Cross Canada Flooring Depot Ltd

Flooring product & installation (April 2015) concerns. Vinyl Plank flooring purchased & installed in April 2015. I expressed concern of the quality/scratching of product within the first week. Continued issues with the product/installation because it was "moving" and could see the old linoleum flooring in some areas. I was not taken seriously and told that it was because of my pot lights etc. They came out and "patched" a couple sections but it continued to get worse and I had to contact NUMEROUS times with numerous excuses. Company blamed it on misinformation of the supplier [redacted]. In July they sent the product rep. I never heard back and had to follow up with Cross Canada further as more areas of the floor were beginning to be affected. I finally located owner and emailed him late September (after finding out that the Regina store was closing!). We expressed that we wanted the produce removed and something else installed. He told us this could not be done. He would send his Moose Jaw installer who inspected the flooring and see what next steps would be. We had no option to agree with this even though we still had concerns of the quality/scratching of the floor. The installer agreed that it needed to be pulled out and reinstalled with floor preparation. This was completed in two days and seemed to have resolved 95% of the moving however the bathroom was not completed and there are still gaps/movement between the planks and they lift without any effort. The bathroom is also the first place the installer "picked up" one of the previously installed planks). I'd hoped to hear from [redacted] to see if our concerns had been resolved but I did not so I emailed him 2 weeks after to tell him that the installation appeared to be 95% successful and explained about the bathroom as well as sent pictures that clearly showed the concern. He did not respond to this email. I followed up again in 2 weeks. Finally I emailed a week after saying that he clearly had no intention of responding or resolving. I also included further photos. [redacted] THEN responded that there had been no previous concerns with the bathroom and that he could definitely come and repair it but would have to charge to have the toilet lifted. I advised [redacted] that I had expressed to him on the phone that the entire floor was a concern and that I would not pay for anything. I indicated to [redacted] that there were NEW sections of planks that are starting to show separation. This appears to be indicative to what will continue and I fear what this product/flooring will look like down the road. [redacted]. [redacted]Desired SettlementI would like a refund [redacted] Business Response We ackknowledge that [redacted] had a concern with her floor, we had followed installation requirements, we had set up a time with [redacted] to reinstall the flooring and in her complaint after that was done it was 95% resolved. Our installers along with me in setting up the time to reinstall the floor, we made it clear to [redacted] that the toilet had to come off. [redacted] still didnt have the toilet off when we left on the second day, so unfortunetly the flooring was not fixed in the bathroom. [redacted] contacted us and said the bathroom was not fixed. I explained to [redacted] we dont remove toilets(our installers are not trained to lift toilets), either you or you would have to hire a plumber to remove an replace the toilet. She said that she was not paying for anything. The conversation ended there. The flooring that [redacted] chose is backed by [redacted] manufacturing warranty and the [redacted] rep repeated to [redacted] and Cross Canada floorimg that the flooring installed looked very nice. There is no scatch warranty and no flooring warrantys have any implied scratch guarantees. [redacted] has an active family with a very large dog and without proper maintence on dog nails, chair and table leg pads, the product can be scratched. As far as small separations in the floor, the vinyl planking does not inherently expand or contract. Issues like this are sometimes caused by the movemnt of the house itself. We have fullfilled our requirements to the manufacting expectations. We strive to fullfill to our customers expectations, as we have gone back an achieved to date 95% satisfaction, we strive to get to 100%, but we sometimes need the customer to help with that goal. Unfortunely [redacted]'s desire to have a full refund is not possible from the manufacturer or from Cross Canada Flooring Regina. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this as a truthful or logical response as [redacted] is not telling the truth and once again implying that my expectations are too high. I have included his last response below where he tells me that the bathroom was not mentioned as a concern (even though I had expressed all along that the gaps were expanding to all areas of the floor). Not once did he or the installers ask us to remove the toilet. We were asked to clean out the closets, which we did. As well, why would they not have secured the flooring AROUND the toilet? Just stop part way through?? Regardless, of "she said-he said" the flooring should NOT look as it does 6 months after installation. Again, we chose to have the flooring professionally installed to AVOID these type of issues. And as I mentioned, we are severely disappointed for trying to support a local/small business. [redacted] does not stand behind his product or his service."[redacted], we had a chance to look at the pictures, talking with the [redacted] rep an our installers that were there for two days, there was never a mention of the bathroom. We for sure could Re glue the floor but there would be a charge to pull the toilet an to reinstall the bathroom. As it was the only room that was deemed satisfactory. If you like I could get you a price to reinstall the bathroom floor an to r&r the toilet.Thank you.[redacted]"Final Business Response "[redacted], we had a chance to look at the pictures, talking with the [redacted] rep an our installers that were there for two days, there was never a mention of the bathroom. We for sure could Re glue the floor but there would be a charge to pull the toilet an to reinstall the bathroom. As it was the only room that was deemed satisfactory. If you like I could get you a price to reinstall the bathroom floor an to r&r the toilet."Thank you.[redacted]" This is a true comment and I will reitterate, the bathroom only became an issue once we completed the repairs. I say again our installers are NOT plumbers and are not trained to remove and replace toilets, if [redacted] can have the toilet off and baseboards removed. We can complete the last 5% of the installation. Unfortunely until the homeowners can do that we are unable to complete to 100% satisfaction of the homeowner. We strive to make our customers happy and in the rare case such as this, we just cant achieve that 100% satified customer. The securing around the toilet was not done because there are boards that are under the toilet as from homeowners pictures and in conversation after the installers had left. We will not continue to return to homeowners residence because it has become apparent that our store will not be able to satisfy the customers expectation no matter how hard we try. I believe we have given the homeowner the final solution in our opening comment.