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Floor 360 Reviews (7)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The author of the rebuttal was mistaken on a number of issues.  He/she has obviously not consulted with the Floor 360 staff that was involved (Nichole and Scott).1.  The product was not defective.  The Kardeen rep concluded the installation from Floor 360 was wrong.2.  "Substantial time" was one year for Floor 360 to arrange the Kardeen rep to the house.  Total "substantial time" was a year and a half.3.  Minor floor defect and "random small bubbles".     A.Nichole and Scott witnessed the raised ridge every 4 feet that traveled across the width of the room X 3 rooms.     B.Trowel telescoping-trowel marks visible because the installer allowed the adhesive to dry too long before placing the product.4.  Sleep Number was involved because Floor 360's installation was totally wrong.  We did not ask this when the Kardeen product was placed.5.  No "illness" to installer.  The Amish installers were in our house, ready to work on the install day.  They were released  by Scott before starting our job.6.  "Past issues" are a year and a half of our lives with an issue Floor 360 created.  We paid $10,000+  for LVT.  We put up with raised ridges every 4 feet.  We waited a year and a half because Floor 360 couldn't resolve thisThe rebuttal author was never in our home and clearly has never talked with Nichole and Scott.  These two employees have been in our home multiple times.  They witnessed, first hand, the raised ridges every 4 feet, the width of the room,  X 3 rooms.  It is clear the writer is either oblivious or simply doesn't care to get the facts.  On multiple occasions, I asked to speak with Bob [redacted] (Owner of Floor 360).    I sent him an e-mail, and called him and asked if we could resolve this issue.  No response.If you think this is the right way to treat a customer, and this is acceptable to you, shame on  you.  It speaks volumes of what your company is built on.

We regret that the product installed was defective and that it took substantial time to have the manufacturer inspect the problem. We assured the customer that FLOOR360 would solve the issue and stand behind the job. The floor defect was minor and livable as there were random small "bubbles" under...

the vinyl.When it was determined that the vinyl was defective the customer requested to look into other flooring products and decided on replacing the vinyl with hardwood. We provided this upgrade at a very good price/discount in consideration of the prior issues. The upgrade was $3000 and the customer approved this (see attached signed estimate) FLOOR360 also paid to have the Sleep Comfort Bed moved and replaced by the Sleep Comfort Company instead of FLOOR360 at the customers request. This added another $379.78.We then installed the floor with one delay due to an illness to the assigned installer. The installation was done to total satisfaction and we are requesting the balance of the agreed contract for the hardwood floor. We feel that FLOOR360 has honored all aspects of it's contract and warranty and the customer has a beautiful, quality hardwood floor.We do not agree that any discount should be provided on this contract for past issues. The warranty was honored, a new agreement and contract was signed and the balance is due. We have communicated this to the customer and do not see the benefit from more communication.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I do not accept the response of Floor 360.I paid the remainder of my account.  I am so disappointed in the management of Floor 360.  Your business practice is shameful.  At every opportunity, I tell our experience with Floor 360.       [redacted]

Review: On 9/25/13 we had $10,000t+ of Kardeen LVT (luxury vinyl tile) installed in the living room, dining room, and master bedroom. We immediately noticed lines every 4 feet. During multiple visits from Floor 360, they called for a Kardeen inspector. Getting the Kardeen rep here took ONE YEAR. It was determined that the floor was installed wrong. Needless to say, we were hesitant to use the Kardeen product. We decided to go with wood flooring. We were told we would be responsible for $3300. We were anxious to get this long ordeal resolved. We selected a floor and told them to order it. On 8/27/15, we paid $1950.03.

Right before a trip we had scheduled, we were notified the removal and install would be 9/21,9/22,9/23. When we got back from our trip, we found e-mails dated 9/16, which we found on 9/19. No one bothered to call or check why we hadn't responded.

The new removal/install date was 9/23,9/24,9/25. The reason was Scott (install from Floor 360) needed to be here. We had to cancel our guests who were supposed to be here at the end of the week. We thought we'd have our new flooring to show our guests. Instead, we had to cancel them.

On 9/22, we were called to re-schedule again. There had been a mix up with Sleep Number. (Our Sleep Number bed is complicated. Floor 360 was arranging the removal and re-assemble. This agreement was arranged weeks

before). 360 was supposed to co-ordinate this. They called to re-schedule for 9/28,9/29, 9/30.

On 9/29, the Kardeen floor was removed. On 9/30, Scott (Floor 360 install) arrived with two installers. Scott looked at the boxes of wood in our house, and said it was wrong. We opened more boxes. Scott, the installers and the two of us agreed. The only example we had to go by was a small sample. Scott was going back to the store around 8:30 am. We asked if we could accompany him to look at the big sample we ordered from. We could have called back and the installers could have started (if the color was correct). Instead, he said we had to wait until the store opened at 10:00, and he released the installers.

The boxes in our house were correct. We then contacted Scott to see if an installer could start that day. He informed us that now the install would be changed to Oct 5. This was the final straw. We told Nichole (sales) and Scott on 9/30 that we would not pay any more. We asked to talk to the owner. I e-mailed and called Bob [redacted] (Marketing and Sales CEO) and asked him to respond. He did not respond, nor did any manager.

On 10/17, we received a bill for $1350.02.

What is our time worth? We are frustrated and disappointed in Floor 360. Yet we have not gone on social media and told our story. We maintain that we should not be responsible for the $1350.02. The two year process was ludicrous , through no fault of our own.Desired Settlement: Floor 360 to dismiss $1350.02 for our two year ordeal.

Business

Response:

We regret that the product installed was defective and that it took substantial time to have the manufacturer inspect the problem. We assured the customer that FLOOR360 would solve the issue and stand behind the job. The floor defect was minor and livable as there were random small "bubbles" under the vinyl.When it was determined that the vinyl was defective the customer requested to look into other flooring products and decided on replacing the vinyl with hardwood. We provided this upgrade at a very good price/discount in consideration of the prior issues. The upgrade was $3000 and the customer approved this (see attached signed estimate) FLOOR360 also paid to have the Sleep Comfort Bed moved and replaced by the Sleep Comfort Company instead of FLOOR360 at the customers request. This added another $379.78.We then installed the floor with one delay due to an illness to the assigned installer. The installation was done to total satisfaction and we are requesting the balance of the agreed contract for the hardwood floor. We feel that FLOOR360 has honored all aspects of it's contract and warranty and the customer has a beautiful, quality hardwood floor.We do not agree that any discount should be provided on this contract for past issues. The warranty was honored, a new agreement and contract was signed and the balance is due. We have communicated this to the customer and do not see the benefit from more communication.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: Floor360 installed bamboo flooring in my home. They took payment before it was authorized, botched the install, and have failed to live up to their commitment to resolve the issues with the floor.

In the sales process, we agreed to a solid board floor to eliminate the need for glue that contains VOCs (Volatile Organic Compounds). We also agreed that any subflooring issues would be repaired at our expense in order to ensure a quality installation. Payment was to be half up front with the remainder charged to my credit card after we certified the quality of the work.

Floor360 hired a non-professional installer to do the installation. This resulted in a poor quality install with several damaged boards and even more loose and squeaking boards. The installer did not have the proper equipment: he had to use our vacuum and other tools, and according to Floor360 had a faulty nail gun which caused many notches and slivers in the boards. They then charged the remainder of the bill to my credit card prior to obtaining my authorization. I have since been trying to get the floor fixed to be up to the promised standards. This includes replacing damaged boards and repairing loose and noisy boards.

In attempting to resolve the issues with the floor, the company has changed its story several times. First, they acknowledged a poor installation and a faulty nail gun. Then they started blaming the issues on the sub-flooring. When I reminded them of our agreement that they should have fixed any issues before doing the install, they changed yet again to blaming humidity. We purchased a commercial strength de-humidifier but that did not help the problem with the floor making noise. After this, they attempted to fix the floor by using a glue. They made a commitment via email that the glue would fit our demands of low-VOC and non-hazardous material. They fabricated this. The glue in fact contains a known hazardous compound that reacts with both cotton and wool - Cyanoacrylate. They also left several glue spots on the surface of the boards, further decreasing the quality of the floor. Finally, they agreed to rip and replace the floor for half price and further discount any future purchases from Floor360. After making this promise, they have stopped responding to communications.

After years now of trying to work with them, they have stopped responding. My last email described how they violated our trust and we no longer feel comfortable with Floor360 doing any installation in our home. I wrote that we request their promised discount on replacement in rebate form so that we can have a more professional service take care of the replacement.Desired Settlement: We would like Floor360 to honor the commitment the owner and service manager made at my home - contributing one half the cost of tearing out and replacing the current floor. However, due to their poor quality standards, we request the refund at retail price so that we can have another flooring company do the work. According to estimates for replacement costs of $13,000, this refund amounts to $6500. In my opinion, they should refund us the entire purchase price of the bamboo materials and installation.

Business

Response:

We appreciate you allowing us to share our side of the story regarding the wood install. In response to the letter regarding flooring installation, the comments are inaccurate and we have gone above and beyond any warranty or service requirements for this customer.

We installed the Bamboo flooring in the customers home 4/28/2011. After installation we returned to replace 15 boards that were damaged during the installation nail down process. Since the repair involved cutting individual boards out in different areas we used a wood glue to ensure we would not have any problems with the top nailing issues. The glue we used is a certified wood floor installation adhesive and is classified as Low VOC Wood adhesive.

Then after months passed the customer said the floor was “squeaking”. We addressed these noises several times throughout the last 2 years, although our standard warranty is only one year. During these repairs we noticed that the noises were only noticed when the humidity in their home was above 55% and mentioned to the homeowner that per his wood warranty his in home humidity level must be kept between 35%-55% at all times.

We had our last meeting with the customer Monday January 21st at 4:30pm. [redacted] (owner FLOOR360) was also present with to review the conditions and speak to the homeowner. No squeaks were found anywhere and the humidity was under 40% in their home.

The next email I received was May 23rd 2013 discussing doing 2 rooms of carpet in their home and seeing if we could fix 2 small squeaks that had appeared since our last meeting. We gave them a quote for wool carpet for the 2 rooms. They sent me an email saying that we cannot be trusted with the carpet install so they were going with another company for the carpet and then sent the comments to Revdex.com.

We have done everything we could to make the customer happy with their flooring selection but it needs to be the homeowner’s responsibility to control the humidity in his home. We are certain that as this reply is written there are again No Squeaks , however if the customer does not control the humidity in the spring and summer months with air conditioning and/or a dehumidifier and the humidity level rises above 55% the squeaks will reappear.

We feel the motivation for this customer is not happy with the flooring they selected and are working to have a refund.

Thank you for your time-

[redacted], Field Support

FLOOR360

Floor coverings, tile and all that is beautiful.

Consumer

Response:

Review: Floor 360 signed a contract with us 3/10/15 for a large flooring and stair tread replacement project ($171,610) to be completed no later than 6/15/15. To date, none of the floors are finished to the stair cases (this is a trip hazard, we are low income housing for Seniors 62 and older), none of the stair treads and approximately half of the base cove has not been completed. We have contacted [redacted] and the company CFO [redacted] out of Madison, WI who signed the contract (his contact information is: phone ###-###-####, e-mail [redacted]) NUMEROUS times. All we get is excuse after excuse. We are tired of getting complaints from our residents (we have approximately 245 senior residents) that this project has been going on for months and months and the staff is as well. Please help!Desired Settlement: I want this job completed within two weeks. Due to the extreme time past the contract due date, I believe this is more than reasonable. I am trying to avoid legal litigation.

Business

Response:

We have been in contact with the customer before we were made aware of the Revdex.com complaint. I also researched this issue and as president of FLOOR360 and personally called and explained the details before we saw this complaint. The customer must have sent the complaint concurrently or immediately before I talked to her as it seemed we had a "game plan" and I was thanked for explaining and handling the matter.The delay was caused totally by the manufacturer of the product specified by the customer. Mannington Mills is the manufacturer and was in the middle of moving their production facility from China to the southeast USA. When we found out the product was being delayed in production we would pass on the information to the customer, however the manufacturer production dates were constantly being moved back which understandably has been frustrating for the customer.We had a letter sent to the customer direct from the supplier so they would understand the cause of the delays. Unfortunately this email was sent to an associate of the complainant and not forwarded.All other work has been completed and we are only waiting for this one item (stair riser) which is a cosmetic item and not any type of safety issue. We will continue to be in contact with the supplier and the client and complete as soon as is possible.FLOOR360 could and should have handled the communication of the delays in a much better method, this is not our standard process and certainly the delays from the manufacturer are unique. We have apologized to the customer and will do whatever is possible to expedite.[redacted], owner

This company does not respond to customer complaints. I purchased two different floor types that were "guaranteed" for use with radiant heat. One performed just fine. The other (in the same house), shrinks almost 1/2" during the winter (so much that the tongue and groove of adjacent boards actually no longer connect. I was told by the service tech that they would not do anything (NOT even come out to LOOK), if the floor was not installed in a humidity controlled environement. He has no explanation for why one floor is fine and the other is not in the same house with the same conditions. I called the president of the company twice. I did not get the courtesy of a return phone call.

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Description: Carpet & Rug Dealers - New

Address: 3700 Hillside Dr, Delafield, Wisconsin, United States, 53018

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