Avalon Flooring

Ordered a new floating kitchen floor that had a tongue and groove A kid (22yrs old) came out to install by himself My appliances are very heavy He damaged the refrigerator because he had trouble moving it by himself( Had to have a [redacted] repair man to fix) He broke off many tongues and told me this "happens all the time" He used nails on the floating floor---a no no...He could not make a mitre cut -it was almost laughable to look at his workSeams were coming apart!!!! I knew the floor was not installed properlyI wanted the floor removed and my money backAvalon said no and they would give me a new floorNew guys came out and were told to just replace some boards!!!!!! I never agreed to that......new guy called Avalon installation mgr and told her the floor was not installed properly They agreed to new floor Now I have to wait again Had plumber here to disconnect stove and frigfor the 3rd round They did not have enough molding Now a fourth trip back and not in time frame that I requested All around bad experience I will never use them or recommend them to anyone The first kid should not have been sent out by himself and I learned Avalon uses subs We were not told that when asked if Avalon has their own installers

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:LordAs a courtesy? These blinds have been on order since approximately 9-22-One would presume that most definitely (out of good business practice) that the retail establishment would allow us to keep the blinds that were first measured too long (taken back and then re-measured incorrectly) and cut too shortWould there have been any other alternative (from a customer service perspective) to not leave the blinds other than to leave us with the paper coverings we have been living with for three months? I was not annoyed about what occurred (yesterday) on the sixth of JanuaryI am annoyed at the entitlement's that states we made another measurement mistake but don't worry we'll allow you to keep this mistake and re-order the same blind from the manufacturerI'm not a professional window measurer and/or installerI rely upon the acumen of this establishment and their employees to measure accuratelyThat they have not been very successful at accomplishing this is not our faultSo we will live with their doing us a "favor" until it takes another months to get this right Who by the way wrote this response? I've asked to speak with the owner and/or regional manger and was refused access to do so Regards, [redacted]

Selection of product is good, price is good Salesperson was helpful and informed Installation was accomplished with no real issues The settlement of the final bill, however is the thing that sticks with meWe had put down a $deposit when ordering the flooring and installation The installation occured No invoice was left by the installers days later I noticed that an additional $was debited without my knowledge or approval from the account that the deposit came out of I was planning to pay from a different account because if some other checks mailed were to hit this account, I would have had a couple of overdraft fees to pay I was lucky that this did not happen I find it presumptive to think that having a card number allows a business to think that they can reach in to take money with no other communication or permission Most people provide credit and debit card numbers to businesses anticipating that the number is intended for the business at hand and not for additional debits unless specifically spelled out as a recurring debitIf one uses Avalon, I would suggest that payment process is crystal clear up front to avoid potential problems like I experienced

On 7/17/14, customer placed a special ordered item that they had seen on the manufacturer website. Our company policy states that
special ordered items are not returnable/nonrefundable. The customer was informed of the policy and signed off on it acknowledging their confirmation. Customer paid $as a deposit, and still owes us a balance of $ This material has sat at our warehouse for two months. This special ordered product is not stocked by the local distributor and they will not take it back. We also contacted the manufacturer, and they will not take back the product

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The corrected unit was installed on Tuesday, January 6th
size="3"> Per the customer’s request, the unit was cut down to avoid wrinkling. Accordingly, the cut does not allow the unit to open/close properly. As a courtesy, we left the blind hanging in the customer's home, and will reorder another one

*** *** ordered four area rugs from the Nourison Oxford collection. Due to a maintenance issue, Avalon Flooring replaced
two of the rugs as a customer service gesture. The customer opted to keep one of the damaged rugs.
The remaining two Nourison area rugs were inspected by Beth Reale and *** Borland, and both were not found to be problematic. *** and *** discussed proper care guidelines with the customer
The fifth rug (a 2xarea rug) is not included in the Nourison Oxford collection. And to this date, we have not received an inquiry regarding issues or problems with this rug
Avalon Flooring will offer a refund, in return of the four Nourison Oxford collection area rugs. This includes the two replacement rugs Avalon replaced as a courtesy, as well as the two other original rugs

[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.]Revdex.com:I have reviewed the response made by the...

business in reference to complaint ID [redacted]. I remain unsatisfied by the conduct of the business, but do not wish to pursue the matter any further. Regards, [redacted]

[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.]
Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Ordered a new floating kitchen floor that had a tongue and groove.. A kid (22yrs old) came out to install by himself. My appliances are very heavy. He damaged the refrigerator because he had trouble moving it by himself.. ( Had to have a [redacted] repair man to fix). He broke off many tongues and told me this "happens all the time". He used nails on the floating floor---a no no...He could not make a mitre cut -it was almost laughable to look at his work. Seams were coming apart!!!! I knew the floor was not installed properly. I wanted the floor removed and my money back. Avalon said no and they would give me a new floor. New guys came out and were told to just replace some boards!!!!!! I never agreed to that......new guy called Avalon installation mgr and told her the floor was not installed properly. They agreed to new floor. Now I have to wait again. Had plumber here to disconnect stove and frig. for the 3rd round. They did not have enough molding. Now a fourth trip back and not in time frame that I requested. All around bad experience. I will never use them or recommend them to anyone. The first kid should not have been sent out by himself and I learned Avalon uses subs. We were not told that when asked if Avalon has their own installers........

Complaint: [redacted]
I am rejecting this response because:Lord. As a courtesy? These blinds have been on order since approximately 9-22-14. One would presume that most definitely (out of good business practice) that the retail establishment would allow us to keep the blinds that were first measured too long (taken back and then re-measured incorrectly) and cut too short. Would there have been any other alternative (from a customer service perspective) to not leave the blinds other than to leave us with the paper coverings we have been living with for three months? I was not annoyed about what occurred (yesterday) on the sixth of January. I am annoyed at the entitlement's that states we made another measurement mistake but don't worry we'll allow you to keep this mistake and re-order the same blind from the manufacturer. I'm not a professional window measurer and/or installer. I rely upon the acumen of this establishment and their employees to measure accurately. That they have not been very successful at  accomplishing this is not our fault. So we will live with their doing us a "favor" until it takes another 3  months to get this right.  Who by the way wrote this response? I've asked to speak with the owner and/or regional manger and was refused access to do so. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The company did not grant me a full...

refund. This is false. The fact that the company consistently gives false statements tells a lot about the integrity of the company. An associate from the company, named [redacted], called me yesterday and offered that I could exchange my purchase for something else. She did at no time offer me a refund. If the company were to offer me a full refund I prefer to get a full refund. If this offer of a full refund is true, I want a full refund!
Regards,
[redacted]

Our VP of Installations visited the customer’s home on Wednesday, July 16th in order to view the job.  We will be taking...

care of the customer’s concerns.

Review: I contracted with Avalon Flooring to install vinyl flooring in my kitchen based on a plan and estimate the company developed. On the scheduled date for installation, their installer determined that Avalon's installation plan was not feasible due to the width of the existing board in my kitchen supporting the flooring.

The installer advised Avalon would revise their plan, but that different materials would be required and the kitchen doors would have to be shaved after installation. He assured me that because Avalon acknowledged their error, they would complete the project without any additional cost or risk to me.

Avalon returned three weeks later and installed the flooring. However, Avalon refused to cut the doors, as had been promised by their representative when I agreed to go forward with the revised plan of installation. They disclaim any responsibility for this task, notwithstanding that I relied on their promise in deciding to proceed following their mistakes in estimating requirements for the project.

What compounded this problem is that one of the doors opens on to an unheated basement. I was left without notice, with temperatures in the low forties, to find a carpenter who will complete the work and allow me to close off the basement before it gets any colder.

Avalon Flooring was penny-wise but pound-foolish in refusing to complete this work. One wonders if their reputation means anything at all to them.Desired Settlement: Acknowledge their Obligation, finish the job, and apologize for my inconvenience. Shave the doors and rehang them without further delay.

Business

Response:

Avalon Flooring is satisfying the customer.

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID [redacted]. I remain unsatisfied by the conduct of the business, but do not wish to pursue the matter any further. Regards, [redacted]

Review: I purchased a product from the [redacted] store on 3/17/15. The product was a special order product. I was told that the product would take 10 to 15 business days to come in. I was also told that once I receive the product I could not return it. I called the store less than 4 business days later to make a change to my order. I spoke with a sales rep that was supposed to get back with me but did not. The next day I called and spoke with [redacted] who then informed me that the product is on its way and she will not exchange it. I told her I did not receive the product yet and she told me it doesn't matter. I then spoke to [redacted] the store manager the next day and he told me I was out of luck and he could not help me. I then call the corporate office and spoke with [redacted] who told me that she could not help. I asked for [redacted] supervisor and she forwarded me to [redacted]. [redacted] said there is nothing I can do as well. She told me that even though I didn't receive the product it doesn't matter.Desired Settlement: I have ordered three thresholds, I want to exchange them for three t-molds. I have not received the product, I should be able to exchange this product because this is what I was told.

Business

Response:

Our company policy states there are absolutely no returns on special order items. We accommodated the customer with a full refund as a one-time customer service gesture.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The company did not grant me a full refund. This is false. The fact that the company consistently gives false statements tells a lot about the integrity of the company. An associate from the company, named [redacted], called me yesterday and offered that I could exchange my purchase for something else. She did at no time offer me a refund. If the company were to offer me a full refund I prefer to get a full refund. If this offer of a full refund is true, I want a full refund!

Regards,

Business

Response:

The customer had asked to apply his refund to the purchase of another product in order to complete his job. As a customer service gesture, we provided a full refund back to the customer's credit card.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Ordered 360 sq ft of [redacted] hardwood floors which I had put a $1500 deposit on and was not the right color. We asked if we can just order a new color and we were told no. [redacted] also told us after numerous phone calls to speak directly to Avalon. So far the outcome is out of $1500 and no hardwood.Desired Settlement: Reimbursement of my money

Business

Response:

On 7/17/14, customer placed a special ordered item that they had seen on the manufacturer website. Our company policy states that special ordered items are not returnable/nonrefundable. The customer was informed of the policy and signed off on it acknowledging their confirmation. Customer paid $1500 as a deposit, and still owes us a balance of $1746.48. This material has sat at our warehouse for two months. This special ordered product is not stocked by the local distributor and they will not take it back. We also contacted the manufacturer, and they will not take back the product.

Review: We purchased 5 area rugs from Avalon in 2015. We picked the rugs up from the store on Feb.20,2015. The rugs were put into place in our beach house in April. The first use of the house was June 20-27 and then June 27-July 5,2015, when I noticed the rugs were coming apart. One rug had actually started to unravel, as I looked closer at all the rugs I saw that all the rugs had an indentation around the boarders. I called Avalon and [redacted], the manager ([redacted]) and he came out to look with [redacted] ([redacted] ). They told me it was my fault because I used an Electolux beater vacuum on the rugs, I questioned the fact that the rugs had only been vacuumed twice and both times the vacuum bag was replaced because it was full of pilling from carpets. I contacted the manufactor and they told me it was the distributors responsibility not theirs. Avalon replaced the carpet that had unraveled, I had to go pick it up. I made several calls to Beth and left messages which she says she never got. Finally, heard back from Beth and she said as a courtesy she was replacing the dining room rug. These rugs all have a 1 year warranty, Avalon did replace 2 rugs but wouldn't do anything about the other 3. Now I have 5 rugs that are going to fall apart in a short period of time . We have spent a large sum of money at Avalon in the past few years and have always been

very pleased with the people, the products and the service. I am extremely disappointed by the way I was treated the first time I had an issue and that they do not stand behind their merchandise. I am perplexed why Avalon would replace only 2 out of the 5 rugs. No one at Avalon ever told me when we purchased these rugs what vacuum we could or couldn`t use.Desired Settlement: Replacement of rugs with a product I can vacuum without worrying that it is going to come apart, or refund the cost of the 5 area rugs.

Business

Response:

[redacted] ordered four area rugs from the Nourison Oxford collection. Due to a maintenance issue, Avalon Flooring replaced two of the rugs as a customer service gesture. The customer opted to keep one of the damaged rugs. The remaining two Nourison area rugs were inspected by Beth Reale and [redacted] Borland, and both were not found to be problematic. [redacted] and [redacted] discussed proper care guidelines with the customer. The fifth rug (a 2x3 area rug) is not included in the Nourison Oxford collection. And to this date, we have not received an inquiry regarding issues or problems with this rug. Avalon Flooring will offer a refund, in return of the four Nourison Oxford collection area rugs. This includes the two replacement rugs Avalon replaced as a courtesy, as well as the two other original rugs.

Review: Ordered Blinds from the [redacted]. Have spoken to the Manager (**) who may or may not return phone calls, [redacted] who indicated she never returns phone call even if they are promised by the store. Spoke to [redacted] who "promised" that ** would return phone call made by my wife. Never did. Spoke to [redacted] one of the installers who had to take back several blinds because of defective production and/or measurement. Blinds that are installed require repair and/or replacement as they do not work properly.

Ordered Hardwood floors for entire home and they were installed properly after speaking with [redacted] who indicated that the original sales person ([redacted]) did not know what she was talking about when we wanted to order a product and she said it was no longer in stock.

All told we spent approximately $20,000.00 and this is the way we are treated. We ordered everything on SEPTEMBER 22, 2014. Its absurd that its now 12/18 and we still have temporary paper window shades, can't get anyone to assist when they say they are (except for [redacted] who was the nicest) and here we are two weeks from Christmas with no one calling us back, the store in [redacted] refusing to provide the name and contact information for [redacted] superior.

After close to 90 days and counting I don't believe thats unreasonable considering all of the folks we have spoken to, all of the promises made and not kept and an order of $20,000.00 which I presume the staff at [redacted] simply scoffs at and maybe considers us small potatoes and feels as if they don't have to live up to their promises.

If they can't deliver and repair what has already been delivered tell us so! If they can deliver then we believe we deserve a Credit on or account (substantial I may add) for the discourteousness of the staff and the outright misinformation and a I don't give a hoot how much you spent with us (I amy add this is our second order the first being approximately $10,000.00) and thus is how we are treated??Desired Settlement: Finish the job and credit back to our account money for all of the inconvenience, misinformation and downright rudeness of the [redacted] staff! By the way we "WERE" going to order a back splash form this company but not now!

Business

Response:

The corrected unit was installed on Tuesday, January 6th. Per the customer’s request, the unit was cut down to avoid wrinkling. Accordingly, the cut does not allow the unit to open/close properly. As a courtesy, we left the blind hanging in the customer's home, and will reorder another one.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Lord. As a courtesy? These blinds have been on order since approximately 9-22-14. One would presume that most definitely (out of good business practice) that the retail establishment would allow us to keep the blinds that were first measured too long (taken back and then re-measured incorrectly) and cut too short. Would there have been any other alternative (from a customer service perspective) to not leave the blinds other than to leave us with the paper coverings we have been living with for three months? I was not annoyed about what occurred (yesterday) on the sixth of January. I am annoyed at the entitlement's that states we made another measurement mistake but don't worry we'll allow you to keep this mistake and re-order the same blind from the manufacturer. I'm not a professional window measurer and/or installer. I rely upon the acumen of this establishment and their employees to measure accurately. That they have not been very successful at accomplishing this is not our fault. So we will live with their doing us a "favor" until it takes another 3 months to get this right. Who by the way wrote this response? I've asked to speak with the owner and/or regional manger and was refused access to do so.

Regards,

Business

Response:

Our Window Treatment Product Manager personally installed the new shade in the customer's home, and the job is complete to the customer's satisfaction.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,