08:48PM | 12/17/13
RUN…if you are ever approached to use their services. I have had one of the worse experiences in my life, seriously, one of the very worse. In a nut shell, I had my 3/4 of my house done in hardwoods. They ordered the wrong wood for my downstairs bedroom (concrete floor) insisted that "I" pay their installer to load up that portion of my order and and take back to LL, then I had to leave the new wood in my house "to season", causing another delay in my installation. Finally they completed the job and did a some what decent job upstairs, until they got to my stairs……

The bottom 4 steps were rounded, they told me they would put 45 degree angles on them and they would look great. Installer assured me he had done this previously and even showed me pictures. He lied. He chop my stairs all to H-- and back. They are uneven, crooked and a holy nightmare. The installer finally admitted that he had never done that type of stair before. I wanted SIX MONTHS for them to come back out and re-do the steps. They made them 50% better, but they are still a mess. They need to be taken down to the core and rebuilt.

I also had tile risers, they told me they would pay to re-do the tiles that would have to be replaced in order to to fix the disastrous steps. In order just to move on, so I had been tortured enough, I agreed to go ahead and pay for the work and just deduct for the re-tile on the steps. I sent the receipt and then…….

That is when I received NUMEROUS, nasty calls and extremely, rude text messages from the woman that worked with the installers. I mean vicious, angry, bizarre messages.

I have called HSS, send e-mails and pictures of the job and I hear nothing back…crickets. So you can forget anything about them trying and tell you about their concern for you as a consumer. It's simply not true. They take their cut and go on about their business. After this fiasco I started speaking to other neighbors and several of them shared similar stories. There service, or lack of, is the rule rather than the exception. RUN!

In my city, Lumber Liquidators has finally kicked them to the curb. It's a shame that I do business with them prior to this wise decision, because I have a bad taste in my mouth about LL, as well. They have to hold some responsibility for the installers they had on site.


12:37PM | 12/19/13
LL Response: Very sorry to hear this project took a turn for the worst. There's not enough informaiton here to look you up, but if you contact LL Customer Care at 800-366-4204 we would like to investigate your concerns and see what we can do to help correct the poor job and get the project finished properly. If we removed the contractor as you stated, we certainly did so with our customers in mind as we expect exceptional service and quality work. When we hear of this type of problem it generally means the contractor further sub contracted work out and the crew did not meet the expectations we have for service and that's unacceptable. We want to help, so reference this statement and you're welcome to ask for the Dir. of Customer Care and I will help you get this to a better place!
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