Floor Store at Your Door

Review: I had a floor installed in April 2013. The floor is beginning to lift due to our foundation being uneven which the company knew about upon installation. I have called repeatedly for over 1 month requesting someone come out to look at the floor due to it being under warranty. I was told someone would come out on Oct 26th but no one showed up. I again called and threatened the company with a lawyer and someone finally agreed to come out. Two installers came out at the end of Oct 2013 and informed me that it could be a defect in the product where it was lifting and that someone would be contacting me within a week to come out and inspect the floor. After a weeks time of not hearing anything I called the guy that came to our house the previous week. [redacted] was extremely rude to me on the phone and told me the floor was water damaged and the only way they would repair it was if I paid for it. I called the customer service number again and asked to speak to [redacted] who is the owner and was told they couldn't get a hold of her. I had another floor company come out and look at my floor and the informed me it is not water damage. I have been unable to get in touch with [redacted] or anyone else at this company who is willing to give me the time to come out and repair the floor as it is under warranty. I have received nothing but the complete run around from this company ever since I have been calling them about this repair.Desired Settlement: For someone to come and repair the floor or a refund for the product due to poor customer service.

Business

Response:

We strive to make all our customers happy. Unfortunately, neither the manufacturer nor Floorstore warranty's water damage from any source. We have twice been to our customers home to address the complaint and found the dogs water bowl along with swollen edges of the laminate nearby. Laminate does not get swollen edges from anything other than exposure to moisture. It is neither installation related nor a manufacturer related problem. We would be happy to remove and replace the damaged product for $125 labor plus material. As durable as laminate is for wear and tear it is not covered for moisture damage. It is considered neglect by the manufacturer. It is recommended that a waterproof tray be put under any dog bowls and cleaning be limited to products that are made for wood and laminates because they dry quickly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Unfortunately this response from the floor store is not a truthful one. They have only been out to our home one time since the floor has been put down and that was due to me threatening the company with a lawyer as my floor remains under warranty and is by no means water damaged. The area where the floor is lifting is nowhere near a water dish so there is no way that this is the cause of the floor lifting. I had another flooring professional come out to look at the floor and he confirmed that it is NOT water damage. He believes the floor is lifting due to the tongue piece in the board snapping. I have called to speak to [redacted] the owner numerous times and I am always given the same answer which is how [redacted] is unavailable and she will call me back. I will continue to pursue this matter until it is resolved as my floor is under warranty and I have experienced nothing but complete dissatisfaction with this company since this issue started.

Regards,

Business

Response:

We have been to the customer's home twice but there is more than one person who lives there so it is possible that [redacted] is not aware that we did go out to look at this before. [redacted] is not the owner or the person to speak to regarding this matter since she is on the road on sales calls for large portions of the day.

The laminate is actually swollen from water. The installer that looked at it has been installing for 22 years and knows the difference, but we would happy to file a claim and have an independent inspector come out and look at the floor so that there is no prejudice In the matter.

Review: After completion of the kitchen we found m any problems as I will list.1. On the end and some corner cabinets there are large voids at the bottom of the cabinets. (pictures available)2. The exhaust fan every time it rained leaked. There was no sealing where the top of the outside vent cover was mounted. ( pictures available) This in my opinion is a health issue because possible shock.3. There were (2) gas leaks from running a gas line to convert from an electric stove to a gas stove. One was found and repaired by the gas company on the line from the basement to the stove. For about 2 months on and off we smelled gas in our bedroom so we called the gas company again, they checked the closet where we smelled the gas and went to the basement where the closet is and found another leak where a copper pipe was damaged and said we have to get a plumber. When the plumber went outside to turn off the gas so he could fix the pipe he found that the gas valve was only turned on half way, then he did the repair.4. I have sent E-Mails to get in touch with us to schedule repairs with no answer back. We still owe them money but will not pay the full amount for a job that was done like this. Our house could have exploded from the gas.Desired Settlement: We are seeking a refund on the balance owed and to clear up the problem with GE Capital so it does not impact her credit and we stop getting the phone calls from them.

Business

Response:

We have been calling for months now to schedule to come to her home and she will not return our calls. The first day we had scheduled to go to her home she was not there and did not answer her phone. We waited for 30 minutes. She has refused to make payments on the job but it was completed. We would be happy to take care of this client but she does have to allow us to do so. These are very minor issues not worth $8000 that could be very easily taken care of if she will allow us to do so. Our labor warranty only allows for us to do the repairs. Please call us to schedule during business hours of MON-SAT 8-4pm.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The house was leaking gas for 3 months and E-Mails were sent and not answered, the house could have easily burned down as stated by the gas company. I do agree that the repairs would not cost $8,000 but still say if you could not reach us by phone you could have still answered the E-Mails. We have repaired the gas problems and the water leaking through the fan, but the house is worth more then $8,000 and should be lowered. We do not need any repair work done.

Regards,

Review: 1) within hours after the sales person left your home we had a $3200 charge on the credit application even though we did not finalize the products we needed for the bathroom installation.

2) when we wanted to cancel we were told we would be charged 20%, even though nothing was ordered.

3) the advertise 5000 products at your door but the sale person brings about 3 samples.

4) work took 2 months to get started, then they installed a damaged countertop and the bathroom tiles are cut wrong.

5) since October 2013 we were trying to get the counter top problem corrected. Finally they sent someone out on 4/16/14. Since my wife was not here back in October and did not know the person who did the installation she asked the person for some form of ID before letting him into the house. The refused to show ID. He said he would not show ID.

6) if your try to call the company you get a answering service and they never return your calls.Desired Settlement: We need to be reimbursed \for the damaged bathroom countertop and the tiles in the shower that are not cut correctly.

Business

Response:

We have tried to go to Mr. [redacted] home several times. The last time we were there they refused to let us come in to see what the problem is. There are no refunds for jobs completed. We would be more than happy to take care of the problem during business hours Mon-Sat 8-4pm. Please contact us to schedule.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

l reject the response from the Floor Store. This has been going on since October 2013. They NEVER tried to contact me, although they falsely claim that they had. They never call you back when you call them, all you get is an answering service. The sales woman never once came to check on the work, even though she assured us that she is the contact person and would inspect the work when it was finished. The tiles are out wrong and the counter top is damaged.

Regards,

Business

Response:

We are sorry that he feels that way but we have phone logs to prove otherwise. Our rep was at his home and his wife refused to allow us entry to the so-called requested repair. If he truly has a problem, there should be no issue with letting us in to do the requested repair.

Review: Floor Store was hired to do flooring and kitchen re-modelling work in my house [redacted] They didn't finish the installation of cabinet and left on last day after taking on final payment that they will come back when parts are arrived to finish the work. Its over 2 weeks since than and they haven't come back to finish the work. Sales team and customer support aren't returning any calls. Also, during the installation, they damaged an electric cooking range (purchase price of $1000, customer furnished). They kept it covered as the installation wasn't complete and customer discovered it later. Also, Floor store provided a Kitchen Hood (industrial strength) which they charged me $1500, the hood has stopped functioning in a week and I am able to get any help to correct it from Floor Store. The hood is under manufacturer warranty but since Floor Store purchased it, they have to arrange for part replacement. Again, no cooperation on it. Electrical work done by Floor store to hook up appliances and recessed lights in Kitchen was faulty. I had to get another Electrician to correct it at the cost of $700.Desired Settlement: I would like Floor store to correct all the issue mentioned above and refund me for damages to appliances and extra services I had to get done.

Business

Response:

We are sorry that [redacted] feels this way. We have worked very hard and gone out of our way to even take care of things that are not on his contract because he is our previous customer. When we completed the job he inspected everything, paid all but the last $138 balance because the plastic cover he purchased and asked us to install over the electric cracked when trying to screw it on because it is very flimsy. We told him we would be back to replace it. However, there was no issue with his stove when we finished. That is why he signed off of the job that it was complete. He also, left his home open eventhough he does not live there. He was having a dispute with the painter and the painter (not affiliated with us) was threatening to burn his house down while we were there and heard this happening. He also got into a dispute with the electrician for charging him so much for a 1 hour job (also not affiliated with us). We cannot give him money off his contract. Those things we cannot be responsible for and are out of our control. The vent he called the day he filed this complaint to tell us there was a problem. Since then we sent [redacted] back out to troubleshoot it. It is a new vent and is under warranty from the manufacturer. As per our contract we do not warranty the products the manufacturer of them does. We have however, filed a claim on his behalf and were told they are sending out the part that is defective for us to replace.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I don't agree with business response.Due to good experience from a previous job they did for me, I had trust and value in their opinion. They have been non-cooperative in settling this dispute with me and not returning my calls to discuss the matter. That's why I had to raise the matter to your organization.On last day of job, few things were still not complete e.g. installing shelves in Kitchen cabinets (2 cabinets) because [redacted] the installer from Floor store didn't have all the material and few other small things. However, I trusted them that they will come back to finish these small things and paid in full for remaining amount as it was invoiced. I didn't held back any money as claimed by Floor Store in the amount of $138. There was a billing error where charge for 8 Ceiling lights installation (amount $625) was added to the bill. There were only 5 ceiling lights installed. Even after repeated requests with [redacted] (sales person from floor store), the invoice wasn't corrected. I even paid for $150 for work which was not there on invoice but [redacted] did for adjusting the electric switches. So on final day, [redacted] agreed to do adjustment in lieu of I agreeing to pay $150 for item which wasn't even on invoice. That's why a difference of $138 was adjusted. It was with mutual agreement of both parties. Floor store did do few things extra which were not part of original contract but everything was charged and I paid in full without questioning there charges for those extras. Its evident in final invoice when compared to original contract. So they haven't gone above and beyond. If they were going above and beyond, they would show willingness to settle the matter amicably and be responsive in returning my calls. Floor store is using incidences with the painter as smoke screen. The argument with painter was related to finishing the work in time as we were trying to move-in by a certain date and didn't want to live with all the debry and dust as we have a small child. That's the very reason we were not living in the house while all the maintenance work was taking place. The painter was paid in full in advance and he still continues to maintain good relationship with us and has done work for us even after cited incidence. I am not sure what incidence Floor store is mentioning regarting a dispute with Electrician. Its a heresay and they were not there. The electrician was called to finish the work which [redacted] could not perform even though Floor store charged me for that. Electrician corrected the power line installation for ceiling/recessed lights and power line for Electric stove. [redacted] continued to say that there were issues with wiring etc in the house hence he wasn't able to connect Cooking stove and Ceiling lights (both installations were part of Floor store negotiated items). I had to get a certified electrician to correct those things and had to pay $700 for that. That's why I am claiming that money from Floor store. Now to think of it, Robert/Floor store created this issue around electric wiring etc to create a distraction from damage done to Cooking stove, so that I can't check whether its working and would notice the glass top damage to appliance. The damage has to be caused by Floor store people as no one else was working in kitchen. On final day of work, everything else was cleaned except cooking stove top being left covered intentionally, so I don't notice it easily. That's why I am claiming the amount for that damage from Floor store.

Regarding vent issue, since the vent was purchased by Floor store and vent is under warranty, they should be responsible for maintaining manufacturer warranty. I appreciate Robert/Floor store's response on it and look forward to getting it fixed speedily. However, there seems to be an issue with what floor store is purchasing on behalf of customers. Also, I would like to get an invoice/receipt of vent/hood purchase, so I can use that information for getting support from hood/vent manufacturer. Again, if this is not resolved quickly, I am looking to claim $1500 amount which was charged for Vent.I will appreciate Revdex.com's continued efforts in getting this issue resolved with Floor Store and making Floor store agreeing to financial claims I have made for damages or faulty workmanship.

Regards,

Business

Response:

We have been in constant contact with our customer. When items were changed after the time of sale, many many times we have accommodated them to make changes so they would be happy, but when they agree to the price thats what should be paid. Not trying to get money off after the fact. [redacted] has been in contact with our customer several times each day, sometimes. Our customer also texts [redacted] and she also responds back. We have been on top of every inquiry, each time. Obviously, neither [redacted] or [redacted] work 7 days a week. In the event that they are not working, they have responded back the very next day. We constantly strive to make sure our customers are happy.The range vent manufacturer has been slow to respond. Yes, we have both [redacted] and [redacted] working with them to get this matter resolved. The vent is under warranty by the manufacturer. We are however happy to try to resolve the issue for our client. There is no money due back to our customer and we do have the outstanding balance of $138 due which we have emails and signed work orders stating from our customer that they agreed to pay for the extra work and changes that were made over and beyond the original work.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Floor Store isn't showing any sincere attempt to resolve any of the issues called out. They aren't discussing anything. Its been over 5 weeks since Cooking vent non-functional issue was brought up. Updates from [redacted] aren't provided regularly. Earlier I was told "Vent vendor isn't cooperating, so [redacted] is looking for something similar vent from another vendor". But its been over 3 weeks and no progress has been made.In there response, there is no mention of completion of left over work for Kitchen shelf installation and resolving the dispute around damages done to cooking range or incompetency around electrical work which their installer couldn't perform and I had to get another electrician (at extra cost) to complete the work.Please continue to help resolve these issues at the earliest.

Regards,

Review: On January 3, 2013 I had given [redacted] a deposit for $20,000 in good faith to hold for the repairs of my house which was destroyed due to Superstorm Sandy. I have known [redacted] for over 15 years and trusted her completely as there were many contractors who were taking advantage of homeowners due to storm. Due to unforeseen circumstances between FEMA, my flood insurance company, flood insurance maps, and red tape with grants that 16 months and no forward movements in the process of rebuilding my home and financial hardship I have asked [redacted] in November/December 2013 to refund a portion which totaled $5,000. I informed her in February 2014 when she gave me 2 checks, 1 dated January 31th and the other dated February 1st each was $2,000, (she did it this way stating that she didn't have money in her business account to cover the total amount at that point I informed her that I would be needing my total refund back as nothing has been done to my house. [redacted] told me she would work on getting me my refund. After that I tried contacting her and left messages for over 3 weeks and no response. Finally found a different business number on the internet that goes to the answering service. I left 2 messages with [redacted] and she finally called me back stating that there was nothing she could due as the money was gone. She informed me at that point that Fells Fargo placed a hold on all her accounts therefore there was nothing she could do. My understanding is that when a contractor receive a deposit it is suppose to go into an Escrow Account untouched until the job has started. Therefore, I would greatly appreciate you helping me find out where my $15,000 went plus my interest!Desired Settlement: Refund my $15,000 plus my interest that was suppose to be in an Escrow Account.