Village Flooring

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that *** proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.In Village Flooring's response, a lot of information is accurate, they worked with me to reduce the price by having me select a different vinyl brand and I had them not perform work on an additional bathroom and have email exchanges to show *** discussionI agree that the work on the carpet and laminate flooring was done to satisfaction and have no issues with this As for moving the furniture, the remainder of the furniture in question was the small kitchen table and stools and shelving that went in the closet under the stairs As for other statements, several are inaccurate On the return of the installer to seal the seams, I pointed out verbally the other two scuff marks and he acknowledged them at that time He tried to clean them and told me they would have to talk to the flooring manufacturer representative and have him come out to see the marks and would advise what to do next As far as the glue amount I questioned the amount and how thick it was appearing and was told that it needed to be that way and that it would reduce in shiny appearance as it settled I did not ask the glue amount be reduced therefore causing the current seam issue As far as the *** claim, I was not told a claim had to be filed until after I had to follow up with village flooringI had been left with the understanding a representative would come out to look at the floorBelow is the exact exchange via email with Village Flooring,
And so I was not originally given the week time frame mentioned in the response from Village Flooring nor was I adequately communicated with.As far as paying the second half, I did so in good faith that all issues would easily be resolved *** is a lesson learned by me not to be so trusting The claim came back as stated with suggestions to clean the floor with various products Because I had pointed out the scuff marks in person to the installer when he came to seal the seams and have been trying to work with Village flooring and having to initiate the follow ups, take the pictures and such, I was frustrated, I did not make the marks in the floorThey did buy the cleaner and I did use it with the failed result I followed up with the results only to receive a note back that they would follow up with me on what to do next I did not receive a timely follow up and we have now been dealing with *** issue since MarchI did indeed get frustrated with the lack of response and sent the following email,Date: June 17, at 8:14:AM EDTTo: Ashley Robertson Cc: Mike Kirby Subject: Re: Floor seamAshley,I'm following up on the issues with the floorThe seam section that I sent pictures of on Sunday needs attention as *** will become a major problem the longer it remains unsealed.The scrapes in the floor need a solutionSince a defective claim was denied and multiple cleaning solutions have failed to produce a solutionI feel that we are down to two possible solutions, Replace the flooring or Refund the amount I paid for the flooring in the laundry room and the section damaged just outside the laundry room *** issue issue is dragging out way too long.I received the following response,On Jun 17, 2016, at 8:AM, Ashley Robertson wrote:Margo,If you replace the materials for the section that's damaged, we will do all the labor that needs to be done for freeLet me know if you're interested in that so we can go ahead and get something started to resolve the issue. Thank you!Ashley RobertsonOffice Manager, Village Flooring LLCSommerville Court, Midlothian, VA 23113w: / f: / c: 804.298.6892 *** response was very upsetting to me and I responded the following,Date: June 18, at 1:17:PM EDTTo: Ashley Robertson , Mike Kirby Subject: Re: Floor seamMike,I am very disappointed in the results of the installation and the fact that I am left with a damaged floor that was installed by your teamAdditionally I am disappointed by the fact that the seam was not sealed properly and I sent pictures only to be ignored that that the split in the vinyl is a direct result of improper sealing of the seamOn your website you state warranty service but I find that not to be true*** is a learning lesson for me on two fronts, If I decide to support a local business again, I will make sure they are part of the Revdex.com. I will never again pay the second half of payment in good faith that issues will be fixed but instead will wait until the work is done correctly, completely and as agreed uponA damaged floor is not agreed upon. In the future I will NOT recommend village flooring for any individuals looking for flooring needsShould anyone ask why I shall show them the email communications and picture of the floor I received.While Village Flooring acknowledges that one scuff was there and denying the other two, they did not want to take responsibility for the damage and *** is very apparent in the remaining responses even to go as far as to claim that they did not move any furniture and the scuff marks were not there when they leftIt was very upsetting to have a company take no responsibility and make inaccurate statementsIn the letter to Revdex.com they detailed what they moved only because I detailed to them exactly what they moved in the email ***, *** last email was not responded to At *** point I agree that there seems to be no resolution since Village Flooring feels that they are not responsible As far as the *** comments I have detailed the same complaint/experience that I have detailed to the Revdex.com as well as the same picturesWhat I have stated is factAdditionally I contacted Virginia DPOR to see if I could raise a complaints to the Contractors board I discovered that Village flooring, while required to have a contractors license, does not appear to have one on file Below are my posts to ***,I am not being disparagingI wrote my statements on *** sharing only facts of my situation using information from the emails and my experience with Village Flooring. Thanks, Regards,*** ***

The problem has been completely resolvedThank you

Dear *** *** On
2/29/we have given Miss *** an estimate for the new vinyl and repaired her
old carpet and laminate that we would be installing in her home. She responded that day asking if
they could
work something out about reducing the price for the jobWe did not want to
lose her as a customer by no means, so we worked with herWe lowered the price
for her and she was very happyShe came by and picked out the materials for
her house and paid a 50% deposit On
3/8/we were scheduled to go to *** house to start the jobOur
installers removed the furniture and some doors into the screen porched area
Our installers did a laminate repair for her pertaining some of the old
existing floor that she had provided for us that was already accessible at her
houseSo we used her materials to fix the problem that she wanted for us to
Our installers performed the job adequately and in a professional mannerThe
installers also did removal of old floors and installed underlaymentWe then
proceeded to install the vinyl in the utility room and in the kitchenAfter
the vinyl was installed, our two installers carefully put the washer/dryer back
in place. The
installers then proceeded to hang the doors back in the utility room and
closetsOne of the bi-fold doors was already damaged, the installers brought
it to her attentions, and she responded to them that it was already like that
and she was working on getting it fixedThe installers proceeded to ask her if
she wanted them to move the rest of the furniture back from the screen porch
and into the houseMargo said she would move the rest of the furniture back by
herself after she cleaned the floors really goodBefore the installers left
the job, they had told Miss *** that they would come back the next day to put
seam sealer on the vinyl in kitchenWe made arrangements to come the next day
Miss *** followed up with us the next day with her schedule saying that she
was not able to take any more time off of workSo we worked it out to where we
would come back when she was free. Miss
*** emailed us a couple days later, stating that there was a scuff mark on
the floor and it needed to be addressWhen our installer went over there to
finish the seams, he cleaned the scuff mark that she had made aware to usHe
then said if the scuff mark did not go away, then we Village Flooring would
make a claim to *** *** about the defective materialThat same
day Miss *** came into our business to pay the balance left on the jobWe
assumed she was very happy with the work we had performed because she never
mentioned anything to our office manager, Ashley P*** Miss *** then followed up a few days later
saying that there were now scuff marks on her floor in the utility room, and
she was not happy at all. We took down
all the information she had given us, had her take pictures and email them to
us so we could then take the next step: which was to file a claim with
*** *** as a defective floorThis process can take up to weeks
Miss *** followed up more than a week later, stating that we need to address
the issue as soon as possible and gave us a time frame in which it needed to be
completedWe explained to her that we had contacted the Representative for the
product to schedule a time to meet with Miss *** so we could get this taken
care of. Another week has past and she
emails us again stating that this is taking too long and that she is getting
very frustrated with the situation and asked again when the Rep would be out
there to inspect the floor damageWe explained to her that it takes time and we
apologized for the inconvenience and told her that we would keep in touch once
we find out more About
six weeks later Village Flooring finally heard something back from the
*** Claim*** denied the claim saying that it was not a flaw in
the material that the damaged was done by something elseAshley P*** emailed
Miss *** with the decision from ***In the email was not only a
denial letter, but also suggestions from *** on how to clean the scuff
marks up, and what cleaners to use on the scuff marksWe followed up with her
asking her if she had a chance to try out those cleanersShe then said that
she was not going to purchase cleaning material and put in elbow grease to
clean scuff marks that she did not even makeWe followed up with her and said
that we would purchase the cleaner for her, and that is exactly what we didWe
let her know when it was delivered and she picked it up the next day. Village
flooring checked up on her to see if it resolved the issueMiss *** had not
had a chance to use the cleaner yet but would let us know when she didShe
also mentioned the seams were not sealed properly and was coming up a little
Our Installer has his own way of seamingHe usually uses a lot of seam sealant
when seaming the floorsMiss *** was there, and pointed it out to him that
he was using too much, not to use that muchSo he listened to her and finished
the job how she had told him toThe seams would not be coming undone if he was
able to do his job properly like he normally does. At this point Miss *** is extremely
unhappy, and sends us emails over the weekend (which we are closed on the
weekend) regarding the matterWe told her that we would follow up when we find
out what the next step would beBecause we feel like we did not damage the
floor on the job, we gave her the option of buying her own material and we
would do all the labor free of chargeThat was unacceptable to her and she did
not want to go forward with thatAt this point we are running out of options
on how to go about the issues. Miss
*** had every right to go back and file another claim with ***She
then took the stand to be very unprofessional and say several pages of
derogatory comments and publish it on social media on ***Miss ***
has tried to hurt our business integrity in the community with her comments on
social mediaWe have tried to suggest how to help her with this problem, but
at this point I am not sure we could ever satisfy herWe are not a member of
the Revdex.com but we have never had a complaint filed since we
have been in businessSincerely,Village Flooring LLC***