ComplaintsforFlooring America

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2011 we spent $12,760 to place tile and flooring. Apparently the tile was incorrectly place on top of linoleum floor instead of linoleum being removed. Glue is not adhering anymore, tile is crunching underneath, representative said eventually it will shift and crack. Other area of house has original tile that is 22 years old is still good…correctly placed. We reached out to Flooring America, everyone very pleasant and helpful, but we are not satisfied with the discount they offered to have effective tile replaced in two rooms. Our estimate was $5,560 , minus $1,000 as discount. First complaint..we should not have to replace that tile..second..we are retired, on a fixed income. Only one year warranty for labor, but Terms and Conditions under #8 warranty states”the liability of the Seller for first quality merchandise found to be defective or flawed is hereby limited to the replacement or correction of said defective merchandise AND/OR INSTALLATION and no other claim or demands whatsoever shall be allowed by Seller.” Does this mean incorrect installation should be corrected and merchandise replaced. It has been a few years, but it should never have to be replaced , except now for incorrect installation causing the floor to eventually crack apart.

  Business response

  07/05/2022

  We appreciate *** *** **** ***** returning to our company for their new flooring 11 years after the installation.  The tile flooring was installed over sheet vinyl which is an appropriate and acceptable substrate according to manufacturers guidelines and one that is recognized industry-wide.  We provide the customer with a one-year labor warranty giving them the confidence that should there be installation concerns during that year, we will address them and make any necessary repairs.  We have not been made aware of any concerns until now.  Please note that during the past 11 years, the customer could have had moisture issues, water intrusion, foundation issues or other types of underlying factors which could have an effect on their flooring.  Because the customer is a repeat and loyal customer, we wanted to express our appreciation to them by offering them a $1,000 discount towards their new purchase of flooring.  This offer still stands if the customer would allow us to assist them with their new selections.

  Customer response

  07/06/2022

  ** * ********** ************ **** *** **** we have had zero water issues concerning inside our residence at ***** ********** ******
  The one (1) year warranty on installation is a bogus representation as we, like others, would have no insight into the installation of tile on any surface. In my opinion, the installers were cutting corners to complete their work. There is no other excuse for Flooring America to use as this is a clear example of an improper installation and/or adhesive product applied without any mesh support (see link provided in other commentary) as mentioned previously.
  In conclusion, we reject Flooring America's rebuttal as if the installation of the product had any supervision to what the installers were not doing properly, we would not be involved in this matter, including the 11 years post installation and without any water issues as they tried to imply.
  Respect submitted,
  
  ******* ** ***** ***** ********** ***** ************* *** ***** ************ 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were promised flooring to be delivered within a week which turned into multiple weeks. When we requested a flooring that was in stock, we were shown a product to our liking on the phone but when delivered was totally opposite of what we looked at. We requested a refund but 25% of our refund was held back for what the store termed a "restocking fee." That fee was well over $1,000 being withheld when we never received any product and the flooring they brought was taken right back to the store. The store manager refuses to refund the remaining amount of our deposit and we are considering legal action against them. That store manager is **** ******** Store associate ******** ******* was extremely rude to **** ******* and store owner ****** ******* *efused to return a phone call in an attempt to resolve this issue.

  Business response

  12/21/2021

  Shipping from the manufacturer created the delay on the customer's original product which they were made aware.  The manufacturer delayed it again by one week and it was suggested for the customer to reselect.  When the customer reselected their product, they were were asked to view the product in person at our location and they declined. The Sales Manager then offered to bring the sample to the customer's home and they again declined. We scheduled the installation to take place within 24 hours of their reselection. They turned away the installers and requested to cancel the order. The customer agreed to the restocking fee that was presented and that is on the back of the full service contract they signed and their refund was processed immediately that same day. The sales associate, ******** *******,  is one of upstanding character and would not use foul language in front of a lady. As the owner, I have not received a phone call from Mr. or **** *******. If I had, I assure you a return call would have been placed.

  Business response

  01/25/2022

  We understand that *** ******* is unhappy with his contractual agreement and has moved forward with purchase of his flooring from another company.  

  Customer response

  01/26/2022

     ********** ******** 

  I am rejecting this response because:

  I am still owed $1,181 from Flooring America for an unauthorized partial holding of a deposit for flooring that was neither installed or delivered.
  

  Regards,

  ****** *******

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