Raeford Floor & Wallcovering, Inc.

Issues with installed flooring. Refusal to return calls or keep set appointments for repair. We had laminate flooring installed in September 2014. There was a one year guarantee on the product and installation. We were told for any issues to contact Floors to Go where we purchased the flooring and they would send someone to make neededrepairs. Part of the floor has started to delaminate in the living room and a threshold has become loose and has started to come up. We made four different attempts over the course of several days to contact the store. On the fourth attempt my husband was able to speak with the sales person who sold us our flooring. She said she would both follow up with an email (which was never received) and a follow up call to schedule an appointme to. It took several more days passing before she finally called my husband back and was able to schedule a time for someone to come out to the house on March 2nd at 1:00pm. Someone was home all day, but no one ever showed up for the appointment nor did anyone call to cancel. Desired SettlementReplace areas of the floor with issues at no charge, in a timely manner, during normal business hours. Business Response At Floors to Go we strive for quality customer service.We do apologize that this customer had a difficult experience with our company. The installer completed this job on 03/03/2015. The customer was satisfied with the work that was done.We have discussed this complaint with all employees so that other issues like this will be avoided.

Floors To Go Raeford has failed to install my hardwood stairs in a timely manner, provide quality work and failure to keep appointments. [redacted] had an appointment for a quote for hardwood to be installed on stairs, received a phone call that contractor would be a few mins late due to having to clean up at the office, he showed up an hour late. Once estimate was complete and entire area requested to be upgraded to hardwood as for estimate turn around time he informed me that within the day or two. One week later I had to go to the office and inquire on my estimate. Front desk clerks mentioned they were behind and failed to inform me of this; within the next 15 mins recevied a phone call that my estimate was approx 3000.00 told them that was to high and that I'd think on it. They called back stating there was an error made that my estimate was down to approx 1200.00 told them I'd be by for floor samples to match to existing floors in home. Within the next day I picked my floors and set an install date. Originally 15 May but they called and rescheduled for 18 May. 18 May contractor was suppose to be here between 0900-0930, received a call that at 0932 that he was at [redacted] because he didn't have saw blades that he was on his way shortly. 1000 am still had not arrived so I called office and informed tham that once again they couldn't be on time. 18 May once the floors were finished contractors left I went up stairs to check on work and that is when I saw the floors scratched up. Tried to call office but they were closed. Sent them pictures the next day and informed them that this was unsatisfactory work and that I wasn't paying for used wood. Clerk informed me that she would work on her personal time to resand, stain and clear coat my floors. Not to mention they ran out of wood and had to use two different types of wood on my floors that did't color match. This was suppose to be a 3 day job working from 1200 until complete because of my work schedule. It is now a week later and floors not complete. They damaged the last step and were going to restain a new one and install on Tue 26 May at 0900, owner calls to tell me they messed up my step and were going to have to order a new step and was unsure of when it would arrive for them to restain. She asked when my next day off was I informed her I didn't have anymore and that I would be leaving the state on vacation and that she had 1 week to get it ordered and installed. She said she'd make calls and get back to me, she never called back. I had to stop at the office and they informed me the step was not ready and if I would be available on 28 May to install, agreed to a 1300 time it is now 1350 and they have not shown up nor bothered to call me. I've called the office several times with no answer. Enough is enough with the piss poor service and lack of responsibility on the owner to ensure there is enough product and that her personnel are on time. There is still a balance of approx 1000.00 and she has not bothered to credit me or provide an addtional discount. Desired SettlementRequest that the remaining balance be written off or at a bare minimum reduced by 75% Business Response Contact Name and Title: [redacted], OwnerContact Phone:[redacted]Contact Email: [redacted]Floors To Go has installed the stair treads and landing at this customers house. As the owner of Floors To Go, I agree that we were late on the day of the estimate. When customers call in, they are given an attentive time of arrival for estimates. Other estimates may take longer or we may be busy in the office and it may take longer to get to our appointments. Ms. [redacted] has been called every time to be informed when we were not there on time. One of the stair treads was miss cut and that tread has been reordered. It has also been scheduled to be installed on Monday June 1st at 3:00 p.m. based on her schedule. We have tried to install this on Friday, but her schedule did not permit us to complete the job. Every complaint has been addressed by the owner and the sales staff. Mistakes happen and we are not perfect, but we are correcting our mistakes. There will be NO MORE discounts as the customer has already received two. The balance on this account will not be changed and will be due upon completion on Monday.Consumer Response It is now Monday 1 Jun and the last tread has been installed but again the stain is no even on the tread. I have spoken with [redacted] and she is supposed to come to my home and repair it. As for the balance, I can pay for the stairs ten times over; the principle is the [redacted] poor service that was received. I thought I was purchasing "new" floors for my home but instead feel as if I went to the discount center and was over charged for cheap looking floors. The wood is mismatched the stain took different on each piece so there isn't consistency in my stairwell. Bottom line I am ready to be finished doing business with Floors To Go of Raeford and WILL NOT recommend anyone use them for flooring needs.Final Business Response On Monday, June 01, the misscut tread was replaced at customers home. At that time, she stated she did not like the color of another tread, which we also replaced on Tuesday, June 02. Painter was also sent on Tuesday to touch up any areas that may have needed attention. Every issue that has been brought to Floors To Go has been addressed and corrected. When applying stain to a natural wood product, it is impossible to maintain a constant color. Porosity of wood can vary greatly, even within the same piece of wood. End grain and bias-cut grain are far more absorbent, thus will accept more pigment and will darken considerably in those areas. The hard ring may absorb differently from the soft ring. This is all normal characteristics of real hardwood. I apologize that Ms. [redacted] was unhappy with her customer service. Floors To Go thrives really hard to provide each and every customer not only a professional installation but professional service. We also stand behind our work and correct any issues that may happen during or after installation. We will continue to work hard to improve in all areas and greatly appreciate each and every customer for their business.