Complaints

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• Initial Complaint

  Date:24/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I had flooring out in by the Carpet Superstore in Red Deer Alberta 7 months ago. They left my house in shambles. Dings and scratches all over my walls . Baseboards put on backwards and missing. I called the ***** ****** to come and take a look at how my house was left. He told me his guys would not leave it like that. I told him I would not be paying him the rest of the money until it is fixed. He left my house saying “ see you in court” I ended up paying him but now 7 months later the whole floor is gapping. I’m assuming it wasn’t done properly considering how they left my home. The *****s solution is to put flooring on top of the flooring they laid creating another layer. I do not want this as I am told it will cause more problems in the future. I would like them replaced and redone. ******, the ***** is not giving me that option. He says floors on too creating another layer or nothing.

  

  Business Response

  Date: 29/11/2022

  Upon inspection of the homeowners walls it was apparent that the damage which was done to the walls happened a long time prior to our day of installation. There was an effort put forth to get  personelle there to fill spots in the wall not that our store takes any responsibility for this this was done as a good will , the customer was very angry with this response and asked that I would leave her home immediately! Regarding the gapping in the flooring we as a store are willing to upgrade the customer to a higher quality click vinyl plank at no additional cost to her the consumer, this is best solution to her particular situation and this has been done before by our store with great success 

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: 18460150
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ********* ******* 

   

   

  
  Regarding the walls, I have 3 witnesses that were in my home prior to the floors being installed, one of them being an installer of flooring, as I was going to get them done by him first but he had to cancel due to a family emergency. My walls and baseboards were intact before your installer started the job, and I have written statements from all 3 people. Your installer also lost several pieces of my baseboards and told me that I could pull my stove out and cut pieces from behind it to fill the pieces he misplaced. Your experienced installer arrived at my home with a strong scent of alcohol on his breath. With him was a young inexperienced man who seemed like it was his first day on the job. I was present in my home the entire time this job was being done and not once did your installer teach him hands on, but was giving direction from across the room. Did this young man have his certification to be installing flooring? You told me your installers did not leave my home like this, insinuating it was myself, and proceeded to tell me you would take me to court if I didn’t pay the remainder of the bill. This is when I asked you to leave my home. A week later I paid you in full even though there were missing baseboards and damaged walls. The job was not done properly, my entire floor is gapping, and your solution is to put new flooring on top of the existing vinyl, which will be a third layer. When I reached out to you over the phone, you told me you were going to get ahold of the manufacturer  to see if there was a defect. Your response was “We don’t know why this happened *********, we don’t know why people die in the hospital everyday, there’s just some things we don’t know.” This is what threw me off as I was expecting you to say there was a manufacturers defect in the flooring but your response suggests that the flooring was not installed properly. The one flooring installer agreed to come take a look at the job and pointed out that your installer did not leave an expansion gap. I have reached out to 3 flooring companies and they said this is not the proper way to proceed. I have also reached out to social media with my concerns and received replies from acquaintances/ installers. I have not gotten one response saying this is the right thing to do. Each and every one suggests that this is the easy way out for your business. This solution can cause damage in the future. Such as more gapping, adding more weight to a floor can cause stress on the floor joists, cause cracking in the foundation, etc. This will also cause a lip leading into each bedroom/bathrooms. 
  I am very grateful that you are going to proceed with new flooring, but I want it installed properly to avoid problems in the future. Replaced and reinstalled by an installer who is going to take the time to do a professional job. ( I do not want the same one doing the new floors) I didn’t pay to have 3 layers of flooring, I paid to have the job done properly. I trusted your company and was excited to have this done to my home but instead I feel as though I am being taken advantage of. 
  
  
  

  

  Business Response

  Date: 31/01/2023

  Please refer to the attached document.

  Customer Answer

  Date: 05/02/2023

  
  
  Complaint: 18460150
  
  
  
  I am rejecting this response because: *****’s response is false, I did not say I would agree to this. I emailed ***** January 6th/2023 to try to come up with a solution as I hadn't heard anything for a month. 
  I called the store because he did not reply to my email. 
  When we spoke I asked him why he couldn’t replace it to which he replied “ we will have to remove the subfloor”. I asked if he could reimburse  me, he said no. So he has left me with the only option of putting flooring over my existing flooring. If this is the only solution,  I want, in writing, that this will not effect the floor joists , there will be no lips going into each room, the colour needs to match what I currently have and that this will not cause problems to my home in the future.

  I would like a walk through of my home to explain what steps will be taken to fix this and I do not want the previous installer to do my floors again. 
  

  This is my home, I want to feel comfortable in it but I can’t my with my new floors gapping and my baseboards continuing to fall off the walls.

  Attached is the email I sent ***** on the 6th of January.

   

  Thank you for your time 

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

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