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:07/31/2024

  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.

  Twin Cities Floor installed the wrong flooring. *** misrepresented the floor being installed telling me it had no bevels. It did have bevels. *** told me he would remove the floor and give me a full reimbursement check. *** did not show to remove the floor. ***** later his wife ******* informed me over the phone *** the owner of the store was not authorized to give reimbursements. And she will not honor our agreement. Please refer to attachment of emails between myself and Twin Cites Floor Covering for specific timelines, details, picture, and discussion. I feel there is a pattern of dishonesty with Twin Cites Floor Covering.

  Business Response

  Date: 08/06/2024

  My name is ****** Schmidt. I am the majority owner of T. Schmidt **** DBA Twin Cities Floor Covering. Attached are the 

  Signed ************************;Contract with description of product

  Picture of Sample. Please note description on back of sample CLEARLY DISPLAYS & SAYS BEVELS (the reason for complaint) Her choice was Rigid Style

  Check Out Sheets for the MANY samples she checked out

  Invoice that was paid in full by ***************** with no complaints. When asked about the flooring he responded, "it looks great, I don't know what she's talking about". Nothing more was said about the bathroom flooring. There was a mix up in final payment, it was put to the wrong invoice but was corrected by ******* with no talk of refund.

  
  

  We have worked with ******* since Feb.2024 regarding flooring. The final flooring she choose for her bathroom was Mannington Adura Rigid Dune in Color Sand. When Contractor was just about done, she came in with "Oh I didn't realize it had Bevels"(Bevels are the grooves in between the planks that give a more realistic look). Never did she say stop like she claims otherwise the Contractor would've stopped. She even came in to finalize payment. After I had left for the day, she came in complaining saying the sample was deceiving & she didn't want ******. *** agreed to "make it right" NOT knowing she had signed a contract & told her we will mail a check next week. I talked to her 2 weeks later as we were out of state the following week (06/27/24). She demanded her money. I told her I would be willing to refund for Material ONLY as the flooring had already been installed. We went round & round. I ended the call with the understanding that we would get our material back & she would get a check for materials only $785.95. One of our contractors lives off the street their vacant house is at & as a favor volunteered to pick it up for us as it was in another city (We are in *********, house is in *******). She refused to let him have any access to the material. Contractor left. She is now demanding money she didn't spend. She is now requiring $10,214.98 WOW. Her invoice was for $1488.05. I don't what the additional $9K is for. I had originally offered a fair resolution to this issue, but she has made is impossible to deal with. She is unreasonable. The new Hard Surface Contractor that installed in the living areas walked off the job due to her indecisiveness. As a Good Faith ******** I was going to issue a partial refund, but ******* has harassed us by emails & phone calls. I am no longer going to issue any sort of refund. The material was left out in the elements & is no longer of any value nor will not hold up to install. Do you want flooring that was left in that condition? Contractor clearly stated that was not the tarp covering the material when he was there. He could see broken & cracked pieces. *********************** is not getting a refund. I have included attachments but not all the Emails. I am assuming she has included ALL of them.  I thank you for taking the time to try to resolve this issue. ****** Schmidt

  
  

  Customer Answer

  Date: 08/06/2024

  I am rejecting this response because:

  Dear *** and ******, Co-owners of Twin Cites Floor Coverings,
  Thank you for including pictures of the sample you have in store, it clearly shows one piece of flooring, it does Not show how they connect, the bevels or lack of bevels. I was told by *** on multiple occasions that this floor I chose did not have bevels; those dates included: Mar 29th when I took home the sample and choose it for my bathroom. May 21st-when paying for the flooring in person. June 3rd- day of install, I went to the store I spoke with ***, I picked up the sample and asked again if it had ******************** said no, I showed *** a picture of the bevel and he apologized, *** told me He would make it right, *** said the sample misrepresents the floor and he would call the representative of that flooring company. Also, June 14th, I spoke to *** in the store, *** told me I will come remove the flooring next week and my wife will send you a reimbursement check on Monday in the amount of $1,488.08 the full amount of material and install.  

  Let me correct you, as these statements are false.
  The invoice was paid in full by Me, ***********************; this job at hand was paid fully on May 22nd 2024, by me. The job was done June 3rd 2024.  Therefore, I also did not come in later to finalize the payment of this job. That quote you quoted from my husband is amiss.
  I am not requiring $10,214.98 The BBB forms asked how much money we have spent with you. That is the total. Unfortunately, you were hired to do our childrens bedroom (refer to attached email about that mistake) tile removal, baseboard etc.

  Your Contract refers to installing the flooring. It does not refer to the flooring being misrepresented by the store owner. *** sold the floor under false representation. *** gave his word to make it righton multiple occasions. *** said a full refund was coming. **** word has no bearing on the floors resale value! *** did not show up nor did anyone call during the schedule week he planned the removal. I paid a licensed contractor to carefully remove and stack the floor because *** wanted it.

  Again ******, (refer to original email attachments) you refer to The new Hard Surface Contractor you know nothing about? You are incorrect again!  Thats slander!  Consider being more professional

  I have not Harassed you we had 1 heated phone call, when I asked you to not yell at me (again refer to email attachment) and all communication since has been emails, all of which I have attached.

  You agreed via phone to send a check upon picking up the floor, when an unexpected man showed up to take the flooring, he did not have reimbursement check. Therefore, I asked him to return with the check as you said; (again details are in attachments).

  The attachment you included had many other customers names and phone numbers, please consider their privacy. 

  
  

  Business Response

  Date: 08/07/2024

  *******. I am done with your harassment. You signed a contract with YOUR choice of flooring. The sample (which you took home) CLEARLY read & shows BEVELS. Not our fault you didn't read or comprehended what that meant. I originally offered a VERY GOOD & FAIR amount which you ended up rejecting. That offer is no longer available. Please stop your harassment. I am no longer going to respond to your attempts to get attention. Good day, ******

  Customer Answer

  Date: 08/12/2024

  I am rejecting this response because:

  Dear Better Business Bureau,
  Thank you for looking into this issue and rating this business. I look forward to hearing from you.

  As you can see, the owner of Twin Cities Floor Covering, *** said; we will mail a check next week. *** was the person we worked with during our shopping experience, *** was our contact person.  With little to no direct contact with ****** except one (1) heated phone call, followed by emails regarding the refund. I did not reject her offer, as there was never a check in hand.

  I expect the full refund of $1,488.05 as quoted by *** the owner.

  Im very concerned for Future Customers. Future Customers should be warned that quotes and arrangements from the owner ***, can be voided by his wife. Thats unethical business practice.

  Its not Harassment when you owe someone money.   Please pay your bill.

  Example; If I had not paid my bill to you, or any other company; requesting payment is not Harassment.  

  June 3rd. *** took full responsibility,in person, for the wrong flooring being installed, admitting he made the mistake. Stating he would Make it Right. Days later, *** delivered a new Sample of flooring to our house offering it as a replacement.  However, the sample did not meet our height requirements. 

  June 14th. *** quoted, in person, a full refund to Rectify the Situation. *** was to remove the floor that week but did not show up, and no communication. 

  June 27th. ****** denied the full refund.
  

  Thank you, *******

  Business Response

  Date: 08/12/2024

  *** said he would make it right NOT KNOWING YOU SIGNED A CONTRACT WITH YOUR CHOICE OF FLOORING. A CONTRACT IS A CONTRCT. IT IS A LEGALLY BINDING DOCUMENT. YOU ARE NOT GETTING ANYTHING BACK PERIOD. DON'T HOLD YOUR BREATH *******. I was involved in most of the dealings we had. Are you forgetting how many times we went out to your house. The replacement flooring would've worked as **** & *** discussed it here at the store but whatever you say what you want. Please do not contact us again.