Chic Floors installed high-end Armstrong flooring in my home on February 2014. The cost of the installation was low and this was reflected in the lack of quality in the workmanship. Door frames were damaged and much of the quarter-round trim was not measured properly. If the measurement was short, the workman just cut off another inch and glued that in. If it was too long, it was jammed in and the door frame was damaged. The flooring turned out to be defective and Ihab, the owner of Chic Floors filed a claim with Armstrong using the help of the distributor. Armstrong agreed to cover the costs to replace the entire floor (approx. 1250 sq. ft.). Ihab told me that I did not need to choose another Armstrong product to replace the flooring, it could be any brand. He also said that if the product I chose cost less, I could get an extra room done. I did not want to extend the wood flooring , so I looked at tile for a bathroom. I visited his store several times and he got me a sample and box of Columbia flooring at my request, which was what I was interested in. This flooring costs $2.50 less per sq. ft. than the Armstrong (per Robert?s Carpet & Fine Flooring). Ihab also showed me various tiles when I would visit his store. I decided on the Columbia flooring and let Ihab know. He sent me an open-ended invoice to sign to cover the costs of any leveling that might be needed, and indicated it should not be more than $350. I asked why Armstrong would not cover that. Ihab?s response: I will talk to them and see if they will cover it. They usually cover all material but not things that are not seen. There is no room in the price of the product to cover for leveling but I will try my best to make them cover it. Thanks Ihab did nothing further. I did agree to pay for moisture barrier glue for $292, which the distributor recommended. I then inquired about the extra tile work and was met with the response below regarding the difference in cost between Armstrong and Columbia (per Robert?s pricing, I calculated over a $3,000 differential): The difference between the two is very little price wise and remember that I am paying for this product out if pocket to accommodate you. I have to get an Armstrong product and put it in storage till I sell it so I'm sorry I cannot give you any more rooms. If you were to buy a cheaper product from Armstrong then that might be the case. Ihab had NEVER mentioned the cheaper product had to be from Armstrong and he had several opportunities to do so. (His statement about having to put product in storage was also incorrect, I found out later from Armstrong). I indicated I was not happy about this. Ihab?s response: Ok, this is not going good over here. I am not a liar. Please sign both papers I sent you and send back. From now on I want everything to be documented. Please include a credit card for the $292 to cover glue. I did not feel comfortable signing anything and berated myself for not getting Ihab?s prior statements in writing. I thought I could take him at his word. This was not the case. As a customer, I was shocked at how he was treating me. I asked for the contact information for the distributor and was told that he was not allowed to talk to me. I asked for the contact info for Armstrong next and was told to get it online. I contacted Armstrong directly and informed them about my claim. Armstrong informed me that they absolutely covered the cost of leveling that Ihab was trying to charge me for. I let Ihab know. Ihab?s response: I am not working directly with Armstrong, I am working with the distributor that distribute Armstrong product and I was told that leveling will not be included so that is why I had to charge you for leveling. I will talk to the distributor on monday and see what is the deal with leveling. His next response: I spoke to my sales rep today and he said that armstrong was actually including the leveling in the labor they were paying me which I didn't know about. I will have to correct the invoice I sent them before and include the leveling price there. I will let you know when they approve it. Armstrong had never even received an invoice from him at this point. He sent in an invoice for leveling costs only which Armstrong did approve ( since they cover the cost of leveling I was being charged for by Ihab). So Ihab is ready to do the install now. I asked him to cover the costs of the $292 moisture barrier glue (given the $3,000 differential in flooring product) and the cost of 6 ft. of walnut trim to even out the prior job that was done poorly on the fireplace surround. He refused and said it was better to find someone else to do the job. I agree. Ihab?s response: From this point on I have nothing to do with this job. I will not include moisture glue. I would say it's better that you find someone else do the job. You will still owe me $150 for the wood box My response: OK, you still need to send the entire labor invoice to Armstrong, which they will then assign to whomever I choose. I will make sure the amount is at least equal to your original invoice (less the cost of material). Armstrong will issue you a credit for material which you will then need to sign over to me. Once I have validated that you have done this, I will write you a check for $150. Your reviews of how you handled this process are still forthcoming, so please do not try and cheat me further. Ihab?s response: I hope this is the last email between us because in each one you are insulting me and I really don't want to do this. So my job is done here. I have nothing to do with your claim. I sent Ihab several more e-mails asking him to agree to sign over the credit for material from Armstrong. Since Chic Floors initiated the claim, Armstrong has to issue them the credit. He refuses to communicate or co-operate with me further because I have ?insulted him? I have contacted the BBB but they said this is a policy issue and they also cannot force him to sign the product credit over to me. That is for small claims court to handle. At this point, I am working with Armstrong to find another solution. I do not want Armstrong to issue the credit if he refuses to communicate and sign the credit over to me. My concern is that given his unprofessional behavior so far, he will keep the credit and I would have to take him to court to resolve the situation.