Your Floor Store

At this time, I have been contacted directly by Your Floor Store regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] Hello, the [redacted] called me the day I made the complaint, around 5:pm, to come and replace one board not the entire floor he stated the report he received from the manufacturer pretty much always blame the installers and not the product for defects He said [redacted] (his son) was coming to replace one board not the whole or section of flooring [redacted] did come 4-*-and did not replace the flooring or board, but glued it again Iam hesitant to say the problem is corrected because the floor has been glued multiple times in the past, as I have stated in my original complaintregards, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

At this time, I have been contacted directly by Your Floor Store regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
The Floor Store did contact me as I had previously stated in my last response, but they did not replace me floor, they glued it again. It has not moved, but Iam not convinced that it will hold up. Therefore, I cannot say my issue has been fully resolved until I am assured my floor does not come apart again since it is only glued together
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by Your Floor Store regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 Hello, the [redacted]  called me the day I made the complaint, around 5:15 pm, to come and replace one...

board not the entire floor  he stated the report he received from the manufacturer pretty much always blame the installers and not the product for defects   He said [redacted] (his son) was coming to replace one board not the whole or section of flooring   [redacted] did come 4-*-15 and did not replace the flooring or board, but glued it again   Iam hesitant to say the problem is corrected because the floor has been glued multiple times in the past, as I have stated in my original complaint. regards, [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: We purchased wood flooring from Your Floor Store, February **, 2013 and it was installed around March ** and [redacted] 2013. I had 2 rooms laid with the same flooring, but my TV room floor boards were separating beginning a couple months after installation. Originally it looked as if the boards were cut to short under the radiator. I first called in November 2013 and they had one of the original installers ([redacted]) come to fix it December *, 2013. [redacted] just kicked the boards from the radiator up to the wall and said that should do it. Unfortunately this kept happening, so I kept calling and the [redacted] finally came to look at the floor 5-**.14. He suggested putting a corner round molding on the half wall adjacent to the radiators. Said floor might be a manufacturer defect. I was hesitant to put up a molding since it would just mask the problem. Well after 3 more phone calls and 2 with no responses or calls back, I finally spoke to [redacted] on 7-**-14 and he sent [redacted] (the 2nd original installer) to put up the molding. He also glued all the separated boards together. When he left I noticed he forgot one and he came back on 7-**-14 to glue it. More boards eventually separated in other areas. Called again on 7-**-14. [redacted] came on 8-*-14 to fix again. Called 11-*-14 that the floor boards were once again separating along with the boards under the saddle. Called again on 11-*-14 and [redacted] at Your Floor Store told me she was putting a claim into [redacted], I should hear from them. Called back 11-**-14 spoke with [redacted] again and she said it would be 3-4 weeks before I heard anything. Left a message 1-*-15, still did not hear from [redacted]. 1-*-15 [redacted] called and said will call manufacturer first thing Monday (1-*-15) morning. 1-**-15. Called [redacted] again and she said she called the manufacture 2 times the previous week, but the distributor merged and was bought out. She was giving them until Wednesday (1-**-15) to hear back from the company and will call me back. Of course no call back so I called again on 1-**-15 and spoke to [redacted]. He said the manufacturer was out of business, that my warranty was pretty much void. "It was just as if a car company would go out of business, there is no more warranty". He kept saying they could replace the floor but they had to take the molding down and that may be an issue, and our radiators were high was another problem. I then said, "the dining room radiators are the same height and that floor is fine and installed with no issue". He said he would have [redacted] come on Saturday (2-*-15) to replace the problem area with extra boards that I purchased. He said he would switch around the schedule to have him come. On 2-*-15 I called again at 10:00 am that morning since no one called me with a window of time [redacted] would be coming. [redacted] answered and had no idea what I was talking about and said she would call me back. I was infuriated since if I was on the schedule she should have been able to tell me when I could expect [redacted] to come repair my floor. It was apparent that noting was getting done since this was not a simple repair would probable take the day to do. I then called [redacted] back and told them not to bother coming that I was going to file a complaint with the Revdex.com since I was getting such the run around trying to get my floor fixed. On 2-*-15 I received a phone call from [redacted] at [redacted] that they want to come to evaluate my floor issue. On 2-**-15, [redacted] came at 8:00 am to inspect the floor. He took many pictures and measurements. He also asked if I had additional flooring and if he could see a piece. We did but the extra flooring so I went to get him a piece which is stored in our heated, finished basement. He proceeded to show me the grooves in the floor piece were a locking mechanism for installing the floor and that's was why the floor was moving, because they were not locked in. He said the floor was not defective and I would be hearing back on their findings once they submitted all his documentation. That just tells me that it must be an installation error then. I called [redacted] on 3-*-15 to say I had not heard back on his report and he said I should have heard from the company I bought the floor from. I then called Your Floor Store on 3-*-15 and spoke with [redacted] who claimed he did not have the report and was called his distributor. He asked for my number to call me back, I gave him my cell number and never received a call. I then called again 3-*-14 and spoke with [redacted] and told her I never got a call back and she took my number again. I am very disheartened with how this company is completely disregarding my issue when all they had to do is replace the floor and this would have been avoided.Desired Settlement: I would like to have my floor replaced and any damage that may happen during this process free of charge. I has been a very stressful ordeal for me and would just like to have this rectified and able to live stress free this year.

Consumer

Response:

At this time, I have been contacted directly by Your Floor Store regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

Hello, the [redacted] called me the day I made the complaint, around 5:15 pm, to come and replace one board not the entire floor he stated the report he received from the manufacturer pretty much always blame the installers and not the product for defects He said [redacted] (his son) was coming to replace one board not the whole or section of flooring [redacted] did come 4-*-15 and did not replace the flooring or board, but glued it again Iam hesitant to say the problem is corrected because the floor has been glued multiple times in the past, as I have stated in my original complaint. regards, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Your Floor Store regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The Floor Store did contact me as I had previously stated in my last response, but they did not replace me floor, they glued it again. It has not moved, but Iam not convinced that it will hold up. Therefore, I cannot say my issue has been fully resolved until I am assured my floor does not come apart again since it is only glued together.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,