Only 2 years ago we purchased a vinyl floor from the Golden Mile location, Toronto, for our condo along with all the trim, appliances etc, spent about 30,000.... this floor alone was 15,000. The transition pieces have all lifted and come away, and the floor itself is buckling everywhere. We sent pictures to our sales rep, Toni . After that we drove out to the location as we felt we weren't being heard. Met with Toni Bianchi, she assures us this floor has to come up, and Rona would be there for us and not to worry.
It took a week for them to contact the vendor, who wouldn't do anything. It took another week for them to send out an installer to check it out, he came, and then they wanted to send out another inspector to check the humidity in the unit. Of course it was normal. Rona did everything they could to point the finger at us or the unit to find fault.
After a month of debating amongst themselves, they offered us 10 % off to replace the floor. Naturally we balked and now they offer 25%. We insisted that AT LEAST replace it at cost and meet us half way. Nope, no way.
We knew this was a result of bad installation. The trim was installed so poorly i sent pics of it to Toni right after the instal and we were refunded the cost of the trim. The installer clearly did not want to be there as he kept wanting to postpone the installation as he had other jobs and was clearly irritated when we insisted he complete it as we had tenants moving in. He made that very clear. I've shown this floor to 3 other professionals and they all realized immediately it was bad install.
Getting a reply from Rona Golden Mile when we need this resolved is really difficult. Now we haven't heard from them in over 10 days. When we were buying, i'd get a call back in 5 mins, but not now. I have to give it to Toni, great sales lady, had me roped right in. But LOUSY at customer service.
After spending 15,000 dollars surely anyone can understand how a customer feels after 2 years having to rip up this floor. I found a better deal elsewhere even beating the insulting offer of 25% off.
I've been a loyal customer of Rona for YEARS.....but I can't imagine setting foot in a Rona store ever again. Just a huge RIP OFF — in Toronto, Ontario.
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