ComplaintsforJust Floors, Inc.

• Initial Complaint

  06/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a breach of contract and fraud dispute committed by Just Floors. Just Floors installed substandard flooring in my home that does not meet the industry standard. Just Hart provided me with a warranty to cover these issues, but when called to honor the agreement has failed to comply. Justin H*** is in full breach of the warranty agreement and by providing a warranty that he did not intend to honor, has committed fraud against the consumer. The main issue is that the tiles are not bonded to the floor. This was caused by an installer and a Just Floors supervisor who did not know how to lay tile. I have home surveillance video evidence of the installation showing the improper technique used by the installer and the reason my floor is failing. In April I was promised that Just Floors would attempt a sample repair to a couple of tiles, and if the repair did not work then they would look at other remedies. I never heard from them again.

  Business response

  07/30/2021

  Business Response /* (1000, 8, 2021/07/14) */ There is no "fraud or breech of contract". We have been in contact with the homeowner to schedule the necessary repair. None of the floor tile is loose or moving, so the statement of it not bonded, is in accurate. We have tried to explain on multiple occasions that hollow tiles are common, especially here in Florida. We have already replaced this floor once as a courtesy to the builder. We reinstalled with a sheet membrane, which if you read the technical data sheet, clarifies that if the slab moves and the membrane works correctly, then will create a hollow tile but not dis-bonded. We are still willing to repair the hollow tile as a courtesy to the customer. We will not be replacing this floo Consumer Response /* (3000, 10, 2021/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject in full the response from Just Floors. First, the problem spans the entire floor, it is not one tile, its well over 100 tiles. They were going to attempt to drill and inject a bonding solution under a couple of tiles as a test. If it worked, they would return and inject the remaining tiles, if it failed, we would discuss options. To further prove that their response is a complete fabrication and prove beyond a shadow of doubt that Just Floors is in breach of the agreement, I have submitted a voice message that was left by Amanda on April 14, 2021 to schedule the above mentioned repair attempt. I made several attempts to get this scheduled and Just Floors failed to respond. Secondly here is an excerpt from the warranty as it is spelled out "any tiles that have cracked or are hollow (out of tolerance) due to installation related concern, Just Floors will replace at no cost". I have already proven via. direct video evidence that the installer was not using the proper technique when he installed the flooring. In addition, their own test of removing a sample tile clearly proves that this floor is out of tolerance, over 50% of the tile was not covered and the coverage was not uniform. See submitted image. Here is the basic industry accepted coverage standards: ANSI A108.5 standard for installing floor tiles says that the average uniform contact area shall be not less than 80% contact except on exterior or shower applications that should have 95% contact. It says that the 80% or 95% coverage shall be sufficiently distributed to give full support to the tile with particular attention to this support under all corners of the tile. The floor was replaced once already, that is correct. They also replaced two of my neighbors' floors because of the poor quality of the installations. The reason the floors were replaced was because the tiles were not properly bonded to the floor. The reason I am having problems with the replacement floor, is because they used the same group of installers. I was informed by Leo, the Just Floors manager that they got rid of that crew entirely and no longer use them. Just Floors has made no attempt since April 14, 2021 to contact me to initiate the test repairs. Their response is inaccurate and a fabrication of the truth. If there is nothing wrong with the installation, then what were they scheduling to repair? Business Response /* (4000, 12, 2021/07/23) */ As previously stated, as a courtesy we are willing to repair the hollow tiles with the method described above. as explained with the membrane used under the tile, can lead to hollow sounding tiles.

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