The L & L Company

Review: The L&L Company installed the flooring in our house a few years ago. Since the beginning we have had issues with the installation of the carpet as the are ridges in buckles in numerous rooms in the house due to poor stretching. I have called numerous times in the few years since the installation and have found the company to be very defensive because they no longer "work with that builder" and "Do not have offices in my area", and this apparently releases them from having to fix any issues. The builder, I believe rightly, has stated that they felt that L and L should stand by their work and contractors, and be responsible for their own repairs, and we needed to deal with L and L. I spoke to the corporate office and found them very helpful and was assured I would be contacted immediately. When I called the division responsible the company's quality control manager was extremely defensive, saying corporate had inferred I wanted this fixed for free. I told him I did not say that, and have been very clear over the years in my repeated attempts to get this repaired that I would pay for it, and he then went on to make numerous excuses as to why they should not have to come out to correct it, state what an inconvenience it would be for him to have to come out and look at it, and that it would cost us $150 for him to even come to my house and look at it, let alone the estimate (he stated I would have to compensate him for the long drive), and how much it would cost for them to come BACK out to actually do the repair. At this point it is proving cheaper for me to get all new flooring, rather than have them fix their own work. This is not an issue someone with a four year old house should be having. I am not requesting settlement because L and L have made it glaringly clear to me that they are not interested in settling this, and do not have to stand by the service that they provide, and will not tolerate a customer sayhing that their installation may have been sub par.

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have stated numerous times that this is not a warranty issue, but anissue of poor ongoing service once the warranty has passed, and the poor customer service provided by your division that is nothing but excuses and neat abusive speech to someone who purchased thousands of dollars of product from your company, as you not only provided us with floors, but window treatments, and separately contracted tile work. I have stated on more than one occasion that I am aware that the warranty has passed, and was willing to pay for work, even directly after the warranty period, as I have been trying to sort this out for a number of years. I have called NUMEROUS other businesses who are unwilling to repair a carpet that they did not sell, and all have recommended that I contact Land L. I was informed by [redacted] at your corporate office that you do indeed still do work in the York area, so if that is the case I do not understand why [redacted] in Timonium informed me that I would have to personally compensate him for taking the time to drive from his home in Annapolis, especially if an office in Timonium is only thirty minutes from my home. I f you do not wish to do the work, please state as such, and do not resort to making excuses and to why you are not required to. At least have the decency to let your customers know that you are only willing to provide service as long as you are legally required to. The quality control manager at you Timonium branch borders on the verbally abusive when dealing with unsatisfied customers, and apart from the woman I spoke to in the corporate office, I have found the staff to be nothing but rude.

Regards