Western States Flooring, Inc.

I do not agree with any of these statements made concerning my flooring. We contacted the installer within a couple of days after he installed the flooring. He was informed by my husband specifically to put in the flooring in the closets. As far as us dragging heavy objects across our entire floor is a joke. Who would have brand new flooring put down and drag all your furniture over every square inch of this flooring. This was a very inferior product that should not even be sold at [redacted]. The third party company was also not a reality. We know for a fact that he works for [redacted]. But that is another story. 
 
I appreciate that Western States Flooring did pay us the installation fee of 1,740 dollars. But as far as not owning up to their mistakes that makes me very unhappy. 
 
[redacted] would not own up to anything at all. A terrible company to deal with and from looking at other Revdex.com complaints against them it is the same thing. Shame on them. 
 
Thank You For the money that you paid us.

We understand our customers frustration and have since met with the customer at their home and are in the process of addressing all of the listed concerns.  We are confident that the customer will choose to close this claim upon the completion of these repairs to their satisfaction. We...

appreciate the opportunity to get these things resolved.

The Western States Flooring Team

I do not agree with any of these statements made concerning my flooring. We contacted the installer within a couple of days after he installed the flooring. He was informed by my husband specifically to put in the flooring in the closets. As far as us dragging heavy objects across our entire floor is a joke. Who would have brand new flooring put down and drag all your furniture over every square inch of this flooring. This was a very inferior product that should not even be sold at [redacted]. The third party company was also not a reality. We know for a fact that he works for [redacted]. But that is another story. 
 
I appreciate that Western States Flooring did pay us the installation fee of 1,740 dollars. But as far as not owning up to their mistakes that makes me very unhappy. 
 
[redacted] would not own up to anything at all. A terrible company to deal with and from looking at other Revdex.com complaints against them it is the same thing. Shame on them. 
 
Thank You For the money that you paid us.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

We are wiling to accept what Western States Flooring has stated in reference to complaint ID [redacted] for now and consider the matter resolved. We will work with [redacted], who sold us the carpet, and subcontracted with Western States Flooring. If for some reason the facts as stated by Western States Flooring are incorrect, we will refile a complaint. We are not privy to the contract relationship between Western States Flooring and [redacted]. Unfortunately the carpet installed has issues; however, the installation was outstanding. We would have that installer back in a heart beat. We are sorry for any inconvenience we may have caused Western States Flooring.

Regards,

David W[redacted]

A meeting is scheduled with the customer for 2/4/14 and a [redacted] representative, as well as a representative from our company in an effort to find a resolution that the consumer will be satisfied with.

The consumer has accepted a compensation amount of $1740.00 and has signed a settlement and release agreement with Western States Flooring (see attached.) We consider this matter closed. Any further concerns need to be taken to [redacted],  the retailer they purchased their flooring from; and also have a Revdex.com claim open with on the same matter.

We want all of our customers to have a good experience throughout their flooring project, we are very disappointed that we did not meet that expectation in this instance.We encountered unforeseen subfloor repair needed on this project that delayed the tile installation. 2 man crews are the normal...

size of our crews, with the use of a third person occasionally.We are absorbing the costs of the additional work needed to the subfloor in an effort to ease the customers frustrations.The carpet shortage we experienced on Saturday was ordered first thing the next business day, we are expecting the carpet to arrive Tuesday 5/5 and we are scheduled to install the remaining portion of this carpet on Thursday 5/7. Running short on materials during an installation is the last thing we want see happen, and we are doing our best to expedite the arrival of those materials so we can complete this project.  It sounds like we could have done a better job in communicating the status of that reordered carpet to the customer, and we have addressed that internally with our staff.The tack strip in the areas currently not carpeted, have been covered and taped to ensure that nobody in the home steps on them.At this point we are on track to install the remainder of this job on Thursday 5/7 pending the material arrival.

A resolution to remove and reinstall the grout in the home was decided upon by the consumer, and Western States Flooring. We take the matter seriously and want to resolve the situation as quickly as possible for the customer to get their household back to normal. The repairs have been, and the consumers were compensated to stay at a hotel of their selection for the duration of the repairs, along with compensation for meals. The repairs were completed in accordance with standard installation practices and measures were taken to minimize any dust. We feel that the issue has been resolved to date.

We want all of our customers to have a good experience throughout their flooring project, we are very disappointed that we did not meet that expectation in this instance.We encountered unforeseen subfloor repair needed on this project that delayed the tile installation. 2 man crews are the normal size of our crews, with the use of a third person occasionally.We are absorbing the costs of the additional work needed to the subfloor in an effort to ease the customers frustrations.The carpet shortage we experienced on Saturday was ordered first thing the next business day, we are expecting the carpet to arrive Tuesday 5/5 and we are scheduled to install the remaining portion of this carpet on Thursday 5/7. Running short on materials during an installation is the last thing we want see happen, and we are doing our best to expedite the arrival of those materials so we can complete this project.  It sounds like we could have done a better job in communicating the status of that reordered carpet to the customer, and we have addressed that internally with our staff.The tack strip in the areas currently not carpeted, have been covered and taped to ensure that nobody in the home steps on them.At this point we are on track to install the remainder of this job on Thursday 5/7 pending the material arrival.

Western States Flooring did not sell, manufacture or supply this carpet. Nobody from our company came out and did the invasive inspection, that was someone from the carpet mill that was sent out at the retailers request from where the consumer purchased.  Additionally the initial problem...

with the wrong carpet being ordered had nothing to do with us. The company they ordered their carpet from ordered the wrong carpet. We simply identified the issue and alerted them that they ordered the wrong carpet. This complaint needs to removed from our license as none of the  issues detailed in the complaint have anything to do with us. The customer probably doesn't realize that, and we understand they just want their issue resolved. But the issue has nothing to do with our company. We merely install what is supplied. The customer needs to take their complaint to the retail store they purchased fromIn an effort to assist the consumer we have contacted the retail store they purchased their carpet from, and we let them know that this situation is not resolved and their customer is not satisfied. At this time we encourage the customer to contact the retail store that they purchased from to discuss the situation further.

While we are disappointed to hear that the customer feels there are unresolved issues with this flooring and installation; we do not agree with the statements made. The scratches and markings on the newly installed floor were not caused from an installers knee pads. These are drag marks caused...

after the installation of the floor. The customer was in the process of a renovation during this time so we cannot confirm how the damage occurred but it was not caused by our installers knee pads. Our records show we were not notified about these marks until days after the installation was complete and we were no longer on site. A 3rd party inspection company confirmed this damage could not have been caused by knee pads. (See attached document 3rd party inspection report.) Our company was not involved in the selling or selection process of the flooring that the customer purchased so we have no information to offer on the quality of the product the customer purchased.
It was our understanding that the customer was installing their own moldings in their closets being that the closets had existing base boards, whereas the rest of the house did not.  We will be happy to come back and install those moldings for the customer at no charge if they need us to do so.
Finally, [redacted] flooring requires a plastic moisture barrier only if there is a moisture problem present.  There are no moisture problems at this residence, therefore we did not use the plastic barrier, and we left that product for the customer to obtain a refund on.    See [redacted] installation instructions attached.  We have highlighted the text that applies. These instructions can be found online as well.

The consumer has accepted a compensation amount of $1740.00 and has signed a settlement and release agreement with Western States Flooring (see attached.) We consider this matter closed. Any further concerns need to be taken to [redacted],  the retailer they purchased their flooring from; and also have a Revdex.com claim open with on the same matter.

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.We took our son to his pediatrician because we thought he had bronchitis but instead has developed a lung infection due to the exposure to this grout dust.  We also have our dogs to worry about because they've been lying directly on the floor.  Yes the company is making a third attempt to come out to fix their mistake but I don't think it is being taken serious enough.  Waiting another week is unacceptable.  In the meantime Im still sleeping on the floor with air purifiers all around me and my wife refuses to stay in the house and has been staying at her moms. Regards,[redacted]

Review: THe company was presented to us through [redacted] to install carpet, the installer stopped the installation at the master bedroom and left a hole with pad exposed and visible screws into the ground without a metal seam to the carpet and had to take off 3 bedrooms doors off and failed to put them back he left them in my hallway. they also ran the carpet roll through my laundry room and damaged the walls.

They came in last to install the master bedroom but they did not do the job but they damaged my current carpet and left.

They got paid from [redacted] to arrange for extra carpet rolls pick up that they left they also failed to do so. that issue is going on since August 14, 2014Desired Settlement: They need to come back to my home and finish the job:

1- finish the hallway installation and provide a clean professional looking seam to the carpet as they promised.

2- Pick up the extra rolls they left behind measure to provide refund

3- put back doors that they left in the hallway

4-re tuck current carpet that their installer ripped out before making sure he is completing the job

5- paint the damaged walls they left behind

Business

Response:

We understand our customers frustration and have since met with the customer at their home and are in the process of addressing all of the listed concerns. We are confident that the customer will choose to close this claim upon the completion of these repairs to their satisfaction. We appreciate the opportunity to get these things resolved.

The Western States Flooring Team

Horrible, Horrible experience!

We are building a new home, and therefore don't have AC installed. It was critical to our building schedule that the flooring be installed when it was scheduled. The installer started the work and everything was going fine when the supervisor showed up and refused to continue because there was no AC in the house! We took the temperature and it was within the limits defined by the laminate flooring.

We called Home Depot and talked to the manager there. The manager said that the installer was wrong and would instruct them to continue the installation. We even told the supervisor we would be fine if he voided the warrenty, just to install the floor. The supervisor for Western States still refused. The poor manager at Home Depot said she had never seen such bull-headedness in her 14 years there!

Don't work with this company! The installers are nice, but the Wester States flooring management is totally unreasonable. This ended up costing us nearly $1000 dollars!

My family just had carpet installed in our home and we cannot be more pleased. [redacted] ordered the wrong carpet and we nearly went ahead and had it installed. The Western States supervisor encouraged us to contact [redacted] and get the correct item for us as we would have to live with this carpet for many years. I am so glad he did! The company just completed the install and we are 100% satisfied with the quality of the work and the professionalism of the crew. BONUS- the supervisor came over and checked on the quality of work throughout the install and to check in with us to ensure we are happy. I will not hesitate to use or recommend Western States in the future. HIGH FIVE!

Western States on contract with Home Depot installed vinyl plank flooring in a 5' x 3' bathroom on a recent Friday.

-- The toilet was re-installed with a drip just short of a steady flow from the tank.

-- Six hours later when I returned home, the bathroom floor and part of the bedroom carpet were flooded. Two of the new planks had separated.

-- The installer apparently had not think to place a towel over the carpet tack strip while lifting the strip to avoid the rusted carpet tacks from flying into other areas of the home.

-- The next morning, I discovered the rusted carpet tack while stepping barefoot on a rusted carpet tack, without injury.

-- Paint provided to me by Home Depot for painting the quarter rounds was taken from the site by the installer.

-- Home Depot told me Friday night I would receive a call back from their flooring associate the next morning. When I called Saturday morning, the flooring associate did not know of my call the previous day.

-- On Monday, Western States returned the paint, repaired the planks, and completed the toilet installation.

Review: We contracted with Western States Flooring to install tile and carpet in the house. The tile installation was supposed to take 4 days and may 5 days. The first day of tile installation there were 3 tile layers, the other 4 days there were two but only one actually laid the tile. This was a large job that interfered with the carpet installation. We had to reschedule the carpet for a Friday, then had to schedule for Saturday.

The carpet intstallers arrived on Saturday only to tell me there wasn't enough carpet and could only do one room. The carpet was installed on 4/25/2015 and I received a call on 4/27/2015 stating they would order the carpet. I just received a call on 5/4/2015 stating the carpet has not arrived and we have no carpet in our bedroom with tac strips lying around and trying to avoid my 19 month old daughter from stepping on them. The woman Lisa told me the earliest install date would be 5/11/2015 which will be 3 weeks for a job that was supposed to take a week.Desired Settlement: I want the carpet installed ASAP as we have waited long enough for an error done by Western States Flooring and feel there has been no urgency to resolve this situation. I believe they put our order of carpet with a large order they receive rather than making ours a rush order.

Business

Response:

We want all of our customers to have a good experience throughout their flooring project, we are very disappointed that we did not meet that expectation in this instance.We encountered unforeseen subfloor repair needed on this project that delayed the tile installation. 2 man crews are the normal size of our crews, with the use of a third person occasionally.We are absorbing the costs of the additional work needed to the subfloor in an effort to ease the customers frustrations.The carpet shortage we experienced on Saturday was ordered first thing the next business day, we are expecting the carpet to arrive Tuesday 5/5 and we are scheduled to install the remaining portion of this carpet on Thursday 5/7. Running short on materials during an installation is the last thing we want see happen, and we are doing our best to expedite the arrival of those materials so we can complete this project. It sounds like we could have done a better job in communicating the status of that reordered carpet to the customer, and we have addressed that internally with our staff.The tack strip in the areas currently not carpeted, have been covered and taped to ensure that nobody in the home steps on them.At this point we are on track to install the remainder of this job on Thursday 5/7 pending the material arrival.

Business

Response:

We want all of our customers to have a good experience throughout their flooring project, we are very disappointed that we did not meet that expectation in this instance.We encountered unforeseen subfloor repair needed on this project that delayed the tile installation. 2 man crews are the normal size of our crews, with the use of a third person occasionally.We are absorbing the costs of the additional work needed to the subfloor in an effort to ease the customers frustrations.The carpet shortage we experienced on Saturday was ordered first thing the next business day, we are expecting the carpet to arrive Tuesday 5/5 and we are scheduled to install the remaining portion of this carpet on Thursday 5/7. Running short on materials during an installation is the last thing we want see happen, and we are doing our best to expedite the arrival of those materials so we can complete this project. It sounds like we could have done a better job in communicating the status of that reordered carpet to the customer, and we have addressed that internally with our staff.The tack strip in the areas currently not carpeted, have been covered and taped to ensure that nobody in the home steps on them.At this point we are on track to install the remainder of this job on Thursday 5/7 pending the material arrival.

They did a terrific job with the installation of our carpet bought from [redacted]. Great job on the seams!

Review: We purchased the flooring through [redacted] and this is who they sent out to install the tile. First of all the installer came by himself which I thought was weird because it a decent sized job. He also spoke about 70% English which made it hard to converse at times and there were times I felt he didn't understand what I said. He was on time though and even called ahead to let us know when he would be coming. It took about 2 and a half days to complete. After installation we started to notice chips and scratches and eventually small holes in the grout. We called [redacted] first and they suggested to call Western Flooring first. They were very nice on phone and setup for an inspector to come by the following week. The inspector agreed that there was a problem with the grout. He thought maybe they mixed the grout wrong and they would have to most likely replace the grout. He asked if we had 3 extra bags of grout. We happened to have extra bags only because we were told we needed 6 bags but they only used 3. I was confused to why they were trying to use the extra grout that I intended to return to [redacted]. It made sense to me that if they made a mistake on the grout that they would have to replace it themselves. The inspector acknowledged my frustration and agreed that the contractor would have to bring 3 bags of grout when they came to replace the grout. I hadn't heard back from them on when they were going to come back so I had to call them which further irritated me. We set a date for two weeks later. Let me add that in the meantime 85% of my family's belongings including couches, stove, and bed were still in the garage because it didn't make sense to have to haul it back in and then back out again. We have four dogs and a two year old so imagine the frustration. My wife has our bed crammed in our sons room in order to have a place to sleep and I am sleeping on a sleeping bag in the living room.

So finally the reinstall date came( Jan 27th) and [redacted] approached. We showed him the issues with the grout and he explained it was from the dogs nails. He then asked if I had extra bags of grout to use. He showed me that on the paperwork it actually stated "owner has two bags of grout in garage" I explained to him that we explained to inspector that that grout was not available and they were supposed to be bringing replacement grout. He called someone and then proceeded to ask if I at least had the remainder of the bag he didn't finish. I said yeah that's fine but was confused to how he would be replacing grout with only a 1/5 of bag of grout. He then said he wouldn't have to replace but only scrape off top portion and fill in grout where needed. I should have called right then but didn't. I trusted they knew what they were doing. Well when I got back home and floor looked nice at first. I also noticed that the contractor went ahead and opened up one of the unopened bags of grout in the garage that I clearly said were not to be used. He also took it upon himself to use my microfiber towel that I use to dry our vehicles to I guess dry the floor. The towel was soaked and laid out on the garage floor. So now its been four days since reattempt and the floor is already doing the same thing. I thought maybe the dogs were the cause but after looking up online and talking with [redacted] this was not the issue. Grout is supposed to withstand dogs nails and it clearly was mixture issue and should have been replaced. So I have called [redacted] Customer Care and the actual [redacted] Store was supposed to called back today and of course they didn't. I plan on sending separate complaint on [redacted] as well.Desired Settlement: All I know is that we have been majorly inconvenienced by both parties and hope for the most compensation possible.

Business

Response:

A meeting is scheduled with the customer for 2/4/14 and a [redacted] representative, as well as a representative from our company in an effort to find a resolution that the consumer will be satisfied with.

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.We took our son to his pediatrician because we thought he had bronchitis but instead has developed a lung infection due to the exposure to this grout dust. We also have our dogs to worry about because they've been lying directly on the floor. Yes the company is making a third attempt to come out to fix their mistake but I don't think it is being taken serious enough. Waiting another week is unacceptable. In the meantime Im still sleeping on the floor with air purifiers all around me and my wife refuses to stay in the house and has been staying at her moms. Regards,[redacted]

Business

Response:

A resolution to remove and reinstall the grout in the home was decided upon by the consumer, and Western States Flooring. We take the matter seriously and want to resolve the situation as quickly as possible for the customer to get their household back to normal. The repairs have been, and the consumers were compensated to stay at a hotel of their selection for the duration of the repairs, along with compensation for meals. The repairs were completed in accordance with standard installation practices and measures were taken to minimize any dust. We feel that the issue has been resolved to date.