L & M Tile & Floor Covering

Review: L & M Carpet One Floor and Home contracted with my wife and I to provide material and labor to professionally install a laminate flooring system in our home. The job was not completed to our satisfaction. A section of the flooring material was either damaged during installation or damaged from the factory. The contractor’s employee/installer new about the damaged floor before leaving the job site, but he attempted to conceal the damage with putty and coloring material and left the job site. Since we are paying for a new floor installation, we expected the flooring to be installed in a professional manner without blemish/damage. The damaged section of flooring is directly in the middle of the door opening leading from a new addition to an existing section of the residence. The contractor has offered to patch the laminate floor system or pull the flooring up and reinstall the same material. Patching the system or pulling the flooring up and re-installing the same floor will compromise the integrity of the flooring locking system. Since we didn't sign a contract for a patched finished floor or installation of used flooring, we have declined the contractor’s recommendation. We have requested that the contractor either remove the existing flooring and replace with new flooring or issue us a credit in the amount of $500.00 (25% of the total contract) and we will remedy the problem. The contractor has offered us a $200.00 credit to walk away from the job which is unacceptable. The total cost of the job is $1,945.00.Desired Settlement: Replace with new flooring or issue us a credit in the amount of $500.00 (25% of the total contract) and we will remedy the problem.

Business

Response:

Ref: Case number 1500361 Thank you for the opportunity to respond to Mr. [redacted]

complaint. Antonio M[redacted] was our previous sales manager but has not been

with us since November 13, 2013. Please send any future correspondence to [redacted].

As per my voicemail 6/21/2016 I was first in receipt of your correspondence

Monday afternoon. A little history - This is the Fourth job we have done for

the [redacted] in the last five months, a much larger job of the exact same

[redacted] Laminate, a large Armstrong grouted Luxury Vinyl Tile job installed

in a pattern and a Natural Stone kitchen back splash with a custom design over the

cook top. Mr. [redacted] is a very detail oriented person and we have gone to

every extreme to meet his expectations including working in conjunction with a

trim carpenter to “custom build"' shoe molding so as to maintain a uniform

elevation above two floor coverings that were two different heights. This custom

work was asked for after prices were quoted, agreed upon and the standard shoe

molding was already installed. We did not ask for or receive any compensation

for this extra work. Regretfully, two errors

were made on the last job. First Brian the installer missed seeing a chipped

board during the installation process. The damaged board is not casually noticeable,

but once you know where it is you can detect it more easily. This type

oversight is not unheard of and can be remedied in one of three ways per the

manufacturers written procedures. One of the procedures

(see [redacted] literature from [redacted]) is to fill the void with a color

matched filler. Brian attempted this remedy but was not satisfied with the

results and then removed the filler. Apparently a tiny amount of filler was

left in the joint between the two planks and Mr. [redacted] discovered it. All of the above was simply the result of “man's

imperfection."' No one is perfect. The second error was the unnecessary

and totally avoidable one - not telling the [redacted] of the issue only for them

to find it later. While Brian didn't discover the damaged board until shortly

before finishing the job and was obligated to pick up his daughter at a time

that would not allow time to correct the issue he still made a serious error in

judgement by not bringing it to their attention. He realizes his error, never

tried to say the floor was damaged after he left the jobsite and deeply regrets

his decision to not disclose the damaged board and offer to come back the next

morning to correct the problem. All of this being said replacing this board is easily

accomplished. Again see the [redacted] or go to [redacted] and navigate to

see a seven minute video of a plank replacement. The [redacted] repair would even

be easier as one end of the board is open. Mr. [redacted] had agreed to us doing

the plank replacement on 6/14/2016 at 7:00 am. Brian had offered to do the

repair on a Saturday or Sunday but 7:00 am that Tuesday was Mr. [redacted]

requested time. We juggled our schedule to accommodate him. Upon being made

aware of the chipped board I had ordered an entire carton (eight boards) of new

product and personally delivered it to the jobsite for proper acclimation so as

not to deplete Mr. [redacted] "shelf stock" of material. I had also

given him the option to pull all the flooring up back to the chipped board,

replace it and reassemble the floor. Again all of this would be done according

to [redacted] specifications. The extra call on of material would allow us to

replace up to eight boards at his discretion and add these previously installed

boards to his shelf stock. On 6113/2016 Mr. [redacted] called the store and

cancelled. That afternoon I called Mr. [redacted] and tried, without success, to

persuade him to let us do the plank replacement. It was at that time that he

asked for a monetary concession. I did not make the $200.00 offer at this

point. Instead, I advised him that my added cost to make the repair would

literally be the cost of gasoline for the van to travel 15 miles from my store

to his house as Brian would be providing the service at no charge. I advised

him I did not want to "solve this problem" with a price adjustment, but

if that was his wish to consider the above carefully before coming up with the

dollar amount. At that point he asked for 25% of the entire contract amount

which would be $486.25 (not $500.00). It was at this point I offered him a

$200.00 adjustment if he would not allow us our legal right to complete his

job. Again, all I want to do is finish my job giving him a beautiful floor that

he and his wife can be proud of. During a conversation the following night

Brian voluntarily offered to split the requested amount with L & M and we

decided to go along with the $486.25 price adjustment. The letter to the [redacted]

was hand written the following day, typed, proofed and mailed certified mail on

6116/2016 and followed up via regular mail on 6/20/2016. All of this was done

prior to my knowledge of Revdex.com involvement. Please see the

[redacted] copy of the letter sent to the [redacted]. ln reviewing the letter to

the Revdex.com, Mr. [redacted] is indicating if the price concession

is made, he will remedy the problem. During our conversation he made no mention

of this. My concern is that I intend to offer full warranty of this job except

for the chipped plank. L am fully aware of Brain s capability as an installer

to make this repair. He has been employed by my company since March of 2002 and

is a top notch installer. If Mr. [redacted] himself or someone in his employ

makes the repair, I have no control over the integrity of the work being done.

As a result, if a warranty related issue were to arise in this area or the

floor or his repairs caused an issue elsewhere as a result of improper workmanship

in the chipped area of the floor the [redacted] would be on their own or subject

to relief from their subcontractor. Finally, as per the letter, we agreed to make

the price concession of $486.25 that was asked for (not $500.00). We recommend

against it and strongly suggest for many reasons that we be allowed to do our

job and provide the [redacted] with the beautiful warranted floor they contracted

for.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Dear [redacted]

This is a long time coming, but, I wanted to let you know how happy we are with the work that was done in our home it looks wonderful and both sets of installers were great at their jobs and very helpful and patient when they ran into problems that showed up along the way with my existing subfloor. Very professional! Also, working with [redacted] was a real pleasure. He made everything very simple for us and we appreciate that!

Sincerely,

Review: We saved and spent almost $18,000 with this company for carpet upstairs and hardwood flooring downstairs. We explained to the salesman, [redacted], that we wanted the most durable product he had to offer. We have pets and kids and needed something that would withstand that use. He suggested a particular carpet and wood flooring. He said the [redacted] was the wood around his desk and that another customer who had dogs had purchased the [redacted] wood flooring with no problems. Within 30 days of installation the wood is scratched all over the place. Every day when the sun hits the flooring just so, we find more scratches. There are indentations. You'd think we were dropping hammers around the house but we obviously don't. There were two splintered areas so severe we had to tape a warning sign over them so folks wouldn't injure themselves. L&M sent someone to "test" the flooring. Months later they came back and claimed that the manufacturer would only replace the two splintered areas. Well, what about the local company we gave almost $18,000? Where is their customer service and willingness to please a customer? To stand by the product they sell in their store? We didn't buy the product from the manufacturer. No guarantee of the work included in paperwork.

Friends who recommended L&M to us are also having issues with their hardwood floors.

The two men who did the installation rarely if ever worked an eight hour day and always took an hour lunch so the project took longer to complete.

To come back months later and offer to replace only the areas that splintered, and claim everything else is standard ware (after three months of use ? ), is mind boggling. If the flooring wares this poorly in three months we'll need to replace the entire floor in a year! This is also illogical. To claim the product is defective only in the areas that splintered, but not defective in all the other areas is almost funny if we weren't so depressed in having spent a great deal of money with L&M.Desired Settlement: It's obvious to anyone who has visited and seen the flooring that it's not as durable as L&M led us to believe. We were lied too and hoodwinked in to buying something that would not meet our needs. The condition will continue to deteiorate. L&M needs to remove and install the durable hardwood floor we asked for. This product is clearly defective. Every visitor to our home will see L&M's work and hear how they treat their customers.

Business

Response:

From the forest, through production, all the way through the claim inspection process all wood flooring is subject to industry standards in accordance with [redacted] and [redacted] Standards. It is normal and customary to replace individual boards according to the repair procedures established by [redacted] and [redacted] Guidelines. In the same way, when you buy a car and get a flat tire or have other problems you replace the tire or the part you don't get a new car. Its illogical and impractical to replace an entire floor instead of a few boards because you end up with the same technical specifications and performance characteristics as the old floor. The problem with the 2 boards accepted for replacement, minor checking, is in no way related to the scratches and indentations that occur in several locations including in front of the gun safe and adjacent to the furniture. Scratches and indentations are considered topical damage. All wood flooring products are susceptible to scratches and I indentations. Scratches and indentations are the floors reaction to excessive topical force. This type of damage is not an inchoate characteristic of the wood species or indicative of any manufacturing related processes, functions, disciplines, or procedures. For that reason, all wood flooring manufacturers do not accept claims for topical damage such as scratching and indentations. Indentations and subsequent damage occurs when the cell structure of wood is compromised due to heavy loads. The wood cells are crushed beyond the point of recovery leaving a depression in the surface. Surface damage is an indication that an object has been dropped, dragged, or left in place without adequate protection and therefore, beyond the manufacturer’s control.

We responded to the Copes in accordance with industry standards and provided them with the manufacturer's determination. We conducted the on-site field inspection and submitted the claim for processing and we have offered to replace 2 boards under the manufacturer's warranty. Dissatisfaction due to unintentional damage is not warranted by the manufacturer.

claim resolution is based on production specifications, industry standards as established by the [redacted] and [redacted], and in accordance with the prevailing warranty. Basic characteristics of wood as a natural material predetermines behavior and we can always count on that behavior to guide the determination and final outcome.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

L&M's web site offers total satisfaction. They are not standing by that.

L&M knowingly sold a product to us that would not meet the customer's needs. We specifically told the salesman we had kids and pets. He told us at the store and told me at the Richmond Home Show that it should not have scratched and been harder wood.

If it were one thing we wouldn't be here. Fact is we have over a dozen areas now and the product has been down for three months.

True, GM wouldn't replace a car for a flat tire, but when they knowingly sell a product that is faulty, there are consequences.

Many friends and neighbors have seen all of the areas that are faulty. The builder grade hardwoods we had down for ten years did not ware this badly. Clearly this is a defective product.

At some point a business has to look past "industry standards" and do what is right. We live in a small city and the more people hear about L&M's actions online and in the press the more negative a situation can grow.

Regards,