- Report: #1117745
Report - Rebuttal - Arbitrate
Complaint Review: OC Floor Gallery
OC Floor Gallery12319 Ocean Gateway, Unit 301 Ocean City, Maryland USA
OC Floor Gallery, Dustin Levy, Glen Levy, Bait and Switch Pricing; Poor Customer Service; Lousy Installation Ocean City Maryland
*REBUTTAL Owner of company: Laminate Floor
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My family hired OC Floor Gallery to install laminate floor and carpet in our rental condominium. While the staff were friendly, our experience was NOT pleasant.
In March 2013, Dustin Levy of OC Floor Gallery came and measured the condo so he could work up the estimate to remove all the existing carpet (living room, dining room, hallway and two bedrooms). The two bedrooms were to have new carpet and padding installed, while the hallway, living room and dining room were to have laminate flooring installed.
The first estimates were provided on March 29, 2013. The prices were agreeable, so we paid our deposit to have the intermediate grade laminate flooring and intermediate grade carpet installed. Around April 5, 2013, we received an email from Dustin Levy that apologized for using incorrect measurements that resulted in an incorrect (low priced) original estimate. The difference was about $500-600.
My family emailed Dustin and stated because it wasn't our error that caused the incorrect estimate, we shouldn't have to pay extra. Further, we would report the "Bait and Switch" tactics to the Better Business Bureau. On April 9, 2013, we received a response (in all capital letters) from Glen Levy, the business owner.
Glen Levy stated, "As far as the Better Business Bureau goes, I'm not concerned either way. We do not play the "Bait & Switch" game. We never have & never will. As an honest, practiving Christian, there is more at stake here than money . . .
That being said, as a businessman, I won't be able to lose money on this job. I will call you & discuss any part of this issue that you're not comfortable with. Mistakes happen in this business, as I'm sure in your business, and they have to be corrected (Not absorbed by the company). When there is a miscalculation or other error on the salesperson's part, then I am willing to cut my margins to make my customers happy."
Let me repeat, that the above text was typed in ALL capital letters. Since OC Floor Gallery had been recommended to us, my family agreed to pay for the difference in material cost. The flooring was installed by our Memorial Day 2013 visit. Things seemed fine until we visited our unit November 16 2013. At that time, we noticed that a section of floor near the front door had developed a large air bubble. We reported it to OC Floor Gallery before we returned home on November 17, 2013.
Since I didn't hear anything from OC Floor Gallery, I called on Tuesday November 26, 2013 and spoke with Dustin. I asked whether he'd been out to the unit to confirm what repairs would be needed. He advised that due to the Thanksgiving holiday rush, he had been busy, but that he would check on the unit in early December. During the conversation, Dustin pointed out that humidity (it's a beach town) can be a factor in laminate flooring "bubbling". I mentioned this to a contractor friend, who said that is true, except my family has a second floor unit and the humidity stays closer to the ground.
I didn't hear anything from OC Floor Gallery between Thanksgiving and Christmas, so I called OC Floor Gallery on December 27, 2013 to check the status of the repairs. I spoke with Dustin who said he would check with his installers and call me back.
Since I didn't hear anything by January 16, 2014. I sent an email to Dustin reminding him of our last conversation in December. I also stated that I would retain legal counsel if necessary and that Dustin could pay to have the flooring fixed by a different company.
Dustin responded to my January 16 email by saying that I "must have misunderstood" him. "Moisture" is the problem and that perhaps whoever is cleaning the floor is over saturating the flooring which is causing the edges of the floor (seams between the strips of flooring) to curl.
(NOTE: The unit is a summer rental unit that is cleaned between tenants.)
Dustin further stated that he'd be happy to work up an estimate to have the affected flooring replaced.
On January 19, 2014, my family visited the unit and noted that the original "bubble" we had noticed in November was no longer there. As indicated in Dustin's email, there was evidence of curling along the seams of the laminate floor.
At this time, the floor looks okay, but not as if was installed less than a year ago. We estimate that we will need to replace the laminate floor within the next three to four years. (Average life for a laminate floor is closer to 10 years.)
We will NOT be using OC Floor Gallery in the future.
This report was posted on Ripoff Report on 01/22/2014 05:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/OC-Floor-Gallery/Ocean-City-Maryland-21842/OC-Floor-Gallery-Dustin-Levy-Glen-Levy-Bait-and-Switch-Pricing-Poor-Customer-Service-1117745. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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