ComplaintsforFloor N More

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/25/23 Floor N More was given a deposit of $800 and hired for a ************** on my home. They were supposed to install tile in my bathroom floors, while material had already been purchased by me; however, due to the fact that after 2/25 they breached a contract on a previous wood floor installation project, (of which I had given a deposit of $6,350), and poor and faulty craftsmanship (since confirmed by additional flooring professionals), unprofessional responses and failing to give us a refund on that project, I could no longer trust Floor N More and the owner, ***** (****) ********************** and have since requested my refund of $800 on a job that was never started. Mr. ********************** has refused to refund any money at all. Including the $800. The process of trying to get my money back is far from over, as I will take any legal action necessary to get my money back. Nonetheless, I am trying to facilitate this for everyone and requesting once again that the $800 deposit be returned, as to not have to proceed further legal action on a project that was never started in the first place, and of which Mr. ********************** has lost nothing from. Due to the violation of their first contract and the abrasive demeanor of ************** to correct their mistake, I have lost all faith in this company.

  Business response

  03/15/2023

  Can ************ please point out exactly where in any of our correspondence did we deny him the refund of the 800 dollars for the tile work install only. He had even emailed my associate and she responded to him that we are aware he wants to cancel but at the time me and him were still emailing back and forth. We have no desire in keeping his $800 dollars for the tile labor only knowing that we didnt do anything yet. The email he is attaching in this complaint is regarding the wood floors that we had already installed and got them ready to stain which we had already covered all those details in the previous complaint.. I would highly advise ************ to stop making statements that are false and accusations that are not true. We have not once spoke badly about his personal character and how he hast treated me or Floor N More associates. Now regarding this specific dispute about the $800 dollars Ill be more than happy to refund his money and cancel that specific contract, this process needs to be done in person at the office cause the contract has to be mutually signed about that its being canceled and the refund receipt has to be signed for as well. ************ Can email me directly with a date and time next week that he can stop by and I will get that refund done for him. 

  Customer response

  03/15/2023

  Complaint: 19592612
  
  I am rejecting this response because:

  Our correspondence clearly states that I requested a refund for the $800. On March 3rd my email to Mr. ********************** states, We are hereby canceling our March 9 tile installation too. I would expect the refund of the $800 deposit considering all that has happened. Mr. ********************** did not acknowledge this request, nor made any effort to refund the $800. On March 4th I emailed Floor N More stating, I'm not sure if **** told you, but we are canceling the bathroom tile to which the authorized agent replied, And yes **** had mentioned about wanting to cancel the bathroom tile but he said he was trying to fix everything with you and was going to have ************* do what your asking for to get you the stain samples so Im not sure where yall have left things at? On March 5th I emailed Mr. **********************, We no longer wish to do any business with your company and would like a complete refund of $7,150, which is the refund of the deposit for the wood floor and a refund of the deposit for the bathroom tile floor installation (scheduled for March 9th but canceled). To which again Mr. ********************** failed to acknowledge, nor did he make any effort to give me that $800 refund. Mr. ********************** states in this BBB response that I am making false and accusations that are not true. And We have not once spoke badly about his personal character and how he hast treated me or Floor N More associates. However, in Mr. **********************s response to the first BBB complaint, on March 7th , Mr. ********************** clearly stated, AND although we made more than one offer in writing to him and ultimately each offer leads to exactly him picking the stain he wanted he continued belittling Floor N More and the crew and our ability to get him the stain color. There is no way Mr. ********************** could prove I have belittled him or his crew, emails prove that, as well as recordings between his crew, Mr. **********************, and myself, which demonstrates I have been nothing but polite and respectful. Regarding the $800 refund, there is no law requiring that I go in person in order to receive my refund. Everything could be done electronically and refunded to the original method of payment. I reserve my right to maintain all communication with Floor N More to electronic means, to avoid any further possible misleading practices.
  
  Thank you,
  
  ***********************
  
  
  ***********************

  Business response

  03/16/2023

  Without replying back with any other specific details in regards to his response cause its to no avail with this customer as its clear from every response that he is not seeking resolutions no matter what he is offered. I stated he can come get his refund in my previous response and I will state it again with more explanation so ************ can understand it more clearly. He is welcome to come to the office and get his refund in person, we do not even have ************** credit card information to just issue a refund on our own. He came by our office and signed the contracts in person and made the payments in person. The credit card machine is encrypted and doesnt store his information for fraud prevention and to issue a refund the credit card has to be inserted into the machine or manually typed into the machine. But to prevent fraud and as all credit card companies and banks warn against, we can not take his credit card information over the phone. But if he wishes to do things electronically than at his own risk and liability he can email a copy of his credit card along with an ID that matches the information on the card and we can process a refund that way. He will also need to sign a statement regarding canceling the tile labor contract. 

  Customer response

  03/17/2023

  Complaint: 19592612
  
  I am rejecting this response because:

  Not taking payments over the phone is contrary to when ****** from Floor N More was willing to accept the credit card payment over the phone and even emailed me the contract to sign and return via email. What I want at this point is a check for the $800 sent to P.O. BOX 506, ********* **. *****. However, you are welcomed to enclose your signed copy of the termination of contract agreement with the check.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/16/23, I payed Floor N More a $6,800 deposit for hardwood flooring on 710 sq. ft. and 14 steps. I was informed in person and through email that I would be contacted when they were ready to stain the wood. They were aware that we wanted the stain to match the downstairs flooring and said repeatedly that we would be shown samples to pick from. On 2/27, Floor N More began installing the wood and on 2/28, another contractor informed us the floor had been stained. Upon seeing the stain I realized that it was a dark stain, in comparison to the light floor. I reached out to Floor N More and spoke to the owner *******************************, to inform him that we never picked the stain and that it was not even close to a match. **** proceeded to tell me that there was miscommunication and that his crew was informed it was a match job, and that they had a plan to make it match by adding a poly to add ***** to the color. This did not solve the problem, I repeatedly told **** that we wanted them to fix it by starting over and allowing us to pick from a variety of stains (per the signed contract). **** was rude and unprofessional in his responses and eventually agreed to sand the flooring and let us pick from 3 stains. I requested he apply a variety of stains to spare wood planks in order to see the stains in different lighting and move it throughout the upstairs in order to make a decision. He refused and told me I will not tell him how to run his business. After much documented back and forth, and after seeing the terrible job they did in sanding as well as the stains left on walls, I told him I no longer trust his business and did not want his crew to come back to apply any stains on the floor at all. He eventually emailed me saying he would agree to do the samples on scrap material. However, by now I no long trust him and just want my money back, since I will have to pay another company to remove the floors and start over due to the quality of the wood that was not what I payed for.

  Business response

  03/06/2023

  From the beginning ************ had left us a note in the house the day we went to measure his floors and before we even did anything with him with what he wanted us to measure for and the type of floor he wanted to match. Upon researching his existing floors we found out it was discontinued so we advised him that the only options he has was to go with a similar engineered wood floors or go with a solid hardwood that we can stain and finish on site to try and match his existing engineered wood. We advised him that with doing so we can only get to aprox 80% match. He agreed to do exactly that and expressed no concerns in the percentage of the floors matching or the fact we are installing unfinished solid wood. He never had any questions or concerns on the process aside from the fact that he wanted to pick the stain with my guys. He signed a contract with us on February 17th to do the custom solid wood. Shortly after we scheduled wood delivery and let it acclimate for aprox a week. On Monday the 27th we started his demo and installation of the floors and the stairs. On Wednesday the installers stained the floor and we got a call from ************ saying his floors dont match and the crew didn't show him samples of stain that they had picked what they thought was the best match. I advised him that day that we are aware of that mistake and we will hold the crew liable if the color doesn't match and we can have them sand it and re-stain it again if they messed it up. On Thursday Morning I went out to check out the floors cause ************ claimed they were still not a good match and the guys should have showed him a sample first. After arriving on site with ************ present I was shocked to see the floor was more than 80% match but ************ disagreed and due to the fact that my guys had made the error of not showing him samples I agreed to have them come back and sand it down. Within nearly 2 hours after our meeting I had the guys on site and they sanded the entire floor down and where in the process of preparing it so they can show him samples and redo the stain. Thats when the unreasnboale demands and threats started from ************. We exchanged emails for 2 days and I made every offer I could think of on how to show him stain samples but nothing was enough for him. He demanded he wanted the samples done on single boards and wanted to wait until they dry before he can pick a stain and although we agreed to doing it exactly his way and the emails attached prove that without a shadow of doubt he decided to ignore our emails friday and saturday and sent us an email threating to *** and filing claims with BBB if we do not give him full refund of his deposit. The job is not paid in full and he still owes a balance of ****. So after doing demo, installing hardwood floors, finishing it to at least 95% match but than agree to sand it down and re-stain it again simply cause the guys didn't show him the stain option the first time but agreed to redo it exactly his way he still wants a full refund of his deposits and walk away with not paying the balance as well. The job is more than 75% completed at this point and all we want to do is have ************ meet our installers on the job so they can make him the stain samples he wanted and let him pick one that he likes so we can stain and finish the floor. 

  Customer response

  03/06/2023

  Complaint: 19544526
  
  I am rejecting this response because:

  It is not true that a note was left. What really occurred is that before I even closed escrow on the house I emailed a letter of different home improvement projects to the realtor asking her to give to different contractors. This letter was only to inform contractors of improvement we were looking to get done and what the quotes for each would be. In order to have an idea on how to proceed with improvements once escrow closed. Floor N More was one of the businesses that went to give us a quote. At that time I was seeking options on different types of floor, they showed up on February 6th to give a quote. The contract was not signed till February 16th, once a flooring was selected. The initial quote was in no way a contract, nor an agreement to the type of floor or stain. We did not even own the house at that point. I have attached the form that was given to the realtor to give to the contractors as well as the email confirming when they showed up. If anything it shows that I was considering engineered wood before settling on red oak. The contract clearly states, "stain is picked between Floor N More installers and customer" Instead they stained without our knowing and approval. That is a fact. I have also attached email correspondence of showing how unwilling **** Sweidan was willing to give us stain samples on planks in order to correct the issue. Now that he wants to agree to do the samples in the way I requested, I no longer trust his business and want to start over with a new company. We are willing to give him the wood that will be removed once we have someone else remove it and start over. However, we still want a full refund.
  
  Regards,
  
  ***********************

  Business response

  03/07/2023

  We never stated the fact that the customer picked his *********************** selection from a note he gave us. The details we mentioned in the outline of our events was to show that ************ had no idea of what floors to go with and had no knowledge about the custom solid wood being an option. Even after the floor was stained last week and Floor N More representatives and myself had several conversations with ************ about how the solid wood process is done and how it is finished. We had to assure him over and over that our installers are the ones who hand-scraped the floors by hand and stained it by hand while he kept arguing that the floors came scraped from the manufacturer but that is completely false. We also assured him and our emails prove it loud and clear that since the guys had stained the floor without him seeing the sample first that we would have them redo it regardless if it matches or not. And the very next morning upon personally expecting the floors with ************ present at the house and seeing that the floors had more than a 90% match and the photos after it was completely finished show and tell that it does match, we still agreed with ************ to sand down the color and redo it so he can pick his own stain that he feels is a better match. We sent the crew that same day as we had agreed upon in person to sand down the floors but right after we sanded them down and started preparing the floors to show him samples that is when ************ became an expert in Hardwood Floor staining and starting demanding things be done exactly how he wanted or else! And although we made more than one offer in writing to him and ultimately each offer leads to exactly him picking the stain he wanted he continued belittling Floor N More and the crew and our ability to get him the stain color. Even after everything that had taken place I still reached back out to him twice via email asking him to move forward and just to go and meet with the crew and let them show him samples first before he makes a decision on wether they are capable of doing what he wanted or not. I have attached copies of the emails we had sent him that contradict the false statement ************ keep making about the fact that we refused to show him stain samples and only offered him 3 stains only. No where in the emails does it limit him to how many samples he can pick as he also keeps stating. The emails show we offered him 3 different methods on how he can pick those stains because we know that their is a certain process involved in the making of samples and not simply how he just wanted us to make them. Floor N More as a company has made several attempts and even plead to the customer to allow us to just go and show him samples and let the crew finish the remaining 30% of the work left to be done. We even advised him that we can accommodate his schedule and make samples and leave them with him over the weekend and he can decide on the color and let us know but he still refuses to allow that to take place and claims he can no longer trust us when in fact we never once tried to deny anything or went back on our commitment and we stayed true to our promises and we did exactly what we told ************ we would do and he was completely ok with everything at first. He was 100% aware of everthing that had taken place with the first stain and how we will fix it and after meeting with him in person and fulfilling the promises we made regardless of what we thought about the original stain color being a match or not. We still did double the work to re-stain his floors again at no charge to him and had the crew get everything ready. The offer still stand on our end regardless of everything ************ had said and done. We stand behind our work and warranty our work as the contract signed by both party states We hold no ill will in this matter and personal feelings have to put aside when it comes down to doing business. We can have a crew out there tomorrow if ************ can put his feelings aside and move forward per the contract he signed with Floor N More and we will fulfill our duties in the contract. He still owes a balance of $2720 that he has not paid us and nor do we expect him to pay that if the floor stain he ends up picking is not the one that the floors get stained with but we can not accomplish anything if he refuses to allow us to finish and only demands that he gets a full refund on a floor that is already installed and so much work already completed. 

  Customer response

  03/08/2023

  Complaint: 19544526
  
  I am rejecting this response because:

   

  In this whole process, I have been completely truthful, respectful and kind to everyone. Unfortunately, the lies from this company are adding up even in this forum. It is because of the lies, the demeaning attitude towards me and excessive and abrasive pressure along the way has caused an irreparable distrust and we want nothing to do with Mr. ********************** or his company. This could have been handled so differently from the beginning. 
  
  It takes a certain type of businessman to believe in his own lies and then act as though I am a difficult customer, then graciously not charging me to redo the flooring despite admitting their mistake.
  
  Mr. ********************** lied in our first conversation when he said the stain was intentional, that his crew was told it was a match job that the stain was part of their effort to match the floor. Now he admits it was a mistake despite ****** at Floor N More suggesting it was miscommunication. 
  
  He is lying about me belittling his crew or anyone in his company and he is lying about his floor being more than a 90% match. l have uploaded all of our email correspondence and I have audio recordings proving that I had been nothing but respectful and sincere to Mr. ********************** and his crew in our meetings on March 2. The recordings also prove that I was being badgered by Mr. ********************** to accept his opinion. He warned me several times, in fact he guaranteed me, that no matter what I pick, it will not match better than the job his crew did. Then, at that point it would be on me. 
  
  Although Mr. ********************** claims to have achieved a better than a 90% match of the flooring, all three of his crew agreed that the upstairs flooring did not match the downstairs. They spoke freely amongst themselves and were aware that I did not speak Spanish and one man interpreted my responses to the other two men. I have uploaded a transcription of all of the dialogue with the Spanish translated into English from the audio recording made from my conversation with them on March 2. All three of his crew can be heard agreeing that the upstairs floor did not match the downstairs floor with one of the crew admitting the stairs did not match the downstairs either. One man thought the stairs matched the downstairs but not the upstairs and suggested just sanding the upstairs. 
  
  You can also hear that I neither belittled them nor did I become a flooring expert. It was obvious through their conversation that they intended to stain immediately on March 2 and that this was their only chance. I had to get back to work and could not be pressured to make a decision on wet stain while being repeatedly warned that if it doesnt match this time its on me. I can be heard asking them to leave samples as I was picturing staining experiments would not be applied to the sanded floor.
  
  He lied that providing stain samples on wood other than the wood that was installed and sanded was not possible. I did not want them experimenting on wood that had already been sanded. Now he is willing to do it. 
  
  He lied when he said that I suddenly think I am an expert in flooring regarding the raw floor material which was left in the house for a week prior to installation. Several loose pieces had fallen from the bundles that looked to already have scraping, or contours in the direction along the grain on the top side. I did not believe Mr. ********************** that his crew did that because it looked like it may have came from a distributor and he had already violated my trust. 
  
  Take notice that he has not uploaded the receipt of the flooring that was purchased through his wholesale connection to show exactly what he bought from whoever he bought it from that could provide the item description and what the grade of the flooring was to be used for the installation. 
  
  He has failed to provide proof of the account the deposit should have gone into intended for the customer to have visibility with how the deposit was being dispersed? This is mandatory in the ************** according to ***** PROPERTY CODE, TITLE 10. MISCELLANEOUS BENEFICIAL PROPERTY INTERESTS, SUBTITLE B. FIDUCIARIES, CHAPTER 162. CONSTRUCTION PAYMENTS, LOAN RECEIPTS, AND MISAPPLICATION OF TRUST FUNDS, SUBCHAPTER A. CONSTRUCTION PAYMENTS AND LOAN RECEIPTS Sec. 162.006.  CONSTRUCTION ACCOUNT REQUIRED IN CERTAIN CIRCUMSTANCES.  (a)  A contractor who enters into a written contract with a property owner to construct improvements to a residential homestead for an amount exceeding $5,000 shall deposit the trust funds in a construction account in a financial institution.
  (b)  The periodic statement received from the financial institution must refer to the account as a "construction account" to satisfy the requirements of this section.
  Added by Acts ****, 75th Leg., ch. ****, Sec. 4, eff. Sept. 1, ****.
  
  Sec. 162.007.  MANAGEMENT OF CONSTRUCTION ACCOUNTS.  (a)  A contractor required to maintain a construction account under this subchapter shall maintain an account record for the construction account that provides information relating to:
  (1)  the source and amount of the funds in the account and the date the funds were deposited;
  (2)  the date and amount of each disbursement from the account and the person to whom the funds were disbursed;  and
  (3)  the current balance of the account.
  (b)  The contractor shall maintain an account record for each construction project that specifies the direct costs and indirect costs charged to the owner.
  (c)  The contractor shall retain all invoices and other supporting documentation received relating to funds that were disbursed from the construction account.
  (d)  The contractor shall ensure that all deposit and disbursement documentation includes the construction account number or information that provides a direct connection between the documentation and the account.
  (e)  The contractor may not destroy information required to be maintained under this section before the first anniversary of the date the improvement that is the subject of the contract is completed.
  Added by Acts ****, 75th Leg., ch. ****, Sec. 4, eff. Sept. 1, ****.
  
  Also, not one piece of excess flooring was left behind. We should have been given an option to keep it. We have confirmation demonstrating that excess wood we paid for was, in fact taken.
  
  Mr. ********************** did not change his attitude until we mentioned getting advice from an attorney and contacting The Better Business Bureau and taking legal action. By this time we did not want anything to do with his company and that is where we stand. 
  
  It is because of the customer treatment of business owners like Mr. ********************** of Floor N More that institutions such as The Better Business Bureau were established. 
  
  We intend to have all of the flooring that Floor N More installed in our home completely removed and replaced by another company. We are not seeking anything for free, we just want to start over with someone else. Floor N More is also welcome to schedule and pick up the floor they installed under neutral supervision. 
  Regards,
  
  ***********************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Floor n More of *********, ** were hired October 2022 to complete a solid wood flooring job that included removal of ceramic tile in walk areas, removal and reinstall of baseboards after lacing solid wood flooring with existing wood floors, sanding down, scraping, and refinishing entire flooring (existing and new to assure color match). THESE GUYS DESTROYED MY HOME. It's 4 months later and I'm still trying to put my home back together. Due to the poor job that was done I'm now at a loss due will incur expenses that will exceed $15k in order to correct the damage that was done by this company. List includes:Unfinished floor due to unresolved Repair in the ****** of ****** room. Cut Exterior Solid Wood door. Cut Exterior Garage Door 3 Door Thresholds incorrectly installed Damage Kitchen Cabinets Demo of Existing Tile still left behind Damaged Dishwasher Requirement of Air Ducts to be cleaned due to Cutting in the home No Removal of Baseboards (according to Contract) Trash and debris imbedded in the finish of the floor Several gaps and separation lacking wood filler Cutting wood in the home Drinking items out of Refrigerator without permission Leaving Trash and debris inside and outside of the home Beer tops left Spitting of Sunflower seeds in the home

  Business response

  03/02/2023

  ********************** had singed a ****. dollar contract with Floor N More back on September 27, 2022 to do Custom Hardwood Floors. He had paid ** **** after we delivered the wood. After completing the job we got a list of complaints from ********************** regarding things that had already taken place but he claims he did not want to share with us during the job so the crew does not walk out on him or leave the job and he wanted them to finish first. Regardless of the manner he had done things we assured him that we can send the crew back out to rectify some of the things that we saw needed some attention, (a spot in the floor where the custom hand stain didn't blend in correctly , a few stain spots that needed to be cleaned up or touched up) but he refused to allow us to go back, making every excuse as to why we can not go back, stating that at first it was his wife, than it was timing and even when we offered to put it down in writing that we can come back after the holidays of time was an issue he refused that as well. Then he was complaining about the front door threshold not being what he expected although in the contract it discloses that we do not take responsibility for exterior doors but regardless we offered to send a door guy to replace that threshold and we shared with him that ***** is a professional that has been doing doors for over 25 years and he charges 325 dollar to replace the threshold, ********************** refused that offer. He then claimed the guys damaged his dishwasher from doing tile demo in his kitchen but the kitchen was never part of our contract nor did we install wood in the kitchen, he had his own tile guy do tile in the kitchen but got my installers to do the demo that he never paid us nor them for it. We have sent him multiple emails attempting to complete the contract (5% of the remaining touch *** that is left. 95% of the job is completed) and get paid the balance he still owes till today but refuses to pay but all to no avail. He even disputed his original deposit and attempted to walk away with the entire job for free but after the dispute went to arbitration thru his own bank and after going over all the documents and proof we sent them showing that ************************ claims are not legit and he is simply attempting to commit fraud he was denied and the arbitration was ruled in Floor N Mores favor. Since then he has tried to go on different online sites and try to paint a bad image of a small business that has been serving this community for over 16 years. The same business who has done everything in its power to resolve things and get paid the money that ********************** has stolen from. ********************* is clearly attempting to defraud us and is expecting to get a job that was **** in total for free but on top of that is seeking money back in the sum of **** for things that was never Floor N More liability nor are they legit. 

  Customer response

  03/02/2023

  Complaint: 19514529
  
  I am rejecting this response because: I am rejecting this response because: Despite the many deflections and the attack on the character of the consumer, Floors and more is clearly in breach of contract due to the unfinished floor (of which they were given an entire week and 3 additional opportunities to repair) Cutting of my Exterior doors which according the their own Terms of Service should not have happened and their failure to remove baseboards prior to installation.  Pictures don't lie.  See pics.  Instead of owner taking responsibility for his crews and the damage that they've caused to my home, he choses to blame the Customer.
  
  Regards,
  
  *********************************

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