Initial Business Response /* (1000, 5, 2014/05/26) */
This customer's accusations and character assassinations of *** *** and our installers are totally untue
The fact is The Floor Store did change the direction of the wood at the customer's requestThe only extra charge to the
customer was for glueThe contract was written and signed for the floor to be nailed downAfter the contract was signed he insisted the wood be glued and nailed downHe also signed the change order for the purchase of the glueFinally, there are no gaps in the wood beyond industry standardsThe work performed was first class and the flooring is beautiful
We are so confident the facts we have listed are true we are willing to send an independent third party flooring inspector (licensed by the State of California) out to assess this claim under the following conditions:
If the independent inspector finds The Floor Store has performed the work within industry standards the customer will pay for the cost of the inspector (between $and $700.00) plus pay the outstanding balance due (of which he is withholding)
If the independent inspector finds The Floor Store has not performed the work within industry standards The Floor Store will pay for the inspector and write off his outstanding balance
If the customer does not agree to the conditions described above we will expect payment in full immediately for the balance due
Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main problem with FLOOR STORE is that they are blindsided IN THE MANNER THEY DO BUSINESSThe fact my contract was for the job to be done in days and FLOOR STORE TOOK DAYS TWICE AS LONG to finish they can't see what is wrong with their workmanship
After days delay THE FLOOR STORE INSTALLED MY FLOOR IN THE WRONG DIRECTION they were not even sorry about it, their General Manager's response was this looks good to meWhen I told him I won't pay the balance unless he correct his mistakes HE SHOUTED THAT HE WILL PUT A LIEN ON MY HOUSE before he fix it and he did put a lien on my houseThey can't see what is wrong with their conducts that is not the way you speak with your client when you make the mistake
The fact after they agreed to correct their error with bunch of phone calls and then THE FLOOR STORE EMPLOYEES DAMAGED MY BRAND NEW SUBFLOOR I had to bring my general contractor to REPLACED MY SUBFLOOR, the floor store can't see what they did wrong
The fact that as we speak I have people CORRECTING THE GAPS that the floor store left behind, they can't see what is wrong with it
After collecting $40,for my hardwood floor and I owe them about $THE LEFT GAPS IN EVERY STAIRWAY and their own installer already told me there is nothing they can't do at this point since it is gluedSo if floor store want I will pay the $fee to hire my own independent contractor and if their report found inconsistency in the floor store's job then floor store refund me the entire $40,that I paidI spent seven figure on my remodeling I asked for high quality job this company is not a premium company at all
Final Business Response /* (4000, 9, 2014/06/10) */
This consumer has agreed to pay the balance due to The Floor StoreHe has asked for proof of all receipts and we have supplied themThe balance due was $We deducted $for the work he had done leaving a balance due of $We are now waiting for the balance due to be paid
Initial Business Response /* (1000, 5, 2014/07/31) */
Our contractors number has been given to the client as requestedOur installation manger has contacted the client and is working to resolve all the clients concerns
Initial Business Response /* (1000, 5, 2014/12/23) */
In response to the above mentioned complaintI would like to first state that we have an in-home appointment scheduled w/ the client on January 6th to try and resolve any issues the client may have
In direct response to the complaint
of workmanshipThere are trim pieces that do not exactly match the woodThis is quite common with wood flooring due to the grain and manufacturing processesIn addition, the floor is a floating floor installation and naturally will have some give to the floorThese are the issues that the client would like us to addressWe have on different occasions ordered more trim to try and get a better matchAs well as my installer has gone out to address the small area were the floating floor is feltAs stated earlier our installation manager will be on the premises Jan 9, to discuss with client and come to a resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IT is true that the manager has come to my home and made a determination that further remedies are needed and there is a plan to address my concern about the buckling of the floor in certain areas and he recommended that the trim that I have in place is the best that is available to meThe remedy work is still pendingThe installation manager has agreed to let me know a specific plan by the end of this week
Final Business Response /* (4000, 9, 2015/01/12) */
In regards to the remedy of the floorWe are scheduled to be at the residence on January beteween 8-amThis was communicated to customer per our installation manager
Final Consumer Response /* (4200, 11, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As noted, there is a plan to resolve my complaintsA date and time has been set but the work is yet to be doneI'd like to keep the claim open until the work is done, which is January as noted
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted] Manag
Contact Phone: XXX-XXX-XXXX ex 314
Contact Email: [redacted]@floorstores.com
I called Mrs [redacted]'s husband, [redacted], and scheduled the repair for Monday the 23rd between 5 & 5:30. The...
installer showed up and made the repairs. I spoke to [redacted] around 6:30pm to see how the repair went and he said everything was done to their satisfaction.
Initial Consumer Rebuttal /* (2000, 8, 2014/06/24) */
Initial Business Response /* (1000, 8, 2014/07/17) */
we have had trouble finding spindles that will fit mr [redacted] stairs mr. [redacted] has reslected and we have started the installation as of 7/17/14
we will make sure Mr. [redacted] is satisfied with the finished job.
As senior citizens, this was one of our most awful purchasing experiences, ever. We chose a beautiful carpet and went with the padding that the sales associate recommended. The padding was not compatible with the soft nylon carpet and resulted in a severe suction when trying to vacuum with our upright. They would not correct and we had to purchase a new, expensive canister vacuum as recommended by the Carpet and Rug Institute for this type of problem. The installers played loud music all day, made a mess throughout, did sloppy work that had to be redone and damaged furniture and more. Then, while attempting to negotiate a fair settlement, The Floor Store filed a lien against our home, resulting in our having to hire an attorney. We passed on a minimal settlement offer as they wanted us to stipulate to not pursuing any legal recourse or disparaging The Floor Store's name in any way including social media. Again, a terrible experience!
Initial Business Response /* (1000, 5, 2014/07/18) */
Good Morning,
This complaint went to my email spam so I am just now reviewing it. [redacted], our Regional Manager is off until Monday the 21st, at which time I will have him research and reply.
Thanks,
[redacted]
CEO
Initial...
Consumer Rebuttal /* (3000, 10, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please help us. Please proceed in helping us with the Floor Store. The first statement from [redacted] is a lie. Its been almost a month since he visited our home. We constantly called him but he mentioned he's working on his off day ..like we are the problem not them. If we are important, why don't he assist/call on his days of work. Even his first visit he mentioned, he's working on his off day. Take it from me. This is not manufacture's issue it is an installation error. Almost our entire floor is a mess: gaps, hollow spots, and caulking (on even flooring. We have blue tape all over the floor waiting for inspector to come for a month. He is trying to escape/delay responsible. He called us and asked "why did we do this to him" (tried to blame us again) not what he could do to help or I'm so sorry how can I help you now. After Revdex.com called, he was suppose to call the flooring manufacture again last week to try to make them come to our home earlier but we didn't hear back from him. We paid this company over $11,000 and they still will not take the responsibility for a bad installation (their contractor). We mentioned to [redacted] that gaps, caulking, drilling whole in the existing installed wood was not an option and that's not what we paid for. It's almost 3/4 of the floor that was installed improper.
At this point, we would like a full refund for the entire amount of flooring from the floor store, constructions clean-up, air duct cleaning, and hoteling stay plus meals for the next installation. Please help us. Even this has made a difference.
Final Business Response /* (4000, 12, 2014/07/22) */
The Floor Store would also like to resolve this problem as quickly as possible. We have an independent inspector scheduled to look at the floor tomorrow, July 23, 2014. This inspector is licensed by the state of California and we really need his opinion before we proceed with a solution.
Asking for a full refund at this point is not an option. We need to determine exactly what the problem is. When the inspector is able to give us his opinion of what the cause of the problem is we will be prepared to offer the client several options to resolve the issue.
Initial Business Response /* (1000, 5, 2014/05/26) */
This customer's accusations and character assassinations of *** *** and our installers are totally untue
The fact is The Floor Store did change the direction of the wood at the customer's requestThe only extra charge to the
customer was for glueThe contract was written and signed for the floor to be nailed downAfter the contract was signed he insisted the wood be glued and nailed downHe also signed the change order for the purchase of the glueFinally, there are no gaps in the wood beyond industry standardsThe work performed was first class and the flooring is beautiful
We are so confident the facts we have listed are true we are willing to send an independent third party flooring inspector (licensed by the State of California) out to assess this claim under the following conditions:
If the independent inspector finds The Floor Store has performed the work within industry standards the customer will pay for the cost of the inspector (between $and $700.00) plus pay the outstanding balance due (of which he is withholding)
If the independent inspector finds The Floor Store has not performed the work within industry standards The Floor Store will pay for the inspector and write off his outstanding balance
If the customer does not agree to the conditions described above we will expect payment in full immediately for the balance due
Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main problem with FLOOR STORE is that they are blindsided IN THE MANNER THEY DO BUSINESSThe fact my contract was for the job to be done in days and FLOOR STORE TOOK DAYS TWICE AS LONG to finish they can't see what is wrong with their workmanship
After days delay THE FLOOR STORE INSTALLED MY FLOOR IN THE WRONG DIRECTION they were not even sorry about it, their General Manager's response was this looks good to meWhen I told him I won't pay the balance unless he correct his mistakes HE SHOUTED THAT HE WILL PUT A LIEN ON MY HOUSE before he fix it and he did put a lien on my houseThey can't see what is wrong with their conducts that is not the way you speak with your client when you make the mistake
The fact after they agreed to correct their error with bunch of phone calls and then THE FLOOR STORE EMPLOYEES DAMAGED MY BRAND NEW SUBFLOOR I had to bring my general contractor to REPLACED MY SUBFLOOR, the floor store can't see what they did wrong
The fact that as we speak I have people CORRECTING THE GAPS that the floor store left behind, they can't see what is wrong with it
After collecting $40,for my hardwood floor and I owe them about $THE LEFT GAPS IN EVERY STAIRWAY and their own installer already told me there is nothing they can't do at this point since it is gluedSo if floor store want I will pay the $fee to hire my own independent contractor and if their report found inconsistency in the floor store's job then floor store refund me the entire $40,that I paidI spent seven figure on my remodeling I asked for high quality job this company is not a premium company at all
Final Business Response /* (4000, 9, 2014/06/10) */
This consumer has agreed to pay the balance due to The Floor StoreHe has asked for proof of all receipts and we have supplied themThe balance due was $We deducted $for the work he had done leaving a balance due of $We are now waiting for the balance due to be paid
Initial Business Response /* (1000, 5, 2014/07/31) */
Our contractors number has been given to the client as requestedOur installation manger has contacted the client and is working to resolve all the clients concerns
Initial Business Response /* (1000, 5, 2014/12/23) */
In response to the above mentioned complaintI would like to first state that we have an in-home appointment scheduled w/ the client on January 6th to try and resolve any issues the client may have
In direct response to the complaint
of workmanshipThere are trim pieces that do not exactly match the woodThis is quite common with wood flooring due to the grain and manufacturing processesIn addition, the floor is a floating floor installation and naturally will have some give to the floorThese are the issues that the client would like us to addressWe have on different occasions ordered more trim to try and get a better matchAs well as my installer has gone out to address the small area were the floating floor is feltAs stated earlier our installation manager will be on the premises Jan 9, to discuss with client and come to a resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IT is true that the manager has come to my home and made a determination that further remedies are needed and there is a plan to address my concern about the buckling of the floor in certain areas and he recommended that the trim that I have in place is the best that is available to meThe remedy work is still pendingThe installation manager has agreed to let me know a specific plan by the end of this week
Final Business Response /* (4000, 9, 2015/01/12) */
In regards to the remedy of the floorWe are scheduled to be at the residence on January beteween 8-amThis was communicated to customer per our installation manager
Final Consumer Response /* (4200, 11, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As noted, there is a plan to resolve my complaintsA date and time has been set but the work is yet to be doneI'd like to keep the claim open until the work is done, which is January as noted
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted] Manag
Contact Phone: XXX-XXX-XXXX ex 314
Contact Email: [redacted]@floorstores.com
I called Mrs [redacted]'s husband, [redacted], and scheduled the repair for Monday the 23rd between 5 & 5:30. The...
installer showed up and made the repairs. I spoke to [redacted] around 6:30pm to see how the repair went and he said everything was done to their satisfaction.
Initial Consumer Rebuttal /* (2000, 8, 2014/06/24) */
Initial Business Response /* (1000, 8, 2014/07/17) */
we have had trouble finding spindles that will fit mr [redacted] stairs mr. [redacted] has reslected and we have started the installation as of 7/17/14
we will make sure Mr. [redacted] is satisfied with the finished job.
As senior citizens, this was one of our most awful purchasing experiences, ever. We chose a beautiful carpet and went with the padding that the sales associate recommended. The padding was not compatible with the soft nylon carpet and resulted in a severe suction when trying to vacuum with our upright. They would not correct and we had to purchase a new, expensive canister vacuum as recommended by the Carpet and Rug Institute for this type of problem. The installers played loud music all day, made a mess throughout, did sloppy work that had to be redone and damaged furniture and more. Then, while attempting to negotiate a fair settlement, The Floor Store filed a lien against our home, resulting in our having to hire an attorney. We passed on a minimal settlement offer as they wanted us to stipulate to not pursuing any legal recourse or disparaging The Floor Store's name in any way including social media. Again, a terrible experience!
Initial Business Response /* (1000, 5, 2014/07/18) */
Good Morning,
This complaint went to my email spam so I am just now reviewing it. [redacted], our Regional Manager is off until Monday the 21st, at which time I will have him research and reply.
Thanks,
[redacted]
CEO
Initial...
Consumer Rebuttal /* (3000, 10, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please help us. Please proceed in helping us with the Floor Store. The first statement from [redacted] is a lie. Its been almost a month since he visited our home. We constantly called him but he mentioned he's working on his off day ..like we are the problem not them. If we are important, why don't he assist/call on his days of work. Even his first visit he mentioned, he's working on his off day. Take it from me. This is not manufacture's issue it is an installation error. Almost our entire floor is a mess: gaps, hollow spots, and caulking (on even flooring. We have blue tape all over the floor waiting for inspector to come for a month. He is trying to escape/delay responsible. He called us and asked "why did we do this to him" (tried to blame us again) not what he could do to help or I'm so sorry how can I help you now. After Revdex.com called, he was suppose to call the flooring manufacture again last week to try to make them come to our home earlier but we didn't hear back from him. We paid this company over $11,000 and they still will not take the responsibility for a bad installation (their contractor). We mentioned to [redacted] that gaps, caulking, drilling whole in the existing installed wood was not an option and that's not what we paid for. It's almost 3/4 of the floor that was installed improper.
At this point, we would like a full refund for the entire amount of flooring from the floor store, constructions clean-up, air duct cleaning, and hoteling stay plus meals for the next installation. Please help us. Even this has made a difference.
Final Business Response /* (4000, 12, 2014/07/22) */
The Floor Store would also like to resolve this problem as quickly as possible. We have an independent inspector scheduled to look at the floor tomorrow, July 23, 2014. This inspector is licensed by the state of California and we really need his opinion before we proceed with a solution.
Asking for a full refund at this point is not an option. We need to determine exactly what the problem is. When the inspector is able to give us his opinion of what the cause of the problem is we will be prepared to offer the client several options to resolve the issue.