Complaints

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• Initial Complaint

  Date:10/04/2024

  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.

  Selected an engineered hardwood floor (****************** from Divine Flooring) from Moore Flooring + Design in ********* ON. Salesperson assured me it would be fine for a kitchen because if any boards got damaged it was easy to pull them out and replace them. With this in mind I purchased an extra box "just in case". The sample of the flooring was not ****** rough or unusual in texture for a wood floor. It did not cause splinters if you ran your hand or sock over it. The installers from Moore's had laid one room out of three when I got home from work on Feb 16 and we noticed that some of the boards were varying heights and that many of them splintered into your socks when you walked on them. Our contractor expressed concern over the floor at this point as well as he had noticed the splintering. There were other issues as outlined below- corners of boards broken off, edges mismatched, edges dipped in acrylic of a totally different colour, etc. The "feel" of the surface is very different from the sample. **** Moore came out and assured us it would be simple to swap out boards that were a problem. He acknowledged that the flooring had some issues. When they tried to swap the boards out the subfloor was being destroyed and the installers told me if we continued on we would need an entirely new subfloor as original was glued down to it and wasn't coming off without tearing it up. **** then had his friend (introduced as "his old ****** from Divine flooring come out to loudly repeat over and over that the floor "meets minimum standards". I don't see how minimum standards include flooring that literally leaves splinters in your feet on a regular basis. He warned us that "his inspector would have no problem with the floor". I feel taken advantage of by both Divine flooring for making such an inferior product and not standing behind it, and for Moore flooring for making this simple renovation into an ongoing nightmare. Pictures below.

  Business Response

  Date: 01/05/2024

  Below is our response to the claim:

  The client called the showroom on the 16th and was concerned about her floor. At that
  point, **** Moore contacted her and set an appointment to come out on Monday the 19th. I looked
  at the floor, and there was two specific boards that she was not happy with so **** agreed to
  replace them.
  She messaged me back a couple of days later with more concerns about the floor so ****
  contacted our Divine rep and set up an appointment to visit the site with him on Feb 22.
  At the site visit ***** from Divine struggle to get a word in as the customer was very
  irate.
  At that point, **** let the customer know that he would be happy to do more board replacements if
  she felt that would make her happy with the floor. On Sunday the Feb 25 she messaged
  **** saying she wanted 20 boards removed out of the floor. We replaced 10 on Monday. but
  she was so unhappy with the boards available we had to stop.
  At that point, she told **** she was not going to pay for the balance of the bill because it
  is defective. I tried to explain to her that it was not.

  We hired an independent Inspector and below is his statee

  "MANUFACTURING ISSUES, SITE RELATED ISSUES, PERFORMANCE RELATED ISSUES AND
  INSTALLATION RELATED ISSUES
  Manufacturing issues -
  The manufacturer has already replaced the planks considered to have excessively large
  overwood

  
  Performance related issues -
  This style of wood does have a lot of natural characteristics and elevated grain that may
  catch some threads from socks

  
  Installation related issues -
  The installers did replace planks with overwood but there appears to be a couple more to
  replace.

  The nosing and transition at the entry needs to be replaced so that it is one continuous piece of similar cut.

  Conclusion -
  The flooring has been repaired and the customer continues to bring up the fact that they
  have had several problems with the installation.
  The remaining issues at hand are repairable such as the thresholds, nosing and a couple
  of planks. One plank was not flat and level at the threshold, one plank had some damage
  at the end and another plank had some odd grain that caught some fiber on a sock.
  I saw no manufacturing issues at the time of inspection."

   

  **** emailed the client for follow up on April 13th to send the crew back to complete the work and fix the issues minor issues highlighted by inspector. The client responded on April 16th to stop the project and send the invoice with the completed work to pay the balance. On April 19th, we sent the revised invoice after deducting the lines that were not complete. On April 23rd, The client called and paid the remaining balance. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21554431
  
  I am rejecting this response because: their reply is greatly edited as to what happened.  Their installation crew were unhappy with the replacement boards, and their independent inspector was also unhappy with them, he just left that out of his statement along with a few other facts.  I was not irate with the Divine rep- I simply asked him to stop talking over me and threatening me that the flooring world is small and he could get lots of people to come say the floor was fine.  I paid the bill not because I was please or satisfied but because every time their workers came into my home more damage was done and I ran out of days to be present for the work to be supervised.  I felt that we had to move on with our lives and get the work completed by someone we could trust- at this point it wasnt even about the money.  I didnt want them saying I was just trying to get a discount so I paid but my complaint still stands- not looking for money back, just registering my extreme disappointment with both the floor and how I was treated during the installation process and subsequent complications. 
  
  Sincerely,
  
  *************************