The Floor Trader

The Floor Trader has been, and still is, willing to help you with a remedy to get your floor back to the way it was when it was first installedHowever, in order to so so, whomever applied any type of product to the surface of the floor must be forthcoming in providing us with accurate information as to what was applied to itThis is the only way any one from our store or the manufacture is going to be able to determine the best method for restoring your floor to its original stateYour flooring has not been damaged by myself, or any other employee of mine, as its clear we have never been to your home prior to you calling our store one month after installation was completeIt is impossible to damage your floor in any way by using an ammonia & water mix onlyAll major laminate companies mention the use of ammonia mixed with water as an approved cleaning agent for laminate floors (see attached)It is evident that something was applied to the surface of your floor that is not approved for laminate floorsDuring my inspection of your floors, over one month after installation, I showed you that something was applied to your floor by taking a piece of laminate that you had left over after installation and laying it down on top of your flooring that was installedBy doing this, you were able to see that the brand new piece that was never installed is in perfect condition, with no residue on the surfaceThis proves that something was applied to your floor, other than ammonia and water, after installation was completeAccording to [redacted] ***, the contractor, he visited your house three weeks after installation was complete to collect the balance owed to him and you made no mention to him at that time hat there was any issueHe mentioned that after paying him your only question for him was if it is ok to use a wax on the floor, and after he replied no, you stated "I wish someone would have told me that"It is unreasonable for anyone to expect that our store is to take responsibility for the actions of othersAt this time, I deny your request to replace your floor at my expense and I refuse to have Synchrony Financial reverse any charges

I am rejecting this response because:for one thing *** nor *** *** offered to fix this, *** did say I should pay for someone to come out and look at it I said that *** should be held responsible for giving me instruction to use amonia and water I was upset and he left..after that Office and *** started avoiding my callsI also received this letter in the mail same one that was sent to Revdex.com it's like they want me to confess something that didn't happen before they come out why cant they send professional inspector from state contractors to look at floor and let them give there opinion and then go with that if its amonia damage or something else let it be detected and that would satisfy us all and floor trader can either replace it or payoff schncrny bank in good faithI did a lot of research on this laminate and called around to get feedback on usage of amonia and not one company said to use amonia they say vinegar, bona that amonia will strip sealant and cause filmy cloudy residue on floor and that is exactly what has happen to my once beautiful floor..***, *** and *** need to admit to there own faults and stop trying to say it was me or someone!!! Poor poor customer service

The flooring that Ms*** bought from our store was installed by an independent contractor (*** ***) on April 5, Our store received a call from Ms*** just prior to May 12, 2017, where she spoke to *** *** (Store Manager) and she stated that her flooring appeared dull with no
shineWhen questioned about which cleaning products she uses, she mentioned that her house cleaner uses Fabuloso (generic cleaning product)We advised her that using Fabuloso is not recommended as this product is not approved by floor covering companiesShe later came into the store, where we provided her with a free bottle of approved laminate cleanerA few days later, the store received another call from Ms*** stating that the product did not work at cleaning her floorI, *** *** (Owner of the Floor Trader), made an appointment with Ms*** to go by her house and see what the problem might bePrior to my going to her house, I spoke with the contractor to see if he had any more information he could offer me about what could have been applied to her floors*** *** mentioned during a conversation that he had with Ms***, that she asked him about waxing the floor, where he stated these floors are not to be waxedMs*** stated to *** *** that she did not know that.Upon my inspection at Ms***'s house, I immediately notice that the floor looked hazy and that something had been used on this floor that should never have been appliedTo show Ms*** that this is not a defect in the flooring, I took a brand new, un-used sample of the floor from a box that Ms*** had left overWhen placing the sample onto her floor, you can see a big difference in the finishThis proves that the flooring is not defective, but someone has cleaned/applied something to this floor that is not recommendedI took the cleaner that we provided Ms*** for free, and applied it to a small area of her flooring and in minutes her flooring in that area was back to its original stateI mentioned to her that this is a cleaning issue, not a product issue.*** *** had contacted Ms*** three weeks after installation was complete to pick up the balance of his labor billMs*** paid him in full, three weeks after installation was complete, and made NO mention at that there was any issue with the flooringAfter inspection of her flooring, over one month after installation was complete, we conclude that Ms*** or someone affiliated with Ms*** applied a product to the floor that is not an approved product and the result of doing such has left a film/haze on the floorWe recommended a professional cleaning, which the Contractor (*** ***) offered to Ms*** at no charge to help her outMs*** denied him, and insisted something is defective with the flooring.Sincerely,

This is a installation issue which The Floor Trader does not do installations The customer chose an installer off of a recommended list of License and insured installersWe are in contact with the customer to help them thru this and get rectifiedChris the store manager inspected
the job and found it was not the productThe customers installer is making proper corrections to fix the job on 3/9/

The Floor Trader has been, and still is, willing to help you with a remedy to get your floor back to the way it was when it was first installed. However, in order to so so, whomever applied any type of product to the surface of the floor must be forthcoming in providing us with accurate information as to what was applied to it. This is the only way any one from our store or the manufacture is going to be able to determine the best method for restoring your floor to its original state. Your flooring has not been damaged by myself, or any other employee of mine, as its clear we have never been to your home prior to you calling our store one month after installation was complete. It is impossible to damage your floor in any way by using an ammonia & water mix only. All major laminate companies mention the use of ammonia mixed with water as an approved cleaning agent for laminate floors (see attached). It is evident that something was applied to the surface of your floor that is not approved for laminate floors. During my inspection of your floors, over one month after installation, I showed you that something was applied to your floor by taking a piece of laminate that you had left over after installation and laying it down on top of your flooring that was installed. By doing this, you were able to see that the brand new piece that was never installed is in perfect condition, with no residue on the surface. This proves that something was applied to your floor, other than ammonia and water, after installation was complete. According to [redacted], the contractor, he visited your house three weeks after installation was complete to collect the balance owed to him and you made no mention to him at that time hat there was any issue. He mentioned that after paying him your only question for him was if it is ok to use a wax on the floor, and after he replied no, you stated "I wish someone would have told me that". It is unreasonable for anyone to expect that our store is to take responsibility for the actions of others. At this time, I deny your request to replace your floor at my expense and I refuse to have Synchrony Financial reverse any charges.

I was very Happy with service Chris was so helpful he is indeed a great business person. I was happy with my carpeting I bought.at the Floor Trader and again the customer service with Tim who helped us pick out what we wanted and again Chris who makes sure the customers are happy

Response for complaint #[redacted]
Advertising for The Floor Trader is handled through our franchise national advertising agency. Although we work very closely with this agency composing the ads, we do not have the option to review the mailing list that are used before they are sent to...

the postal service. All agencies regionally and nationally obtain list from various sources. Unfortuantely we have no control over removing this individual from these lists.
I am understanding that to be removed from this list or any other like a "do not call" list , an indivual would need to make contact with a mail registry.
If there was anyway we had full control of these mailings, we would gladly have him removed.

This is a installation issue which  The Floor Trader does not do installations . The customer chose an installer off of a recommended list of License and insured installers.We are in contact with the customer to help them thru this and get rectified. Chris the store manager inspected the job...

and found it was not the product. The customers installer is making proper corrections to fix the job on 3/9/16

Review: [redacted]) decided to go ahead and stand behind their word and replace the floor at no charge. I had asked for a new installer, if the first installer could not do the job properly, we wanted someone else. They agreed, and told me they would send their installer who has a class A license and does their commercial work to do the job. [redacted] first commited to July 8th 2013, that [redacted] was coming and would be able to figure out why the floor was bubbling. All was good. on July 6th, sat. two days ahead of the promised time, [redacted] informed me the new premium floor came in ripped, eddie said creased and they did not want to install a damaged piece. A month went by and I had to call again to find out the status of the premium product. At that time ammazingly enough the floor was at the warehouse. [redacted] informed me that [redacted] was coming to do the job. All was good. Well, no [redacted] came as PROMISED and AGREED. I sent the truck on it's way. Here it is exactly one year later and I still have my bubbled floor.They have washed their hands of me stating I should not have sent the truck away. They misrepresentred themselvesDesired Settlement: at this time, since they went against their agreed upon word, and one year of dispute, they can have their premium product back. I want this nightmare over and done with and would like my money back for product and installation costs. The floor trader states that they tried to satisfy me and I refused. I did not refuse, because that was not the agreement we had. They renegged on their agreement.

Business

Response:

August 29,

2013

Revdex.com Serving

Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: Case# [redacted]

[redacted],

We are responding to case number [redacted].

Please read the [redacted] response below:

Salesperson, [redacted] took a call from [redacted], who

stated he had an issue with his vinyl floor. [redacted] went out to the customer's house and repaired the issue; he was also the original installer. All procedures performed were up to manufacture and industry standards. [redacted] was happy and thankful that it was taken care of. [redacted] called again with yet another issue, this time I offered to go to his house with the [redacted] (installer) to come up with a solution.

[redacted] refused my offer to go to his house to see the floor; he also refused to have [redacted] (installer) to his residence ever again. I called [redacted] (installer) to inquire if there had been any misunderstanding with [redacted]. [redacted] (installer) said,“Not at all, he was happy with the work and repair.” I filed a claim with the distributor we purchased the vinyl from([redacted]). They sent [redacted] (inspector) out to [redacted] residence to inspect the flooring. [redacted] interviewed [redacted] in regards to his flooring issues and was told by [redacted] that his vinyl flooring had been “pulled 3 times.” That information is inaccurate; his floor had only been pulled once. A few weeks after the inspection by [redacted], [redacted] called the Floor Trader and spoke to [redacted]

(Sales Manager). [redacted] was upset by the amount of time it was taking for [redacted] to get back to him. At this juncture, I ([redacted]) was not aware that there was any kind of communication pending between [redacted] and [redacted]. [redacted] (Sales Manager) and [redacted]

(Salesperson) attempted to contact [redacted] on numerous occasions to no avail.

[redacted] finally was able to reach a sales representative for the distributor by the name of [redacted], who stated that due to medical issues [redacted] was forced to retire. In light of what had happened and as a courtesy to [redacted], the Floor Trader decided to give him a replacement vinyl free of charge, as well as pay for new installation. [redacted] spoke to [redacted] who at the time was happy with the solution and scheduled a time for new installation.

[redacted] was told that [redacted] would be the new

installer and the date was set for August 7, 2013. [redacted] (Owner) did not show up personally, however he did send out [redacted] (employees of [redacted]). According to what [redacted] told [redacted], as they introduced themselves to [redacted], the customer put his hand up and said,

“You are not doing my floor!” [redacted], who is the professional installer,

convinced [redacted] to at the very least allow him to see the floor. [redacted] said that in his professional opinion, he could fix the floor within 15-20 minutes. [redacted] refused the work and turned both [redacted] away.

I ([redacted]) would like to add that [redacted] has

purchased from us in the past...in fact, [redacted] has purchased the exact same vinyl he was having issues with during this particular incident. I ([redacted] have been in this industry for quite some time and strongly feel that the Floor Trader has gone above and beyond to assist [redacted], not only by giving him a brand new piece of vinyl but offering to have it installed

free of charge. I called and left a message to inform him that his brand new piece of vinyl is at our warehouse and ready for him to pick up at his convenience.

The Floor Trader only wants to provide the best customer service and buying experience possible. We are a flooring outlet and

do not provide installation. We do recommend certain licensed and insured installers to the customers. We have the new piece of vinyl to be installed in [redacted]’s home, but he will not allow us to do so.

If you have any further questions, please don’t hesitate to contact us. Thanks for your time and attention to this

matter.

Sincerely,

Do not buy anything from Floor Trader of Chesapeake Va
My carpet has been down for 2.5 years and the carpet is literally coming up off the floor. It has big humps all the way across the floor in my master bedroom.
[redacted] came out and looked at it and said every room in my house that has carpet in it needs to be stretched and that is in four bedrooms.
My house is very well taken care of and does not have any abuse.
Floor Trader or [redacted] will not take the blame.
Just getting a big run around and I spent thousands of dollars for carpet.

Review: Remove from mailing list. Solicitation shows a return address from "The Floor Trader, [redacted], with a postage paid [redacted]. I don't do business with solicitors.Desired Settlement: Do not contact me in any way, shape, or form at all. I don't do business with solicitors.

Business

Response:

Response for complaint #[redacted]

Advertising for The Floor Trader is handled through our franchise national advertising agency. Although we work very closely with this agency composing the ads, we do not have the option to review the mailing list that are used before they are sent to the postal service. All agencies regionally and nationally obtain list from various sources. Unfortuantely we have no control over removing this individual from these lists.

I am understanding that to be removed from this list or any other like a "do not call" list , an indivual would need to make contact with a mail registry.

If there was anyway we had full control of these mailings, we would gladly have him removed.

Review: vinyl floor installed in july 2015. installer back several times to fix bubbles and seams. floor has several bubbles that we con see and feel when walking accross. went to store in person to see sales clerk. he no longer works there. expecting a call from manager. that was over a week ago and a call ago. I am tired of waiting. I don't want my floor to split or peel up.Desired Settlement: get rid of bubbles and I want seemless seems like I was promised

Business

Response:

This is a installation issue which The Floor Trader does not do installations . The customer chose an installer off of a recommended list of License and insured installers.We are in contact with the customer to help them thru this and get rectified. Chris the store manager inspected the job and found it was not the product. The customers installer is making proper corrections to fix the job on 3/9/16