ComplaintsforNufloors Kelowna

• Initial Complaint

  20/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tiles were installed in November 2022, they began to lift around the edges. Several calls were made to the West Kelowna store, they were ignored. We emailed the owner of Kelowna store, they booked an appointment to attend. The staff member stated that "it is a big job, they will need to order tiles." In January 2024 we emailed regarding when they would be attending. They responded stating the product has arrived, the installation was booked for February 14 & 15, 2024 When ****** attended he struggled with removing a tile. The new tiles do not match, it is darker than the original that was purchased. ****** left saying "the job is bigger than he expected." He went outside to make a phone call, returned and said "**** will call you by Friday February 16, 2024.

  Business response

  21/02/2024

  Original installation performed Nov.2022, at the time Nufloors' installer noted that the concrete floor was very cold and he could feel a draft of cold air coming from somewhere. the product being installed was a glued down vinyl tile. 

  Nov. 2023 a Nufloors service installer went to site at the request of the home owner, to remove and re-install a few pieces of vinyl that appeared to be loose. it turns out they were not loose, but stuck down firmly. the tile pieces around the perimeter of the basement were bridging the the joint between the footing and the slab which gave them a hollow feel/sound. the home owner had material on site from the initial installation, confirmed by the Nufloors service manager, when the installer arrived to make repairs the home owner refused to let that material be used, he wanted payment for it. the Nufloors manager told the home owner that more material will be ordered in, the installer left the site unable to perform any work without material.

  Feb. 2024 more material arrived, arrangements made to send installer to site and replace several pieces of vinyl tile. the new material is a new production from original, so dye lots created a different visual. home owner started belittling the Nufloors installer, Nufloors manager told installer to leave site because of treatment by home owner. 

  the flooring is in fact installed to industry standards and is adhered properly to the concrete, as can be attested by the difficulty removing previously installer tile. with varying temperatures through the different seasons, especially on concrete, vinyl plank/tile flooring will shrink and expand accordingly to the conditions, this is a normal reaction by the flooring. Nufloors, as a gesture of good will, were willing to address a few pieces that had a hollow feel to them, and touch up some of the gaps created when the vinyl shrunk. after the unwarranted treatment of the Nufloors installer, Nufloors management will not send another installer to perform any work at this site

  Customer response

  25/02/2024

   
  Complaint: 21314746
  
  I am rejecting this response because: the tiles are lifting in several areas.  The walls have been sealed and caulked, there are no drafts or air leaks.  The installer was asked if it was warm enough?  The installer completed the job in one day.  Did not use a roller to seal the tiles.  *********** person wanted to use our material (that we paid for) to do the repairs.  With all the repairs, the pool table will need to be removed and replaced, another expense. 
  
  Sincerely,
  
  *****************************

  Business response

  26/02/2024

  The Nufloors installer went to site to address a few tile which the home owner felt were loose. The home owner watched, and the installer showed him how well stuck the tile was to the floor. The installer also tested the temperature of the floor and it showed to be 6-7 degrees, well below what the optimal range should be for the flooring to perform properly. The home owner started telling our installer, Nufloors should have sent someone who knows what they are doing. It was after the owner's verbal attack on our installer that management told the installer to leave the residence. 

  If the home owner feels the flooring isn't installed properly, at his expense, he can have a certified independent inspector do an inspection to determine if this is the case. As of now, Nufloors will not be returning to this residence.

  Customer response

  26/02/2024

   
  Complaint: 21314746
  
  I am rejecting this response because: the homeowner did not tell him to leave, he left on his own, because he found the job was to hard to do by himself.  The tiles are still lifting due to improper installation.  There was no verbal assault and if he wants I will turn this into a Human Rights issue as he was informed about my mental health disabilities (Tourette) which have been under control for many years.  Since Nufloors is reluctant to send someone down for the improper and unprofessional work that was done.  We will arrange to have an independent party look at the poor quality of work.  The temperature was good during the initial installation and the temperature was good when ****** attended, he took temperatures around the perimeter and the only place he took 3 or 4 readings was by the sliding door, where was working at.  If Nufloors wants to refund all that we spent on the floor which is $5266.11.  I will settle now and if I have to go any further I will get an estimate for a full floor and replacement and the remove and replace the pool table, removing, replacing putting, caulking, painting the baseboards, this is my final offer. 
  
  Sincerely,
  
  *****************************

  Business response

  27/02/2024

  If the home owner wants to have the floor checked, that's his prerogative. Nufloors will only recognize an inspection done by an independent, certified flooring inspector. A report from another flooring store or installer would not be a consideration for any action by Nufloors.

  As for the human rights violation comment by the home owner, I'm a little bewildered and at a loss as to how and when this became part of the flooring conversation. I've reread my previous comments and did not see any mention or reference to any health issues. That comment by the home owner is totally unwarranted and uncalled for and I don't appreciate the insinuation as such. Management had told the installer to leave the residence, end of story.  

  ******************************* is the contact for the local independent, certified flooring inspector.

  Customer response

  16/05/2024

   
  Complaint: 21314746
  
  I am rejecting this response because:

  Please read attached response.
  
  Sincerely,
  
  *****************************

  Business response

  17/05/2024

  Hello,

  Let's start this off by mentioning ******************** does not have the characters right. My name is ************************* and I am the service manager for Nufloors Kelowna and Westside, I am the **** he mentions our installer is the ******.

  Mr. and *********************, were informed of the repairs that would take place and they were informed that the only tile to be replaced were at the patio door due to gapping.

  They were also informed that it was too cold in the room and on the concrete floor for the product not to shrink a bit as it is vinyl. We reviewed all their concerns and a plan was presented and with them having leftover product from the original install we would us this product for any tile that were to be replaced, as there were to be only 2, not the entire floor. This plan included heating up and pulling that sounded hollow from around the edge and leveling any difference from the slab to the footing, filling ang slight gaps in the field as these were there due to the temp of the concrete substrate and the ambient air, and re-installing a transition.

  I arranged an installer to go by and address these issues within a few days Nov.28/23. this is when our installer was informed by ******************** that he had not been paid for the tile we were to use as agreed by them on my previous visit. I was contacted and said that I would order some in and they will have to wait until product could come in which would be in January some time. 

  Product has arrived and I sent the same installer back to complete the tasks set out originally as per our discussion, this is when I was informed by our installer that ******************** wanted the entire floor changed out, and that many tile he had pointed out to our installer were lifting, and these were out in the field. our installer showed him they were not loose and removed one to show him, and our installer was then told "Why would they send someone who doesn't know what they are doing", as time went on the installer was feeling very uncomfortable listening to more comments, I was phoned by the installer and I told him to put back together anything that he was working on and excuse himself from the jobsite as this type of behaviour towards any of our installers is not acceptable.

  ******

  Customer response

  26/05/2024

   
  Complaint: 21314746
  
  I am rejecting this response because:  the tiles are lifting, the staff member did not repair or replace any tiles.  Nothing has been done to resolve the issue.  An offer of $5300. was put forward to the company, there was no response.  
  
  Sincerely,
  
  *****************************

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