ComplaintsforMetro Carpet & Floors

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refund/Compensation for all of the inconveniences of poor ********************** Mishaps/Miscommunication that we endured.Such as the following:The start date of the installation was communicated twice as Monday October 23rd. Our Work and previous scheduled appointment dates were changed to accommodate for that start date. Days later we were told it would be on Wednesday October 25th.There are several Nail Holes that damaged several of the Hard Wood Flooring pieces in the Family Room/Office/Living Room/Dining Room. We asked that someone come out and replace those several pieces. They refused to replace the damaged Hardwood. The Large Nail sticking out of the hardwood in the Family Room. Four pieces of wood had to be removed and replaced, from a box that we were told we have to keep. Hardwood was glued instead of nailed. Which all of the other pieces of hardwood were nailed in. The Large gaps in hardwood in the Office that had to be removed and replaced. Four pieces of wood, from a box that we were told we have to keep. They had to be removed and replaced by glue instead of nails. Which all of the other other pieces of hardwood were nailed in.The several times of repeat requests of them having to come back to our home due to labor errors (ex. nails sticking out, nail holes, several gaps, indention damage to hardwood, holes/gaps in the wall/floor borders, etc.)The Delivery Man of the Hardwood insisting that it be placed in the garage, was an unnecessary communication issue on you guys part that we had to deal with. He also told me that he didn't have time to bring in the house because he had a 4pm appointment. He was by himself and had several boxes to bring in. They had to send someone from the store to help and make sure he brought boxes into the house.There is damaged Hardwood in our home. We have tried contacting the Manager and are told they are not available. The salesperson will not return our calls. We have sent in several photos with no response.

  Business response

  11/28/2023

  We did the whole job according to industry standards and manufacture recommendations. The customer complained about the nail holes on the closings of the job where the manufacturer requires a top nail. Which the installer covered up, and is standard with any solid hardwood job. After the installation was complete the customer requested a few planks replaced because of natural characteristics that all natural ***** have, as an accommodation we replaced the planks they did not like. After completion of the job and a thorough walk through the customer came into the shop and made the final payment. On November 18th the customer sent a picture of a plank that they discovered after they didn't like the natural characteristics of. On record we replied saying we can come out to take a look and see what can be done. They did not reply to that message. The industry standards requires us to order about 10% overage for waste. They had a box left that she stated we told her she had to keep, but in fact after we refunded her for the box even though it's very normal to have material left over. The customer stated that they contacted us with no reply, we have everything on record showing that we replied to them on every occasion. 

  Customer response

  11/30/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [After they received our payment they stopped responding to our calls. There is so many Miscommunication (LIES) with them from the very beginning. The The last call made to Dom on 11/4/2023, he told us that his name was ***** and to text the picture of damage to his phone and he would let Dom know. Well it was Dom that we were speaking to. There was no phone calls returned. We called back to make sure they received the text and he said *** would call us the following day. We never heard back. This is one reason why we filed this complaint.  Also there was so many damaged nail holes in each room that they refused to replace and they only put putty in. Approximately 100 pieces. We should NOT have to pay for Damaged Hardwood that was filled with putty. It was never explainedto us at the beginning. We do Not trust them due to the continued Miscommunication. ]
  
  Regards,
  
  ***********************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company does not have a good experience with floor at all, I signed my contract with them back in 11/2021. They just finished some of the job today 07/2022. On a lot of damage with their floor. The installer doesnt know how to install the flooring. Im really mad because I had to deal with a company like that!!! They showed me something else when I first visited their store. I got another company to take a look on my flooring, they said that the whole thing need to come off and re-install again.

  Business response

  08/11/2022

  Hi ***************************, 

  Rana Haydaw signed the initial contract on 12/29/2021, We then ordered the material and started work on 01/24/2022. We finished most of the job at that point, once we we're going to begin work in her lower level my installers notified both us and her to tell her she had water coming in. At that point we then needed to wait for her to fix and replace drywall until we could go back to complete the job. Once she was ready she pointed out a few areas that got damaged by other contractors she had in the house doing other projects. We ordered her additional material to replace those areas covered at our expense as an accommodation, despite it not being covered by the manufacturer warranty. 

  We were surprised by these claims due to the fact that we were being as helpful as possible throughout the way, we had sent installers back on extra trips due to her flood issues with no extra fees. 

  Metro Carpet And Floors 

  29955 *******************************************************************************

*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. ↩