Great Floors

Complaint: [redacted]I am rejecting this response because:
 
Quite frankly, this response only reinforces my disappointment with Great Floors.  The facts are that not one, but two sales people informed me the job could be completed in one day.  Both knew that the entire floor needed KILZ, in fact, the second one, Mike, assured me it would still be done on the day of the job as the second crew was on their way out to paint.  In addition, the first crew had no idea how to paint!  Great floors should have sent the proper crew out to begin with since it was known in advance what was required.
 
As for my satisfaction with the installation after completion, I am not pleased at all but have elected to not involve Great Floors.  The carpet install crew neglected to nail down thresholds, cut carpet a little too short in a couple places leaving noticeable gaps, and completely carpeted over a heating duct.   We noticed the heating duct while the crew was there and had them fix it at that time.  The remaining issues I will handle as I simply have no confidence in either the promises made by or the workmanship performed by Great Floors.
Sincerely,[redacted]

Our response by Scot S[redacted], 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 quartz. The person doing the...

template should also provide a layout or work order to be signed off on by the consumer. I 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 issue. I 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[redacted]Store Manager Great Floors7800 Martin Way E.Lacey, WA  98516Office: (360) 438-3900Fax: (360) 413-1788
 
I will also follow with a response from our Granite/Quartz supplier

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted], 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

Complaint: [redacted]I am rejecting this response because:It is an hour drive to drive back out to the Great Floors Spokane Valley location. How do I know...

that if I drive back out there with my damaged boards that I will be refunded. I need more information that I am not going to be wasting my time and gas and be humiliated again for trying to return damaged boards. Sincerely,[redacted]

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.

Please see our response from our Bellinham store manager as well as Mr [redacted].  The customer is getting taken care of very well, restoration jobs often can bring challenges:
Sent: Friday, January 22, 2016 1:57 PMTo: Derek M[redacted]; [redacted]; [redacted]Subject: Re: Wood Flooring...

Quote
 
Derek,
Thank you for the prompt reply to the email.  I appreciate the response and resolution you provided.  I will be in touch with Mike later today to arrange a meeting regarding the Big Leaf Maple.
[redacted]
On Thursday, January 21, 2016 8:58 PM, [redacted] <[redacted]@yahoo.com> wrote:
On Thursday, January 21, 2016 11:35 AM, Derek M[redacted] <[redacted]@greatfloors.com> wrote:
[redacted],
Thank you for taking the time to compose a very thorough email.  I have reviewed everything and would like to proceed with your plan to install the big leaf maple flooring throughout the kitchen and dining room.  We will complete the project for the original kitchen contract amount of $2261.19 plus the supplement for the dining room of $2968.12 which totals $5229.31.  You have already made a deposit of $1200.71 which will be subtracted from your balance due ($5229.31) and we will also subtract your hotel stay and dog boarding from the balance due.  We will pay for your hotel stay and dog boarding for as many nights as it takes for us to complete the project.  You can simply provide receipts at the time of payment and we will deduct the costs from the balance due.  If I have all my information and numbers correct, this means that there is no money out of pocket for you.    
We are taking care of the costs for items included in the initial scope of work (i.e. removal and resetting of gas stove) as well as the items indicated in the supplemental contract.
We will order an appropriate amount of hardwood to ensure that flawed boards can be culled out without running short.  We need to verify carton size with the vendor but the approximate square footage to be ordered is 240-250.  The retail price on 3” select grade big leaf maple from this distributor is $12.75/sq ft + shipping.         
As [redacted] mentioned in his previous email, we would like for you to sign off on this product before we order.  It is a special order product for both us and the supplier (Emerson Hardwoods) so once it is ordered we can not return it.  Lead time on the materials is 3-4 weeks but is subject to availability.  [redacted] will be here Friday until 6:00 pm so let’s plan on finalizing the paperwork then.  Does all of this sound correct and meet your expectations?    
I apologize that you and [redacted] have had to deal with this insurance claim for so long.  That is never our intention and I wish I could change the way it has gone.  I am truly sorry.   
Please let me know if there is anything that I failed to touch on. 
Sincerely,
Derek M[redacted]
Store Manager
Great Floors [redacted] Bellingham , WA 98226Office:  (360) 738-3599Fax:  [redacted]

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.