ComplaintsforSP Flooring & Home Improvement LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan. 2024 we began having problems with a vinyl floor that they installed. At the time of the original installation we were told it had a 20 year warranty on the flooring. Over the next 6 months we constantly contacted ***************************, who sold us the flooring. The floor had been buckling and we wanted it fixed. He told us at one point that he needed a special glue to fix it. Time passed and finally a ******* showed up with some super glue. That did not work as it came loose in about 1 week. He was informed about the problem again and after ***** passed another ******* showed up and said that he would have to get some more flooring to replace it. Weeks passed and ****** said he was looking for flooring as this one was discontinued from the manufacturer. We were not told when it was installed that it was discontinued and would not have had it installed if we knew that. Weeks passed and ****** informed us that he could not find any and we needed to have the floor replaced. That was the last we heard from him. Then we had 3 other installers look at the problem and they all said the same thing.....poorly and incorrectly installed resulting in a floor that is too tight and buckling. I have purchased new flooring and found a installer. We are waiting on his time schedule for installation. During the 6 months we have been trying to get this fixed. *************************** has never stopped to look at the floor.

  Business response

  08/17/2024

  **************** is my neighbor and I have always had a good relationship with him.
  We did this job with lower rate labor because of our relationship as neighbors.
  I am a licensed contractor and we have had many experiences in floor installation. At the moment, we are the contractors to big companies in ******** and have never had any problems. The floor was purchased at HomeDepot and we did install it.
  We never told the customer that we do 20 years of warranty; infact the warranty for installation is 1 year.
  The customer called us after the warranty time had passed, and we noticed water damage with the floor. We fixed it with no charge. Then, the problem came back because the subfloor has a heater underneath the concrete and the underlayment has water damage.  
  On the second call, the customer doesnt have anymore left over materials to fix it and we were not able to perform anything.
  We never refused to fix it, but if we cannot find the same product there isnt a way to replace the damaged one.
  I was continually looking at other stores but not finding any.
  If the customer had told me that she will buy a different floor, we are able to do another installation for free.
  There is nothing wrong with the installation as was reported.
  
  The problem was that the concrete subfloor has heat underneath to keep the house warm and with water it got damaged.
  Please let me know what is the best way to solve this situation.
  To pay $1800 is not fair, 

   

  Best regards

  Customer response

  08/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  
  

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************

  I have had 3 installers look at the floor and they all say that the floor is buckling because there is no movement of the floor when warm or cold. This tightness causes the floor to buckle. One installer pulled up one piece of the 1/4 molding and found the was no clearance between the molding and the floor. The trim was tight to the floor. In other words, the 1/4 molding was holding the floating floor locked down and as temperature changed the floor began to buckle.The area that had water was from a dog bowl being spilled. and was cleaned up as the water seeped under the floor . They did fix it at no charge and we did offer to pay. It was stated that the next time a call for repair was made we would be charged. 
  This floor did not come from the *********** It came from The Floor Store. I have the box to prove it. The 20 year warranty I am  speaking of was on the material, not the installation.  One of the other installers knew the manager of The Floor Store and called him to check on replacement flooring. They were able to find the invoice, with my name on it and the description of the flooring. It had indeed been discontinued and was not available. But the installation problem caused the flooring to need to be replaced as it as buckling. If the floor had not buckled due to installation I would not need to replace it. The fact that I could not get anymore flooring causes me to have to replace the whole floor. This problem only exists in the living room, not the kitchen.
  It should be noted that the buckling and end gap in one area are not related to a water spill.  They are not in the area of the water spill. Trying to fix the floor with super glue will not and did not work. Again this was not in the same area I have a complaint with. After numerous email and calls there was never a time when Warrem  ******* came to see what we are talking about. I do not see how it can be stated that it was installed correctly when he never looked at it. I should also say that  he lives across the street from me and could have come to see anytime. During the last 6 months that we have been trying to get it solved I think he could have walked over one time. There have a number of phone calls and email trying to get the problem solved. 
  The total cost for the floor was $1800 plus $200 for removing and disposing of the carpet that was there. The kitchen floor looks fine and had a charge of $250. With that being said, I subtract 250 from 1800 for a actual cost of $1550 (living room only). I bought the new floor for $762.00. I took this amount off as I can't say for sure the flooring was defective, or the cause of the problem.  I subtract that from from 1550 and the result is $788. This I feel is fair and I would accept $788 to close the complaint.
  There was on one occasion a ******* sent to fix it and he said it  needed to be replaced. He did not say what caused the problem. The heat in the floor did not cause any problems. 3 installers stated that and said it was installed too tight and was buckling. In other words the floating floor could not move because the 1/4 round molding was holding it locked down to the floor.
  
  **********************************
  
  
  
  

  
  

  Customer response

  08/20/2024

  The attached describes the details of the transaction. Alli information was by word of mouth. We felt that was enough as we have known each other for some time.

  INSTALLATION DATE ; 11/20/21
  
  INVOICE ; 1998  (we did not get a copy)
  
  CHECK # ****  DATE; 12/17/21  AMOUNT $2090
  First Community Bank
  
  There is no written warranty for the installation. But is was for 1 year
  
  There is no written warranty for the flooring. But it was for 20 years
  
  There was no written purchase agreement. All transactions were verbal.
  

  
  

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