Complaints

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• Initial Complaint

  Date:09/26/2023

  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.

  During the dates of August 30th - September 1st, 2023, we hired Ruggs Benedict to install luxury laminate flooring in our mountain condo. They installed roughly 600sf in our kitchen, dining and living room. During the installation, their installers broke our dishwasher when they dropped it during the process of moving it. When it was reinstalled, it leaked causing damage to the condo below us and causing us to lose out on rentals in addition to purchasing a new dishwasher and removing the old one. The total cost of damages and revenue came to $2K+. We asked for reimbursement and we were offered $500. Ruggs Benedict said it is hearsay that they broke the dishwasher and threatened to make us pay for their attorneys if we hired a lawyer.

  Business Response

  Date: 09/26/2023

  As you can see in the signed contract we have with Alex Gschwend, it is required that he has a plumber reconnect all water and gas appliances.  He reconnected the dishwasher himself and flooded his neighbor.  He would like us to take all the responsibility for the water damage and all of his losses but we did not put his dishwasher back or hook up any water.  If this had been done by a plumber there would not have been a flood.  I offered him a $500.00 customer accommodation to help him out.  Please let me know if I can be of any further assistance.

   

  Customer Answer

  Date: 09/27/2023

  Complaint: 20659774
  
  I am rejecting this response because: the dishwasher was broken when the flooring installers moved it, not when it was disconnected.  Per invoice #1, it states that the dishwasher was broken because of the installers.  Invoice #2 and #3 detail the cost of purchasing a new dishwasher, having it professionally installed, and removing the dishwasher that Ruggs Benedict broke.  The damage to the condo below was not caused by the dishwasher being hooked up, it was because it was broken.  
  
  Regards,
  
  Alexander Gschwend

  Business Response

  Date: 09/28/2023

  We absolutely did not break the clients dishwasher.  I spoke with our employee installers that move appliances on every hard surface flooring job, it is the only way we can put flooring down.  On a typical week we move 10 to 20 appliances each week.  The installers confirmed two guys moved the dishwasher it was approximately 2" off the floor and was never dropped by our installers.  What the home owner is leaving out is that he moved and reconnected the dishwasher himself.  I am not sure when or how the dishwasher got broken.  If the client had hired plumber to reconnect his dishwasher as we recommended on his contract that he signed, there would never have been a leek.  We are willing to offer a $500 credit towards his balance due and a customer accommodation for his unfortunate situation.

  Please let me know if you need anything further.

  Kind Regards,

  Mandy Benedict

  Customer Answer

  Date: 09/28/2023

  Complaint: 20659774
  
  I am rejecting this response because: the dishwasher was broken by your installers.  I am sure this is not the first time they have lied to you.  The dishwasher is only 10mos old and we have proof it worked the day before install and when it was reconnected, it flooded.  The repairman stated in his invoice that it was broken by the flooring installers.  Just accept fault or we will have to escalate the situation.  
  
  Regards,
  
  Alexander Gschwend

  Customer Answer

  Date: 09/28/2023

  Here is a picture of the dishwasher the way we found it after the installers moved it.  This is just one of the broken pieces including disconnected wires that would have only occurred with the unit being dropped.