FLOOR DEPOT

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unknown

The selection and recommendations of the laminate floor product went well. The cost of the floor and supplies was reasonable and the staff inside were friendly and responsive. We opted to use their installers as they were "highly recommended" by the salesman in the store and the work could easily be financed through the store's creditor. We had Mr. Carlos Name come to our home and measure. He was friendly and approachable although 20 minutes late. I did not think too much of this as I really had nothing else to do anyway. He estimated that the project would take at least 2 days and possibly three due to the complexity of the stair case. When time for the project, Mr. Name, contacted me and we arranged for a time for him to drop off the supplies the day before the project was to start. We made arrangements for drop off between 4:00pm-5:00pm. He called and said he was running late and would not be at my home until 6:30pm at 5:15pm. It was one for the first cold days in San Antonio so I understood so we waited. He did not arrive until 7:30pm and moved the flooring into my home until well after 8:30pm. It was stored in a pile in my living room. This was frustrating because I have children that would not go to sleep until he was gone due to the increased levels of noise. Our project started the next day at 10:00 am. Two men showed up and they worked diligently and respectfully. Mr. Name did not come around and verify their work or even check in. The men texted me on the second day in at 10:38 am and let me know that they would be in at 11:15 am to continue their work. At the close of day, we discussed one more day to complete the project. With this understanding, my husband took off work to be at home for the duration of the project as we expected due to the estimate provided by Mr. Name. At 1230, my husband contacted me and asked if I had heard anything since the contractors had not shown up yet. I texted the contractors as well as Mr. Name. The contractors called me back immediately and stated, "We are stranded on the side of the road and have been all morning. Our starter on our truck has gone out. We have tried calling Mr. Name all morning but he has not responded." I offered to pick them up as I could hear cars passing by and they refused stating that "they had already made arrangements." Then went on to state, "We will not be coming today as we need to get our truck fixed for our scheduled projects next week. We will come tomorrow." I verbalized understanding and called Mr. Name again as this is unacceptable. He responded at 1300 stating, "I lost my phone all morning. I had over 20 missed calls. I left it at my brother's house." Mr. Name apologized for the inconvenience stating, "sometimes in construction there are delays." I informed him that this was not a construction related delay. This delay occurred because, as a director of operations, he failed to ensure his employees have adequate transportation and he failed to maintain a pathway for clear and concise communication for his employees. Also, he failed by not checking in with his employees daily to ensure the project that his company was hired to do way going well. As my husband already had a loss in work for 1 day and now I was going to miss work on the following day to complete the project, I requested a financial compromise for the inconvenience. Mr. Name refused as he did not feel this was appropriate. He became angry and upset yelling. He offered that we "leave a key to our home since his guys are trustworthy." I reminded him that the assessment of "trustworthiness" is for me to judge and at this point I am not comfortable leaving my home open all day for strangers. Additionally, I reminded him that I have children and they will NOT be left unsupervised with grown men in my home. Mr. Name mentioned that he had over 2 million dollars in insurance and that if anything was stolen, he would cover it. Again, I mentioned that the safety of my children has no dollar amount. He offered to move the completion of the project to another day in the week. At this point my stairs were already a major fall risk for my children has the carpet was already partially removed. Also, I mentioned to him that I have 6 piles of large boxes of laminate flooring in my living room that are also fall risks for my entire family not to mention the rest of the clutter that my house is during the project. Throughout all of this, my husband contacted floor depot to also seek help for this mess. He spoke to John. Both of them got into an argument about the issue and left the discussion with no resolution. Mr. Name also request to speak with my husband. My husband reported speaking with Mr. Name about this issue. My husband requested to settle the issue with a $600 discount on services to accommodate for the delay. Mr. Name refused and became upset yelling at my husband. Eventually, they settle on a $200 discount with the understanding that the project will be completed the following day as planned. I made arrangements to be off from work and made arrangements for my children all of which cost more money. We agreed that the project would begin at 10:00 am and would take all day. At 10:15 am, no one had arrived yet. I called the contractors directly. They stated they were "on the way." At 10:30 am, I reached out again as no one had arrived to both the contractors and to Mr. Name. I called John at Floor Depot as well. Mr.Name reported that the contractors would be at my home in 30 minutes or so. At 11:15, they still had not shown up. Again, I spoke with John discussing how unprofessional this service had been. He informed to me that the contractor work had nothing to do with Floor Depot as the company is not their employees. I verbalized understanding of this but also reminded him that this company was recommended by and fully supported by Floor Depot. This type of service would not be tolerated by other major corporations like Lowe's and Home Depot. I requested to speak with the store owner. The contractors finally arrived at 11:30 am. The men worked until 5:30 pm and left my door open the entire day. They moved their wood saw into my garage and had wood shavings that covered my entire garage and entry way. At 5:30 pm, the work was still not completed. They had only completed half of the stair case. The contractors stated that they could not return on Monday as they were already scheduled for another job. I contacted Mr. Name who requested another day to complete the job. I voiced my frustration with this project as he estimated two to three days for the job. This had no spread over 5 days to which one of the days no one showed at all. Again I was concerned because my stairs were partially done putting everyone in my household at a high fall risk as well as having 3 additional pallets of flooring in my living room. Also, no one had removed the old carpet from my front yard and it was not frozen solid from the recent rain and cold weather. I requested Mr. Name remove the carpet as my home owners? association already had notified me to remove it. By close of business on Monday, the carpet had still not been picked up. I called John at Floor Depot and requested to speak to the store owner. I got no response. Mr. Name sent men to pick up the carpet at 9:00pm on Monday night. We made arrangements for the contractors to come to my home on Tuesday to complete the job at 9:00am. Again, my husband had to lose a day of work for this project. At 08:30 am, they contacted my husband informing him that they were ?going to breakfast.? At 09:30 am, my husband contacted them and they stated that they were on the way. He was concerned because he had a medical appointment at 10:00 am and could not be late. The men arrived at 11:30 am to finish the work. My husband had to reschedule his appointment due to the lateness of the men. The men worked until 7:00 pm to complete the job. The extra padding and pieces of laminate flooring were scattered all around my house as well as very nasty dust that required deep cleaning. Per our original contract, we owed $890 for labor. We had agreed with Mr. Name to reduce the amount by $200 previously. Due to the excessive unprofessionalism, we refused to pay the remaining $690. I called and spoke with John again with Floor Depot reporting that I had never received a call from the store owner and that I was very upset. Approximately, 1 hour later, the store owner called me. I relayed to him the entire story and expressed my dissatisfaction and frustration with this entire project. He apologized and stated that this was not normal as he had worked with Mr. Name for years. We settled on paying $300 which I thought was a fair amount. He was reasonable and apologetic.