Complaints

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• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A little background, we bought a home in September with intentions of renovating the kitchen prior to moving in in December as we have a newborn baby and toddler. **** was aware we wanted floor done by December 1st for this reason and when asked wbo hires installer for flooring **** kept us in the shop for over an hour on how he hires his own men so he knows who is installing the product. My husband and I trusted his word and oicked the floor and met **** hire the installer. Install was delayed and only completed Nov. 30 but we were going to make it work. When I walked into our home on December 1st I hated the floor job, it looked awful, grout was not done properly and there were huge gaps in my floor around the whole parameter of the room, around our heater, by the door, ***********. I'm no tule expert but I do know you cannot leave gaps to allow water in the tile as it will crack. They also left exposed cut tile at the transition from kitchen to next room, leaving it very sharp for my children to play on the floor and I myself cut my finger on it. I immediately called **** that day and told him I was unhappy and asked why it was like this. He brushed off my complaints and tried to tell me he "saw a picture," of the floor and it looked good. He never came to look at the job until my husband called a 2nd time on 12/4 saying we weren't happy and wanted him to look in person. He came on 12/5 and said they'd be back to fix it the end of the week or beginning of following week. He has said that every single week since then and no one came to do the job. On 12/12 I myself went into the shop again to remind him about the job and also to report that large amount of grout residue left throughout tile and I washed the floor every day on my knees and could not get it off. He again brushed off my complaint said they'd get it off and be there "next week" he said this every week, and each week we'd call or go in person to remind him and ask when he was coming. On Jan 2 my husband again said when are you coming. He said he'd "call tomorrow." But no call. So on Friday Jan 5 I reached out to another tile contractor to get opinion on job to see if it really is fixable or if **** is lying to us because we had been waiting and he never came. ********************* came on Jan 7 and said grout residue had been left on too long and job clearly needed to be redone. We spoke with **** that night reporting we wanted the job redone as we were told it likely wouldn't be fixable. He has argued with us every day since, saying he can fix it. We have 2 kids in the home, I told him I no longer trust him or his workers and cannot keep moving my kids out of the home for him to "try" remedies he can't even guarantee will work. All we asked was a refund on supplies since we already paid almost ***** for a floor that my husband and I are going to tear up ourselves and pay to have redone. He refuses to listen to us, refund us or order new supplies. We aren't even asked him for any more labor, we will rip up the floor, we just want a refund and this nightmare over. We want the floor we were promised.