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:04/18/2023

  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.

  Santos Flooring provided an estimate. My insurance company demanded a clearer itemized list for the high expense/cost of the estimate. (Fix a sinking kitchen floor and repair wood from water damage under the sink.) Insurance company denied the quote, providing an amount over four times less. *****, with Santos Flooring, did not like the offer but agreed to complete the work.
  
  He insisted on knowing how much the insurance company provided, which I was hesitant to tell him. I just wanted a quote for the needed work. I provided a down payment. My deadline was not met. His company did not come out at the requested time. ***** INSISTED on my leaving a house key with him. His team consisted of himself, a female, and a child, my neighbors reported.
  
  The first half of the job was done very well. ***** did not measure accurately, so my refrigerator no longer fit. He had to make an adjustment, which was his fault. He should have measured. Then, he said he needed to leave town and asked if I could make a final payment before the other half of the job was completed. (He refused to send a photo of the second half of the job. He refused because the second half was not completed at all.) I said NO. (Who pays an entire amount before the job is done?) Finally, The other job was completed poorly, spray painting over rotten work, only spray painting HALF of the job, and leaving the empty spray can underneath the kitchen sink. As I type, he is asking for a final payment. I told him that I need to deduct the amount by an amount that I am going to need to hire someone else to do the job. He doesn't seem to care, he keeps asking "When can you pay? Can you pay now? Can you pay before the day is over? etc.") He is not standing by his work at all. Doesn't care!

  Business Response

  Date: 05/12/2023

  Hello, this is ***** Santos with Santo’s Flooring. This is regarding a complaint that was made on 04/17/2023 ID ******** with my client ****** *****. My client ****** stated that the job we preformed was incomplete, as of our end we completed the job on April 13th, 2023. We care about our job and our clients needs. ****** didn’t express her concerns about the Job the was done when we asked if she was happy with the job that was done. We work around resolving any situation when a client isn’t satisfied with a job. We made sure to ask ****** if she was satisfied with the job and she confirmed that she was. Miss ****** also mentioned that the refrigerator no longer fit in the designated spot that it was placed, we mentioned to ****** that the tile she choose would lift 1/3 inch higher than where it was preexisiting, she proceeded to agree on the tile being placed but we suggested a different material (LBT vinyl) due to it being more durable and avoiding the lifting due to the LBT not being as thick as the tile she chose.  Our client ****** also mentioned that we did not come out on a requested time. ****** requested late evenings and Holidays for us to complete the job but I notified ****** that due to holidays and safety reasons our employee’s don’t work late evenings. ****** and I later agreed on a time that my team was able to go to her house to complete the job, she made it cleared she wanted someone present during the job being completed. Later April 17, the job was completed, we purchased the wood and ***** (mold barrier) at the **** ***** near ******’s home. We give quality product to our clients. I then requested ****** for payment due to her being late on her first down payment, once we completed the job ****** refused to answer call/text messages and was refusing to pay.