SimpleFloors / Customer service/ poor product knowledge

United States
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This company has the worst customer service I have ever encountered. After the company made the wrong recommendation for underlayment for our radiant heat flooring, we lost significant heat in our home and contacted by both telephone and email for two months numerous times before we were finally able to speak with someone. Not even 1call back or email from customer service within a two month time frame- we even asked the sales rep who sold us the floors if the was a bogus number/email address. Then of course we got the run around. We had emails proving that when we purchased the flooring the sales rep told us to buy foil backed underlayment for our radiant heat flooring which we went with to ensure the warranty was valid. The sales rep told us both by phone and email to purchase this underlayment as that was the company recommendation for this flooring type. We were forced to purchase on our own as they were sold out. After having significantly higher heating bills since install and speaking with several reputable builders in the area (including multimillion dollar luxery home builders), the consensus is the same... The high r-value of the foil recommended is blocking our heat. However, the company will not take ownership of this mistake. If you want horrible customer service, no return phone calls, and a sales staff that has no knowledge of the flooring industry then this is the way to go!

Feb 28, 2014

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