ComplaintsforRenaissance Floors, LLC

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came in to do a quote and I told them besides installing new floors I wanted them to fix the subfloor. The company quoted a little over $7,000 and came in and installed the floors. About a month or two later the floor started creaking and then two of the pieces broke at the joints. In an attempt to have them on other warranty I research what happened and even reached out to the manufacturer. Every sign including the manufacturer pointed to the floor not being leveled. This process is part of the instructions on the manufacturers part and they did not follow it. They lifted up 75% of the floor to fix this one problem area under the owner supervision, because he was blaming the salesman for not doing it properly and I even have that in an email from him. He clearly acknowledges that they did not do it properly in his email, yet when they lifted up 75% of the floor under his supervision they again did not correct the issue. They fixed that one spot and as a result that spot is better but other spots are still hollow and have signs of breaking soon. Also when they lay down the floor the second time they did not alternate the pieces and I have a straight line running down my living room. They also reuse the shoe molding which does not look installed properly and is in poor condition now. Also by the patio door they did not put a transition strip or seal it properly and moisture can enter. This whole floor is done incorrectly and as a result instead of lasting the suggested 10 to 20 years it is already breaking. The correct process was for them to level the floor as stated in the manufacturer instruction and they ignored this both times. Please note that I tried to upload a video of two pieces about to break and I keep receiving an error but I have a video or picture of everything I'm illustrating in this claim.

  Business response

  07/27/2023

  Dear ****************,
  

  Better Business Bureau platform was created to help customers who were faced with businesses that ignored customer demands and refused to assist customers. ************** ********************************* first request for repair was provided on July of 2022. He has received  countless hours of assistance over the phone and email on a monthly basis. In fact, Renaissance Floors reached out to ************** ********************************* in December to remind him that we deliver full customer satisfaction since we had not heard from ************** ********************************* for over 60 days after his last contact with Renaissance Floors. We reminded him that we are there and wish to help with any corrections that he was dissatisfied with, but ************** ********************************* replied by email explaining that he did not wish to have any repairs done at that time and he appreciated the gesture. 
  

  ************** ********************************* proceeded to place negative reviews on all social media platforms and Better Business Bureau complaints, 8 months without any communication after refusing the offer from Renaissance to do what it would take to make ************** ********************************* a happy and satisfied customer. At Renaissance we pride ourselves on highest customer satisfaction and we have never refused service. Renaissance Floors is extending the offer and is willing to make an appointment to make the necessary corrections to his existing floors that were not installed by Renaissance and were simply covered by luxury vinyl floors that were purchased by ************** *********************************.
  

  Thank you,
  ****

  Customer response

  07/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Dear **************** and ****, 
  
  Thank you for your response. Renaissance Floors partially reinstalled the floor in late 2022 because it was faulty due to their team not following the manufacturer's instructions. Even when they corrected the broken pieces during the reinstallation, they neglected to correct the root of the issue per the manufacturer instructions. This floor has to be installed on a level surface and I have an email from ******* stating such. 
  
  It has taken a few months to follow up. The floor installation and reinstallation have already consumed a substantial amount of our time and energy, and besides work, I have had other matters that need attention, such as a newborn on the way and a father whos health is declining and needs a lot of attention. Not to mention, over an extended period, I have been contemplating my available courses of action while fervently hoping for a resolution to the persistent noise issue emanating from the floor, with a particular area being the primary source of concern.
  
  Initially, I had contemplated reaching out to the State of Maryland Department of Consumer Protection. Nevertheless, I have made exhaustive efforts to rectify the problematic area, earnestly hoping to avoid such an avenue. During these months, I have explored various remedies, including resorting to instructional videos on platforms like ******** where suggestions such as applying baby powder to mitigate the squeaking were attempted. Regrettably, these measures should not be necessary for a newly installed floor. As ************ recall, I possess an email from him acknowledging the shortcomings in the job execution by his salesman.
  
  In consultation with professionals, I have been advised to pursue legal action against his company in order to obtain a complete refund and additional compensation. Although I am not yet inclined to embark on that path, I am currently seeking mediation through the Better Business Bureau. This pursuit arises from the insistence he suggested charging me for the proper rectification of the floor, a task that should have been performed correctly from the outset. Furthermore, I must emphasize that the reinstallation process will inevitably result in the floor's diminished appearance, as the damaged and reused pieces are incapable of matching the original quality.
  
  My ultimate aspiration is to have a flawlessly functional floor, commensurate with the investment I made. Exhausting all available options prior to resorting to litigation is my current objective, and I sincerely hope that mediation will prompt a reconsideration of his stance and elongating the communications without a reasonable solution. At this juncture, I am requesting a refund of 80% of the total cost in order to facilitate the necessary corrective measures for my flooring project. I find this to be reasonable to allow this project to be redone properly, while still allowing him to cover his cost. 
  
  Sincerely,
  
  *************************

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