Derr Flooring Company

Review: On Feb. 6, 2013 I contracted with a hardwood flooring company ([redacted]) to purchase and install new hardwood floors. I paid $5,123 up-front for them to purchase all flooring and materials. [redacted] purchased floors from Deer Flooring wholesale and re-sold them to me at a retail price. The floors were delivered on March 14 and installation began on March 18. After installing approximately 1/4 of the total flooring area (~550 sq ft), there were a number of defects noted in the new floor boards. Derr Flooring was contacted and a representative ([redacted]) came to my house on Mar 19 to inspect the floors. Pictures of the defects were taken and the Derr rep asked me for my position on the product. I told him that it was unacceptable and I requested replacement product. As Derr is a wholesaler, they normally will not communicate directly with the consumer, but through the consumer's contractor (B2B). However, I was told by my contractor and Derr ([redacted]) that new floors were being ordered. Since my contractor was unresponsive to my calls over a period of 2-3 weeks while waiting for the new floors, I called Derr Flooring to inquire. I was told that the flooring is scheduled for delivery to my home on April 4. On the morning of April 4th the Derr truck arrived with the flooring, but the driver said he was required to collect a check for the cost of flooring. I explained the situation to him about these floors being replaced and he contacted his account department. They told him he cannot deliver the floors to me because there is an unresolved issue (dispute) taking place. Although not specified, I assumed it was between Derr and the manufacturer. I was also told that I had to work this issue through my contractor and they would no longer communicate with me directly. After sending an email to my contractor regarding the problem, they finally agreed to talk to me via telephone. I stated to him that if the issue cannot be resolved and the new floors are not delivered to my home by end of day April 9, I am requesting cancellation of the project and require a full refund for the purchase price of the flooring and materials. I also was able to leave the same message to the owner of the Derr Flooring ([redacted]) on his business phone voicemail system. The relationship with my contractor is now strained and broken and I we have agreed at this time that the main objective is for Derr to deliver replacement floor product as they agreed to 3 weeks ago. I will have another contractor install the new floors. In summary, I started this project 6 weeks ago when paying $5,123 to [redacted] and I still do not new floors, nor do I have any feedback from Derr as to when they will supply the replacement floors which are now being stored in their warehouse at [redacted].Desired Settlement: Derr Flooring honors its original commitment of providing me with replacement flooring for the defective product as conveyed to both me and the flooring contractor by their representative, [redacted] 3 weeks ago. They will deliver the new flooring and remove the unused boxes of defective flooring (still being stored at my home) by Tuesday, April 9, 2013 per the request I made to my contractor and the owner of Derr Flooring ([redacted]) last Thursday, April, 4th. I have another contractor scheduled to install the new flooring on April 11th and the floors must sit in the house for 2 days prior to installation. This is why I need them delivered on Tuesday, April 9 or Wednesday morning, April 10th at the very latest. Our house has been "upside down" since February and we are forced to use our living room which is crammed with furniture that was moved from the area cleared for new hardwood floors.

Business

Response:

See Attachment:

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,