Complaints

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• Initial Complaint

  Date:10/19/2024

  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 hired Monge Remodeling for a renovation project due to water damage in March 2024, including luxury vinyl flooring install in most of the home (1820 sq ft). The bulk of the work was completed on Friday March 22nd, however a few areas were not completed until April 18th, 2024. On Sept 18th, I texted ****** ***** (owner) about the flooring "cupping" where the sides of the flooring panels start to come up. It was not until Oct 5th that he sent an employee out and was then told that ****** would have to come look at the flooring since there was moisture under the floor planks on the concrete subfloor. The following Monday ****** came out and said we would need to replace all of the flooring due to the moisture damage. At first, he said it was a foundation issue, then I would have to pay for the labor to replace everything. From asking other contractors, I found out that a vapor/moisture barrier was supposed to be put between the concrete subfloor and the LVF (also per the manufacturer guidelines) and this was not done in any part of the home. After push back about not paying additional labor, he begrudgingly agreed to replace the flooring but I would have to buy the moisture barrier supplies. When asked about what the additional cost would be, he said "I'm not sure we don't carry those". If this company does not follow the product or locally recommended best practices, I do not want them working on my home with this clear indication of negligence. On Oct 16th, he informed me that he was filing for bankruptcy and he was just trying to help me out to finish up the job they started. On Oct 18th, I called the company phone and was told by someone different that the company was only rebranding and the organization was intact. At this point, as I have no confidence that this will be fixed correctly, I would like a refund for just the cost of the flooring and quarter round, and the labor costs associated with the flooring, to be done by someone who knows how to install it.

  Business Response

  Date: 10/22/2024

  It is true that our team did not install the moisture barrier, as this was not part of the services we charged for. However, in our effort to resolve the situation, we have offered to remove the flooring and install new flooring at no cost to the customer. The only thing we ask is for her to purchase the moisture barrier. Our goal is to ensure customer satisfaction, and we are fully committed to resolving this issue in good faith. We genuinely care about our clients and strive to provide the best service possible.
  

  Customer Answer

  Date: 10/22/2024

  
  Complaint: 22440944
  
  I am rejecting this response because a moisture barrier is all but required in this area, including according to the manufacturer installation guidelines. The company representative indicated that use of a moisture barrier is not standard practice with his team. Given that this standard practice is not used by the company, I do not feel that they have the represented expertise to install accordingly.  In addition, I was asked to pay for the labor costs of the re-installation of the flooring and this was only dropped when I indicated the company's install was at odds with the manufacturer guidelines. The company representative has indicated that the company is going out of business, therefore the continued workmanship guarantee is also not there. 

  Furthermore, it is the fault of the company that this was not originally accounted for in the billing ledger as, first of all, this is a standard item to include and, secondly, the invoice line labeled "flooring supplies" did not line item each piece to be used, which the oversight is on the fault of the company.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/22/2024

  Dear ****** *******,
  
  Thank you for bringing these concerns to my attention. I understand your frustration regarding the moisture barrier and the installation process. While it is true that our team typically follows industry standards based on the specific needs of each project, we acknowledge that manufacturer guidelines are important and should be adhered to. It appears there was a miscommunication regarding the inclusion of the moisture barrier in this instance, and we take responsibility for this oversight.
  
  Regarding the labor charges for re-installation, I apologize for any confusion. We strive to be transparent with our clients, and while the costs were initially presented, we agreed to drop the charges once it was clear that the original installation did not align with the manufacturer’s guidelines.
  
  As for our business status, while we are navigating changes, I want to assure you that we remain committed to fulfilling our current obligations to our customers, including honoring workmanship guarantees for the agreed duration.
  
  Lastly, I apologize for any lack of clarity in our invoicing. Your feedback is valuable, and we will take steps to improve transparency in how we detail each line item in future projects.
  
  Please feel free to reach out if you have any further concerns.

  Customer Answer

  Date: 10/22/2024

  
  Complaint: 22440944
  
  The most recent response did not have an updated resolution to agree to. The "reorganization" of the company was told to me as a bankruptcy, which is why the company representative said they did not have the resources to fix the problem. Based on the combination of the "misunderstandings" and misleading information given directly to me, I do not feel that the original agreement for the flooring work should stand and I would prefer to receive the funds to correct the wrong. 

  Additionally, the only reason the labor costs were dropped was that I had to provide the manufacturer guidelines to the contractor to demonstrate the incorrect installation. I do not believe it is my (the consumer's) responsibility to have to research the correct steps when I am hiring a contractor for their expertise in this area. I do not feel that this expertise is fulfilled. 

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