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:11/07/2023

  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.

  My husband and I hired Dave's flooring company to remove an old laminate floor that ran through our kitchen and hallway and install a new hardwood floor to match the existing hardwood in the rest of our home. ********************* quoted us a 2-3 day project at $4,400 to remove existing and install new flooring in our 175 sqft space. We paid half of the price down to start the project. ****'s team showed up the first day and made notable progress removing the old floor and installing the new. The second day however progress came to a grinding halt. One worker was dropped off at our home to finish the sanding of the new hardwood floor. Apparently the sander broke so the work couldn't be completed, but the worker was stranded at our house for 8 hours with nothing to do. He napped in our kitchen and listened to loud videos during our workday. The third day of the project continued in the same pattern not making enough progress to complete the project as promised. We noticed the name on the work van listed "Alegria Flooring". When we confronted **** about this, he disclosed that he subcontracted our project out to another company. This was never disclosed to us at the time of signing the contract or thereafter. After 5 days of pushing Alegria Flooring and ****'s Flooring to complete our project, the floors were "complete". The level of service we received was absolutely appalling. The floors had stain drips throughout, dirt sealed into the top coat, divots sanded into the middle of the floor where they tried to "remove" stain drips, trim cut at the wrong angle and overhanging at every junction and stain all over our brand new door handle of our exterior door. **** reviewed our concerns in person and agreed that our disappointment was valid. **** agreed to take the job at a loss and waive our 2nd and final payment. This experience was uncomfortable and unprofessional. **** should have disclosed up front that our project was being contracted out instead of misleading a customer.

  Business Response

  Date: 11/08/2023

  BBB,

  The team that installed the flooring at the Senjem's works for Dave's Flooring Company.  They do have a small family business that they maintain to do work outside of what we provide them.  The team works for us while on our jobs and we are responsible for the work they do.  All the teams that work for us are 1099.  This is a standard practice for nearly every flooring company I am aware of save someone who only works for themself.  

  We do not dispute that the project didn't go as planned.  Life happens some times.  We understand that our largest issue was a communication breakdown.  The issues that remain at the project are cosmetic and we were fully planning on addressing those.  We gave shared that with the homeowners and gave them a timeline to have those addressed.  The homeowner chose to fire us from the project without letting us complete it to their satisfaction, which was our goal.  

  As compensation for not completing the project to the vision and satisfaction of the homeowner, we took a full $2200 (half of the full project) off the final bill.  This amount far exceeds the labor and materials that went into completing the project to 90%.   We feel this is more than antiquate, as a mia ****** for work left unfinished.  To be clear, we wanted to finish the job. It saddens us to put our name on subpar work and we fully intended to resolve these issues in a timely manner before the customer terminated our contract.

  Lastly, I provided the homeowner with a mechanics lean release for their records to provide them with peace of mind of not collecting the final payment for the project.  We ended up doing this work at a loss.  

  This was all communicated to the homeowner at our last meeting.  While the resolution leaves no one happy, we thought we had arrived at a final solution.

  *********************