ComplaintsforQuality Carpet & Flooring

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $9745.12, by check, October 1, 2022 for upstairs carpeting and downstairs luxury vinyl plank flooring. I paid cash in full to get a $200 discount. Carpeting was done in November; the flooring was started December 1; the installers left on the 7th; the flooring was laid except for the 1/2 bath. The toilet was disconnected. I was told a plumber should lower the phalange so the toilet would sit level when it was re-connected. That was never mentioned during the planning. A plumber told me the issues and the cost. I called Quality to tell them I wasn't going to pay for that to be done. At that time, I learned the subfloor taken out was 1/2 inch; the new subfloor was 1/4 inch, which accounted for the height difference. I was surprised since that wasn't mentioned in the original plans either. That discrepancy also caused problems with the baseboards and the new shoe molding. Some baseboards needed to be lowered to have a surface for the new shoe molding to attach to. That has left some walls in need of repair and paint. In addition, none of the door frames reach the floor. The shoe molding used was 2 different styles and heights, so at places where they meet, they are mismatched. After several phone calls and a couple of visits from ***** at Quality, the 1/2 bath flooring was laid and the toilet reconnected on February 18, 10 weeks later. I was called to tell me someone would call and come out the next week to go over solutions to the other problems, planks popping up, spaces between some planks, dips and humps (not level). That never happened. I left 2 voice mail messages with no response. Dana from Quality called March 8 wanting to come out with samples of new flooring for me to pick from. I didn’t know what she was talking about. She said they will put floating floor over this floor. I gave her a list of concerns and questions. She came with more samples on the 14th. No one has answered my questions! I have lost confidence in Quality! Please help-thanks

  

  Business response

  03/23/2022

  I am *** *******, owner of Quality Carpet & Flooring. I missed the last 4 mo. of work due to a medical issue, and was unable to get personally involved in the customer's issues. I have discussed the issues with my staff, and set up an on site meeting with the customer to discuss a plan of action to resolve these issues. We should make progress soon to make this customer happy. I will keep the BBB informed.  Thank you.

  Customer response

  03/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. No final resolution has been reached.  A site visit happened this afternoon.  *** ******* presented a possible solution but needs to talk with the technical people at the flooring manufacturer and his team at the company.  He will contact me in a week to 10 days with a final proposal.  At that time, if the solution will work, I will OK them moving forward, hoping that it resolves the problems with the flooring dips, the shoe molding issues and the door frames.

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