Complaints

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• Initial Complaint

  Date:11/02/2024

  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.

  On August 19th, my condo sustained water damage to the bathroom and the hardwood floors adjacent to the bathroom. My insurance company is ************** (LM), and the adjusters name is ******* ******. Mitigation and abatement were required, before repairs could start, and the repair work began in early October. ** prepared the estimates for mitigation, abatement and repair, and I used those estimates as guidance throughout the repair process, and as needed I would provide the estimates to repair organizations. ** often works with ********* to prepare estimates for flooring, and through ********* I was contacted by a subsidiary, Floor Coverings International (FCI), specifically, **** ********, Principle at ***. I met **** at the condo in Early October, and he assessed the damage to the different flooring, and showed me options for the bathroom flooring. On Oct 10th, **** emailed me and asked if I had the LM estimate for replacing the bathroom floor. I sent him the estimate, which was for $520. Although he said they didn't provide enough funding, he didn't try to negotiate with LM, nor did he offer another cost, instead his email reply said he would make it work. So, at no time in advance of installing the flooring did **** provide a different estimate of *** cost, either in email, text or written form. On Oct 14th I met with **** at the condo in advance of replacing the bathroom flooring, and he stated that ************** had asked him to collect the $1,000 deductible from the insurance policy, and that money would be applied to the cost of repairing the hardwood flooring, but after when I contacted LM, I learned that no one from ****************** EVER spoke with the adjuster. On Oct 15th, the *** agent replaced the bathroom floor, and despite my having prepped the floor in advance of his arrival, the work was poor quality and the agent wasnt there for more than 90 minutes. The bathroom floor is 26 square feet, and the new flooring is floating.

  

  Business Response

  Date: 02/11/2025

  I can provide you with email correspondence between myself and **** and myself and TradePRO. ******** is the company that deals with the Insurance companies directly. I never speak to the agents and i told **** that.
  I only met *** **** once back on September 9th at my initial inspection of the property. **** was there at the meeting. After the first interaction with Miss **** everything that had to do with the job was relayed through **** ******* **** and I had spoken numerous times leading up to the October 20th email. On October 17th i received an email from ******** stating that i would be collecting all monies from *** ***** I was told all the monies from ******* were being sent directly from Liberty to Miss ****, which is generally not the normal. Normally the ***************** would issue the monies to ******** for them to issue out the money to my company. I informed **** of the email I received when i spoke to him on the morning of October 18th and he said "no problem I will look into it and get back to you". I never spoke to him the rest of the day. ( I was on vacation for the weekend and we left just before 1pm.) On Sunday 10/20 i received a not so nice email from **** stating that I said i spoke to the Agent and basically calling me a liar. I replied with an email informing him of our conversation and that i never said i spoke to the agent and that ******* informed me. He replied with another email stating that i didnt remember the conversation and accused me of speaking to him 2 times on 10/18 when i only spoke to him once in the morning. He got very snippy and canceled the job. I told him i would speak to TradePro and they would determine how to proceed with canceling the job. On 9/19/24 the adjuster approved the estimate of repairs. In the email from ******** it states $1000 deductible to be collected. I always collect the deductible prior to any work and or material is ordered. ******** said that is up to each provider on when they want to collect the deductible.
  The insurance company approved a certain amount of money that was issued out for the flooring purpose. I informed **** that i would work with them on the price due to the fact that the insurance company under priced the bathroom and overpriced the wood floors. So i would help them so that *** wouldn't have to come up with any extra money out of pocket. When everything went south he was basically accusing me of stealing and neglected to admit the conversation that was had amongst us.
  
  I returned the funds to him as soon as it was determined amongst TradePRO and **** the refund that *** **** was due. The amount of money that was refunded to *** **** was mailed on 11/13/24 in the amount of $1255.61. i have a copy of the check if you would like a copy.
  
  I am sure i am missing some information on this that you may be looking for. let me know if you have any questions and would like me to forward any and all correspondence between all parties involved.