ComplaintsforUtah Flooring & Design

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New tile shower not level. Can not set door properly. Needs to be removed, floor level and door replaced.

  

  Business response

  03/23/2023

  As per our field manager said the customer needed to hire a plumber to move his drain. Since they had to stand up shower, demoed, some of the fixtures would not fit due to the new tile job. Definitely not an installer air per our field manager. 

  Customer response

  03/25/2023

   
  Complaint: 19637479
  
  I am rejecting this response because:
  Not the problem. Entry to shower not square can not hang New door.
  Sincerely,
  
  *********************

  

  Business response

  03/27/2023

   Normally they have to get measurements after the shower is installed. Sales gentleman informs them that they may not be able to use our shower doors once we do their showers. Because they may not fit.  You cannot fabricate a door before the tile is installed.

  Customer response

  03/28/2023

   
  Complaint: 19637479
  
  I am rejecting this response because: what Thay are responding to is not the problem. I will submit again, the opening to the shower is not level. I installed a new door and when it is opened both doors slide to the left because the track is sloped from right to left because the floor it sets on is sloped from right to left. Tile needs to be removed and reset level. this is on the entry *****.
  Sincerely,
  
  *********************

  

  Business response

  04/05/2023

  Please call our office to further discuss, **********(*****). 
  
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with the company to unbuild and area of laminate flooring in order to facilitate repairs on other laminate areas where the laminate was loosened due to ice maker failure. I paid half down and the work was scheduled to start July 28, 2022. There was poor coordination between the estimator and those who set up the work, which ended up with the job not being completed properly. I e-mailed my concerns and was told by ****** on August 2 that I would be refunded a total of $579.00. I heard nothing more until I called and spoke with ***** on about August 17. She stated that I had not signed and returned the updated contract. I had not received the update which she then e-mailed me. The update had reduced the amount to be refunded to $424. I signed it without protest in order to the resolve the matter. I have heard nothing further even though I communicated again by e-mail on August 29 and have had no response.

  

  Business response

  09/27/2022

  Our office is working on a final resolution. Please contact our office at **********. Thank you

  Customer response

  09/28/2022

   
  Complaint: 18130362
  
  I am rejecting this response because: You have already told me what you intend to do. Just do it. Reimburse the $424.00 which you promised.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/30/2022

  The management is reviewing it farther and will get back with customer.

  Customer response

  10/03/2022

   
  Complaint: 18130362
  
  I am rejecting this response because: Based on previous conversations with the business, I was given a satisfactory response to reimburse to me $424.  I believe the business is unnecessarily delaying resolution by failing to take the action that they, themselves promised.
  
  Sincerely,
  
  *****************************

  

  Business response

  10/03/2022

  Definitely not the case. Our office is looking into it and will update the customer. 

• Initial Complaint

  06/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 20th, 2021 signed a contract with them to install tile in a bathroom tub surround. If the contract had been executed as written the demo was scheduled for June 24th, with tiling to happen on June 28th. No one has showed up to do demo on June 24th so it will be impossible for them to tile on June 28th. But! there were already issues before it got to today's no show for demo so I have been trying to get a refund before today. I've asked via email and text countless times for the "shopping list" the contract says I would be given and no one has ever sent me the list nor called me to tell me what I need to purchase and in what amounts. When I've tried to call the business I have been hung up on multiple times, when I have made it through I've been told someone will call me back shortly and am still waiting on all of those calls back. I cannot believe this business has an A rating - when every single review I read online parallels my experience.

  

  Business response

  07/05/2021

  We are looking into it and will contact customer for update

  

  Business response

  07/08/2021

  We already refunded the customer on Saturday July 3, 2021.  Our billing department has been in touch with her

  Customer response

  07/30/2021

   
  Complaint: ********
  
  I am rejecting this response because: same as the previous rejections
  
  Sincerely,
  **** **********
  

• Initial Complaint

  05/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date:,October 2020. The demo guys damaged the fridge on 2 separate occasions on the same day among other damage throughout our home. The subcontracted tile installers actually repaired all the other damage except fridge., obviously. Lead demo guy said pictures were taken and co. would make right. Over a 6 month period of texts, recorded phone calls & emails, I’ve been waiting for UFD to make right. Since the replacement freezer door isn’t made any more the only solution was for a replacement refrigerator. I am still waiting. I was lead to believe in all the communication I had with Cindy M. up until the last few text messages, that they were going to make things right with us and because some replacement parts were no longer available, the only other alternative was to give us a refrigerator of equal or greater value. I again have documentation that confirms this. We don’t understand why this situation has been dragged out for so long. You break something, you pay for it.

  

  Business response

  05/05/2021

  Hi, we are working with the customer to hopefully satisfy the situation. Thanks

  Customer response

  05/13/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I stand by the complaint that we offered in every detail I do have everything thoroughly documented. We were mislead by Cindy M****, the Account Manager and the company.  In the text messages, we have stating that I should purchase the refrigerator doors for replacements and that they would reimburse us. The company has never reimbursed us, has never offered to reimburse us again. I’ve received text messaging back-and-forth with Cindy with answers “I’ll get back to the owners” or “I’m out sick” or “I won’t be in the office till next Wednesday “ or whatever the text messages were at that time. I have those copied. The company has never gotten back to me in the six months, now 7 months, to try to make this right with us.  They ignored the letter the attorney sent so I decided to began this BBB complaint and all of the other places that I could leave my review and this is the only time they (the owners, Paul and Jason) started contacting me. 
  
  The call I received from Paul on May 3, 2021 was asking for details. Then it was a conversation filled with lies and him saying I started this whole thing 2 weeks ago. I’m not sure why I said I would want a new fridge when this is the one I picked out and wanted!  Why would I damage my own brand new fridge?  It was an ugly, nasty attempt to be demeaning so I would back out of this whole situation. Paul said that he would talk to Jason, tell him everything that’s going on and they’d get back to me. I have to say I got very heated and called BS when he said I was trying to get something for nothing and that I basically made all this up 2 weeks ago!  I’m not a liar and everything I’ve posted is the truth. 
  
  There were several text messages about giving us $1000 and that’s the end of it. I messaged back with our counteroffer. They haven’t reimbursed us for the doors at all so that needs to done and dropped in the discussion.  Now, start from there, we will take the $1000. Granted, we still have a damaged refrigerator, but 2 of the 3 doors would be replaced and the $1000 for the damage in and of itself.  
  
  Today, May 12, 2021, I received a call from Jason.  He said it was a “he said she said”  just like Paul said. We argued over fault. They don’t feel they should reimburse us for really anything and they’d be doing us a favor giving us the $1000. I said, if you go into someone’s home or a business and damage something, you aren’t excused because you don’t think you did the damage. You need to make it right. It’s the right thing to do. We are still sitting with my dream fridge damaged and unable to repair it at the end of the day. I have told Jason, had you guys come forward when this all occurred and you tried to make it right then, AND WHEN the bottom door WAS still available, I would’ve been fine accepting the cost of all 3 doors!  But no one bothered to do anything except stall for 6 months. Paul threatened to sue me if I sued them. Jason said I needed to take down the BBB complaint and all the other reviews. Legally I needed to. I know that I didn’t and I felt like I was being bullied by both Paul and Jason. When Jason told me take all of the reviews down and we will be done with it I asked what that meant, he said, that’s the end. I said and you’ll pay for the damages and reimburse the doors?  He said if they pay for the refrigerator doors, then they should get my fridge and I should go out and buy the same exact fridge. I can’t go buy a new fridge and I don’t want to, this is my dream fridge. He said that they aren’t paying me the reimbursement or the $1000 then and we could just go to court. Okay. That’s what we will do sadly. 
  
  I wanted to be clear and as I re- read, our counteroffer may not be. We asked for the reimbursement of the doors as previously promised at approx $700. Now the only other option I have due to the bottom freezer door not being available by the manufacturer anymore, was to either keep the fridge with the dents in the bottom, or, go buy a new fridge.  I wouldn’t have purchased the doors but she justified this was starting the only thing the owners would d is that!  I did buy them. Pay that back and let’s now talk about Utah Flooring & Designs responsibility. Now it’s all convoluted with the doors AND the damage!  If Cindy hadn’t insisted I buy them, the only discussion we’d have is how much are you going to offer for damaging my brand new dream refrigerator?  So we asked in the counteroffer for $1700. They’d already offered $1000 which we will take and then they need to reimburse for the doors because they said they would.  I will add that I still, no matter what the outcome, will have a dented fridge or will have to come up with another approximately $1000-$1500 over and about the $1700 for a new fridge!  I have to go through all the effort to find one, have it delivered and pay all those costs. That’s unfair!
  

   

  Sincerely,

  ******* *****

  

  Business response

  05/13/2021

  We are sorry that this has not been resolved. We find it unreasonable and unfortunately we will have to meet her in court. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩