost of the slab and the material to fabricate it. We received an email Tuesday morning (attached) saying they would refund our money if we signed a Release of Claim form which to date we have never received. In our opinion, this email proves admission by Walls, Floors & More that the stone was not prepared properly.
Given that Mrs. [redacted] informed us that she initiated a chargeback with the credit card company, we believe at this juncture that we will take no further action until that situation is resolved. In addition, we will not refund the additional $1,800, as that charge is unwarranted and unfounded.
[redacted] President Walls, Floors, & More
Our credit card company has given us a temporary credit, pending their findings. By law Wall, Floors & More had 15 days to refund our money without the penalty of a charge back. They chose not to do so. The credit card refund process could take up to 90 days to complete. We are still waiting to see a response from [redacted] on our charge back.
We will be in touch again once we have this outcome. Thank you for your attention.

I spoke to [redacted] last week to see if a determination was made with respect to the charge back request of the $2,000.00 deposit to Walls Floors & More.  Just to refresh your memory, we requested a stop payment on this deposit for the countertops because when they arrived they were not at all as described, had major defects and poor workmanship.  As a result we did not accept them so they were never installed in our home. I originally was told by [redacted] that once they received our documentation it would be 10 – 15 days for a determination. I since found out that the representative misspoke and Walls Floor & More would be given an additional 30 days to send another rebuttal based on the 15 pages of documentation my husband and I submitted. If they still wish to fight the credit, they have this 30 days to submit additional documentation. If they do submit additional documentation we will have the opportunity to send further documentation if required. I cannot believe how the system favors a merchant giving them so much time to respond, but it is what it is.  My representative from [redacted] felt our documentation was enough to win the credit once [redacted] sees all the documentation from both sides, but we will not know now until another month. Needless to say it has been very stressful on us, but hopefully it will all be done soon and we can move forward with the resolution with the Revdex.com. Thank you for staying on top of this. Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that their information does not accurately describe events and therefore we are not accepting a close to our complaint.
The information presented in the response from Walls, Floors & More is factually incorrect and we have proof, both with our own information and the information which will be provided by our contractor and another third party.  In addition, we received a note from Walls, Floors & More saying they would refund our deposit if we signed some sort of release. This came to us on September 2nd saying [redacted] would get this to us shortly,  We waited until Friday before we forwarded this to our western PA representative [redacted] informing her we would be out of town until the 18th and never received any follow up from [redacted] after the 2nd. Again they made statements that were untrue and without follow-up.It is important to note that both [redacted] and [redacted] from Walls, floors and more knew of our vacation plans and the dates for same. We will be happy to submit evidence disputing their claim by the end of this month.  We are not returning until September 18th as noted and  we will need time to gather the evidence in a succinct manner to scan into the computer and upload to you.  In addition, their own contract clearly states the sealer was to be pretreated, not finished in our driveway by their subcontractors who were attempting to fix the defects they could not "see"  by their own admission due to lack of proper lighting in their work facility.  [redacted] was already behind by four days as the countertops had an installation of Tuesday. We never signed off on any finished product as all samples were either still wet, incomplete or via photographs which we specifically said we would not approve.  We offered several times to go to see the process at what we thought was their own warehouse in [redacted] as described by [redacted] to my husband who asked the specific question.  We had no idea this work was subcontracted to another company, let alone one that does not appear to be licensed by the state of PA.We assume you will carefully review our material when we submit it later this month. 
Regards,
[redacted]

Review: I purchased and island and countertop from Walls,Floors, and More. I was assured, by [redacted], that the island could be customized to fit my microwave. Once installed the island looked plastic and poor quality. The installation was horrible. There are huge gaps around the microwave,the doors are uneven and wobble,& a gap between the counter and cabinet. I immediately called [redacted].After seeing it, he refused to remove it or upgrade it and insisted it was a quality product.The door fell off a month later, followed by the trim molding and the microwave hangs out of the front.I made several attempts to call him to come to a resolution. No response. I refused to make the final payments for the install until a resolution could be determined. To make matters worse I paid the installer separately to install shelves & a desk in my office. He, in turn, charged Wall/Floors/more for the hours I paid him for. He essentially go paid twice. I brought this to [redacted]'s attention as well, and he said " I guess you should have booked it through me and this wouldn't have happened." This past week I received a letter from Wall,Floors, and More threatening to report me to the credit bureau if I didn't submit the final payment. I sent the payment to avoid damaging my credit, but this is the most unprofessional organization I have ever worked with. They do not stand by their work or their products. The installers they sent to my home were unprofessional (taking a 2 hour lunch) and vulgar. I am left with the cost of removing and replacing this island and the additional 1565.00 I paid for the horrible install. After some research, I discovered that I paid nearly double for this project. Best advice to others is to do your research and do NOT trust this business their contract only protects them and does nothing for the consumer.Desired Settlement: I am requesting that the island be removed and my money refunded.

Business

Response:

Dear [redacted]; I am writing in reference to your recent letter regarding case #[redacted]. Unfortunately, it appears that the reason this customer has written to the Revdex.com is because she was past due on her balance. I have been requesting payment since August, and I did just advise her that it would be turned over to collections if not paid. I did indeed go to their home post-installation, and the issue was that the wife had chosen a mid-grade cabinet, which the husband felt was too expensive. He demanded a “budget” type cabinet to achieve the price point he wanted. When that base-grade cabinet was installed, he was upset that the quality was not comparable to the one the wife had picked. The assertion that we wouldn’t do anything is completely false. I informed him that as a customer courtesy, even though we had delivered and installed exactly what they picked, that we would remove that cabinet, credit him towards the mid-grade cabinet his wife originally selected, and he would only pay the difference. He refused, and has refused to pay the balance due until now. I have attached several pictures of the work that was done. We stand by the quality of our workmanship and the very fair price that we charged. She asserts that the installation was “horrible", but she felt comfortable enough with the quality to hire my installer, for cash on the side, to do additional work in her home. Therefore, the charge that he was paid twice for the same work is false.We billed her only for installing custom shelving in the kitchen that required steel rods through the tile (see attached photo), and her cabinets. The customer knew what that charge was prior to the installation. Finally, if they are now claiming they have warranty issues, and would like them addressed, they may contact us to arrange for repairs. Thank You.Sincerely, [redacted]President, Walls, Floors, & More

Review: I signed a sales agreement with walls, floors, and more, to buy, new kitchen cabinets and countertops on 4-5-13. the total of the sale was $10.501.67 , the agreed upon CASH PRICE was $9200.00 out the door, for EVERYTHING listed in the sales work order. I received everything in the work order EXCEPT the hardware ( door knobs and handles ) which I was CHARGED $250.00 for. After about 15 phone calls, and a number of attempts trying to get the, the owner [redacted] said I quote (I am not giving them to you) since the I've went to home depot and bought new hardware spending $300.00 more of my own money. I would only ask that Walls, Floors and More refund the $250.00 that I already paid to them for my hardware. I have the work order signed and receipt signed by the owner Mike that I can fax or mail to you.. PLEASE help me resolve this issue. thank you.[redacted]Desired Settlement: refund of the $250.00 I paid for the hardware

Business

Response:

Thank you for bringing Mr. [redacted]’s concerns to our attention, and I appreciate the opportunity to correct the misunderstanding.

Mr. [redacted] received a quote for products and services marked "Sales Work Order". This was only a quote and you will note that it says "[redacted] needs to make changes 4/10/13—not final copy"

When Mr. [redacted] negotiated a discount for paying cash, I told him that it would not include the hardware. Unfortunately, I did not realize that the hardware was still listed on the original Word document, since it wasn’t in our point of sale system. This has created the misunderstanding between us.

While I stand by my statement that this project was not to include the hardware, I can see Mr. [redacted]’s side of this as well. Therefore, I am willing to split the difference and refund him $125. By way of this letter, I will be sending the check via US mail along with a letter advising him of such.

Dear [redacted];

I am writing in reference to the complaint you filed with the Revdex.com. Upon review of the documents, I see now why there has been confusion. As I have explained to them, when we negotiated the cash discount, I told you the hardware was not included, but did not realize it was still listed on [redacted] product listing when the bill was written up. It should have been removed, but was not

I still stand by my statement that the hardware was not included, but understand how you would continue to believe otherwise. Since we both believe we are right, I believe the fairest way to resolve this is to split the difference. Therefore, I am sending a check for $125 to resolve the matter.

This check will serve as final payment and cashing it will indicate your acceptance of the offer without any further claim.

Review: While we were working, Walls Floors and More came to install our kitchen cabinets. When we came home, we noticed that a few of the cabinets were a different color from the others,some doors were cracked and warped and the hinges were different on the discolored doors. When we said something to the salesman about it, he told us they put those cabinets in just so we would have cabinets for the holidays and that they would take care of it after. In January, we contacted them about when they would fix the problem. They sent workers out to change cabinets doors that they had damaged, aligned a few drawers and made some adjustments to cabinet doors. When we complained about the discolored cabinets, they said they would have the manufacturers representative get in touch with us. It took several weeks for him to contact us after we complained a few more times. The rep and salesman came to the house to examine the cabinets. The rep stated that the discolored cabinets must have happened when they changed their staining process. Upon leaving, the rep said the new doors would be here in 2 weeks. We did not want new doors because changing only the doors would give us two-toned cabinets, leaving the face and sides a different color. After complaining several more times, Walls Floors and More said they would take care of the problems for good. One worker came, removed a cracked cabinet door. When asked if he was replacing the discolored cabinets, he said he would have to go to the shop for help. One hour later the salesman came, put the cabinet door back on and said they could not do anything more that day. Every time we called and said who was calling, the salesman and owner were never available to take our calls.Desired Settlement: We would like to have the discolored cabinets completely changed and the warped and cracked doors replaced. We paid in full with good faith that they would install the cabinets in the color that was ordered and that they would take care of any problems like their contract states.

Business

Response:

This letter is in response to complaint #[redacted].

Please see attached correspondence from May 6th of this year, as well as the manufacturer’s warranty, which was sent to the customer along with the letter.

The cracked and warped doors mentioned by the customer were replaced. The customer also expressed concerns over the color match of the doors and cabinets. We had the cabinet company representative inspect the kitchen, and the doors and cabinets were all well within the color specifications. We attempted to resolve their concerns in good faith by ordering more replacement doors, even though there was no warranty issue. The customer agreed to this resolution when our salesperson went out with the cabinet company representative.

When I sent my installer out to install the replacements, he was not permitted to do so. We were then presented with the new demand to replace all the cabinets. We will not replace them, as they were inspected by the cabinet representative, were within the specifications of the manufacturer, and were not a warranty issue.

We stand behind our installation, but any further issues regarding the coloring will have to be addressed to the manufacturer. If you have any questions, please do not hesitate to contact me.

Review: We ordered a counter top for our kitchen from a slab of quartzite stone located at the store. We always wanted it to look as it did when wet which the owner [redacted] said could be accomplished with color enhancing sealant to be done at their warehouse.The day before the install [redacted] came to our house at 6:00pm with a sample of the stone and one coat of enhancer.The stone looked like concrete not as it did wet with the pretty marble like veining.We had to cancel the install date so [redacted] could figure it out.We had not realized he never worked with this stone before.The install was rescheduled for several days later and when it came we would not accept this counter top because of the following reasons: It was obvious to us and our contractor the stone was not prepared and cleaned properly prior to sealing.We saw many defects that were not mother nature made like symmetrical circular spots that deviated from the color pattern and were attempted to be sanded out causing a dip in the actual stone.Since they were symmetrical in nature, it appeared something that caused etching was left on the stone while being stored. Rust spots and marks that were not cleaned properly prior to sealing the stone.Swirl marks from improper use of a hand sander were obvious. A variation between smooth and rough areas on the stone, we expect due to dust getting back on the surface in places before it dried. Certain areas of the stone were still tacky to touch. When we pointed out the defects and asked the subcontracted installers if they saw these, one installer stated he could not see them in the shop because the lighting was so poor there. We showed [redacted](the CSR)the defects and he could see what we were unhappy with. We asked for [redacted] to come personally to review himself but he was too busy and suggested we bring it out of the sunlight into the house as the defects will not be as noticeable.Not only do we not have a counter top but we've incurred additional costs to others as a result of this unprofessional job.Desired Settlement: We are requesting our $2,000 deposit back plus $1,800 for the additional costs incurred by us to our contractor to remove our counter top, plumbing and electric appliances to be ready for the install that did not occur twice and then put it back temporarily for us now, until we can purchase a counter top from others. Some items were not able to be put back causing much chaos in our home.

Business

Response:

This letter is in response to the complaint filed by [redacted] on 8/30/2014,

We regret that she has chosen to file a complaint. However, her characterization of the situation is somewhat tacking in completeness.

This is a natural stone, which [redacted] saw at our store prior to finishing. While we demonstrated that the stone would darken, she apparently did not comprehend what It would look like. When we first showed her the stone with the darkening sealer on it, she demanded that it be darkened further. This required considerable extra effort and time, while attempting to meet a tight installation window. We showed her a sample of the finished product, which she approved.

The marks she speaks of are indeed the natural marks of the stone, which were highlighted by the sealer. Rust was color present in the stone, not mafimade. The tackiness was indeed present, as we were attempting to get the stone to the darkness she expected and still make her Installation datel

We are within our legal rights to retain her deposit under the terms of the contract she signed. This was special order material that we paid our fabricator to finish to her specifications. It is unlikely to sell in its current configuration. We have $2,800 in direct cost already in this project, between the cost of the slab and the material to fabricate it

Given that Mrs. [redacted] informed us that she initiated a chargeback with the credit card company, we believe at this juncture that we will take no further action until that situation is resolved. In addition, we will not refund the additional $1,800, as that charge is unwarranted and unfounded.

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Description: CARPET & RUG DEALERS-NEW, COUNTER TOPS, FLOOR MATERIALS, VINYL FLOORING, FLOORING RETAIL, KITCHEN & BATH DESIGN, FLOOR LAYING, REFINISHING & RESURFACING, TILE-CERAMIC-CONTRACTORS & DEALERS, CORK & CORK PRODUCTS, CABINETS

Address: 4166 Library Rd, Pittsburgh, Pennsylvania, United States, 15234

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