Floor N More

Complaint: [redacted] I am rejecting this response because:This is a simple issue We asked for truffle colored grout which is very dark We have white grout in many areas.statement: There is not a "lighter than what the plastic stick sample is" situationWe have WHITE grout in many areas.statement: "began questioning the integrity of the tile" We did not question that at all [redacted] is the one blaming the tileWhen the tile is laid correctly there is no issue We have a few tiles laid incorrectly (that they did not fix) but it is not an issue with the tiles it is the grout We even called the tile and grout manufactures after [redacted] told us it was the tile and had their representatives come out The tile rep said it was not the tile which leads us to another statement.statement: The grout manufacture rep did not say it was ok In fact when asked what it would cost to repair it he said "you won't have to pay to get this fixed"After dealing with this company we decided to get it fixed by another company due to the lack of ownership by the business owner He came into our house on the defensive and it went down hill after that, especially when he told us our expectations were too high It is simple......our grout is white in many areas Anyone is welcome to come to our house and view it The other company is going to fix it, but it will cost us around $Floor and More needs to pay it because they refused to fix it [redacted] even said in this complaint response that they had done all they could do Regards, [redacted] [redacted]

Greetings, I have contacted the supplier for the pad and they assured me that what was sold and still being sold is a 1/pound pad, they advised me to let the customer know that padding is never measured exactly with a ruler, they also advised to explain to the customer that padding comes in rolls of sq,ftThe pad itself is ft long and it is rolled in layers and packed down with plastic and stored in piles on top of each other, it is stored in warehouses nation wide for months or more, therefore in certain spots or areas the pad might not exactly measure 1/It takes time for cushiony product used to make the pad to take its form back after being rolled up and squeezed in plastic for so longAnd when measuring pad you don't just take a 1xinch piece of pad and use a clamp and put a ruler next to itHowever the supplier advised and Floor N More will also advise that if the customer is now disputing the fact the pad is not 1/that they are more than welcome to get an inspector who can professionally inspect the padding and if the results come back that the pad is not 1/than Floor N More will be more than glad to send a team to change the padding to what was sold in the contractFloor N More stands behind its product and warranties and so do our vendors and suppliersWe are not in business to trick customers into buying something and providing them something elseOur company has been successful and has flourished and dominated in the DFW metroplis for the past years because of our great prices and service. None the less, this complaint has changed directions and the customer is now disputing different issues, the original complaint stated that they were unhappy with the padding provided and the customer explained that she wanted a different padding like the one she had installed upstairs, she also mentioned that she was willing to provided that type of padding and she wanted Floor N More to send installers to remove the carpet and remove the pad we provided and install the type of pad she preferredBut as I mentioned in a previous reply, Mrs*** never once mentioned that she wants a specific pad, and when she asked Floor N More for there opinion in what is a good pad we provided that opinion and we also provided other options of pads for additional cost but Mrs*** made her own decision to use the 1/pound pad we installedPlease review the attached email, It shows that on April I sent an email with a detailed bid, including carpet bid and in the email it states that we were providing 1/pound pad with the quote, Mrs*** replied on May and did not express any concerns or raised any questions regarding the pad I was providing in my quoteShe did ask me in person in the store about padding options and I explained the different options and costs and she choose what was provided with our install price at no additional costThe day after installation, on June as it shows in the attached email, Mrs*** not only was questioning the pad we provided and was complaining about how what we installed felt in comparison with what she had upstairs, but she was only doubting the carpet she picked, she was doubting that we even sold her the wring carpet and the carpet she picked felt rougher than the sample she looked at in the storeI contacted her that morning after arriving to the store and explained that she got exactly what she ordered and that she is more than welcome to com over and look at the sample of carpet she saw at our storeMrand Mrs*** came over that morning and the looked at the carpet and when they realized it was the exact carpet than the complaint started about how her carpet does not feel soft, and that there isn't enough cushion and that when she compared it with her upstairs carpet it felt so differentFor the recored what she has upstairs is a thick plush carpet and what she picked for the downstairs room is a design berber style carpet that is matted down is has a rough texture to it. In conclusion: Floor N More will only offer one of two things, 1: If the *** family are wanting a different pad as they had told us and they originally disputed, than they are more than welcome to provide whatever type pad they want (as long as its approved by the carpet manufacturers) and we can provide the service to take up the carpet and swap out the pad and reinstall the carpet for an additional charge and the customer has to acknowledge in the writing that they are aware of the risks of damaging the carpet by doing so and they will not hold my installers liable if the carpet gets damaged in the process of doing what they are requesting. 2: If the *** family is disputing that the padding we sold is not even 1/and they are accusing Floor N More of selling them a less quality product that it says in our contract, which my supplier and I are 100% confident that we provided the correct padding, than they are more than welcome to have the padding professionally inspected and if it shows that the padding is not what is we said it is than I will file a claim with the supplier and seek a resolution to get the proper pad stated in the contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.We bought and paid for 1/inch padding under the carpet that was installed. It is that simple. The padding is not 1/inch and is a cheap contractor grade. I was assured that it was high grade 1/inch. We will not accept any risk or liability for the carpet being lifted to re-installed as we did not receive what was paid for in the first place and we certainly will not pay more money for such a thing. If the manufacturer is not providing Floor N More with quality products, MrS*** should find an alternate distributor. We signed for 1/inch padding, we expect 1/inch padding. If the manufacturer wants to come to our home to inspect their product, we are happy to oblige however, only if they are agreeing that they will take on the risk and foot the bill for the replacement. I also now question MrS***'s comments. At first he said he never went upstairs nor knew what carpet we had there. Now, he states that we have "plush" carpet up there. How would he know if he'd never been up there to inspect it? Secondly, I was told that "all" of his carpets are high grade. Are we now saying that it's the carpet, not the padding? The matter is simple. We paid for 1/inch padding and did not receive it. I will not accept anything less than a full replacement or full refund allowing Floor N More's contractors to come and completely remove what they installed
Regards,
*** ***

We installed about sq, ft of wood looking tile for the *** and when we finished installing the tile and began the grouting process, my guys grouted rooms first and the next day the *** called to complain that the grout is lighter than what the plastic stick sample that she picked
fromWe explained to them that we did the grout just like we do on any other job and have done it for years and that sometimes the grout changes a little from the sample she's looking atMrs*** insisted that the guys did something wrong or that it mixed wrong and she told us that she had done a lot of research online on how to mix dark color grout and avoid having some shade variationSo since we had only grouted room I told my guys to go ahead and clean up the grout and wait for the next day so Mrs*** can share with them how she wants the grout to be mixed, the very next day my crew went back to the house and the *** told them that they wanted to do a test area first to make sure that whatever method they had looked up online is what they wanted, so we did a small test area and waited for the following dayWe got a call from the *** to let us know that they want to go ahead and proceed with grouting the entire houseSo we went ahead and grouted the entire house exactly how the *** wanted to be doneThe next day we got a call saying that the grout still wasn't right and it some areas it appears lighter than othersThey requested that we have someone go and take look, I went personally to the house and upon inspecting the job I found out that what they kept referring too as lighter shades in the grout was not even the grout, the edge of the tile has a colored line that is manufactured that way, than they began to question the integrity of the tile, I explained that the tile comes like that and there is nothing wrong with either the tile or the grout, they insisted that it something was done wrong and that we need to do something about it cause Mrs *** wanted the grout to be darker than what it really wasI explained that we can't do anything to make it darker with the way we install itThan they came up with the idea of sealing the grout with a color enhancer to try and make it darker, although sealing grout is not part of our job and its an additional service, I agreed to attempt a small area first to make sure that is indeed what they want, so I we purchased the sealer and sent the guys to seal an small areawe waited for the next day and the *** had decided that the sealer didn't change the shade at allAt that point we told them that we have done everything we can and there is nothing wrong with the grout and the tileMr*** than asked me to give him a few days to do some research if there is an alternative solution out thereWe had a balance of that was due that they kept delaying for more than weeksWe patiently waited an extra few days only to find out that Mrs*** had contacted the manufacture and posted on there website that they are selling defective tileThe manufacture immediately got involved cause they know that accustions made by the *** was not accurate, they even went a step further and took a represantive from the grout company as wellWhen they arrived that Monday both representatives of the tile and grout companies inspected the tile and the grout, they even tested the grout and found nothing wrong with what we did or with the tile itselfThey explained to the *** that grout will naturally change color due to minerals in the water and efflorescense that happens naturallyThey advised them that the only solution would be to use a sulfamic acid cleaner, the *** asked the representatives to do a small "test" area to see if they want to do that or not and we again waited another day just to find out that even that does not satisfy the ***'sI called Mr*** and I explained to him that we have exhausted every effort we have to try and give them the shade of grout color they want but there is nothing else we can do, We attempted to seal the grout, we even let Mrs*** tell the guys how she wants it done, we had the tile and grout manfucaturers go and inspect the job and they found nothing wrong and still the *** insisted that we didn't do a good jobMr*** even went to say that both the tile and grout manufacture is taking our sideI expalined that when they go do an inspection and do a test on something that they are obligated to say what exaclty they see is wrong no matter who it affectsAfter a breif conversation Mr*** came by my store and said that he was done with going back and forth and he wanted to settle his balance of He asked me that if im willing to help give them any discount cause he was going to look into hiring someome to color the groutI explained to him that im under no obligation to give out any discounts since there was nothing wrong with our job, but after thinking about it I ended up deciding to give him dollars just so we don't continue fighting over what there opinon of the job is and so I dont have to keep waiting on the enitre balanceMR*** paid me from the original balance of on May 19, and we agreed that the job is done and completed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.MrS*** states that I agreed to 1/inch padding and yes, the document signed states 1/inch. Please see IMG_4273; the picture of the black/multi-colored padding above which was installed. It measures LESS THAN 1/inch. I have also attached a picture of the padding in my upstairs (IMG_which actually IS 1/inch) thus what I was expecting and what we agreed to. I believe I have been very patient and have attempted to resolve this in a professional manner. MrS***'s email states "but since this is a new completed job please feel free to contact other installers as well and see if someone else will be interested in the job." This is not a new job; rather a job that was not completed as agreed. I would like MrS*** to remove the carpet and padding from my home and refund me the $I paid him. I would like to seek an alternate contractor that delivers what is agreed to. I have also attached text messages where I repeatedly attempted to reach MrS***. I also left several voice mail messages on his phone. I have attached a phone call record which occurred between Marlene at Floor N More and my husband after my repeated attempts to reach MrS*** for resolution. Marlene states that yes, they still intended to completed the work to correct the situation. MrS*** is now wanting more money (according to his email) to correct the work that was agreed to in the first place.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.Once again, we ordered and agreed to 1/inch padding. The padding is not 1/inch. If Floor N More believes that it is a manufacturer issue, then they should contact the manufacturer and have the manufacturer remove and install what was supposed to be provided. We did not have an agreement with the manufacturer, we had an agreement with Floor N More. If Floor N More wants to put the manufacturer in contact with us in order to have this install completed as a service to them with 1/inch (truly 1/inch) padding as promised and contracted for, we will accept this. However, if we are to accept any liability for damage to the carpet that was laid or any other liability as a result of pulling up the carpet, we cannot accept this as a resolution of the complaint. We would also expect that this occur before August 20, 2016. We have been patiently waiting for a resolution since the June install.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.I paid for 1/inch padding which I did not receive. The picture clearly indicates that the padding is not 1/inch and the agreement states it would be 1/inch. I will not pay more for what was agreed to in the first place. I want the carpet and padding removed and a full refund.
Regards,
*** ***

Floor N More Delivered what was in the contract, we purchased a 1/padding and our supplier provided us with thatIf the *** family are so sure that what we installed is not 1/than they are more than welcome to hire an inspector to support their claimAs a company we can not act on customers assumption and opinions if productsWe do not commit as a company in writing to a certain product and deliver something elseOur vendors are there to back us up as well. In response to Mrs***'s comment about her doubting what I say, I would like to remind her that she came to my store and brought me an 1xtorn piece of her pad and my pad and explained to me what her carpet felt like in comparison that what we installed felt like and she even pointed a sample in our store to what her carpet is like, so thats how I know what carpet she has, and to add to that, PLUSH carpet is just a style, so by her description of what she said she had I was able to conclude that her upstairs carpet is plusMrs*** was with me when I was measuring and she is well aware that I did not go upstairs and that she never mentioned to me that she wanted a carpet or padding similar to what she had. Floor N More offers warranty on our installation and our vendors offer warranty on there products, if the customer believes that either of the products is of cheap quality or they are questioning what was installed is not what they paid for than hire an inspector and we can file a claim with our distributor if the reports prove otherwiseWe can not simply refund a customer there money after we completed a job simply because they wanted something different than what they paid for or they think that what we delivered is not what they paid forWe are a highly reputable company and have been serving the Southlake area for more than years totalWe make a living by delivering great products and service and not by cheating customers to save a BuckIll be more than happy to take the *** family to so many different houses where we installed the exact same 1/padding and let them compare and see if other customers think we have been cheating them with the pads as wellThis complaint went from the customer not being happy with the type of pad they wanted and them wanting us to go back and install a different pad that the customer was buying to now accusing us of delivering the wrong productWe have offered every solution we can think off and the customer keeps rejecting everythingThey have a contract that they have signed with us and just like that contract protects us against being taken advantage off, it also protects the customer as wellIt is a legal abiding contract and if the *** family is very sure that our company cheated them than they can seek legal compensationUnfortunately there is nothing else we can offer in this dispute

Floor N More has provided exactly what Mrs*** paid us for, she was giving the opportunity to upgrade to a different pad but she took my word that the padding we provide is what we offer to all of our customers who have been more than happy with it and thats indeed the truthMrs*** is trying to compare our padding to some other padding that she had previously installed many years ago under her upstairs carpetThere was never a discussion of her wanting the same padding, she never once showed me her upstairs and asked me to check what type of pad it is, I measured her house and I was there personally and her upstairs padding was never part of our dealShe asked my opinion on what type of padding I recommend and I answered her with what I recommend to all my customersShe asked if there was other pads out there and I gave her the other options with prices, She asked me if I thought the basic padding we were quoting her is a good pad and I replied that it is indeed a good padMrs*** is unhappy about the pad we provided due to the fact that she's comparing to something that she on her own had previously purchased else where, it is not Floor N More's or my fault that she decided to go with our padding, she was not pressured to choose our padding and she had the right to upgrade or purchase whatever carpet or padding she wantedHad she mentioned that she was attempting to match the quality of the pad to her upstairs, before we even did the job or while I was measuring the job we probably could have looked at her existing pad at that time it and even than we would have determined that the previous pad she has is not something we offer for our carpet installationNone the less I have tried to work with Mrs*** on getting her an estimate to replace the padding and both her and Mr*** are well aware that it would cost them extra due to the fact that it is not our company's fault that they want something different than what they paid forIn response to Mrs*** accusation of none returned calls or messages to me directly, she was well aware from our office that in the week she was texting and calling my PERSONAL cell phone number, I had a death in the family and I was not in town to help herHowever Marlyn, the stores manager was always available to answer there questions and informed Mrand Mrs*** of my situation and my absenceAfter my return to the office I did speak to Mr*** and I replied to Mrs***'s last email and I explained to them where we stand and we spoke on the phone and I told them that I will try my best to get them the best deal from the installers directly to remove the installed carpet and replace the padding that Mrs*** wants to buy her ownThe last thing that occurred was Mr*** coming to the store and threatening me and Marlyne with lawyers and that he would like for us to at least pay for half of what the installers would charge to take up the carpet and install new padsFloor N More and I are still extending that service to Mrand Mrs*** if they wish at an additional costFloor N More has installed the carpet with the padding that they paid us for, if they wish to have a different padding installed we can provide them the service to do so and they can pay us or my installers directly

Greetings, Mrs. [redacted] came in to our Floor N More store looking to do lots of remodels, including carpet in her family room and a guest room. I went out personally to measure the entire areas and the different things she wanted bids on. A few days after exchanging emails about the bid, Mrs....

[redacted] decided to only do the carpet part. She came in to the store to finalize her carpet selection and colors. While she was in the store she asked me about the padding we use, I simply replied that we use a 1/2 inch 6 pound pad and that 90% of our customers use that pad and are happy with it, I told her that 1/2 is the thickest pad out there but there are higher density pads, I explained that she does have the option to upgrade to an 8 pound pad but for an extra charge. I even calculated what the difference would be but Mrs. [redacted] on her own will decided not to upgrade the pad and use the pad that normal pad. So we signed a contract that I have attached for records and we ordered the carpet she requested with the pad she paid for. After a week or so we set up the installation and I sent my carpet installers to do the job, the day after the job was finished I received a call from Mrs. [redacted] stating that she is not happy with the way the carpet and pad feel when she walks on them. And that she is comparing the way her upstairs carpet feels to the carpet we just installed and theres a difference. I explained that I do not know what carpet or pad she had installed upstairs cause it was not done by us and it was never shown to me when I went to measure and was never discussed. She than accused me and Floor N More that we sold her a cheap pad and that she had taken as small 1x1 inch square around to home depot and lowes and she was told that the type of padding we installed is a cheap padding. I stated that her information is not accurate because a 1/2 inch 6 pound pad is more than a decent pad giving the fact there is much less thickness and density pads out there. And that we have used that pad on more that 90% of the homes that we have done for the last 5 or more years and we have never received any complaints regarding the pad being of low quality. A few hours later Mrs. [redacted] and her husband came to my store and brought me 2 pieces of pad, one piece of what we installed and another of what she had upstairs, I explained to both of them that what they had installed any someone else years ago is not my business and the pad they had installed is not a pad we offer or have ever seen before, I also explained that I gave them options to upgrade there pad and they didn't want to, and that we sold them and delivered exactly what was promised and what we contracted for. They both requested that I send my installers back to take up the carpet and provide them a different pad, Mr. [redacted] even threatened me with his family of lawyers, but when I pulled the contract that they clearly had a copy of and showed them that we installed what they paid us for than Mrs. [redacted] took me to the side and tried to calmly ask me for what can be done to resolve the issue. I told her that I can get a hold of my installers and see if they would want to go back and take up the carpet that they had just installed and if [redacted] provided us with the padding of her liking that maybe they can replace the pad for her. After discussing the deal with my installers I brought to Mrs. [redacted] attention that there will be an additional cost for the carpet guys to go back cause that is not there fault that she wants a different pad than what she knew she's getting from us. I explained that carpet guys will be gone on vacation for 2 weeks and they will not return until first week of July. After a few texts and phone calls, I was  attempting to get a price and date for Mrs. [redacted] but Mr. [redacted] came in to my store and was telling me that I had to pay for half of whatever the installers want and that if I don't work with them they will contact there lawyers and sue me. I explained to Mr. [redacted] that he can't simply sue someone just because they wanted something different than what they thought. That we had a contract stating what they paid for and what they paid for was delivered and installed. I told him before he walked out that I will still send Mrs. [redacted] an email and attempt to help them simply cause I wanted to and not because I had to. I have attached the last email sent to Mrs. [redacted]. My carpet installer do not want to go back to take up what they already did and be liable for it. If they want to have a different pad installed they are more than welcome to use someone else to do so for them. Floor N More has completed the work that we were contracted and paid to do.

Complaint: [redacted]
I am rejecting this response because:This is a simple issue.  We asked for truffle colored grout which is very dark.  We have white grout in many areas.False statement:  There is not a "lighter than what the plastic stick sample is" situation. We have WHITE grout in many areas.False statement:  "began questioning the integrity of the tile"  We did not question that at all.  [redacted] is the one blaming the tile. When the tile is laid correctly there is no issue.  We have a few tiles laid incorrectly (that they did not fix) but it is not an issue with the tiles it is the grout.  We even called the tile and grout manufactures after [redacted] told us it was the tile and had their representatives come out.  The tile rep said it was not the tile which leads us to another false statement.False statement:  The grout manufacture rep did not say it was ok.  In fact when asked what it would cost to repair it he said "you won't have to pay to get this fixed". After dealing with this company we decided to get it fixed by another company due to the lack of ownership by the business owner.  He came into our house on the defensive and it went down hill after that, especially when he told us our expectations were too high.  It is simple......our grout is white in many areas.  Anyone is welcome to come to our house and view it.  The other company is going to fix it, but it will cost us around $2000. Floor and More needs to pay it because they refused to fix it.  [redacted] even said in this complaint response that they had done all they could do.
Regards,
[redacted]  [redacted]