Complaints

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• Initial Complaint

  Date:04/03/2024

  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.

  On Feb. 25, 2020 my wife and I ordered some new flooring and installation from End if the Roll Chilliwack. The flooring was installed in mid March 2020. The floor we purchased included a 25 year residential warranty. Our first warranty repair was done in mid Dec. 2020. The second warranty repair was done early June 2021. Our third attempt at repairs was requested mid Jan. 2022. Four inspections of this recurring problem have taken place on Feb 2 2022, April 3 2022, April 30 2022, and Oct. 18 2023. Several e-mails sent to End of the Roll, three in person visits to the store, and countless phone calls to try to resolve what we now consider a defective floor. On Jan 2 0f 2024 we have initiated a escalated claim through the manufacturer of this floor, ******* Floors of ********. Since then we have received two phone calls about 5 weeks apart stating that we are working on this but we still have np resolution or indication of one. We feel we have given thus company every opportunity to rectify this snd have never even been informed of any of the results of the many inspections. Please help us resolve this!

  Business Response

  Date: 29/03/2024

  Once the customer purchases the ********************, we offer them the choice of using a recommended installer, which in this case is Windmill Flooring. It is ultimately up to the customer how they would like to go about installation as we have some clients who prefer to use their own contractor or DIY their flooring. However, if the customer, as in this case, decides to go ahead with a recommended installer, its clear that all labour is through ****************************** as is all invoicing, and that we take no part in the installation process. Additionally, no revenue is generated by our store from the installation.
  We understand the customers frustration with the installation and have done everything in our power to help rectify the issue that came from a poor installation job. Weve followed up with Windmill Flooring on multiple occasions to get the issue fixed but ultimately are limited on what we can do. They are not a part of End Of The Roll Flooring Centres and as the issue is not from the floors themselves but from how they have been installed, we cannot push them to work on installations/repair. Furthermore, we have cut ties with this installation company, in part, due to these issues. 
  In the early part of this year the customer raised concerns that it might be a manufacturing issue. Although we know its not the case, we are trying to help, so we took the customer's issues directly to ******* ********************** (the manufacturer). We have been in contact with ******* Floors and received a similar answer, that the issue that has arisen came from the labour and installation and are not from the manufacturer. They are also providing official documentation on the reasoning why its not a manufacturing defect.
  We have been consistent in our approach with the customer and are continuing to look for a solution to the installation issue. We have once again reached out to Windmill Flooring Installation, and theyve expressed willingness to revisit the issue and I believe they are reaching out to the consumer. 
  However, we believe the claim should be against the installation company, not the retailer.
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21373618
  
  I am rejecting this response because:

  We are not accepting the End of the Roll's explanation or solution to our concerns. Their response is merely passing the buck after three years of problems with our flooring. We wish to respond to their reply to our complaint.
  First we were not offered a choice of installation methods, we have done many home renos over our lifetimes and in this case we wanted our flooring to be installed by a professional. This is why our very first quote was for an installed price. We did not chose the installer, the installer was an End of the Roll recommended installer. End of the Roll contacted them, we did not. We do not see the relevance to the comments that they do not make any money from installations nor do they currently recommend Windmill Flooring. They are claiming that they have done everything in their power to resolve the issue but we see no evidence that anything has been done on our behalf. We were the ones who contacted the manufacturer in January of 2024 after over two years of no solution from End of the Roll. Our floor was inspected by the installer three times, by ******** once, and finally after two plus years End of the Roll inspected it. ******* flooring has never inspected our floor so we are puzzled as to how they can claim its not a defective product. They never looked at it! End of the Roll stated that ******* was reporting to us why this issue is installer responsibility. This is the first time this was ever been mentioned after five inspections and we had to file a complaint to get that response. We still have not seen their justification and no written documentation.
  
  
  One true statement in their response is that they have been consistent in their approach with us. That is very true they have continually ignored our phone calls, voicemails,and emails.
  
  
  .The other true comment is that we are frustrated. All we wanted was an attractive, reliable, and affordable floor in what was at the time our new home.
  
  Sincerely,
  
  Mic ********