Molyneaux Tile & Carpet

May 17, 2016RE: [redacted]With respect to the complaint filed by Mr. [redacted] please be advised that Molyneaux replaced the floor as a courtesy to Mr. [redacted]. The original laminate floor was installed by Molyneaux in November 2013. In the fall of 2015 the customer contacted us about...

swelling planks. Upon our inspection on 9-22-15 we noted the moisture readings as follows:Dining Room 38%Laundry area-38%Kitchen and living room 12%.Based on these high moisture readings in the laundry area and dining room there was clearly a moisture problem that was causing the planks to swell. This was not a warranted issue.It is often difficult to determine the cause of moisture, swelling, and gapping until the floor is pulled up and the underside of the planks can be examined. In addition, the substrate will often lead to a basis for why the floor gapped and swelled. The high moisture reading in the laundry and dining room were evidence of water damage.The customer would not accept the concept that high moisture in his home was causing the problem. He insisted that small spills had been cleaned up quickly and there had not been large amounts of water left on the floor. Our goal is to do the best we can for the Customer. We decided to authorize the replacement of the floor as a Customer Courtesy.When we lifted the laminate floor the planks showed evidence of water damage on the underside. Our Supervisor, Rick A[redacted], showed Mr. [redacted] the water damage from the washing machine after we lifted the floor. The water trail was dearly visible on the back of the planks as well as the substrate. This floor failed because of water damage which is in home related.We provided Mr, [redacted] with a replacement that would have cost him more than the original floor and we did not charge him the upgrade, in addition, it was the Customer's option to lift or not lift the asbestos floor. Our supervisor told Mr. [redacted] and his wife that we could install new carpet over top of the asbestos floor. Our supervisor also told him and his wife if they wanted to glue down a new Luxury Vinyl Floor in that area they would have to have the flooring abated. The Customer told our supervisor that they would have the floor abated so that we could install a glue down Luxury Vinyl Product.Molyneaux went above and beyond in replacing this floor damaged by water at no cost to the Customer, We will not reimburse for asbestos abatement.Respectfully Submitted,Maria M[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Review: For almost 50 years family members have been customers of Molyneaux in multiple locations. In late 2013 and again in 2014, my wife and I contracted with Molyneaux to do two different flooring jobs for us. By the late summer of 2015 a problem had arisen with the 2013 job. In September 2015 an inspector from Molyneaux came to our home and observed the problem of tiles that were separating and rising up to make for what we judged to be an uneven, unsightly and unsafe walking surface. He said that he would not have advised the product that the salesman had suggested. Over the course of the next seven months we experienced customer service that falls far short of the promises Molyneaux constantly makes on TV and other advertising media. In the end, they did replace the floor but with little initiative, long delays and an inexplicable conclusion. This process cost us additional finances and considerable upheaval in our home life.

Not once in the too long period of negotiating a fix to the problem did a Molyneaux employee initiate a call to keep the process moving along. For example, in January of 2016 we picked our replacement product and were told that it would be ordered and take about two weeks to arrive. Because we were leaving in a few days for a family vacation after this conversation, we cleared out almost every piece of furniture in three rooms so that when we returned we'd be ready for Molyneaux to do the work. After waiting for more than three weeks, I called only to learn that the product was on back order and that it would be a few more weeks before it arrived. In the end, we lived with a living room and guest room stacked with furniture from other rooms for almost seven weeks. We understand that delays happen and are at times unavoidable, but wouldn't a phone call keeping us abreast of what was and wasn't happening be part of standard customer service?

When the workers did arrive to begin the replacement work their first step was to pull up the flooring that the first Molyneaux crew had put down. In doing so, old linoleum tiles that the first crew had deemed to be an adequate base for the new flooring were dislodged. At that point the second crew stopped their work because they suspected that the mastic and tiles themselves most likely contained asbestos. Testing indicated that there was asbestos which was not a problem until it was disturbed by the second work crew. So my wife and I paid to have the tiles and mastic removed even though Molyneaux professions had initially determined this was unnecessary because they could do their work without disturbing them. We were told that our home environment was safe until the second Molyneaux crew had to undo the work of the first crew. We will return to this in the Resolution portion of this complaint.

As we stated above, the conclusion to the replacement of the flooring is inexplicable. At approximately noon on what seemed to be the last day of work I had to leave our home. I told the lead flooring expert that I'd probably be back before he was done but if I wasn't my wife was home and she could talk and look things over if they finished. When I returned home a couple of hours later, their work truck was gone. When I entered our home, I assumed they had left with plans to return. My wife had been upstairs the whole time and was unaware that they had left. I was sure that they would return as two of their work lights were still plugged in and turned on in the last area where I had seen them working. The workers did not return that afternoon and on further inspection other things were odd. A front door which we rarely use was only partially closed. At first I thought that my wife or I had left it open a few days earlier when we brought in a new dishwasher. That could not have been however as our alarm system, which we turn on every night, would have warned us that a door was ajar. This was a door that the workers had used each day they were at our home. Also, oddly, half a sandwich had been tossed aside in the yard. When the workers did not return call I called Josh, whom we had been working with at Molyneaux, thinking that maybe one of the workers had gotten sick and had to leave quickly. He informed me that he had spoken to the workers and they were indeed done with their work. We still have their work lights. Josh promised to talk with them again and get back to us, but again there has been no return call.

At the bottom of the contract that we initially signed with Molyneaux is the following statement: "PLEASE INSPECT THE WORK WHILE THE INSTALLERS ARE AT YOUR HOME. THEY WILL BE HAPPY TO CORRECT ANY CONDITION THAT DOES NOT CONFORM TO THIS CONTRACT OR THE SPECIFICATIONS BEFORE LEAVING." I specifically said to the installers that my wife was home and would look over the work. There were in fact minor issues that we would have liked to have had addressed but were unable to since the workers had left without telling us that they were done.Desired Settlement: We have finished to the best of our ability the work that we wish would have been done initially by the second crew. Because the whole process took so long and was so unsatisfactory we would not like to have Molyneaux workers on this project again.

We would feel a small measure of satisfaction if Molyneaux Tile and Carpet would refund us the $950.00 which we paid to have the asbestos removed after it was disturbed during the second installation.

Business

Response:

May 17, 2016RE: [redacted]With respect to the complaint filed by Mr. [redacted] please be advised that Molyneaux replaced the floor as a courtesy to Mr. [redacted]. The original laminate floor was installed by Molyneaux in November 2013. In the fall of 2015 the customer contacted us about swelling planks. Upon our inspection on 9-22-15 we noted the moisture readings as follows:Dining Room 38%Laundry area-38%Kitchen and living room 12%.Based on these high moisture readings in the laundry area and dining room there was clearly a moisture problem that was causing the planks to swell. This was not a warranted issue.It is often difficult to determine the cause of moisture, swelling, and gapping until the floor is pulled up and the underside of the planks can be examined. In addition, the substrate will often lead to a basis for why the floor gapped and swelled. The high moisture reading in the laundry and dining room were evidence of water damage.The customer would not accept the concept that high moisture in his home was causing the problem. He insisted that small spills had been cleaned up quickly and there had not been large amounts of water left on the floor. Our goal is to do the best we can for the Customer. We decided to authorize the replacement of the floor as a Customer Courtesy.When we lifted the laminate floor the planks showed evidence of water damage on the underside. Our Supervisor, Rick A[redacted], showed Mr. [redacted] the water damage from the washing machine after we lifted the floor. The water trail was dearly visible on the back of the planks as well as the substrate. This floor failed because of water damage which is in home related.We provided Mr, [redacted] with a replacement that would have cost him more than the original floor and we did not charge him the upgrade, in addition, it was the Customer's option to lift or not lift the asbestos floor. Our supervisor told Mr. [redacted] and his wife that we could install new carpet over top of the asbestos floor. Our supervisor also told him and his wife if they wanted to glue down a new Luxury Vinyl Floor in that area they would have to have the flooring abated. The Customer told our supervisor that they would have the floor abated so that we could install a glue down Luxury Vinyl Product.Molyneaux went above and beyond in replacing this floor damaged by water at no cost to the Customer, We will not reimburse for asbestos abatement.Respectfully Submitted,Maria M[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

We decided to replace our carpet through the entire house but wanted to split it up into two phases. I explained to the sales rep that we wanted a quality of carpet that could withstand high traffic so we ordered the level of carpeting that he recommended. We have had it for two years now and I have serious concerns that this carpet will not last anywhere near as long as our old carpet. It is already showing signs of being flattened, unlike the carpet that was replaced. I also asked the sales rep about the old padding and staples and he assured me that they use such high quality padding that we wouldn't even notice. Because the first phase of replacement involved replacing carpet with significant urine stains from our recently passed dog, I decided to lift the carpet and padding myself to clean the flooring underneath, I removed the staples in the process. During the second phase, the carpet and padding was lifted by the installers. They just scraped up the padding, leaving the staples and wads of stuck padding in place. Now, when we walk in bare feet, we can feel all of those bumps under the new carpet. One was so significant, I had concerns that it would interfere with opening a closet door. If I had to do this all over again, I would have used another company.

Review: Horrible, horrible experience.I contacted Molineaux on their website and I told them I wanted to have my kitchen done with ceramic tiles. They had a good offer, so I said, why not? I wanted a ceramic tile kitchen for a number of years now.Next thing I know one of their employees shows up at my house and brings ONLY vinyl tiles. It was after work like 6pm-ish. He lays them down on the kitchen floor. I didnt touch them, I didnt flip them over to see that they were the sticky kind. I was more preoccupied with the color. Ok, I chose a color, he writes the order, grand total 4100. I ask how long is going to take, he say a day and half since they have to come the next day to put grout. Was he aware that what he bought was vinyl or he didnt know the difference between ceramic and vinyl? Fast forward two weeks. I just had my kitchen done. I came home and I felt like fainting. Theres no grout lines. They are the cheap, sticky kind. I felt like crying. My son says: the dirty vinyl tiles we had before looked much better than this. He was right. I HATE my kitchen. I wanted ceramic, with grout and for 4100 I got the cheap sticky kind. If I wanted the vinyl tiles I would have done it myself, because this is the cheapest way of flooring possible. More than this, if I wanted vinyl I would have bought the sheet vinyl, so at least there are no lines and there wont be danger of corners peeling off.The salesman didnt bring ANY ceramic tiles with him. I have no idea: doesnt Molineaux have ceramic tiles? Or the salesman a middle age man - had no idea what the difference is between ceramic and vinyl? And why didnt I touch them?I feel like ripping off my kitchen floor. It is so ugly I cant look at it. Im going to go to Home depot and select myself ceramic tile and get it done the way I want it. I feel I was taken advantage of and the salesman made all the decisions for me instead of informing me how much it cost what I wanted vs ceramic. I would have NEVER ever chosen vinyl tiles. They are horrible. They cheated me.Desired Settlement: I am going to have the kicthen done by somebody else, be it [redacted] or by [redacted]. I am sorry I didn;t go to them because I had such a pleasant experience with them few years back. The owner of [redacted] would have never treated me like that. He actually came to my home and explained to me everything. He installed vinyl sheet flooring in a rental unit I have that floor is much better than what Molyneaux offered me now.I want my money back and nothing else to do with Molyneaux since I am going to have the kicthen redone ASAP by somebdy else, most likely [redacted].

Consumer

Response:

Dear Sirs,

Yes, I do have a copy of the contract. I have the salemsman business card also. On the contract it says just the tile code which is some letters and some numbers and the total price: $4100. There is no mention of the word vinyl. There is no mention of what material cost, how much is the labor etc, you know, like you get when you go to a car mechanic, for example and you see what they did to your car and how much the parts cost and things like these.

The resolution I want is for them to refund my money. All of it. As of today I paid 1100 as deposit and I am suppose to pay the rest in installment for the next 3 years, interest free. This is whay I chose them, because of this offer. I want them to refund my deposit and cancel my account with them. I want to have the kitchen done by somebody else but I can't afford to pay sombody else unless they refund my money.

Thank you.

Business

Response:

Mr. Molyneaux went to the consumers home to look at the floor. He agreed to replace it with ceramic tile. Customer will have to reselect a tile that is ceramic.

Thank you,

Review: I recently hired Molyneaux to install a hardwood floor in my living room and dining room. The sales representative, Dave R[redacted], came to my home to assess the existing flooring and to then give me a quote for the new flooring.

We discussed the direction in which I wanted the new hardwood planks to run and the fact that I wanted the new floor to reach and be flush with the front of the fireplace. In addition, while the salesman was in my home, I pulled up a small section of the existing carpet that was loose to show him what type of subflooring was underneath. Given everything mentioned, he informed me that all could be done without problems and gave no indication whatsoever that there could be any complications with laying the new floor. He never made any mention of the fact that I could possibly need new subflooring. We discussed the length of time needed to complete the job and he said the installers would move all of the furniture and the completion time would be two days.

The two-day turnaround was important because of the fact that my elderly mother, who also lives in the home, is a bit uneasy having any type of workers in the house when she is alone. The sales rep ensured me that the job would be done in two days and that the installers were not employees of Molyneaux, but instead contractors which they hire.

When the installers/contractors came to begin the job, they complained about moving the furniture and then proceeded to remove a very large section of the carpet (approximately a 3 ft. x 24 ft. section). It was only after this was removed and moved outside to the curb, that they informed me they could not lay the new hardwood floor on top the existing floor, then informing me that I would need to pay an additional sum of $1,700 to have a new subfloor installed. Second to this, they refused to lay the new floor to be flush with the fireplace, as was originally discussed. At this point, I had no options left, other than to let them continue with the new floor and try to come up with the additional money. With the large section of carpet now missing, I had no choice to cancel the installation and/or the contract. And after several minutes of arguing that the new floor be laid in the direction I had agreed upon with the sales rep and that it reach the edge of the fireplace, they finally agreed and did as I asked.

Lastly, the entire job took four and one half days, leaving my elderly mother no choice but to be restricted to the basement with our pet cats the entire time, as I had to return to work by day three. They had also unplugged our phone, forgetting to plug it back in, resulting in my mother missing an important call from her insurance agent.

My complaint is that I feel that I was taken advantage of, first by the sales representative for not taking the time to do a more thorough assessment of the existing conditions, and then also by the installers for removing such a large section of carpet, and leaving me no choice but to continue the process.

As professionals in the flooring business, I feel it is not only their job to make sure the customer is well aware of any potential problems that may arise during the course of the job, but to give the customer a choice when such problems occur. As professional contractors/installers, why not remove a small section of the existing floor and reassess the situation before tearing out the carpet and leaving a mess that cannot be corrected? I feel that the communication between the salesman and the contractors was lacking and I honestly feel that my salesman did not have my best interest in mind. He simply made the sale and left. The only time he contacted me was to inform me of the additional balance I now owe, due to his inaccuracy in assessing and quoting the job in the first place.

I have agreed to pay the additional sum of $1,700 for the subflooring installation in an effort to just get the job done so my mother and I could get back to living in a normal state again. However, I really do not feel that this additional charge is fair. As mentioned above, I was left with no choice to cancel the installation or to even try to obtain another contractor because they had already removed so much of the carpet. I am extremely disappointed in Molyneaux , a company based on their commercials and advertising that sounds like an upstanding and reliable business. Taking advantage of loyal customers is wrong. There is no excuse for what transpired during the course of this project. If the salesman is not qualified to assess the subflooring situation, perhaps the contractor should come out to do the initial assessment and relay that information to the salesman so a more accurate quote can be made.

I feel that I was basically “trapped” into continuing the project and would greatly appreciate Molyneaux removing the additional charge of $1700. I held up my end of the contract and paid what was originally agreed upon up front. This was not my mistake, nor was there any misunderstanding on my part. I was promised a complete hardwood floor installed in two days for the original sum of $9,800. Molyneaux needs to own their mistake, or that of their salesman and contractors and stand by the original quote to make this right.Desired Settlement: I sent them an email but have not received any resonse

Business

Response:

Per discussion with the Sales Rep, Dave R[redacted], he does not recall any discussion with regard to the direction of the plank at the time of the sale nor was it written on the contract. In addition, per Dave R[redacted], he indicated the installation could take 2-3 days. Floor covering is not an exact science and therefore pinpointing how long something will take is challenging. As a general rule, wood is installed perpendicular to its substrate. In this case, the customer asked us to not run it perpendicular. This required laying a layer of subfloor to allow for the requested direction. In addition, this added time to the job. We apologize if the customer felt she had no choice and was unhappy with how the situation was handled. It is our desire to rectify the situation by not charging the additional amount for the subfloor. We will void the additional amount invoiced for the change order.Thanks[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.