Steel City Flooring

Review: On 1/14/2016 I purchased flooring with installation at Steel City Flooring of [redacted] Pa. During the in-home work on 8 and 9 February 2016, various problems were encountered including poor installation of the tile, improper re-installation of cabinets, moldings, and appliances, and damage to my home (a hole was punched in a wall, a door was damaged, and carpet soiled.)

On 9 February 2016, I notified Steel City of these issues and they inspected the issues and agreed to correct them. Unfortunately since that time I have had 8 emails and about 9 phone calls promising resolution with no satisfaction or additional work by Steel City to correct any of these deficiencies. Although I have attempted to remain patient, I believe I am getting a run around by Steel City.

In order to ensure safety in my home I contracted to fix some deficiencies to ensure cabinets would not fall and injure someone. In addition, I corrected the hole in the wall and some painting issues to correct the unsightly issues in my home.

After over 6 weeks of attempting to resolve this issue, I must now seek external assistance. I will be contracting an additional flooring expert to correct these items. I believe my payment to Steel City constitutes fraud since they did not provide the goods and services per the contract and have been avoiding me and providing incomplete or false answers.Desired Settlement: I would like the job to be completed within the next week. It has been six plus weeks and there has been no contact for over three weeks emails are ignored and phone calls are hang ups.

If they are unwilling or unable to omelet the work, I will accept a full refund.

Business

Response:

________________________________________________________________________________...⇄ This letter is in response to Complaint ID# [redacted] with regards to customer Mr. [redacted] Mr. [redacted] ordered vinyl tile for his kitchen and entry on January 13, 2016. . The order total was $ 3200.00. On February 8th and 9th, we installed the vinyl flooring in the fore-mentioned areas. The installer asked the customer to perform a walk through when the job was completed. The job was reviewed and the customer signed off on our completion form that indicates that everything was done to their satisfaction. On February 11th, Mr. [redacted] called and said that he was not happy with the quarter round that was installed, he had a small crack in his grout and that he was not happy with a Wood molding that connected to his vinyl tile. We did not install any wood in Mr. [redacted]’s home and the molding that he wanted changed was not installed by our company. In an effort to satisfy Mr. [redacted], we agreed to order him in new quarter round, grout and a new molding to fix his issues and they were installed on 3/31/16. The other issues that were included in his complaint were never mentioned to us. In fact, we never moved any cabinets in his home or were in rooms that contained carpet. Mr. [redacted] claims that he called us 9 times or more and that he was hung up on. That is simply not true as we log every phone call in our computer system (which was 3 total) and I can assure you that not one person that works for our company would ever hang up on a customer. We take customer service very seriously and we want happy customers. In fact, the last phone call we had from him prior to his complaint, he told us that he was not ready to have his service done and that he would call us back when he was ready. When we informed him on 3/28/16 of his last comments to us, he replied: “ That is correct and I forgot.” Since the repair that we performed on 3/31/16, Mr. [redacted] has contacted us again stating that he would like a different wood molding. Keep in mind this is a molding that we did provide as we never installed any hardwood for Mr. [redacted]. But in an attempt to make Mr. [redacted] happy, we have ordered in two additional moldings and are set to install the final wood molding on 4/13/16. Mr. [redacted]’s job is completed with the exception of the last molding that we are providing to him and installing free of charge. The two minor issues that he brought to our attention that were actually part of his job were immediately addressed and were resolved when Mr. [redacted] made himself available for the repair to be competed. Please feel free to contact me if you have any additional questions or if you need any additional information. Best Regards, Jason M[redacted] President & CEO, Steel City Flooring ###-###-#### [redacted]

Review: I lost approximately $300.00 for having to take time off work so that Steel City Flooring could install ceramic tile and they never showed up. They attempted to reschedule for a sat and sun however that still does not compensate for the lost time/money I lost for a service they promised and I never received. In addition when I specifically requested the lead sales manager to call me to address the situation....he never did.Desired Settlement: I would like others to know of the substandard service Steel City Provided.

Business

Response:

This letter is in response to Complaint ID# [redacted] with regards to customer [redacted].

The customer purchased carpet and tile from our company in early June. We installed the carpet that the customer selected in a bedroom and in the basement of his home. The customer was satisfied and there were no issues with regards to the carpet portion of his order.

We originally had his tile installation of his kitchen and entry scheduled for July 8th, but the installer that was scheduled to perform his install ran into Issues on a prior job in which he would not be able to get to the tile job. Although this occurrence is very rare, it does happen where an Installer will run into unforeseen issues on a job and has to delay his next job that is scheduled. When notified that we could not install his tile on July 8th, the customer requested a weekend installation and agreed to have his installation on July 20* and 21st. We normally do not install any flooring over the weekends but arranged for this to happen to accommodate the customer as a way to make up for the need to delay his first installation. Upon arriving at the customer's home, the installer ran into 2 issues that would prevent the installation of the customer's tile floor. When lifting the existing tile that needed to be removed prior to the new tile installation, it became clear that the tile was not installed correctly by whoever originally did the installation resulting in a height difference that would prevent the installation of new tile which was explained in detail to the customer. In addition, the customer has an electrical stove in the kitchen that cannot be moved and that is illegally and dangerously hotwired to an electrical source with no outlet

We had Steel City Flooring install a high-end laminate flooring on our 1st floor in 2014. We completed a contract with them (putting 1/2 the total amount due for the job as a deposit which was $9,000.) on March 6, 2014. At that time, the sales woman told us the product was in stock and would be installed by the end of March 2014.

After our deposit check was cashed, we were informed the flooring was not in stock and would take 4-6 weeks to come in. Knowing they had $9,000, we agreed that would be okay. Long story short, our flooring did not come in until 1st week in July (almost 13 weeks). That was annoying enough...but installation was a nightmare. They did not order enough materials for the job and had to come back 3 different times to continue installation. We decided we would deduct 10% for the time and stress this caused our family. The company did sue us for the 10% and we ended up having to pay the full amount because the judge stated the contract never gave an end date of the job. Lesson learned.

A year later, our floor has pulled apart in a few different areas. This company did such a bad job that we will not even call them to fix the existing issues. I would never again use this company for any future jobs. They were happy enough to take our money, but they are not a reputable company. Find another flooring company and make sure you put install dates in your contract!

Review: I ordered carpet and tile from [redacted] at Steel City Flooring (West Mifflin) store on June 29th, 2014. I was told the carpet would be installed within 2-3 weeks and that it would take one day to complete. On July 15th, I called the office and was told that there was no job scheduled for my address. On July 16th, I left multiple voice messages for [redacted] via phone and email, but received no call back. After many attempts, [redacted] answered my call to Steel City Flooring and told me there was a mix up and that [redacted] would call me back to schedule installation. Another week passed and I received no call. I contacted the Beaver office, and [redacted] returned my call to schedule installation on Wednesday 7/30/2014. I was informed that it was a two day job and would receive a call back on Thursday to schedule the second day for installation completion. I received no phone call and called [redacted] on Saturday 8/2/2014. I asked to speak to a supervisor to voice the issues of service and our sales agreement and [redacted] advised me that he was the manager; that he could help me. After I discussed all my concerns including the time frame of the job completion being too long, that there is a severe lack of communication from [redacted], and that he should return customer calls, he stated "Are you going to hold me hostage" and repeated, "Are you going to hang up or continue to hold me hostage." I contacted [redacted] at the Cranberry office and received a return call from [redacted] (manager) stating that he would speak with [redacted] about returning calls and making the "hostage" comment.Desired Settlement: I would like a partial refund to cover the extension of my storage due to breach of contract installation terms. In addition, I would like a refund to cover an additional installation day of time based on breach of verbal contract statement that it would take one day to install. I also would like a formal apology from [redacted] the store manager at West Mifflin location and request that he receive a formal reprimand for his actions.

Business

Response:

This letter is in response to Revdex.com Complaint #[redacted], customer [redacted]. On June 30th, Ms. [redacted] ordered vinyl and carpet from our company. Our salesperson informed her that materials take 2-3 weeks to come in and that our installation manager would call her when the materials arrived to schedule her an installation date. She was also informed to allow a week’s time to set up the installation and was given a pre-installation guide (SEE ATTACHED, ITEMS 6 & 7) which also clearly explains the time allotment needed for materials to arrive and that someone would call her to set up her installation when they did arrive.

We received over 10 phone calls and at least 5 e-mails from her insisting that we expedite her order starting 7 days after she placed her order. She spoke with the salesperson that sold her the floor, the store manager, the operations manager, the installation manager and the owner of the company. She was told the same thing by everyone at the company. It takes 2-3 weeks for the materials to come in and another week to set up the install. After a longwinded conversation of 45 minutes and having a store full of customers, the salesperson did tell her that he felt like he was being held hostage because he was trying to be nice and listen to her problem but had already told her the same thing that everyone else had told her and what she had been told numerous times before and did not want to hang up on her. We apologize if she viewed that comment as being negative. Lastly, both of her floors were installed on July 30th which is 4 weeks after she ordered her floor. If you calculate the 3 weeks for her materials to arrive and 1 week to schedule her install, that is right in line with what we tell all of our customers and we do not feel that we have done anything wrong. Her materials were ordered and installed within a normal time frame and we answered all of her phone calls and e-mails providing her updates throughout the process. I understand that she was eager to have her floor installed and wanted it done quickly, but it does take 2-3 weeks to come in and we informed her of that from day one.

Best Regards,

Steel City Flooring (President & CEO)

Review: I ordered carpeting for my home on June 24 and Steel City installed the carpet on July 14 but since the sales man did not measure correctly, they ran out of carpet and 6 stairs going to the second floor are not carpeted, but just have padding on the steps. I have contacted them numerous times and was told that the carpet was being delivered the week of August 3, to date I have contacted them again and again (they never answer my calls, I have to leave a message on their answering machine) , but the carpet still has not been installed and now the padding on the stairs is coming apart. I am very displeased with the customer service they have provided and they have not made any attempt to get the rest of the carpet installed - it is very unsightly and now dangerous as the padding is coming apart.Desired Settlement: I want the remainder of the carpeting of the same dye lot installed to complete the job. This is a safety hazard on my stairs.

Business

Response:

Dear Ms. [redacted] This letter is in response to Complaint ID# [redacted] with regards to customer [redacted]. Ms. [redacted] ordered hardwood from our company in the amount of $ 4192.00 and the hardwood was installed in her home on July 14, 2015. Ms. [redacted] had no complains with regards to this part of her order. Ms. [redacted] also ordered carpet from our company and we installed the carpet in her home on July 13, 2015. During the installation process, our installer found out that the carpet that was ordered for her steps was sent to us short by the manufacturer. I personally double checked her order and it was both measured correctly by her salesperson, Scot and it was ordered correctly by our ordering department. Although it is a rare occurrence, the carpet manufacturer’s do occasionally send out materials that are short. Unfortunately, this is what happed to the carpet piece that was ordered for Ms. [redacted]’s steps. We informed Ms. [redacted] that we had to order additional carpet for her steps and that it would take approximately 2 weeks to get the additional carpet in. On July 27th, Ms. [redacted] called us to check on the status of her carpet. We checked the status of her order and the carpet manufacturer informed us that they had to transfer Ms. [redacted]’s carpet from their warehouse in [redacted] and that it was going to take an additional 10 days to get the carpet to us. We immediately called Ms. [redacted] and informed her that the carpet was going to take an additional 10 days because they had to transfer it from their [redacted] warehouse. Ms. [redacted] was not happy and we apologized to her for the inconvenience, but unfortunately we do not make the carpet and we are at the mercy of the manufacturer as to the time that it takes for them to ship us the product, which is ultimately dependent on what warehouse that they have it stored at. Despite telling Ms. [redacted] when we expected the product to come in, she continued to call us daily to check on her carpet. On August 10th, we informed Ms. [redacted] that her carpet was on a local delivery truck and that we would have it any day and install it right away for her. On August 11th, we received her carpet and we installed it on August 13th. Ms. [redacted] also signed our installation satisfaction form on August 13th which indicates that she was satisfied with her final installation. We appreciate Ms. [redacted]’s business and we apologized to her for the delay that it took for her carpet to come in, but unfortunately as previously mentioned, we are at the mercy of the manufacturer as to when we receive the product. We did our best to accommodate Ms. [redacted], but unfortunately, the fact that she wanted her carpet completed immediately and persistently called us to check on her carpet had no bearing on how quickly we would receive her carpet from the manufacturer. We followed up with the manufacturer on a consistent basis and asked them to process her order as quickly as possible, but the transfer of the product from [redacted] delayed the process. Our goal is always to make our customers happy and I hope even though Ms. [redacted] had to wait a bit longer than she wanted for her project to be completed, that she is very happy with her final selections and installation. Best Regards, Jason M[redacted] President & CEO, Steel City Flooring ###-###-#### [redacted]

Consumer

Response:

Review: We purchased carpet on 11-6-13 and it started not wearing well. We contacted our salesman Scot S[redacted] in November 2014 and January 6, 2015. He said he would contact someone to come look at it. Never heard anything. We then contacted the store at ###-###-#### and spoke to Kevin on 7-14-15 and 7-28-15. He said he would contact the owner and get back to us within 2 weeks. Again NO contact with us. We are not pleased with the wear of the carpet and this carpet carried a warranty.Desired Settlement: WE feel they need to come and see the condition of this carpet and how it is wearing. All they do is ignore us and blow us off.

Business

Response:

09/25/2015 Dear Ms. [redacted]: This letter is in response to Complaint ID# [redacted] with regards to customer Mr. [redacted]. Mr. [redacted] ordered carpet from our company and it was installed December 11, 2013. The order total was $ 1735.00. Mr. [redacted] stated in his complaint that he first called our company to complain about the wear of his carpet in November 2014. Our company logs all complaints in our computer system and we have no record of any such complaint. The first logged complaint that we have on file was on July 14th, 2015. In addition, it is odd that Mr. [redacted] would have called us in November 2014 and would have never called us again for over 8 months. Nevertheless, upon receipt of Mr. [redacted]’s complaint, we immediately filed a claim with the manufacturer of the carpet that Mr. [redacted] purchased. We explained to Mr. [redacted] that he would hear from a representative from the manufacturer within the next 2 weeks and that the representative has no affiliation with our company. In the meantime, the manufacturer contacted our company and requested a professional cleaning receipt from Mr. [redacted] that is required to maintain the manufacturer’s warranty. Mr. [redacted] informed us that he has never had his carpet professionally cleaned. Carpet needs to be professionally cleaned every 12 months or the warranty will be null and void. We passed the information that Mr. [redacted] gave us onto the manufacturer and they denied Mr. [redacted]’s claimThere are steps that all customer’s that purchase carpet must abide by to keep their manufacturer’s warranties in tact. Attached, please see the Warranty Information Guide that we provide to all of our customers so that they are aware of their responsibilities as consumers to protect their warranties. We have not ignored Mr. [redacted] or his complaint in any manner. In fact, we addressed it immediately. Unfortunately, it is the responsibility of the consumer to properly care for and maintain their carpeting and that was not properly done in this case. The warranty decisions are made solely by the manufacturer and although we can sympathize with Mr. [redacted]’s issue, the manufacturer turned down the warranty claim based on the actions of Mr. [redacted] himself for not properly maintaining his carpet by having it professionally cleaned as instructed. We as a company followed through with the manufacturer and did everything we were supposed to in addressing Mr. [redacted]’s concern. We apologize that the outcome that he was hoping for was not the end result, but as previously mentioned, that result has nothing to do with our company and was a result of Mr. [redacted] not following the warranty guidelines. Please let me know if you need any additional information.Best Regards,Jason M[redacted]President & CEO,Steel City Flooring###-###-####[redacted]

Review: We had Steel City Flooring come in and install our whole upstairs with carpet last year when we moved into our home. The carpet is completely flat. We also had them install vinyl flooring in our kitchen, which has already torn and lifted. We contacted Steel City Flooring 7 months ago due to bubbles in our kitchen floor (vinyl). Took someone a month to come out, it was never fixed correctly. Then one of the bubbles made a hole, which took a contractor a few months to come out and fix our problem. After talking with the manager and telling them how unhappy we are with these services it finally took him a few weeks but someone came to fix it, while the contractor was here he put a totally different color piece of vinyl in, after me telling him it didn't match he then put down a different shade. That night while avoiding that spot in the kitchen I noticed it already came up and now we have a big square missing in our kitchen. I have called [redacted] (manager) almost every day for three weeks an we have yet gotten this resolved. This needs fixed! They need to replace the whole floor since its covered in bubbles and holes, we paid $4000 to Steel City and nothing was done right. We would appreciate if this and our carpet would be fixed asap! We would never recommend this company!Desired Settlement: The kitchen floor needs completely replaced, not just in pieces. And our whole upstairs carpet needs replaced. If this can not be fixed we would like a full refund.

Business

Response:

The customer informed our company shortly after her installation that she had a bubble in her vinyl floor and we quickly sent out an installer to fix it. Sometime later, she then told us that she had a hole in her vinyl floor that was created by her wearing pointy high heel shoes which is not covered under any warranty. Since we are a reputable company, we are in the process of fully replacing her vinyl flooring that we were not responsible for, for her at no cost. In addition, she just reported to our company that she feels that her carpet is flat. We have passed her complaint on to the manufacturer who will send out an independent inspector to determine if there is a manufacturing related problem with her carpeting. If there is a valid problem, we will have no problem replacing the carpet for the customer. We take customer service very seriously and have a department designated solely to making sure that all of our customers are happy. We do apologize for any inconvenience that the customer originally experienced, but as a company, we have handled all of the issues appropriately and have actually gone above and beyond what we were obligated to do.

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.

I am only accepting this because the company promised to have someone come out and fix our problems. I am hoping they stick by there word and replace our flooring. Just waiting for them to come out. I would like to clear this up... When we called to get this fixed we never said my shoe punctured the hole (not sure where that came from?), there were air bubbles through out the flooring and one indeed popped that is how the holes in the vinyl happened. I am not trying to cause any kinds of problems I just want what we paid for to be correct, that is all. If the flooring was not ripped or carpet completly flat we wouldn't have a problem. Its not even a full year that this was put in. We shouldn't be having any of these issues. I am hoping the company will fix this problem and replace the flooring like they have promised.

Regards,