Costen Floors, Inc.

We have been working with *** *** since June to remedy her concerns regarding her floor and stairs. The total cost to *** *** for the work performed is $7,541.61, of which a $3,deposit has been paid
We made two attempts with separate manufacturers to match the floor with
their pre-finished stair products. Unfortunately, the products provided by these two manufacturers were not acceptable matches. We then purchased a third set of treads and risers which we had stained and finished by our in-house finish teamAfter our team completed the stain and finish process, *** *** agreed this third set was a color match to her floor. However, *** *** refused to accept them because they were not pre-finished, even though they were a color match
After these three solutions were rejected by *** *** we offered a full refund for the stairs or sanding and refinishing the existing stairs onsite to blend with her floor. *** *** again rejected options presented to her
As of today, we are working to have custom made pre-finished stair treads and risers made and are awaiting a sample from the manufacturer. This is a process that could take several more weeks
We have worked with and will continue to work with our customer to arrive at a satisfactory resolution

We have emailed Ms*** several times and made phone calls to offer our assistance. This floor was installed in April and we offer a year workmanship warranty on our installations. On Feb10, we arrange a in-person inspection for the next dayThis afternoon
(Feb11th, 2016) we've observed that the floors tongue & groove system has disengaged. Costen Floors will provide a complimentary repair service and re-secure the laminate planks back together. This repair will be completed by today

We have received your notification regarding Mr***'s complaint. Mr*** has two tickets with us which total $5,163.40. The first ticket, in the amount of $3,088.40, is for the installation of vinyl flooring and is the purchase price and disputed
amount listed in the customer's complaint. We have received and posted a deposit for this ticket in the amount of $1,544.50, leaving a balance of $1,543.90. The second ticket, in the amount of $2,075.00, is for the installation of hardwood flooring.Our Operations Manager, *** ***, did visit the *** home to inspect the installation of the vinyl flooring product and the hardwood floor. MrAlder then offered refund of the $1,deposit paid toward the vinyl installation. Mr*** did not find this acceptable.In consideration of the time spent, inconvenience and dissatisfaction experienced by Mr***, we are proposing the following resolution. We will refund the $1,deposit and we will write-off the remaining $1,balance on the vinyl ticket. We appreciate the opportunity to state our position and we hope our proposed resolution is acceptable to our customer, Mr***.Thank you

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does within the next months, and communicates every weeks regarding the status of the product fabrication, I will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted] and I am happy to report that the Director of Sales responded timely after receiving this notice from the Revdex.com.  He, personally, reconstructed my laminate floor tiles and did a wonderful job restoring it back to the way it was originally installed.  He was very cordial and seemingly determined to make sure I was happy with the results.  He even went above and beyond when he realized that the floor could be repaired, he went to a nearby store to gather the tools and supplies needed to make it right.  I was very impressed with the amount of customer service he showed and his determination to correct the problem.
Regards,
[redacted])

We have received your notification regarding Mr. [redacted]'s complaint.  Mr. [redacted] has two tickets with us which total $5,163.40.  The first ticket, in the amount of $3,088.40, is for the installation of vinyl flooring and is the purchase price and disputed amount listed in...

the customer's complaint.  We have received and posted a deposit for this ticket in the amount of $1,544.50, leaving a balance of $1,543.90.  The second ticket, in the amount of $2,075.00, is for the installation of hardwood flooring.Our Operations Manager, [redacted], did visit the [redacted] home to inspect the installation of the vinyl flooring product and the hardwood floor.  Mr. Alder then offered refund of the $1,544.50 deposit paid toward the vinyl installation.  Mr. [redacted] did not find this acceptable.In consideration of the time spent, inconvenience and dissatisfaction experienced by Mr. [redacted], we  are proposing the following resolution.  We will refund the $1,544.50 deposit and we will write-off the remaining $1,543.90 balance on the vinyl ticket.  We appreciate the opportunity to state our position and we hope our proposed resolution is acceptable to our customer, Mr. [redacted].Thank you.

Dear Ms. [redacted]: This is to advise that I represent Costen Floors, Inc. ("Costen Floors"). My client asked me to respond to your letter dated February 23, 2016 regarding the complaint the Revdex.com received from [redacted]. On or about April 17, 2015, Costen...

Floors, Inc. submitted a quote to Ms. [redacted] to install laminate flooring in her house at [redacted], Virginia. Ms. [redacted] signed the quote on or about April 20, 2015. A copy of the signed quote is enclosed. Pursuant to the terms of the quote, Golden Oak laminate flooring was to be installed in the living room and dining room and Euro Terracotta laminate flooring was to be installed in the foyer and kitchen. The flooring was installed on or about May 4, 2015. Ms. [redacted] sent an email to Courtney Mills at Costen Floors, Inc. on May 6, 2015 in · which she advised that the wrong laminate had been installed in the foyer area and that the plumber had not unhooked the water line to the refrigerator. She also expressed concern about the way the installers had handled her furniture. I am enclosing copies of Ms. [redacted]'s email and referenced photographs. Exhibit I is the photograph of the living room and foyer area. Exhibit 2 is a photograph of the shoe molding that was installed. · Exhibit 3 is a photograph of one of the broken bar stools. Please note that Ms. [redacted] stated, "I love my floors ... .'' Ms. M[redacted] responded to Ms. [redacted]'s email on May 8, 2015 offering to give her a credit "around $135.00". Ms. [redacted] responded with three separate emails in the early morning hours of May 9, 2015. Copies of these three emails that were sent between 12:19 a.m. and 12:31 a.m. are enclosed. Ultimately, Ms. [redacted] agreed to accept the Golden Oak laminate installed in the foyer in return for a credit for $350.00. Costen Floors did not hear anything further from Ms. [redacted] until she posted a complaint on its Facebook page on December 24, 2015. Tripp C[redacted] sent Henry H[redacted], an employee with Costen Floors for more than twenty years, to Ms. [redacted]'s house in response to her complaint. Based upon Mr. Harvey's inspection, he concluded that the issues with the floors was caused by water damage. Tripp C[redacted] subsequently contacted Ms. [redacted] and told her that he would contact either [redacted] or [redacted] to inspect the floors in herhouse. Ms. [redacted] rejected Mr. Costen's offer. He then suggested to Ms. [redacted] that she contact her homeowner's insurance carrier and have it inspect the floors. He asked her to call him if her homeowner's insurance carrier determined that the issues with her floors were the result of improper installation. To Mr. Costen' s knowledge, Ms. [redacted] has not contacted her homeowner's insurance carrier. I am enclosing the list of comments Ms. [redacted] has posted on Costen Floors' Facebook page since the initial post on December 24, 2015. Based upon Ms. [redacted]'s posts on Facebook as well as the complaint she filed with the Revdex.com, it appears that she believes Costen Floors is blaming her for the issues that she is now experiencing with her floors. Mr. Costen believes that the issues are the result of water damage. Although Ms. [redacted] denies the existence of a leak, she does state in her complaint that "I believe there was something in the install that's causing water that gets dropped on the floor to go into the c1:acks of the laminate and go to the lowest part of the kitchen, which is where the damage is." Her statement begs a ~umber of questions including how often has water been dropped on the floors, how much water was dropped on the floor and how long did the water remain on the floor before it was cleaned up? Ms. [redacted] posted a message on her Facebook page on November 22, 2015 making reference to a leaking sink. She posted again on December 28, 2015 is seeking references for a plumber to snake a drain, stop a leak, replace a tub, and possibly a toilet. We do not know if the leaks that she references are in her kitchen or in her bathroom. Ms. [redacted] has rejected Mr. Costen's offer to have a third party inspect her floors to determine the cause of the issues she is experiencing. Costen Floors has no intention of doing any conectiye work until the cause of the issues has been determined and Ms. [redacted] removes her intemperate posts from its Facebook page and promises in writing to refrain from doing so in the future. I trnst you will find the above in order. In the event you have any questions, please call.

We have been working with [redacted] since June to remedy her concerns regarding her floor and stairs.  The total cost to [redacted] for the work performed is $7,541.61, of which a $3,770.00 deposit has been paid.
We made two attempts with separate manufacturers to match the...

floor with their pre-finished stair products.  Unfortunately, the products provided by these two manufacturers were not acceptable matches.  We then purchased a third set of treads and risers which we had stained and finished by our in-house finish team. After our team completed the stain and finish process, [redacted] agreed this third set was a color match to her floor.  However, [redacted] refused to accept them because they were not pre-finished, even though they were a color match.
After these three solutions were rejected by [redacted] we offered a full refund for the stairs or sanding and refinishing the existing stairs onsite to blend with her floor.  [redacted] again rejected options presented to her.
As of today, we are working to have custom made pre-finished stair treads and risers made and are awaiting a sample from the manufacturer.  This is a process that could take several more weeks.
We have worked with and will continue to work with our customer to arrive at a satisfactory resolution.

we recently had a luxury vinyl tile, lvt floor installed in our kitchen. this floor is great, it looks like ceramic with none of the issues ceramic poses. Michael S[redacted] is a really good company representative, very friendly easy going, nice fellow. the installers were great, they did a beautiful job. the plumber these folks use is a great guy, you would want to call him anytime you needed a really good plumber. we could not be happier.

Review: On 1/5/16, I visited Costen Floors to discuss a problem I've noticed with my kitchen floor separating at the seam. The Salesman (R W[redacted]) was borderline rude at first; however, before I left he showed some interest in my concerns and advised that he would discuss with the Sales Manager (C H[redacted]). My complaint was turned over to the Finance Manager to confirm I actually purchased the material from Costen's. My copy of the Sales Quote was not sufficient. Complaint#1 - Costen did not feel my concerns warranted an in-person visit to view the problem, neither did they spend any time examining the pictures I had with me. I felt like they were not providing any quality care as they advertised. Complaint#2 - Costen sent me directly to the Manufacturer stating my faulty floor was a manufacturing problem. They did not visit the site, nor did they look at the pictures. There is nothing wrong with the floor material, it appears to be an installation issue. Complaint#3 - Costen did not follow-up with me after the Manufacturer denied the claim. That shows lack of concern for the customer, definitely poor customer service and a lack of commitment to their credit. I left two voice mail messages and sent emails and still waiting on a response. and/or resolution.Desired Settlement: I would like to have my floor repaired as soon as possible before the condition gets worse.

Business

Response:

We have emailed Ms. [redacted] several times and made phone calls to offer our assistance. This floor was installed in April 2010 and we offer a 1 year workmanship warranty on our installations. On Feb. 10, 2016 we arrange a in-person inspection for the next day.This afternoon (Feb. 11th, 2016) we've observed that the floors tongue & groove system has disengaged. Costen Floors will provide a complimentary repair service and re-secure the laminate planks back together. This repair will be completed by today.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted] and I am happy to report that the Director of Sales responded timely after receiving this notice from the Revdex.com. He, personally, reconstructed my laminate floor tiles and did a wonderful job restoring it back to the way it was originally installed. He was very cordial and seemingly determined to make sure I was happy with the results. He even went above and beyond when he realized that the floor could be repaired, he went to a nearby store to gather the tools and supplies needed to make it right. I was very impressed with the amount of customer service he showed and his determination to correct the problem.

Regards,

[redacted] ([redacted])

we recently had a luxury vinyl tile, lvt floor installed in our kitchen. this floor is great, it looks like ceramic with none of the issues ceramic poses. Michael S[redacted] is a really good company representative, very friendly easy going, nice fellow. the installers were great, they did a beautiful job. the plumber these folks use is a great guy, you would want to call him anytime you needed a really good plumber. we could not be happier.

Review: Floor was installed on 3/3. Called Costen on 3/6 to complain about installation. After having to call them multiple more times, Costen representative came to see floor on 3/17. Problems with install were discussed as follows: Linoleum is not glued down (contract stated glued down), several areas of floor have air bubbles as a result of floor not being glued down, all door frames and door molding (6 doorways) cut too high, shoe molding was larger than specified from initial conversation, shoe molding is cut short in multiple locations, gaps where shoe molding meets door frame in multiple places, shoe molding has gap at multiple outside corners, shoe molding runs across toe-kick heating grate, shoe molding does not have angle cut as specified from initial conversation, stove anti tip safety cleat was removed and not reinstalled and found lying on a shelf in the garage, one floor seam has crooked cut, one floor seam has crooked cut and pattern does not match, multiple long scuffs across main area of floor, one smaller scuff where top protective coating of floor has been totally removed, 12 inch long gap between linoleum and shoe molding, gap between linoleum and door frame in multiple places (3), there was grout all over door frames and refrigerator, one transition strip was reinstalled crooked, one transition strip was reinstalled with a visible stable in it. Multiple times while inspecting floor, Costen employee told us it was lazy work. After multiple calls to Costen over the next week, they still had no plan to propose to remedy the situation. Tired of waiting, we asked for our money back around 3/27. After multiple calls to Costen to get our money back, we got a verbal “that shouldn’t be any problem” from [redacted], the operations manager. Yet weeks later and many more calls from us later, we received an email to propose a discount on 4/9. This proposal for a discount is not what we asked for and not what they said they were going to do for us.Desired Settlement: I would like a refund for the deposit put on the floor installation ($1544.20). I paid for a new floor installed by professionals and got a floor with defects installed by sloppy amateurs that were subcontracted. Most of the gaps in the floors are in highly visible areas. The scuffs and air bubbles are in the central area of the kitchen. I have to be very careful while cooking now since they removed the anti-tip mechanism on my stove. I do not want Costen to repair the damage or replace my floor as I am not satisfied with their service. I will replace my floor with a reputable flooring company upon receiving my refund.

Business

Response:

We have received your notification regarding Mr. [redacted]'s complaint. Mr. [redacted] has two tickets with us which total $5,163.40. The first ticket, in the amount of $3,088.40, is for the installation of vinyl flooring and is the purchase price and disputed amount listed in the customer's complaint. We have received and posted a deposit for this ticket in the amount of $1,544.50, leaving a balance of $1,543.90. The second ticket, in the amount of $2,075.00, is for the installation of hardwood flooring.Our Operations Manager, [redacted], did visit the [redacted] home to inspect the installation of the vinyl flooring product and the hardwood floor. Mr. Alder then offered refund of the $1,544.50 deposit paid toward the vinyl installation. Mr. [redacted] did not find this acceptable.In consideration of the time spent, inconvenience and dissatisfaction experienced by Mr. [redacted], we are proposing the following resolution. We will refund the $1,544.50 deposit and we will write-off the remaining $1,543.90 balance on the vinyl ticket. We appreciate the opportunity to state our position and we hope our proposed resolution is acceptable to our customer, Mr. [redacted].Thank you.

Review: In April I ordered factory finished, solid wood flooring with matching pre-finished stair risers, for installation in a room and adjoining stairs, at a cost of $8,937.16. After installation, it was obvious that the stairs do not match, in color or wood type, the installed floor in the adjoining room. This was immediately brought to the salesman's attention but no action was taken. After I called several times, a supervisor was brought in. He promised the problem would be resolved, however, on 3 separate occasions, samples were brought in which did not remotely match the flooring. I suggested Costen remove a portion of the stairs for factory matching; they did not do this. My last discussion with the supervisosr was approximately 2 weeks ago. We discussed removal of all and installation of a different flooring with matching stairs and risers; I have not heard back from them.Desired Settlement: Remove installed flooring and stairs. Install, after checking that flooring and stair risers match, new pre-finished solid wood product, comparable to original one chosen. Or full refund.

Business

Response:

We have been working with [redacted] since June to remedy her concerns regarding her floor and stairs. The total cost to [redacted] for the work performed is $7,541.61, of which a $3,770.00 deposit has been paid.

We made two attempts with separate manufacturers to match the floor with their pre-finished stair products. Unfortunately, the products provided by these two manufacturers were not acceptable matches. We then purchased a third set of treads and risers which we had stained and finished by our in-house finish team. After our team completed the stain and finish process, [redacted] agreed this third set was a color match to her floor. However, [redacted] refused to accept them because they were not pre-finished, even though they were a color match.

After these three solutions were rejected by [redacted] we offered a full refund for the stairs or sanding and refinishing the existing stairs onsite to blend with her floor. [redacted] again rejected options presented to her.

As of today, we are working to have custom made pre-finished stair treads and risers made and are awaiting a sample from the manufacturer. This is a process that could take several more weeks.

We have worked with and will continue to work with our customer to arrive at a satisfactory resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does within the next 2 months, and communicates every 2 weeks regarding the status of the product fabrication, I will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: In May 2015, I got floors installed by Costen Floors, apparently [redacted]'s, Work for Costen, because everything that could have gone wrong....DID. First they installed a portion of the floor wrong, then the plumber didn't come back to install my ice maker (which was included in the price), I thought I was paying for BASEBOARDS, but they put cheap $1 a foot edging on there, and their sub contractor threw my furniture around and even damaged my two bar stools. I was soooo angry upon entering my home. We worked that part out, pretty much in the form of a credit, but I'm still NOT HAPPY, with it. Then in December 2015 I noticed my floors were damaged-BADLY, only 7 months later, I put a complaint on FB, which caused Trip C[redacted] to reach out to me, they sent someone over just to say it's MY FAULT and to call my homeowners insurance. Although Trip was rude and trying to put all the blame on me, he did make some promises like he'd contact Belfor, the restoration company. Which he never did. Now I already know they're going to state that the damage is to poor installation, but Trip was sending them to try to blame me. I've already called Lowes in the mean time to check on the fridge, they said THERE'S NO LEAK. I had a plumber over here as well. There's no leak. I believe there was something in the install that's causing water that gets dropped on the floor to go into the cracks of the laminate and go to the lowest part of the kitchen, which is where the damage is. I have no idea why Trip Costen, wants to blame me. The guy he send DID NO TEST, he did NO INSPECTION, he walked into my kitchen and said call your homeowners insurance. I should have known THEN, they weren't going to fix this problem. I didn't get cheap floors in my kitchen. I paid more money for [redacted] flooring done by Costen Floors because I thought I'd enjoy these floors for years and years. However, I've been disappointed for the minute I walked into my house, May 4, 2015.Desired Settlement: I don't need any more discounts because that's not going to help me. I want that kitchen floor replaced and this time done correctly...That's my ONLY acceptable resolution.

Business

Response:

Dear Ms. [redacted]: This is to advise that I represent Costen Floors, Inc. ("Costen Floors"). My client asked me to respond to your letter dated February 23, 2016 regarding the complaint the Revdex.com received from [redacted]. On or about April 17, 2015, Costen Floors, Inc. submitted a quote to Ms. [redacted] to install laminate flooring in her house at [redacted], Virginia. Ms. [redacted] signed the quote on or about April 20, 2015. A copy of the signed quote is enclosed. Pursuant to the terms of the quote, Golden Oak laminate flooring was to be installed in the living room and dining room and Euro Terracotta laminate flooring was to be installed in the foyer and kitchen. The flooring was installed on or about May 4, 2015. Ms. [redacted] sent an email to Courtney Mills at Costen Floors, Inc. on May 6, 2015 in · which she advised that the wrong laminate had been installed in the foyer area and that the plumber had not unhooked the water line to the refrigerator. She also expressed concern about the way the installers had handled her furniture. I am enclosing copies of Ms. [redacted]'s email and referenced photographs. Exhibit I is the photograph of the living room and foyer area. Exhibit 2 is a photograph of the shoe molding that was installed. · Exhibit 3 is a photograph of one of the broken bar stools. Please note that Ms. [redacted] stated, "I love my floors ... .'' Ms. M[redacted] responded to Ms. [redacted]'s email on May 8, 2015 offering to give her a credit "around $135.00". Ms. [redacted] responded with three separate emails in the early morning hours of May 9, 2015. Copies of these three emails that were sent between 12:19 a.m. and 12:31 a.m. are enclosed. Ultimately, Ms. [redacted] agreed to accept the Golden Oak laminate installed in the foyer in return for a credit for $350.00. Costen Floors did not hear anything further from Ms. [redacted] until she posted a complaint on its Facebook page on December 24, 2015. Tripp C[redacted] sent Henry H[redacted], an employee with Costen Floors for more than twenty years, to Ms. [redacted]'s house in response to her complaint. Based upon Mr. Harvey's inspection, he concluded that the issues with the floors was caused by water damage. Tripp C[redacted] subsequently contacted Ms. [redacted] and told her that he would contact either [redacted] or [redacted] to inspect the floors in herhouse. Ms. [redacted] rejected Mr. Costen's offer. He then suggested to Ms. [redacted] that she contact her homeowner's insurance carrier and have it inspect the floors. He asked her to call him if her homeowner's insurance carrier determined that the issues with her floors were the result of improper installation. To Mr. Costen' s knowledge, Ms. [redacted] has not contacted her homeowner's insurance carrier. I am enclosing the list of comments Ms. [redacted] has posted on Costen Floors' Facebook page since the initial post on December 24, 2015. Based upon Ms. [redacted]'s posts on Facebook as well as the complaint she filed with the Revdex.com, it appears that she believes Costen Floors is blaming her for the issues that she is now experiencing with her floors. Mr. Costen believes that the issues are the result of water damage. Although Ms. [redacted] denies the existence of a leak, she does state in her complaint that "I believe there was something in the install that's causing water that gets dropped on the floor to go into the c1:acks of the laminate and go to the lowest part of the kitchen, which is where the damage is." Her statement begs a ~umber of questions including how often has water been dropped on the floors, how much water was dropped on the floor and how long did the water remain on the floor before it was cleaned up? Ms. [redacted] posted a message on her Facebook page on November 22, 2015 making reference to a leaking sink. She posted again on December 28, 2015 is seeking references for a plumber to snake a drain, stop a leak, replace a tub, and possibly a toilet. We do not know if the leaks that she references are in her kitchen or in her bathroom. Ms. [redacted] has rejected Mr. Costen's offer to have a third party inspect her floors to determine the cause of the issues she is experiencing. Costen Floors has no intention of doing any conectiye work until the cause of the issues has been determined and Ms. [redacted] removes her intemperate posts from its Facebook page and promises in writing to refrain from doing so in the future. I trnst you will find the above in order. In the event you have any questions, please call.