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:03/03/2025

  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.

   
  Complaint: 23010514
  
  I am rejecting this response because:

  This response does not address any of my issues. My floor was not supposed to be stained. Nothing was said about the trim. The company has already come back to my house once and did not address the issues I've pointed out. I will accept a proposed resolution that addresses my issues and is fair and acknowledges the fact that the company has already discounted my final payment for my purchase of additional trim. But accepting to be visited again is not a resolution. 
  
  Sincerely,
  
  ******* ****

  s rough. This is issue #3. A close inspection of the floor in these areas appears to show that the floor is not finished. Issue #4. I pointed ALL of this out to them, and they came back for touch-up work, but several of my issues were not addressed. No explanation. They gave me a $300 discount to replace the trim myself.I've tried to be patient and compromising. I've listened to them tell me that what I can clearly see with my eyes is not what I'm actually seeing. I discovered today in a different room, two other very obvious places where there appears to be no finish on the floor. I photo'd these spots and sent them to the company, but they were not convinced. My contract states that I was to get 3 coats of finish with a top coat being a high-traffic formula. I am confused as to how after 3 coats of finish, any spots could appear unfinished. But the real problem now is, after all of this, I don't feel like my complaints are being taken seriously, like being patronized.

  

  Business Response

  Date: 03/05/2025

  3-5-2025 Mr. ** ********************** called BBB to say he is sorry that Mr. **** is not satisfied with their work. Mr. ********************** is willing to come back to your home and check the two areas that you've found that may not have stain on them.  Please let BBB know of your acceptance or call Mr. ********************** at ************ to schedule an appointment.

  Via phone call with *. **** / BBB

  Customer Answer

  Date: 03/06/2025

  I made it clear in my complaint that I had relented in my protest/confusion related to the color, even though the end result looked nothing like the sample I was shown. I tried to be agreeable. But you used the word "stain" in your response. So I commented on that.

  I tried to be agreeable by asking the company to discount the work by the approximate amount of replacing the trim myself, but the amount I paid included reinstalling trim and nothing has been said about their decision to replace the trim with a different size. I did not authorize that or anticipate that, and by all measurers, this seems like an obvious mistake on their part. My attempts to convince myself that I am ok with this have failed. This matter is not resolved. 

  To repeat from my complaint... I was supposed to get 3 coats of finish with the top coat being a high traffic product. If I have areas of the floor with no finish still, after 3 coats, then I am concerned as to how this is even possible. They told me the issue is with the wood, but that makes no sense as they have already touched up other areas I pointed out with no finish.

  In my complaint, I noted rough places on the floor which have not been addressed. This may indicate an improper use of a sander or failure to use more detailed tools near the floor edges which is and was expected of a professional crew.

  The company proposes that they visit again so they can continue to tell me there are no problems, and that is not a resolution for me. I turned to the BBB because I have been unable to get a fair response.

  I will be satisfied when they replace the trim with the proper size matching the trim they removed, provided the work appears to be done professionally.  I will return their discount to them for materials to facilitate this work. In addition, any areas of the floor lacking finish should be fixed, and fixed correctly. They will inspect the floor and find these areas that need to be addressed rather than rely on me to point them all out myself.  I am the customer, not the contractor. And they will attest to the fact that they put down 3 coats of finish, using the high traffic type as the top coat.

  This will be acceptable even though it still leaves me with the issue that I did not get the color option that I wanted, that they offered to me.

  Thank you,

  *******

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23010514
  
  I am rejecting this response because:

  An additional visit may be necessary for the company to figure out how to proceed, but this response does not resolve the issue. The company has already returned once to address issues I pointed out, but they left without improving any of the issues.

  Detailed photographs have already been provided, and the simplest understanding of any fair resolution from my perspective involves an agreement that all of the incorrectly sized trim should be removed and replaced with the proper size (the size of the trim removed). And the workmanship of the effort should be up to the standards that the company sets for itself. 

  Areas where finish appears to be missing or non-uniformly applied should be addressed. Visible gouges or floor damage should also be repaired, not disregarded, as this was stated to me verbally during the initial contact with the company when describing their process.

  I agree to return to the company the discount of approximately $300 I was given to replace the trim myself.

  All plans should be in writing like a new contract.

  Beyond that, I need to understand why the floor is very rough to the touch in most places about 2 inches from the walls and in corners. This suggests to me that the sanding was done improperly.  I need assurance that my floors have 3 coats of finish with the 3rd coat being the high traffic formula as stated in my original contract.

  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/12/2025

  I will be reaching out to schedule a time to come out and look at everything and get a plan together to address the issues.

  Customer Answer

  Date: 03/20/2025

  I have tried many times to respond to the last BBB inquiry, but this app appears to ignore my upload. You have it 4 times, or not at all, but I can't tell. My upload meets all of your requirements for type and size.

  Customer Answer

  Date: 03/24/2025

  Signed.

  

  Business Response

  Date: 03/25/2025

  We will contact ******* once again to set up a time for the trim to be replaced with 3/4". ** will also inspect the places that appear to not have finish to see what can be done.

  Customer Answer

  Date: 04/11/2025

  Updated response is attached.  Thank you.