Toscano Wood Floor Designs

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Theresponse to my complaint (ID# [redacted] ) regarding the installation of woodflooring from Toscano Floor Designs, LLC was an ’interesting' read, but withsome inaccuracies Without belaboringthe point I’d like to clarify some important items The wood flooring we chose isnot in question The wood we choose is indeed beautiful! Theinstallation of the flooring was at fault (see photo [redacted] attached) along with the quality of work performed by the ‘installer’ *** I made it clear to the "installer" [redacted] and the ProjectManager, [redacted] BEFORE the job began that the entire first level of myhome had just (one week earlier) been painted and to PLEASE be mindful of that while working You indicateit as a 'slight mishap' Mishaps with our wood floor 'installer' becamemore and more frequent each day we allowed him into our home (see photos [redacted] & [redacted] .jpg)Regardless of 'Exhibit 2: Paragraph on page of the signed contract', abusiness whom employs an a person whom is trusted to work within a customershome should observe courtesy and respect for that home and make exhaustiveefforts to prevent causing unnecessary damage to it No protective measures were taken (e.gbluetape, large sheets of brown protection paper, clear plastic sheeting, etc) A Toscano’ technician stated that Toscanokeeps such supplies at their warehouse and frequently use them on jobs Why weren’t they used on our job? While I had every reason to become 'very upset', I maintained mycomposure given what we were experiencing I went as far as to offer the 'installer'to use a can of Minwax Ebony Stain that we kept in our home for touchupsHe used the remaining portion to apply a first coat onto our stairs andpurchased a new can for us the next day The ‘installer’ gave no indication to me, or my wife, that he couldeither ‘understand’ or speak English The'language barrier' was further evidenced by our frequent calls to the ProjectManager [redacted] (cell phone records can be presented if requested).While [redacted] stopped by our home often to check on the job status, I was leftwith the 'installer’ tirelessly trying to interpret his hand and vocal gestureswhen [redacted] was not present When I had verbal instructions to give to***, I called [redacted] on the phone whom then contacted [redacted] via his cell totranslate The 'installer' DIDask us to sign the Customer Satisfactory Release Form ALONG with a check for the balance owed for full paymentThereis NO CONTRADICTION HERE! Again, becausethe ‘installer’ ***, spoke no English to us at least, he was holding up andwaving the Customer Satisfaction Release FormWhen my wife and I realized what it was and read it we told the‘installer’ [redacted] we would NOT sign it or pay the balance until the job wascompleted Directly afterward, weimmediately called [redacted] (via cell phone) and sent him (via text mgs) photos (see attached photo‘ [redacted] .jpg) of the incomplete workspace toconfirm that the job was NOT completedAfter reviewing the photos [redacted] agreed that we would take care ofthose items (release form & final payment) at job completion Shortly after I spoke with [redacted] on the phone,my wife and I witnessed the ‘installer’ ***’s indignation with being informedthat we would neither sign the form nor pay the balance until the entire jobwas completed He had what we perceivedas a temper tantrum! Dropping heavy powertools on the unfinished portion of the wood floor and angrily pacing across thefloor in the workspace It was clear tous that his actions were meant to intimidate my wife and I They failedIt was at that time that we agreed the ‘installer’ would NOT be permittedback to our home! I advised [redacted] ofsuch but when the ‘installer’ [redacted] returned the next day, I did NOT permit himinside our home I called [redacted] againto request another technician and to confirm he understood my request Yes, the 'installer' didsand the side of the stairs I thanked him A home is the single largest investment a person can make! There are no 'minor errors' (see photos: [redacted] jpg files, & [redacted] .jpg) to any homeownerrecently completing a very large and very expensive renovation project! With this installation, any additional errorswere MAJOR ERRORS when I, the Customer, am paying for new wood flooring! I guess to Toscano Floor Designs, LLC it's all 'relative' Toscano Floor Design, LLC’s is in no positionto minimize the impact of the damage (psychological, loss time at work, etc.)caused by the ‘installer’ after what my family and I were made to endure duringthe wood floor installation As a hired contractor,Toscano should be fast to empathize and correct any issue While the issues were corrected during thecourse of the job, one must acknowledge the unawareness and disregard of ourrequest sat the onset of the job when we asked that the upmost care be observedfor the freshly painted areas Whatoccurred could have been prevented with a little more time and attention fromthe ‘installer’ [redacted] by using protective materials Toscano allegedly hasavailable [redacted] (Manager) came to my home AFTER the ‘installer’ [redacted] was nolonger permitted to enter our home Ipointed out to [redacted] my concerns with the wood floor rising in areas and the unevensections of the newly installed floor (see photo [redacted] .jpg attached) Additional photos of the job are availableupon requestToscano’s Project Manager stoppedby my home We briefly discussedthe installation job and he checked on how the wood floor was fairing I showed him the area where the wood flooringwas, again, uneven and was lifting from the subfloor in a section along thewall and toward the kitchen space (see photo [redacted] .jpg attached)This occurred two days before the initial job was completed and [redacted] made an effort to correct which evidently did not work He agreed to order replacement wood (whichI’ve already received) and schedule [redacted] to perform the reinstallation.During our home renovation thatbegan in January 2015, we have employed various contractors General Contractors, Painters, Plumbers andElectricians to name a few In general,we have had pleasant experiences with ALLof them (references can be provided upon request) After meeting with [redacted] last Apriland viewing the flooring samples Toscano offered, we decided to hire them As with the contractors we’d hired prior, wewere optimistic that on completing the new wood floor install, the renovationproject would be completed We worked everydayfor five months (with full-time work schedules and two teenagers) to get thehouse ready before the summer break Our intention with hiring ToscanoFloor Designs, LLC were not malicious as is being implied Nor is my letter meant to misleadanyone We used the Revdex.com website toinvestigate each contractor company we hired to work in our home It is a luxury that we, as American,enjoy The right to choose to hireANYONE or ANY COMPANY we desire Withthat right, we feel we had a responsibility to advise the Revdex.com, family, friends,and neighbors of our experience with not only Toscano Floor Designs, LLC, buteach of the contractors we hired for the renovation The review of our wood floor installation andsubsequent complaint with Toscano Floor Designs, LLC were not meant to ‘slandernor ‘defame’ the company We did notreach out (no call or letters) to Toscano because our experience with them wasso unnerving, my wife DID NOTwant them EVER return! We threw an arearug over the offending area (brand new wood flooring), and decided to incur anadditional expense to hire a second wood-flooring contractor to come in at alater time to repairWhile [redacted] stopped byunexpectedly, we had a very pleasant exchange and we both agreed that resolvingthis issue would be best for both Toscano Floor Designs, LLC and myfamily He ordered replacement woodflooring and has scheduled a Technician to return to our home on June **, 2015to reinstall the faulty area I respectfully request you reserve judgment in this case until the re-installation work/ is completed at my home If all else fails, my legal counsel and I are, if necessary,prepared to defend the truths stated in this complaint in courtSincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

July *, 2015  To: DisputeResolution Services       Revdex.com      [redacted] From: Toscano FloorDesigns  Re: ID # [redacted] To whom it may concern: 1. [redacted] made a wonderfulselection with the wood floor, which was installed by our crew. The floorlooked beautiful and [redacted] approved the work and signed our SatisfactoryRelease form upon completion. Therefore, it’s very deceptive for [redacted] tosay there was an issue with the quality of work performed by the technicianwhen he approved the finished project. 2. We took many precautions whileworking in [redacted]’s home and acknowledged his request for us to be extremelycareful since he decided to paint his walls before we began the flooring work.However, the description of our work included floor demolition, scraping, andstaining; and even the most careful worker can inevitably have a slight mishap.Regardless, the slight mishaps, which were unintentional accidents, werepromptly rectified. As you can see in the pictures, the droplets of stain onthe floor were very hard to notice and were only spotted by his daughter. Theywere immediately cleaned up in just a few minutes. These minor issues were thetypes of concerns [redacted] was having. Similarly, there were small drops ofstain on the wall, which were touched up right away. All of these possiblesituations are explained to our clients in our contracts, which, for ourprotection, clearly state that we are not responsible for touch ups.Nonetheless, we did them to satisfy him.  3. This is a false statement. [redacted] did not maintain his composure. For instance, there was a situation inwhich the Project Manager had to stop by [redacted]’s home because he was upsetthat our technician recommended a special dye, which was a closer match to hisfloor (instead of the regular Minwax stain.) Although the dye was moreexpensive, the technician offered it to [redacted] so could be satisfied withthe color, but it seemed that every time we tried to satisfy him, he would justget more irritated. At that point, the crew became uncomfortable and nervousbecause of [redacted]’s behavior. They felt like nothing was satisfying him andthat everything they tried to do was wrong in his eyes. There was anothersituation with the installation of the laminate floor where the techniciansadvised a method they deemed would work better, but [redacted] just rejected it.After the Project Manager explained it to him, [redacted] understood and evenagreed with him.  4. We were always in constantcommunication with [redacted] as were our technicians.  The crew was proactive in discussing the workwith [redacted], especially after the previous incidents they had with him. Onceagain, [redacted] is falsely stating that he couldn’t communicate at all withthe technician.  5. It’s very clear to see that [redacted] is contradicting himself in his statements where he first says thetechnician asked him to sign the approval and give the balance check, and thengoes on to say the installer spoke no English and was holding up and waving theCustomer Satisfaction Release Form. How can [redacted] say that the technicianasked for the balance just by seeing him wave a form? [redacted] did speak tohis project manager, [redacted], on the phone and told him that he wouldn’t signthe approval until everything was completed to his satisfaction. He wasn’tasked for a check at any given moment. The reason the technician asked for theapproval to be signed at that time was because there was very little to do, [redacted] was leaving, and he knew that he was happy with the job at that point.  Throughout the job, our onlymotive was to provide [redacted] with the best service, so much so that everytime he had a concern, we sent the Project Manager to meet him. In ourindustry, there is something called a Punch List, which is used to addressminor tasks or errors that need to be done at the end of the project. Instead,we did the opposite by taking care of any little thing that [redacted] broughtto our attention at that moment.  Despite our best efforts to caterto all of [redacted]’s requests and finishing the work to his satisfaction, [redacted] is now slandering our company. He signed the Satisfactory Release Formand paid his balance not to get us out of his home, but because he approved thefinished floor. As he stated, he would not sign the form or pay the balanceuntil he was satisfied.  A few weeks later, the ProjectManager stopped by unexpectedly, as [redacted] stated in his letter, and found asmall area (which counts for about 2% of the entire floor) that needs to berectified. We’ve already scheduled a further assessment for July [redacted]through July [redacted]. If it wasn’t for the Project Manager visiting [redacted], we would have continued to be kept out of the loop. Nevertheless, westand behind our guarantee and will proceed with whatever is necessary toremedy that area.  Again, we don’t understand what[redacted]’s intentions are, other than to give us a bad image, in spite of himknowing that we’ve always cooperated with him and have gone above and beyond tomake him happy. Our legal team has already interviewed the technicians andproject manager, and has determined that we have grounds for a slander anddefamation case. We are going to be in touch with [redacted] and will do ourbest to reach an amicable resolution in this matter. We hope that onceeverything is finalized, [redacted] will retract his statements since they arenot representative of our work.  We respectfully request that you close this case in our favor as we have the client’s signedCustomer Satisfactory Release Form.Despite not being contacted directly by [redacted] after finishing the work, weare cooperating with him and are returning on July ** for further assessment. Please contact us if you needadditional information. Thank you for your assistance with this case.   Sincerely,  Toscano Floor Designs Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Theresponse to my complaint (ID# [redacted]) regarding the installation of woodflooring from Toscano Floor Designs, LLC was an ’interesting' read, but withsome inaccuracies.  Without belaboringthe point I’d like to clarify some important items.1.  The wood flooring we chose isnot in question.  The wood we choose is indeed beautiful!  Theinstallation of the flooring was at fault (see photo [redacted]attached) along with the quality of work performed by the ‘installer’ [redacted]. 2.  I made it clear to the "installer" [redacted] and the ProjectManager, [redacted] BEFORE the job began that the entire first level of myhome had just (one week earlier) been painted and to PLEASE be mindful of that while working.  You indicateit as a 'slight mishap'.  Mishaps with our wood floor 'installer' becamemore and more frequent each day we allowed him into our home (see photos[redacted] & [redacted].jpg). Regardless of 'Exhibit 2: Paragraph 22 on page 3 of the signed contract', abusiness whom employs an a person whom is trusted to work within a customershome should observe courtesy and respect for that home and make exhaustiveefforts to prevent causing unnecessary damage to it.  No protective measures were taken (e.g. bluetape, large sheets of brown protection paper, clear plastic sheeting, etc.…).  A Toscano’ technician stated that Toscanokeeps such supplies at their warehouse and frequently use them on jobs.  Why weren’t they used on our job?3.  While I had every reason to become 'very upset', I maintained mycomposure given what we were experiencing.  I went as far as to offer the 'installer'to use a can of Minwax Ebony Stain that we kept in our home for touchups. He used the remaining portion to apply a first coat onto our stairs andpurchased a new can for us the next day.  4.  The ‘installer’ gave no indication to me, or my wife, that he couldeither ‘understand’ or speak English.  The'language barrier' was further evidenced by our frequent calls to the ProjectManager [redacted] (cell phone records can be presented if requested).While [redacted] stopped by our home often to check on the job status, I was leftwith the 'installer’ tirelessly trying to interpret his hand and vocal gestureswhen [redacted] was not present.  When I had verbal instructions to give to[redacted], I called [redacted] on the phone whom then contacted [redacted] via his cell totranslate. 5.  The 'installer' DIDask us to sign the Customer Satisfactory Release Form ALONG with a check for the balance owed for full payment. Thereis NO CONTRADICTION HERE!  Again, becausethe ‘installer’ [redacted], spoke no English to us at least, he was holding up andwaving the Customer Satisfaction Release Form. When my wife and I realized what it was and read it we told the‘installer’ [redacted] we would NOT sign it or pay the balance until the job wascompleted.  Directly afterward, weimmediately called [redacted] (via cell phone) and sent him (via text mgs) photos  (see attached photo‘[redacted].jpg) of the incomplete workspace toconfirm that the job was NOT completed. After reviewing the photos [redacted] agreed that we would take care ofthose items (release form & final payment) at job completion.  Shortly after I spoke with [redacted] on the phone,my wife and I witnessed the ‘installer’ [redacted]’s indignation with being informedthat we would neither sign the form nor pay the balance until the entire jobwas completed.  He had what we perceivedas a temper tantrum!  Dropping heavy powertools on the unfinished portion of the wood floor and angrily pacing across thefloor in the workspace.  It was clear tous that his actions were meant to intimidate my wife and I.  They failed. It was at that time that we agreed the ‘installer’ would NOT be permittedback to our home!   I advised [redacted] ofsuch but when the ‘installer’ [redacted] returned the next day, I did NOT permit himinside our home.   I called [redacted] againto request another technician and to confirm he understood my request. 6.  Yes, the 'installer' didsand the side of the stairs.  I thanked him.7.  A home is the single largest investment a person can make!  There are no 'minor errors' (see photos: [redacted]jpg files, & [redacted].jpg) to any homeownerrecently completing a very large and very expensive renovation project!  With this installation, any additional errorswere MAJOR ERRORS when I, the Customer, am paying for new wood flooring! I guess to Toscano Floor Designs, LLC it's all 'relative'.  Toscano Floor Design, LLC’s is in no positionto minimize the impact of the damage (psychological, loss time at work, etc.)caused by the ‘installer’ after what my family and I were made to endure duringthe wood floor installation.  As a hired contractor,Toscano should be fast to empathize and correct any issue.  While the issues were corrected during thecourse of the job, one must acknowledge the unawareness and disregard of ourrequest sat the onset of the job when we asked that the upmost care be observedfor the freshly painted areas.  Whatoccurred could have been prevented with a little more time and attention fromthe ‘installer’ [redacted] by using protective materials Toscano allegedly hasavailable.8. [redacted] (Manager) came to my home AFTER the ‘installer’ [redacted] was nolonger permitted to enter our home.  Ipointed out to [redacted] my concerns with the wood floor rising in areas and the unevensections of the newly installed floor (see photo [redacted].jpg attached).9.  Additional photos of the job are availableupon request. Toscano’s Project Manager stoppedby my home 5/**/15.  We briefly discussedthe installation job and he checked on how the wood floor was fairing.  I showed him the area where the wood flooringwas, again, uneven and was lifting from the subfloor in a section along thewall and toward the kitchen space (see photo [redacted].jpg attached). This occurred two days before the initial job was completed and [redacted] made an effort to correct…which evidently did not work.  He agreed to order replacement wood (whichI’ve already received) and schedule [redacted] to perform the reinstallation.During our home renovation thatbegan in January 2015, we have employed various contractors.  General Contractors, Painters, Plumbers andElectricians to name a few.  In general,we have had pleasant experiences with ALLof them (references can be provided upon request).  After meeting with [redacted] last Apriland viewing the flooring samples Toscano offered, we decided to hire them.  As with the contractors we’d hired prior, wewere optimistic that on completing the new wood floor install, the renovationproject would be completed.  We worked everydayfor five months (with full-time work schedules and two teenagers) to get thehouse ready before the summer break.  Our intention with hiring ToscanoFloor Designs, LLC were not malicious as is being implied.  Nor is my letter meant to misleadanyone.  We used the Revdex.com website toinvestigate each contractor company we hired to work in our home.  It is a luxury that we, as American,enjoy.  The right to choose to hireANYONE or ANY COMPANY we desire.  Withthat right, we feel we had a responsibility to advise the Revdex.com, family, friends,and neighbors of our experience with not only Toscano Floor Designs, LLC, buteach of the contractors we hired for the renovation.  The review of our wood floor installation andsubsequent complaint with Toscano Floor Designs, LLC were not meant to ‘slandernor ‘defame’ the company.  We did notreach out (no call or letters) to Toscano because our experience with them wasso unnerving, my wife DID NOTwant them EVER return!  We threw an arearug over the offending area (brand new wood flooring), and decided to incur anadditional expense to hire a second wood-flooring contractor to come in at alater time to repair. While [redacted] stopped byunexpectedly, we had a very pleasant exchange and we both agreed that resolvingthis issue would be best for both Toscano Floor Designs, LLC and myfamily.  He ordered replacement woodflooring and has scheduled a Technician to return to our home on June **, 2015to reinstall the faulty area.  I respectfully request you reserve judgment in this case until the re-installation work/ is completed at my home.  If all else fails, my legal counsel and I are, if necessary,prepared to defend the truths stated in this complaint in court. Sincerely, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Currently still under construction when I was told that my hardwood floors would be completed within 2 business days & that 2 instalers would be present.Not so. The project has taken more than 5 days and the installer always has an excuse to why it's being prolonged I find myself calling the office consistantly to get answers.I have not been transferred to manager on site To begin, the installer came the 1st day & said he had to leave by 10:30 am(doctor appt) -a wasted day.By the 3rd day,he couldn't work because he had to be elsewhere It has been more than 2 days & my wood floors are not complete .I find it difficult in making any recommendations with both the company &the installer.They're not as reliable as they set themselves to be.The only positive comment- I did like the engineered hardwood samples

Review: Toscano installed and finished a new oak floor. The installation and finished was incorrect . They had to refinish and sand a new floor three times . The installed did not cull the boards and reject the bad boards which were installed and couldn't be changed I purchased 150 sq feet more then was needed for the install. Each time they sanded I lost a portion of a new floor which cost me over $10,000 .Desired Settlement: I would like Toscano Floors to refund half the cost the new installed floor and half of what I paid them to due the work.

Review: Teak hardwood floor purchase was installed poorly requiring additional inconvenience of having unqualified installer return to job site to readjust and repair newly installed portion of wood flooring. Expressed complete dissatisfaction with installer and overall job performance but business continued to send same installer to our home each day. Further, installer was of [redacted] dissent and spoke NO ENGLISH! Installer splashed dark wood stain on freshly painted wall and directly onto new wood flooring requiring yet another complaint to the business for repainting of walls & cleanup of floors adding additional time to complete the job. Installer requested balance of payment before job was completed. When homeowner declined payment until satifsfactory job was completed, the installer become unruly and agitated. Directly after his unprofessional display, he was not allowed back into our home! We paid Toscano Floor Designs, LLC to level the floor and sand & stain the stairs. The flooring WAS NOT properly leveled and new wood buckled along wall area for approx. 5-6 ft. This required yet another visit from a new set of installers from Toscan Floor Designs, LLC. Eight square feet of the new floor had to be torn up and the plywood base had to be cut, shimmed, and corrected! Additional work would be required to correct the sub-standard installation of our new wood floors but we had completely exhausted our patience with receiving a satifsfactory wood floor installation from Toscano Floor Designs, LLC!

Overall, they were completely unprofessional. We realized shortly after signing the contract that we made a tremendous mistake hiring Toscano Floor Designs, LLC to work in our home. In the end we paid what we owed but no homeowner, business, or anyone should be made to endure what we have with Toscano Floor Designs, LLC. Each day we noticed a new fault with the flooring installation! Upon discovery, we'd text or called the "site manager" and sent photos along with emails. When he'd visit our home he expressed unbelief at how poorly the work was being performed. He would have the problem repaired for only a new problem to arise the very next day! Toscano Floor Designs, LLC must hire day workers as any reputable business would not permit such unprofessional performance and conduct from ANY person under their employ!

Everything above can be verified by txt messages, emails, photos, and telephone voice mails. We deserve an unconditional apology but have not heard a word from anyone from Toscano Floor Design, LLC. I will continue to inform all forms of social media & [redacted] of our experience with Toscano Floor Designs. The flooring in our home looks horrible and definitely not worth the exorbitant price we paid. Toscano Floor Designs, LLC needs to place more focus on providing much better service than we received. With 45,000 followers in the U.S and 20x that number globally, we are committed to assuring future customers make another choice...than Toscano Floor Designs, LLC.Desired Settlement: We require a visit from a professional wood floor installer to assess the damage under our floors to assure they are leveled which is what we paid them to do! My family and I DEMAND an apology for the way our home was treated by the "installer" [redacted] and the immature and embarrassing behavior he displayed when he was denied full payment for an incomplete job! We also DEMAND that Toscano Floor Designs, LLC management acknowledges the inconvenience we were made to endure to attempt to assure that the job we hired them to do was done satisfactorily!

We are very unhappy. So much so that we've already advised our legal team of our dissatisfaction. This must be addressed as soon as possible.

Business

Response: