Purchased flooring on November 3rd, 2015. Work still not complete.
We purchased flooring on 11/03/15. Order number 66056. We had new bathroom flooring put in, and repair of existing flooring (that 50 Floor installed years ago).
Initial work was performed on 11/13/15. The installer did not realize he was doing a repair, said he only had 250 sq ft of material to use. Instead of doing all of what was in the contract, he said he would try to make that amount of material work, so he didn't have to come back out again. Due to this, our kitchen and dining room were not completely replaced as specified. When he finished, I asked about one spot in the hallway, that we asked to be repaired (to****** *****, our salesman, and ****** ********, the installer), however he said he had run out of material to do this. He said to write a note on the Customer Certificate of Completion, which I did, saying that completion was "Pending corner repair in hallway" and that they would order more material to complete this work. While doing the walkthrough, I asked the installer if he had installed new quarter round. He had said yes, and it did look ok.
A few days later, I noticed a stain on one piece of quarter round, that had been there previously, and realized that quarter round had not been replaced where the repair work had taken place. I also noticed that a threshold to a closet had been installed without any stain to match the color of the flooring. My wife called 50 Floor to let them know of the 3 outstanding items: 1) Completing replacement of the damaged floor 2) Replacing the threshold with one that is the proper color 3) replacing the quarter round properly.
After many calls, we got a crew out to our house on 12/08/15. They did not have any material, but were able to get enough quarter round, to replace the damaged pieces that we absolutely needed replacing. We considered that work completed, but replacing the rest of the flooring and the threshold remained. They said they would notify the necessary parties so that they could order what was needed, to complete the work.
We've now had more calls to various people at 50 Floor. We're told that as of today, the work cannot be completed until after January 1st. To us, this is unacceptable. I have paid in full, for work that should have been completed in November. We are moving to Michigan on December 31st, and will not be available to supervise this work.
We would like all pending work completed by 12/31/15.
BBB CASE NUMBER: *********
CUSTOMER NAME: ***** ****
50 Floor is grateful we were contracted by Mr. and Mrs. **** to complete the installation of their new floor. 50 Floor deeply regrets an issue has occurred but have been working with Mr. and Mrs. **** to ensure their complete satisfaction, which is a goal of ours. We have scheduled a technician to meet with the customer after installation to make specific corrections, although the customer also had site-related corrections that needed to be completed which were not mentioned until the day of the original service. 50 Floor advised Mr. and Mrs. **** we will complete all the repairs at no additional cost to them. 50 Floor is attempting to do everything possible to make sure Mr. and Mrs. **** is 100% satisfied as we would with all of our customer. Unfortunately we are unable to accommodate a more convenient date for the customers schedule to have another technician to complete the service. 50 Floor is very sorry about the time frame that is currently available but is very much looking forward to having the service request completed as soon as possible.
Customer Service Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
50 Floor's response does not contain accurate information.
1) The last flooring spot that has not yet been fixed in the hallway was originally requested and stated to ***** during the sales process. The contract states work being done in the hallway, which was never completed.
2) The quarter round being replaced, that was not done during the original installation, was requested and stated to ***** during the sales process.
3) We did ask for and assumed properly stained associated components (quarter round, thresholds, etc.) during the original sales process with *****.
As I stated previously, the installer came to our house without the proper type and quantity of product. The installer could not fulfill the contract (e.g. replacing all of our dining room and kitchen) and so we gave him the go ahead to do his best with what he had. However, we did not give approval to not finish all originally requested floor locations, not replace our quarter round, or install the wrong type of threshold.
We no longer live in the house, so coordinating installation two months after we paid, is unacceptable. We worked throughout November and December to get this resolved, but 50 Floor continued to brush us off. We have not yet received a call from them to schedule or resolve this.
Final Consumer Response
***** ****** and I talked, we agreed that he would pay me $200 for work not completed and I would consider this resolved to my satisfaction.