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Business Profile

Floor Coverings

End of the Roll

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Coverings.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    *** ***** **** ******** ** **** ******** *** *********** when I inquired about installer amount and factual behaviour from installer. ***** ******** ******* **** the installer for this business is contracted *** *** ***** ********* ** would work for 20 minutes then go outside for 40 minutes ******** *********** ************ **** ******** ****** ** ******** ************ **** ** * **** ******* ***** *** **** **********.I spoke with the Head office ******* did nothing to resolve just kept saying each store is independant ******** ***** Tried to have extra charges to move furniture ******** **** no where was that documented.

    Business Response

    Date: 12/03/2024

    At the time of writing the work order on Dec 28 2023 it was discussed with ** **** **** about the moving of furniture. And ** **** decided that he will be moving the furniture himself so we never discussed the price. If you look at the work order provided to ** ****, it is mentioned there that we will be only installing the vinyl flooring and the base and it was ** ****'s responsibility to move the furniture. We also discussed the timeline to complete the installation and ** **** was told Installation will be done in a day and half and the second day before 1 pm.

    Job was completed within the guaranteed timeline even though the installer was on the phone on a second day for 20-30 mins as there was a family emergency. *********** ***** ******* ***** **** *** *** ***** *** * **** **** *** ******* ** **** called in store and was not happy about the situation, * ***** ** **** *** **** ******** *** told him I will talk to the Installer Right away. Head Office also called in store to check what is going on here and I explain it to them as well that we are completing the Job well before the time and Installer Had to be on the phone for 20-30 mins as it was a family Emergency. I would also like to mention that Installer was in his Van all this time while on the phone as well and not at ** ****'s house.

    Moving furniture was out of scope of installation as discussed with ** **** so there was an extra charge  which was explained to him by the Installer . And the charges given were beyond the industry standard charges for moving furniture. Installer has a registered business in Ontario and has up to date WSIB and HST.

     

    Both myself and the Installer tried to explain *** ******** *** ** *** **** ********** ** ****. As this is a Franchise, we are not even answerable to our customers but also answerable to the Head Office and we try our best to provide the best customer service to our customers. 

     

    Customer Answer

    Date: 15/03/2024


    Complaint: ********

    I am rejecting this response ******** **** ** ****** *** **** ******** ** *** ***** *********** *** ***** **** *** *** *** ** **** ** **** *** ******** ** * ****** ** **** * **** * ****** ** ***** **** ** * ***** ** *** ****** *** ****** ** ***** **** ***** **** ******* ** * *****

    Sincerely,

    **** ****

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