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  High Country Flooring LLC

  5050 Osage St Ste 400 Denver, CO 80221-7822

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  High Country Flooring LLC

  PO Box 740519 Arvada, CO 80006

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DETAILS H3631373932383****1H REQUESTED:DATE OF TRANSACTION: 6/30/2022 AMOUNT OF MONEY PAID TO THE BUSINESS: The total amount of the job was $10,094.50 of which $5047.25 was paid as down payment. WHAT THE BUSINESS COMITTED TO PROVIDE YOU: Installation of flooring purchased from them that would stand up to wear and tear in a high traffic ski rental condo. WHAT THE NATURE OF THE DISPUTE IS: Before the installation was even complete the flooring began to scratch and it is obvious that this product will not stand up to the wear and tear as they promised. WHETHER OR NOT THE BUSINESS HAS TRIED TO RESOLVE THE PROBLEM: The business stated they would make this right and a month has gone by with numerous emails/discussions and they have taken no actions to do so. During my last discussion to attempted to resolve, they have stated they are a small business and do not have the funds to address this. INVOICE NUMBER: **** I have attached the relevant details of complaint, emails, photos and estimate about this dispute:1.Details of complaint. 2.Email dated 6-17-2022 3.Email dated 6-30-2022 4.Email dated 7-30-2022 initial email chain to try to resolve the issue 5.Email dated 8-9-2022 email chain with photos 6.Email dated 8-17-2022 Final email chain 7.Estimate dated 6-3-2022 8.Back bedroom dresser small scratch - Video taken by the company after discussion in which this scratch was not reported and after company rep should have left condo. Video could not be attached as it was not a supported document. Can submit by other means. 9.Master BR taken by photographer 2 taken ****. No one was in condo between this photo and video. No scratch present. Appears that high country flooring LLC rep may have scratched flooring.

  Business Response

  Date: 08/26/2022

  Mr. ********** complaint against High Country Flooring LLC centers around a flooring product called Luxury Vinyl Planking (***).  Luxury Vinyl Planking is a hard surface product that simulates the look of hardwood flooring.  *** is constructed with a core made of limestone and plastic.  On top of the core is an embossed image of wood with an Aluminum Oxide wear layer to protect the embossed image.  On the bottom is an underlayment of either cork or rubber/foam.  *** thickness of the wear layer is measured in mils and can range from a thickness of 6 mils to 40, however, the majority of *** installed in residential applications range from 12 to 20 mils.  *** thickness of a 20-mil wear layer, such as the product that ********************** chose, is equivalent to 0.5 mms.  *** is waterproof and scratch resistant, not scratchproof.  We made no claims that the floor was scratchproof.  In fact, the flooring needs to be protected from furniture by affixing felt to the bottom of the legs.  This flooring is a top seller for Mohawk and we have installed it many times. We have never had any issue with quality or performance.
  On June 15th, 2022, ********************** contacted High Country Flooring and five other flooring companies through Thumbtack, a home services app for Flooring Installation or Replacement for his condo in ***********,**.  ********************** wanted to replace the carpeting throughout the condo with Luxury Vinyl Planking (***).  Initially, ********************** asked if we would install *** purchased from an outside retailer, to which we explained that because we are a flooring retailer ourselves and have established relationships with numerous flooring manufacturers, we would not be able to assist him in his request.  Despite this, ********************** elected to continue with High Country Flooring LLC.  Upon consideration, ********************** asked if we could research flooring retailers in the Tampa Bay area that carry the same manufacturers of *** that we offer so that he could view the products in person.  He specified that he would like a cost-effective *** as he would be selling the condo soon and he didnt want to invest a large amount of money into the project.  ******************* assisted him in finding two flooring stores in ***** that he could visit and look at *** options, please see email dated June 22nd.  It was at this time, ***** recommended Eagle Creek Flooring as the product that met his price point and who manufacture a great product.  On June 17th, ********************* contacted High Country Flooring and asked that we travel to Winter Park to measure his condo.  We completed the measure free of charge, although it is a 2.5 hour, 167 mile, round trip from our store.  Once the measure was completed, ********************** stated that he would like for us to provide and install *** from Mohawk Industries. 
  Our installer **** started work on the agreed upon day,Monday, July 18th and work finished the same week.  During the installation, a small section of the *** was scratched by the installer, witnessed by **********************, and was immediately replaced.  **** and ********************* spoke about the scratch.  At the conclusion of the job, ********************** and **** completed a walk through of the property and ********************** stated that everything looked good, and **** was free to leave.  It is important to note that High Country Flooring was not the only service crew working during the flooring installation.  A painting crew, hired by ********************** was also on-site painting the interior of the condo.  *** painting crew finished after we had completed the flooring installation.  However, **** asked the painting crew to be careful when moving ladders and equipment throughout the condo to prevent damage to the floor. 
  It was only after ***** contacted ********************** for final payment that we learned of Mr. ********** dissatisfaction.  We took these concerns seriously and ***** traveled to Mr. ********** condo to inspect the property for scratching and scuffing.  ***** took 9 videos during the inspection and found damage to the floor that was directly caused by the furniture.  Each of the videos, plus pictures taken by our installer were shared with ********************** for his review.  *** furniture which caused the scuffs were 2 wooden bunk beds and a green dresser with a TV placed on top.  One leg of the dresser did cause a deep scratch in the floor when it was dragged across the floor.  Neither the bunk beds nor the dresser had felt on the feet to protect against such incidences.  In places in the condo where the furniture had protection on the bottom, such as the coffee table, no scratches were present.  This can be seen in one of the attached videos.  Mr. ********** statement Appears that High Country Flooring LLC rep may have scratched the flooring is false and unfounded. 
  During the inspection, ***** spoke with ********************** and stated that the flooring comes with a warranty and that a claim could be made with Mohawk however, it was of ***** opinion and expertise that the claim would not result in any benefit to the situation as the scuffs and scratches were not caused by poor quality but by unprotected furniture.  ********************** stated that he did not want to initiate a claim and the conversation then turned to how much money High Country Flooring would be giving back.  ********************* stated that he wanted a new floor installed which would be over $10,000, or not pay the amount due plus receive a percentage back on top of that for a refund. ********************** wants a quick monetary fix and would not agree to a third-party inspection.
  In an attempt to address Mr. ********** complaints about the product, ***** initiated a claim with Mohawk.  On August 22, 2022, ****** sent an email to ***** stating that they were closing the claim as the evidence showed that the scratches are due to furniture and Mohawk does not offer a scratch warranty.  Please see attached email.
  ********************** makes a false statement when he states, as they have told me they are a small business and do not have the money to replace or prorate the floor.  *** financial health of High Country Flooring LLC has never been discussed with **********************  ***** did, however, make a comment that she would need to discuss any financial resolution with *****, as any business partner and or employee would do.
  We turned to our Law Firm for assistance in collecting Mr.********** outstanding balance.   A Demand for past due payment and Notice of Intent to Lien letter was sent to **********************  *** next day he filed this dispute with the BBB. On a phone call our attorney had with Mr. ********** attorney, Mr. ********** attorney indicated that this is not unusual behavior for ********************** and if we made even a small concession to **********************, he would likely pay the remaining balance in full immediately. We responded that we would not make any concession because we completed the installation properly and provided the product requested by **********************. Once our firm position was communicated to **********************, he paid the remaining amount due in full on August 24th, 2022.
  We do not know what happened to the flooring after we finished the installation but do know the furniture was moved. In fact, the two bedrooms had the furniture completely switched which included heavy beds and dressers. Somebody that was there after we finished scratched the flooring due to negligence and it is in no way the fault of HCF or our installers.
  We provided flooring selected by ********************** as we were hired to do, installed the flooring, and have followed the correct course of action by assisting ********************** with a claim through the product manufacture.Ultimately, High Country Flooring LLC has no responsibility in compensating ********************* for the quality of the product he selected or any scratches that resulted due to the lack of protection of the floor.

  Customer Answer

  Date: 09/02/2022

  Was only allowed to upload 4 documents.  Have 4 more to include.  How to i get to you?
  Complaint: 17740015
  
  I am rejecting this response because:

  Much of the merchants response are false statements.  As not to rehash my initial complaint, I will focus on their response to my complaint.
  

  
  "We made no claims that the floor was scratchproof."
  I have never said that the flooring should be scratch-proof, just scratch-resistant.  This flooring scratches very easily. As I have discussed and emailed it does not appear that it will be suitable for the purpose that was discussed with ***** prior to purchase (which is as a short-term ski rental).  As discussed with ***** prior to purchasing when discussing product options, the flooring needs to be able to handle high traffic. That the floor scratches easily is further supported by the following (see email #1 for details/support). The installer told me the following:  1. This flooring scratches easily, 2. He had to replace a fair amount of flooring during the installation because it got scratched during installation. He stated the unexpected replacement was the cause of the job taking longer than initially quoted and the reason there was very little material was left over (about 4-5 small planks which I estimate would cover ***** square ft).
  
  "He specified that he would like a cost-effective *** as he would be selling the condo soon and he didnt want to invest a large amount of money into the project."
  I discussed the use case with ***** which was that the condo is used for short-term ski rental. It has a fair amount of traffic. The discussion around selling the condo was in relation to timing of the install and scheduling with other work we were doing to remodel condo.  Additionally, cost effective is not cost effective if the product needs to be replaced sooner than it should be expected to.
  
  "manufacture a great product"
  This was one of 5 product endorsements made by High Country Flooring (the expert on flooring). One, she stated that they had issues with and would not recommend it (Trucor Applause).  That one was taken off the list.  I then asked if she knew if any of her products could be seen in person in the Tampa Bay area. This was not to assess quality, as we were relying on their expertise, but in order to make sure the picture on the websites reflected the actual color and look of the product in real life. We called and/ or went to 3-4 retailers who reportedly had the products.  Only Mohawk Founderscollection was actually available locally for us to look at.  I discussed that we were only able to find Founders Collection with ***** who stated this was a quality product and was no different than any of her other recommendations.  She reported it would meet the needs of our ski condo rental. Based on that as well as her statement that we would not pay the final payment until we were satisfied, I selected them.  (email #1 recommendations from Company.)
  
  "*** from Mohawk Industries"
  We purchased this product from THEM at THEIR recommendation/suggestion.  We were never told that they do not stand behind the products they recommend and sell. We currently have a brand of *** flooring in our own primary residence AND another rental that we are thrilled withThe *** in our home has stood up to renovation projects and visits from our childrens dogs without a single scratch and the same *** (in a different color) has withstood weekly rental wear and tear in a ******beachy area with no issues. Had we not been required to purchase their endorsed product we certainly would have gone with this tried-and-true selection. 
  
  "finished the same week"
  Installation was quoted to take 2 to 2 days,but in actuality it took 4 plus days (started Monday 7/18/22 finally finished Sunday 7/24/22), the installer stated this was because the product was scratching as they were installing it and damaged areas (scratches) had to keep being replaced.
  
  "completed a walkthrough of the property and ********************** stated that everything looked good, and **** was free to leave"
  No walk through was completed and of course he was free to leave he was not being held hostage.
  
  "painting crew finished after we had completed the flooring installation"
  Even though the install was supposed to take 2-to 2/1/2 days it took longer for the reasons discussed above. The installer asked the painter if he would mind if installer did not put the furniture back in place (Furniture removal and replace was quoted in estimate)to save time on installers part.  Installer also discussed with painter a number of times that the floor scratches easily and to be very careful.  The painter complied. Additionally in order to protect the floor from paint the flooring crew had the floor protected by drop cloths at all times.
  
  "It was only after ***** contacted ********************** for final payment
  This is simply not true, ***** contacted me on Thursday 7/21/22 t"o see if I was satisfied with the work and had inspected it (again the satisfaction was her selling point to me). I discussed the following at that time:  1. Work was not completed yet. 2. Unable to inspect it because installer did not put furniture back and clean up not done.  3. Installer asked the painter to move furniture back after painting was completed and painter would be done either Sunday 7/24 or Monday 7/25. 4. At this time ***** and I also discussed the fact that the Installer discussed with me that flooring scratches causing delays and issues he had with timely install was related to ease of scratching. We agreed to touch base early the next week. On Monday7/25 at 9 am MT I received an email and invoice. I was out of the condo in ****** until late that night so could not respond.  I emailed her back the next morning (7/26 at 10:45 am MT).  My email stated: (see email 2)
  
  *****
  
  As we discussed last week, I had concerns and could not see the final job. Furniture and transitions were finished Saturday and Sunday. 
  I have two concerns.
  The quality of the product in particular the easy in which it scratches. It was a concern of the installers and we have an area that got scratched even though all furniture that was moved appeared to be lifted and the furniture had protectors on the feet. If it indeed scratches this easy, it will need to be replaced in less than a year due to renters not babying the flooring.
  This may be related to quality of material as well.  The installer said its normal and will go away over time. There are multiple area that make noise when walking over them.  It seems like the *** hitting the floor.  Hope that make sense. If you want to call to discuss or set up a time to take a look.  I am available today (all day) and tomorrow (if all goes well until 1 pm ish).
  
  Thanks
  
  ****
  
  
  "took 9 videos Each of the videos, plus pictures"
  I have only been presented with 1 video. I asked to view all videos and pictures he or installer took. They sent the pictures from installer.  When I asked for all videos and pictures this is all I got.  There was only one video not 9.
  
  "Appears that High Country Flooring LLC rep may have scratched the flooring is false and unfounded"
  The statement is not false or unfounded. This scratch was not there on Sunday 7/24/22 when pictures were taken (see picture 1) and no one was working in or renting the unit between that day and the day ***** took the video.  Additionally, as I stated previously, he called me after he looked at everything in the condo (see screen shot of call). During the call he stated he could not find any scratches in the room that he later had a video of. Furthermore, the video was taken after our call (see screen shot of video time stamp).
  
  "it was of ***** opinion and expertise that the claim would not result in any benefit not agree to a third-party inspection."
  As stated previously, ***** told me that ****** would deny the claim (like an insurance company) and there was no reason to submit it. After stating that ****** would be of no help, he later wanted to utilize ****** as an independent 3rd party. Additionally, although they stated request was for 3rd party (through Mohawk). No third-party inspection was offered by ****** per their rebuttal to our dispute  as per their dispute ****** denied claim as they told me would occur if they submitted a claim.
  
  
  "********************** stated that he did not want to initiate a claim and the conversation then turned to how much money High Country Flooring would be giving back.  ********************** stated that he wanted a new floor installed which would be over $10,000,"
  This is not true. I repeatedly asked them for suggestions to resolve this issue, they offered none.  After a few discussions they asked me what I wanted.  I reiterated my concerns.  Again, they asked what I wanted.  I then suggested a few options to try to solve the issue. 1. Which was to prorate the cost since this flooring would need to be replaced in a year or 2. they could replace the flooring with a floor that didnt scratch so easy and could handle the ski condo use case.  I repeatedly asked them for their suggestions.Their only suggestion was to ask ****** to get an independent examiner and that a claim would need to be filed.  During that discussion I reminded ***** that ***** told me previously that ****** would just deny the claim so that did not seem like a good solution to solve the issue. I asked her what she felt was fair and ***** then discussed that they are a small business and do not have the money to replace or prorate the floor. During this discussion,I suggested using BBB to help mediate a solution that works for both of us.  ***** got upset and stated she didnt think that was a good idea and also stated they are a new member of BBB.(Email #3 and #4)
  
  "as they have told me they are a small business and do not have the money to replace or prorate the floor."
  
  This is a true statement.  See above.
  
  "On a phone call our attorney had with Mr. ********** attorney, Mr. ********** attorney indicated that this is not unusual behavior for ********************** and if we made even a small concession to Mr."
  This is a false statement. In addition to being a false statement it is also ridiculous. 1. I confirmed with my attorney that he did not say this. 2. Additionally, no attorney would say such a thing about their client especially as it is not true. 
  
  "We provided flooring selected by **********************... Ultimately, High Country Flooring LLC has no responsibility in compensating ********************** for the quality of the product he selected or any scratches that resulted due to the lack of protection of the floor."

  
  They RECOMMENDED a product. We purchased the RECOMMENDED PRODUCT based on their ENDORSEMENT and EXPERTISE. Furniture pads were placed on all furniture that one would assume such as chairs. Neither the installer nor anyone else at High Country flooring stated we needed to place floor protectors on all furniture until 8/4/2022about 2-3 weeks after install/discussions about quality began.
  
  "A Demand for past due payment and Notice of Intent to Lien letter was sent to ***********************  The next day he filed this dispute with the BBB"

  
  This is not true; I had been working on the complaint prior to receiving the Notice of Intent as I outlined I would in email #3.  The complaint was filed before I saw the email containing the Notice of Intent. Filing the complaint was not related to the Notice of IntentI had previously suggested involving the BBB to help resolve the issueFIRST during a phone call (on 8/9/22) with ***** during which she rejected my suggestions and asked that I wait and try to work this out without involving the BBB, and AGAIN in an email sent on 8/17/2022 (see email #3 and #4) both of which happened before I received a threatening email from their attorney.
  
  "Ultimately, High Country Flooring LLC has no responsibility in compensating ********************** for the quality of the product he selected or any scratches that resulted due to the lack of protection of the floor."
  
  They state they have no responsibility; I state that they do.  First of all, there was no written agreement that states they are not responsible. Based on the lack of a clear written agreement and based on the verbal assurances such as that I would not have to make the final payment until after I was satisfied.  Clearly, I am not satisfied.  Additionally,the estimate (see estimate attached) stated they are not responsible for carpeting that is installed.  It does not state they are not responsible for the *** that we 1. Purchased from them at their endorsement and 2. since *** is not carpeting as they outlined in the first paragraph of their response to us describing what *** is and what we purchased.It clearly is not carpet.  If they would not stand behind the *** the estimate should have stated this as it does for the carpet they sell. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/13/2022

  Hi

   

  I have uploaded the other 4 documents with this email that I could not upload.  You should have all documents now.  Please let me know if you need anything else.

   

  Thanks

   

  Mark 

  Business Response

  Date: 09/27/2022

  The manufacturer of the Luxury Vinyl Plank flooring installed, Mohawk, does not warranty scratches. All LVP is scratch resistant and not scratch proof. There was not proper foot protection on the furniture that was moved across the flooring after our installers left the condo. Please see the claim attachment.

  Customer Answer

  Date: 10/04/2022

  I do not accept the response made by the business to resolve this complaint. 
  
  They already stated in their prior response to the complaint that Mohawk does not warranty scratches so this statement is duplicative and thus we have already responded to it in our previous response.   But we will again respond. We are not stating that the flooring was expected to be scratch proof, but the ease with which it is damaged is the problem.  The flooring was scratching just from being handled during installation ( see last response for details). We were not told this by the installer until the installation was complete. The installer after it was installed told me that that is why the installation took long and almost no excess flooring was available.  At no point during the installation did High Country Flooring warn or even suggest  that foot protection was necessary.  Additionally,  High Country Flooring recommended/endorsed and sold this flooring and never stated they would not stand behind the product.  As stated in our previous response the only document we have other than the verbal assurance they made (discussed in prior responses) is the estimate that states they do not warranty carpet. No mention that they also do not warranty Luxury Vinyl Plank. 
  
  
  
  ***************************