Taz Solutions

The wood floor was installed in The boards had “checked” which can happen over time as the floor ages to a small percentage of the floor, typically under 5% and is not considered a defectWe did do a courtesy replacement for boardsThe replacement boards the homeowner had were shorter so they look differentOur warranty provides for repairs of any defective in workmanship or material onlyWe may be able to get similar material but recommend against replacing more boards as the finish and color could vary between the year old existing floor and new material Enclosed are the manufactures warranty and pictures of the original concern

The Store Manager of our Deptford location called and spoke with Mrs. [redacted] . We sincerely apologize for the unfortunate circumstances surrounding the order. The refund check was mailed out to Mrs. [redacted] on Monday, August 15th.

Complaint: ***
I am rejecting this response because: I just don't want to deal with them any longerThis is what they told me "there isn't anything we can do for you"I will not use this company again and put an review on their websiteYou can consider this matter closed, not very good customer service
Regards,
*** ***

[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The wood floor was installed in 2011. The boards had “checked” which can happen over time as the floor ages to a small percentage of the floor, typically under 5% and is not considered a defect. We did do a courtesy replacement for 2 boards. The replacement boards the homeowner had were shorter so...

they look different. Our warranty provides for repairs of any defective in workmanship or material only. We may be able to get similar material but recommend against replacing more boards as the finish and color could vary between the 6 year old existing floor and new material.   Enclosed are the manufactures warranty and pictures of the original concern.

The Store Manager of our Deptford location called and spoke with Mrs. [redacted].  We sincerely apologize for the unfortunate circumstances surrounding the order.  The refund check was mailed out to Mrs. [redacted] on Monday, August 15th.

I maintain that Avalon flooring staff and installers were incompetent. I agreed to $300 after the manager Bob told me that it was the best they could do. I did not get a full $300-Bob had an excuse to deduct $ for something else he thought I owed. He said I could go someplace else for kitchen and BR flooring-it was too late because their incompetent laminate installers ripped out my existing  kitchen floor (which they were not supposed to do-IT WAS THEIR MISTAKE). I could not move in without the floor in the kitchen. Plus all of my plumbing was disconnected. I maintain that the laminate workmanship is poor, the mess they left behind was disgusting, and customer service at Avalon is horrible.If they think that the shabby laminate work they did and very poor project management is OK-shame on them.

The customer requested three different products to be installed within a very short period of time.  In order to accommodate the customer’s request, installation was scheduled prior to the material coming in. This is something we typically do not do since we want to have all materials...

in our possession before scheduling the installation. We made this exception in order to accommodate the customer’s tight timeline for installing multiple flooring products.   Unfortunately, a portion of the customer’s order was backordered from the manufacturer, in addition to shipping delays from the supplier.  The job was installed prior to the customer’s move-in date except for a few transition moldings.  When the transitions moldings came in they were incorrect, and were immediately reordered.  When they were reordered there was then a backorder for the transitions.  We installed the final transitions on 1/17/17, the day after we received them.  The customer was informed of the backordered material.  Due to the delays and backorder issues, the customer agreed and accepted a $300 credit on her order.      Our installation manager also inspected the site.  The entire floor was cleaned, and two pieces of quarter-round were replaced.  In regards to the damaged window screen, our installation manager informed the customer to have it replaced and we would compensate her for it.  The customer has not called back about regarding the replacement.   We recognize the installation was not as smooth a process as we all would have hoped for but the backorders and shipping delays were outside of our control.  The customer’s installation, of all surfaces, is complete.

[redacted] ordered four area rugs from the Nourison Oxford collection.  Due to a maintenance issue, Avalon Flooring replaced two of the rugs as a customer service gesture.  The customer opted to keep one of the damaged rugs.  The remaining two Nourison area rugs were inspected...

by Beth Reale and [redacted] Borland, and both were not found to be problematic.  [redacted] and [redacted] discussed proper care guidelines with the customer. The fifth rug (a 2x3 area rug) is not included in the Nourison Oxford collection.  And to this date, we have not received an inquiry regarding issues or problems with this rug. Avalon Flooring will offer a refund, in return of the four Nourison Oxford collection area rugs.  This includes the two replacement rugs Avalon replaced as a courtesy, as well as the two other original rugs.

We have spoken directly with the customer and the matter is resolved.

Complaint: [redacted]
I am rejecting this response because: The workmanship putting in the replacement boards was not done right, there is a space between the boards(about an 1/8th of an inch). I think that the company should have told us that there might be a problem down the road with replacing boards or that we had to supply the replacements. When the worker showed up is when I found out that we had to supply the boards. Not till we called them back did they tell us that the product was discontinued.  And the fact that I had to supply the replacements is something that I didn't expect. If they could return our phone calls when they say they will would be courteous. If they can not do anything for us it would be nice to know. Thank you for your time, Merry Christmas.
Regards,
[redacted]