Complaints

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• Initial Complaint

  Date:10/24/2022

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:  This company was notified via phonecall to ******* (the owner) 3 months after installation of the flooring issues.  Due to the Covid outbreak, we decided not to pursue fixing it until more was determined about this disease because we are a high risk family.  This floor was never "mopped" with anything but a swiffer which is what ******* had recommended that we use so I went out and bought one specifically for this type of floor.  We do have wood flooring in several other rooms that we've had for 20 years and never had an issue so we're experienced with taking care of a wood floor.  Furthermore, per the attachment from the flooring box, this floor is supposed to be waterproof so if mopping was done, it shouldn't have impacted it, even though it was not mopped.  There was never anyone scheduled to come here to inspect the floor, much less that actually showed up here and  i wouldn't let them in so that's a falsehood.  After several weeks of delays to get their insurance adjuster to come here in which I had to take time off of work to be available when he did finally arrive, the adjuster stated the glue was bad.  A week or so after that when I requested compensation, this company decided to get another person to come inpect the floor but scheduling was complicated because he could only do certain mornings and due to my work, I cannot be available  whenever it's convenient for them.  Bottom line, this company is just trying to pull in friends of theirs to pass blame onto the customer for their negligence.  We have had 2 people fall on our floor due to these defects so this claim could get quite exstensive if not taken care of soon and we do not want those claims on our insurance.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******ned that the glue they used was bad. The company still balked for a couple months, then they decided they want to bring more inspectors out to examine the floor, they're doing nothing but wasting our time. This is a serious tripping hazard and we have had 2 serious falls occur by people that don't live here and we're really concerned about a lawsuit against us from outsiders being injured as well as our own safety. Our house is only 20 years in old, perfectly square so it was an easy job, and we pride ourself in maintaining a beautiful, well kept place. We have lost all faith and trust in this company and we no longer want them in our home. We would like a full refund and we'll get our floor replaced by a more reputable business.

  Business Response

  Date: 11/10/2022

  Through discussions with the owner, it was learned that she used water to mop the floor.  This flooring should not be mopped.  When we had an inspector from the mill come to assess the floor, she would not allow him in. It was a year and 9 months before she had any problems.  If it was an installation problem, it would have presented itself anywhere from two weeks to two months after installation.