Complaints

This profile includes complaints for Rovin's Hardwood Flooring Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rovin's Hardwood Flooring Inc. has 4 locations, listed below.

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  Rovin's Hardwood Flooring Inc.

  3221 W Irving Park Chicago, IL 60618

• 

  Rovin's Hardwood Flooring Inc.

  3221 W Irving Park Chicago, IL 60618

• 

  Rovin's Hardwood Flooring Inc.

  3221 W Irving Park Ste A Chicago, IL 60618

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  Rovin's Hardwood Flooring Inc.

  425 Deerfield Rd Deerfield, IL 60015-4418

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:03/25/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hired for refinishing floors. Damage to walls and kitchen cabinet. Damage to window sill, scratch length of sill. Floor in entryway all uneven. **** look to boards. Wood plank under front door replaced with no communication to me as to why this was needed. Wood not in darker original stain, onviously replaced. Carpet outside front door cut to replace wood plank under door. and plastic remenants just left in hallway and standing on end on carpet edge. Front door lock also accidentally nudged (??) with chip of wood missing, placed under door jamb lock frame. No idea what happened. No communication from owner ******. Owner also does not supervise his crew or visit job site. Patch job done on kitchen end cabinet damage from tape placed by crew. Lots of brush hair, dust, and dirt under sealant coating. No offer to fix. Only sand and buff. Inspector said thats nit possible, need to redo floor. Owner refused. Poor job vacuuming prior to sealant coating. Owner out of town for a week. spring break. Unable to remain out of my residence that long for extensive fixes needed. Also doubt that fixes would actually be done correctly based on previous work. Allowed in one day for fixes and no communication as to what was done. Two nails in a board in front of kitchen sink appeared after fix day. No communication to what happened that nails needed to be put in. Overall lack of communication on job start and finish, what was wrong and what the crew was fixing. Estimate of $800 to get wave out of entryway boards due to uneven sanding. May have to replace 6 boards if crew sanded down too much in wavy areas. Was not able to occupy residence for almost 5 days rather than two days i agreed to. First day crew left front door unlocked overnight Original work dates 3/17 and 3/18. Let back in 3/19 to fix floor problems. Unsuccessful fix. Left flash **** inside front door entryway

  Business Response

  Date: 03/26/2025

  Response to Complaint
  We are not surprised by this complaint and are happy to provide our side of the story.
  Its unfortunate that the customer chose to inspect the home in extreme detail after the work was completed, rather than raising concerns before or during the project. In hindsight, we wish we had conducted the same level of scrutiny when first entering the apartment. It's not uncommon for customers to point out pre-existing conditions and attribute them to our work. Based on some of the photos shared:
  The threshold in question was refinished, not replaced, as part of the agreed-upon scope.
  The minor paint stains on the wall are likely from us, as we had discussed in advance that the walls would be painted afterwards, and the customer confirmed that.
  As for the other concerns raised, we cannot confirm responsibility, and many may have been pre-existing conditions.
  We have been in business for 25 years and have never encountered so many complaints in such a small space, which we find highly unusual.
  Here is a brief overview of the project timeline:
  A two-stage refinishing project was agreed upon, and a 50% deposit was received.
  Stage 1 (bedroom and part of the dining room) was completed successfully. The customer was pleased and congratulated our team.
  Stage 2 (kitchen, entry, and living room) was also completed. However, the next evening at approximately 8:30 PM, the customer texted to say something was wrong with the floor.
  After exchanging messages for about an hour, we decided to return first thing the next morning to assess the situation.
  Upon arrival, the customer acknowledged the late texts and asked if she should apologize. We assured her there was no needwe were simply there to make things right.
  After assessing the issue, we noticed a few visible lines in front of the door that didnt meet our standards. We informed the customer that we would send our crew the next morning to sand and redo that 200 sqft section.
  However, before our team could be dispatched, we received a phone call from the customer that escalated unexpectedly, including threats of legal action. She abruptly ended the call and denied us further access to the property.
  It may or may not be related, but during an earlier conversation, the customer shared that she had lost her job the same day and also mentioned a recommendation from her doctorthough we did not delve into those personal matters.
  In conclusion:
  We were not given the opportunity to complete the touch-*** or address the remaining concerns. Given the tone and direction of the conversation, and in an effort to avoid further conflict, we made the decision not to charge the remaining 50% balance and to close the account.
  We go above and beyond to ensure our clients are happy with the results. However, we cannot tolerate aggressive behavior or threats while we are doing our best to rectify an issue. We believe our actionsespecially waiving the remaining balanceare more than fair, and the amount left unpaid should be sufficient for the customer to hire another crew to redo the small section if needed.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23112567
  
  I am rejecting this response because:
  There are several inaccuracies. I didnt know about the wavy uneven sanding in my entryway until the inspector pointed it out. So saying I knew about it and you were going to fix it is an untrue statement. You were hoping I didnt notice it. I did give you an entire day to fix any issues. You didnt communicate anything to me as to what you were fixing except to say problem spots would be buffed out. And no other trim in my apt was stained. In fact none of the trim was even removed, the old stain color still underneath. Also pointed out by inspector. Only the front door trim is different, the one that you obviously replaced. For what reason i dont know. Again no communication or transparency. Very very poor service received from this company. And i think i would know if my front door was damaged. The markings on the door were not previously there. You should really consider supervising your workers. They obviously need it!

  oh and i never threatened anyone, i said i wouldnt pay you for bad work  

  i never inspected the floors after the first day either,  i simply let the workers in and said i liked the color. And it appears the damage to my cabinet, front door trim, door jamb and carpeting happened on the second work day  

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