Complaints

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• Initial Complaint

  Date:06/18/2025

  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.

  I have my floors refinished on March 18th, 2025. I contacted Floor Coverings with an issue that in one small area, there was water on the floor, that discolored my floor. I contacted ****** and he did come out, and then I showed him another area that, was done by them, to refix. He said that he needs to charge me for that small area because he has mouths to feed. I spent $6,000 and within a month because of a small amount of water, it damaged the floor, that shouldn't of happened, he will not return calls, emails, and has no intention on coming to fix the problem. I spend a lot of money on this and the decent thing to do is just come out and fix the problem, it will take him 10 minutes. This is sad I will never refer him or his company to anyone because he will not fix the problem...

  

  Business Response

  Date: 06/18/2025

  Hi **********,

  I will reiterate the message from 5 days ago, that I am working to help you out to fix your situation. We manage between 4-5 projects at a time and have hired staff to keep up with the demand. However for the readers, I do also want to reiterate that the damage you are demanding we remedy was caused by hot water from an iron that you dropped on your floor. This was NOT caused by our team, but I am nonetheless committed to helping remedy the problem.

  It is false that I have not responded to your messages, and the attached email is evidence and proof.

  It is false that a small amount of water damaged your floor, it was hot water from an iron that you spilled on your floor from neglect. Hardwood will be damaged from excessive temperature and excessive water. If you have a flood or spill bleach or leave a hot iron on your floor, this is beyond our liability.

  It is also false that I agreed not to help, with the above email from 5 days ago as proof, just give me time to set it up. The area in question needs to be re-quoted to sand, it is not a quick 10 minute fix.

  It is also false that any of the damage in question is due to our installation.

  Please read the email I have sent to you, and allow me the opportunity to organize a solution. We have a warranty due to installation but not what you do to the floor afterwards.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23484601
  
  I am rejecting this response because:
  you are lying that I dropped a Hot Iron on the floor.   I was ironing and water did get on the floor so are you telling me if any water gets on the floor this will happen?   Sorry for the short time I had the floors redone, and this to happen is unacceptable also the mistake your men made with the 3 lines that need to be redone   You wouldnt answer.  I repeatedly sent you 3 emails asking when can you come   No reply.   I told the truth that I was ironing and you assumed I dropped a hot iron on the floor, if that was the case the dropped iron would of chipped out the wood.

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

  

  Business Response

  Date: 06/29/2025

  **********,

  You had mentioned to me that water from your iron had been leaking on the floor. If you see in the photos, this is evidence of a burn **** in a conspicuous shape. Nonetheless, hot water has dropped down and burned your floor. We're happy to come out and address this, but this is not at the fault of our team. A floor finish is supposed to protect the floor from general wear and tear, not from exceptionally hot elements being applied to the finish. The viewers will see this is a clear burn ****.