Complaints

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• Initial Complaint

  Date:17/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint to express our ongoing concerns regarding the flooring installation performed by Halan Flooring Inc. in our home during the period of November to December 2022. Specifically, we are deeply troubled by the presence of several significant issues, including hollow areas, broken boards by the interconnect system resulting from the leveling process, scratching and peeling in various stair noses.After several attempts to find a long term solution with the company, Halan Flooring is refusing to take responsibility, because they claim the warranty expired at the end of September. However,in advance of signing a quote with Halan Flooring and the commencement of the Work, we were explicitly informed in writing that the Work would be backed by a one-year warranty, in addition to any warranties provided by the material manufacturer. As at todays date we observed the following deficiencies: 1. broken planks in an area that was previously replaced in 2 different occasions. After each repair, new boards have broken at the edge of the repaired area, causing the area that needs repairs to expand.2. broken planks in areas previously fixed with spray foam;3. uneven flooring in multiple locations;4. hollow areas;5. peeling on the edges of stair noses;6. stair steps cracking and moving;7. gaps between the stair noses and the risers;8. gaps, glue stains and scratches from the Work and certain repairs; 9. white spots in every area previously repaired with spray foam; and 10. uneven floor heat registers that protrude It is important to note that, during previous repairs necessitating plank replacements, our own leftover material was utilized, rather than new materials provided by Halan Flooring.We are contacting you to obtain a comprehensive plan outlining how Halan Flooring intends to rectify all Deficiencies and a long-term solution that doesnt break as previous repairs did or to request a refund from the company.

  Business Response

  Date: 24/10/2023

  Good afternoon BBB, 

  Thank you for your email.

  This happens because of uneven subfloor of old house, we did not charge leveling. We did repair broken planks twice. Now we offer that will repair wherever broken planks. That's what we can do. 

  Business Response

  Date: 24/10/2023

  Good afternoon BBB, 

  Thank you for your email.

  This happens because of uneven subfloor of old house, we did not charge leveling. We did repair broken planks twice. Now we offer that will repair wherever broken planks. That's what we can do. 

  Customer Answer

  Date: 24/10/2023

   
  Complaint: 20741739
  
  I am rejecting this response because:

  They claim that the levelling and prep subfloor fee, included in our installation agreement (attached), was not intended to cover extra levelling work.
  
  Before commencing work, we expressed concerns about the initial prep work's impact on our floor installation's quality. We stressed the importance of a flawless main floor installation, trusting Halan Flooring Inc. as experts. In response, *****, their project lead, suggested waiting until they removed the old floor to assess the subfloor's condition (see attached images of our conversation with *****).
  After removing the carpet and original hardwood, Halan Flooring Inc. recommended subflooring only in the guest bathroom and presented an additional charge (see attached image). We agreed to this. We engaged Halan Flooring Inc. not just for floor installation but also for previous flooring removal, levelling, and subfloor preparation. We explicitly asked them to keep us informed of additional requirements before starting, as evident from our text messages.
  Halan Flooring Inc. had a responsibility to communicate any extra levelling needs, as per our understanding and their professional obligations. I expected transparency and adherence to our agreement. Their response inadequately addresses my concerns, and merely replacing broken boards won't resolve the underlying problem that caused the breakage, nor the stair nose peeling.
  
  Sincerely,
  
  ******************************