Complaints

This profile includes complaints for Golden Trim FloorHouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Golden Trim FloorHouse

  103 11400 Bridgeport Rd Richmond, BC V6X 1T2

  
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  Golden Trim FloorHouse

  2853 Douglas Rd Burnaby, BC V5C 6H2

  

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:04/10/2024

  Type:Product 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.

  In the month of May, we have purchased flooring from GoldenTrim Floorhouse from the salesperson ***** ** and installed by their appointed worker *** ***. Their flooring does not match the quality of their description and the price for installation by their appointed worker *** *** was suddenly raised during the process of installing which was in other words, forcibly collected in order for them to finish the work. Also, during the process of installing, a lot of mandatory fees were added upon which was not notified beforehand. Due to the poor quality of flooring, the procedure had to involve heavy duty gluing when it was described at first to be a locked in flooring which does not need any form of gluing before purchase. The heavy duty gluing fee was also collected with the threat of having a half finished flooring if not paid. They are forcibly informing clients to discontinue the installation of the flooring if refusing to pay extra fees. Moreover, the sample of the flooring provided by the salesperson ***** ** has a very big difference than the actual flooring provided, in looks and also quality wise. We hope to seek justice in this situation as this experience should not happen to anyone living in **.

  

  Business Response

  Date: 24/10/2024

  ***** **** came to Golden Trim to purchase laminate in May 2024. She was referred to by her installer who has an account at ****************** Trim.  Her installer was unable to do the job as he did not have *** insurance coverage, so ***** asked us to refer an installer, and we referred *** *** who is our long-term customer with ************* coverage. We regularly refer *** *** for installations because he has a good reputation and high customer satisfaction;he is not employed by Golden Trim.
  
  There was NO fee collection with the threat of having a half-finished floor, nor were there hidden fees that were not agreed to beforehand. When ***** **** was making the flooring purchase in May 2024, she described her subfloor as being uneven and their previous floor making noise. Golden Trim salesperson ***** ** therefore recommended subfloor levelling to avoid the same problem although it would cost more, and ***** agreed to hire *** *** to do so before installing the floor. This would be required to ensure good performance of any floating floor installation. The customer also explained that her previous flooring was installed after being claimed under insurance for water damage. ***** suggested the installer could use T&G glue applied to the flooring joints during installation for extra protection from excessive moisture, and ***** agreed to use the glue. All these additional steps and their associated costs for the flooring and installation were agreed to by the customer ***** ****.
  
  The flooring installed is a high quality, German-made laminate. We stand by the quality of our product; the subfloor levelling and T&G glue were recommended because of the customers previous experience with water damage and noise issues, NOT because the flooring being installed was inferior in any way.
  ***** called Golden Trim on July 18th to complain about the installation done by *** ***. Golden Trim tried to arrange for ******** our customer service manager and a certified flooring inspector to visit the jobsite in August to probe the issue and help find a solution. The customer said they were unavailable at that time. We asked her to call back, to arrange another time, and she did not. We have attempted to contact her multiple times to arrange another date for a jobsite visit, but she has not answered our phone calls.
  
  We consider ***** Chens statement to be misinformed and, in some elements, completely false to the true events of the purchasing and installation of her flooring. 

  Customer Answer

  Date: 28/10/2024

   
  Complaint: 22372515
  
  I am rejecting this response because:golden trim flooring has not contacted me regarding this complaint filed against them instead they had someone from *** surface company to resolve the situation. They have insisted on scheduling for a floor inspection but in my opinion I would like it to be a unbiased association for more accurate and fair conclusion so I requested to be inspected by a b.c floor covering association since it is the only licensed association for floor inspection in b.c but they turned down this suggestion without giving any explanations. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 31/10/2024

  We remain involved in the complaint as ***** **** has raised concerns about the quality of the flooring, and we desire to maintain strong customer service to ensure the product we sell is reliable and satisfactory. Because the quality of the floor has been called into question, we have attempted to maintain contact by involving the distributor of the flooring, ETM Distribution. As part of the process to try and provide assistance, ******** our customer service manager has been attempting to arrange a site visit, but the customer has been unwilling to speak on the phone with her. Although we have received some information about the reported issues from the customer ***** and the installer **** our typical process is to require a site visit to accurately assess and recommend further action. This appointment is not to be a certified inspection,but rather a visit supported by the distributor for the purpose of finding more information, so that we might have a more informed position to provide help. 
  
  Contrary to Julies statement concerning a licensed floor inspection, Golden Trim sales staff have explicitly suggested and supported getting a third-party certified floor inspection to provide an assessment of the reported issues. We strongly recommend this action to provide an unbiased report of the situation, and we would recommend it again after a site visit if there was no simple resolution to suggest.
  
  As a reminder from our previous response, Golden Trim has been in contact with both the installer *** *** and the customer ***** **** since the issue was reported back in July. Although *** *** is not employed by Golden Trim Flooring and we do not take responsibility for any complaints related to the installation of the flooring, we have maintained communications in the effort to assist as best we can. *** informed us he has offered to perform repairs on the flooring to try and amend the issues raised by the customer and has alternatively offered $1000 compensation if the customer would rather go to someone else for the work. Both offers have been refused by the customer. Our customer service manager ******** remains involved in a concerted effort to aid through our typical claims process. 

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22372515
  
  I am rejecting this response because: there was no response received from golden trims, they have not taken any initiative to solve the situation and has not reached out to me via email after I contacted them via phone to have emails received regarding the complaint filed here in BBB. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 13/11/2024

  Hi *****,
  
  Our Sales ****** ***** called today while you didn't replied. She had left a message for you and  your daughter called back and told her that you refused communication by phone phone and you only wanted to go through email. We wanted to speak to you and explained that we were willing to pay for the inspection through the *****.  There is 2 ways to do this:
  1)if you want to order the inspection yourself, you can do this but the fee needs to be paid prior to them arranging the inspector. Then we can reimburse you. or
  2)we can order the inspection and pay for it first then an inspector will contact you to make an appointment.
  Just for your information, when the inspection is ordered on line and paid in full,that is when the inspector will be chosen. You can not choose an inspector so it will be a true 3rd party inspection either way you choose to do this.
  
  Please advise what you would like to do.

  Customer Answer

  Date: 16/11/2024

   
  Complaint: 22372515
  
  I am rejecting this response because: As I have stated in the last response, we will only accept the third party of **** inspection. We definitely will  not be accepting having to pay in advance and requesting for a reimbursement as I believe this would be great risk according to what happened last time. When my daughter called in it seems like the sales ***** could not really understand and cannot be able to communicate in English, instead of continuing the conversation, she keeps insisting to transfer the call to ******** while I have already contacted ******** prior last week in which made me feel pushed away. I did request everything to be sent via email but it seems she has no intention on taking initiative to solve the problem since I did not receive any responses via email from them and in the phone call, she doesnt even bother to pull up my email address which I have already given to them last week and has responded to the confirmation email. Instead she just tried to end the conversation as soon as possible by reading out their email address and demanding me to email them again. I dont think this is the attitude to solve the situation. I have no means for the situation to be escalated but I do wish there could be a solution as soon as possible which is just the compensation for the extra money I have paid for their appointed worker *** ***. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 26/11/2024

  Hello,this is ******* ***, the General Manager of Golden Trim. I will take over your case and will be responding to and assisting with any further communication. We will continue to respond through BBB to any complaints received to keep transparency, but you can also contact me at my email address, *********************************** as needed.
  
  Regarding the inspection request, we will arrange an inspection with ***** inspection services, if that is how you would like to proceed. We can arrange and pay for the ***** inspection and request that they send the report to both of us. ***** is an unbiased service that allows any party involved to contact them and request inspection results once available. You can see the explanation of their inspection process here: *********************************************.
  
  The normal procedure is as follows:
  A request is filled out and submitted with all the information: site address, homeowner information, and all of the product information.
  They will send the commissioning party a quote/invoice to be paid prior to inspection.
  Once paid, the inspector will call the homeowner to make an appointment.
  The inspection is done.
  Once inspected, a report will be written up and submitted to the commissioning party. We will request that a report is also sent to you, the homeowner.
  Golden Trim will honor the results of the inspection.
  
  Your information will be provided to ***** and they will contact you shortly to arrange for an on-site inspection.
  Please do not hesitate to contact me if you have any questions. Thank you.
  
  
  
  Best regards,
  
  ******* ***
  General Manager

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 22372515
  
  I am rejecting this response because: As for right now, *** *** has contacted us and admitted to his mistakes in the installation process, the poor quality of work done and has agreed on compensation. Since he is the appointed worker referred by golden trims salesperson *****, we would like this case to be concluded overall by compensation. As there was already misleading processes during the time when the flooring was done by appointing a worker to us we would not like to proceed on extra processes like floor inspections that may result in another dispute. The best way to conclude this case is to have an overall compensation regarding the flooring that was done and as for us, we will take our own actions to fix the flooring issues so that there are no more disputes towards this matter. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/12/2024

  Hi *****,

  I have already ordered an inspection through the ***** upon your request, noted in your BBB response on November 19th, 2024.

  Regarding the Compensation, we will compensate according to the inspection result recommendations.  As my understanding, *** did not contact you after you refuse him to go back to address the problem.
  
  
  Trust everything is clear.

  Customer Answer

  Date: 13/12/2024

   
  Complaint: 22372515
  
  I am rejecting this response because:

  The date that was scheduled was not negotiated or discussed prior, nor confirmed with me if whether Im available or not. I think there is a lack of respect in the way of handling this matter. Just as I have stated, the installation fee by golden trims appointed worker should be refunded which is amounting to $6059.90. Afterwards, **** can be arranged for inspection towards the dispute of the quality of flooring provided by golden trim. Since ***** **, the salesperson, had arranged *** *** and she is hired under Golden trims I think this should be held responsible by her company. If there are collusions towards this matter it should be investigated internally by golden trim and not having the consumers to pay for their mistakes. If our opinions cannot compromise, Im afraid this case would not going anywhere and we would only be left to the choice of reflecting this in BBB which may lead to affecting the reputation of this company. 
  
  Sincerely,
  
  ***** ****