D Bartens from Langley

On March 9, 2013, I wrote a contract with Floor Decor (Craig H) for approximately $13,000 to provide flooring for a rental house I was re-doing. Installation proceeded on schedule with one item outstanding - a solid wood stair-nosing transition between the roasted chestnut (red colored) flooring and the cream colored carpeting on the stairs. On August 6, 2013, Craig Hunt sent me an invoice which clearly lists the stained-to-match solid wood stair-nosing and an email saying the piece was all ready to go and that an installer would be out to put it in. After several more emails back and forth, the installer put the piece in August 15, 2013. By this time, the house was occupied by a renter and I could not immediately get in to examine the work. On August 19, 2013 I sent Craig an email that I was unhappy with the color of the bullnose. The flooring was red and the bullnose was black. Against the cream carpet, it looked decidedly out of place. I asked that it be re-stained to color match the floor, as we had agreed and as was outlined in the contract and invoice. It took 3 MONTHS of continuous emails requesting he address the problem before Craig finally agreed to send someone out to refinish the piece on NOVEMBER 4, 2013. The workman simply used a buffer to remove some of the black color in circular rings, leaving visible buffed ring marks on a now yellowish colored piece. Again, against a red floor and cream carpet, the yellow colored piece looked decidedly out-of-place. This time I contacted Craig immediately, sending him pictures and explaining that the piece was not color-matched to the flooring as we had agreed. I have sent regular emails (again), and again there was no response from Craig. Because it became obvious he had no intention of fixing the mistake, I had 3 other carpenters come in and give me estimates to have the piece re-stained to color match the floor (as I'd originally ordered). All 3 people explained that the wrong type of wood had been chosen for the piece and that an identical color match would be difficult. To provide an exact match, the piece would have to be removed and a different variety of wood used. However, that would damage the existing floor and I felt it was not a viable option. Next best option, was to color match as closely as possible understanding we would not be able to have an exact match. In January (still nothing from Craig despite repeated attempts), I hired someone else to sand off and re-stain the bullnose. The work was completed to my satisfaction Feb 2, 2014. The bill was $130. On February 3, 2014 I submitted the bill and pictures to Craig asking for reimbursement as this piece was included in the price I paid. I asked for a response within 10 days. When no response was received, I filed a complaint with the BBB. Craig was quick to respond to the BBB acknowledging that he could not color match the piece as promised and he'd be happy to provide a refund of the $130 I paid. Unfortunately, he did not follow through on his promise despite being given everything he asked for. I caution any future purchasers .... while he's a great salesman, be prepared for an uphill battle to have customer service issues resolved if they are resolved at all. I would not recommend the store.