Classic Floors of Virginia

Review: I don't believe there is enough available space to tell you all the correspondence between this company "[redacted]" and myself but I have all emails, voice messages and text message that can be reviewed. I have tried to resolve this we have meet countless times, emailed, text and phone calls and worked on the same issues over and over and still can not get them resolved. I have missed work and pay and have been stood up for meetings and no one shows. I have gone for a month not able to close a bathroom door because of the poor quality of service to fix these issues. I meet with him and then don't hear from him for another month. He doesn't follow through because if he did I would have had this completed 5 months again!! But instead this project has held me up from completing several other projects waiting for them to come and complete this punch lists. So I am DONE I have hired someone else to complete the work so that I can finish this construction, which was replacing every floor in my home and approximately 2100 square foot and have been very tolerant for the last 5 months but enough is enough!!

On 10/3/2014 I purchased $15,638.92 in wood floors and $2,033.70 bathroom tile from Classic Flooring of Virginia - license # [redacted]. At that time on 10/3 paying $12,000.00 to [redacted] "Owner" in order to have the floors ordered and a second payment of $3,701.00 on 12/23 when the majority of the flooring was completed. I have held $2,000 trying to get the punch list completed and still to date this has not been finished!!

[redacted] hired [redacted] - [redacted] license # [redacted] to install these floors.

Just a brief overview:

The wood flooring was installed with several questions along the way due to some humps in the flooring but no answers were ever received. The wood was almost completed by thanksgiving but was short half a room approx 7x7 (3-4 boxes of flooring) joining an open cat walk in an open area so more flooring was ordered and received after the first of the year and gratefully it matched all the other floors. The missing wood was installed and finished at the end of January. Since that time and all the time prior I have been waiting for a few short boards to be repaired, finish some shoe mold issues, one shoe mold to be nailed down, incorrect colored of shoe mold replaced and all thresholds put down, etc...and correct the issues that I have ask about over the course of this project.

Every time they would come to correct something, they would mess something else up. I have had meeting with [redacted] countless time, phone calls, emails and text message going over the same list of repairs over and over and can't get this project completed. I have hired someone else to correct this issue so that I can have my home back to normal. As far as the installation issues (humps in the flooring) I guess I will be contacting [redacted] rep.

I made my house accessible with a key-less entry so they can come and go as needed and still are unable to complete a small check list that I have been over with the [redacted] installer as well as [redacted] together and they still cannot get it completed.

I feel all this has been unnecessary and [redacted] with Classic Flooring of Virginia did not follow through on this project and I DON'T feel that I owe him the balance of $2,000 and at this point and considering turning it over to an attorney because all of this has been unnecessary and inconvenience!!

Our last meeting was on March 12th and the repairs still have not been completed.

Thanks for your time,Desired Settlement: I would like to receive a letter stating this job is paid in full and no future action will be taken because the job wasn't completed and lack of follow through. Otherwise I will be seeking legal advise.

Business

Response:

The customer has a right to be frustrated with Classic Floors of Va. because we have had several snafus with finishing her flooring project. I will try to address the items in her complaint:I know that she left work early to meet our installer about the punch list and that he was 45 minutes late and she left. I did apologize and agreed with her that all future meetings would be after her work time so that she did not lose income on our account.I have addressed the "humps" in the floor with her and her husband on more than one occasion. On the main level, this 7" wide wood plank floor is installed by a floating method over a very thin pad over a concrete sub floor. The concrete slab has several high places in it which cause high spots ("humps") in the flooring. Previously, the floor was covered by thick pad and carpet and the high places were not apparent. The high spots are exaggerated by the wood floor because it is not flexible like carpet.Because of changing decisions about whether tile or wood was going in a couple areas, I did not order enough wood so we ended up short. I re-ordered 4 boxes (104sf) and learned it was back-ordered until the first of January. As she said, "gratefully it matched all the other floors". This additional flooring and labor has a value of $923.27 including tax, labor and freight. I have not asked her to pay for this since the error occurred when changing the bath areas back and forth from wood to tile and back to wood again while estimating the job as well as I knew we had had some mis-cues with the finishing of small items such as thresholds and moldings.Ordinarily, I would have billed that as additional material and labor necessary to complete job. I though I was being generous by absorbing those costs.We have bought/made 3 different thresholds for the 2 upstairs bath doorways. The last pair suited her for color but the fit was not acceptable,We have installed thresholds at the downstairs bath doorways that were too tall and we did not cut the doors, therefore the doors would not close.She has stated that she does not want the doors cut and her husband purchased a lower profile threshold that they think will work. I agreed to stain and finish it and install.She did provide us with a keyless entry during the first phase of the job before they moved in to the home. However, we have not used it since they move in.We, like a lot of other contractors, did get way behind in our work because of weather this winter. Successive snow storms and the residual snow on driveways, etc really made it difficult to set up tools and work. We are still trying to get everything finished for everyone. We did request a meeting for March 2nd or 3rd (after work) for both the owner of the installation company and me to meet with them. She told us that week would not suit because it was a heavy week for her at work. So I tried to set up meeting for March 9th (after work). I did finally receive a reply on the evening of Sunday, Mar 8th, saying that it did not appear that this week would work either because a close friend was in ICU, and she did not know if/when she could meet. I understand that some things are just not in our control. I asked her to keep me informed and we would meet her schedule. On Thurs morning, Mar 12th, I received a text that they could meet that afternoon at 4:45ish. I agreed, however my installer could not leave a job he was working on in [redacted] in time to make the meeting.From our last meeting on March 12th, I have the following list:Nail shoe mold in master closet (on left)Fix shoe mold at high spot on exterior wall in MBRCorrect last 2 boards in master dressing room near bath door (bad fit)Fix shoe mold on top of those 2 boardsNew threshold at master bathNew threshold at 1/2 bath2 new thresholds at upstairs bath doorsThe owner of the installation company has tried on several occasions to schedule a walk thru with the customer and agreed to do the final pieces of work on a Saturday so she could be home to approve the repairs..As late as the week of Apr 6th, he left several messages asking for return call and an after work appointment to walk thru, so he could do work on Apr 11th.She filed this Revdex.com complaint on Apr 10th.He received a voice msg on Monday Apr. 13th. that she had been staying at a location where she did have cell service and had not gotten his messages.She also told him that she was going to have someone else fix the items.I think the items on the above list can be fixed in one day or less if he is allowed to come by first, as requested, to make sure he has everything he needs.We would still like to finish these items for the customer.In response to the desired settlement: I have signed sales orders for $15638.92 and $2033.70.We have additional expenses that she knew would be added for the required glue $79.92, tax $4.24, shipping $11.73,installation of customer provided toe kicks under cabinets in kitchen and bath $50.00. (we did not know these costs at time of sales order).She paid a deposit check #[redacted] 10/3/14 $12000.00He paid a progress check #[redacted] 12/16/14 $3672.62 (not $3701.00)That leaves a balance of $2100.88, not counting the $923.27 value of additional product, tax and labor which was necessary to complete the floor.I cannot write a letter stating the job is paid in full because it is not paid in full.I will, however, agree to accept $1600.88 as final payment, if she DOES NOT want US to complete the punch list. This customer accommodation discount is more than enough to cover any expenses associated with nailing shoe mold and staining/installing the thresholds at the 4 bath doors,etc. In addition, they also have the $923.27 worth of flooring in their house which they did not have to pay for.If you have any questions, please call me,[redacted]Classic Floors of VA.[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID 10574091, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We can set

here and say “she said, he said” all day long but bottom line you know the

truth and that is that this job has been thrown to the wayside because common

sense tells me that you can’t get anyone back over here to do this small of a

punch list. But remember how many times

you pull them off my job to start another job! But the sad thing is I can

show you all my notes from each call and conversation stating “I hope to finish

the job today” and now months have past and my job still is not finished!

I have returned every call the same day I received them but the one on

April 10 from [redacted] because I did not have cell service and I have replied

to you with a call or text in the same day every time, I wish I could say I

have received the same consideration on my past emails other than “I’m working

on it”. I have met your demands for every meeting and you have review the

same issue multiple times and nothing ever happens after that. The only

time you contact me is to review the job is prior to leaving for vacation and I

don’t hear from you again until you are getting ready to leave for the next

vacation.

Your company has completed a couple

of jobs for me over the past, including 22 years ago as well as 15 years ago by [redacted] as well as all the business by father’s construction

business did with you. THEREFOR I TRUSTED YOU BECAUSE I THOUGHT BY DAD DID!!

I’M VERY DISAPPOINTED IN YOUR SERVICE AS WELL AS THE EXTRA CHARGES YOU

ARE TRYING TO CHARGE ME FOR WHICH WAS YOUR MISTAKE, BUT MOST OF ALL BECAUSE YOU

DID NOT COMPLETE THE JOB AND IT WAS PUT ON THE BACK BURNER FOR THE LAST 5

MONTHS!!

According to your response there is 7

outstanding items on the punch list that started back on December 14, 2014, so

if you and Classic Floor of Va can’t accomplish this in 5 months, have you thought how long it will

take me to locate someone that will take on this small of a job to fix another

man’s work? Trust me I am searching for someone so that I can get

this completed because as you know the finish job is what makes the job, and

its nothing worse than having an incomplete job, which I have. So at the end of

the day I’m the one still trying to get my floors completed dealing with the

headache because you fell too!!!

I’m not sure what glue charges you

are referring to that I owe you for but I haven’t received credit from the

plastic cream color thresholds that you are returning nor the threshold that I

purchased that you took and was going to have installed much less my missing

time of 2+ hours waiting for [redacted] to show up and missing work running back

and forth to let them in the job site every I had move in.

Until I get quotes to complete this

job I not sure if the $500 will be enough until I get estimates but it amazing

that my inconvenience and headache are not worth anything to you.

As I continue to search for a floor

installer I have been ask to provide the following:

· NWFA installation

guidelines, Section V, Appendix AA and AB

So since this was not left for me when

the bulk of the floors were installed, by [redacted] crew I need a copy of

this mail to me at this resident of this job. Once I receive this

documentation, hopefully my floor installer search will be short and we can

settle this matter.

Regards,

Business

Response:

Mrs. "Consumer",I offer the following to help you get your project completed:I will deliver the transitions stained and finished to your home and leave them on the front porch.If you do not want my guy, [redacted], to finish the punch list, I will assist you in finding someone to fix the 2 boards in the dressing room, re-install shoe molding over those boards, fix shoe mold at high spot in MBR, nail shoe mold in master closet, install new thresholds at master bath, 1/2 bath, and 2 thresholds at upstairs bath. Since the floor is already installed, you do not need a flooring installer. As you or your husband pointed out to me, you really need the services of a trim carpenter who can do a better job fitting the thresholds.I am acquainted with 2 trim carpenters, either of whom could complete this for you. They do not work for my company, but I have seen custom staircases they have built, and I think that is a true test of a trim carpenter. If you will contact me, I will provide their contact information or I will contact them on your behalf and ask them to take on this small job as a courtesy to you and me so that your flooring project can finally be finished.Again, I apologize that this project has strung out so long and caused you much inconvenience.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response offer 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.

Mr. “Classic Floors of Virginia” Those possibilities prior to this point, would have been much more appreciated. But at this time I still have some available contacts from my father’s business that I can still trust. If not I will contact you for those names. As I stated prior, I have been ask to have available the following documents prior to repairing the boards in the Master Bath Dressing Room, which I have never received these documents from Classic Floors of Va. or [redacted] installers’ before or after installation. So please provide the following as you stated in November 2014 my "floors are being installed based off [redacted] Floor guidelines" which Section V, Appendix AA and AB is listed below: SECTION V – Appendix AA Moisture Testing Procedures for Concrete Slabs, (specifically the Calcium Chloride test) and Appendix AB Moisture Testing for Wood.All test results MUST be carefully documented and made available to the homeowner prior to installing the flooring. [redacted] Premium Hardwood declines any responsibility for job failure from or associated with inappropriately or improperly prepared subfloors or job site environment deficiencies. Also, [redacted] “HIGHLY” recommends that the installer/contractor take daily readings of the ambient conditions of the environment in which the flooring will be installed i.e. temperature and relative humidity levels and record the results on a daily log sheet as well as take periodic moisture readings of the wood floor and sub floor during the installation process and record the results of those readings as well.

Regards,

Business

Response:

I don’t know exactly what you want in terms of documents. Are you asking for moisture test readings or a copy of guidelines? I don’t understand why someone would request either for the purpose of replacing 2 boards in a floating floor and installing trims, but I will try to provide what you are requesting if I can.Sincerely,[redacted]Classic Floors of Virginia

Consumer

Response:

I have reviewed the response offer 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:

You stated back in November 2014 that these floors are being installed by [redacted]’s Floor Guidelines.

The section below IS FROM the [redacted] Floor guidelines which states, that prior to my floors being installed you should have provided me with the following, which I never received! I am requesting the Appendix AA Moisture Test for Concrete Slabs and Appendix AB Moisture Testing for Wood as well as Daily Moisture Readings:

Appendix AA - Moisture Testing for Concrete Slabs

Appendix AB - Moisture Testing for Wood

SECTION V – Appendix AA Moisture Testing

Procedures for Concrete Slabs, (specifically the Calcium Chloride test) and Appendix AB Moisture Testing for Wood. All test results MUST be carefully documented and made available to the homeowner prior to installing the flooring. [redacted] Premium Hardwood declines any responsibility for job failure from or associated with inappropriately or improperly prepared subfloors or job site environment deficiencies. Also, [redacted] “HIGHLY” recommends that the installer/contractor take daily readings of the ambient conditions of the environment in which the flooring will be installed i.e. temperature and relative humidity levels and record the results on a daily log sheet as well as take periodic moisture readings of the wood floor and sub floor during the installation process and record the results of those readings as well.

During my search for a carpenter I have been ask to provide these documents before anyone will repair and replace the boards in the master bath dressing room, because they said “I’m not opening this can of worms without reviewing the concrete slab moisture readings”.

Business

Response:

This message is in regard to a complaint submitted to the Revdex.com about my business on 4/10/2015 6:50:13 PM by [redacted] . This complaint was assigned ID [redacted].I have attached record of moisture test readings for the [redacted] job as requested. These tests were conducted before installation began. We do not test every day when installing a floating floor. The Tramex meter readings were under “4”, indicating that the slab moisture content was OK to proceed. Readings above “4.5” would have indicated that further testing with calcium chloride test or Rapid RH test were necessary. These further tests were not indicated so they were not performed. I do not believe there is any problem with moisture in the slab. If I did, we would not have installed the floor. Also, as indicated, the plywood sub floor upstairs tested normal, as well.[redacted]Classic Floors of Virginia

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], I appreciate the report and will forward to the gentleman that will be giving me the estimate.

Regards,

I wanted to surprise my wife by replacing the bedroom carpet with vinyl wood plank floors. Initially I got an estimate from a competitor, but I had the feeling that estimate was on the high side. I found Classic Floors of Virginia through an Internet search, and since they were here in Salem, VA, I gave them a call. Met with a sales rep that afternoon, and that very evening he came out to my home. Spoke with him the next day, and his estimate for the same flooring was $600 less than my initial estimate!

As to the installation, it was set up for a particular date, and the installers were on time, very courteous, finished the job in one day, and the result is very satisfactory.

No complaints at all with my dealings with Classic Floors. They were helpful, direct, honest, and they delivered exactly what they promised and did so on time. Can't ask for more than that.