Home Depot Flooring Jobs – HENRICO, Va. (WWBT) – A Henrico family with a clinically frail 5-year-old child has new flooring in their home after more than a year of trying to work with Home Depot to fix or replace the flooring.
A Henrico family with a clinically frail 5-year-old has new flooring in their home after more than a year of trying to work with Home Depot to fix or replace it.
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Jeff and Lauren Schooler’s youngest daughter, Hannah, has a number of medical issues. In 2017, she was born with Down syndrome. By the time she was five months old, Hannah had had three surgeries, including open-heart surgery. At about a year old, she suffered an intestinal perforation and almost died. Hannah went into cardiac arrest in the OR, and while they were able to revive her, she suffered anoxic brain injury. Despite everything she’s been through, Hannah remains an example to her family.
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“Friends always ask me, ‘How’s Hannah?’ Hannah wakes up with a smile and goes to bed with a smile, and there’s no greater joy in that as a parent,” said Jeff Schooler.
A Henrico family calls 12 for help after more than a year of trying to work with Home Depot to fix the floor Hannah Schooler has multiple medical issues and her family needs a smooth surface to help with mobility in their home. (School Family)
In March 2019, the family decided to replace the carpet in their home with Pergo Outlast+ flooring, a wood laminate flooring. The Schoolers thought the smooth surface would suit Hannah better.
In November 2019, Hannah was back in the hospital, this time in the Pediatric ICU, after catching a cold, and ended up having to have a tracheostomy as she was ventilator dependent. Hannah also has a compressed spinal cord, living in a neck brace 24/7.
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Hannah returned home from the hospital in February 2020. During this time, Schoolers were concerned about gaps that began to appear in the laminate wood flooring during the winter months.
“We realized we needed to get our act together on the ground before the one-year installation warranty ended. We contacted Home Depot, who sent their installer, Romanoff [Renovations], to inspect. The couple who installed our flooring came to inspect and said it wasn’t an installation issue and must be a product issue. We contacted Home Depot again and they said they would call the [floor] representative. By the time they organized this, the weather had warmed up and all the gaps were closed,” explained Lauren Schooler. “In early February 2021, my husband reached out to Romanoff once again, who now claimed the installation was out of warranty.”
Lauren Schooler says that a Home Depot representative later returned to her home and a report determined that there was an installation issue with the flooring.
“The first proposal was to place thresholds – bumps, in various places on our first floor to give the floor a place to expand and contract. We advised that we could not have thresholds in these places because they would be a danger to our daughter and make it dangerous to navigate with her in her wheelchair and her ventilator set up,” said Lauren Schooler. “We told them we would never have bought this floor if it required boundaries in our daughter’s most visited areas. When the world itself isn’t set up for people with disabilities to begin with, we adapt when we’re out there. But this is our home and it should be a safe place for her, and that’s what I told them.
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Schoolers say the dangers with floors opening and closing come from the possibility of Hannah’s wheelchair, fan wheels, a janitor transporting her, getting her toe stuck in a gap, or having to make transitions around the house.
“We are just looking for resolution because what we are experiencing is not what was described to us at the beginning. The initial gauge didn’t describe, ‘Hey, you’re going to have openings, do you really want this product?’” said Jeff Schooler. “It’s all about communication. If only the first people we contacted would have listened instead of saying ‘no, it has to be like this’. It’s all about standing up for and doing what’s right.
On Your Side investigators first contacted Home Depot via email and received a call. The Schooler family subsequently received the following email:
“We received [a] response from our service leadership team offering two resolutions for your selection to include replacement installation with a glued lumber or a check payment in the amount of ten thousand dollars and zero cents ($10,000.00) , to replace with provider of your choice.
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Thank you very much for the opportunity to correct this matter. You are a valued customer of The Home Depot and we sincerely appreciate your business!!”
”We chose a proof of life, which is a luxury vinyl board, similar to what we have. It has no wood in it. You don’t have to worry about expansion and contraction,” explained Lauren Schooler. “It’s a solid, uninterrupted surface, and when you’re pushing a kid in their wheelchair or pulling a five-legged fan pole, you can’t go over bumps.”
“Our hearts go out to Hannah and the entire Schooler family as they work to provide her with a safe and comfortable home. We understand their frustration and appreciate the opportunity to fix this.”
The family has scheduled a new installation date with Romanoff Renovations. The website states that it “handles the installation of carpet, hardwood, laminate, vinyl, and tile floors for all of Home Depot’s residential and commercial flooring needs within its service footprint.”
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“We had a wonderful experience with Casey de Romanoff. He understood completely. He said, ‘What’s right is right,’” said Lauren Schooler. ”I asked him point-blank, ‘Was this floor installed correctly?’ Um, he said, no. I said, ‘Was it appropriate for our house?’ He said, ‘No transitions? No.'”
The installation of the new floors began on February 21st. The family now has the smooth surface it was hoping for.
“The biggest takeaway from this is to take a minute and listen to what someone has to say to you. It can be very different from what you’re experiencing,” explained Lauren Schooler. “We weren’t just people complaining about a floor – there was life behind that floor.” One Palm Harbor homeowner said she hired a Home Depot contractor for what appeared to be a simple flooring job, but when the installation went wrong, she placed a call to Taking Action reporter Jackie Callaway.
PINELLAS COUNTY, Fla.-A Palm Harbor homeowner said she hired a Home Depot contractor for what looked like a simple flooring job, but when the installation went wrong, she called Taking Action reporter Jackie Callaway.
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Teresa Rocque told ABC Action News that she decided to replace the old, outdated tile that took up most of her condo earlier this year.
She said she chose Home Depot for the $2,000 job because “I just wanted the job done right.”
But Rocque said she quickly lost faith in Home Depot’s hired installer after she said he made several mistakes.
Rocque showed ABC Action News two rolls of plastic that she said should be placed under the floor to act as a moisture barrier.
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“I showed him – I said, ‘I have these two rolls’ and he said, ‘I put them on the floor’.”
But Rocque said the installer didn’t put the plastic under the floor, which became an issue after the water heater broke and damaged the floor. Due to incorrect installation, manufacturing the floor would not hono
r Rocque’s warranty.
Rocque said she tried for five months to get Home Depot to resolve the issues before calling reporter Jackie Callaway, who reached out to corporate offices and asked for another review of her complaint.
Home Depot said in a statement: “We are happy to have been able to resolve this for Ms. Rock”.
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Rocque told reporter Jackie Callaway that he later received a full refund of about $2,000 from Home Depot.
“I am very happy with the Home Depot resolution because of you,” said Rocque. “And they have a customer again.
Let’s End Hunger for All Families! Join us and help us with ABC Action News Gives ‘Food to Families’ Virtual Food Drive. Home Depot sales associates perform a variety of important tasks for the hardware store chain. Sales associates at The Home Depot typically provide customer service, including directing customers to products, answering questions about merchandise, or assisting with purchasing decisions.
Home Depot sales associates can also perform stocking, organizing, and cleaning tasks at the request of the management team. Sales associates work closely with Home Depot managers to provide satisfaction to every customer who enters the store.
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