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| - About 3' by 3' of the Shaw Engineered Hardwood Oak Flooring in the kitchen had been pulled up due to the dishwasher leaking & damaging the floor. I had 3 companies that carry the same exact flooring bid. Paul Thomas w/Las Vegas Flooring came out on 10-7-16 to bid a whole house replacement for my insurance company(if needed)and w/out hesitation came out again on 11-17-16 to bid only the kitchen. I chose Las Vegas Flooring mainly because of the great customer service I received from Paul Thomas. He quoted $1450 to repair the 3' by 3' damaged area which happened to be the same price to replace the Shaw hardwood w/ceramic square tile. Agreeing to install ceramic tile, I explained to Paul how I wanted to keep the old quarter round to accent the tile & the hardwood in the adjacent living room. He didn't see a problem with this. However, he did state that due to the age of the wood, some of the quarter round might get damaged while being removed but he would ask the installer to salvage as much of the quarter round as they could and that this job would be a 3-5 day job. I paid the $725 deposit & waited for Paul to call me to scheduled the work. On 12-12-16, Anselmo Rodriguez demoed the kitchen floor & placed the old quarter round outside on the back patio. On 12-13-16 the tile guys came & laid the tile. On 12-15-16, Anselmo installed new quarter round and the T-molding. He wound up running out of the new quarter round & decided to install the old quarter round in a small visible section. This looked terrible. It was visibly out in the open & should've been left for another piece to be installed the next day or so. I called Paul twice (on 12-16-16 & 12-17-16), left him a voicemail letting him know that I had concerns about the final work & asked when he would be by to inspect. He called me back on 12-20-16 to let me know that he didn't feel it necessary to come back out to inspect the work & the installer would come back out to fix the quarter round. I also let him know that the T-molding wasn't glued down correctly & when you stepped on it, it made a snapping noise & you could see it swivel because of the height difference of the tile & wood flooring. On 12-29-16, I called Paul & left him a voicemail but he wouldn't return my calls. After multiple phone calls to Paul & the office & finally speaking to the office manager Jenny Wharram, Paul called me on 1-12-17 to schedule a new installer to replace the old quarter round. Carlos came to my house on 1-20-17, installed new quarter round in a much larger section w/real wood quarter rounds, not laminate. I immediately noticed the difference & asked him what it was that he installed. He explained to me that the quarter round that was installed was laminate & this quarter round is real wood. He said he had extra pieces on his truck & wound up using them. I was very confused & called the office immediately, spoke to Leah asking her why the real wood quarter rounds weren't installed from the beginning. Now I have 2 different quarter rounds in my kitchen & can totally notice the difference. She called me back a couple of hours later & scheduled Kasee (one of the owners) to come out & view the work the next day 1-21-17 at 11a. NOTE:37 days after completion of work. I showed her that my whole house was Shaw engineered hardwood flooring & asked her why laminate quarter rounds were installed instead of real wood. She couldn't explain to me the reason & offered to replace the 125 sq ft of laminate w/real wood quarter round. She also explained to me that the T-molding was also laminate & real wood T-molding would be rounded on top. I agreed to not have the T-molding replaced because I was afraid someone would trip w/a rounded lip across the floor. She said she would have Carlos order 125 sq ft of real wood quarter rounds. On 2-3-17, the real wood quarter rounds were installed. I called the office & spoke to Jenny Wharram who said there would be no discount given due to the additional costs of the real wood quarter rounds. I was in shock! I said to her: "Paul lied through his teeth. My whole house is Shaw Engineered Hardwood flooring so why would I agree to have laminate installed. The truth of the matter is Paul & I NEVER discussed new quarter rounds & were going to use the old quarter round. I have been dealing with this for 50 days & I seriously deserve some kind of discount, which you clearly agreed with me last Tuesday when I came to the office to get paperwork filled out & signed by you. This has been none of my fault & I've never known of any company not to inspect the final work. Your representative has ignored me & has NEVER set foot back inside my home after the time he bidded the kitchen". I let her know that I was going to tell my story to the public & submit a complaint to the Better Business Bureau. She sarcastically said "OK" & we hung up. I have filed my complaint with the BBB, asking for the final invoice to be reduced from $725 to $362.50 & am patiently waiting.
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