Installation issues plague Indianapolis flooring project

Installation issues plague Indianapolis flooring project

COMPLAINT: Julia Armstrong, Indianapolis

"Keystone Flooring replaced the flooring in my house and installed an engineered Brazilian cherry hardwood throughout the kitchen, foyer, dining room and hallway. They also replaced the shoe molding.

"The initial installation went well, but I had concerns about the way some of the thresholds and shoe moldings were installed. I thought they didn't look right and that there might be a better way to install them. They assured me they were doing it right and that everything would be fine.

"After the installation was complete, I had another company out to do some different work for me. They said the areas I was concerned about could have been done differently to look better.

"I contacted Kevin [Nolan, the owner] at Keystone Flooring about these concerns and a number of other items that I wanted fixed, and I sent them a detailed e-mail with my list. They sent a worker out to review the items, and he agreed that they should be fixed.

"When I didn't hear anything, I contacted Kevin again about the gaps that were popping up throughout the dining room and foyer. Kevin came out to look at the work and said he would replace it.

"I then contacted him again after a few weeks. This time, he said the manufacturer was having problems locating the flooring because they had changed the location where it was produced.

"After more contacts and excuses, he finally told me six months later that he was waiting for the manufacturer to get a hold of me, as they needed to come out and make sure it's a manufacturer's error and not an installation error. I've left several messages and haven't heard from Kevin or anyone at his company.

"I want them to come and fix the floors like they said they would."

DESIRED RESOLUTION: "I want Keystone Flooring to replace the flooring in my dining room and foyer as promised, and take care of the threshold areas as well."

STATUS: Resolved

Editor's note: Armstrong tells Angie's List that Keystone Flooring resolved the issue to her satisfaction and she considers the matter closed.


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