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:04/08/2025

  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 3.18/24, my church paid *** **** $12,000 for installing flooring. This involved removing carpet and installing vinyl flooring. We soon discovered that some of the new flooring did not lay flat on the floor. *** said it would eventually lay flat. Some transitions came loose. Per Jims advice; we glued down with construction glue (as ***** crew had done). Some transitions still arent staying attached to the floor. A door wont close; the transition is too high. The end of one flooring piece sticks up, a crack is appearing, with a possible trip hazard; *** suggestion was to simply pull an entry rug down about a foot to cover it. We now have white residue coming up between the seams in the flooring. The store from which we purchased the flooring sent a *** to view it; he said it was the glue from the previous carpet coming up; a subfloor should have been laid first. Several groups of varying ages use the room and face the tripping hazards. In the fall/winter, we contacted *** and were told that he was out of town and had a family matter, and that he would contact us when he returned. Since we did not hear back from ***, I have tried to contact him multiple times. On 2/25, I called and left a voice mail; by 03/04, there was no response. On 03/04, I called again and heard a phone company message that said, Your call cannot be completed as dialed. Please check the number and dial again. I checked the number, called it again, and got same message. On 03/04, I sent an email to *********************** asking *** to contact me; as of 3/10, there was no contact. On 3/10, I mailed a letter to *****************************, the address found on the companys ******** page; as of 03/17, there was no response. On 03/17, I mailed a letter by certified mail to the same address; on 03/20, it was received by someone. As of today, 04/03/2025, there has been no response. Im asking *** to meet with a church team that we may address the concerns we have about the flooring.

  

  Business Response

  Date: 04/08/2025

  I originally gave them a much higher price to do floor as knowing we may have a little extra work like underlayment. Was told we cant do all that we only have 12k. We pulled carpet up that had little glue on concrete. We got click floor with pad attached to it so was told didnt need underlayment. The concrete was not flat and had a lot of imperfections in it. On my own I bought 4 bags of floor leveler on my dollar. It still was not perfect and I told them that. Yes some had a little high and low spots and would settle down in time. I fixed and repaired there roof for them also and asked for a donation note and never got it. I have installed a lot of flooring and knew this floor shape was not good, was told thats all the money they had to spend. I spent money out of my own pocket for roof and leveler and figured that was more than enough. 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1. If we had been told that the floor needed underlayment in order for the new flooring to lay flat, that there would be places where the ends of the planks would stick up at the ends, and that the glue would come through the seams, we would have paused to consider another option. We dont proceed with expensive projects that will knowingly be unsatisfactory.
  2. The donation slip will still be coming, as agreed upon, as soon as we come to a conclusion. It would have come sooner, had we been able to resolve the matter through previous contacts.
  3. Since we have no record of the conversations regarding the flooring: underlayment, glue, unevenness, etc., it appears that we are at a stalemate on this.
  4. Please address our concerns regarding the loose transitions and the door that will not close. 
  

  Regards,

  ******

   

   

  

  Business Response

  Date: 04/23/2025

  I have been there a couple times for other stuff and I dont believe they will ever be happy. This is a real old place with very uneven floors that had carpet on them so cant see under the carpet. Told them floor was not very even and may have some *** and downs on floor but hope it will settle down over time. It is a vinyl floor mid grade stuff  as far as door goes it has always closed when we were done. All pieces were glued to concrete with adhesive glue for cement. They did try and reglue one as was told. Said it didnt hold. No idea what they used. 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Our response on 04.30.2025
  
  It appears that we are on a, he said; he saidsituation.
  Re: being unhappy. We were extremely happy with the appearance of the floor to start. Our concern was after a few issues ************ not familiar with the other stuff about which we have been unhappy.
  Re: the floor being uneven. There is no more discussion on this matter; it will remain unresolved.
  Re: door not closing. The particular door to which we are referring has never closed properly since the new flooring was installed. All of the other doors are fine.
  Re: pieces glued to concrete. The thickness of the flooring kept it from being glued firmly to the concrete. It was at least partially glued to the surrounding flooring. We used regular construction glue,per Jims suggestion. Most of the transitions have stayed in place. A few loose ones have been glued repeatedly, and still dont hold.
  Lastly, in the course of our repeated attempts to contact ***, we had considered hiring him to remove the floor, put down a subfloor, and re-install the flooring (likely having to replace at least some of the planks at our expense). We will no longer consider hiring *** to do further work.
  At this point, we will consider the matter closed. It is not resolved, but there seems to be no sense in pursuing this matter further.
  A letter for donation purposes will still be sent to ***,per our verbal agreement after the floor was installed. ********** learned: get everything in writing, including any adjustments, changes, and discussions.
  We wish *** well in his future projects.
  

  Regards,

  ******