Fusion Floors – ********* Business Practice

I accepted a quote from Fusion floors to install 126sqm of laminated floors. Fusion floors delivered less than 55sqm (52sqm to be exact) with snags – still not resolved due to dispute

After receiving the quote, I very specifically double checked a specific requirement to level floors, as we made this VERY CLEAR to the owner during the quoting phase. The quote very clearly indicates that “Fusion Floors will screed and level areas using bags of screed and bondie” I only later found out that this was a matter of “anything to get the business and it all unfolds on execution” There were a number issues and they started on the very first day of the install. After returning home I noticed that the brand new floors had white paint mark spatter(from paint the quarter rounds onsite) and none of the bedroom floors were levelled as agreed. I then contacted the owner immediately to understand why not? The owner was immediately on the defensive and firstly claimed that levelling was never a requirement which I then had to correct the owner on and refer him to the quote. The owner then responded to say that the international flooring standard is the build ramps at the door entrance and not level??? In our case, neither was done so after much debate and back and forth the owner eventually said he will remedy the issue by building “ramps” and we can then check them the following day and confirm we happy.

We were not entirely happy as the job was not being delivered to our expectations and what we requested nevertheless after much deliberation I agreed to accept the ramps on condition that the remainder of the house would be levelled.. The owner verbally committed to this and mentioned he has 8 bags of screed allocated to do the levelling. He also mentioned that he was not transparent with us and apologies for this, going forward he would make an effort to be more transparent. At this point, I unfortunately had lost trust in owner due to the lack of transparency and going back on his word, I therefore asked to meet with him onsite at my house to ensure we are on the same page before the remainder of the work would commence. The meeting was held onsite at my house and the owner was very verbal and eager with how he would approach the job and kept saying he would do whatever it takes to make us happy. Unfortunately we took his word.. On the very next day the owner returned to promptly remove my lounge carpet (where levelling was required) and began to level the floor. He very quickly left the site and left his team to continue. All said and done, they were to return the following week to install the remaining 69 squares.

To our SURPRISE the very next morning we received an additional “invoice” for an amount of +- R5000. The invoice was for screed and labour. I was confused considering I already accepted a quote stipulating Fusion Floors would already do so. I found this to be very cheeky and unprofessional considering the number of times we had verbalized this to Mr Fusion Floors and not once did he make us aware that we would be liable for additional charges. I proceeded to contact the owner to object this whom was as usual defensive and arrogant. Continual speaking over me, demanding that I am now liable for levelling costs and the amount is now due. I assume the owner thought we were vulnerable and in a difficult spot (in the middle of renovations and less than half the floors installed) essentially holding us ransom…. Unless you pay we can’t move forward!

I objected to this and then the excuses (as usual) started.

Since 8 Feb (dispute day) the only item we agreed on is that I will NOT continue do any further business with Fusion Floors and the owner agreed to refund me. Unfortunately, the refund owing to me is proving to be a challenge as the owner is trying to hold back +- R5000 of my surplus deposit. No guesses as to why. To Note, the deposit amount I paid was for a 126sqm job which essentially means the deposit amount covers WAY more than the 55sqm that were installed (with snags), as well as an, excessive surplus amount which is now owing to me

Fusion floors are now trying to make every excuse to hold this +- R5000 additional charges. These range from them claiming the levelling was unforeseen to claiming they installed 64sqm of floors when actually they have only installed 52sqm. In addition to the 64sqm they claim they have installed, the owner is now saying he still needs to add 7% to this for off cuts, again laughable.

The owner has offered three variations refund - and the refund amount changes on every offer. The owners unwillingness to fairly resolve the dispute is evident. Nothing short of a joke, lots of stories and variations of stories. Childish unprofessional behaviour to say the least

I have now decided to take this public and share. I have been very patient through the entire process however this is a now principal matter and I will do everything in my capacity to make everyone aware of Fusion Floors modus operandi.

Don’t accept anything less than 100% ethical, transparent and fair business dealings. Ludicrous to think companies feel they can blatantly get away with ********* business practice like this