West Coast Flooring Center

Review: Due to a backorder of the tile, installation did not begin until 4/6/15 (ordered 2/20/15).It took 6 days for the tile layers to finish laying the whole house.Throughout the 6 days we noticed poor workmanship on the tile.Every time we noticed a new problem, we would bring it up to [redacted] at West Coast Flooring. The biggest problem has been the chips and scratches on the tile. We were told it was most likely a manufacturer's problem & the tiles came like that.(I'm not sure why you would lay them with such obvious scratches & chips if that were the case.)After a few [redacted] of going back and forth they finally sent a rep from the tile manufacturer out to take pictures to determine if it was a manufacturer's problem or installers scratched and chipped them.The tile company rep told me it would take a week to determine.Finally 2 [redacted] later, someone from West Coast Flooring called to set up a time to replace all the tiles.I do not know if it was ever determined who was at fault for all of the chipped & scratched tiles. According to WCF someone would be to our house on 6/1. The morning of 6/1 they called and cancelled.I spent the morning moving all the furniture and [redacted]ing which tiles that needed replacing.I was not happy. After talking with [redacted], someone finally got to our house to start work but they did not have tile to replace the ones that were pulled up and no one from WCF dropped any tile off (like [redacted] told me over the phone that they would do).The tile layer was able to remove 13 of the about 30+ broken tiles on 6/1/15.On 6/2/15 the same 2 tile layers show up. The tile layers still have no tile with them to replace the ones they pulled up.After talking with the 2 tile layers, they told me their boss ([redacted] Tile, who is contracted by WCF) informed them they could only replace the tiles they pulled up yesterday.They were not to pull up and replace any more. I sent the 2 tile workers away.Now I am left with a half tiled kitchen and no end in sight.Desired Settlement: I want them to correctly finish the job they started in a timely manner.

Business

Response:

Hello [redacted],My name is [redacted] and I am responding for West Coast flooring in regards to this complaint from [redacted]. I sent email back to the Revdex.com through the link that was originally sent to me. I don't know why it was not received. This customer has also submitted a charge back request to the credit card company as well at this time. I met with the [redacted] prior to this complaint and we agreed that there would be approx 30 tiles replaced. At this point all of the tiles that had originally been discussed have been replaced but they now have more tiles that they are not happy with. On July 10th, [redacted], one of our owners, [redacted] the head tile contractor and myself went to the home to meet with them to see their issues. [redacted] has been in contact with them since then and is trying to come to an agreed resolution. There has not been a solution that they agree with yet but we will continue to work with them towards that. I will send update once that has been reached. Please email me directly for any further needs or questions.Thank you,[redacted] - WCFCCustomer Service Manager / Sales760-[redacted]@westcoastflooring.com

Review: West Coast Flooring installed new carpet in two bedrooms. We then contracted with them to install new laminate flooring in the living room, dining area, hallway and both bathrooms. On the fourth day of the laminate installation, the installer informed us that they incorrectly measured and he was short enough material to complete the job. He said he would call us the next day. We waited a week before we called the store. They were going to have their customer service rep contact us. We had to call again before he came to see that the job was incomplete and said he would have the installer return. The installer returned the following week. I pointed out some missing transitions and he said they weren't necessary. He then installed laminate over ceramic tile in the bathroom. I said I thought they were supposed to remove the tile. He said he didn't have to and it would be better with it (the store charged us for the removal of ceramic tile). The carpet in the entry to one bathroom is pulling up because he refused to install transition. I took a picture of it and went to the store where I spoke with the customer service rep ([redacted]) who said he would call me the next day. He has never called.Desired Settlement: If West Coast is not going to remove the bathroom tile, they owe us a refund of that cost. We want the transitions from hallway to bedroom and hallway to washroom installed as soon as possible.

Business

Response:

Please be advised that we went to [redacted]'s home on Friday 5/22/15 to complete the repairs. My assistant has tried calling a few times to follow up and make sure everything has been fixed to her satisfaction. She has not returned our calls. I am assuming that she is now ok with everything considering her non response. I apologize that Ms. [redacted] was not happy with the initial installation but want her to know that we stand behind our work and if anything else is needed to feel free to contact us. Thank you

Consumer

Response:

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

A young lady from the business telephoned me as we were preparing for take-off on an airplane enroute to North Carolina 05/28/15 for a family event. I told her I couldn't talk and I would call when I could. It was the only call I ever got. We returned home last evening and I was going to call her today when I saw this message. [redacted], owner of [redacted] Floor Covering, came to our home and spent 2 hours completing the job. I am now ok with the floor, but we were charged for removal of linoleum in one bathroom and tile in the second bathroom which did not happen. The original installer installed laminate directly over the linoleum and tile. I don't feel I should be charged for this labor as it was not performed.

Regards,

Business

Response:

I looked at Ms. [redacted]s invoice and confirmed that the 2 items she is disputing did not get performed at the time of install. I apologize this was not addressed in the first complaint. I have requested a refund check in the amount of $107.60 be processed and mailed to Ms. [redacted]. The check should be sent out by the end of next week. It will be mailed to the address we have on file for her. Thank you,