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:03/24/2025

  Type:Order 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 January 15, 2025, I hired A2 Services and Remodeling Inc. to remove the flooring on the first floor of my house and install a new one, including the baseboards. The contract cost was $6,049.00, which was paid in full. That amount included the new flooring and baseboards. During the removal process, they tore the carpet from the stairwell and threw it away. I complained because they had ripped it, and they said it was too stuck down, which wasn't true because I carefully removed the rest of the carpet that was still on the baseboard (about 5 ft. long). He said they would fix it later. When they finished, they left, and despite my repeated requests, they never returned to complete the work, which included the baseboards. I called the company manager, **** ********. He rudely told me in a voicemail that I had to hire someone else to do that small job and pay for it. He also told me that the contract I had signed stated that I would pay for the damages, which isn't true because the contract was verbal and there was nothing in writing except the invoice. I asked for a copy of the supposed contract, and he obviously refused to give it to me because it doesn't exist. I bought a baseboard for him to install and prepared the base for easy installation, but he never wanted to come finish the job.

  Business Response

  Date: 04/03/2025

  Dear Better Business Bureau, 
  
  I will explain the following events that occurred during January. At the beginning of the month, Ms. ******* ****** contacted me to discuss an estimate I sent her almost two years ago. The estimate included the removal of the carpet and baseboard and installing new waterproof floors and baseboards on the first level, the second level, and the staircase area of the property. In this case, they contracted me to work on the first level of the property. Specifically: 
  
  1. Demolition: Removal of carpet, laminated floors, and baseboard. 
  
  2. Supply installation: Waterproof floor, baseboard, and leveling material.
  
  In the demolition phase, a landing measuring approximately 7 x 7" was removed; it was located and attached to the first step of the stairs. I would like to include that Mr. ******* informed me that he fabricated and installed the landing a few years ago. As I demolished and detached the landing, a piece of wood that was a part of the structure removed the carpet that covered the riser of the first step. The reason why this occurred was because the wood part was nailed onto the riser. When Mr. ******* noticed the aesthetic damage on the riser, he let me know, but I immediately corrected him and told him that the damage occurred as I removed the structure nailed onto the step. I offered him several options to help resolve the issue. However, I explained to him that the geometric curvature of the step limited our options. The first option was to cover the first step with waterproof material that we previously installed in his home. The second option was to use a flexible baseboard that would cover only the riser of the first step and conform to its curvature.
  
  He did not consider either of the options, as he believed they were both costly; I would like to make clear that I would not charge them extra for my labor, but they would have to cover the cost of the material for the repair. Since they did not choose the options I suggested, they purchased a rigid material to address the aesthetic detail, which I believed was not the best choice.
  
  In conclusion, I would like to add that I have been and am willing to fix the issue. I never refused my help, although I prefer the appropriate materials to do a good job and have no further problems.

  Regarding the last conversation with Mr. ******** I suggested he hire someone else to solve the problem since he communicated with me in a demanding form. Without further ado, I decided to step back and express my willingness to resolve the misunderstanding. Thank you for your help and collaboration in the steps to follow. 
  
  Thank you, 
  
  **** ********.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23084972
  
  I am rejecting this response because the contractor have no autorization or instruction to remove the carpet of the stairs as they did leaving the foot caster exposed. The contracted which included putting the new caster in all around the first floor of the living area. When a asked the contractor, he said he will fix it putting in a dashbord, then, in a rude manner, he change his mind and wouldn't be responsible for it because is was a damage that i had to assume hiring somebody else to do that labor, that's why I  ask you to help me so that the contractor finishes his work that has already paid for.

  
  Sincerely,
  
  ***** Gaviria *******

   

  Business Response

  Date: 04/30/2025

  Dear, BBB,

  First of all, I would like to thank you for your participation in reaching a mediation to resolve this dispute. However, at this point, it is difficult to reach an agreement if we continue presenting the perspectives of both parties. Therefore, I respectfully request from you the steps or requirements to follow in order to reach a prompt resolution and bring this disagreement to an end.

  With nothing further to add, I bid you farewell and look forward to your prompt response.
  

  Thank you,

  **** Manuel ******************** style="font-size: *****rem;">