Great Floors

Ms ***, needs to purchase a different style of faucets that will work in this situation They may have not been on site when the holes were drilled, if they weren't on site, the holes are drilled based on the conversation at template and it is a a standard procedure Ms [redacted] has been notified of this in the past

The installer claimed it was caused by factors in the home, an independent inspector (doesn't work for Great Floors or the Manufacturer claimed it was caused by something in the home Until the customer discovers what is causing it in their home, it can't be resolved and will happen again They need to check the environmental situation in their home, certainly the beater bar on their vacuum

It is my understanding that Mr [redacted] was very well aware of the issues with the special order there is also an email trail to confirm our communication We are sorry the [redacted] 's are disappointed, but we have issued the credit for $(we will not be issuing added credit) and know that they will have years of good service out of their floor and we also guarantee our work Thank You

We have offered to replace the vinyl, replace the damaged refrigerator door, employ the cabinet company/builder to touch up the cabinets and correct some base issues Or we also offered the customer a check to reimburse the cost of labor and pull up of the affected vinyl, the refrigerator door replacement, the base repair and the cabinet touch up Two options: Full repair and replacement or a refund check less the cost of the vinyl which will be left on site

I will reconnect with our Couer D' Alene store manager for some feedback and reply back

Mr***, I think [redacted] and the Meridian store were very fair in their offer to resolve your issue Quite frequently in remodeling there are things that can delay the progress Applying KILZ is not always a simple process as is any painting, plus it needs air time to dry Sometimes sales associates may overlook those challenges At this point I would assume your floor has been installed correctly and you should have years of good service We appreciate your business and apologize for your inconvenience Jim M [redacted] Vice President Sales

Our response by Scot S***, our Lacey Store Manager: Regarding case # [redacted] , The process for installing Quartz counter tops is that at the time of template fore the tops the sinks to be used need to be onsite so the correct cutouts can be made in the quartzThe person doing the template should also provide a layout or work order to be signed off on by the consumerI would like to know if this was done and if the sinks were on site at the time of template and I can further address the issueI am not sure why the customer was not contacted if a letter was sent to Great Floors but we do strive to provide good customer service Thank you, Scot S*Store Manager Great FloorsMartin Way E.Lacey, WA 98516Office: (360) 438-3900Fax: (360) 413- I will also follow with a response from our Granite/Quartz supplier

Complaint: ***I am rejecting this response because: The response from Great Floors was again not the truthWe were not told the product was a special order, we were told the product was in stockWe never changed our minds, we picked what we wanted on July 11th in the store and the sales rep even recommended the product we selected knowing we needed it installed by July 31stWe do not have a dispute with the manufacturer, because we were told it was in stock, we have a dispute with the unethical lying by the storeWe were never given a financial adjustmentWe were called today after they posted their response to give us a $creditWe are still requesting to be refunded 25% and if nothing else what to warn others of the unethical and fraudulent practices of this company. Sincerely,*** ***

Complaint: ***I am rejecting this response because:There is nothing in this home that has caused the carpet to have these flawsThe seam is unraveling and fraying, as well as about loops in the carpetThis is not acceptable.Sincerely,*** ***

Remodels can be very challenging. Both the husband and wife were aware the product they selected was not in stock in our stores, it was rather a special order from the manufacturer. They actually changed their mind from our "in stock" item recommended? We are not able to control a
manufacturer's processes or shipping methods, but our representative was very conscientious in letting the customer know. We did give the customer a financial adjustment for their time and frustrations

I will dig into this inquiry further. It is Washington State Lien law that if a re modeler or builder does not pay a supplier for material installed in a customer's home, we can pursue payment from the customer. Many times in these instances it takes many months to realize the re
modeler/builder is not paying, sometimes to months. We understand how frustrating this can be, but the customer has selected their builder or re modeler and with that comes added liability. Customer's can request lien releases from their builder in exchange for paying the check
Jim M***
Vice President Sales

I will follwith the Store Manager for a possible resolution. If there were damaged boards, we will happily refund the customer

Complaint: ***I am rejecting this response because:
In answer to the business' response, the sinks and faucets were on site, I showed them to the installers, and I asked them about the installation. I do not remember the layout order. I did sign something I believe because I was told they couldn't begin without it. The difficulty with the placement of the faucets didn't manifest itself until later. I also had to call the installers about some debris they left on the counter and one of their employees came out to clean it up.
Sincerely,*** ***

In response to the complaint from ** ** ***, Although our cameras may seem to be close to the dressing room area, the camera is not directed toward the dressing roomsOur employee's, other than management
would really not know this, and quite honestly, it is a rare occurance that this
is questionedUnfortunately , I feel the employee did not know how to answer the question, so Ms *** may have gotten the impression that
the employee's are trained on how to answer this
We will, now that we see a customer has a concern regarding this, be sure to educate our employee's on the correct answer to this question
Our security company, *** *** ***, did our installation, as well as the monitoring of our system and they are well aware that these cameras may not be directed toward fitting rooms
lf you or the customer would like to confirm this, you could contact *** *** *** @ *** *** ***, * *** ***, Christiansburg, VA, Ph***

Complaint: ***I am rejecting this response because:
Your understanding is incorrect. We were never told it was a special order, as we have stated we were told from the day we ordered and paid for the carpet and LVT that is was in stock and would be delivered by July 31st. The E-Mail trial shows efforts on our part trying to contact MsB*** as a result of poor communication (including multiple phone calls)MsB*** stated On July 22, “LVT will go in on Wednesday (July 27) and the carpet Thursday (July 28)”. We had people scheduled to be at our house multiple dates not knowing when/what was happening
After the first response stating we were given a refund Great Floors called us to get our credit card information to give us a $refund. We told them $was not sufficient for intentional lying and did not give them our credit card information. They went ahead and gave us a credit anyway with the information they had on file. We did not agree to this amount and feel a 5% refund does not hold the company accountable for deliberate misrepresentation.
This company lied to us about the product being in stock. They lied that it would be installed by July 31st. Then to make it worse they lied and said we knew all along that it was a special order and not in stock. They said product would be installed on several dates that required a lot more than “inconvenience” for us. Our complaint was never with the manufacturer or the sub-contractors, it was for fraudulent practices of lying to get our business. We wish to warn anyone who chooses to do business with this company and that they need to record all conversations, put everything they say in writing and have them sign it, and bring a witness along with you. Sincerely,*** ***

Ms [redacted], needs to purchase a different style of faucets that will work in this situation.  They may have not been on site when the holes were drilled, if they weren't on site, the holes are drilled based on the conversation at template and it is a normal a standard procedure.  Ms [redacted] has been notified of this in the past.

It is my understanding that Mr [redacted] was very well aware of the issues with the special order.  there is also an email trail to confirm our communication.  We are sorry the [redacted]'s are disappointed, but we have issued the credit for $200 (we will not be issuing added credit) and know that they will have years of good service out of their floor and we also guarantee our work.
 
Thank You

I will reconnect with our Couer D' Alene store manager for some feedback and reply back.

We are prepared to replace the carpet on the stairs, but are awaiting Ms [redacted] to call us.  She asked us to not call her at work, but failed to give us a different number.  Her new carpet selection is a lower profile carpet than her previous.  This can be corrected by adjusting the base...

shoe, but this would require an added cost.  We are very happy to make the changes.
 
Please note feedback from service personnel at the store:
The inspection concern was regarding the stair install having some carpet yarns missing or frayed. The customer also brought up a concern regarding ‘gaps’ under the base molding to the new carpet.
The customer expressed a desire for a monetary adjustment to be made at the inspection appointment to Greg S[redacted] for the issues.
 
-          Greg S[redacted] reported the findings of the inspection to Drew B[redacted] (sales person) to have replacement carpet ordered for the stairs and supplied information regarding the gaps at base molding
-          Drew contacted the customer to advise of carpet replacement for the stairs being ordered and to offer resolution for the base molding to be lowered in order to close gaps to the new (lower profile) carpet
-          Per Drew, the customer declined  to pay to have base molding removed and replaced. Base molding remove & replace was not included in the initial project proposal/purchase.
-          Replacement carpet was received in the first week of August
-          Greg contacted the customer to schedule replacement date and was advised that she was still dissatisfied and asked that Greg not call her at work. With that information, Greg requested that she call the store to schedule the replacement date when ready.
-          The phone number available to contact the customer is the same number she requested not to be called at, so as not to be bothered at work. No return call has been received from the customer to schedule replacement carpet on the stairs.
 
In summary, the carpet for the stair replacement is available to be installed at the customer’s convenience, when they are ready to schedule. We can also remove & replace the base molding to close that gaps, if the customer would like to arrange for the service. There is a cost associated for this additional labor due to the new carpet being a lower profile than the previous carpet

Complaint: [redacted]I am rejecting this response because:
I recently received your latest email and I must say I am confused and not happy about this entire exchange.  I answered your previous email stating I was not satisfied with Great Floors response, they admitted there was a problem, they said they would work something out, and then their last response to you was, "She purchased the wrong faucets."  The faucets were there, along with the basins, when their installation people came out and if something was wrong, they should have pointed it our to me then because THEY ARE SUPPOSED TO BE PROFESSIONALS.  They didn't even take them out of the boxes, they just drilled the holes willy-nilly, which turned out to be wrong.  I think they have been untruthful with me and with their responses to you.  If Great Floors has decided to ignore this valid complaint,  I would like you to at least show in your files my dissatisfaction with their decision and the reason I am not satisfied with their work.  Sincerely,[redacted]