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Shasta Lake Floors

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Reviews Shasta Lake Floors

Shasta Lake Floors Reviews (1)

Review: Shasta Lake Floors installed a laminate wood floor which differed from the sample. They did nothing to try to fix the issue. Job was not finished. They did not caulk the base boards upstairs and the carpeting on the stairs has staples popping out. We were overcharged for the labor. We were told the stairs would take 7 hours and it only took 1 1/2 hours to complete. We asked for a itemized break down of costs and after 2 weeks were given an unsatisfactory receipt instead.Desired Settlement: Labor costs were not accurate and we are now stuck with a product which doesn't match what we thought we were getting. We will hire another flooring business to fix the stairs and finish the job. We are asking for a $2,400 partial refund.

Business

Response:

Business' Initial Response

On approximately June 11 Mrs. [redacted] selected a laminate for her home. We talked about product, the process of installation and warranties. Because she had somewhere to be she could not sign the contract right then. She took home the sample to show her husband. On June 13, Mrs. [redacted] signed the contract. We discussed the direction of the laminate and so forth. She asked if she could just let the guys in and leave. I confirmed her choice of product and explained to her once we ordered product it belonged to her, doubly so if we installed it. She had already had the sample a couple of days and I encouraged her to take back home again to match paint or fabrics.

I rushed the material from the manufacturer for Mrs. [redacted] because she wanted to get the flooring installed before she moved in. Once the material came in we scheduled the job. On Thursday the 20th Mrs. [redacted] let the guys in to do the job and left. On Friday morning we got the call from Mrs. [redacted] that her and her husband did not like the floor. I explained to her that unfortunately the floor belonged to her at this point, like I explained to her before she bought it. It is not an easy thing to say to a customer; especially to Mr. and Mrs. [redacted] trying to get moved into their new home. On Friday morning when Mr. [redacted] got to the house Friday morning he asked the installers to leave. I spoke with Mr. [redacted] on Friday and he told me that his wife had done a terrible job picking out the floor and he wanted us to replace it. I explained to Mr. [redacted] as a small family business we cannot just absorb that kind of loss just because he did not like the floor his Mrs. [redacted] chose. Mr. [redacted] then told me the sample did not match the floor at all and he wanted it replaced. I left for the job immediately. First upon arriving at the job I noticed how awesome the job looked .Next I examined the sample and looked for gloss or color difference and found none. I placed the sample on the floor and it disappeared, it was an exact match. Which I expected because laminate is like a photograph and there is typically no dye lot or shading issues. I have pictures of the sample laying on the installed flooring and it is an exact match.

When I spoke with Mr. [redacted] later that afternoon I told him the sample matched perfectly. He said the manufacturer did a poor job representing the floor. I told him the only thing I could do was file a claim with the manufacturer on his behalf. He said that was unacceptable and that he would use his position in the broadcasting business to get on the radio and tell everyone how we bait and switched him on his samples. I asked that he not do that because it was untrue and Mr. [redacted] said he would do what he needed to do. I asked him to please let us finish the job that was already ninety percent complete so that we could file a claim with the manufacturer. Manufacturers usually will not consider claims on partially installed material. Our conversation ended at that point. Saturday I got the call that the installer was to go out and finish the job. I was instructed by the owner to file a claim with the manufacturer.

The job was completed Saturday. We did not hear from Mr. or Mrs. [redacted] that any part of the job was incomplete or unsatisfactory. If so we would have immediately remedied the situation. We have no interest in Mr. and Mrs. [redacted] keeping a floor they do not want. If the manufacturer denies the claim I hope that Shasta Lake Floors can come to a remedy for this situation. As for the refund the Mr. [redacted] is requesting we do not perform any labor by the hour so I do not how he came up with this amount. Like everyone else we are recovering from the recent economy and can not absorb the types of compensation Mr. [redacted] is demanding. I sincerely hope we can come to an agreement on this matter.

Written by [redacted] (Salesman for The [redacted]')

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

This is the first I have heard from [redacted]. He seems to have a false opinion based on what his sales crew is telling him. Never once has [redacted] ever talked to me. I will print this out for future use. I have tried to contact you, [redacted], many times... with no return call. Shasta Lake Floors has avoided many phone calls by my wife and myself. I have immaculate records to prove this. I never once said "my wife picked a (expletive) laminate. This is a lie. We both chose it. At least we chose the laminate on the back picture which showed what it would look like in the home. I have pictures of the sample which had a different laminate on the back as an example! Are you saying that it didn't? If so, why did the installer steal it back from my home after I showed him the difference? I talked to [redacted] the day of the install... he refused to return my calls after I complained. I have recorded our conversations from this time because I knew something like this would happen. I have him clearly stating "Let us finish the install and I will contact Mannington for you to get this taken care of" I talked to him once after, about a month later, when I needed an itemized receipt. After 6 phone messages left at Shasta Lake Floors he finally returned my call. I have him recorded again saying "Sorry I haven't gotten back to you I have been having back problems and I finally got in to see the doctor". He didn't want to send the reciept in an email he wanted to just tell me over the phone... I couldn't believe it! He finally sent me a "reciept" which once again... I couldn't believe. Do you not offer itemized reciepts to your clients? You are the only business I have ever dealt with that doesn't. I believe every client deserves to know what they are paying for. How much per square foot, Hours it took to install, product cost to me... things like that. You do not provide any of that. [redacted] does tell me how much each unit I purchase cost me. You just gave a final cost. The definition of slander is: the action or crime of making a false spoken statement damaging to a person's reputation. I have not engaged in this. I have records to prove my claims. I don't expect you to absorb the cost of this entire job. I came to Shasta Lake Floors because it was a local business which I like to support. I have never reported anyone to the Revdex.com nor have I ever taken a business to small claims court. This is all a first for me. But I am willing to do so in this matter. I have never felt more victimized than I did after this ordeal. All we are asking for you to what is right and refund some of our money. I would expect you to do the same for any other client that has a similar experience.

Business' Final Response

This job was sold at 10.5% below industry standards. Mr. [redacted] claims [redacted] did not contact him after the first day of installation yet also claims he talked to [redacted] during each phase of trying to get a reimbursement after and during installation.

He was unhappy with Mrs. [redacted]' decision and used profanity while expressing his frustration with her choice. His words were "she did a sy job picking the flooring out" [redacted] heard this conversation. The patterns on Mannington laminates are presented with a picture. The picture is replicated 7-15 times and then adhered to the core backing. There is no dye lot to laminate floors. There for it is impossible for there to be a dye lot difference.

It is impossible to do a staircase such as the [redacted]' have (which is a full flight of stairs with post and pickets on one side) in 1 1/2 hours. The estimate of 7 hours is correct. Of course installer experience is a factor also.

In regards to giving Mr. [redacted] a breakdown of what things cost. There is no hourly breakdown. The installer is paid piece work as all license installers are. Please see attachment of breakdown that was sent to Mr. [redacted] when he requested it. Normally we do not give a total breakdown of our cost. These things are proprietary. (Does [redacted] tell you what they pay for toothpaste?) However in the [redacted]' case because they seemed so upset we did.

At Shasta Lake Floors our policy is to provide exceptional service. Our induction into the Redding Hall of Fame for superior customer service and receiving "The Best of the North State" award 5 years running is testament of our customer service. Shasta Lake Floors has done everything possible that the [redacted]' would let us do to make them a satisfied customer.

It is obvious to us a lack of communication between the [redacted]' has resulted in Mr. [redacted] being dissatisfied with the look of his floor. Perhaps if Mr. [redacted] has been more involved with the selection Mrs. [redacted] made there would have been a different selection. Our inspections and pictures show a floor properly installed and beautiful. As the pictures show the sample is an exact match to the flooring they purchased.

I'm sorry Mr. [redacted] did not get the colors he had hoped for. Making wrong color or style selection is not a warrant-able item. There for any changes would be at the [redacted]' expenses. We would work with them and do any changes they would like at our cost.

Sincerely,

Owner

(Emailed attachements to [redacted]@necal.Revdex.com.org

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Description: Floor Coverings & Installation

Address: 4052 Shasta Dam Blvd, Shasta Lake, California, United States, 96019

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