Hales Floor Covering

Awful, awful, awful! Rather than visiting my home to inspect the existing flooring and compile an estimate, Howard H [redacted] insisted repeatedly that he didn't need to do so and could undertake the hardwood flooring project based on professional measurements and photos Four weeks later his employees arrived (he still couldn't be bothered to appear) and determined that it was a bigger project than expected so increased the estimate five-fold before deciding they wouldn't do it at all Infuriating and an incredibly inconvenient waste of four weeks

Dear [redacted] , I received a complaint letter from your office about a customer of ours, regarding flooring installation in his homeThe installation was to be done in the kitchen and bathroomPrior to scheduling the customer had several questions about the thickness of the new sub-floor in the kitchen and possible issues w/transitions to adjoining roomsOriginally, when we spoke to the customer’s wife about scheduling a date, she requested a SaturdayWe offered to do the job sooner if we could do it during the week, just in case it took more than one dayBut she said a Saturday would be betterSo we scheduled it and they said they would have someone there because they would not be homeWhen we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining roomIt was decided that we hold off with the kitchen area for nowWe installed the bathroom floor and placed the materials for the Kitchen in the garage on the floorWhen the customer arrived home from his trip, he called us with some concerns with the bathroom installationI spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring installHe also said we hit his garage door when we put the materials in the garageI thought the garage complaint was kind of odd, because we only unload material by handWe scheduled a time to meet and discuss resolving any issuesWhen I arrived on site, we went directly into the bathroomHe pointed out the concerns and I told him we will take care of it right awayAs far as the garage issuesIt is a older garage with several dents and wearThe spot he said we backed into is about 12-15” off the groundThe bumper of truck that was on site measures 19” off the groundI tried to reason with him but he asked me to leave and I would have to deal with his insurance company Thank you, Howard H [redacted] Hales Floor Covering LLC ###-###-####

In response to the complaint: 1.       As far as scheduling the work: The customer wanted a Saturday installation. We had a few openings available in our schedule during the week to do the installation sooner than a Saturday (we prefer to get jobs done sooner than later), but the Customer needed a Saturday so we scheduled it.  We cannot always determine the time it takes to do an installation, until we are at site, do to possible unforeseen or on-site issues. 2.       As far as the thickness of the existing floor and possible asbestos issues: Prior to doing the installation and scheduling, Mrs. [redacted] and I spoke over the phone, she decided to have me speak to her husband because he had several questions about the kitchen area. We spoke at length about height issues (due to existing layers of flooring)and transitions to the hardwood area. We were contracted to do installation of new flooring only, not rip-out of existing flooring. (All layers of flooring in any home pre-1980, that may contain asbestos, must be tested by a licensed asbestos abatement firm), we are not licensed to do so. Therefore, we couldn’t have done any rip-out of existing flooring. If the customer has had testing done, then he should have a report. The customer told us that he did want us to do the Kitchen, he would take care of it himself. We would like to take care of the caulking and adhesive issues with bathroom. (which we take full responsibility for, this should have been done on the day of the installation). As far as the garage, there is no reason at all that we would even be that close to the garage. We have to be several feet away to be able to unload our truck (which is done by hand). Hopefully, we can resolve this in the near future. Thank you for all help.   Sincerely, Howard H[redacted]

Dear [redacted],   I received a complaint letter from your office about a customer of ours, regarding flooring installation in his home. The installation was to be done in the kitchen and bathroom. Prior to scheduling the customer had several questions about the thickness of the...

new sub-floor in the kitchen and possible issues w/transitions to adjoining rooms. Originally, when we spoke to the customer’s wife about scheduling a date, she requested a Saturday. We offered to do the job sooner if we could do it during the week, just in case it took more than one day. But she said a Saturday would be better. So we scheduled it and they said they would have someone there because they would not be home. When we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining room. It was decided that we hold off with the kitchen area for now. We installed the bathroom floor and placed the materials for the Kitchen in the garage on the floor. When the customer arrived home from his trip, he called us with some concerns with the bathroom installation. I spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring install. He also said we hit his garage door when we put the materials in the garage. I thought the garage complaint was kind of odd, because we only unload material by hand. We scheduled a time to meet and discuss resolving any issues. When I arrived on site, we went directly into the bathroom. He pointed out the concerns and I told him we will take care of it right away. As far as the garage issues. It is a older garage with several dents and wear. The spot he said we backed into is about 12-15” off the ground. The bumper of truck that was on site measures 19” off the ground. I tried to reason with him but he asked me to leave and I would have to deal with his insurance company.   Thank you,   Howard H[redacted] Hales Floor Covering LLC ###-###-####

Complaint: [redacted]
I am rejecting this response because:  
The facts stated by Mr.  Hale  are simply inaccurate.    First, he was trying to schedule our job sooner so he could fill in empty days he had in his schedule to make it more convenient for him.   If the job was going to take two days why couldn't he start on a Saturday and finish on Monday. I never had a problem with that   Secondly, we never discussed the thickness of the floor   Until the moment they arrived and called me to discuss it.   I was under the impression they were going to remove the old floor and install the new floor rather than going over three layers of existing flooring.   They called to tell me they would not do the floor because of possible asbestos which I assured them there was not any because of test we had already had done earlier.   I did tell them not to do the kitchen floor until we figured out what the best course of action would be which would mean us removing the old flooring and having them come back to install the new flooring. 
   The installer and question who did smell of alcohol asked my mother-in-law to open the garage for him so he could put in the materials for the kitchen.   As I stated in my initial complaint, she opened the garage and left to run an errand.   When she came back she did not notice anything  until the installer left and she went to shut the garage.   That is when she called me and told me the door would not shut.  That is when I called my father who lives close by to try to figure out why it wouldn't shot.  
   Mr.  Hale  States in his response that he said he would take care of any issues with the bathroom floor, yes that is what he said but he also told me this is a normal installation that they do and he would try to pretty it up.   I had to point out several issues such as glue on the surface of the floor gaps against the walls and tub and caulking issues.   When we went outside to look at the garage he started right away cutting me off saying that he is not responsible for this. He did not try to reason with me, I tried to reason with him.   He stated my garage had many dents in it and that it was old. Yes my garage is probably 30 years old or more but there is no dents in the structure of the garage nor the door just chipped paint and a little bit of rot.   The rot is confined to the bottom part of the door and not near the affected area to the right of the door where it was hit.   He states that the bumper of the truck is too high to hit that area of the garage to which I said I don't know how high the bumper is or if there was a tow hitch or anything else that could've hit the garage but it was not like that before they were there.   He got argumentative with me and would not consider a possibility of his installer lying to him or trying to cover it up.   
   I did tell him to leave my property because he was getting a bit too loud wanting to back his truck up to the garage to show me that it was impossible.  His truck was not even the truck that was there that day and I told him  it would be pointless.   As you can see in the pictures that I sent there are no dents other than the dent in question that was not there before they were there. So I do not know where he is seeing any dents other than the one they cause to the right of the garage door.  
Sincerely,
[redacted]

Awful, awful, awful! Rather than visiting my home to inspect the existing flooring and compile an estimate, Howard H[redacted] insisted repeatedly that he didn't need to do so and could undertake the hardwood flooring project based on professional measurements and photos. Four weeks later his employees arrived (he still couldn't be bothered to appear) and determined that it was a bigger project than expected so increased the estimate five-fold before deciding they wouldn't do it at all. Infuriating and an incredibly inconvenient waste of four weeks.

Review: I purchased vinyl flooring from [redacted] for my Kitchen and Bathroom in my house and that is where the nightmare began. My local [redacted] uses Hale's Floor Covering as their sole vinyl floor installer and I was assured they were good at what they do. Scheduling the job was a process, [redacted] said the installer would call to set up a CONVENIENT time for the install. They did NOT. After about a week of no calls we decided to call Hale's and set up an install time. We have 2 dogs and a 1 year old child and wanted to have this install done while we were away for a camping trip as to not disrupt the 1 year old and 2 dogs too much. I was told by he owner Howard that he noticed in the pictures that the measuring company took that my floor flange for my toilet would probably need to be replaced because it looked like I had a 4 bolt toilet. I quickly told him that was not the case and he assured me that he was almost 100 percent sure it was a 4 bolt flange. This was my first hint that something was a little off with this guy. Well of course I was correct in that it was a normal 2 bolt toilet and did not need to replace the floor flange as Howard Hale was trying to get me to do. After finally getting him to agree to do the job at our CONVENIENCE and not his we scheduled the installs for the dates we were away. Howard was trying to get us to schedule it around his schedule needs not ours, like during the work week during work hours so I would have to leave work or take a day off to appease his scheduling needs. I told him we are the customers and you work around our schedules not the other way around. While camping I received a phone call on the day they were installing that they could not do the kitchen because part of the existing linoleum was ripped out. I was told by howard prior to I needed to fix some areas where there had been a floor register before they came and installed the floor. In order to do the repair I needed to tear out some of the floor which was only about a 1 x 4 ft area if that. I was also under the impression that I had paid for the old floor to be removed, that was not the case I was told and even if it was they told me on the phone they couldn't touch it because he was 120 percent sure that their was asbestos under it. He suggested going over the floor with the new stuff and carrying it over a couple inches over our hardwood. I quickly said no and told him if you put another piece of underlayment and flooring on top of the existing floor the kitchen floor would be almost an inch higher then the hardwood in the dining room. I told him to just leave the kitchen alone and I'll figure it out. The plan he had would of looked ridiculous and these are supposed to be professionals I am dealing with. About an hour later I received a call from my mother in law saying he was done with the bathroom floor and had put the kitchen materials in the garage but now the garage door will not close. I asked my dad to go over there because he lives close by and see if he can figure it out. I figured maybe the eye for the sensor needed to be alligned or something was blocking the eye. Wow was I wrong. When my dad called me back he said that it looked like someone hit my garage and bent the rail that the door rides on. I wasnt coming home for 2 more days and would deal with it when I got home. When I got home I did notice a dent to right of my garage door and a piece of the concrete block the rail was attached to cracked and broke off. Also, the door did not close properly and left a small gap on the right side. My mother in law entered the garage code and opened the garage for the installer and then left to run and errand. When he backed up to put the materials in the garage he hit the garage causing the damage. The bathroom they did also was very sloppy work. Caulking was blotchy and chunky in some spots and not even a continuous bead or smoothed over with a finger. He left glue on the floor in 3 or 4 spots and in one area by the tub just laid the floor over a gap without filling it so the vinyl just bent when you pushed it leaving a gap. Their were cuts that ran to long and overall just a poor poor sloppy job. But that was the least of my concern, the garage was now the big problem and I called Howard the owner to tell him about all this and called [redacted] was great, they sent a manager right out to take a look and he agreed it was a sloppy job and said he would get Howard to fix it and If I still wasn't happy we could do something else. When I spoke to Howard he was rude and kept cutting me off defending his installer who I forgot to mention smelled of alcohol, and said he couldn't come out til the following week. So we agreed on a set time of 4 pm and to which he did not show up until 422 pm. At 413 pm I called the office number and was told rudely that he was probably stuck in traffic. Do they not think a phone call was not needed to tell me he is running late. This company has not customer service skills or installation skills whatsoever. I showed Howard the sloppy bathroom and he said he would fix all of it. When I showed him the garage right away he started arguing and denying any responsibility for the damage. We argued for a few more minutes and then I told him to leave and he can battle it out with [redacted] or my Homeowners insurance company. I gave him the benefit of the doubt to try to make it right and fix all the mistakes and damages and he chose to leave me hanging. I would not let this company install newspaper at the bottom of a bird cage. They are sloppy, careless, rushed, unorganized, have no customer service skills, do not return emails or phone calls, not punctual, and wreckless to your property. I give them a huge F and hope [redacted] gets rid of them as an installer. [redacted] is doing everything they can to resolve this with me and have notified me they have filed a claim on my behalf with their 3rd party installer insurance company and someone will contact me in 24-48 hours. If your buying flooring at [redacted] especially vinyl make sure you ask who the installer is. If they say Hale's Floor Covering, RUN THE OTHER WAY!!!!!Desired Settlement: To pay for the damages to my garage

Business

Response:

Dear [redacted], I received a complaint letter from your office about a customer of ours, regarding flooring installation in his home. The installation was to be done in the kitchen and bathroom. Prior to scheduling the customer had several questions about the thickness of the new sub-floor in the kitchen and possible issues w/transitions to adjoining rooms. Originally, when we spoke to the customer’s wife about scheduling a date, she requested a Saturday. We offered to do the job sooner if we could do it during the week, just in case it took more than one day. But she said a Saturday would be better. So we scheduled it and they said they would have someone there because they would not be home. When we arrived on site, we called the customer to discuss the sub-floor height in the kitchen to the adjoining room. It was decided that we hold off with the kitchen area for now. We installed the bathroom floor and placed the materials for the Kitchen in the garage on the floor. When the customer arrived home from his trip, he called us with some concerns with the bathroom installation. I spoke to him an assured him that we would take care of any issues or concerns with the bathroom flooring install. He also said we hit his garage door when we put the materials in the garage. I thought the garage complaint was kind of odd, because we only unload material by hand. We scheduled a time to meet and discuss resolving any issues. When I arrived on site, we went directly into the bathroom. He pointed out the concerns and I told him we will take care of it right away. As far as the garage issues. It is a older garage with several dents and wear. The spot he said we backed into is about 12-15” off the ground. The bumper of truck that was on site measures 19” off the ground. I tried to reason with him but he asked me to leave and I would have to deal with his insurance company. Thank you, Howard H[redacted] Hales Floor Covering LLC ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The facts stated by Mr. Hale are simply inaccurate. First, he was trying to schedule our job sooner so he could fill in empty days he had in his schedule to make it more convenient for him. If the job was going to take two days why couldn't he start on a Saturday and finish on Monday. I never had a problem with that Secondly, we never discussed the thickness of the floor Until the moment they arrived and called me to discuss it. I was under the impression they were going to remove the old floor and install the new floor rather than going over three layers of existing flooring. They called to tell me they would not do the floor because of possible asbestos which I assured them there was not any because of test we had already had done earlier. I did tell them not to do the kitchen floor until we figured out what the best course of action would be which would mean us removing the old flooring and having them come back to install the new flooring.