Matson Flooring

Customer contacted Matson Flooring to get a estimate on installing click wood flooring. We advised the customer that you need to see the job to give a estimate. She insisted she knew the square footage of the areas needed, and insisted on just receiving a quote over the phone. We
advised against this but she still insisted because she said she was in a rush to get it done so we gave a estimate of $3,500. After this we went in and saw the job and realized she forget to add a whole room that needed wood flooring when she gave us the square footage over the phone , so we had to add the square footage on to the estimate for installation but kept the quote the same, still not knowing it was a different product in which she told usAfter looking at her baseboards, they could not be removed in which we told customer she would have to put a show molding or quarter round up which brought the estimate it to $4,200. While we waited for the said flooring to come into *** where she had ordered it my employees went in to the house and tore up the old flooringWe asked her if she had a sample of what she bought and she stated she took samples back and we still didn't know what kind of flooring we were installing. After we did the tear out we gave the customer a option to pay for the tear out separate from the installation or all together, she choose to pay it all at the end. Then the flooring came in and we picked it up from *** and let her know that it was a nail down product not a click product in which she told us over the phone and in personWe delivered it to the customers house to let it acclimate to the temperature of the homeShe then asked us if we could put it in the next day, we advised her no we cant but if she wants us to we willwe knew the product needed to acclimate the customer wanted it installed asap. This type of flooring is a lot harder and more time consuming to put in. After the employee noticed this he contacted the owner who then contacted the customer. The owner explained to the customer that this type of flooring is more expensive to install. The owner understood that the customer was on a budget and gave them a break on the installation bring the new total to $4,700. When he spoke with the customer he gave them the option to go with another company if they wanted, but the customer was fine with the increase and wanted us to complete the job. The next day my employees went to the home and started to install, they completed everything but installing a transition which the customer was still waiting on to come in from ***. One week before completion matson flooring tried to contact her to let her know that the workers will be there to finish up at the end of the week and to give them a check for $and if everything was okShe never responded back we still sent workers out to finish job not knowing anything else At the time of completion the customer handed my employee a envelope with a check for $4,and a pre wrote letter stating that they our refusing to pay the extra $that was owed. If the customer was not happy with the final price of installation they should of not let me employees start that day. On top of her still owing Matson Flooring $500, she complained to *** and received a $refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10760893, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Everything that Mr. Matson says in his response is a fabrication. I did not contact him and ask him for an estimate on "click" flooring. I used the term engineered hardwood flooring. I never heard the term "click" hardwood flooring until he used it during our dispute. I did not know that there are several ways in which hard wood could be installed. I am not a flooring expert. He never ask me how the floor would be installed. He knew where I purchased the product and never ask them or ask me to ask them how the floor would be installed. I did not insist on an estimate on the phone, he freely gave the estimate much to my surprise, the rest of my estimates had been done in person. I did not measure the square footage, another flooring contractor did and he knew this. He came to my home on June 29th and only found the discrepancy in the measurement because I ask him to re check it. At this point his men had already pulled up my carpet. On June 29th, with him and his crew in my home, with the knowledge of the extra square footage,  with the carpet torn up, he again quoted me a price for the job of $3500. IN PERSON, not on the phone and I accepted this bid.Mr. Matson picked up my flooring the day that they planned on installing it, not on my direction but theirs. The flooring had come in earlier but they did not have time until July 6. My husband and I consulted a professional contractor [redacted]) about this practice and was told that the floor would be ruined if installed without acclimation. I called the company who was providing the product ([redacted]) and was told the same thing. My husband had to leave his office and race to our home to stop Matson flooring from installing the wood without letting it acclimate. At this time we were told again, by Mr. Matson, that it wouldn't matter if the floor acclimated sending up red flags that perhaps this was not the best choice of companies. (we have both professionals that can verify these conversations)We did try to find someone to complete this work for us but was not able to find anyone available until October. We never agreed to $4700 and actually never agreed to $4200. we paid $4200 because we felt this business owner was lacking in experience and underbid this job which was through no fault of ours.His installer repeatedly told us that Matson flooring was not a hard wood flooring expert and in fact had limited knowledge of hardwood installation. We repeated these claims to the supplier ([redacted]) who are the ones who referred  us to Matson flooring. Prosouce refunded us money because they deeply regretted recommending a contractor who was unscrupulous. The floor was supposed to be completed on July 9th and his workers were still at my home on July 24th AND never completed the job. Matson flooring made no attempt to contact us in regards to finishing this job once they got their check. We have hired an honest reputable contractor to fix the problems and finish the work who is also willing to speak on this matter. I have Mr. Matson's written quote dated July 6th a full 7 days AFTER he was at my home and saw the job. I have a cancelled check that he was paid in full. I have pictures of his unfinished work that I currently have to pay someone to finish. I consider this matter closed and I have taken additional steps to make sure that this company is on lists of contractors not to hire in places like my church which has thousands of members and my neighborhood bulletin.  I made this complaint to the Revdex.com because I don't want another consumer to go through the horrible experience we did. I thought the Revdex.com would not want to endorse a deceitful, dishonest, manipulating company such as this.
Regards,
Cathy Kessinger

We hired Matson flooring. Company was great during installation, even went out on a Sunday to pick up our wood. We changed our mind a few times and they were more than flexible.
About 6 months after installation we noticed gapping in our floor. Matson flooring visited, assessed and said that it is faulty wood and there is nothing they can do to help us. Manufacture of the wood attributes it to installation error.
We are not sure who's fault it is but neither the manufacture or the installer will help us or do anything to fix it.

Review: Matson flooring quoted a price for my job over the phone. I accepted the price. After ripping out the old flooring and seeing the job in person, the price did not change. After work began and I had no recourse but to continue with this company, they changed the price and increased it by $700. When discussed, they blamed me for them not knowing how the floor was to be installed. I attempted to get someone else to finish the job but was unable to find someone in such a short time frame so I was stuck with them which they knew. The job proceeded and then they increased the price again by $500 which I told him was unacceptable. I paid for the job in full ( I have the detailed invoice from them listing everything they were to complete and my cancelled check) because he had said he needed to pay his guys. I ask the installer if he would be back to finish and he said "he would never leave a job incomplete" Of course this was a mistake on my part because they never returned to finish the job. I now have to hire someone to complete the job (I have pictures of the unfinished work)Desired Settlement: I am filing this complaint because this business owner, multiple times, stated that he had the highest rating with the Revdex.com and I thought you should know that he is a deceiving and untruthful business owner who does not fulfill his obligations.

Business

Response:

Customer contacted Matson Flooring to get a estimate on installing click wood flooring. We advised the customer that you need to see the job to give a estimate. She insisted she knew the square footage of the areas needed, and insisted on just receiving a quote over the phone. We advised against this but she still insisted because she said she was in a rush to get it done so we gave a estimate of $3,500. After this we went in and saw the job and realized she forget to add a whole room that needed wood flooring when she gave us the square footage over the phone , so we had to add the square footage on to the estimate for installation but kept the quote the same, still not knowing it was a different product in which she told us. After looking at her baseboards, they could not be removed in which we told customer she would have to put a show molding or quarter round up which brought the estimate it to $4,200. While we waited for the said flooring to come into [redacted] where she had ordered it my employees went in to the house and tore up the old flooring. We asked her if she had a sample of what she bought and she stated she took samples back and we still didn't know what kind of flooring we were installing. After we did the tear out we gave the customer a option to pay for the tear out separate from the installation or all together, she choose to pay it all at the end. Then the flooring came in and we picked it up from [redacted] and let her know that it was a nail down product not a click product in which she told us over the phone and in person. We delivered it to the customers house to let it acclimate to the temperature of the home. She then asked us if we could put it in the next day, we advised her no we cant but if she wants us to we will. we knew the product needed to acclimate the customer wanted it installed asap. This type of flooring is a lot harder and more time consuming to put in. After the employee noticed this he contacted the owner who then contacted the customer. The owner explained to the customer that this type of flooring is more expensive to install. The owner understood that the customer was on a budget and gave them a break on the installation bring the new total to $4,700. When he spoke with the customer he gave them the option to go with another company if they wanted, but the customer was fine with the increase and wanted us to complete the job. The next day my employees went to the home and started to install, they completed everything but installing a transition which the customer was still waiting on to come in from [redacted]. One week before completion matson flooring tried to contact her to let her know that the workers will be there to finish up at the end of the week and to give them a check for $4700.00 and if everything was ok. She never responded back we still sent workers out to finish job not knowing anything else. At the time of completion the customer handed my employee a envelope with a check for $4,200 and a pre wrote letter stating that they our refusing to pay the extra $500 that was owed. If the customer was not happy with the final price of installation they should of not let me employees start that day. On top of her still owing Matson Flooring $500, she complained to [redacted] and received a $500 refund.

Consumer

Response: