Complaints

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• Initial Complaint

  Date:06/10/2024

  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.

  ******** Renovations LLc(********) is the General Contracting partner of Kathy Ronis Interiors, with whom we had a contract for a master bathroom re-model.Day #1 (4/8/2024) of the job, crew members of ******** taped paper, from the front door to the staircase leading to the upper floor, to protect the wood from dirt/damage. They used Scotch Blue Painters tape (Medium strength). On, or about 4/30/2024, with most of the re-model complete, they removed the protective paper. At that time, it was noted that the adhesive of the painters tape had removed the finish on the engineered wood floor - the damage consistent with everywhere the tape had been used.Upon review of the rolls of painters tape used, there was a manufactures warning not to use on wood floors, nor to keep tape adhered to any surface more than 2 weeks (it had been down 3+ weeks).Ronis/******** attempted to resolve the issue using a wood staining pen, which did little more than turn damaged area a shade of Orange. They then brought in a ********************* (SS Home Improvements) who stated the damaged floor could not be repaired to match existing. With the ground floor being open-plan and the wood floor continuously flowing to all areas, quoted that the entire ground floor would have to be sanded/stained. They quoted $5,644 I have since had additional quotes, in addition to speaking w/ another General Contractor, and the quotes are all within 5% of each other and the ** stated it is industry known that you shouldn't use Painters tape on wood (anything). We have requested ******** cover the cost for the floor sanding/staining, and we will cover the cost of having to find temporary accommodation for the 5 days the job would take. We would also cover the cost for the deep-clean needed to remove sanding residue, and painters to re-paint base-board upon completion. ******** has offered to pay $800, which coincides with the square footage they have damaged but takes no further responsibility.

  Business Response

  Date: 06/23/2024

  In response to ***************** complaint  
  
  
  Kathy Ronis Interiors, *** is committed to delivering high quality, cost effective projects on schedule and budget. 
  
  
  As ***************** stated,  the remodel began on 4-8 and on 5-3, the remodel was completed with exception of the custom shower glass installation.
  
  My business model utilizes full transparency and allows my clients the ability to make selections based on budget.  With that said, the ******* were able to capture $5725 in savings from the original estimate.   
  
  
  ***************** has refused to pay the finial balance of $3546.12 for the completed project. 
  
  
  KRI received a request for a master bath remodel from ***************************, on 1-17-24.
  1-19-24 first meeting
  1-19-24 sent build portfolio for plumbing selections
  1-19-24 shared *************** with ideas for the remodel 
  1-19-24 provided a general cost overview based on the average cost of master bath
  2-19 sent detailed estimate based on their wish list
  3-5 ******* requested meeting to go over questions etc
  3-10 ******* awarded KRI with the remodel project
  3-19 letter of agreement signed 
  3-25 met at Fergusons showroom in ***************;
  4-2 house meeting to discuss construction schedule details for the ordering of materials etc
  4-8 project begins
  
  
  As ***************** stated in his complaint, ******** renovations LLC was contracted to complete multiple components of the remodel.  On 4-8,  paper was taped down to cover and protect the flooring form the demo.  The traffic pattern from the front door to the master bath was covered with paper and taped to the flooring which included the foyer to staircase, upstairs hall, the master bedroom up to the entrance of the bathroom.  
  
  ****************** states that Scotch Blue Painters Tape medium intensity was the product used to secure the paper.  ***************** states that upon review of the rolls of tape, that there is a warning not to use on wood floor, however, there was no such packaging to review.  Also on 4-12 the Friday of the first week of the project, after the bulk of the demo work had been completed, *************************** was asked by myself and ******************* if she would like the paper to be removed.  ****** provided consent to keep paper in place.  
  
  
  
  The paper was removed on 4-25 Thursday.
  4-26 ****** brought to my attention that the floor in the foyer appeared to have some adhesive residue from the tape, when first discovered it was difficult to determine what was the source of the marring (if it was adhesive residue or the finish had degraded and lifted).  I consulted with a flooring contractor to inquire about a remedy.  The wood flooring professional recommended I try a minwax stain pen and or a stain stick as first course of action. This remedy did not correct the mars. 
  
  
  The ******* requested that a flooring specialist come and evaluate the floor and provide a detailed summary of the remedy.  May 13, SS flooring completed an evaluation of the wood floor and sent a detailed cost estimate.  I provided the ******* with the direct estimate from SS.  A few details that ***************** failed to include:  
  
  
  The ******* **** floors are actually a pre-finished hardwood that predates their purchase of the home, approximately 18 yrs without having been refinished.  ***************** also fails to mention that very early in the project he privately consulted with ******************* regarding pre-existing water damage which is in the dining room and home office under the windows.  Besides the pre-existing water damage in the dining room and the home office, there is significant sun damage, which includes fading, clouding and a milky appearance on the floors.  Another significant detail is the regular usage of a floor polish.  Floor polish, regularly used as a cleaning product, contains chemicals such as acrylics which add an artificial shine, however, over time these polishes build up and require repeat applications to keep up the shine.  This can actually decrease the life and integrity of the flooring and can cause dulling and scuffing to occur more easily.  
  
  
  We made multiple attempts for a resolution;  given the fact the the floor in question, has multiple areas with pre-existing damage, a credit to cover the cost to refinish the foyer (which is the area where the tape interacted) was offered as a viable solution. The flooring contractor listed the foyer at 110sqft at $4sqft which is $440 we offered $800.  ***************** rejected this offer and repeatly states that we are responsible for the entire cost of the floor which he lists as 5600. 
  
  
  ****************** also has neglected to mention the balance of $3546.12 which remains to be unpaid for this project.  He stated that he met with other flooring contractors, however, he has not shared any their bids with me. He also claims that an insurance adjuster also evaluated the wood floor in question, again no details provided. 
  
  
  In closing, I am a registered appraiser in *******, I politely discussed that their finish on their wood floor is beyond its life expectancy and is ready to be refinished with multiple locations that display visible deficiencies( fading, clouding, crackling of the polyurethane, as well as the water damage under the front windows in dining area and home office). Given the fact that ***************** consulted with ******************** on a remedy for the damaged flooring under the front windowsMr: ******* was fully aware of the condition of his flooring prior to the discover of the tape mars.  This appears to be a situation of ****************** neglecting what is rightly his responsibility.