08/18/2023
Many times community members reach out for recommendations for goods/services. As a community, we should also offer up “buyer beware” information. We offer this review of Rivera’s Flooring Kitchens and More to warn others of the issues we experienced with our November - December 2022 flooring project and Rivera’s approach to business.
We used Rivera’s for a project replacing carpet with glued down engineered wood flooring in 2016. We were happy with the results and posted a review as such. It made logical sense to go back to them for another flooring project. We should have checked current reviews, big mistake.
Our December 2022 project was to remove glued down engineered wood floor and replace with another glued down engineered wood floor.
Here are some of the issues we encountered:
• It took 2 ½ months after taking our 50% deposit to begin the project. Getting a definite schedule was difficult at best.
• A 7 to 10 day project turned into 6 weeks.
• Rivera’s did not follow the manufacturers procedures for removing old glue and wood chips from the old floor. They poured self-leveling concrete over old glue, put new glue, and then the new boards. Their process left us with a huge number of boards that have gapping on the ends and overwood (boards are not level with the board next to it). Two inspection reports, one paid for by us and the other paid for by the flooring manufacturer, identified the issues we have are not within industry standards and provided photos and quantified the extent out of specifications. Note that it took several attempts and months to get a copy of the manufacturer’s inspection report from the manufacturer.
• Rivera’s practices did not include protection of furnishings, walls, HVAC system, carpet, door jams, baseboards, etc.
• During the final punchout walkthrough, Barrett Rivera told us the problem was a manufacturer/product issue and nothing could be done to correct it. “If boards were removed, it would interrupt the floors locking system.” The question remains, if the installer knew there was a product issue, why wasn’t the installation halted immediately? Rivera’s “project manager” even helped the installer during part of the project and said nothing about any issues with the product, or with the installation.
• Thinking we had a product issue, based on Rivera’s comment to us in our home during the final punchout walkthrough, we asked Rivera to start the claim against the manufacturer as was required by the manufacturer. No response. It took many emails and a lot of time to get the manufacturer/distributor to agree to file the claim. The manufacturer/distributor could not get cooperation from Rivera’s in trying to get the claim processed. We have emails showing this. Rivera’s later contradicted themselves saying they “followed all manufacturer installation guidelines and any concerns we have were within industry standards”. This statement was made without Rivera or any of his crew taking any measurements. If Rivera stated that gapping and overwood were within industry standards, measurements should have been taken but they were not taken by Rivera nor his staff.
• We have filed complaints with the Florida Department of Agriculture and Consumer Services -Consumer Services Division, the Florida Department of Business and Professional Regulation (licensing agency), and Better Business Bureau. Official copies of our complaint packages can be obtained from the State agencies or copies of same from us that include Rivera’s responses or lack thereof. Individual complaints do not carry the weight as collective complaints do, but do provide information regarding this vendor to the State and local agencies. Multiple complaints are beneficial to the agencies in the event of repeated offenses or should a class action lawsuit be pursued.
We have seen from several reviews and other complaints against Rivera’s, that Rivera’s will accuse the consumer of being belligerent to their employees and other such comments. We anticipate that when we post this, you will hear all kinds of reasons why we are horrible people in Rivera’s response. We are going to stay out of the gutter and not engage in personal attacks. We will provide facts.
Our advice to anyone entering a contract for any project is to check the reviews, even if you have used the company in the past. File complaints with every agency you can if you do not get satisfaction from the vendor. In our experience, it is difficult and time consuming to file complaints. But without them, it perpetuates improper and illegal business practices. Complaints and reviews can be posted with the Better Business Bureau, Florida Department of Agriculture and Consumer Service Consumer Services Division, Florida Department of Business and Professional Regulation (licensing agency), and social media.
Should anyone desire to get additional information about our experience with Rivera’s Flooring Kitchens and More, please send a private message to us on Facebook Messenger at https://www.facebook.com/gene.altman.12/. We’ll be happy to share documentation, photos, etcetera, and/or discuss a class action lawsuit.
