Complaints

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• Initial Complaint

  Date:08/09/2024

  Type:Billing 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.

  I am writing to bring to your attention a troubling experience I had with Carpet Galleria in Thousand Oaks,CA regarding their misleading business practices that resulted in me paying a significantly higher amount for services rendere
  
  On 06/08/24], I engaged the services of Carpet Galleria owner N**** ******* for a Vinyl flooring job. During our initial discussions, I was provided with an estimate for $24,763 which I felt was reasonable and agreed to sign the contract. However, as the project progressed, I was continually presented with additional charges and fees that were never disclosed upfront for floor leveling and screws.
  He verbally advised me after the job was started and the existing floors were removed that there is an additional cost of $6,421 for floor leveling, which left me no choice but to pay the higher amount. Before the job was started I asked if the total cost for the 1st and 2nd floors would be $24,763, he confirmed in writing it was the total cost of the job.
  Despite my attempts to seek clarification, the contractor provided vague explanations and he failed to honor the original estimate. Ultimately, I was billed a total of $31,184, which was an amount higher than the original estimate $24,763 This experience not only caused financial strain but also left me feeling taken advantage of in a situation where trust and transparency should have been paramount.
  I believe that businesses should uphold ethical standards and be accountable for their practices. It is disheartening to see a contractor exploit clients by manipulating costs without clear communication. I am seeking your assistance in investigating this matter to prevent others from experiencing similar issues in the future.. I appreciate your attention to this matter and look forward to your response.
  Thank you for your commitment to protecting consumers and promoting ethical business practices.

  

  Business Response

  Date: 08/21/2024

  Background:
  

  We were referred to Ms. Dee M***** by her boyfriend C*** *********. 

  We installed engineered wood for him in his house on or around June 2023 in Moorpark without any problems and he was very happy with our work. 

  
  

  Based on my Calendar, I visited Ms. M***** on May 9th, measured her entire house and discussed with her options of different types of flooring available. 

  Hardwood was not an option because of her environment and grandkids, she decided luxury waterproof vinyl flooring was the best option. 

  As with every customer, in our contract we disclose that eventually leveling is needed specially for Vinyl floors because of the manufacturer's requirements, see paragraph 12 of Pre- Installation guidelines and Agreement. 

  When writing the contract, unfortunately we can not evaluate the amount of labor and material needed to level floors. Any estimation would be totally wrong and a flat lie. We need to scan the clean subfloor with a laser instrument and estimate the cost of leveling. This was only possible after demolition of tiles, pull up of carpet and removal of all existing floors.

  I scanned the first floor after demolition of tiles and removal of old carpet with Ms. M***** present, I showed her precisely how unlevel her floor was and calculated the amount of material and labor at discounted rates and she approved to proceed (I do not understand the complaint, she approved it). 

  We then finished leveling the 1st floor, installed Vinyl floors and baseboards.

  On the following day we then continued in the same manner on the 2nd floor. We pulled up existing carpet and padding and Tag strips, cleaned up the subfloor and again with Ms. M***** present, I scanned the 2nd floor and checked again for leveling issues. Here again, I estimated the amount of Material and Labor needed and Ms. M***** objected to the cost of leveling and that she expected me to have given her an estimate before. 

  Unfortunately nobody can estimate if the floors of any house anywhere need leveling or not until the existing floors are pulled up and the subfloor is visible. 

  Here, because of her objection and budgetary issues, I offered her to consider flooring the entire second floor with carpet, because carpet is forgiving and doesn't require precise leveling and that I could send back the remaining vinyl material to the manufacturer and ask them not to charge her with a restocking fee of 25%. I was just trying to work with her as best as possible.

  She finally decided for the vinyl to be installed and approved to proceed with the vinyl flooring on 2nd floors, here again I do not understand the complaint, she approved it.

  
  

  It is worth mentioning that even if she was disappointed with the costs, she may not know now but she should appreciate the precision and quality of workmanship we delivered.

  If the leveling for any floating floor is not done in proper form, this will result in near future (estimated 6-9 months after job completion) in floor failure. The planks start to disconnect and gradually break apart. Now guess, who is responsible for the damage which occurs.

  
  

  We used a few more bags of leveling compound for the first and second floor and did not charge her for that.  

  I also waived 3% cost of credit card processing on her last two payments. I also didn't charge for screws which we used for the loose plywood subfloors on the 2nd floor.

  Ms. M***** has now beautiful and durable waterproof floors for many many years to come and I am happy for her. Furthermore, we did not pour the concrete slab in her house, did not frame the house, did not install subfloor, whoever did, did not level it properly. We can not be blamed for the mistakes of others.

  We have to correct whatever we find, which is faulty and correct it as we go.

  I hope that she will realize that we were and are committed to excellent workmanship and do not cut corners to make her feel good today and be disappointed later.

  
  

  Attached please find:

  -Invoice signed and initialed Pre- Installation guidelines and Agreement

  -Signed and approved change orders

  -Final approved and signed inspection report at job completion.

   

  I would welcome Ms. M***** to call any and all Vinyl manufacturers and ask about many companies who do not perform leveling properly or even don't do it at all and how much headache this causes later for customers. 

  Thanks,

  N**** ******* Project manager

   

  Customer Answer

  Date: 08/22/2024

  
  
  
  
  Complaint: 22115820
  
  
  
  I am rejecting this response because

  I was not advised before I signed the contract that the floors would need leveling. He is the subject expert matter in flooring and should have mentioned it before he started the job.  I asked Nader if the total cost of the job would be $24,763 and he stated yes. (please see confirmation messages attached) so I believed the leveling would be included.  He then charged 26% more than what the final cost was stated  in his message. This a classic example of bait  and switch. As he was always presenting me with hidden fees, like charging extra for screws that were not mention as well.   
  
  As a consumer, I had no choice but to agree to the additional cost for leveling as he had already removed the existing floors and it was a horrible situation to be in.    
  
  This is about unethical business practices, I researched deeper and there are other people on Yelp that experienced the same situation I was in and had no choice but to pay the additional cost as well.  
  
  I feel he should compensate me for half of the 26% extra he charged. He needs to be upfront, if it’s an estimate then it’s an estimate but he stated this is the final cost for the 1st and 2nd floors.
  
  
  
  Regards,
  
  
  
  ******* M*****