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Poor Installation and Inferior Customer Service

Art Van Flooring - Poor Installation and Inferior Customer Service
Art Van Flooring - Poor Installation and Inferior Customer Service
Art Van Flooring - Poor Installation and Inferior Customer Service
Art Van Flooring - Poor Installation and Inferior Customer Service
Art Van Flooring - Poor Installation and Inferior Customer Service
Art Van Flooring - Poor Installation and Inferior Customer Service
The original installers messed up my vinyl plank flooring (too many flaws to even mention!), cracked floor moulding & door casings and didn't have enough transition strips to complete the job, etc... This was in beginning of November 17'. Took until mid January to get a straight answer out of anyone to fix these issues. When the guy came to fix issues found out from him they fired the original installers because they had so many issues/complaints with them. The guy who came to fix issues, did not fix all issues and made some even worse. I'm left with dirt like putty filling where they did not cut planks long enough near the walls, gaps left in planks they had to remove & replace, cut marks on planks in the middle of my kitchen among others. This was on Friday, so they will be hearing from me on Monday. VERY upset over this whole experience and would never recommend Art Van Flooring to anyone. Very terrible customer service and installers. I really expected more from a large company like this. I wonder how many others have had experiences similar to this? Sounds like this is pretty common. :-(
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3 comments
#1769959

I also receive poor customer service at this location

#1646621

That is completely unacceptable. The whole entire job needs to be torn out and replaced...

by someone that actually knows what they are doing. I'd demand a full refund and find some other company to do it.

#1646625
@PissedConsumer1646621

Worst this is, they finally “fixed” it and just this past month the floor is popping apart at the seams now & nails they didn’t remove on the subfloor are showing through the vinyl :-( ... I’m going to be contacting them again and may just have to have the whole thing redone. Sooooo frustrating.

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ID
#1182448 Review #1182448 is a subjective opinion of poster.
Location
Shelby Charter Township, Michigan
Service
Art Van Flooring Flooring Installation
Reason of review
Bad quality
New Reviewer

Sales man lied to us

The sale man told us the carpet we ordered you would not see that many footprints very upset
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ID
#1517528 Review #1517528 is a subjective opinion of poster.
Service
Art Van Flooring Customer Care
Reason of review
Poor customer service
New Reviewer

Bad installation

The Utica location is now closed. The borders look horrible and we’re cut wrong. The flooring installation itself is not great. I’m not thrilled with it. The only thing good about this business was Josh the salesman there.
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ID
#1488873 Review #1488873 is a subjective opinion of poster.
Location
Warren, Michigan
Service
Art Van Flooring Flooring Installation
Reason of review
Bad quality
New Reviewer

Terrible customer service and carpet quality

purchased same carpet for entire house. paid extra to have everything moved. Installer showed up claimed it wasn't his job to move anything. Ended up calling off work and doing the moving myself.1 year after install carpet looks worse than the carpet that was replaced that was 15 years old. Paid extra for the warranty which was useless. I was told I was purchasing the top of line carpet. Several calls made to Art Van, now I'm told I need to call manufacturer directly.
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ID
#1436720 Review #1436720 is a subjective opinion of poster.
Location
Taylor, Michigan
Service
Art Van Flooring Customer Care
Reason of review
Poor customer service,bad quality,warranty issue

Bait and switch plus sloppy installation

Carpet shown was not the same quality that was installed. No wonder they wouldn't provide a sample piece. Second time Art Van has done a bait and switch on me. Never again with Art Van. Installers very sloppy with the cleanup. Also left behind their energy drink cans and cigarette butts.
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1 comment
#1629783

I've been waiting 4 months for samples! I guess they are never coming!

This was an in-home estimate. Sales person would not leave a quote. Was told that they would move furniture-- doesn't' sound like it based on other reviews below.

After reading these reviews I will not go with Art Van for my carpet. Thank you!

ID
#1315820 Review #1315820 is a subjective opinion of poster.
Service
Art Van Flooring Carpet Installation
New Reviewer

Installers gave poor service.

Sales person was great selling the flooring, but the installers that eventually showed up acted like it was their first job. The first appointment was cancelled because the guy had to babysit. Finally, they started in the sink area and then decided to move to the laundry room. They started back on the kitchen, but the tiles didn't line up between the two rooms. When I told him that he had to fix it, he got mad and started arguing with me. When I threatened to report him, he said he would tear up the sink area and line it up with the laundry. He didn't replace the already cut pieces, so now the floor is buckling and the tiles are separating. The corners on some of the tiles in the kitchen are lifting. The wood trim that I had to pay for was cut wrong and that was never fixed either. They left my kitchen a mess and being in a wheel chair made it a little difficult cleaning up after them. I had a "supervisor" come to the house after the floor was finished. He said that he would check with the manufacturer about the tiles, but he never did get back to me. I keep trying to call the office and all I get is a recording to leave a message, which is NEVER returned. I hope that somebody at Art Van Flooring in Warren MI sees this and steps up.
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ID
#1219228 Review #1219228 is a subjective opinion of poster.
Location
Warren, Michigan
Service
Art Van Flooring Flooring Installation
Reason of review
Bad quality
Loss
$1708
Preferred solution
Let the company propose a solution

Set initial flooring appt

I set the appt with Warren, Mi. Art Van Flooring. Sales guy to be here this morning at 9 am. We have a dr appt and have to leave by noon so 9 was great! Sales guy calls, says he forgot the samples, says he will come next Sat or Mon or at 11. He has another appt on way here at 11 am in another town close to us. He was smug, calm and NOT caring why he had to be here at 9 in the first place. He asked smugly, when did you make the appt.? I said a week ago as the lady said you’d be in this area today so I said great but he had to come at 9 am or earlier. She said no problem. Ya right.... The smug sales guy to have been here by 9 am that just called me at 830 am, seemed to not want to care how disappointed I was to have no samples at first. I said then come anyways I guess and measure floors up. He said I won’t be there till after I go to my 10 am appt in Kalkaska, Mi., on the way. I said what did I tell you? We set appt for 9 am a week ago and you call me from Traverse City, Mi., that is about 1 hr and 30 minutes from here to say you forgot my samples even, then say if you come you’ll put someone else in from of me! I think not.....I’m calling WARREN, Mi., at 10 am sharp and someone is going to get a new axxxxxx!! I have been by far an excellent loyal customer for years and years. What is going on here?
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2 comments
#1408679

See my updated comment below marked Coleen Sander

#1408677

This started off on wrong foot but finally the end result came through after all said n done. Jack, initial Art Van sales/measure person,

Matt and Eddie, installers, Paula who coordinated the install, and Shak from cooperate with Art Van were great to work with.

JULIE, cooperate who handles entire order from get go DROPPED THE BALL, didn’t send out order as promised, and the rest of us waited for the install date to come on 11/30!

It had to be reordered so final install date was 1213.

My advice to new ordering customers, make sure Art Van keeps u in the loop.

The flooring is awesome!!

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ID
#1118924 Review #1118924 is a subjective opinion of poster.
Service
Art Van Flooring Customer Care
Reason of review
Poor customer service
New Reviewer

Broken Furnitire

Art Van Flooring - Broken Furnitire
Art Van Flooring - Broken Furnitire
Art Van Flooring - Broken Furnitire
I had New carpet put throughout my condo. 5 guys showed up to rip up carpeting and lay new one. They refused to put my furniture in lawn or driveway. Too much work. I have very little furniture 3 beds and dining furniture. In short they piled everything on a heap and broke my dresser and bed, severely dented my buffet, broke my stools and cracked the bottom of my kitchen table. Store manager asked for pictures which I supplied the next morning. Pat has never contacted me! I called corporate with no call back. I'm thinking art van has new owners because customer service has never been so poor. Was not worth the money saved on the carpet! I would never use Art Van flooring again!
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4 comments
#1374425

Robin has not called me back and I've left over 8 messages! Terrible!

#1379700
@PissedConsumer1374425

Almost 3 months later and no one from Art Van Flooring, Larry nor Robin will return my calls. Did nothing to take care of all my broken furniture. I will never buy anything from Art Van ever again.

#1424424
@PissedConsumer1379700

We are having issues with them as well has anybody contacted you back yet? Because if we all get together and go to the news maybe we can get something fixed.

#1427840
@PissedConsumer1424424

The original installers messed up my vinyl plank flooring (too many flaws to even mention!), cracked floor moulding & door casings and didn't have enough transition strips to complete the job. This was in beginning of November 17'.

Took until mid January to get a straight answer out of anyone to fix these issues. When the guy came to fix issues found out they fired the original installers because they had so many issues/complaints with them. The guy who came to fix issues, did not fix all issues and made some even worse. I'm left with dirt like putty filling where they did not cut planks long enough near the walls and gaps left in planks they had to remove & replace.

I'm pretty sure the grooves were cracked where the planks lock in. This was on Friday, so they will be hearing from me on Monday. VERY upset over this whole experience and would never recommend Art Van Flooring to anyone.

Very terrible customer service and installers. I really expected more from a large company like this.

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ID
#1094463 Review #1094463 is a subjective opinion of poster.
Location
Rochester Hills, Michigan
Service
Art Van Flooring Carpet Installation
Reason of review
Bad quality

Art Van Flooring - Mohawk Industries Forever Fresh Carpet Review

We spent 2 years researching carpet for our home, we were looking for high quality. While on the road going to several carpet companies we decited to go to Art Van Flooring in Utica MI 10/2015. The sales person Paul was great, he spent a lot of time demonstrating and educating us on different types of carpets. We were impressed with the Mokawk Ever Fresh carpet. We were told the carpet was used at a zoo and a Rhino lived on it for 3 months, then all they had to do is rinse the carpet with a hose and it was like new. We were told the carpet could be cleaned with a wire brush and bleach, it had special fibers! So we thought great! We invested several thousand dollars to get the best carpet, padding, installation and service. We have children and a couple small inhouse family pets, just like most families and homes. First off at the install, we made sure all the furniture was moved either into the basement or garage and old carpet and padding was removed. Well while laying my carpet he scuffed up my freshly painted walls. We asked if we need to remove closet organizers, we were told "no they could work around them". They closet organizer was pulled out the wall and holes were busted into the wall. We didn't complain because were tired and wanted to get our home back together. Well a year later in Oct 2016 we had our annual mandatory professional carpet cleaned. About 2 weeks later we noticed our seam began to come apart in our hall. We contacted the Service Dept. Rick Robinson the Manager to schedule a simple repair. While trying to discuss my repair and schedule a date, I was told that the same installer would come to my house. I requested someone different because of the past issues. So I explained to Rick my concerns. He still TOLD me NO and became very rude and argumentive. He proceeded to tell me that he is sending the same installer regardless of my request or regards as a customer and he will be also attending the appointment. I just want the seam repaired, not a argument! I took a day off work for the repair. I put my pets in another room. They both arrive, I open my door and Rick Robinson and the staller in my house and showed them the carpet area that needed the repair. Rick Robinson pulled up the carpet along the base boards and even pulled up and created other carpet issues. He then turned to me and began yelling and pointing his finger in my face saying "you need to fix your problem"! I said,"excuse me, what are you talking about"? You have pets and your pets must have urinated on the carpet and caused the seam to come apart"! VERY CONDISCENDING AND RUDE! He was trying to intimidate me! I told him I have gates up so they don't go to that area of the house. I told him to stop being so rude, mean and dissrespectful to me. Rick continued to yell at me and say "You just don't want to hear what I am going to tell you"! He proceeds to say, all we can do is hot glue the carpet! And thats what they did! He pulled and over lapped the carpet, it looks like a big lump and didn't tuck the carpet back down by the base boards, while leaving chunks of hot glue on the top of my carpet. He then threw a paper at me to sign stating he was here. I was so mad, I just wanted them out of my house! So as I was signing it, I said,"Nothing is written on this paper and can I have a copy. He told me no I don't get a copy and wote on the paper after I signed. I have been battling for 2 months to have my carpet repaired. Now its almost Christmas, I've left messages with Customer relations, Larry and Robin. He had not returned a single call. Robin has returned a few calls and now wants to hire a inspector. I told her," she can come to see my house for her self and see the mess they left. We just want the same respect and our carpet repaired. Frustrated, disappointed and still waiting for my carpet repair!!!!
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3 comments
#1349526

There is alot of information missing and this story makes no sense at all. Obviously you have a pet issue in your home and it sounds like your pet urinated on the seams and they have been there more than once. No carpet is bullet proof its urine resistant not guaranteed against urine.

#1409485
@PissedConsumer1349526

If you read the whole review, it states that their pets aren't able to access that area. I also believe that "wetness" shouldn't make a seam fall apart.

Besides all that, is that any way for a business to treat their customers that spent a lot of money on carpet? Not to mention more money on missing a days work! How much would it cost them to fix a seam?

Very minimal I'd think. If it happened more than once, then the company could say, "hey I'm sorry but this is not an install problem, rather a pet problem (if true) and we will do it this time, but next it'll be out of pocket for the customer."

#1527791
@PissedConsumer1409485

You are right. I have a 20 -year -old carpet from New York carpet world that has seen seven cats over the years.

No seam is open from their urine or vomit. They sell junk today!

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ID
#972706 Review #972706 is a subjective opinion of poster.
Product
Mohawk Flooring Forever Fresh Carpet
Reason of review
Not as described/ advertised

Art Van Flooring - Customer Care Review

We spent 2 years researching carpet for our home, we were looking for high quality price. We went to the Art Van Flooring in Utica MI 10/2015. The sales person Paul was great, he spent a lot of time demonstrating and educating us on different types of carpets. We were impressed with the Mokawk Ever Fresh carpet. We were told the carpet was used at a zoo and a Rhino lived on it for 3 months, then all they had to do is rinse the carpet with a hose and it was like new. We were told the carpet could be cleaned with a wire brush and bleach, it had special fibers! So we thought great! We invested several thousand dollars to get the best carpet, padding, installation and service. We have children and a couple small inhouse family pets, just like most families and homes. First off at the install, we made sure all the furniture was moved either into the basement or garage and old carpet and padding was removed. Well while laying my carpet he scuffed up my freshly painted walls. We asked if we need to remove closet organizers, we were told "no they could work around them". They closet organizer was pulled out the wall and holes were busted into the wall. We didn't complain because were tired and wanted to get our home back together and we lived our new carpet. Well a year later in Oct 2016 we had our annual mandatory professional carpet cleaned. About 2 weeks later we noticed our seam began to come apart in our hall. We contacted the Service Dept. Rick Robinson the Manager to schedule a simple repair. While trying to discuss my repair and schedule a date, I was told that the same installer would vome to my house. I requested someone different because of the past issues. So I explained to Rick my concerns. He still TOLD me NO and became very rude and argumentive. He proceeded to tell me that he is sending the same installer regardless of my request or regards as a customer and he will be also attending the appointment. I just want the seam repaired, not a argument! I took a day off work for the repair. I put my pets in another room. They both arrive, I open my door and Rick Robinson and the staller in my house and showed them the carpet area that needed the repair. Rick Robinson pulled up the carpet along the base boards and even pulled up and created other carpet issues. He then turned to me and began yelling and pointing his finger in my face saying "you need to fix your problem"! I said,"excuse me, what are you talking about"? You have pets and your pets must have urinated on the carpet and caused the seam to come apart"! VERY CONDISCENDING AND RUDE! He was trying to intimidate me! I told him I have gates up so they don't go to that area of the house. I told him to stop being so rude, mean and dissrespectful to me. Rick continued to yell at me and say "You just don't want to hear what I am going to tell you"! He proceeds to say, all we can do is hot glue the carpet! And thats what they did! He pulled and over lapped the carpet, it looks like a big lump and didn't tuck the carpet back down by the base boards, while leaving chunks of hot glue on the top of my carpet. He then threw a paper at me to sign stating he was here. I was so mad, I just wanted them out of my house! So as I was signing it, I said,"Nothing is written on this paperand can i have a copy. He told me no I don't get a vopy and wote on the paper after I signed. I have been battling for 2 months to have my carpet repaired. Now its almost Christmas, I've left messages with Customer relations, Larry and Robin. He had not returned a single call. Robin has returned a few calls and now wants to hire a private inspector to look at the carpet. He is only avalible M-F 9-3, now they expect us to take more time off work. I told her," she can come to my house for her self and look at this mess they left"! We just wanted to fix the problem, we didn't have all these other problems until we felt like we are getting pushed around. All we want is to be treated with the same respect and for our carpet to be repaired correctly. I'm hurt and truly dissappointed in the behavior of a Manager of Service department. No one should be treated this way!
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ID
#968432 Review #968432 is a subjective opinion of poster.
Service
Art Van Flooring Customer Care
Reason of review
Poor customer service

Art Van Flooring - Carpet Review from Dearborn, Michigan

My name is Theresa and I need to talk to someone about the horrible experience I have had with Art Van flooring! Today I was supposed to get the rest of my carpet however this mistake is nothing new! I have had mistake after mistake! I had a flood August 11 in my Dearborn home and it has taken us forever to rebuild our basement with no help from insurance or the city. We don't have much money and I have to finance most of this flooding. Larry and Robin in customer service treat me like I'm already getting a deal and that I don't matter! There's mistake after mistake and I have people come help me move furniture and then, uh your vinyl isn't coming and uh your carpet was ordered wrong, uh the cord around wasn't on the truck or for some reason we have no installer available even though you have been on the schedule for a month!!!! I even had to use carpet I didn't want because the wrong kind was ordered. I am a 2nd grade teacher in Dearborn Schools. I am so busy right now and I don't have time for rude customer service agents who don't help me. I am a very happy and quiet person however this is too much for me to handle. I have two little kids and my husband and I have had to juggle our schedule around too many times for your error. I need to talk to someone that can help understand how I am so unimportant! Why don't you have people making sure carpet and vinyl are in the truck coming to warehouse when installation is coming up? Please help me or I am going to have to go higher here. I'm so fed up and hurt by how I have been treated. Thank you. Theresa Sadek. Dearborn, MI
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ID
#646260 Review #646260 is a subjective opinion of poster.
Location
Dearborn, Michigan
Reason of review
Order processing issue

Art Van Flooring does not pay!!

I recently did some work for Art Van Flooring as a contractor. They needed help in an area, Oakland County, that I already have several accounts in, so it seemed to be a perfect fit. We agreed, and confirmed, several times that I would cover Oakland County as any other areas would cause conflict with accommodating my existing accounts. Right from the start they started sending me jobs anywhere from New Boston to Clio! Obviously NOT Oakland County. After several days of this and talking to them about how this was affecting my existing accounts, I decided to part ways with them. I advised the person in charge of the department that it was not going to work out, explained again that I could not risk losing my existing accounts by trying to cover such a large area. He seemed to understand and agreed that I'd send in an invoice for the 10 jobs that I completed and would be paid the following week. I did not get paid the following week and when I asked about it, he said that his boss was withholding my money and that I could call his boss since he had no control of it and all he could do was pass along the message... He said he would update me on the status of my pay but that hasn't happened either. I have NOT been paid for the work that I completed and I have NOT been updated on the status. They won't return my calls or emails. I can understand, to some degree, the growing pains that they may be going through, but this is ridiculous and I will be sure to let EVERY SINGLE PERSON, in the industry, know how they operate. Stay Away!! These people are crooks!
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2 comments
#1349517

Just curious I work in the flooring industry are they keeping your check because you signed a contract to guarantee your work for a certain amount of time. If they pay you out they have no bond on you and if someone has to fix your repair the company has to pay them to do so.

I believe if you read your contract it will tell you after a year they release the balance of your pay. Most contractors stay long enough to have a certain amount deducted from there check each week until they reach the proper bond amount.

It sounds like you didn't meet there quota so there keeping it for future repairs. I was a manager at New York Carpet world and we did this.

#1646627
@PissedConsumer1349517

*their... not there

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ID
#534919 Review #534919 is a subjective opinion of poster.

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