Allure Carpet & Flooring

The business has responded Please see below: To Whom It May Concern, My former client has submitted a complaint to your organization using faulty information and mis-representations regarding the product information, the scope of work pertaining to his job, as well as the timing it took to inspect the problemIn his "Statement of the Problem" section of the letter I received, he claims that I sold him a laminate flooring which is incorrectIn addition, he refers to the flooring itself as tile which is also a mis-represenation of the product he purchasedBased on his budgetary needs at the time as well as functionality of the workspace, he purchased a click-down, floating VINYL product that came in individual planks onlyNever was he sold, did he pay for, laminate tileMy company never delivered nor did we install laminate tileSecond, the client claims I said the sub-floor needed to be replaced and he was being charged accordinglyThat is absolutely FALSEI explained to him after inspecting the place and making preliminary attempts to fix the issue (at no charge to him) that the problem was occurring due to the fact that nails in the plywood sub floor were loose and separating from the subfloor due to excessive moisture coming up through the bottom of his homeIt is important to note at this point, that before the vinyl was installed, my company ripped up existing carpet, inspected the plywood subfloor and found NO imperfections with the subfloor itself or the hardware used to install itAt that point, no nails were coming up from the subfloorI then explained to him that once we rthe existing vinyl flooring to examine the subfloor more closely, I would re-install the existing plywood subfloor at no charge to him using the correct screws which he should have done when he first gained control of the propertyI explained to him in no uncertain terms that the only way he would be responsible for paying for a new subfloor was if the existing plywood was rotted which was very unlikelyIf the plywood subfloor was in good working condition, however loose, my company would reattach the loose sheets of plywood at NO cost to himThe client is being charged for the rand cart away of the existing vinyl flooring which was damaged due to his sub-flooring issues after the installation had been completedHe is also being charged for the replacement material cost as well as the labor to install the new vinyl flooringDue to the fact that there is no manufacturers defect and that the installation was perfect and followed all manufacturers guidelines, and his existing plywood is causing the damage, I do not believe that my company should be liable for any of the workLastly, as it relates to his claims of long wait times which are a complete misrepresentation of the truth, I have a text thread with his [redacted] to prove his claim is falseAfter the client came to discuss the issue with me, he then asked me to reach out to his [redacted] to set up an appointmentI did not receive the [redacted] 's contact information for about a week after our original discussionI then reached out to his [redacted] His [redacted] contacted me the next day to inform me that due to a personal matter he was experiencing, he would contact me in "a week or 2" to set up an appointmentAfter that, I did not receive any correspondence back for over a weekWhen the [redacted] finally did reach out to me, my company had already booked other installations for other clients and I could not accommodate the [redacted] 's immediate requestAfter a week window had elapsed I was able to set up an inspection with the [redacted] At that time, we attempted to fix the problem which was unsuccessful due to his sub-flooring issuesIf you have any further questions, please feel free to contact me via phone or e-mail ( [redacted] ) Sincerely, [redacted] Allure Carpet & Flooring Phone: ###-###-#### Mobile: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We responded to this reply from the business on 12/**Apparently, it has been sent againWe were hoping to reach a resolution with the help of the Revdex.com.
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
*** ***'s first point, that the product was not a laminate, is irrelevant As identified on the receipt and in my initial complaint, it is "English Oak, Bronze TL110" from Mannington; he is correct that the product is vinylThis is not the problem.His second point, regarding the sub-floor is what we wish to disputeHe says that he "would re-install the existing plywood subfloor at no chargeusing the correct screws which he [we] should have done when he [we] first gained control of the property." Before the carpet was ripped up to install the floor, we had no knowledge of a problem with loose nails in the plywood sub-floor After ripping up the carpet in preparation for installing the flooring, apparently neither he nor his crew noticed the nailsAs the experts, shouldn't Allure have pointed out the nails before the flooring installation? That would have been the appropriate time to address the problem and replace them with the appropriate screwsFurthermore, the carpet that existed in the room was there for at least yearsEven though it was old and tired, there were no places where nail heads poked upThe "bubble” that appeared was only a foot from the dishwasher--had the nail head been raised before, it would have been evident, not just to residents, but also to the floor installation crewWhen the flooring was nailed in, that could even have been the event that jarred loose the existing nailsWhether or not it is that nails need to be replaced or the subfloor itself, this is a problem dealing with the subfloor, not the Mannington productWe maintain that Allure should have identified this prior to putting down the new flooring.As far as the timing, initially the ***s caused a delayThe ***'s wife is pregnant and was afraid that fumes would be a problemAfter we spoke with the ***, they did make themselves available to *** *** to come back, but this did not happen promptly despite what *** *** has saidBecause we felt comfortable and trusted the *** of Allure, we did not maintain written records of the fact that I visited the store twice and called once per week over three weeks*** *** was apologetic and said that the crew was not available to visit the house because of commitments at other sites.All that we want is for the problem to be fixedAfter paying $1700, we don't think that it should cost $more
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

The business has responded Please see below:
To Whom It May Concern, My former client has submitted a complaint to your organization using faulty information and
mis-representations regarding the product information, the scope of work pertaining to his job, as well as the timing it took to inspect the problemIn his "Statement of the Problem" section of the letter I received, he claims that I sold him a laminate flooring which is incorrectIn addition, he refers to the flooring itself as tile which is also a mis-represenation of the product he purchasedBased on his budgetary needs at the time as well as functionality of the workspace, he purchased a click-down, floating VINYL product that came in individual planks onlyNever was he sold, did he pay for, laminate tileMy company never delivered nor did we install laminate tileSecond, the client claims I said the sub-floor needed to be replaced and he was being charged accordinglyThat is absolutely FALSEI explained to him after inspecting the place and making preliminary attempts to fix the issue (at no charge to him) that the problem was occurring due to the fact that nails in the plywood sub floor were loose and separating from the subfloor due to excessive moisture coming up through the bottom of his homeIt is important to note at this point, that before the vinyl was installed, my company ripped up existing carpet, inspected the plywood subfloor and found NO imperfections with the subfloor itself or the hardware used to install itAt that point, no nails were coming up from the subfloorI then explained to him that once we rthe existing vinyl flooring to examine the subfloor more closely, I would re-install the existing plywood subfloor at no charge to him using the correct screws which he should have done when he first gained control of the propertyI explained to him in no uncertain terms that the only way he would be responsible for paying for a new subfloor was if the existing plywood was rotted which was very unlikelyIf the plywood subfloor was in good working condition, however loose, my company would reattach the loose sheets of plywood at NO cost to himThe client is being charged for the rand cart away of the existing vinyl flooring which was damaged due to his sub-flooring issues after the installation had been completedHe is also being charged for the replacement material cost as well as the labor to install the new vinyl flooringDue to the fact that there is no manufacturers defect and that the installation was perfect and followed all manufacturers guidelines, and his existing plywood is causing the damage, I do not believe that my company should be liable for any of the workLastly, as it relates to his claims of long wait times which are a complete misrepresentation of the truth, I have a text thread with his *** to prove his claim is falseAfter the client came to discuss the issue with me, he then asked me to reach out to his *** to set up an appointmentI did not receive the ***'s contact information for about a week after our original discussionI then reached out to his ***His *** contacted me the next day to inform me that due to a personal matter he was experiencing, he would contact me in "a week or 2" to set up an appointmentAfter that, I did not receive any correspondence back for over a weekWhen the *** finally did reach out to me, my company had already booked other installations for other clients and I could not accommodate the ***'s immediate requestAfter a week window had elapsed I was able to set up an inspection with the ***At that time, we attempted to fix the problem which was unsuccessful due to his sub-flooring issuesIf you have any further questions, please feel free to contact me via phone or e-mail (***) Sincerely,*** ***

The business has responded.  Please see below:
 To Whom It May Concern,
My former client has submitted a complaint to your organization using faulty information and mis-representations regarding the product information, the scope of work pertaining to his job, as well as the timing it took to inspect the problem. In his "Statement of the Problem" section of the letter I received, he claims that I sold him a laminate flooring which is incorrect. In addition, he refers to the flooring itself as tile which is also a mis-represenation of the product he purchased. Based on his budgetary needs at the time as well as functionality of the workspace, he purchased a click-down, floating VINYL product that came in individual planks only. Never was he sold, did he pay for, laminate tile. My company never delivered nor did we install laminate tile. Second, the client claims I said the sub-floor needed to be replaced and he was being charged accordingly. That is absolutely FALSE. I explained to him after inspecting the place and making preliminary attempts to fix the issue (at no charge to him) that the problem was occurring due to the fact that nails in the plywood sub floor were loose and separating from the subfloor due to excessive moisture coming up through the bottom of his home. It is important to note at this point, that before the vinyl was installed, my company ripped up existing carpet, inspected the plywood subfloor and found NO imperfections with the subfloor itself or the hardware used to install it. At that point, no nails were coming up from the subfloor. I then explained to him that once we rip-up the existing vinyl flooring to examine the subfloor more closely, I would re-install the existing plywood subfloor at no charge to him using the correct screws which he should have done when he first gained control of the property. I explained to him in no uncertain terms that the only way he would be responsible for paying for a new subfloor was if the existing plywood was rotted which was very unlikely. If the plywood subfloor was in good working condition, however loose, my company would reattach the loose sheets of plywood at NO cost to him. The client is being charged for the rip-up and cart away of the existing vinyl flooring which was damaged due to his sub-flooring issues after the installation had been completed. He is also being charged for the replacement material cost as well as the labor to install the new vinyl flooring. Due to the fact that there is no manufacturers defect and that the installation was perfect and followed all manufacturers guidelines, and his existing plywood is causing the damage, I do not believe that my company should be liable for any of the work. Lastly, as it relates to his claims of long wait times which are a complete misrepresentation of the truth, I have a text thread with his [redacted] to prove his claim is false. After the client came to discuss the issue with me, he then asked me to reach out to his [redacted] to set up an appointment. I did not receive the [redacted]'s contact information for about a week after our original discussion. I then reached out to his [redacted]. His [redacted] contacted me the next day to inform me that due to a personal matter he was experiencing, he would contact me in "a week or 2" to set up an appointment. After that, I did not receive any correspondence back for over a week. When the [redacted] finally did reach out to me, my company had already booked other installations for other clients and I could not accommodate the [redacted]'s immediate request. After a 3 week window had elapsed I was able to set up an inspection with the [redacted]. At that time, we attempted to fix the problem which was unsuccessful due to his sub-flooring issues. If you have any further questions, please feel free to contact me via phone or e-mail ([redacted]) Sincerely,[redacted] Allure Carpet & Flooring Phone: ###-###-#### Mobile: ###-###-#### Fax: ###-###-####

Review: On 6/**/14, I ordered a Mannington laminate floor from Allure Carpet and Flooring in [redacted], [redacted], to be installed in my [redacted] at [redacted]. Allure installed the floor towards the [redacted] of August and it initially looked fine. A month later my [redacted] noticed there was a small bubble in the floor. Allure agreed to go to the [redacted] and look at it. It took them about 7 weeks to get there, they kept changing the date. As time elapsed not only was there a bubble in the floor, some of the tiles have started to separate.

When they finally got to the [redacted], they told me they would have to replace a portion of the new tiles on the floor and a portion of the subfloor. They said the bubble and the floor separation was caused by a bad subfloor and it needs to be replaced. They should have been able to recognize the subfloor was bad, before they installed the new floor.

I just paid $1700 to install this floor. Now they want to charge me $650 dollars, to rip up the new floor and carry it away, buy new floor material, and pay installation costs.

I do not feel I need to pay for new laminate flooring and installation. Why should I pay for their mistake.

The floor is a Mannington, English Oak, Bronze TL110. They want to replace 46 Sq Ft.

Allure's phone number is ###-###-####.

My name and number is ###-###-####Desired Settlement: I would like the floor to be repaired. I don't mind paying for a new subfloor, however I think they should cover all other expenses.

Business

Response:

The business has responded. Please see below:To Whom It May Concern, My former client has submitted a complaint to your organization using faulty information and mis-representations regarding the product information, the scope of work pertaining to his job, as well as the timing it took to inspect the problem. In his "Statement of the Problem" section of the letter I received, he claims that I sold him a laminate flooring which is incorrect. In addition, he refers to the flooring itself as tile which is also a mis-represenation of the product he purchased. Based on his budgetary needs at the time as well as functionality of the workspace, he purchased a click-down, floating VINYL product that came in individual planks only. Never was he sold, did he pay for, laminate tile. My company never delivered nor did we install laminate tile. Second, the client claims I said the sub-floor needed to be replaced and he was being charged accordingly. That is absolutely FALSE. I explained to him after inspecting the place and making preliminary attempts to fix the issue (at no charge to him) that the problem was occurring due to the fact that nails in the plywood sub floor were loose and separating from the subfloor due to excessive moisture coming up through the bottom of his home. It is important to note at this point, that before the vinyl was installed, my company ripped up existing carpet, inspected the plywood subfloor and found NO imperfections with the subfloor itself or the hardware used to install it. At that point, no nails were coming up from the subfloor. I then explained to him that once we rip-up the existing vinyl flooring to examine the subfloor more closely, I would re-install the existing plywood subfloor at no charge to him using the correct screws which he should have done when he first gained control of the property. I explained to him in no uncertain terms that the only way he would be responsible for paying for a new subfloor was if the existing plywood was rotted which was very unlikely. If the plywood subfloor was in good working condition, however loose, my company would reattach the loose sheets of plywood at NO cost to him. The client is being charged for the rip-up and cart away of the existing vinyl flooring which was damaged due to his sub-flooring issues after the installation had been completed. He is also being charged for the replacement material cost as well as the labor to install the new vinyl flooring. Due to the fact that there is no manufacturers defect and that the installation was perfect and followed all manufacturers guidelines, and his existing plywood is causing the damage, I do not believe that my company should be liable for any of the work. Lastly, as it relates to his claims of long wait times which are a complete misrepresentation of the truth, I have a text thread with his [redacted] to prove his claim is false. After the client came to discuss the issue with me, he then asked me to reach out to his [redacted] to set up an appointment. I did not receive the [redacted]'s contact information for about a week after our original discussion. I then reached out to his [redacted]. His [redacted] contacted me the next day to inform me that due to a personal matter he was experiencing, he would contact me in "a week or 2" to set up an appointment. After that, I did not receive any correspondence back for over a week. When the [redacted] finally did reach out to me, my company had already booked other installations for other clients and I could not accommodate the [redacted]'s immediate request. After a 3 week window had elapsed I was able to set up an inspection with the [redacted]. At that time, we attempted to fix the problem which was unsuccessful due to his sub-flooring issues. If you have any further questions, please feel free to contact me via phone or e-mail ([redacted]) Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:[redacted]'s first point, that the product was not a laminate, is irrelevant. As identified on the receipt and in my initial complaint, it is "English Oak, Bronze TL110" from Mannington; he is correct that the product is vinyl. This is not the problem.His second point, regarding the sub-floor is what we wish to dispute. He says that he "would re-install the existing plywood subfloor at no charge... using the correct screws which he [we] should have done when he [we] first gained control of the property." Before the carpet was ripped up to install the floor, we had no knowledge of a problem with loose nails in the plywood sub-floor. After ripping up the carpet in preparation for installing the flooring, apparently neither he nor his crew noticed the nails. As the experts, shouldn't Allure have pointed out the nails before the flooring installation? That would have been the appropriate time to address the problem and replace them with the appropriate screws. Furthermore, the carpet that existed in the room was there for at least 20 years. Even though it was old and tired, there were no places where nail heads poked up. The "bubble” that appeared was only a foot from the dishwasher--had the nail head been raised before, it would have been evident, not just to residents, but also to the floor installation crew. When the flooring was nailed in, that could even have been the event that jarred loose the existing nails. Whether or not it is that nails need to be replaced or the subfloor itself, this is a problem dealing with the subfloor, not the Mannington product. We maintain that Allure should have identified this prior to putting down the new flooring.As far as the timing, initially the [redacted]s caused a delay. The [redacted]'s wife is pregnant and was afraid that fumes would be a problem. After we spoke with the [redacted], they did make themselves available to [redacted] to come back, but this did not happen promptly despite what [redacted] has said. Because we felt comfortable and trusted the [redacted] of Allure, we did not maintain written records of the fact that I visited the store twice and called once per week over three weeks. [redacted] was apologetic and said that the crew was not available to visit the house because of commitments at other sites.All that we want is for the problem to be fixed. After paying $1700, we don't think that it should cost $650 more.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below: To Whom It May Concern, My former client has submitted a complaint to your organization using faulty information and mis-representations regarding the product information, the scope of work pertaining to his job, as well as the timing it took to inspect the problem. In his "Statement of the Problem" section of the letter I received, he claims that I sold him a laminate flooring which is incorrect. In addition, he refers to the flooring itself as tile which is also a mis-represenation of the product he purchased. Based on his budgetary needs at the time as well as functionality of the workspace, he purchased a click-down, floating VINYL product that came in individual planks only. Never was he sold, did he pay for, laminate tile. My company never delivered nor did we install laminate tile. Second, the client claims I said the sub-floor needed to be replaced and he was being charged accordingly. That is absolutely FALSE. I explained to him after inspecting the place and making preliminary attempts to fix the issue (at no charge to him) that the problem was occurring due to the fact that nails in the plywood sub floor were loose and separating from the subfloor due to excessive moisture coming up through the bottom of his home. It is important to note at this point, that before the vinyl was installed, my company ripped up existing carpet, inspected the plywood subfloor and found NO imperfections with the subfloor itself or the hardware used to install it. At that point, no nails were coming up from the subfloor. I then explained to him that once we rip-up the existing vinyl flooring to examine the subfloor more closely, I would re-install the existing plywood subfloor at no charge to him using the correct screws which he should have done when he first gained control of the property. I explained to him in no uncertain terms that the only way he would be responsible for paying for a new subfloor was if the existing plywood was rotted which was very unlikely. If the plywood subfloor was in good working condition, however loose, my company would reattach the loose sheets of plywood at NO cost to him. The client is being charged for the rip-up and cart away of the existing vinyl flooring which was damaged due to his sub-flooring issues after the installation had been completed. He is also being charged for the replacement material cost as well as the labor to install the new vinyl flooring. Due to the fact that there is no manufacturers defect and that the installation was perfect and followed all manufacturers guidelines, and his existing plywood is causing the damage, I do not believe that my company should be liable for any of the work. Lastly, as it relates to his claims of long wait times which are a complete misrepresentation of the truth, I have a text thread with his [redacted] to prove his claim is false. After the client came to discuss the issue with me, he then asked me to reach out to his [redacted] to set up an appointment. I did not receive the [redacted]'s contact information for about a week after our original discussion. I then reached out to his [redacted]. His [redacted] contacted me the next day to inform me that due to a personal matter he was experiencing, he would contact me in "a week or 2" to set up an appointment. After that, I did not receive any correspondence back for over a week. When the [redacted] finally did reach out to me, my company had already booked other installations for other clients and I could not accommodate the [redacted]'s immediate request. After a 3 week window had elapsed I was able to set up an inspection with the [redacted]. At that time, we attempted to fix the problem which was unsuccessful due to his sub-flooring issues. If you have any further questions, please feel free to contact me via phone or e-mail ([redacted]) Sincerely, [redacted] Allure Carpet & Flooring Phone: ###-###-#### Mobile: ###-###-#### Fax: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We responded to this reply from the business on 12/**. Apparently, it has been sent again. We were hoping to reach a resolution with the help of the Revdex.com.

Sincerely,