Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:09/19/2022
Type: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.
Complaint: 18046172
I am rejecting this response because:We consulted with Seta Hardwood Flooring from the beginning of what we were looking to do with the replacement of the aged carpet. With them being a flooring professional we did as they said to order the materials from the store and they would pick it up. The problem came with the floor not being prepared properly. ********* removed the carpet, but did not properly remove the glue that was used with the carpet. Then the installation of the new flooring was not properly installed on the slab concrete. The industry standard and also in the installation document for the flooring that was installed clearly stated that a vapor barrier must be used for this type of flooring to prevent moisture getting into the seams of each plank.
We consulted and hired them to just do the job right, and it is clear that they did not. We had two other flooring companies out to review the floor and both stated that the glue needs to be removed to prevent the squeaky sounds and the vapor barrier needs to be used to ensure the longevity of the product - and new flooring would need to be used since the current planks maybe damaged already from moisture or from the removal process.
Sincerely,
, the manufacturers instructions for the *** product used specifically indicate that 1) the cement substrate should be properly cleaned and 2) a vapor barrier is required when installing on a cement substrate. The installer refuses to reinstall the *** properly at his expense or provide a refund. We have called other installers to solicit quotations and they will not re-use the *** planks that are currently in place because they stated that the manufacturer warranty is void due to improper installation. Therefore, we are asking Seta Hardwood Flooring for a refund not only for their labor, but also for the product so that we can have a different installer do the job correctly.
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Business Response
Date: 12/05/2022
We never offer a warranty for a job were not have Supply the material!
The Customer have supply all the material and we build the job the way we have material to do the job!
If he have a complain he have to go after the people that sold the material to him!
Business Response
Date: 12/24/2022
We did use the material that he provide to us
We never offer warranty if we dont sell the material
Theres not a single problem with the floors beside hes complain
I want to know if he have some photos of the job that we did and the problems for you we cant see!
Customer Answer
Date: 12/31/2022
Complaint: 18046172
I am rejecting this response because: once again the floor was not prepared properly and method of installation was used. Seta failed to remove the glue from the carpet that they removed. They also failed to install the flooring without the required vapor barrier. We have had three companies say the same thing. Attached is one of the estimates and details to correct the problem, which requires removal of the improperly installed flooring, remove the remaining glue, put down a vapor barrier then install new flooring planks.We are looking to have the floors redone in January and will have the photos and videos of the project.
Sincerely,
***************************Business Response
Date: 01/08/2023
The customer did pay for the work that we did!
he is not happy with material that he chose!
he never did ask me the quality of the material!
he did supply all the material hes not happy with the material The Labor its perfect
because he never did hardwood floors!
Customer Answer
Date: 01/09/2023
Complaint: 18046172
I am rejecting this response because: SETA failed to do the prep of the floors properly. They removed the old carpet, but did not remove the glue - it is still there which is the main problem. Seta pickup the materials from Floor & Decor.
Sincerely,
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