ComplaintsforGiant Don's Flooring America

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased Karastan flooring 9/24/22 for my birds' room, requesting installation before winter. It wasn't scheduled until 11/8/22, allegedly because the materials were backordered. I told the sales **** ************************** MANY times that nothing toxic could be used in that room. I was ignored, and the installers used Kilz paint under the flooring, resulting in the death of one of my birds and illness to the other two and myself. The fumes have persisted for almost a year, and the room is no longer habitable by any of us.The work was poorly done in quality/timeliness. Materials I paid for were not delivered, floor prep was not done, and I was not reimbursed for either. Installers substituted inferior quality trim from Lowes that doesn't match the flooring. At least one plank was damaged by dripping hot glue all over it, but wasn't replaced. Karastan confirmed that glue shouldn't have been used. ****, Giant ***'s manager, claimed that if they used glue, it's because the backing was damaged. I paid for NEW, not DAMAGED flooring. They also trashed my downstairs, which was clean prior to their arrival, forcing me to clean up after them.I notified Giant ***** in writing of my many concerns after my bird got sick, requiring countless emergency trips to the vet, and asked for a list of all materials used in their room so my vet could determine appropriate treatment protocols. THEY DIDN'T EVEN RESPOND.When I called, **** freely admitted that **** is highly toxic and said, "I probably shouldn't tell you this, because it will just **** you off even more, but we recently switched to a less toxic coating." Giant ***'s knowingly turned my home into a death trap and caused the death of a a beloved companion by using toxic materials in winter, when there was no option of ventilating the room.My vet bills and related expenses exceeded $4000 and my bird DIED. My ******* death was excruciating and completely avoidable. No pet owner should have to endure this level of horror.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for my home to have luxury vinyl flooring installed on 1/17/22 in the amount of $12,000 throughout my house. **** is the salesperson that did the estimate and the one whom I have been dealing with. The installers said they were done on 1/21/22. Upon inspection we noticed a 6 foot *****/scratch running from where they pushed the fridge back into place. I contacted the installer **** to point this issue out and he mentioned a touch of pen. I said that is absolutely not acceptable. I paid for brand new material to be installed professionally and for a 6 foot deep scratch to be penned over is not acceptable it needs to be redone. The next day I wrote a letter to **** the sales person as numerous calls to the owner **** have been ignored. I have tried and tried to contact **** and for some reason he is not returning my calls. Upon receipt of my letter **** the salesperson contacted my tenant to come over to the residence and inspect. He looked at the long deep scratch and said it will be penned over. He then insisted that the installers left 4 boxs of product in garagebut he just charged me for 2 extra boxs that they were supposedly short? We have only one scrap box that is opened. I have had the worst customer service ever. I have dealt with ********************** Dons in the past but this is not ok. $12K and Im suppose to be ok with a pen over damage they did to my brand new flooring? It need to be fixed. The trim that was put back on by their installers isnt flush to the flooring its now floating on the wall. I paid for a professional looking floor installation and that is exactly what I would like to see when I walk into my home not a do it yourself mess.

  Business response

  02/15/2022

  Hello to all- 

   

  Although this letter says second complaint attempt, I must have either not gotten the first one or possibly deleted it. I see this was sent out on the 2nd of Feb.

  This floor was repaired by **** the installer on the 5th of February 2022 by replacing taking apart the new flooring and removing the scratched planks and reinstalling new undamaged material. **** the installer had mentioned doing a touch up pen to the home renter for a quick repair do to fact he didn't believe the scratch was something He or his crew had done. ***** spoke with my installation manager **** and He agreed to have the floor repaired properly at that time, regardless of who scratched it. This was ****'s (installer) fourth trip to jobsite because we sent him back to repair broken or missing base board on jobsite. 

  All baseboard and flooring have been addressed. The baseboard was discussed with tenant about being dropped down tight too floor which would leave small paint line they would need to address. They elected to put base back at same height as before leaving a 1/8 gap underneath.

  I was the office this whole timeframe and not once got a message or call from either ***** or her son **** the tenant. I generally very easy to get ahold of and ***** and I have done lots of business in the past and I have always been there to take care of whatever it may be.

  Sincerely 

  Owner- *********************

  Customer response

  02/16/2022

   
  Complaint: 16700788

  Above is a photo of a crack in my waterproof brand new flooring in the bathroom.  I have informed both the ********* and Giant Dons about this and been ignored by both.  Seems to be the normal MO.  Yes, **** the ********* finally came in and used my vinyl planks to fix the repair that needed to be done in the kitchen.  I have a whole/crack in the bathroom which certainly makes this not water proof flooring.  I have called ********************* over and over with messages left for return calls to me.  I have never once received one.  Im currently stationed in ******* with the ********** of ********  **** and I have done business many times in the past and I cant believe the way I have been treated by both him and his staff during this project.  Yes, the ********* has had to come back due to his negligence.  When you damage property you have to fix or replace.  This is not on me but on the company.  No, **** and I never talked or came to any resolution other then him giving me ****s phone number.  **** the ********* TOLD me he was not fixing the trim.  The trim would remain the way it was.  I have been told over and over by **** ********* and **** *********** what was going to be done in my home with the 12K I spent on my project.  Bottom line I want the flooring done correctly.  At this point I need a hold/cracked piece replaced in the bathroom.  That or refund in the amount to hire someone else to do this work as its a inconvenience for Giant Dons to do the job without incident.  
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business response

  02/21/2022

  Hello 

  After speaking with ***** on Saturday the 19th, I was able to contact her tenant ***** and secured a repair date of Weds 22nd at 6:00 pm. We are bringing additional material out to able a plank replacement in the bathroom this was originally supposed to be done when kitchen was repaired but I've told there wasn't any material left to repair. I'm supplying a new box of material to do this stage of the fix. I will also leave instructions with installer to leave additional material on site for any future needs. 

  I will follow up with ***** on Thurs to make sure all went well.

   

  Sincerely 

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

   

   

   

  Customer response

  02/24/2022

   
  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.
  
  Sincerely,
  
  *******************

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