Butler Floor & Carpet

Good Morning [redacted] ,Below is our response to Complaint [redacted] :We want every customer to be thrilled with their new floor Unfortunately, with [redacted] that has not been the case After installation there were punchlist items we needed to return and correct; a piece of quarter round that was not adhered and some high lip tile issues More tile than anticipated were marked, and we had to return a second time to complete the replacements However, when we returned additional tile were marked to be replaced, which we took care of We then received a call, and returned twice because some tile had cracked We discovered when we returned that these tile were at the door jambs and due to the house settling Our tile cannot withstand, and we cannot prevent cracks resulting from house settlement Although we replaced them, these tile will likely crack again We have purchased additional tile to replace Mr [redacted] 's attic stock and need to return one last time to replace two additional tile that he found were unsatisfactory We do apologize for the inconvenience on Mr [redacted] 's part Thank you,Julie ** C***Butler Floor & Carpet Co., Inc[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below As for the flooring companies remarks on its only a problem if you can see the cracks/separation of grout lines from a standing position, that is accurate and all of the current cracks and fixed cracks were VISIBLE FROM A STANDING POSITION, that is how we found them Jim R [redacted] asked that I send phots via text message of some of the grout line issues so he could bring the grout rep down and take a look at the floor We never heard anything after the photos were sent We are very aware that the floor has year installation warranty and thats why all of these issues were brought the Jim's attention PRIOR TO THAT DATE I have both phone, text and email records of this The delay have been on the flooring companies busy schedule to come down and fix the issues The tiles that were replaced were discussed ahead of the installer coming down with JimThe installer was surprised as Jim never told him about the replacement tiles These tiles were noticeably (from a standing position and feet away) higher than the other tilesThe cracked tiles at the door jams and one that was not on the jam were cracked well before the year warranty The last time the floor tiles were fixed we had dust for DAYS in the house and I am still finding it After discussion with the installer and having other flooring contractors look at the floor they ALL said that a DITRA subfloor or similar system should have been installed While I am not a contractor this was recommended by their own installer and others SO my concern is these could be ongoing issues The carpet and hardware flooring that Butler Flooring did was excellent and we love it Jim was absolutely correct that they have the best hardwood installer! My biggest issue has been with the re-active and not pro-active customer service regarding the tile I would let it go for a few months since Jim said they were really busy and I would never hear anything I would then reach out again and the same We were unaware that they even ordered a new box of tileAgain not being pro-active All we want is the tiles fixed and the extra tiles delivered Regards, *** [redacted]

***,Mr*** and I are working to resolve the issues. Thank you,Julie ** C***Butler Floor & Carpet Co., Inc.*** * *** ** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As for the flooring companies remarks on its only a problem if you can see the cracks/separation of grout lines from a standing position, that is accurate and all of the current cracks and fixed cracks were VISIBLE FROM A STANDING POSITION, that is how we found them.  Jim R[redacted] asked that I send phots via text message of some of the grout line issues so he could bring the grout rep down and take a look at the floor.  We never heard anything after the photos were sent.  We are very aware that the floor has 1 year installation warranty and thats why all of these issues were brought the Jim's attention PRIOR TO THAT DATE.  I have both phone, text and email records of this.  The delay have been on the flooring companies busy schedule to come down and fix the issues.  The tiles that were replaced were discussed ahead of the installer coming down with Jim. The installer was surprised as Jim never told him about the replacement tiles.  These tiles were noticeably (from a standing position and 15 feet away) higher than the other tiles. The cracked tiles at the door jams and one that was not on the jam were cracked well before the 1 year warranty.  The last time the floor tiles were fixed we had dust for DAYS in the house and I am still finding it.  After discussion with the installer and having other flooring contractors look at the floor they ALL said that a DITRA subfloor or similar system should have been installed.  While I am not a contractor this was recommended by their own installer and others.  SO my concern is these could be ongoing issues.  The carpet and hardware flooring that Butler Flooring did was excellent and we love it.  Jim was absolutely correct that they have the best hardwood installer!  My biggest issue has been with the re-active and not pro-active customer service regarding the tile.  I would let it go for a few months since Jim said they were really busy and I would never hear anything.  I would then reach out again and the same.  We were unaware that they even ordered a new box of tile.... Again not being pro-active.  All we want is the tiles fixed and the extra tiles delivered.
Regards,
[redacted]

[redacted],I wanted to follow up on my response yesterday.  This was not my project, so decided to speak with the installer who performed the work to confirm all the details I sent yesterday.  It turns out this project has been a much longer process than I assumed and some of the details I noted were slightly off. For your information, when reviewing my updated response, in the flooring industry if you cannot see an issue from the standing position, there is not an issue.  In other words, one is not to crawl around on their hands and knees looking for problems.  In my response below, most of the hairline cracks mentioned were not visible from the standing position.  Also to note, we offer a 1 year installation warranty.  We invoiced this project as complete December 14, 2015 and have returned many times after the 1 year out of good faith.Updated:We want every customer to be thrilled with their new floor.  Unfortunately, with [redacted] that has not been the case.  After installation there were punchlist items we needed to return and correct; a piece of quarter round that was not adhered and hairline cracks in the grout.  While on site to make these repairs Mr. [redacted] asked the installer to replace some tile that were kickers.  There is no question, these tile did need replaced, and the installer did so.  We received several calls after these punchlist items were corrected regarding hairline cracks in the grout and one for some tile that had cracked at a door jamb.  If it is installation error, hairline cracks and cracks in tile will occur because not enough thinset was used.  However, when removing the tile in question, there was full thinset coverage and the pieces came up in tiny pieces, confirming that they were well set.  The hairline cracks that continue to occur and the cracks at the door jambs which occurred over a year after installation are likely due to house settlement.  Our tile cannot withstand movement in the structure of the house.  Although we replaced the cracked tile, they will likely crack again, and the hairline cracks will probably return as well.  We have purchased additional tile to replace Mr. [redacted]'s attic stock and need to return one last time to replace two additional tile that he found were unsatisfactory.  We do apologize for the inconvenience on Mr. [redacted]'s part.  Thank you,Julie *. C[redacted]Butler Floor & Carpet Co., Inc.[redacted]
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Good Morning [redacted],Below is our response to Complaint [redacted]:We want every customer to be thrilled with their new floor.  Unfortunately, with [redacted] that has not been the case.  After installation there were punchlist items we needed to return and correct; a piece of quarter...

round that was not adhered and some high lip tile issues.  More tile than anticipated were marked, and we had to return a second time to complete the replacements.  However, when we returned additional tile were marked to be replaced, which we took care of.  We then received a call, and returned twice because some tile had cracked.  We discovered when we returned that these tile were at the door jambs and due to the house settling.  Our tile cannot withstand, and we cannot prevent cracks resulting from house settlement.  Although we replaced them, these tile will likely crack again.  We have purchased additional tile to replace Mr. [redacted]'s attic stock and need to return one last time to replace two additional tile that he found were unsatisfactory.  We do apologize for the inconvenience on Mr. [redacted]'s part.  Thank you,Julie ** C[redacted]Butler Floor & Carpet Co., Inc.[redacted]
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