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:01/29/2024

  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.

  Based on 4 previous successful flooring with ****, we contracted with them to replace the tile in our new home under construction. We didn't like the floor tile selected by the ** and the installation had severe variations in overall flatness. **** priced the job with the understanding that whatever deficiencies that were discovered when the existing tile were removed, would be repaired and added to our contract. *******************, ****** project manager, called when the tile was removed and said the concrete underneath appeared to have been rained on before it dried, setting in motion a number of deficiencies in flatness and the ability of the tile to adhere to the concrete. He could fix the issues and estimated it would add approximately $3,500. to our project. I authorized him to proceed with whatever he needed to do to correct the problem. After moving in, we found numerous areas where the floors were not flat, chairs and table legs wobbled, the refrigerator could not be properly leveled, grout lines of varying widths and different grout color shades. We began asking in April 2022 that **** bring ************ to see the installation and our issues to see what could be done to correct them. It wasn't until January 2023 that we were able to get **** to come back to the home to see the problems. ************ did not attend. Not until July 2023 did **** send the installer back to attempt to work on the flooring. This led to minimal improvement, which the installer states is partially due to lack of materials. I have attempted again to reach ************ since 11/8/23 through 1/22/24 with no response.

  Business Response

  Date: 02/15/2024

  We were contracted by the Clarks to remove all of the existing tile in their new home.  We all noticed the existing tile was a little uneven, but it passed the builders standards. I explained to the Clarks that we would not know what it would take to correct any issues with the sub-floor until we removed the existing ********* we removed the existing tile, we assessed that the subfloor not only had highs and lows but was also a very unhealthy rain slab. The concrete slabs top layer was extremely weak and *****. I explained every aspect to the Clarks and gave them a price to remediate the issues ($3500).  Mr. and *************** both objected vehemently and said they are already paying to rip up brand new tile and that they were not going to pay.  The statement that I had authorization to proceed with whatever I needed to do is not a true statement. If that were the case, we would have proceeded with the advised prep that we quoted. In addition, if that had occurred, the amount **** collected would have been $25,241.00 plus the amount we quoted for the prep $3,500.00 for a total of $28,741.00. This was not the case.  Instead, Mr. and *************** hired ****************** flooring to do the prep. You can see this by the receipt that ************** provided showing his direct payment to ****** & Suave Flooring in the amount of $1,600. ************** was correct in saying that him paying the labor direct is not a customary business arrangement and we completely agree as it is not our policy to do so. This begs the question why this was done. We contend that Mr.and *************** did not want to pay the amount that it was going to be to complete the work quoted by *****, so they instead took it upon themselves to resolve the matter. Mr. and *************** also hired our tile installer to do additional work behind our back (demo and install new shower tile) without Iveys knowledge or authorization.
  In conclusion, ************** took it upon himself to change the terms of the payment from our standard policy of half down, balance upon job start date to half down, balance upon Completion and Acceptance. We were paid in full for this job by Mr. and *************** 11 days after completion.
  
  Thank you,
  ****

  **** Carpet and Flooring

  
  

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21215304
  
  We are rejecting this response.  ********************************* response includes statements that are not true. The split payments arrangements were done at his instruction. There was no objection from us at all to his estimate of $3,500 to correct the issues. In fact, the overall payments for this portion of the work were approx. $3,100, $400 less than his estimate. Why would we split the responsibility for a $30,000 project to save $400? We trusted **** Carpet and Flooring to correct the problems based on a 35-year track record with ********************* company. Payments were made to **** and his subcontractor, ****** & Suave Flooring, as instructed by ****.   His statements denying this brings into question ****'s financial relationship with ****************** Flooring.

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