America's Floor Source, LLC

My name is Tim H[redacted], I am the president of America's Floor Source.  I have been involved with this contract and customer since the morning of the original install in question.  The floor selected was selected by the customer and to say that our salesperson picked the floor for the...

customer is ridiculous.  This flooring is a luxury vinyl tile which is meant to be installed as a floating floor, one of the benefits of a floating floor is that it can be laid over imperfect subfloors and allows for no floor prep.  It doesn't hide all imperfections of an uneven subfloor but will perform just fine.  This is why this floor type is selected in most cases. The day we went out to install, the customer said they wanted us to put down a moisture barrier which was not on the contract, nor is it required on this product, nor was it paid for.  We did this at no charge to accommodate the customer.  Later the customer called and said that they wanted us to come out and level the floor because you see that the subfloor wasn't level, but they and we knew that the subfloor wasn't level at the time of original installation.  We decided at that time to go ahead and go back to take up parts of the floor and level out the most uneven spots and re-install the floor again at our own expense.  When we were out doing the second install, the customer demanded that we take the whole floor up and level the whole area and re-install the flooring.  At that time, I gave the homeowner two options.  I said that we would take the floor up and give them all of their money back but I wasn't willing to float the entire area out to be level as this is a whole other matter than what they paid for.  The second option was to accept the areas that we had leveled out (which we did at no charge) and reinstall the floor (which we did at no charge) and I would give them a $600 adjustment for inconvenience.  They chose the second option with the $600 adjustment.  At this time we finished the re-install and we were finished.  Last week, I received a call from the customer saying that they had water damaged caused by cracks in the foundation and they felt that we should take up the flooring and put a new floor down and I said absolutely not.  The issue of having a flood in their home has nothing to do with the flooring we installed.  The customer went on our website and said that we were a horrible company because we wont give them a new floor.  The entire process of dealing this customer has been nothing but them asking and receiving free materials, labor and a reduction of $600 on the contract.  Now, they have a flood in the house and they are asking for a new free floor.  I simply don't understand why they are writing the Revdex.com and anyone else who will listen.  I'm sorry this customer isn't happy but the statements made in this complaint are erroneous and unfair.Sincerely,Tim H[redacted]###-###-####

We have contacted Mr. [redacted] and have agreed to install the carpet at no charge.  This will take place Monday 10/12/15.

I have spoken to Ms[redacted] regarding the
issues with her
floorAFS has no record of having installed this floor in her homeAFS does have record of selling the material only to [redacted] mentioned in the
complaintThe installation crew referenced in the complaint are not, nor have they ever
been employees of AFSMs[redacted] has been requested to provide documentation
showing that she had contracted AFS to install her floors, she has no contract
or sales order of any kind
I am considerate of the situation as the materials were
purchased through AFSIn good faith I offered to fix her flooring issues for
a fee, the amount that she held back as final payment to the installers that
did the work in her homeShe agreed to this solutionAs we were finalizing the details to facilitate the
repairs she expressed her disappointment that AFS would not guarantee or
warrant the labor for the floor that we did not install and promptly ended the
conversation
The offer to repair her floor still stands, if she were to
decide to move forward we are happy to do the work.Thank you,[redacted]