ComplaintsforNational Design Mart

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased stacked stone from ******* *******, i gave him the space that needed applied, he figured out how much i needed, i have over 2 boxes too much. The stacked stone does not represent display in store , too many gaps, broken corners. I have to have it torn out and replaced with tile. He set me an nasty email saying this was my fault not his, very defensive. All i want is a refund on 2 boxes not used im eating the rest of the loss I have never been treated this way by a company, i have been pretty flexible considering the loss i will have due to product they sell. I will never do business with this company again .

  

  Business response

  03/27/2024

  Customer brought in their own dimensions and ******* figured the job heavy because stacked stone by nature is raw material glued into panels for ease of installation, however; they do require some modification by the installer and it can create additional waste.

  The sales associate, *******, informed the customer that she should confirm quantities with the person installing the material. Some of the material that is gapped in the fireplace that the installer already installed. It was explained to the customer we cannot do anything about that, installation of material is acceptance of material and that she would need to speak with her installer about that.

  The sales manager, ******, got involved with the customer and explained that if she sends pictures of the material in its defectiveness that he would open up a claim with the vendor and found to be defective by the manufacture a refund could be issued at that time. A claim was filled on 3/26/2024.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National Design Mart took payment of $17,511.77 of my very hard earned money. I expected professional, beautiful work to be done in my brand new home, but have received the absolute complete opposite! They have improperly installed luxury vinyl plank flooring that I upgraded and paid extra money for because it was supposed to be quality. They knowingly installed it wrong the first time. The manager of the team they brought out stood over the 3 installers, knowing that they did not level the floor or sand properly and allowed them to install this expensive vinyl flooring on top of an unlevel floor, covered in drywall dust! When they returned to reinstall It was an absolute filthy nightmare construction zone. In the process of taking out the flooring they destroyed my shoe molding that had been painted to absolute beautiful perfection prior to their incompetent mistakes!! They also dinged up my 5 inch beautifully painted baseboards. So much of the flooring was damaged & needed to be re-ordered so instead of thinking about that ahead of time I’m still waiting for three more boxes to be installed. My floors are still very unlevel and dissatisfactory. In my guest bathroom it looks as though a five-year-old tried to replace the shoe molding it is absolutely hideous! In addition, they did not reinstall portions of the flooring correctly so there are gaps. The transition piece along the tub also looks as though a five-year-old ran the silicone along the edge, completely unacceptable!! National destroy your home mart requires that you pay upfront, now I see why! I’ve tried to live here for nearly 2 months with no sofa no rug nowhere to sit. I’m unable to cook so I’ve had to eat out every meal including driving every morning for my coffee. I have spent a fortune on prepared meals because everything I own is in boxes. I paid professional movers and my son took 4 days off work to help me move from my apartment where I was living incredibly comfortable. There’s much more!

  

  Business response

  10/17/2023

  We initially installed the floor on 8/9/2023. We received an email on 8/24/2023 from the customer that the floor seemed spongy in some areas. On 8/25 or Director of Field Operations went to the customers home and determined that we need to remove some of the flooring to determine what was causing the issue. On 8/30 a full inspection was completed and it was determined that our installation team did not properly prep the surface before laying the floor. This was reviewed with the homeowner and it was explained that the best course of action was for us to come back, remove the flooring, prep the floor properly and re-install the floor. On 9/13 the customer was contacted letting her know that the floor arrived and we were looking to schedule the repair. No response from the customer until 9/18 when she contacted our Director of Field Operations looking for an update. 9/20 the customer was contacted to schedule the repair. 9/25 the Director of Field Operations meet the customer on site to review the layout and how the repair was going to go. 9/29 the customer sent an email requesting if there was an option to keep the floor as is in exchange for money off. It was explained to the customer that she would not be happy with the floor and that our end result is that she is happy with the floor. The customer agreed and allowed us to schedule the repair.  The repair started on 10/2. The initial thought was that this would be a 3 day repair broken into 2 phases. On 10/5 we discovered we were short 1 box of flooring. This was reordered and floor is no completed.

  
  We agree that our installation process was not followed and our team worked tirelessly to make it right, including dust containment around cabinets and lighting. We never prevented the homeowner from moving in or caused her not to have a completed home. It was explained to the customer that if she moved in it would be our responsibility to move all her items and put them back upon completion of the repair. The Director of Field Operations paid for her meals for 2 nights, offered additional nights but it was declined, and paid to have her house cleaned on 10/9/2023.

  
  The counter top issue is still being worked on with the homeowner and she is scheduled to review the replacement piece on 10/18/2023.

  
  We stand behind our work and continue to handle all the customers concerns.

  Customer response

  10/17/2023

   I am rejecting this response because:
  This company comes in like a wrecking ball,removing their improperly installed flooring,destroying my beautiful baseboards ,shoe molding, even causing damage to my expensive custom Amish handmade cabinetry during the failed install of the Quartzsite , including the wrong backsplash that I originally paid for!!

  They give out partial truths here in their explanation!! I have NOT been able to live in my home comfortably. It has been an absolute nightmare,, to date over two months now living here I’ll still have no kitchen faucet, so I am unable to prepare any meals in my home!!

  I was supposed to move into a turnkey beautiful home . I gave a 30 day notice where I was living in an immaculately, clean, beautifully decorated apartment, while building this home, including the convenience and luxury of actually preparing my own meals, saving money on the extreme expense of eating out,, only to find out that my nightmare with national destroy your home mart  had only just begun!!

  The expense has been incredibly overwhelming, driving to town every single day for meals already prepared, including my morning coffee!! It’s absolutely absurd the excuses national destroy your home mart makes for their incompetent lack of knowledge to properly install flooring, carpet, and countertops!! They want everything paid for in full upfront and I see why they have so many unhappy customers because once they take your money, you are absolutely at the mercy of their incompetent team to come back out disrupting your day,, your life  for months on end, and still cannot make right  all of their wrongs!! This company has continued to keep me at a constant state of anxiety and unrest never knowing what else they’re going to damage & unsatisfactorily, redo. Had I wanted  a fixer-upper instead of a brand new home, that’s what I would’ve bought,, I did not expect to live in a construction zone and have everything in my life upside down by this pathetic excuse of a company!! 

  What was supposed to be a two days reinstall turned into 4 days and still didn’t complete my floor because they didn’t order enough new flooring to replace all the damaged flooring from taking the floors out,, so  had to come back a 5th day and it still is not properly installed because from the beginning they did not send out the proper team to determine the necessary underlayment to make a decision on the leveling process and what was necessary to ensure me the homeowner a beautiful properly installed level floor ,that’s why the remedy here is very unsatisfactory, even as I’m writing there are unlevel portions of my floor everywhere, dips that are so noticeable when my family came to visit it is embarrassing & completely unacceptable!
  

  This company is a major joke ,, anyone that reads the reviews here can see they make the same excuses to every customer because they simply do not put the customer first, even though their webpage claims that the king brothers are out serving the community and in the local store where you shop that is all complete advertisement because when the rubber meets the road the only people that suffer through this horrific process are their customers!!

  If this is what they call serving the community, I say  along with all of the other complaints on their website as well as turned over to the business bureau,,, NO THANKS!!!!! 

   

  
  

  

  Business response

  10/19/2023

  Again, we are not denying that mistakes were made but when they were discovered they were corrected.
  
  We are still in the process of correcting issues with the granite. The backsplash in question broke during the fabrication process so a new piece was made. It did not meet the customer expectations. The customer was given a new a layout and we are awaiting her approval.
  
  We did, unfortunately, scratch the cabinet during the install and we will be happy to pay for the repair of the scratch once the install is complete.

   

  
  

  Customer response

  10/20/2023

   I am rejecting this response because:
  
  National Design Mart claims in the statement above that they made mistakes when installing my flooring and then corrected it. This is NOT TRUE!!

  My floors are still unacceptable. They still make lots of noise which they claim with this expensive type of luxury vinyl flooring there should be no noise whatsoever. Remember as I’ve said it previous reviews I paid a lot of money to upgrade to this expensive flooring. 

   There are still many low spots that are extremely noticeable. It sounds like I’m walking on rice crispies, which were the original problems from the start.

  During  the reinstallation of the flooring they have marred my shoe molding and 5”baseboards to the place that all the shoe molding has to be replaced and painted ,, I’m  completely dissatisfied with the floor all together !!!

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used non-waterproof baseboards in bathroom, which are now decomposing and moldy. The wood-laminate flooring they installed is uneven, unsealed and separating from the baseboards. The carpeting they installed was not the proper selection and installed improperly. They initially installed the wrong flooring. They glued the original flooring to the baseboards. They ripped up the original flooring, but left the uneven epoxy on the sub-flooring. When the re-installed the proper flooring, it was uneven, had gaps between boards, was unsealed, and is separating from itself and the sub-flooring.

  

  Business response

  07/13/2023

  We were notified yesterday of the concerns listed by the homeowner. We submitted it our claims and warranty department. They will be scheduling a time with the homeowner to conduct an inspection to determine the cause of any failure with the flooring. We did not supply or install any baseboards within the home and will not be able to assist with the issue concerning the baseboard.

  The customer should be hearing from our scheduling department with in the next 48 hours.

  Thank you.

  Customer response

  07/21/2023

   I am rejecting this response because:
  National Design Mart installed the wrong flooring. They removed the flooring to re-install the correct flooring. The removal of the flooring left the subfloor uneven. This caused the new floor to be uneven and have gaps. This will be the 3rd time National Design Mart has come to my house to address these issues. Each time they repair a floor board, it causes damage to the surrounding flooring.

  The flooring continues to delaminate. National Design Mart stated the flooring can not be sealed or protected. Even when the floor boards are closely fit together, delimitation caused by water still occurs.  I was told not to mop the floors because water would seep into the gaps and ruin the floor.  The entire floor is not properly installed, the product is faulty. It needs to be completely removed and the sub-floors properly restored to allow for new flooring to be installed.

  
  I would like National Design Mart to remove the flooring and restore the sub-floors. This was a new build home. It is the responsibly of the builder and the contractors to have installed the proper materials the first time. Their mistakes should not unduly financially burden me. 
  

  The lead floor installation manager from National Design Mart reviewed the floor. Said it shouldn't delaminate like this. He also stated he would never put this product in his own home. He chose a new board from a box of replacement boards, even that board was delaminating. The product is defective and I want it removed at no cost to me.

  Attached are examples of issues with the flooring. There are many many instances of similar issues throughout the entire house.
  
  

  
  

  

  Business response

  07/27/2023

  On July 19th we sent our warranty/service technician to inspect the areas of concern. He noted that there are two planks of the floor that need replaced and few nail holes that need to be filled as well. In addition he noted some tile needed installed under the curb in the bathroom.

  On July 26th one of our customer service representatives called to try to schedule the repairs. Mr. Heidenreich stated he not accept the repairs and wanted the entire floor replaced. He also informed our CSR that he recently had water damage caused by the sliding door. This is in the area of the floor that delaminating.

  Water will cause the floor to delaminate, swell, buckle, and gap.  

  All flooring that was installed was the floor selected. This was verified by a sample being taken out to the home and placed on the floor. The floor matched the sample, this was test was completed with Mr. Heidenreich present.

  However, out of the interest of customer service we are still willing to make the repairs as indicated by our service tech. 

  Customer response

  07/31/2023

   I am rejecting this response because:
  
  The flooring installation per manufacturer’s instructions were not properly followed. No consideration was taken for the humidity/moisture levels at time of installation. No underlayment was used, the engineered hardwood was glued directly to the subfloor. Additionally no mechanical fasteners were used.

  None of the vendors are properly communicating with each other and is causing multiple issues. The builder/developer mixed up the unit numbers and confused the issue of the proper flooring selections. National Design Mart installed the WRONG engineered flooring and WRONG carpeting. They installed some other Unit’s selection in my home.

  Brooke Howell from National Design Mart has my carpet selection properly documented as Iced Mocha; however, that was NOT installed in my home.

  When National Design Mart removed the wrong engineered flooring they did NOT properly installed the new wood flooring per instructions of the manufacturer. Attached are the manufacturer’s instructions for installing the engineered flooring that National Design Mart used.

  I most definitely have more than 2 boards that need to be repaired and replaced. National Design Mart has been out to my home multiple times attempting to fix these ongoing issues. Each time they attempt to fix any board they make the issue worse and more and more boards continue to delaminate, crack, or come unglued.

  The floor needs to be removed so a new floor can be properly installed.

  The proper carpeting selection needs to be installed.

   

   

  

  Business response

  08/01/2023

  We will repair the areas noted in our inspection, as the entire floor does not need to be replaced. 

  All records indicate the correct flooring was installed and to specifications.

   

  Customer response

  08/02/2023

   I am rejecting this response because:
  
  Per manufacturer’s instructions. I want dated documented proof of the moisture reading taken prior to flooring installation ensuring the humidity was within the proper ranges. 

  Per manufacture’s instructions an underlayment must be used.

  Per manufactures’s instructions metal fasteners must de used when joists are 19” or greater, which is the case in my home.

  National Design Mart states the flooring was installed to manufacture’s instructions for the product installed in my home.

  There is nothing to indicate the flooring was installed properly.

  Please provide the necessary written documentation and proof the floor was installed per the manufacturer’s instructions

  

  Business response

  08/03/2023

  This job was done through The Krill Company. The 11-mnth inspection was completed and all items identified in that inspection will be addressed. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased countertops, blanco sink, and backsplash. After a few months our sink cracked after normal use. I contacted national design mart and they directed me to the manufacturer. The manufacturer shipped a replacement sink free of charge. When it arrived and I compared it to the sink National design mart installed I notice there was a very large defect on the original sink That looks like it was patched prior to installing it. I contacted national design mart and was told they they would have installed a damaged sink as long as the crack was not on the inside. They want to charge me $500 for labor to install new sink even though they installed a faulty one.

  

  Business response

  03/17/2023

  We explained to Mrs. *********, the manufacture will only cover the replacement of the defective material. All other costs associated with removal and install of the new sink would be at the cost of customer. If there was a defect in the material it was sent and shipped that way by the manufacture passing all of their quality controls. We offered to do this removal and install at a discounted rate out of the interest of customer service. Typically the cost to remove a sink and reinstall one is roughly $1,500.00 depending on the sink and installation method (meaning under mount vs drop in).

  Customer response

  03/20/2023

   I am rejecting this response because:
  
  I understand that the manufacturer replaced the sink.  My complaint is that national design mart installed a sink that was visibly defective on the underside and when it cracked inside from that defect they want me to pay the labor to replace it.  I don’t understand how a company can charge me to install something that they installed not being 100% to begin with otherwise it would haveheld up. We are talking about a sink we have only had for for less than 6 months.  And I feel like they are just as much at fault as the manufacture for letting something that was defective be installed. I don’t feel like I should have to pay the labor when I didn’t do anything wrong.

  

  Business response

  03/24/2023

  National Design Mart does not manufacture sinks, nor do we repair sinks. The sink was sent from the supplier and upon receiving the sink, National does do a visual inspection of the item to check for finish defects and/or scratches (looking at the finish side only). Under no circumstances would we have know that the sink would fail. As stated previously the sink passed the quality checks from the manufacture. We will still stand behind our original offer to remove and replace the sink at a discounted rate of approximately $500.00.

  Customer response

  03/24/2023

   I am rejecting this response because:
  
  I understand that you’re saying that this is the manufactures fault but they have replaced the sink free of charge and send us a new one but considering the sink that I was given was not 100% when it was installed I don’t feel like I should have to pay for the labor to replace it. That would be good customer service to replace the sink without charging me. Had I got a sink that was without defect I would expect to have to pay for another one. It’s not like my sink was 100% and I damaged it otherwise I would agree that it was for me to pay. I was given a sink that clearly had defects , you can see by looking at the photos that it was not 100% when it was installed. I would like national designer to do their part and make this right as the manufacture of the sink did. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2022 we ordered $30,400 worth of polished ceramic tile to be supplied and installed in our home. The sales process went smoothly and the product was ordered and installed as promised. Into the summer we began noticing portions of grout coming out of the joints, as well as a significant amount of discoloration in the grout. NDM sent service people to replace the grout in the small areas on multiple occasions where it was missing or too low. In October we began to reach out to NDM with concerns that the grout was coming out of the joints when we cleaned it at a more rapid pace. It was obviously too soft. They sent install managers on two more occasions to observe and these managers felt the grout was too soft, and applying a stain to darken it to reduce discoloration was not a feasible option. NDM requested that the grout manufacturer come observe. When the ***** (manufacturer) visited he was reluctant to say the grout was soft, except for a few small areas. I continued to reach out to NDM stating that the grout is mixed in larger batches and the installers likely added too much water to the batches. It is unlikley that it is limited to small, soft areas. We can scrape the grout out with our fingernails and scrub brushes can take layers of it off easily. Large and major areas are too soft. In February of 2023 we were given an option to split the cost of staining with NDM. I refused this option saying that we were not comfortable staining something that is soft and will likely be removed over the next couple of cleanings. I have requested a phone call and discussion with the Operations Manager on multiple occasions. I have yet to have him reach out. I only have received calls from schedulers or service managers that want to fix the low and missing sections. WE do not want any money back. We only wish to have a solid and durable grout installed. The only resolution is to have the grout removed and replaced. A replacement of the grout is what we are seeking.

  

  Business response

  02/10/2023

  Please reference email below that was sent to Mr. ****** this evening at 5:00pm.

  Mr. ******,
  We had an extensive meeting reviewing all the information, as I am not familiar with your job and needed to gain an understanding. ***** ***** is our Customer Service Manager and your advocate. I trust our people to do their job, as they are experts in their fields. Our mission is to deliver on our customer’s expectations and I understand you feel that we did not hit the mark and that is why we sent out our Installation Manager, our Director of Field Operations and the ***** Rep to review your concerns.
  
  Based on the inspection done by **** ******, our Director of Field Operations, and the ***** rep; it was determined that there were a couple of areas that needed to scraped out and redone. Those areas will be done at no cost to you, as the repair that was done was not done properly. We do not feel it is necessary to remove and replace the grout throughout the entire job. As we stated, any areas that we documented, that were failing, during the inspection will be redone.
  
  Where we are trying to meet you guys in the middle is on the staining of the grout. Out of the interest of customer service we offered to pay for half of the cost of staining the grout. We believed this is a fair compromise for both parties.
  
  We strive to deliver on exceptional customer service, which is why we sent out **** ****** and ***** rep to determine the issues you were having. **** has been in the industry for over 20+ years and the ***** rep has been industry for 30+ years. With that combined experience I trust their assessment.
  
  Again, we are prepared to repair the areas that are failing but we do not deem it necessary to redo the grout on the entire job. The only thing that is chargeable is the staining of the grout and out of the interest of continued customer service I am willing to offer staining the grout at no cost to you. Please let us know how you would like to proceed.
  
  Sincerely,
  
  **** ******

  Customer response

  02/13/2023

   I am rejecting this response because:
  
  WE now have over a hundred linear feet of grout that is low or missing. More and more appear every day. I have sent NDM a video in hopes of enlightening them to the severity of the situation. I hope they can rethink their stance after the video. Staining grout that is missing and falling out is not the solution. 

   

   

   

  

  Business response

  02/27/2023

  Mr. ******,
  Thank you for taking my call. I wanted to follow it up with an email as well.
  
  After reviewing the videos and discussing it with our team we will scrap out the grout and re-grout the entire area.
  
  We will have our scheduling department reach out to get this scheduled for you.
  
  Thank you for patience while we work through the process of resolving your issue.
  
  Sincerely,
  **** ******.

  Customer response

  03/02/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/19/22, my husband and I went to National Design Mart in ******* **** to look at quartz countertops. We provided them with the approximate measurements of our kitchen areas. We received a quote. On 12/8/22, the templator arrived to measure. We told him we wanted the standard overhang ( at least 1 ¼ inch ) on each side. He removed an outlet cover, and measured the depth of the tile so he could use that measurement to make any necessary adjustments. He laser measured the countertop areas. The remaining balance was paid on 12/13/22.. The counters were installed on 1/5/23. The following day, we emailed our saleswoman about the larger than expected gap across the back, and the short overhang along the right side of the countertop. We were at first assured that it would be taken care of. I was contacted by the store manager assuring me that it would be looked into. However, after several emails, they both began to backpedal and make excuses for why the countertop was cut that way. On 1/16/23, the Installation manager came to look at the countertop. He took photos and measurements and agreed that overhang was short. On 1/19/23, I received a call from the manager again, with our saleswoman present. He informed me that they would not recut the countertops, nor would they refund us. He told me that they were willing to “give us a few bucks toward our backsplash”. He gave me the name of one of the “higher ups" to call. I called, left 2 messages, no call back. On 1/20/23 the manager told me that the person I needed to talk would call me on Monday or Tuesday (1/23-1/24). As of the writing of this complaint 1/ 27) we have received no such call. The manager refuses to put it in writing that they will not re cut our countertops or refund us. We don’t know if the error was made during templating, fabrication, or if they simply ran out of material and thought we would not notice. We have explained to everyone that all we want is what we paid for.

  

  Business response

  01/31/2023

  We have sent our our Production Manager to review the job with the homeowner. We will review the information that he brings and will follow up with the homeowner. Thank you.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Think twice before you go with this company. I needed 2 countertops for a guest and small bath. They mixed up the sinks and stone sizes. I kept one because it supposedly fit in the small bath upstairs.I should have stopped there, but decided to order another piece of stone for the guest bath. When they were transporting it to the back room, they dropped it! I opted for a refund on that counter. Then as I began to get ready to paint the upstairs bath, I noticed the countertop they put in is 3 inches shorter than what was previously there! I didn't notice when they installed it because the mirror had been taken out and had pulled the dry wall off and also there was also wallpaper that needed taken down so it had masked the area and was torn a bit down the wall. It left a 3"square deep indention. At no time did any of the installers tell me this was going to be shorter. They could have been up front and told me of this problem while they were at my house installing it. Now I have to hire a dry wall company to come in and repair the damage because it is unlikely that this company will repair it. It's a mess of a company.

  

  Business response

  11/01/2022

  The consumer bought 2 bathroom counter tops, during the program process we switched the selected sink cut out's; this was our error. ****** then us making the counter top the customer selected to move forward with us installing the one bathroom, which she supervised the installed and accepted it. The customer came back into the store to select new material, this was material was broke during the fabrication process. At that point the customer was notified and only paid for the material that was installed. All other monies were refunded to the customer. Unfortunately, according to our granite packet (that the customer signed off on) we are not responsible for any drywall damage. Thank you.

  Customer response

  11/01/2022

   I am rejecting this response because:
  
  I didnt notice that my new countertop was about 4 inches shorter than the one they took out. The reason for this is because under my old vanity was wallpaper. The wall paper covered the area. It wasnt until I started taking the wallpaper off to paint the walls did I notice what they did. It was fairly deep so I had to call a drywall company to repair it.  I feel they pulled a fast one on me taking advantage of the mess they caused with their mistakes of ********* and vanities.   The fact remains that my old vanity was 4 inches longer than the one they put it. I didnt notice it at the time but it is still the way it was and I had to get it repaired. 

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to install kitchen counters plus backsplash. The company has to template multiple times as well as attempt to install over 4 times because they were incapable of getting a cut correct. The backsplash pieces they installed are some sort of scrap pieces as the one piece has an uneven jagged edge and another piece is shorter than the piece next to it. Additionally, one of the workers took a chunk out of one of the pieces in an outlet cutout. I had been communicating with multiple people at the company to rectify this issue and now it has gone quiet. I had previously been working with the Director of Operations who conveniently went on vacation right after hearing about my issue and then said he would get back with me once he got back. I gave him another week after he said he would get back with me and after no response to multiple emails I am at a loss. Prior to working with him, I had shared these issues with others at the company including the salesperson as well as other upper management, ****, who said he was working with the owners to make this issue right and I have not heard from him either. I cannot get any response from this company after they installed a subpar product and even took a chunk out of my counters. They got their money and are now ignoring my issue. They also incorrectly templated the outlet cutouts and now I can’t even install outlet covers. When I brought this up to the workers when they were installing, they told me “well if we try to remove it now, it will destroy your cabinets, walls and counters”

  

  Business response

  07/25/2022

  This issue has been resolved with the customer. It was resolved on 7/15/2022. Thank you.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received new carpet 4/5/2012 throughout my house except the kitchen, bathroom & foyer. On the very first day of installation the carpet started to come up. I complained and was told they could kick it for $100 per hour. Now the carpet is coming up in almost every room in the house. I am not paying $100 per hour for a poor installation. Please resolve.

  

  Business response

  07/10/2022

  We offer a 1 year warranty on all products that we install.

  There are many factors that can result in carpet needing to be re-stretched, humidity in the home, movement of furniture and traffic patterns can all result in carpet needing to be serviced. In addition, when carpet is cleaned and the water is not extracted properly (i.e. not using a professional service to clean the carpet), may result in future issues. 

  We are willing to inspect the areas of concern. Any service and/or repairs that are needed will result in fee.

   

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased floor tile on 7/22/21 for our basement. Once i got it home, i realized it would not work with the colors we have. I called to see how to return it, and I was told it was not returnable. I said i was never nformed of that, there are not signs, nothing on the receipt and our sales person did not tell us that. I asked again about a refund and she said she would talk to management and see what she could do. She didn't call back, and after 3 days, I called back. i was told that she couldn't do anything about the tile and refund. I stated again that there was no notice of the 'final sale' anywhere in the store, online, on the reeipt or even verbal. She said she would talk to manangement again, and again she did not call me back. I called again, left a message, and she alled back 2 days later, saying no she couldn't do anything about it. I would like to return the tile for a full refund.

  

  Business response

  08/02/2021

  In review of this customer's complaint, we will refund the money upon return of the material as long as it is in the good sellable condition. Thank you.

  Customer response

  08/11/2021

  I am rejecting this response, as we returned the tile on August 7th, and have not received any refund or communication from them.

  

  Business response

  08/11/2021

  Material was dropped off on Monday 8/9, we have been trying to contact the customer to process the refund on their credit card as we do not save that information. Message were left on Tuesday and when we called today 8/11 the consumer stated they needed to call us back and we have not heard back from them as of yet. Our Customer Service Department can be reached at 330-738-8080. If we do not hear back from the customer we will issue an instore credit. 

  Customer response

  08/16/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did not receive any voice messages, I did receive 1 phone call.  I did not have the card information with me at the time. I did call them back and provided my card information. A refund has been issued to the card. 

  I hope that they will clarify the return policy on their clearance items, to avoid this issue in the future. 

  Thank you

   

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