Complaint Category: Defective, damaged, or incorrect product received
Complaint: Carpet and wood floors installed and there has been problems with both since day one.Called to have looked at and were supposed to hear back never did
My husband and I had floors put in about 6 months ago,we had laminate and carpet put through the entire house. We then had a flood in the basement and had to have more carpet put in and used them again. Since day one we have had problems with carpet where they had to come out and get what was underneath the carpet. Then the laminate starting lifting about 1 month after it was laid, they said that it was cause of moisture, no moisture in the home. Then we noticed that more boards were lifting....we then bought new furniture and when it was delivered and they lifted the old furniture up there was a big dent in the floor, Nest Day Floors sent someone out that said that we had to heavy of furniture, then I called and a lady said that she was going to send another contractor out to look at it...about 3 weeks they sent someone out and they came and looked but never heard back about 2 weeks from Next Day Floors and I had to call them. The person that I spoke with ***** I was told by another person in office that she was fired, they again could not find paper work about my floors and that someone came out to inspect them.I then asked to speak with the manager and they put me on the phone with ***** **** who said that he will look into this then call me back. He never called back I again had to call him.He said that he will send another person to inspect floors because he cant find the name of the company that came out,I gave him the number and name of the company and all he had to do ws call to verify they looked at the floors. ** then set another appointment for another company to come out. This company came out and the man said that the damage under the couch was due to the Laminate floor being rotted, then the lifting of over 6 other pieces lifted is due to moisture and this kind of floor does this...he then said that the company will try to blame because we have a dog.Our dog is in cage when we are not at home...she does not have access to our house only the kitchen and she is caged when we cant watch her.
Business' Initial Response
Contact Name and Title: ******* ********, Pres.
Contact Phone: XXX-XXX-XXXX
Contact Email: *********@nextdayfloors.net
Mrs. ******'s original purchase was on 11/1/12 and it was installed on 11/12/12. It was reported that something was under the master bedroom carpet. An installer returned on 11/16/12 and Mr, ****** signed that the problem has been rectified. The padding had a hard spot in it. On 2/23/13 it was reported that the laminate was buckling under the couch and it was noticed when new furniture was moved. Even though it was 4 months after the installation and it could have been caused by the customer or the furniture movers, we fixed the problem. Mrs. ****** signed that the work had been successfully completed on 3/2/13. On his bill the installer noted that it was water damage. On 2/14/13 Mr. ****** made a second purchase from us for carpet and vinyl after they had a flood in the basement. That was installed in early March without any issues. On 8/7/13 a call was made saying the floor was buckling in more places. We had some changes with our staff and there is no record of who went out. Mrs. ****** called back on 8/12//13. A new employee, Erika, took the call , told no one, and did not return to work the nest day. We do apologize for that. Mrs. ****** then spoke to the Operations Manager, ***** ***** We knew from the previous report that it was more water damage but we sent out a "Certified Independent Inspector". His report states that "The condition affecting the floor is of swollen seams from moisture intrusion from above. This is consistant with the spillage of liquids, which is locally cased and the responsibility of the consumer." Mr. **** called Mrs. ****** to tell her of the report and she was not happy and wants us to replace the entire floor. There is no manufacturing defect as stated in the report. We fixed the first water damage at our expense but cannot do so again. If Mrs. ****** would like we can give her a price for repairing the 4 damaged planks. I will mail Mr. And Mrs. ****** a copy of the report. I can also furnish it and all other documentation to your office.
Consumer's Final Response
This is an add on to the last response. They don't even have record that the carpet people came out three times to fix issues. The first was a hard piece of padding in the hallway. The second was in the master bedroom, supposedly a piece of jewelry under the carpet. The installer took a rubber hammer and beat until it was flat. He then stated that was one of my children's fault. The third was in another bedroom and again the installer took a hammer to it. The fact that they don't have any records of those visits show a growing problem with communication. This led to a missing report that was in our favor. This is highly unacceptable for customer service.
Business' Final Response
see attachment or go to case link for supporting documents.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.