Floor Coverings International of Monmouth County

We sincerely apologize that this customer is not completely satisfied with the service they have received as we pride ourselves on providing quality products and customer satisfaction We stand behind our work and will take care of any "real" problems There are some boards that were installed with minor defects and we have agreed to remove and replace these boards We actually met with this customer yesterday (5/21) to inspect the project and to install the transitions moldings that were not originally installed We informed the customer at the time they signed the contract that we would not be ordering the transitions initially until we had a better idea exactly what kind of transitions we needed We were not sure of the thickness of the existing floor and that needed to be removed first (which was done by customer), so we can determine exactly what size and type of transitions we would need We made it clear that we would have to make a special trip to have these transitions installed, which is what we did yesterday We will make have to make an additional trip to the customers home as they are requesting a transitionnm0oloding in one location we did not originally plan for, but have agreed to do provide it and we need to make an adjustment to another transition The wood we installed is not defective as the customer would like to think There is absolutely nothing wrong with the product The customer had laced tape on all the boards she felt needed to be addressed We made an inspection of all these boards and there are some boards we have agreed to replace as noted before that have minor dings, small chips or hairline cracks There are several boards the customer had asked about replacing that have nothing wrong with them and we informed the customer these boards would not be replaced There were a few boards which were scratched and we have no idea of knowing for sure if these scratches were done with the original installation or if they were done after the floor was installed We have agreed to replace these scratched boards as well and not argue about who's fault that may have been I have informed the customer that when we can take care of these issues, we do expect to get paid in full for the work We were ready to take care of the replacement boards yesterday, but she didn't want the work done at this time She did complain about having to take her family out to dinner (and drinks) the first evening we were at the home because the job was not complete and she could not get into her kitchen because of the furniture was stored there I did tell her yesterday that I would provide to her a gift certificate for that inconvenience The customer is asking that the floor be replaced we would never agree to that They are also looking for some sort of additional reimbursement and that is something we do not wish to consider and we made that clear to the customer

Complaint: ***
I am rejecting this response because:
This is not a minor issueThe owner came out on 5-21/with *** and the installerHe looked and agreed only to replace boardsThese are boards not with minor defects but huge eye soresHe wears glasses and said if he can't see it from where he's standing he's not replacingWell I can see it and so can everyone else who comes to my houseHe says if he has to get on his hands and knees to see it he's not replacing itWell we paid a lot of money for a new floorNot a chipped, dented, cracked, knocked and scratched floorThe first problem is they were deceitful in selling the floorThey said it was character wood meaning it would be various colors and showing wood grainNot once were we told it would have knot holes etcThe holes were sharp edged that my kids or anyone could get hurt on or rip their sockThey filled these in with wood filler and it looks awfulI told him from day one this is not the floor we thought we were getting and he did not tell us this nor did his sample show thisTo make matters worse a lot of the wood came damaged which is why the installer laid it because they ran out of woodOn my back wall in my living room they never staggered the piecesThey put all the small piecesI will never be able to move my furniture because it is again a real eye soreThe pieces he is willing to replace is not even under furniture or area rugsIf I ever decided to change things I couldn'tThen to make things worse the contractor they sent out is furious because this job should have taken him one day and he gets payed by the jobSo he is very angry and nasty when having to come back on the second dayWhen he needs to come back and is told by the owner to replace boards he get more angryHe is cursing in front of my small daughter and shaking his headI told *** that I didn't want him back and am afraid of him and his behavior is very unprofessional*** said he would have a talk with him and agreed he was out of lineBut he said that guy had to do the replacing since he wAs paid for the jobSo now I am supposed to feel uncomfortable in my home and scaredThis by no means is a professional job or a way to conduct businessWe are completely unhappyWe still are asking for a new floor and by a different installer company or full reimbursementAlso there are big gaps where the floor doesn't meet the front of my islandHe said well we could put shoe moldingWhich will look ridiculousThere was no shoe molding beforeHis installers are incompetent of cutting a good fitIn my dining room on the side of the cabinet is a huge gap and split and very damaged boardThis is not at all acceptableThe two boards he was asked to replace also when he installed transitions he ignored the boss and used wood fillerNot only is this all extremely unacceptable but a huge inconvenienceI added as many photos that I couldOne is the side of my cabinet, wood filler knot holes, scratches, and Knicks that are all through my house from installers nail gun.
Regards,
*** ***

We sincerely apologize that this customer is not completely satisfied with the service they have received as we pride ourselves on providing quality products and customer...

satisfaction.  We stand behind our work and will take care of any "real" problems.  There are some boards that were installed with minor defects and we have agreed to remove and replace these boards.  We actually met with this customer yesterday (5/21) to inspect the project and to install the transitions moldings that were not originally installed.  We informed the customer at the time they signed the contract that we would not be ordering the transitions initially until we had a better idea exactly what kind of transitions we needed.  We were not sure of the thickness of the existing floor and that needed to be removed first (which was done by customer), so we can determine exactly what size and type of transitions we would need.  We made it clear that we would have to make a special trip to have these transitions installed, which is what we did yesterday.  We will make have to make an additional trip to the customers home as they are requesting a transitionnm0oloding in one location we did not originally plan for, but have agreed to do provide it and we need to make an adjustment to another transition.
The wood we installed is not defective as the customer would like to think.  There is absolutely nothing wrong with the product.  The customer had laced tape on all the boards she felt needed to be addressed.  We made an inspection of all these boards and there are some boards we have agreed to replace as noted before that have minor dings, small chips or hairline cracks.  There are several boards the customer had asked about replacing that have nothing wrong with them and we informed the customer these boards would not be replaced.  There were a few boards which were scratched and we have no idea of knowing for sure if these scratches were done with the original installation or if they were done after the floor was installed.  We have agreed to replace these scratched boards as well and not argue about who's fault that may have been.  I have informed the customer that when we can take care of these issues, we do expect to get paid in full for the work.  We were ready to take care of the replacement boards yesterday, but she didn't want the work done at this time.  She did complain about having to take her family out to dinner (and drinks) the first evening we were at the home because the job was not complete and she could not get into her kitchen because of the furniture was stored there.  I did tell her yesterday that I would provide to her a gift certificate for that inconvenience.
The customer is asking that the floor be replaced we would never agree to that.  They are also looking for some sort of additional reimbursement and that is something we do not wish to consider and we made that clear to the customer.

Review: Installed all short pieces with tons of seams on back walls. Not the floor we thought we were getting. Has holes and knot holes with sharp edges. Floors came damaged told owner and they installed anyway. Refusing to do anything. Told me to file a complaint. Big gap in front on my kitchen island and front door wood is not laid flush over an inch gap.. total eyesore. The,installers threw out three boxes of damaged wood. And said they were told to install it and they put small pieces where they thought I might put my couch. When [redacted] came out and ordered them to stop working due to wood being damaged they left floor laid out in foyer unnailed and my daughter fell and got hurt. They said they were gonna get new floors instead sent installer back to install the damaged wood and used wood putty and marker to hide scratches, holes, chips and broken pieces and corners. Noticeable nail holes. Left furniture in kitchen so my family was forced to go out to eat and even buy drinks. Transitions around fireplace installed crocked. This is extremely unacceptable. I want a new floor installed or a reimbursement.Desired Settlement: Replace floor with new undamaged wood and partial reimbursement for inconvenience.

Business

Response:

We sincerely apologize that this customer is not completely satisfied with the service they have received as we pride ourselves on providing quality products and customer satisfaction. We stand behind our work and will take care of any "real" problems. There are some boards that were installed with minor defects and we have agreed to remove and replace these boards. We actually met with this customer yesterday (5/21) to inspect the project and to install the transitions moldings that were not originally installed. We informed the customer at the time they signed the contract that we would not be ordering the transitions initially until we had a better idea exactly what kind of transitions we needed. We were not sure of the thickness of the existing floor and that needed to be removed first (which was done by customer), so we can determine exactly what size and type of transitions we would need. We made it clear that we would have to make a special trip to have these transitions installed, which is what we did yesterday. We will make have to make an additional trip to the customers home as they are requesting a transitionnm0oloding in one location we did not originally plan for, but have agreed to do provide it and we need to make an adjustment to another transition.

The wood we installed is not defective as the customer would like to think. There is absolutely nothing wrong with the product. The customer had laced tape on all the boards she felt needed to be addressed. We made an inspection of all these boards and there are some boards we have agreed to replace as noted before that have minor dings, small chips or hairline cracks. There are several boards the customer had asked about replacing that have nothing wrong with them and we informed the customer these boards would not be replaced. There were a few boards which were scratched and we have no idea of knowing for sure if these scratches were done with the original installation or if they were done after the floor was installed. We have agreed to replace these scratched boards as well and not argue about who's fault that may have been. I have informed the customer that when we can take care of these issues, we do expect to get paid in full for the work. We were ready to take care of the replacement boards yesterday, but she didn't want the work done at this time. She did complain about having to take her family out to dinner (and drinks) the first evening we were at the home because the job was not complete and she could not get into her kitchen because of the furniture was stored there. I did tell her yesterday that I would provide to her a gift certificate for that inconvenience.

The customer is asking that the floor be replaced we would never agree to that. They are also looking for some sort of additional reimbursement and that is something we do not wish to consider and we made that clear to the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is not a minor issue. The owner came out on 5-21/14 with [redacted] and the installer. He looked and agreed only to replace 25 boards. These are boards not with minor defects but huge eye sores. He wears glasses and said if he can't see it from where he's standing he's not replacing. Well I can see it and so can everyone else who comes to my house. He says if he has to get on his hands and knees to see it he's not replacing it. Well we paid a lot of money for a new floor. Not a chipped, dented, cracked, knocked and scratched floor. The first problem is they were deceitful in selling the floor. They said it was character wood meaning it would be various colors and showing wood grain. Not once were we told it would have knot holes etc. The holes were sharp edged that my kids or anyone could get hurt on or rip their sock. They filled these in with wood filler and it looks awful. I told him from day one this is not the floor we thought we were getting and he did not tell us this nor did his sample show this. To make matters worse a lot of the wood came damaged which is why the installer laid it because they ran out of wood. On my back wall in my living room they never staggered the pieces. They put all the small pieces. I will never be able to move my furniture because it is again a real eye sore. The 25 pieces he is willing to replace is not even under furniture or area rugs. If I ever decided to change things I couldn't. Then to make things worse the contractor they sent out is furious because this job should have taken him one day and he gets payed by the job. So he is very angry and nasty when having to come back on the second day. When he needs to come back and is told by the owner to replace 25 boards he get more angry. He is cursing in front of my small daughter and shaking his head. I told [redacted] that I didn't want him back and am afraid of him and his behavior is very unprofessional. [redacted] said he would have a talk with him and agreed he was out of line. But he said that guy had to do the replacing since he wAs paid for the job. So now I am supposed to feel uncomfortable in my home and scared. This by no means is a professional job or a way to conduct business. We are completely unhappy. We still are asking for a new floor and by a different installer company or full reimbursement. Also there are big gaps where the floor doesn't meet the front of my island. He said well we could put shoe molding. Which will look ridiculous. There was no shoe molding before. His installers are incompetent of cutting a good fit. In my dining room on the side of the cabinet is a huge gap and split and very damaged board. This is not at all acceptable. The two boards he was asked to replace also when he installed transitions he ignored the boss and used wood filler. Not only is this all extremely unacceptable but a huge inconvenience. I added as many photos that I could. One is the side of my cabinet, wood filler knot holes, scratches, and Knicks that are all through my house from installers nail gun.

Regards,