Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/07/2022

  Type:Sales and Advertising 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 called Alberta First Flooring to buy hardwood for my second floor to match my main floor. I gave ***** the information of the brand/size/color. She confirmed that it was available. Their estimator came to measure and look at the wood I wanted to match. He took pictures of my floor and the leftover boxes I had. They provided me a quotation for over $18K After contemplating, I proceeded with the order. I assumed that the product on the order sheet was what I had asked for. The wood took 3 weeks to arrive, and before it arrived, the owner contacted me and said they forgot to include something on the quote and I owed them close to $1000. I paid $9500 prior to them placing the order. When the wood was ready to install, I asked them about vents (which were included in other quotes I had received from other flooring companies. I was told that would be another $800. I let it go because I didn’t feel I had a choice as they already had my money. After the first day of installation, I discovered the wood was not what I had asked for in size and color. They wrote down the wrong product on their order. Since I am not a flooring expert, I trusted that they were ordering the right material. I contacted the owner and she was not sympathetic, and actually implied that it was my fault. I didn’t take this purchase lightly and was absolutely devastated. One representative from the company came out, and said they would make things right. I tried to compromise and said maybe they could do the staircase in the proper product, but that they made an error and I was not okay paying 100% for something I didn’t want. The owner said she wanted to make things right, she sent me an invoice with a $500 discount, and instructions to send another $4000, and $6000 on completion. I paid my original deposit according to the contract. My house is torn apart, I have 3 children, and I have been left with a huge mess. When I tried to tried come to a compromise, the owner hung up on me. I am out $10K

  Business Response

  Date: 07/07/2022

  Tell us why here...

   

   

  Good afternoon, thank you for your feedback.
  
  We are disappointed to hear about your dissatisfaction and are happy that we are working with you to complete the installation.
  
  We quoted you through email with product and installation details, you responded with a deposit, which confirmed the information was correct.
  
  Once we understood the capacity of your dissatisfaction, *****, our main installer, offered you a solution of completing the job with the product we originally ordered with confirmation, and delivered monetary relief to your overall installation cost.
  Our team is currently working with you to complete a beautiful installation to achieve quality results .
  
  Again, we appreciate your feedback.