Floorz

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Brian Eof FLOORZ has shown himself an upstanding business and gentleman and is replacing the floor as quickly as possibleWe have met at my home and I agree the product manufacturing, in this case, has failed and that the installation services provided by FLOORZ exceeds others' standards.It has been my pleasure to meet Brian and to refer FLOORZ FLOORINGIt is unfortunate he was kept out of the loop with our project but the circumstances were highly unique and resolvedThe greater value is how any situation is handled and in this situation, he has run with the opportunity to prove one of the best in the business.Sincerely, [redacted] ***

We are currently in Litigation with *** *** *** *** trying to resolve the issue of the Lein that they filed on the customers homeWe have had no response from them after numerous attempts to get in contact with their ownership until todayWe want to get this resolved as soon as possible and are doing everything in our power to do soWe have already discounted Mrs***s's Invoice in which she owed Floorz $1,so she no longer owes us that balance for her inconvenienceI do wish to reiterate that the Lien and all installation issues that occurred were strictly that of the Subcontractor that we used which was *** *** *** ***Up until this incident they had been a reliable source for granite counter tops, but due to the incidents that occurred on this Job we are no longer using *** *** *** ***

Mrs*** did have a counter top installed through Floorz in which we used *** *** *** *** as a Sub-Contractor for the installUpon Installation there were some installation issues that took us numerous attempts to get resolved through *** *** * ***All issues were
resolved and customer is refusing to Pay the Balance owed Floorz of $1,We then advised *** *** * *** of the situation and they refused to discount their bill $1,and proceeded to put a Lien on the propertyThroughout the process we have done and said everything needed to try to resolve this, but the customer simply believes that she is Due a $1,credit for the work having to be repaired and her inconveniencesSince these issues have occurred Floorz has severed all ties with *** *** * *** and will never use them again on any project*** *** is at fault here and we have reached out to our Attorneys to see how this can get resolvedWe do sympathize with Mrs*** but do not believe Floorz is responsible for a $1,Credit, yet *** *** *** *** should offer some sort of discount to get this resolvedThe owner at *** *** * *** refuses to call us back and work with Floorz or the customer but we are still trying to get this resolved

In reference to the counter top Issues, the matter has been settled with *** *** *** *** on our End and a final payment has been issued to themPlease understand that *** *** *** *** initially wanted us to pay for the Bathroom Vanity that Mrs*** Didn't pay them the balance forThe Lein was in excess of the amount in which Floorz owed them, Floorz was not responsiblefor the additional amounts approved by customer and owed *** *** *** ***The Attorney for *** *** *** *** finally got the owners to understand that they were wrong in expecting Floorz to pay for that entire balanceOur end of the Lein issue is handled, we have credited the customers balance owed Floorz and settled our portion of amounts owed with *** *** *** *** In reference to the Floor, I have personally left messages in the last week asking Mrs*** to talk with me in reference to it and I have not received a phone call back onceIf the customer refuses to talk with me, how can I help her with her floor?? As the owner of Floorz I have just recently got involved with this customer and will do anything to help her, however when I do not get calls back and there is no Communication, How can I help?? When she is ready to discuss her Warranty claim with me she can call me direct at 330-630-Ext ***or directly on my cell at ***I can also be communicated with Via Email at *** Saying we have not honored our warranty is not a true statementWe have followed all necessary claim procedures and in addition I personally want to help her, but she has not communicated with me except through this portalI need to speak with her to make this rightIf she is unhappy with the flooring purchased I will replace it with a better product that meets and or exceeds her expectations

I am rejecting this response because:
The fact remains this work agreement is solely between the ***s and FLOORZ FLOORING FLOORZ FLOORING received payment for all monies invoiced and we have fulfilled all payments over 12-months to the assigned financing bankAny conflicts, bad blood, liens or holding funds is between the Contractor and their Sub-ContractorsThe fact that FLOORZ FLOORING states they have severed relationships with the business they advised for work in our home, is unsettling yet none of my businessI am FLOORZ FLOORING customer who, in good faith, hired their professional servicesIt would be unprofessional to filter down the problems of discord in their own relationships as consequence to a customer. While I appreciate they sympathize, and I believe it sincere, James knows the offense to in any way say “customer is refusing”FLOORZ FLOORING states that after all issues were resolved, they advised the sub-contractor that “CUSTOMER IS REFUSING TO PAY” the balanceAnd THEN they proceeded to put the Lien on the propertyExcept if they were paying attention to this case at all, they know the Lien was in place 10-days before the repair All chronologically ordered events demonstrate the client actually shows extreme patience, not refusalsAll along, James fully supported that the cost should be adjusted to reflect the repair that rather violently pulled the granite from our also new cabinets and reposition into alignment allowing cabinet drawers to now open and closeI was told the repair invoice should be around $which is the only reason I quoted such a number to Revdex.com and I have never once heard such an exact figure as $1,or that an invoice even exitsInterestingly, I have also never been offered an invoice itemizing the project with our payout toward countertopsThe stone slabs I had selected and paid for through the upfront contract, turned out to not have enough footage to complete the projectI was asked to make a different selection, which I obliged I was told at the warehouse, and again by the salesman, that my second selection would knock money off our billI never saw it FLOORZ reply notes they “are still trying to get this resolved”PerfectWhat exactly does that look like and by what date?

I am rejecting this response because:
Thank you for the commitment to lift the Lien from our home and see the countertop project through to completion. In the meantime while in litigation, FLOORZ has also neglected warranty on their flooring sale and installation. The installed floor continues to fail with even more planks snapping apart making it useless as sold safe for use in kitchen, bathrooms, and laundry room. The failures were first reported 7-months ago and FLOORZ have offered virtually no follow-up since the third-party inspector sent to our home nearly 2-months ago on July 20th.   RE:      Premium Vinyl Floors             IVC US – LVT Click   July 18, 2015, signed with FLOORZ FLOORING to oversee our home improvements installing their premium vinyl flooring in excess of 2000 square feet. The recommendation was for vinyl to ensure water resistance throughout including kitchen, master on-suite, and laundry room. My nonnegotiables were stated that I want click style installation (no glue), that it flows unobstructed throughout from room to room, and that I want the best.   Delayed installation, we were told, was due to the fact that our custom order had been routed to someone else.   FLOORZ FLOORING reorders LVT Click.   September 5th – 20th, 2015, we vacationed in Europe and gave our house key to James Q.  of FLOORZ FLOORING, the employed Contractor, to complete or near complete the project while the house sat empty.   October 2015, flooring installation first week as nothing began until another week after we already returned home.   February 12, 2016, James was called out as the floor boards are opening up between clicked slats.   February 24, 2016, first repairs took place in several areas in and around the open-plan kitchen.   February 26, 2016, I sent James another picture of floor planks separating with an extending gap as long as 11-feet long.   March 28, 2016, the original installer again was sent out for repairs (without wages except for my cash contribution) to fix the laundry room and master on-suite floors, at which time he observed and stated that if this continues, the manufacturer needs to be notified.   When I contacted the Manufacturer directly myself, they advised any and all warranty issues must go through the Contractor/provider.   The owner himself, Brian of FLOORZ FLOORING, to date has not offered a single outreach of concern or communication to my husband or I.   July 7, 2016, ultimately, I sent an e-mail to James at FLOORZ FLOORING that if he could not answer to the situation, I would be left to take it to the Revdex.com. James called me immediately with an urgent tone asking that I give him one week, “that’s all” he asked. He said he would call me Monday. He did not call me Monday.   July 20, 2016, an independent inspection was performed with as many as 13 new gaps photographed. He ended his inspection before documenting yet another gap in the third guest room and this week, there are two more separations where I moved furniture to sweep. I was advised to give FLOORZ FLOORING two weeks to sort through the inspection report.   On every level of responsibility FLOORZ FLOORING has created and allowed the burden of proof on the customer for a floor they have been to the home twice to repair already. Their incapacity to acknowledge there is a problem and to see this whole house project to completion, renders consequences to the property value and putting at risk the new subfloors from continuing exposure to trapped moisture/ mold issues as time passes. In consideration, I offer FLOORZ FLOORING to retrieve, in the words of James Q., this “garbage”, and return our purchase costs, installation, and taxes in full. No further duress.

Initial Business Response /* (1000, 5, 2016/01/11) */
Yes this particular job took longer than we would have liked due to numerous issues with products and trades. However even before this complaint was filed, the job was scheduled for completion and products were on order. We continuously strive...

to provide Excellent customer service and this transaction was no different. Although problems arose with this job, we have always stayed in contact with the customer and Job is scheduled for 1/14-1/16 and will be completed then.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
tHE STORE DID IN FACT HAVE THE JOB SCHEDULED FOR COMPLETION ON 1/14 AND 1/15. UNFORTUNATELY, IT WAS NOT COMPLETED, AND THERE WERE ADDITIONAL MIXUPS. THE INSTALLER FOR THE BACKSPLASH RETURNED TO MY HOME ON 1/16 AND WAS STILL UNABLE TO COMPLETE THE JOB AND WAS SUPPOSED TO RETURN ON 1/17, HOWEVER WAS UNABLE TO DUE TO OTHER COMMITMENTS. AT THIS POINT IN TIME, I AM STILL WAITING FOR THE JOB TO BE COMPLETED. THEY ARE SCHEDULED TO COME OUT ON 1/18 WITH ASSURANCES THAT THE JOB WILL BE COMPLETED WITHIN 2 TO 3 HOURS TIME. I'M NOT HOLDING MY BREATH AS EACH TIME I HAVE HAD ASSURANCES, THERE SEEMS TO BE A REASON WHY THEY CANNOT BE FULFILLED. I WILL MISS ADDITIONAL TIME FROM MY WORK DAY (AS I HAVE HAD TO MULTIPLE TIMES FOR RESCHEDULING AND VARIOUS SNAFOOS) AND AM GENERALLY FRUSTRATED AND DISHEARTENED WITH THE ENTIRE EXPERIENCE
Final Business Response /* (4000, 14, 2016/02/01) */
Job was completed the weekend of the 16th and 17th except for some Grout caulking that required additional material. Caulking was purchased on Monday the 18th and customer was not available for us to finish until the 22nd, this took 45 minutes to complete. That said the job has been completed for 10 days , customer was given a substantial discount on the bill and we still haven't been paid the balance.Throughout the process of this job we had 3 different scopes of work which all needed to be done at separate times. The scope of work changed a few times on the customers end and their were some things on our end that should have been done in a more efficient manner. I'd also like to note that we underwent a store move throughout this project which also unfortunately delayed the project as well. That said we never sacrificed the quality of our work, we stayed in contact with the customer and the job was completed as promised. Because of this job, we have reviewed all our operating procedures, implemented new processes and changed some company policies to assure that we become better at everything we do. We are a Family owned and operated company that will always put the customer first and do whatever it takes to guarantee 100% customer satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Brian E. of FLOORZ has shown himself an upstanding business and gentleman and is replacing the floor as quickly as possible. We have met at my home and I agree the product manufacturing, in this case, has failed and that the installation services provided by FLOORZ exceeds others' standards.It has been my pleasure to meet Brian and to refer FLOORZ FLOORING. It is unfortunate he was kept out of the loop with our project but the circumstances were highly unique and resolved. The greater value is how any situation is handled and in this situation, he has run with the opportunity to prove one of the best in the business.Sincerely, [redacted]