ComplaintsforTim Hogan's Carpet & Floors

• Initial Complaint

  11/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The company put a hole in a wall that damaged a pipe and the flooring. They paid to replace the flooring and the damage to the pipe. They had the installers come back and put new flooring down but it came up on the edges. They had installers come out again and repeat the same thing but the floor came up again. Weve been working with the owner to get this resolved but were have out of again and again. Weve been told, by the owner, the floor was installed incorrectly and lastly that he was asking the floor maker to pay to replace it. Were spent almost ****** dollars and expect to have this taken care of and better service and communication. Using the BBB is a last resort before seeking legal advice. We dont know what else to do as we just keep getting putting off again and again.

  Business response

  11/27/2023

  The floor was inspected on 11-28-23. This is manufacturer issue and a claim has been filed with the manufacturer Engineered Floors. It will take two to three weeks for them to respond. 
  We warrant the installation and the manufacturer warrants the product.I will keep them informed of the progress. 

   

  Customer response

  12/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

  -, ** 38135

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Issue and Dates : I purchased hardwood flooring on September 30th after being assured it would match my existing flooring as much as possible. I was first told that the wood would arrive in a few weeks, but I was called on Saturday, October 9th and informed the wood had arrived and would be delivered. I was called back later on that afternoon saying they made a mistake and that they had been confused and the wood had NOT arrived yet, but would be in later on that same week. The flooring was partially installed on Tuesday, October 12th and I was told they would be back the next day to finish, but no one came back. I also noticed that the flooring was not the same texture as mine, which had more sheen. I called the company and asked to speak with my original sales representative and told him that the new flooring had less sheen and asked how they could fix it. He responded back the next day saying he would take a look at options and let me know. I called the next week, on Monday, October 18th and was told the remaining pieces had to be ordered and would arrive in the next week or so. I called my sales rep directly on October 20th regarding the flooring texture issue and asked for the status of the order. He advised me to text him pictures of the 2 different flooring types and said he would check on options to get them to match. He also said the order would be in soon and he would accompany the installers when they came to my home to try something to address the lack of sheen on the installed flooring. I had not heard anything the following week, so I called again in October 25th and was told the order would be in on Friday, October 29th. The installers did arrive on October 29th, but my sales rep was not with them. I called him directly and asked when he would be there and he said he was on his way. He arrived shortly after and brought a bottle of sheen stating that it would add sheen to the flooring. He applied it to one spot on the floor and told me to wait a few days to see if it matched. The installers were still missing 3 more pieces of the border for the flooring, so my sales rep said they would have to order 3 more pieces and come back out. I texted my sales rep on Monday, November 1st and told him that the sheen did not match well, so he advised me to apply another coat, which I did. It was still not glossy enough to match and he said he would work on a solution and get back to me. I did not receive any response, so I texted my sales rep again on Friday, November 5th, inquiring when the remaining flooring would be installed. He responded back stating the order had an ETA for the middle of the next week and I asked him if they also planned to apply the sheen to the flooring. HE said there was a misunderstanding and they would NOT be applying the sheen, so I asked why he wanted me to test the bottle he brought. He said that was just a way of showing that I had other options to make it match, which was not what he originally advised me when I bought the flooring in the first place. He said they would "do their very best to make the floor match my existing floor", which was clerning not the case, since he was advising me to apply the sheen coating myself. I did not appreciate that miscommunication, but I said fine and would wait until the next installation occurred. I texted him again on November 11th, but I did not get a response back from him. I waited another week and a half before texting him again, which was on November 22nd. He finally responded and said they he should get someone over to my home the next day. I thanked him and explained I just wanted to get the job complete. The installers came out the next day, November 23rd, and installed one of the missing peices. They went out to the truck and came back on the phone with their boss. They handed me the phone and their boss advised that they were missing the last 2 peices from the order, so they would have to get them out to me the next day, November 24th. I was geinuely speechless and texted my sales rep what had happened. He called me and confirmed that all 3 peices were on the truck when the installers were sent out, so he was very confused with the situation. He said he would call the installers and find out what was going on. I did not hear anything back that day and did not hear anything for the rest of the week. I was finally fet up with the entire process that has been ongoing for over 3 months now, so I called the business on Monday, November 29th an asked to speak with the manager. I spoke with *****, the manager, and explained my frustrations with the overall installation process. I told him that I was assured the last 3 peices would be installed last week but 2 of the peices were missing. He apologized and explained that the missing peices "fell off the truck" which is why they were not installed. I expressed my frustration and asked what he was going to do to get the last 2 peices installed so we could be finished with the job. He said he would find out when they could get the last 2 peices installed and would call me back. As of today, December 1st, I still have not heard anything from them and I do not know if or when they plan to finish the floor installation. I called the BBB line and was told to email this information over to get this addressed.

  Business response

  01/03/2022

  Consumer Response /* (2000, 5, 2021/12/20) */ The company reached out to me and got the job completed. They expressed their disagreement with my complaint and also told me it was not valid, which I assume all companies probably do. I told them I was honest about the expectations they created for the work and those expectations were not met. They disagreed, so we did not discuss the matter further. They sent someone out on Friday and the job was completed. I am still unsatisfied with the work, but at least what I paid for is now complete. I hope this goes on their company record so no one else has this same mistake occur. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩