When Pat and Bruce Till bought their home at the end of July, they knew it needed work. They decided to start from the bottom up and hired National Floors Direct to install hardwood floors in six rooms, a hallway and entryway.
The salesman told the Tills he could fit them in right away. That was perfect for the couple, who wanted to have the floors finished before their furniture arrived.
The job took four days. The Tills said everything looked good at first. But soon, one of the floorboards popped up.
"And then we started looking around the rest of the house and it seems like every couple of days we would notice something else," Pat Till said.
Customer service told Pat to e-mail photos of the problem. The Tills tried to explain a photo wouldn't tell the whole story.
"You really can't see it until you walk on it and you move things around," Bruce Till said.
The Till's salesperson went to their home on his day off to see the floors, take photos and start a claim.
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The company said it would send the same crew back out to do the repairs and to return a ladder that had unintentionally been taken from the home.
"And I said, 'Well I don't want them.' They made a lot of errors with the floors and they walked away with something that belonged to us and I don't feel comfortable with them coming back to the house," Pat said.
She said the company offered to send a manager along with the crew to supervise the work. But Pat still wanted a different installation team. So she called NBC Connecticut Responds. After we explained the Till’s concerns, National Floors Direct agreed to send out a different crew.
A manager also visited the Till’s home to view the problems for himself. The new installation crew is scheduled to begin work on Thursday.
"That's all we want. We just want our floors, what we paid for. We're not looking for anything else," Pat said.
National Floors Direct provided NBC Connecticut Responds with the following statement:
"Our company undertakes many thousands of custom carpet and flooring installations each year. In the rare instance of a warranty claim, the company does everything it can to work with clients and manufacturing partners to resolve any and all issues as quickly as possible with the unwavering focus on providing excellent service to our customers. Independently of any outside inquiry, we have actively addressed Mrs. Till's flooring warranty claim expeditiously and in a manner consistent with both company practice and standards in our industry."
