Flooring Liquidators, Inc.

Revdex.com:
I have reviewed the
response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I am thankful that the Revdex.com is available to be the 'go between'You were able to get them to respond to you when I could not I am truly thankful. *** ***

To whom it may concern,As this complaint covers two issues I'll respond to them separately. In regards to the deposit for samples, after attempting to call the customer on two different occasions requesting the return of the overdue samples with no reply and waiting for over days in
total for them to be returned, the deposit was forfeited per our company policy. I will however, as a customer service, refund his $deposit.In regards to the repair issue, although the work was not done through Flooring Liquidators, the material is under warranty and we'd be happy to inspect the area and explore solutions, if it's an issue covered under the warranty. MrHeller is free to call for an appointment.Best Regards,*** ***Manager

Regarding IDWe went out and looked at customers concern regarding there problems with the product and were able to solve the issue and the customer is happy with the job.This was done and finished in a quick turn around for the customer

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Tell us why here...In regards to the deposit for samples, after attempting to call the customer on two different occasions requesting the return of the overdue samples with no reply and waiting for over days in total for them to be returned, the deposit was forfeited per our company policy. I will however, as a customer service, refund his $deposit. Simply call ahead to make sure *** is there and he'll take care of it

I am rejecting this response because: It is totally untrue that I had a conversation with [redacted] about wanting Flooring Liq. to come into my home and pull up the flooring. I stated that I had gone into the store and the clerk on duty told me that they didn't have anything in my price range and besides you went to Revdex.com. My daughter was with me and we both felt that he wasn't going to assist us in trying to find a replacement. [redacted] called in early August and informed me that I could select a replacement from 2 different supplies with a price of $4.44 sq ft. There is nothing in the store with a price tag of $4.44. I have high lighted statements by [redacted] that are completely untrue!! I do expect Flooring Liq. to return money for material and installation! The vendor has never proposed a settlement. As for their statement about turning down their offer the only offer made to me was the stated in my complaint letter sent to Revdex.com dated 8-2-17 job # [redacted] and that is not satisfactory to me.

I am rejecting this response because:in the first response there was a forty dollar deposit which should be refunded.  in regards to the second response my wife and I went in to the showroom on 4 separate occasions and was repeatedly told I needed to call the installers that flooring liquidators has setup for us. no help from flooring liquidators or a mention of the warranty. My wife and I decided do to the poor quality of this flooring we were going to have it all removed and purchase better quality flooring. The reason for checking out samples. So the only thing I’m looking for is my deposit back , this was the reason I checked out samples from flooring liquidators in the first place. But the poor customer support has me concerned whether I would purchase from them again.

Dear Sir or Madam:This letter is in regards to a complaint filed with your organization, submitted on 8/17/17 regarding our customer, [redacted].Her complaint is that she has asked Flooring Liquidators for a refund of material purchased and installment thereof, due to a manufacturing defect in the...

material. We filed a claim with the manufacturer on this customer's behalf in early July 2017. The claim was approved for replacement, not only for material, but manufacturer agreed to pay for installation labor costs directly to her installer. I would like to point out this was a materials only purchase from Flooring Liquidators. We sold her the material, and she had her own contractor install it. Part of the claim processing involved the manufacturer giving her several different choices from material they offer for sale, with the understanding that she had to stay within the same price range as originally paid. In this case, it was $4.44 per sf foot. Anything over that price, customer would be responsible for paying the difference in cost, if she chose anything less expensive, there would be no refunds available to her for the lower price difference. I have attached a letter for your review that I sent to this customer discussing the plan for replacement. In the course of choosing new material, she went to her local store a few different times, and could not find any material she thought she liked or had confidence in. I had a conversation with this customer on approximately 8/9/17, where we discussed the fact she was not happy with the material, was very upset that she had a price range she needed to stay within, and made demands for Flooring Liquidators come into her home, pull up her floor which we didn't install, AND wanted a full refund of her money for her installation and material costs. The vendor proposed a settlement which the customer promptly turned down, without even hearing the amount the vendor was offering. In some instances, the manufacturer will offer a settlement to the customer if there are no other options available that makes the customer happy. In most settlements like this, the customer would be allowed to keep her flooring and take a cash payment which she has refused. Flooring Liquidators has made every effort, along with the manufacturer, to settle this claim to the satisfaction of all involved. The manufacturer would pay for the flooring material removal and replacement, had the customer agreed to the replacement. Flooring Liquidators and [redacted] have no issues in replacing the material or paying for it. This was made very clear to the customer from the beginning. She will however, have to choose a comparable material and pricing from the same manufacturer in order to get her claim resolved. Please let me know if I can be of further help to you. Professional Regards, [redacted]Flooring Liquidators Claims Department[redacted]