ComplaintsforBrian's Flooring and Design

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered flooring and paid-in-full, as required by this company, on May 13, 2023. The date of installation kept getting put off and finally began on July 24! The installers that had 27 years experience with engineered flooring that we were promised did not show. Another installation crew replaced them. We expressed our concerns to the project manager on day 1 when we realized the inexperience of the installers. The wood was not being placed in a random pattern, glue was being left on the floor and the short pieces of wood were being thrown away! The project manager texted that she did not need our input because the installers knew what they were doing! We have gone up the chain trying to get our floors completed and cleaned. There have been so many cleaners placed on the floor, the finish is dull, the wood is bubbling and splintering. ***** has been to our house on several occasions and recognized the problems right away. He himself said, I noticed when I walked in the door! We have given him ample time and opportunity to make this right! He continues to put us off because the inevitable is clear. We have had our lives on hold since May waiting on this floor. It has been an incredible inconvenience but, most of all, disheartening because we waited 26 years to be able to finally have hardwood floors. ***** has treated us as less-than-valuable to him and has conveyed that we should just be happy with the floor. We purchased new flooring, not flooring that has had its finish stripped and put through rigorous cleanings. This floor should have lasted us a lifetime, but is already compromised. ***** has been given many opportunities to make this right, but there is always something more important for him to take care of. I cannot think of anything more important than fulfilling a job that was paid for May 13. Thank you for your time. I look forward to hearing from you soon.

  Business response

  08/31/2023

  We here at Brians Flooring & Design hold our customers experience with us as our greatest priority, which is why the result of our recent experience with the Sharptons has concerned ** considerably. We take this complaint seriously and their degree of dissatisfaction with our company is disturbing. We whole-heartedly apologize for not meeting their expectations concerning their flooring installation and we are sorry for their unfavorable perception of how we have conducted our customer service and communication, seemingly from start to finish.
  
  To preface, the following points have all been documented and verified throughout the duration of working with the Sharptons.
  Their flooring product was ordered on May 13, 2023. On May 18, 2023, an installation date was scheduled for July 10, 2023. The product was to be delivered to Brians Flooring in June. On May 22, 2023, Brians was notified that the manufacturer did not have enough stocked product to fill their order and therefore would go into production at the mill and would more than likely be completed the end of June.  Brians immediately notified ******************** of this fact and was offered the opportunity to cancel the order or at least be refunded the service amount of the total balance and pay it at the completion of the job. He chose neither option. He and his wife decided they would stick to their original plan. On June 14, Brians received an eta for the product of June 30. On July 6, Brians informs the Sharptons that the product had not yet arrived and on July 7, once again Brians offered the Sharptons the opportunity for a full refund and cancellation, help in choosing another comparable product, or continue to wait. The Sharptons decided to wait and were given a $500.00 refund as a courtesy for their patience and dissatisfaction with the process.
  
  On July 10, the installation was set for July 24 July 28. The original crew scheduled for this job was not able to install due to them being on another project during this time. The Sharptons claim that the crew assigned to their install were inexperienced, however this is not factual.This crew has fifteen years of installation experience and is considered one of our companys top crews. Brians stands behind the skill and quality of each and every one of our installation crews.  Were there mistakes made? Yes.Were these initial errors addressed and corrected by the project and installation managers during the installation and post? Yes. Brians stands behind the fact that no less than six employees, not including the installation crew,at one time or another, gave their every effort to make this situation right for the Sharptons. Through means of phone conversations, emails, and consecutive daily home visits during the job, all persons involved tried their best at intentionally listening, dealing, and resolving various concerns throughout the experience with the Sharptons. Brians very much apologizes for the wood adhesive not being removed during the appropriate points within the installation. While working to remove the adhesive with various cleaners and on multiple days, our efforts and end result, which showed successful, remained unsatisfactory to the Sharptons. Therefore, on August 23, Brians offered the Sharptons a full refund and to pay and/or take-up the existing wood. The Sharptons agreed and did express satisfaction with the terms.
  
  In summation, Brians Flooring has learned several things from this experience and will make every effort to implement this education towards work within our future jobs. With this being said, an important point to remember for all businesses and customers alike; treat people the way you want to be treated. Talk to people the way you want to be talked to. We are all human beings not knowing what others may be going through in their minds and hearts. Assuming the worst of someone or something, slandering, name calling,falsifying circumstances, regretfully reacting, and dishonoring someone along with his or her family, is unacceptable behavior. Should customers have high expectations of the businesses they place their trust in? Absolutely. Is every customer always right? No. Is every company perfect? Absolutely not, but the best ones do strive to be. This doesnt mean that they wont fall short at times. Nor does it mean that they must roll over and accept irreverence from others. If you expect respect from others you must first learn to respect yourself. 

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