ComplaintsforLevi's 4 Floors

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB transcribed from hard copy complaint form: Th pattern in the carpet started wearing down about 1 1/2 yrs ago. Plus when you walk on it and touch anything metal I would get shocked. I went to the company and sent sent a worker out to checked it and he said that the carpet needs to be replaced in the family room.

  

  Business response

  02/16/2024

  Mr. ******** carpet was installed in December 2019.  He contacted us in March 2023 with concerns of texture issues and excessive static in the carpet. The static complaint is an environmental issue and not an issue involving the carpet itself.  I did, however, offer to address the texture concerns.  In order to file a texture retention claim against the carpet, I would need to provide the required documents to the manufacturer.  The warranty requires professional wot water extraction a minimum of every 18 months from the date of installation and copies of cleaning receipts are required.  I requested Mr. ******** cleaning receipts and he advised he didn't have copies.  I suggested he reach out to the company he used for copies and he became very agitated, told me he would report me to the BBB, and hung up on me.  I am still more than willing to help Mr. Brewer by filing a claim for him, but he will need to provide the required documentation to validate his warranty with the manufacturer.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original date of transaction is 4/10/21. We spent $11,767.56 with the business. During our original consult with Levi’s, we voiced concerns about a few areas that didn’t seem level to us, and we were worried how the new flooring would settle. We spoke to Paul W******** about how we could handle that situation, and agreed that there was a possibility that subflooring would need to be replaced, but we wouldn’t know for sure until the old flooring was taken up. We were told that Levi’s worked with someone who could fix sub flooring and it would prolong the project but we wanted it to be done correctly. Once the old floor was ripped up, we were told the subfloor looked good and there wouldn’t be issues after the new floor was put in, due to the thickness of the floor we chose. But after a few months, we started to notice the floor dipping in those particular areas, and now it feels like the boards almost separate at the seams when you walk over them. We tried to take a picture but you really can’t see it. The uneven floor is very apparent when you walk over them, especially without shoes on. We have attempted to contact them numerous times and have spoken to Karie S*** (customer service manager) and co-owner John W****. John tells us every time he will speak to “his guy” Kyle and come up with a plan. Kyle fixed one spot fall 2022. However, we continued to voice the remaining issues. Since then, we now have two cracked planks that can be sharp when stepping in the right spot. We have continued to ask for them to assist and nobody takes responsibility. We have been patient but it has been two years since the original install. Tyler L*** previously came out and agreed it was an issue. Kyle the contractor noted the floor might be too heavy which was not divulged prior to completing the sale. John W**** has been providing some nice lip service but without resolve. We want the uneven spots fixed and the broken planks replaced. Nobody has given us next step since Nov 22

  

  Business response

  03/14/2023

  We are aware of this situation.  Unfortunately, this issue causing the problems are with the actual construction of the home, and not the flooring we sold and installed.  We have attempted to refer a third party contractor to assist the homeowner with the needed repairs concerning the floor joists.  This issue is not a result of bad flooring, nor poor installation of the flooring.  In the beginning, we attempted to be a "go-between" for communication between the contractor and the customer, but to no avail.  I have given the customer the contractors direct telephone number as well.  Beyond that, we don't have a way to offer forward movement.  The home itself will need to be repaired before any flooring repairs caused by the floor joists can be addressed.

  Customer response

  03/14/2023

  I am rejecting this response because: It appears that there is an underlying knowledge that the home builders joists were not typical with other *****. Both the contractor and Tyler L*** made comments about ******** ***** and the floor joists after the floor was installed. If this was a known issue and not addressed by the salesperson, then we were fleeced from the start and shouldn’t have had this heavier flooring recommended to us. We went into it wanting things done correctly which is why we were willing to spend what we did. The salesperson, Paul, looked at the exposed part of the floor below as well prior to us buying the flooring. At the very least, our floor should be under warranty. We have a cracked floor board and many separated floor boards that should be replaced. This has been an issue with these particular issue since November without resolve or call backs. However, we feel more and more as though there was some dishonesty from the start. 
  
  Regards,
  
  **** *****

  

  Business response

  03/16/2023

  There is a one-year installation warranty on all hard surface flooring.  Anything past the one-year timeframe would be a billable repair.  In this situation, the damage to the plank has not been caused by installation and would be a billable repair.

  Customer response

  03/16/2023

  I am rejecting this response because: we have been trying diligently to work with them over the past two years to get our floor repaired. Now, once we hit our breaking point due to lack of response from the owner, we are told we’re on our own and fixing the floor is no longer under warranty. This continues to show that there was awareness of the issue but now that we’ve made BBB aware, they refuse to help. This shows how poor the customer service continues to be. It’s shown in the emails and we have months worth of them. Nobody wants to respond to our continued requests over months and months. The website notes “Levi’s 4 Floors main goal is to educate you with correct information regarding ALL things flooring, including warranties.” The fact that Tyler Levi and their contractor, Kyle, both voiced knowledge of the issue, is baffling. To condescendingly state “salespeople sell flooring” and “installers install flooring” is inexcusable. People were aware and we were sold a floor that was too heavy. Paul sold us the flooring and should have known it was too heavy if higher-ups were aware. Regardless, we’ve been under the impression for several months that someone would be out to resolve the issues, and now we’re left to figure it out. 
  
  Regards,
  **** *****

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a cash deposit down on Cortex floor from Levi's at Polaris store. Flooring was installed on March 10. The next day I scrubbed the floor with water and a small amount of vinegar and it looked like it had a haze or scum on it. I tried to clean it again after I called Cortex. They recommended I clean it with Jep for Vinyl I purchased the cleaner and tried again.. A few days later I went to Levi's to tell them My floor had separated, the sales man ask how I liked the flooring I told him I hated it because I couldn't get it clean. He gave me a product they had in the store. when I got home it wasn't even for vinyl flooring I didn't use it. When talking to the salesman he discovered that the flooring was not laid in the direction he had wanted it. The salesman gave me a number for Keri in customer service I text Keri and she was ready to get a resolution. I said I could live the direction of the flooring. But I didn't like the floor having a scum on it. They sent out the installer to fix the floor and to take samples back to Keri. I have yet to hear back from Keri. I have text several times asking what they are going to do. No response. If they aren't going to do something about it I would like a rep. from Cortex to look at the floor. The last time I looked on Levi's web site they weren't showing the flooring. I paid $12,160.00 cash for flooring that looks terrible.

  

  Business response

  07/14/2022

  We are aware of the consumers complaint.  We use a landline to app texting program and without knowing we are being communicated with, it is easy to miss incoming texts.  I sincerely apologize.  I have sent the consumers samples in for testing and am awaiting the results.  The claims process can take anywhere from 6-8 weeks for outside lab testing.  I will reach out to the consumer directly within the next two business days after I reach out to the manufacturer for a status update on the claim.

  Customer response

  07/15/2022

   am waiting on the results of the testing.  I also communicated with Keri several time on the number that was given to me.
  
  Regards,
  
  ******* ********

• Initial Complaint

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased and had install full house carpet. November 8, 2021. Since stall have had several snags in carpet and continue to have snags. Called they sent someone to review they indicated they felt it was from dogs collar. Have removed collars and continue to have snag issues. Have called several times and all but twice it went to voicemail. Had 2 employees tell me they will get resolution but never get any response. Both that indicated will get resolution were owners of company. I can’t get them to call or get resolution.

  

  Business response

  02/28/2022

  We will file a complaint with the manufacturer and request a certified independent inspector be sent to the home to test the carpet.  I will follow up with the customer with details upon filing.

  Customer response

  02/28/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  ****** ******

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