ComplaintsforBurns Flooring & Kitchen Design

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased $5,000 of Luxury Vinyl Plank flooring in August 2021 as part of a whole home remodel. It was installed in September 2021. In Feb 2022, I started noticing some defects (corners curling up, warping of planks, uneven surface) issues. As the issues continued to worsen, I contacted Burns via email with some pictures of the floor. The salesman stated they would contact the manufacturer to send out an inspector to look at the floor. The inspector was here on 5/5/2022 and took some samples. There has been no movement on the claim since then. Every time I follow up with Burns, they point the finger at the manufacturer. In the meantime, I have an entire house of their flooring product that I'm literally tripping over corners that are curled up. This company needs to stand by the product they sell and replace it and then THEY can deal with getting reimbursed from the manufacturer. Don't put that burden on the customer.

  Business response

  08/12/2022

  Business Response /* (1000, 9, 2022/07/12) */ Contact Name and Title: Derek B**** Contact Phone: 8633079240 Contact Email: *********************** This flooring was purchased WITHOUT installation services. The client notified us of an issue with the flooring purchased after it was installed. We do not warranty product after installation if it is not installed by our company, however we notify and request that the manufacturer inspect the flooring to determine if it was a warranty issue that they cover. We understand that the client had to live in a home with "lippage" during this product, but we have no control over the process of the manufacturer sending out and inspector and sending a sample of the floor to the factory for testing. We do apologize the client had to wait a month- 6weeks for the results of the testing to come back, but again, that is not anything we have control over. Before receiving this complaint, we had already reached out to the client and let them know we would be replacing the flooring in their home rather the factory paid for it or not, because we always get to go above and beyond for our clients, which is why she purchased here to begin with.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased granite countertops for our kitchen which were installed in the summer of 2020. When we originally purchased the countertops, they stated they guarantee all of their work. Within a few months, we had multiple issues with staining. When we first started reaching out to them, they never responded to our calls or emails. After weeks, if not months, someone finally came out to look at the countertops and tried a few different cleaners with no resolution. The owner came out to our house in October and stated he would look into other cleaners or ways to correct the issue. It is now the middle of January, and he has yet to respond to my calls, text messages or correct the issue. We are not asking for a replacement, but simply asking for the countertops we originally ordered and paid for.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/24) */ -7/20/2020 We installed granite countertops -7/20/2020 We were notified on the afternoon of a rust spot the size of a mustard seed in the granite tops (a naturally occurring mark, common in many stones) near the sink. This is not a warranty issue, as it is naturally occurring and as it is considered an expected mineral in granite. However, we do strive to have satisfied customers.... -7/21/2020 We agreed to come out and attempt to remove the mustard seed size rust spot -7/24/2020 Received email from customer that mustard seed size rust spot was dulled, but not fully removed -7/29/2020 Client emailed and notified that specific rust remover was ordered -8/20/2020 service went to customers home and made a second attempt to remove the mustard seed size rust spot -8/27/2020 Customer email received stating that after second attempt, the rust spot was still visible -8/27/2020 3rd attempt to remove mustard seed size rust spot was scheduled with client -8/31/2020 Service went to clients home and successfully removed rust stain -7/01/2021 Customer called office about grease stain under air fryer -7/09/2021 Supervisor sent to inspect grease stain at client's home -7/15/2021 Due to supervisors report of complete staining of all kitchen countertops, owner went to site to inspect. Owner stated that stains are not warrantied once tops are installed, as is the industry standard because as stated in the contract, Granite is a porous product. Client was upset, and in the spirit of customer satisfaction, owner agreed to have the attempt to have the countertops cleaned -7/21/2021 service tech cleaned tops with minimal success of removing oil. -8/04/2021 service tech went back to home with a "poultice" specifically made for removing grease spots from granite. (dark before and lighter after picture attached) -9/04/2021 scheduling a return trip to clean all kitchen countertops with "poultice" specifically made for removing grease spots from granite discussed. customer stated the product did not work well enough for approval and another solution would have to be found -11/04/2021 Owner meet client at home to notify that there was nothing more that could be done. Burns Flooring & Kitchen Design warranties all work preformed, but that we do not warranty natural stone itself unless there is damage caused by something we did to cause it. Customer was very upset and stated she wanted the countertops replaced or all oil completely removed, as she didn't feel that sealing the countertops when absorption began was her issue. Owner stated that countertops would not be replaced, and that he would search for other methods of removal, but he was unaware of any other methods currently being used in the industry We at Burns Flooring and & Kitchen Design have performed service at this clients home that was not covered by warranty at no cost to her in an effort to go above and beyond. We do not intend to go any further as no other method of removing grease from an ENTIRLY stained kitchen is available. It is such a unique situation for a countertop to become this stained before a client has them sealed that a product for tops this stained doesn't exist in the industry.

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