Homeowner says Fuquay-Varina flooring company did shoddy vinyl job
I hired Kimi’s Carpets Plus of Fuquay-Varina, North Carolina, to install new vinyl floor in my kitchen, foyer and powder room.
The initial visit to the showroom went well. We went over all the details and scheduled the install. However, when the crew showed up, they had no idea they were supposed to remove the old vinyl and had no measurements. There must have been a lack of communication between the sales team and installers. It became obvious this would be a two-day job, which wasn’t discussed or expected.
I shared my concerns with my salesman when he called to follow up after the install. An area had been cut poorly and was off pattern. He said it could be a week before anyone could fix it.
I paid the final invoice, but I noticed more and more problems over the next several weeks. They rarely returned my phone calls. I provided a list of issues to the owner, who said the salesman would call me back.
He finally called about a month later, and gave me multiple excuses. I told him the issues, including a cracked transition piece, a smashed water line to the fridge, lumpy spots where the subfloor hadn’t been sanded and loose transition pieces. I was given an appointment time and told the original installer would address the issues. No one ever showed up.
After another angry call, I was told the installer’s vehicle broke down. We rescheduled for a week later.
Finally, someone showed up, but it wasn’t the original installer. It was two young kids with an unmarked van and no identification at all that they were with Kimi’s. Thankfully, they were legit. They had absolutely no idea why they were sent to my house, and were completely unprepared. They did not have a replacement transition piece that matched the original, but I gave in and went with what they had to get it over with. They needed to borrow my sander to fix the mud issues. I helped them along to be sure it was all done to my satisfaction.
I immediately called the salesman when they left. I left at least one more message for him and one for the owner as well. I’ve never heard back.
I paid too much for the install based on how much work I did myself. I'd like a $563 refund.
Alison Carpenter, Raleigh, North Carolina
Have a complaint?
Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.