ComplaintsforJim Boyd's Flooring America

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased carpeting and padding. I prepared my home by moving all furniture and objects. I taped off my walls. My issue is with the installation and the product. I ask for tick padding being that my home is over (50) years old. Jim Boyd's Flooring America installation was not up to standard. The worker damage my walls. The carpet is inferior because what I saw and touch in the showroom store is less than quality. In fact, I feel as if I was scam by them because when I initially came into the store I selected beautiful carpeting and I gave them a cash deposit. Then all but one of my selections were not available and they did not want to refund my money. So, I patiently made another selection based on color. I was told that the padding would help with the texture. It has not because I can feel every imperfection of the (2) floors as well as the nails on the steps. I invited Larry to my home to see for himself and he assured me that he would do everything to resolve the matter. Months have ago by and Larry has not once written me or attempted to call me. Instead, I have attempted several times to speak with him Larry the manager and he has absolutely avoided my telephone calls. Finally I went into the the store on 1/5/2022 and he acted as if he did not know who I was, so I introduced myself again and reminded him that we still had not resolved the issue of the damages to my walls or the installation. He wanted to make a scene. I walked to his office and came back with a business card for the operation manager Jerry B***. I refuse to call Mr. B*** because I feel as if this situation could have been forwarded to his attention months ago and I refuse to argue with anyone at this point. They damaged my walls and sold/installed inferior product in my home. I pay cash and have a receipt and pictures.

  Business response

  02/07/2022

  Business Response /* (1000, 13, 2022/02/07) */ Ms. ******* was in our store and picked out several remnants to do steps and bedrooms and another carpet to be ordered. Upon measurement the remnants that were selected were too small Ms ******* was asked to come in and look at other carpets which she did. Our sales professional Bill B**** wrote up the change order and Ms ******* signed at that time. The carpet was ordered, came in and was inspected to make sure the correct carpet was received. and installed. We received a call from Ms ******* in reference to some damage to her wall in the staircase and some tackstrips coming through the carpet, which is normal on carpet installations. Larry Hunt, the store manager and myself, the operation manager, went to see Ms ******* about these issues. Upon inspection Ms ******* showed us the wall that our installer supposedly damaged, which we took pictures of, as well as some installation issues. The installation issues were minor and we told Ms ******* that we would send the installer back to take care of them, explaining what the installer would do to correct the issues. Upon addressing the wall damage we noticed in a lot of areas that the paint had been chipped and gouged and in some areas someone tried to repair them. We could not find anything that looked like fresh damage and we were told that she even had the wall covered. We sent the installer back to do the repairs to the carpet on the day and time that was suitable for Ms. *******. When our installer arrived he was asked to wait, which he did. Once the installer was allowed in he did the repairs as he was instructed to do. All work was done to the installation specifications. Mr Hunt and myself examined the pictures of the wall damage and could not see any new damage done to the wall. Mr Hunt took over the issue and agreed that we were not responsible for the damage. I am attaching the pictures of the wall and waiting for your reply. Respectfully Submitted, Jerry B*** Operations Manager Consumer Response /* (3000, 22, 2022/02/16) */ Rebuttal to Response It is my belief that I have been a victim of false advisement, extremely poor customer service, and the installation of an inferior product, and damaged to my home as a result of gross negligence and endangerment on the life's of my family on the part of Jim Boyd's America Flooring, who allowed an employee to bring a non-employee into my home. The non-employee was extremely negativity and angry, which resulted in the damage of my staircase walls and oil painting mural. I looked at their selection for carpeting and hardwood flooring and then made my decision. I stated that was I was disable and that it was imperative that I have textured/raised carpeting and thick padding. I informed Bill B**** that the (2) master bedrooms measured 6x22, which is 134 square feet. Bill B**** wrote up the estimate and informed me that there would be someone to come to my home and measure my floors, and I made a cash deposit and several days later a gentleman came and measured the floors. It was only after I made my cash deposit and the measurement that Bill B**** telephoned me to tell me that none of my selections would cover any of my stairs or floors, and that I needed to come into the store and make another selection. So, I went back into the store and walked around looking for something else that pleased me. There was very little to choose from because they had just had a big sale and Jim Boyd's American Flooring according to Bill B**** do not make refunds. At this point I felt as if I was being taken advantage of because it was only after I gave my cash deposit and the measurement that I was informed that none of my selections would fix my floors or steps. Again, I must stress that I gave Bill B**** the measurements of my floors and stairs count prior to signing the contract. Once, I signed the first contract for my original selection I was forced to make another selection based on color not on well needed texture due to my disability. Also, I stressed the need for thick padding with the new invoice which would be a major substitute for the lack of texture. I told Bill B**** that my home is well-over 60 years old. He stated that I would be a satisfied customer, and that he had been in the business for years. Prior to the installation I packed up the (2) bedrooms and taped off my bedroom walls and staircase because (1) of the master bedrooms had just been painted and the other wall had an oil painting. I treated this installation as a project, because I wanted the installer in and out of home as quickly as possible, due to the COVID19. The installation did not go well, in fact, I telephoned Larry Hunt and mentioned that the padding was very thin, and I ask for thick padding. Also, I mentioned that (1) of the workers had a negative attitude. Larry told me that Angel was the only employee from Jim Boyd's. I attempted to defuse the situation, in that I offered lunch to both workers. It was to no avail because the damage was already done and that evening I look down the stairs to admire the color and noticed my walls were damaged. The next day I examined all of the installation, which was not up to standard. I telephoned Larry Hunt and told him the problem. I invited him to my home and he came with another employee that inspected the work and some areas the walls. He assured me that he would be in contact with me in a few days. I patiently waited an entire year for his response. In fact, I have telephoned the store location of Jim Boyd's America Flooring several times and left messages for Larry Hunt. I refused to return my telephone call. So, I went into the store in 2022, and Larry Hunt attempted to treat me like a third class citizen. He acted as if he did not recognize me, so I took off my hat and told him my name, and that I had been awaiting his response as promised. He gave me a business card and told me to contact the person of the card. I feel as if I have reached an IMPASSE. There advisement was misleading in that I went in made a selection told them the measurements of my floors and the number stairs. Later, I could not be accommodate due to my disability as a paying customer, and they totally ignore the fact that I informed them that I required a certain texture. I showed Bill B**** my disability cards with regards to my impairment. They accepted my cash deposit, and then everything was to their advantage and not mine as the paying customer. Jim Boyd's American Flooring sold and installed inferior product, and damaged my walls and oil painted mural in the process and endangered my family. My Demand is for the cost of installation and the damages to my walls and oil painted mural that was on the wall in the amount of THREE THOUSAND & EIGHT-TWO DOLLARS and SIXTY-NINE CENTS ($3,082.69), which covers the cost of installation and the damage to my walls ($1,258.69 cost of installation; and $1,500.00 for damages to oil painted mural staircase wall). Business Response /* (4000, 24, 2022/02/17) */ I have reviewed the job as well as the notes in the file. Ms. ******* did come in and select from our selection of remnants and the selections were based on the sizes that we were given. Upon physical measurement the sizes of the rooms were considerably larger then what we were told. We did ask Ms ******* to come back in to reselect. The selections were made by Ms ******* were based of color and budget. A Charge order was written up detailing the carpet color and padding that was selected. As far as the padding goes we sell 2 pads that exceed manufacture specifications. The minimum pad requirement is no thicker then 7/16" with a density no less the 6lbs. Ms ******* received 7/16" 8 lb density. As far as a refund before she ordered that was not mentioned but could be done before the materials were ordered. As far as the wall is concerned, the damage we saw in the house and be enlarging the pictures there was significate damage to the painting that was beyond what we could determined as old or new. We are sorry that Ms ******* feels that she was victim of false advertizing. Her file has all the documentation the we have talked about. Let me know if you have any questions

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