Timeless Floor Company Reviews (%countItem)
Timeless Floor Company Rating
Address: 1520 Goodyear Ave Ste A, Ventura, California, United States, 93003-6445
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To Whom It May Concern:
It is with great disappointment and frustration that I am writing this letter of complaint regarding a contracted job that has not been successfully completed by Timeless Floor Company (TFC), located at *** Ave., Suite A, Ventura, California 93003. Phone number – . The contractors/owners are Mr F *** and Ms J ***.
The job was initially started on August 6, 2018, and was an update to our kitchen and entry hallway. The update included new tile countertops, backsplash, and floor in the kitchen. The job also included the installation of floor tile in the entry hallway.
The issue and complaint is regarding a transition piece that was installed between the new tile floor in the hallway, and the previously existing wooden floor in the living room. (A transition piece is a standard finish used to merge or transition two different floor types, in this case tile and a wood floor. The transition piece is supposed to create a smooth and finished look between the two types of floors. This had been accomplished successfully on previous projects that TFC had completed in our home.) In the case of this project the issue of the uneven floor had not been noticed, or brought to our attention by the contractor, prior to and at the time that the tile floor was installed. The unevenness of the floor had not been noticed until after the transition piece had been installed and then came undone after two different attempts.
It is important to note that the Timeless Floor Company includes the following verbiage in their invoice: “unforeseen problems identified during discovery and major prep is necessary customer will be notified immediately before additional charges are applied.” The invoice also states: total balance is due upon successful job completion”. Based on previous experience where TFC completed jobs to our satisfaction, we paid the balance owed with the understanding that the transition piece would be installed within the next few weeks. We paid in good faith with the expectation that this job too would be completed to our satisfaction.
A Timeless Floor Company employee came to install the transition piece a few weeks later. The transition piece appeared to be installed properly. However within two months, we noticed that the transition piece was lifting and left a noticeable gap off the floor. So, we contacted Timeless Floor Company and the installer returned within a few weeks and re-installed the transition piece. He also mentioned that he applied extra adhesive to the piece. Unfortunately, soon after we noticed that the transition piece was lifting again, showed a gap off of the floor, and also showed apparent large amounts of glue.
We contacted Timeless Floor Company early February 2019 to let them know about the latest issue with the transition piece, and our dissatisfaction with its appearance. A few weeks later we stopped by TFC and explained to Ms B that it appeared to us the transition piece failed to settle properly because the tile and wooden floor were not even. Ms. B brainstormed some possible remedies and then said that she would let us know how soon they could have someone come to our home to address the issue. A few weeks later Ms. B contacted us and stated that after reviewing her suggested remedy with her brother, Mr. B, her previously proposed solution was not do-able. Mr. B then contacted us and we agreed that he would come to the house on March 14, 2019 to see the transition piece and come up with some other possible solutions. One of his suggestions was to simply fill in the gap with a form of wood putty. We were then given some time to think about that idea which we ultimately rejected.
We again stopped by the store to talk with Jackie and Felipe about reaching some resolution to our transition piece issue. Several ideas were discussed and we finally agreed to one that involved cutting back some of the tiles and the wood floor and trimming the bottom of a wider wooden transition piece so that the tile, the transition piece and the wooden floor would be even. (Felipe had previously mentioned that they could likely get the transition piece resolved for about $150 or no more $200. PLEASE NOTE: while we were willing to pay that amount to simply get the issue behind us our thought was that the job had not been completed to our satisfaction within the terms of the original invoice.) A few weeks later (July 11, 2019), Felipe came by the house again to take measurements of the floor. On July 25, 2019, Jackie emailed a proposed estimate for the above-mentioned transition work, for an additional $845.
We emailed Felipe and Jackie on July 31, 2019 expressing our shock and surprise at an additional cost for the 2018 project that was not successfully completed or to our satisfaction (as our respective attempts to remedy the transition issue from 2018 through 2019 reflects). Our understanding is that this is still part of the completion process from our 2018 project because:
1) “unforeseen problems identified during discovery and major prep is [if] necessary, customer will be notified immediately before additional charges are applied”. The fact is, there was no discovery of this issue until after the transition piece was installed. Unfortunately, the balance of the job had already been paid.
2) TFC’s invoice further states: “total balance is due upon successful job completion”. While we paid in full the balance of the quote in good faith before the transition piece was installed, the job has not been successfully completed.
3) Additionally, TFC invoice verbiage states: “all work is guaranteed”. We presume within the bounds of the initial invoice.
Finally, Mr B’ reaction to our email of July 31, 2019 was truly enlightening given we have done upwards of $50,000 of business through the years with TFC. Mr. B states “You want perfection and that is going t
In response to the complaint from client, we sincerely apologies for the inconvenience this issue may have cause them, and understand their frustration. We have been doing business with the client for many years and appreciated their continued business. It is unfortunate that a simple transition has caused client to write a complaint about our company and the way we do business. We don't practice walking away from our installations and do practice finishing our jobs to our clients satisfaction. The job was completed and finalized, as per the contract and did install/set in the final" transition" from one floor to another as per manufactures specifications. And client was satisfied and paid their final bill. We later get a call back about the transition moving, we go back set it back in. We have explained to client several times, this transition is needed because they chose to install their flooring in several different stages, and a transition is needed from one floor from another especially if the thicknesses are different.
*
Client was not satisfied with our answer. We then took a specialized flooring contractor for a second opinion with us to look at the issue, again because the client chose to install the floors in different stages and years apart from each installation, the floor heights were different.... this transition could have been avoided if the we had installed all the different floor types and thicknesses all at once, as we explained.
Our specialist advised that we had to make a custom fitting panel which entails, more the just a " transition." We explained in our quote, that we had to remove part of the new tile (very carefully) and part of the old existing hardwood flooring, that has been down for several yeas, (product was discontinued there were no matching existing floors available) we would have to custom stain the new hardwood flooring to match the old and the panel/ transition to match the existing. Reset the tile and grout and place the large custom wood panel (transition) to match all of the hardwood flooring. It is a technical process, which takes labor, materials and time, it is not a simple transition. We would never leave a job site without completing it. We did finish our installation and service, as per our contract....we never quoted for a custom made panel/transition in our original quote. I can show exihbit but I think client has a copy. It mentions no custom stained transition. The transition we installed is exactly for that a transition from one floor to another. . It was not a perfect fit for customer so we forwarded a new quote for a Custom made Transition.
F
President
I am rejecting this response because:
We reject Mr B’ response because the facts, or common business practices, don’t support his statements about his business practices and the events related to this project.If “Finishing the job to our clients satisfaction” was Mr B’ objective our complaint with the Revdex.com would not have been necessary and we would not have to respond in order to correct his memory of the events. When Mr B states ...”the client was satisfied and paid their bill” he attempts to misrepresent the situation by implying that we paid because the job was completed to our satisfaction. The fact is that we paid the balance of the bill before the transition piece was installed and even then it was not until a few weeks after its installation that it became clear Mr B’ initial transition piece of the project was not laying down properly. Mr B also states “the transition could have been avoided if we had installed all the different floor types and thicknesses all at once”, once again an attempt to deflect from the fact that this was NOT an issue he brought to our attention before the project was started, or as part of a discovery process. Had he done so we would have together arrived at a solution to this issue in advance. Moreover, it was Timeless Floor Company—under Mr B’ direction—that installed both floors, so the floors’ unevenness issue should not have been a surprise. Our experience with trade professionals (plumbers, electricians, etc) is that they accurately assess the scope and depth of any project before it’s accepted and agreed upon in order that it be completed to everyone’s satisfaction. Simply stated, we relied on Timeless Floor Company’s expertise to accurately assess the project’s scope and depth at the beginning and unfortunately, the differences in the floor height and the subsequent problems with the installation of the transition piece were not brought to our attention until after the second attempt to install the transition piece failed. Clearly, that issue is on Mr B.“We then took a specialized flooring contractor for a second opinion with us to look at the issue” . . . A specialized contractor never came in to our home regarding the transition piece issue. Mr B’ logic that “this transition piece could have been avoided if we had installed all the different floor types and thicknesses all at once” appears to be another attempt at deflection to confuse the fact that he failed to accurately determine in advance that the initial transition piece would not work.Mr B states that “we don’t practice walking away from our installations and do practice finishing our jobs to our clients satisfaction”. However, his email of August 1, 2019 contradicts and undermines his fore mentioned statement when a client dares to attempt to hold him accountable to complete a job to the customer’s satisfaction. He states in his email “I can give you names and numbers of installers who could possibly give you better pricing, however I would not be involved”. Unfortunately, this is not the first time that we have experienced this type of behavior.It’s our experience that when a part of a project becomes frustrating to Mr B’ his practice is to blame others or attempt to wash his hands of the matter. For example, when a grout color issue arose as part of this project, his position was on the phone was “not my problem”. Fortunately, in that case his partner stepped in and in consult with their tile subcontractor corrected the issue to our satisfaction.We understand transition pieces are needed between two different floor types as they have previously been done by Timeless Floor Company in other projects in our home. Those transitions looked finished and were completed to our satisfaction. They did not require do overs at additional costs as we are now being told by Mr B to pay an additional $840.00 (he has since written that he is willing to reduce the cost by $100.00 and that he’s not making money on it). The fact remains that the job was not completed to our satisfaction and what we are asking is no more than Mr B or his partner would expect in their home; we know they are very capable of distinguishing quality work and we expect no less. Although it was Timeless Floor Company’s job—not the customer—to accurately assess and deliver an appropriate transition piece strategy (in advance NOT AFTER the project was supposed to be completed) to compensate for the floors’ unevenness. Had the issue been identified in advance Mr B’ proposed custom solution would not be as costly. Therefore, in the interest of getting this project completed consistent with Timeless Floor Company’s promise to complete projects to customers’ satisfaction, we propose that the contractor and the customer each pay half of the $740.00 final quote Mr B offered.
Regards,
J
To Whom It May Concern:
It is with great disappointment and frustration that I am writing this letter of complaint regarding a contracted job that has not been successfully completed by Timeless Floor Company (TFC), located at *** Ave., Suite A, Ventura, California 93003. Phone number – . The contractors/owners are Mr F *** and Ms J ***.
The job was initially started on August 6, 2018, and was an update to our kitchen and entry hallway. The update included new tile countertops, backsplash, and floor in the kitchen. The job also included the installation of floor tile in the entry hallway.
The issue and complaint is regarding a transition piece that was installed between the new tile floor in the hallway, and the previously existing wooden floor in the living room. (A transition piece is a standard finish used to merge or transition two different floor types, in this case tile and a wood floor. The transition piece is supposed to create a smooth and finished look between the two types of floors. This had been accomplished successfully on previous projects that TFC had completed in our home.) In the case of this project the issue of the uneven floor had not been noticed, or brought to our attention by the contractor, prior to and at the time that the tile floor was installed. The unevenness of the floor had not been noticed until after the transition piece had been installed and then came undone after two different attempts.
It is important to note that the Timeless Floor Company includes the following verbiage in their invoice: “unforeseen problems identified during discovery and major prep is necessary customer will be notified immediately before additional charges are applied.” The invoice also states: total balance is due upon successful job completion”. Based on previous experience where TFC completed jobs to our satisfaction, we paid the balance owed with the understanding that the transition piece would be installed within the next few weeks. We paid in good faith with the expectation that this job too would be completed to our satisfaction.
A Timeless Floor Company employee came to install the transition piece a few weeks later. The transition piece appeared to be installed properly. However within two months, we noticed that the transition piece was lifting and left a noticeable gap off the floor. So, we contacted Timeless Floor Company and the installer returned within a few weeks and re-installed the transition piece. He also mentioned that he applied extra adhesive to the piece. Unfortunately, soon after we noticed that the transition piece was lifting again, showed a gap off of the floor, and also showed apparent large amounts of glue.
We contacted Timeless Floor Company early February 2019 to let them know about the latest issue with the transition piece, and our dissatisfaction with its appearance. A few weeks later we stopped by TFC and explained to Ms B that it appeared to us the transition piece failed to settle properly because the tile and wooden floor were not even. Ms. B brainstormed some possible remedies and then said that she would let us know how soon they could have someone come to our home to address the issue. A few weeks later Ms. B contacted us and stated that after reviewing her suggested remedy with her brother, Mr. B, her previously proposed solution was not do-able. Mr. B then contacted us and we agreed that he would come to the house on March 14, 2019 to see the transition piece and come up with some other possible solutions. One of his suggestions was to simply fill in the gap with a form of wood putty. We were then given some time to think about that idea which we ultimately rejected.
We again stopped by the store to talk with Jackie and Felipe about reaching some resolution to our transition piece issue. Several ideas were discussed and we finally agreed to one that involved cutting back some of the tiles and the wood floor and trimming the bottom of a wider wooden transition piece so that the tile, the transition piece and the wooden floor would be even. (Felipe had previously mentioned that they could likely get the transition piece resolved for about $150 or no more $200. PLEASE NOTE: while we were willing to pay that amount to simply get the issue behind us our thought was that the job had not been completed to our satisfaction within the terms of the original invoice.) A few weeks later (July 11, 2019), Felipe came by the house again to take measurements of the floor. On July 25, 2019, Jackie emailed a proposed estimate for the above-mentioned transition work, for an additional $845.
We emailed Felipe and Jackie on July 31, 2019 expressing our shock and surprise at an additional cost for the 2018 project that was not successfully completed or to our satisfaction (as our respective attempts to remedy the transition issue from 2018 through 2019 reflects). Our understanding is that this is still part of the completion process from our 2018 project because:
1) “unforeseen problems identified during discovery and major prep is [if] necessary, customer will be notified immediately before additional charges are applied”. The fact is, there was no discovery of this issue until after the transition piece was installed. Unfortunately, the balance of the job had already been paid.
2) TFC’s invoice further states: “total balance is due upon successful job completion”. While we paid in full the balance of the quote in good faith before the transition piece was installed, the job has not been successfully completed.
3) Additionally, TFC invoice verbiage states: “all work is guaranteed”. We presume within the bounds of the initial invoice.
Finally, Mr B’ reaction to our email of July 31, 2019 was truly enlightening given we have done upwards of $50,000 of business through the years with TFC. Mr. B states “You want perfection and that is going t
In response to the complaint from client, we sincerely apologies for the inconvenience this issue may have cause them, and understand their frustration. We have been doing business with the client for many years and appreciated their continued business. It is unfortunate that a simple transition has caused client to write a complaint about our company and the way we do business. We don't practice walking away from our installations and do practice finishing our jobs to our clients satisfaction. The job was completed and finalized, as per the contract and did install/set in the final" transition" from one floor to another as per manufactures specifications. And client was satisfied and paid their final bill. We later get a call back about the transition moving, we go back set it back in. We have explained to client several times, this transition is needed because they chose to install their flooring in several different stages, and a transition is needed from one floor from another especially if the thicknesses are different.
*
Client was not satisfied with our answer. We then took a specialized flooring contractor for a second opinion with us to look at the issue, again because the client chose to install the floors in different stages and years apart from each installation, the floor heights were different.... this transition could have been avoided if the we had installed all the different floor types and thicknesses all at once, as we explained.
Our specialist advised that we had to make a custom fitting panel which entails, more the just a " transition." We explained in our quote, that we had to remove part of the new tile (very carefully) and part of the old existing hardwood flooring, that has been down for several yeas, (product was discontinued there were no matching existing floors available) we would have to custom stain the new hardwood flooring to match the old and the panel/ transition to match the existing. Reset the tile and grout and place the large custom wood panel (transition) to match all of the hardwood flooring. It is a technical process, which takes labor, materials and time, it is not a simple transition. We would never leave a job site without completing it. We did finish our installation and service, as per our contract....we never quoted for a custom made panel/transition in our original quote. I can show exihbit but I think client has a copy. It mentions no custom stained transition. The transition we installed is exactly for that a transition from one floor to another. . It was not a perfect fit for customer so we forwarded a new quote for a Custom made Transition.
F
President
I am rejecting this response because:
We reject Mr B’ response because the facts, or common business practices, don’t support his statements about his business practices and the events related to this project.If “Finishing the job to our clients satisfaction” was Mr B’ objective our complaint with the Revdex.com would not have been necessary and we would not have to respond in order to correct his memory of the events. When Mr B states ...”the client was satisfied and paid their bill” he attempts to misrepresent the situation by implying that we paid because the job was completed to our satisfaction. The fact is that we paid the balance of the bill before the transition piece was installed and even then it was not until a few weeks after its installation that it became clear Mr B’ initial transition piece of the project was not laying down properly. Mr B also states “the transition could have been avoided if we had installed all the different floor types and thicknesses all at once”, once again an attempt to deflect from the fact that this was NOT an issue he brought to our attention before the project was started, or as part of a discovery process. Had he done so we would have together arrived at a solution to this issue in advance. Moreover, it was Timeless Floor Company—under Mr B’ direction—that installed both floors, so the floors’ unevenness issue should not have been a surprise. Our experience with trade professionals (plumbers, electricians, etc) is that they accurately assess the scope and depth of any project before it’s accepted and agreed upon in order that it be completed to everyone’s satisfaction. Simply stated, we relied on Timeless Floor Company’s expertise to accurately assess the project’s scope and depth at the beginning and unfortunately, the differences in the floor height and the subsequent problems with the installation of the transition piece were not brought to our attention until after the second attempt to install the transition piece failed. Clearly, that issue is on Mr B.“We then took a specialized flooring contractor for a second opinion with us to look at the issue” . . . A specialized contractor never came in to our home regarding the transition piece issue. Mr B’ logic that “this transition piece could have been avoided if we had installed all the different floor types and thicknesses all at once” appears to be another attempt at deflection to confuse the fact that he failed to accurately determine in advance that the initial transition piece would not work.Mr B states that “we don’t practice walking away from our installations and do practice finishing our jobs to our clients satisfaction”. However, his email of August 1, 2019 contradicts and undermines his fore mentioned statement when a client dares to attempt to hold him accountable to complete a job to the customer’s satisfaction. He states in his email “I can give you names and numbers of installers who could possibly give you better pricing, however I would not be involved”. Unfortunately, this is not the first time that we have experienced this type of behavior.It’s our experience that when a part of a project becomes frustrating to Mr B’ his practice is to blame others or attempt to wash his hands of the matter. For example, when a grout color issue arose as part of this project, his position was on the phone was “not my problem”. Fortunately, in that case his partner stepped in and in consult with their tile subcontractor corrected the issue to our satisfaction.We understand transition pieces are needed between two different floor types as they have previously been done by Timeless Floor Company in other projects in our home. Those transitions looked finished and were completed to our satisfaction. They did not require do overs at additional costs as we are now being told by Mr B to pay an additional $840.00 (he has since written that he is willing to reduce the cost by $100.00 and that he’s not making money on it). The fact remains that the job was not completed to our satisfaction and what we are asking is no more than Mr B or his partner would expect in their home; we know they are very capable of distinguishing quality work and we expect no less. Although it was Timeless Floor Company’s job—not the customer—to accurately assess and deliver an appropriate transition piece strategy (in advance NOT AFTER the project was supposed to be completed) to compensate for the floors’ unevenness. Had the issue been identified in advance Mr B’ proposed custom solution would not be as costly. Therefore, in the interest of getting this project completed consistent with Timeless Floor Company’s promise to complete projects to customers’ satisfaction, we propose that the contractor and the customer each pay half of the $740.00 final quote Mr B offered.
Regards,
J