Complaints

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• Initial Complaint

  Date:05/30/2024

  Type:Product 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.

  On March 18th we hired BTW Framing and Trim, (Randy was his name) to fix a bathroom floor. He was supposed to pull out tiles, put in 3/4 inch plywood, to replace part of the floor by the shower, then level the floor and use my existing tiles to replace what he pulled up. It was a 4ft area. 2 guys, not Randy, showed up and proceeded to try to fix the floor which took 3 days. They did not use 3/4 inch plywood nor did they level it and instead just used the floor glue as a leveling agent which just made it unstable and squish through the tiles. It was a mess. Randy said it would be fine and he would fix it if he needed to. We called and told him that it wasn’t working and he needed to fix this. Well, he used up all our remaining tiles to match the existing tiles and they were ruined so he said to go pick out new tile at Lowe’s and he would just redo the whole bathroom floor. I picked out tiles and let him know what I wanted. Every week we called for him to come back out and every week he had an excuse why he couldn’t. He finally showed up May 16th and proceeded to put in an entirely different floor than what I wanted. He worked for one hour, left, with all of his stuff scattered in my driveway, came back 4 hours later, worked for 3 hours, never finished the job, put in broken tiles, didn’t even the floor out, left all the baseboards and molding in my bathtub and we haven’t seen him since. One phone call from him 2 days after he left the job telling us he has food poisoning. We have not heard from him in over 10 days. It has been a disaster. This man should not be in business. He and his crew are the most unprofessional people you would ever want in your house. They took a 6 hour job and turned in into 2.5 months and it’s still not finished. This has been stressful for my husband and I. The worst part is that he has been paid for this and he refuses to complete the job.

  Business Response

  Date: 05/31/2024

  Yes there was a problem.and therebwas a mised thing that caused two pieces of   tile to sit 1/16 to 1/8 below the other but I told them I would replace the whole floor at my coast  to which o pirchec4noxesogfloori g they sent me a photo amd it looked Grey on my phone  but I showed up with ot and showed it to her husban he ttied to get her to come put but she refused I. All.pf this her and I haven't spoken 3 words to each other but in the boxes of flooring there were 2 pieces I n each bow that were different from the rst to form a pattern that wouldn't work on the small room so I have ordered a new box  I called today as well as her husban and itsnot in yet.assoon ss it's in I'll finish the job we put pieces down to hive a walking  surface and as for3/4  yes they dif use  3/4 THE PROBLEM WAS YOU HAD A vinyl floor that you.judt covered with thin plywood he put ply wood down and didn't realize yhe vinyl between but as i.have stated I will at my expense  install  a new floor and as soon as it comes in I'll have it down already have new molding not resusing any buy tomy understanding her mother  has been in poor health snd not going to be here much longer and I haven't called or bothered them at this time  but the thing will get done and I left to go get a new seal for you toilet and lunch b now I wish I could speed this up but I also wish this all would of been different   I admitted the guys said they could  and I let them do it.  And they couldn't do it right so I  am going to fix it myself  but that's the reputation I have that I fixing a d make it right  and I will do that it's I know been stressful and thoes idiots  are gone from my company  but  they also caused me problems on other jobs that I have spent  he last month  fixing so I'm sorry and hope tomorrow it will come in and I'll get done  thanks