Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company did not complete my flooring renovations. He promised to get an electrician to install the baseboard heaters that the floor installers removed. He said he would finish the flooring in the laundry room but has not. He stated the electrician was not getting back to him about a time. Also said he was waiting for the supplies to finish the laundry room. He promised to complete both items as of last week but has since disconnected his phone and website is ******* the minimum I would like him to compensate me for paying for an electrician to install the baseboard heaters or arrange for paying for one to come.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Flooring is sinking in areas that were not levelled properly. Transitions not glued properly in kitchen and bedroom. Moulding chipped and gaps between floor and mouldings. Wall damaged when entering / exiting patio to do cutting.

  Business Response

  Date: 08/08/2024

  We had already been in contact with **** this Sunday and stated we would reach out by Wednesday or Thursday ( as soon as he was finished his current job he's on) to arrange a time for the installer to come back and take a look at the issues she brought up. It is not within her right to demand someone be available immediately, especially on a Monday of a long weekend in summer.

  **** had already approved the work prior to this and paid the installation bill which was due after the installation was completed. Said she was thrilled with the installation and looks great. She brought up the scuff and the transition coming a bit loose and at the point was also told it would be addressed we just needed the current job we were on wrapped up first. 

  To request a refund on the entire flooring product and installation for a transition and a couple wall scuffs, which was explained to you could happen during installation and to have a paint touch up plan for after. This is all lined out on our policies and procedures page on our website which everyone is directed to read when your initial estimate is sent prior to any payment being made. 

   

  Customer Answer

  Date: 14/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  The flooring issues took 2 men 10 hours each to fix. We are satisfied with the results.

• Initial Complaint

  Date:26/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Seeking compensation for very poor workmanship by installer ********:Sloppy baseboard caulking Glue on new engineered hardwood *************** Nail gun holes on stairs not all filled properly **************** to lower resident balconies, ******************* not addressed 2 week delay on material for laying flooring wrong seam pattern by Installer Water stains on kitchen ceiling from self levelling cement on loft above Mitiring baseboards wrong Installer attempts 3 times to fix front condo building walkway where self levelling concrete spilled and was not reported Installer not wanting to drill 4 screws for loft railings Causing undue stress & anxiety after paying the deposit & not getting quality workmanship and inconveniencing ***************** who was the customer but instead was the supervisor because the owner wasn't on site after complaints were made and told work *** not be completed if another installer was requested for the loft.

  Customer Answer

  Date: 26/04/2024

  I paid Inner City Flooring, *****************.  This is not a strata issue.  Thank you, *****************

  Business Response

  Date: 26/04/2024

  *** has stated in e-mail she believes she should not have to pay her final invoice bill because there was a delay in material to finish the loft. She was notified of an April 23rd delivery date and agree to that verbally. She was happy and pleased with the installers work when *** did an onsite walk through to see all other areas of the home that had already been installed to her satisfaction (bedroom and Stairs). Every time she had an issue or a complaint it was rectified immediately and followed up by ***. As soon as the final bill was sent she started reiterating all the problems that happened during installation that had already been rectified. 
  The only evidence shown is a tiny pin hole that can easily be filled, the nails are imperative to correct installation and are required to hold the stair in place while glue sets. These holes in questions are 3/32 size pin holes and being the only thing pointed out by *** does not constitute not paying for the installation. 
  *** has a condo and the only area you can cut in condos is on the balcony. She was informed of this prior to installation and agreed when entering the contract with Inner-City Flooring. 
  *** endured no financial hardship ( she is retired ) her movers were still able to move her furniture in at the scheduled date. 
  She is upset because when installing the installer didn't line up the current wood with the existing lines in the bedroom, to which he removed and replaced so they would line up. This costs the company 6 boxes in material which needed to be purchased in order to facilitate the error. *** knowing her original order came from ******* was informed the material would arrive around April 23rd and we would get back to install her top loft. An area she stated many times to Pat she wouldn't ever be using much anyways. She was completely fine with waiting. She was again contact when the material arrived and her demeanor had changed, demanding that the installers boss show up with him ay 8 am sharp to start the job. *** informed her they would be there between 9-10 as the warehouse doesn't even open until 830 and also informed her that ******* is his own boss - being a sub-contractor. He installed the loft, made sure to cover all existing flooring and shuffled furniture to install. One full day went by and we did not hear any issues come up from *** so the final bill was sent. 
  When the final bill was sent she immediately e-mailed back stating she was shocked she was receiving a bill. ( Umm what? ) Because of the mix up with the lines installing ( even though that had been corrected ) and the fact she had to wait the extra week for her loft in her mind meant that her entire installation was free. After explaining all charges on her bill, that she had not been charged for the extra boxes purchased she then stated she had to wait so she's not paying. 

  Customer Answer

  Date: 26/04/2024

   
  Complaint: 21628229
  
  I am rejecting this response because:

  Pat should have been on site to do a final walk-throughon April 23, 2024.  When I started cleaning the next day, April 24, 2024, I saw reocurring problems of sloppy work.  *** knew I was not happy with ******** continuing doing the install but I had no choice if I wanted the job done.  The 2 week delay was not my fault and what choice did I have but to wait.  I was not happy with ********'s error and wasn't going to live with his carelessness.  I have had complaints all along but not once did *** come on site to take a look nor did he contact the Board about their concerns.  Again, everything was left up to me to take care of.  *** & ******** need to be held accountable for their inaction and disregard.  Actions speak louder than words.  I am not 100% satisfied. I was quoted and my expectations were not met. And as I mentioned to ***, I had painters and movers on site without one complaint from me nor the Board.

  Regards,

  *****************

  Business Response

  Date: 26/04/2024

  *** did perform an onsite visit after installation of the stairs and master bedroom had been completed. *** was happy and the error with the lines not matching up to different coloured flooring had already been fixed. *** was onsite for almost 30 minutes chatting with *** who was in a good mood. He complimented her on the new cabinets that had been installed to which she stated she hated them. Not to mention the 8am texts sent to *** almost daily during her installation. He had full contact with her throughout the entire process to state otherwise is just a lie.
  *** tried to have ICF purchase her baseboards after the installer had finished what could be installed and was waiting for the remaining material. Trying to further put us out of pocket on her job which she had no intention of paying for.
  *** agreed to the delay in the material as she was aware her material was coming from *******. The installer offered her a discount on installation at the time the error was noticed with the lines not matching,that way he could continue and finish on schedule. She didnt want to leave it and take the discount so we proceeded to order material to rectify the issue which was covered by ICF.
  Turning around after everything was completed and not paying due to time is a clear example of her character and attitude towards small business.
  *** has not provided one photo of any errors made, except the finishing nail which is not an error it is the correct installation method of a stair nosing. It can be filled with filler and is 3/32nds in diameter. We are talking a pin hole.
  Again *** is retired, incurred no additional costs because of the delay, was able to have movers on schedule, painters on schedule.
  When *** brought to pats attention that the bottom balconies had some dust left over from cutting he offered to send the installer back to use his leaf blower to blow away any remaining dust this was denied. She said no thats totally ok dont worry about it. Now when its time to pay its an issue again. She is also in a condo and there is no other acceptable place to cut that on the customer balcony and per strata rules its the customers responsibility to clean up after. Our policies also state this which i have attached as well.
  The installers completely covered every part of the floor they were walking on to negate any damage to the new floors to call them careless is unfounded based on the photos provided. 

  Comparing the movers to someone cutting and moving around cut wood mixing concrete to shuffling boxes is not a comparison. 

  *** states in her e-mail that levelling compound caused a water stain on her ceiling. Not once has any photo of this stain been showed. Pat was onsite in the kitchen for 30 minutes after the levelling had been done and no stain was visible. *** then states in a later e-mail that shes questions if the levelling was even done. First its responsible for damage but now its not been done at all?

  When *** purchases a shirt and the cashier accidentally rings in the item twice and has to ring it in again should it be free now because of the cashiers error? no. 

  Customer Answer

  Date: 26/04/2024

   
  Complaint: 21628229
  
  I am rejecting this response because

  You are lying about offering a leaf blower coming to clean the sawdust & debris 

  You are lying about new cabinets I have that hate.  I had only moved in when you started the installation 

  You lie that I am retired.  I don't work because I'm settling here from another province

  You only laid flooring coverage the second phase of installation

  I believe 8 am texts are an acceptable time for communication and you don't have to respond until you're ready.  I was more than patient throughout this whole process

  You have more than 1 nail hole that requires filling and plenty of glue that needs to be removed.  Painting the baseboards has been difficult with sloppy caulking work

  And you didn't have the front condo walkway fixed by a professional as per the Boards request 

  And yes, I should have taken more pictures of the deficiencies but the stress you put me through made me forgetful.  And yes I was happy when the work was completed but on closer inspection of the work, I found many deficiencies 

  You should have been on site often and you were not, Pat.  I was here supervising because ******** is incompetent

  I worked for a small construction business in ******* for 7 years and I have a lot of respect for a well run business which you are not.  My last employers would not be lying and would try their best to make their customer happy and satisfied.  You have not provided 100% satisfaction.  And I shouldnt have to worry about the warranty you offer if the job was done properly 
  If you would like a letter from my condo Board expressing their disappointment in your Company, just let me know.
  Regards,
  
  *****************