Buffalo Laminate, LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am very pleased with how the business responded and wish this step hadn't been necessary Regards, [redacted]

The problem has been resolved and the floor is back to its original condition, thank you for your business, and sorry for the delay

I just had Buffalo Laminate install flooring in my master bedroom, second floor landing and the staircase I cannot say enough great things about how fantastic this experience was The owner, Mike Lina, was incredibly patient as the time it took for us to select our floor color/style took at least weeks He would answer every call, every question and he dropped off samples at least times His patience was never ending He had great communication about everything from the appointment time, to product information and pricing He returned every call promptly, if he was not able to answer
The install team consisted of the owner and one other worker They arrived exactly on time, spent the entire day working ( approxhours) without taking a break or wasting any time Prior to leaving, they cleaned up every shred of evidence that they were even on site at all The end result was beyond what we even expected Gorgeous In my opinion, the price was very fair, the options were numerous, service was fantastic and they also only install produce made in the USA! I would highly recommend Buffalo Laminate and will definitely do so

We had originally worked out all of the details to the flooring job on September 6th.  The job included: tearing out existing ¾” hardwood in hallway, going over existing hardwood in family room, going over existing linoleum in bedroom, tearing out one layer of linoleum in the kitchen,...

and going over existing linoleum in bathroom.  All of the floors were going to be the same laminate – Red Oak Gunstock.  We had originally agreed that one layer in the kitchen would be torn out because Ms. [redacted] had told us how many layers it would take to make the floor even.On September 16th , Ms. [redacted] called and told us that she wanted to change the material in the kitchen and the bathroom to a more expensive Luxury Vinyl Tile.  Since we special order all of our material, and the material had already been delivered, we informed Ms. [redacted] that there would be an upcharge because of this change.  She did not think this was fair.  I responded that I would like to put together some more samples and meet her back at her house to see what she liked.  In the kitchen and bathroom, she chose to go with a different floor style and color, and keep the Red Oak Gunstock in the remaining rooms.  Even though the material costs were higher than the previous floor she picked out, and we had already had the original floor paid for and delivered, I informed Ms. [redacted] that we would not charge her for any of the additional charges.  However, with the need to order additional material, the install date would need to be pushed back a week and half. She made it clear to me that she was happy with the change.  However, the next day Ms. [redacted] called and said that she no longer wanted the Luxury Vinyl Tile in the kitchen, but instead, only in the bathroom.  Thus, in the kitchen, we went back to the original floor that she wanted.As Ms. [redacted] stated, once we started the job, we realized that there were more layers of linoleum then what was originally thought.  Even though we were only contracted to rip out one layer of linoleum, we ripped out two layers without an additional charge.  The rip out of the second layer took two employees 5.5 hours to complete.  Although we sometimes come across unexpected issues as we work, we do our very best to not upcharge on any job, regardless of the extra work needed.  This has subsequently provided us with great referrals and many happy customers.  Once we completely removed the second layer, we did show her friend the floor, as Ms. [redacted] stated. And when Ms. [redacted] came back, I showed her as well.  I explained that even with removing the extra layer, there were still 3 layers left and that we would have to remove one more layer in order to make the floor level.  The contract indicated that one layer would be ripped out.  We ripped out a second layer at no cost to Ms. [redacted], but explained that we would need to charge her for the third layer rip out.  She was not happy with this.  I responded that we could custom stain match the threshold into the kitchen as to match her trimwork, and she liked this option.  We then cleaned up before leaving.  I am very sorry if there were a few nails left in the kitchen floor; we had spent 11 man hours trying to remove all of them.Later that same night, Ms. [redacted] called and explained that she wanted the bedroom floor linoleum to be torn out.  I responded to her request by explaining that there would be an additional charge if she wanted us to do additional work.  I never refused to do the work.  I also told her that if she wanted her contractor friend to do the additional tear out, he could.  She then agreed to pay the additional $235 necessary rip out and dispose of the bedroom floor.  After thinking further about the complications that the various existing floors posed, I realized that if we added plywood in the family room and office area it would eliminate the threshold in the kitchen, and therefore, make all of the floors even.  I told her that this newer option would cost $640.  She said she would call me back and let me know what option she decided.  Later that night Ms. [redacted] called back and said that she preferred the option of adding plywood to the family room and office area, and agreed to the additional $640.  The next day, we added the plywood as discussed and finished the job.  She also asked if we could move a seven-foot-tall credenza into the garage for her, and we did. Once completed, I asked if we could finalize the bill.  She then asked us to install the flooring on top of a raised desk area, and I explained that we do not do that.  Despite not being happy with my response, she did finally settle up the bill.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am very pleased with how the business responded and wish this step hadn't been necessary.  
Regards,
[redacted]