Complaints

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:02/18/2023

  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.

  We had carpet installed in our half bath and laundry room and a step in the garage. The carpet looks good, but the installer left marks on our fairly recently painted walls. We brought this to the owner's attention. After quite a while (since they said they were very busy) they sent the installer out to fix the smudges with some kind of spray and a Magic Eraser. He assured us it would look better once it dried. It has been weeks and there are big black smudges on the walls he worked on. We have called the business several times and left messages for the owner. We have even stopped in and the owner is never there, nor has he returned our calls. We sugested to the business that we would hire a handyman to correct the walls and send the bill to them. Of course, they still did not respond and what handyman would want to do this with a guarantee of payment?

  Business Response

  Date: 02/22/2023

  In December *************************** came to my store looking for carpet for a small area that was damaged by a plumber. ********** said the plumber is responsible for the bill for replacement. We set an appointment and I went and measured the job and ********** stated that he would also like the landing of a ramp in the garage done as well.. I returned to my store, figured the job and gave the Fox's the total, $489.00 total to remove the old glued down carpet, move his washer and dryer, remove and re-install 45' of 1/4 rd. install 14' of stair nose on the ramp and tax. They agreed, paid for the material and we set a date for the installation. We cut the carpet for the job a couple of days before as is standard practice. A day before the installation ********** called and stated that they decided not to do this and I explained that the flooring was cut and they were obligated to take it but we certainly didn't have to install it if they didn't want to. He said ok (seemed agitated) and stated that he didn't want a re-stretch on another part of his house done (which we didn't install0 which I had suggested as a safety issue. The day of installation ********** called about 10 or so, said he couldn't wait any longer and we would have to re-schedule. We had told him it would be mid-morning and would be an all day job. We said ok, re-scheduled again and again, ********** called, stating they were sick and we would have to re-schedule again. We scheduled it, the installer went out, tore the old flooring out and discovered a small area that needed floor fill and at ************** request stain sealer applied. The installer filled the area in question, left to go to Lowes, spent $13.00 out of his pocket for the product, returned to the job, applied the product, waited for it to dry and proceeded to finish the job. The installer requested the ****** amount and ********** stated he would come to the store to settle it. A couple of days later ********** called and said there were marks on his wall. I went to his house to inspect and saw 2 small black dots about the size of a pencil eraser. ********** said look at this and with a very small faint flashlight showed an area he said we scuffed. I always carry a very high intensity light with me and upon examination I pointed out brush strokes in the paint, not a scuff at all. ********** said that's not present anywhere else until I pointed out several areas in the paint job that appeared the same. I sent the installer out there to clean up the 2 spots, he spent an hour or so on them and appeared to satisfy ********** and he collected the ****** from **********. About a week or so later ********** again called AGAIN and said he could still see them. I turned ************** info over to the installer and asked him to call and set up a time to return once again. He stated that the paint job appeared very thin and a slightly different shade towards the bottom. We know that magic erasers remove black shoe marks quite easily and said he really didn't feel that that was anything he did but he would contact him. When I told the installer the latest developments he stated he DID call **********, no answer, and ********** HAS his number and wondered why ********** didn't call him directly. In closing, I feel we have gone above and beyond what is normally expected by ANY business, we didn't charge ********** for ANY of the additional time, labor or materials to fix the hidden damage, but we will send ********** a bill for the additional work done, marked paid and a check for $50.00 so he can do this VERY minor paint touch-up. Sincerely, *****************************, ********** ****Floors, Inc.  

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  We do not wish to accept this solution until our handyman has given us an estimate on what it will take to fix the problem.  Unfortunately he has been busy and was to have come this morning, but due to a family emergency he will come on 3-9 and we will be able to respond at that time.  Thank you.

  
  Regards,
  
  *******************

  
  

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  We got the estimate from the **************.  He wants $185 to repair the areas scuffed during the carpet installation.  This includes all areas.

  
  
  Regards,
  
  *******************

  
  

  Business Response

  Date: 03/16/2023

  Having personally reviewed the purported damage to ************** home, and having been in business, both in the flooring industry as well as a general contractor for over 50 yrs. I firmly believe that our compensation was above and beyond the minor repair ********** has suggested that the installer supposedly caused.. I took pictures of what ********** suggested the installer caused, showed ********** several areas in the bath that the paint job was sub-standard (brush marks in many areas that indicated very thin paint on the walls and will certainly provide them if necessary. The $185.00 suggested by ********** seems to be to correctly paint the ENTIRE bath (3'5x5'6") when, since ********** stated that it had recently been done, he would certainly have paint left over to touch up 2 incredibly small marks, as shown in their original complaint. In closing, we bend over backwards to treat all our customers with respect, both personally as well as their homes and have a tremendous record AND following because of this attitude. 

  In closing, we have done all we are going to do regarding this complaint.

  Sincerely, 

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

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************; There were areas in the laundry room as well as the bathroom.  When the installer "fixed" the damage he caused it looked even worse when it dried.  The handyman stated that no one should use a Magic Eraser on new paint ever.  The handyman came up with the price.  We didn't.  We have not cashed his check since it said final settlement.  We waited on the handyman to get an estimate of how much it would cost to fix the damage.  He was not going to paint a whole room.  He was just going to fix the damage to the two rooms.  We would have used the $50 to pay him and the other $135 would be on us due to the damage caused by the installer.  This doesn't seem fair.  We will contact the painting contractor and see what he thinks about it.  We will let you know as soon as we hear from him.