Complaints

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• Initial Complaint

  Date:13/03/2023

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered flooring from NuFloors on Oct 31, 2022 with a $13,000 deposit. I had been dealing with them since June of the same year trying to decide on flooring for my home. The reason for taking so long on the decision is that they have many samples for viewing that they are actually unable to get for their potential cus***ers. They claim that they are unaware of this until they call their suppliers. - There was a verbal agreement that this was supposed to be a "winter project" for my home as i want to renovate my living room and stair well. - I have not signed anything or have been told that this is non refundable deposit - I was told it would take 6-8 weeks for the materials to arrive and that a late December/early January install was to be expected. - I have received no correspondence from them since early January when they said they will be sending an installer to the home for an assessment. I asked why this was needed as there was an estimator in to look at the job in the early fall of last year. Their reasoning was that they need to make sure the installer was comfortable in taking the job. In my opinion this should be done before a deposit is made. They came on Jan 25, and i have not been contacted since then. - The execution of this project has been handled very poorly since the beginning in my opinion and I have lost confidence in NuFloors being able to carry this out efficiently. - I am essentially looking for a full refund on my deposit because it has been almost five months since I put down my deposit. Also, as stated, this was supposed to be a "winter project" and now that spring is upon us, i have other things and responsibilities that need attending to.

  Business Response

  Date: 14/03/2023

  Hi ***

  First I must say that I apologize if you feel that we don't appreciate your business or prioritize you as a customer.  That is exactly the opposite.  You are right, the installer that I had intended on sending to your home took a contract in BC as work did slow down significantly between here and Edmonton.  That was not the case when we special ordered this product and committed to your project.  I was left to source another installer in town that would do your job with the level of expertise that we expect from an experienced trades person.  We do strive to give our clients the installation they deserve and our standards are quite high.

  I sent ****** to the house to meet with you and go over everything so that he would be comfortable he could meet your expectations, understand the scope of work, double check what we needed for nosings as now they are being custom made per our agreement and are more expensive.  He was also to discuss scheduling.  I followed up with him afterwards and in fact he just came in last week and had a meeting with me regarding your job.  He said everything went well and he had time in April to do this work.  It was my understanding this was all conveyed to you when he met you at the home.

  I should have followed up with you as well after he came in, but when I questioned him how the meeting with you went he said it was great! Since ****** has been to your home we have acquired another hardwood team who also does excellent work.  I did not think of asking them to do your job quicker than ****** could as he had already met you and gone over everything.

  I did expect it was disappointing to have to wait longer than expected, but there was nothing in my conversation with ****** that led me to believe that other than a delay in schedule you were so upset that you would contact the ****** ******** ******.  You have my email and my cell phone number.  I really wish you had contacted me directly but can understand your frustration.  I have contacted ****** to see if there is anything he can do about moving up the installation.

  If you want I can contact the other hardwood team and it can be done a bit sooner.  I will just compensate ****** for his time.

  Thank you.

  ***** ******
  

  Customer Answer

  Date: 16/03/2023

  Hi *****,

   

  I will start by saying that I am sorry for going directly to the ***, that was not my intent. I was looking to get some direction from them to see where I stood and what kind of path forward would be appropriate to take. I thought they would contact me to get some more context on the situation instead of just forwarding the grievance directly. I do apologize. 

   

  From my perspective this has not gone well. I started coming down to NuFloors back in June with hopes of having the flooring done, rooms painted and new furniture bought some time in the fall or early winter. Obviously none of those things have been accomplished as I was waiting on the flooring. 

   

  Yes, ****** was here and did an assessment but that was on June 25. From my experience when he was here he was apprehensive and less than excited about some of the details of the job and did not actually commit to the job. As he was leaving he gave me his card and said “I’ll be in touch”, but as time went on, with no contact from him or NuFloors it became clearer and clearer that he was not interested. I did intend on waiting until the end of March as that would mark five months since the flooring was ordered (October 31st) and two months (Jan 25th) since ****** was at my house. 

   

  Ultimately my take on this job now is that I have unfortunately lost confidence in the execution of it as the timeline has taken way too long. The flooring was ordered Oct 31st and we are no closer to an install than we were then. The last time I was talking to you I was under the understanding that an install in the beginning of February would be totally possible and then ****** came and said we were looking at April. When we were trying to pick the materials for my living room I said on multiple occasions that this was supposed to be a “winter project” where the flooring was the main thing I wanted done before I did any painting or bought any furniture. Obviously, you’re not to blame for the painting or furniture not being done but I’m sure you can appreciate the sequence of events I would have liked to follow. Although it may not look like it outside today, spring will be shortly upon us and I have other obligations and things that need to be attended to. Having my living room torn apart for two weeks just isn’t a possibility in the foreseeable future. 

   

  As stated, we are going on five months since I put down a $13,000 deposit on the materials which I now regret. I would appreciate a full refund on the deposit as the timeframe has just taken to long and I have lost confidence in this project being completed efficiently and satisfactorily. Also, my window for having this completed is now up as well and ultimately I am dissatisfied with the service I have received considering I have been dealing with you folks since June of 2022. 

   

  I’m sorry it’s gone this way but sometimes these things happen. Please let me know when I can come down to receive my refund. 

   

  Regards, 

  *** *****