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Business Profile

Oriental Carpet Dealers

Poppell Brothers, Inc.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/17/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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 2/28/24 I accepted a proposal from ******* Brothers Flooring, Inc, to install 752.90 sf of Bruce Springdale 3-inch engineered hardwood in a great room and sunroom. A verbal change was made decreasing the price per sf and total cost to $8,867.02. A credit card charge for $7,940.85 was made to ******* on 3/4/24. ******* installed the flooring 11-15 Mar 24. At final inspection before the installers left the home, I noticed and pointed out excessive indentations in the flooring not consistent with the product sample. The installers alerted ******* management and a ******* representative came out the following week to look at the floor. Their opinion was that was what the floor should look like. I did not agree and that same week an AHF supply representative came to my home, took pictures of the indentations and initiated a manufacturer's claim. At that time *******'s said they would accept the claim findings. An independent floor inspector from All Flooring Inspections, inspected the floor on 4/16/24. On 5/14/24 I received the claim response letter from AHF dated 5/1/24. I requested a copy of the inspector’s report and this was refused by AHF. After filing a BBB complaint against AHF, I received the independent inspector’s report from AHF counsel. The report findings indicate that the indentations were found on 85% of the floor along with several boards having side joint chips. The inspector's determination was that “The concerns are due to installation related issues” and not manufacturing. I provided ******* Brothers the AHF BBB response via email on 5/31/24 and followed up with sending the full inspector’s report on 6/5/24. Both emails requested a review and response to resolve the issues with the floor. To date, *******'s has not responded to my emails. I seek a proposal from *******'s to refund monies paid. At time of sale, they emphasize that they guarantee work 100% and seek customer satisfaction. This has not occurred in my case.

    Business Response

    Date: 07/15/2024

    I do apologize for my responding so late. Honestly, I was
    shocked and a bit confused that *** ******* had gone to the BBB about *******
    Brothers. I thought she had filed the report on AHF. All I ever heard her
    complain about were the indentions that were on the plank boards. I never was
    heard about any side joint chips. Her account of how her story went is a quite
    different than what actually happened so I would like to state it here.
    Originally *** ******* came into ******* Brothers looking for 2 different kinds
    of Bruce flooring. She was trying to match up as close as possible to what she
    had currently in her home. She decided on Bruce Springdale color butter scotch
    for her living room and Bruce Turlington for her master bedroom. She put a 50%
    deposit down on March 4, 2024, for both rooms to get new wood. Then on March 6,
    2024, she calls and wants to cancel the Bruce Turlington for her master bedroom.
    I had already ordered the wood for both rooms, but I was able to get the wood
    cancelled so we did allow the cancelation. When the flooring came in, we called
    and set up an installation start day and the men went and prepped and installed
    her floor for the next several days. When the guys got about 85% done laying
    the floor before they had left that day, she calls me complaining that there
    were indentions all over her new wood floor. I immediately went to her house and she had me get down on my hands a knee with a lamp and my flashlight to
    show me all the indentions and kept saying ******* don’t you see the indentions
    and I said yes, I see them, but I feel like they are a characteristic of the
    floor you have. My sample boards have those same indentions and the floors that
    she had down in the other rooms have these same indentions. Never once did she
    mention anything about side joint chips, nor did I see any. After leaving her
    home that afternoon I called my rep from Cain and Bultman and let him know of
    the issue my customer was having. He came to Savannah the very next day and
    both him and I went back over to her house to look at the pin drop indentions
    that *** ******* was complaining about. As soon as we got there, I asked if we
    could use her lamp like we did the previous day and *** ******* stated, “*******
    we are not going to play those games you know you see the spots”, so my rep and
    I were on the floor again using are cellphone flashlights looking for the
    indentions and she kept insisting and asking him if he saw them. My rep *****
    did not comment either way at her home or at my office that day. We did bring
    back some of the wood that was from an open box and a box that was not open and
    when we got back to the shop, we opened the brand-new unopened box, and the wood
    planks had the indentions on them. So, I do not understand how it can be *******
    Brothers fault if the indentions are already on the wood planks before we ever
    installed the flooring. We stopped installation until after the claim was filed
    and inspected. Also, if the flooring was so bad why did *** ******* still want
    us to come and finish her flooring. My guys went above and beyond to make sure
    the flooring was installed and done correctly. She made them swap out several
    pieces of shoe molding because a knot would be in the quarter round piece and
    she thought it looked to dark, in was the same wood in the rest of the room.
    First of all, in *** *******'s statement she said my
    installers called me that is not correct she called, and I went over to her home
    immediately. Second The rep for Cain and Bultman, ***** ******** came to
    Savannah the very next morning and him and I went to her house that morning. We
    inspected the floor again. After we left her house and went back to *******
    Brothers we inspected the brand-new box that had not been opened and saw
    indentions on those pieces. He said he would start a claim. He also took a few
    of those pieces of wood to have inspected. He also can tell you the flooring
    had not been completed yet. On May 17, 2024, she sent an email wanting to know
    when we were finishing. Third ******* Brothers never said they would accept the
    accept the claim findings. I would not have wasted an additional 2 to three
    days finishing her floor if I knew she was not going to be happy with the
    flooring. I truly have done everything this customer asked for. My men ended up
    taking double the time to do her installation, she made them spend half a day
    getting her furniture and new rug in place she wanted it moved and adjusted repeatedly
    until she thought it was just perfect.
    On the AHF report the way I read the report was that no
    defects were found within the grain, finish, milling or manufacture of this
    product. This is why I am so confused. *** ******* has never once stated
    anything about the side joint issue mentioned in a different report. I never
    saw this issue and I have not seen a photo showing this issue. I also asked my
    Rep if he had saw this issue and he said no. Also, If the indentions are on 85%
    of the wood planks how could they almost all be at the edges and end of the
    planks. These reports are telling 2 different stories.
    My Rep for Cain and Bultman who is the distributor for Bruce
    flooring states he is surprised that she filed the BBB report against *******
    Brothers and not AHF.
    I will attach emails proving everything I have stated. And a
    copy of the 2 different reports.
    Thank you
    ******* *******

    Customer Answer

    Date: 07/16/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejecting this response because: 1) ******* Brothers is incorrect assuming I did not submit a
    BBB complaint against AHF. I submitted the AHF complaint on 19 May 2024. I received
    AHF’s response on 31 May 2024 which stated that the indentations in the
    flooring were due to installation and that they would send me a copy of the
    independent inspector’s report stating same. It is important to note that I had
    nothing to do with the inspector’s findings. During her inspection, she did not
    indicate anything regarding what her findings would be. Her findings of splintering and others issues were a surprise to me as well but her report is what she attests to finding during her
    inspection. I ask ******* to read her full report conclusion on para V. the last
    page that indicates her finding of installation vs manufacturing.        

    2) I sent a copy of AHF’s BBB response via email to *******
    Brothers on 31 May 2024 and asked for review and comment. I received no response.

    3) On 5 June 2024, I had a phone conversation with *******
    regarding the stair nose installation. At this point, the project had been unfinished
    since 15 March and the absence of the stair nose was a safety issue. As it was when the installation was to take place, the installers discovered the stair nose was not wide enough and had to be reordered which extended installation period again. At the end
    of the 5 June phone conversation I asked if she had received my 31 May email
    and she said she did receive it and was surprised at AHF citing installation
    issues vs. manufacturing. She said she would contact the AHF supplier in
    Jacksonville (Cain and Bultman) and see what they had to say. I also informed
    her that I received the complete inspector’s report from AHF’s attorney and I
    would send it to her to review and comment. 
    I emailed the report after our conversation requesting a response that
    week. I did not receive a response from ******* regarding the full report nor any follow
    up response Cain and Bultman may have provided to them regarding any assistance they could provide to change the claim findings back to manufacturing defects.  
    4) Because I did not receive any further
    communications from ******* regarding the inspection report findings that stated installation issues, I did not know what else to do but to submit to
    the BBB, this time to ******* Brothers. Once the AHF claim letter of 1 May 2024 stated no manufacturing issue (before I received the inspector's report),
    ******* stated there was nothing further they could do. I asked AHF during the BBB complaint to revise their claim letter to include the inspector's installation findings but they declined. It appears from
    *******’s BBB response that they believe I should accept the floor deficiencies and move on. I paid a premium price for the floor and as a consumer I should
    expect a defective free floor regardless of who’s fault the independent inspector assigns to the noted deficiencies. The inspector found the floor deficiencies of indentations and other issues were due to installation. I can't change the inspector's report. If the BBB would
    approve, I request the BBB agree to provide mediation/arbitration between myself
    and ******* Brothers in order to come to some reasonable compromise and resolution.


    Regards,


    ****** *******






    Business Response

    Date: 07/22/2024

    ******* Flooring rejects *** *******'s request to receive compensation for her wood flooring that we installed. We installed *** *******'s flooring correctly; we went above and beyond giving her the most professional installation job. We ended up installing her flooring taking more than double the amount of time than we had originally planned for, and this was all because of *** *******'s request for extra things to be done. The reasons for this were her built in entertainment center had a piece on the bottom fall backwards because it was a rotten piece of wood that was just leaning in not attached, and we fixed it with a new piece of wood that we painted and put back in place. The piece of furniture was barely touched and this happened, *** ******* spent over 4 hours having my men move a rug and furniture repeatedly until she finally agreed that everything was back in place just the way she wanted, she was very ****ant on the shoe molding in a certain section that it was too dark even though that same stain had been used everywhere else in the room and if we used a different color, it would not have matched.

    *** ******* said by not having the stair nose that it was a trip hazard. If she ever thought that we easily could have put her original one down while we waited on the special ordered one to come in. Never once was that questioned or asked. The purpose of a stair nose is to give a finished look on a step down. We have been in business for 60 years and we would never leave a job that would put someone in danger. Originally when I went out to *** *******'s home, I noticed how her stair nose that she currently had down looked beat up. So, when I was ordering her new flooring, I also ordered her a new stair nose. However, the stair nose that initially came in did not have the same depth that the one previously installed had. If I had used the initial stair nose that came in it would have left a gap between the flooring and the new stair nose. Either she did not have a Bruce stair nose or Bruce changed the specs of the stair nose since her original flooring was installed. At no cost to *** ******, I special ordered her a new stair nose with a deep enough lip so there would be no gap. This is not something I could have foreseen only when we pulled up the stair nose and went to replace it, was it noticed, and this was the last part of the job. If she was not happy with the way the flooring looked, why did she ask for us to come back and complete the installation. From the very beginning of working with *** ****** she kept asking for cheaper price.

    ******* Brothers has done everything correct, my rep agreed that the indentions were not from any installation issue and that is the way we received the material. Not one photo showed any edging that was broken. You can look at home depot's website and the photos of Bruce flooring show indentions and my samples have indentions on them that she looked at to pick her flooring from. I am at an absolute loss as to why AHF is saying it is an installation issue. 

    Customer Answer

    Date: 07/23/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejecting this response because:

    ******* Brothers does not address (other than to disagree) the findings of the independent flooring inspectors report.  This report is from a professional flooring inspector and what they found as a result of their inspection in the consumer's home.  The inspector did take their own photographs during the inspection, however, they were not attached or included as a part of the report provided by AHF.  I believe that the independent inspector's report is a legal document (received from AHF's attorney) and a record that is contained in the AHF claim, therefore, it should be respected and taken seriously. AHF arrived at their claim decision based on the inspector's report. The inspector's report found that the indentations on the floor are present but not supposed to be there as part of manufacturing.  The floor sample and from AHF's own website indicate the Springdale engineered hardwood as having a traditional finish, not a distressed finish. Although ******* Brothers and the AHF representative from Cain and Bultman in Jacksonville, have an opinion and may disagree with the inspector's report, those opinions did not materialize into actionable efforts to further pursue a discussion with AHF management to request a change, a relook, or even a reinspection of the findings. If ******* Brothers disagreed with AHF and the inspector, they have had the inspector's report since 5 Jun 2024 and ample opportunities to engage with AHF, or have AHF engage with the inspector regarding the findings in an actionable way that would offer help to the consumer or further provide information to ******* Brothers on its findings regarding installation. It appears from *******'s responses, that there may appear to exhibit a level of animosity toward the consumer, but I hope that is not true.  I am still hopeful and open that some compromise can be reached with ******* Brothers if they are willing to respond and provide a proposal that could help to resolve the complaint.  

     


    Regards,


    ****** *******






    Customer Answer

    Date: 08/14/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejecting this response because:

    1) The Full and Final Release letter attached to this complaint is from AHF, LLC dba AHF Products, and not from ******* Brothers Inc, the company to whom the BBB claim was submitted.  Why is AHF submitting this document when the BBB complaint was submitted against ******* Brothers?  This is confusing.  I previously submitted a BBB complaint against AHF and that BBB complaint has been closed.  This complaint involves ******* Brothers Inc individually because they are the installer and are specifically outlined in the Independent Flooring Inspectors report as being the reason for the floor deficiencies.  AHF has no authority to enter into this BBB complaint.  Furthermore, how does AHF have the authority to offer a payment to the consumer when the work proposal and all payments have been made to ******* Brothers? ******* Brothers could have proposed the $926.17 themselves without this document. The amount frankly is an insult when I have to live with a floor that has been found to have deficiencies and the deficiencies negatively affect the resale of the home.  The manufacturer and *******'s had an option to propose to install a new floor but have chosen not to and this has resulted in me paying a premium price for a floor that has been found to have deficiencies.

    2) As shown in all previous responses from ******* Brothers Inc., the company has refused to address the findings of the Independent Flooring Inspector (other than to disagree with it) and this document remains a part of an official and legal insurance claim and by which AHF has used in their final claim determination. 

    3) The Full and Final Release document states not to disclose the facts of the settlement or disparage Releasees.  ******* Brothers in all previous BBB responses has disparaged me the consumer/customer and they have outlined items in their responses that have nothing to do with the issue outlined in the complaint and as found and outlined in the Independent Flooring Inspectors report.  Any work their workers undertook as part of this project was clearly stated by the workers as performed within the scope of work and what they have done in similar circumstances with other customers. Yet I am disparaged in their BBB responses.  In addition, any work delay was as a result of the work performed that was found to contain deficiencies not that I wanted to have an incomplete floor for so many months.

    3) I decline to sign the Full and Final Release document and intend to explore other options that may be open to me such as contacting the Georgia State Dept of Consumer Protection and other legal options.   The floor in the great room and adjoining sunroom are the main focal points of the home. I paid a premium price for a floor that has been found to contain deficiencies and this impacts the future sale of the home.  The indentations in the flooring are present and this decreases the floor and home value.  I requested earlier that the BBB consider arbitration or mediation between the parties and I have seen no response to this request.  That request still stands if the BBB is willing to do so.

    Regards,


    ****** *******






    Business Response

    Date: 08/21/2024

    Dear *** *******,

     

     Thank you for your continued correspondence. I’d like to clarify and address the concerns you’ve raised in relation to the flooring installation and the parties involved.

     

     1.      Involvement of AHF, Armstrong Flooring Inc., Armstrong World Industries, and Cain & Bultman: The reason AHF, Armstrong Flooring Inc., Armstrong World Industries, and Cain & Bultman are included in the Full and Final Release is because they are the suppliers from whom ******* Brothers purchased the flooring material for your installation. Their involvement is standard practice when there is a dispute related to the materials provided, which was what your initial claim to me was about. Also ******* Brothers has never had the kind of issues that you are having cuasing you to be upset with your flooring purchase, so I reached out to them asking how to best right a release letter and what I sent was what they recommended. ******* brothers is the company offering you, to write off your balance.

     

     2.     Disagreement with the Inspector’s Report: We respectfully disagree with the conclusions of the Independent Flooring Inspector.The report states that indentations are visible from a standing position; however, in our experience at your house, these indentations were only noticeable when we were on the floor with flashlights. Also, the indentions were only noticeable under said light when held at various angles. As stated multiple times, we believe these indentions are a characteristic of this floor. Furthermore, the indentations in question were present on the sample boards you reviewed and selected prior to installation, indicating that they are a characteristic of the product itself, not a result of improper installation. Lastly, the indentations you were concerned about were present before the flooring was even removed from its packaging. This was observed by our representative, confirming that the indentations are inherent to the product and not caused by the installation process. As for the side joint chips, neither I nor my representative noticed any sign of side joint chips. In the report that I was given it did have photos and not one photo showed a single side joint chip. The installation of the flooring that we put down looks excellent.

     

     3.      Project Delays: Any delays in completing your flooring project were due to necessary procedures, including waiting for a response on the claim and ordering a stair nose. It was unforeseeable that the stair nose we originally ordered would not fit properly, which required us to place a new order. Without pulling up your original stair nose it was impossible to know the underside depth of what you originally had. Once this issue was found I immediately searched and found a stair nose that would work correctly at no additional charge to you. Additionally, if you were dissatisfied with the flooring, we are unclear why you requested us to complete the installation.

     

     4.      Arbitration and Resolution:While we understand your request for arbitration, we believe that the discount we have offered is fair and more than sufficient. ******* Brothers has performed the installation according to industry standards and has done nothing wrong in this regard. Additionally, you have mentioned that the flooring has decreased the value of your home, yet previously you expressed that you were surprised regarding the side joint chips that were mentioned in your independent inspection report. Finally, due to the indentations being a part of the floor, we are unsure what your claim fully addresses; we have offered to pay the balance as a form of customer satisfaction, not due to a faulty installation.

     

     We hope this response provides clarification and addresses your concerns. We remain committed to resolving this matter fairly and hope that you will reconsider our offer.

     

     Sincerely,

     

    ******* *******

    Customer Answer

    Date: 08/24/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejecting this response because:

    1) ******* Brothers in this and other responses have failed
    to adequately address the claim findings about my flooring that was installed in my home
    and the issues found with it, other than to disagree with the findings. If they were to put themselves in my shoes and
    given the information I have received from AHF what would they do if they were
    the consumer? What I did, was to go back to the company I hired to help resolve
    the issues with the floor.  I got no
    response to my email inquiries I sent to ******* Brothers on 31 May and 5 June 2024. As stated previously, I have paid an expensive
    price for a floor that has been found to have deficiencies by an inspector,
    regardless of where the deficiencies may have come from (and completely out of
    my control as a customer).  First, the
    flooring that I paid for was much more expensive vs. the same flooring offered by
    Home Depot ($4.29 per sq ft (HD) vs $6.11 per sq ft (*******’s).  I agreed to the higher purchase price because
    I believed that ******* Brothers would be the best option because they guaranteed
    the work. The floor sample and the AHF website indicate the flooring I selected is supposed
    to be a traditional finish not distressed. I have put Bruce flooring in my home for 24 years and have selected traditional finishes and none of the
    Bruce flooring contained in my home have distressed indentations like the ones found in this project. The independent flooring inspector’s findings
    found that the indentations were not supposed to be there.  They stated that the indentations are not standard to manufacturing
    and are random in size and found in random locations all over the floor. Saying
    that the indentations are supposed to be there is not the official AHF nor the inspector’s
    findings.  The inspector’s report is
    still the official document in the insurance claim and AHF has
    not rescinded or revised their claim findings letter.  If AHF agrees with ******* Brothers, why didn’t
    they revise their official findings? I am only the consumer, and I had hoped
    that ******* Brothers would have put themselves in my shoes to see things from
    my perspective as I now have a floor that has been reported to have
    deficiencies regardless of where or how they originated.  AHF in their 31 May 2024 BBB response agreed with
    the professional independent flooring inspector and her findings.  They closed the insurance claim using this
    information. They have not revised their claim findings.
     I would have hoped that ******* Brothers
    would have fought for me after receiving the inspector’s report and to also conclude
    that paying what I have to date for the floor would not be a fair practice to me regardless of their
    opinions.  As the consumer, I am caught in
    the middle of AHF saying the issue is with the installer and the installer
    denying it can be them and that is how the floor should look.  This only leaves me with a deficient floor with
    indentations that is costing me $7,940.85 to show for it.

    2)  When the
    work was ordered, I was supposed to pay 50% of the invoice up front.  I wrote the $7,940.85 deposit as that deposit money included the work for
    the bedroom.  When the bedroom flooring
    was able to be cancelled, which was done without financial penalty to anyone, I
    should have received 50% of the $7,940.85 deposit money back which would have
    been $4,433.51.  I didn’t say anything
    because in good faith I believed everything would be OK with the floor work and
    when finished I would pay the balance.  I
    appreciate the offer to write off the invoice balance of$926.17 but in light of the deficiencies the floor has, I don’t believe that is a fair proposal.
    In addition, I cannot sign the Full and
    Final Release Form that would give away my rights as a consumer. The businesses
    listed in the release are large businesses. 
    All the form does is to list all of the things that I must agree to or relinquish
    but lists nothing of what the businesses will do in return for the consumer
    other than to write off a balance where what has been paid to date is already a
    large and significant amount of money.  The
    $7,940.85 may not seem like a large amount of money to these large businesses but
    it is a considerable sum for me. At the end of all this, I
    still have a floor that has been verified to contain deficiencies cited as not normal by an independent inspector.  I believe that ******* Brothers and AHF could
    have done better and should do better than to have the consumer bear all of the
    burden under these circumstances.


    3) I don’t know what else BBB would like to do
    regarding this complaint going forward.  The business does not want to resolve the complaint
    without, a) leaving things the way they
    are by retaining all of the $7,940.85 I paid for the floor that is found to contain
    deficiencies, and b) wanting me to relinquish my consumer protections in a Release Form that only protects the large businesses listed. 
    For these reasons and those previously stated, I reject the latest response
    to this complaint.


    Regards,


    ****** *******






    Customer Answer

    Date: 09/04/2024

    [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]


    Better Business Bureau:


    I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

    The document indicates that I am to pay the *** arbitration fee within 10 days but no address is provided to mail the check to.  Please advise if this has to be done by mail or if online payment is available.


    Sincerely,


    ****** *******

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