Complaints

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• Initial Complaint

  Date:01/08/2023

  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.

  We hired Kwik Dry LLC to install the new LVP flooring, which included removal of old flooring and prep of the subfloor. The owner/team made multiple attempts without success. Besides not preparing a solid, flat subfloor, inadequate expansion space, the wrong type of fasteners used on the Luan plywood, they cut a groove in the hearth brick too high for the LVP to slide into, and damaged several door jams and door casings that now must be replaced. Also, the family room floor has buckled, and the hallway has come apart completely. Seventy-percent of the family room, 80 percent of the entry and kitchen and 100 percent of the hallway has been compromised because of being removed and reinstalled multiple times.

  Business Response

  Date: 01/31/2023

  There were several aspects of it.  First of all, we weren't involving in purchasing the flooring.  The first company she hired advised her on the flooring purchase.  If we were, we would have told her she had a severe flooring problem which we didn't know.  She called us and we typically don't install regular flooring, we only handle insurance claims.  I referred her to another contractor.  The other contractor wanted us to do the demo.  We completed the tear out and told her we could probably install it because the other contractor couldn't do it.  When we first talked to her about the demo and referred her to the other contractor, we told her it would be best to put down new plywood all over.  We should have realized how bad the floor was.  When we tore out the tile, the floor was very moist from underneath the house.  After the first installation, she told us she had foundation issues.  Another company had jacked up her house and they messed it up.  We did install it and the other contractor said she shouldn't have purchased that flooring.  We purchased more flooring for her and we didn't charge her for it.  We have tried everything to fix it at no charge.  She needs to tear it all out and get new plywood.  She was in a hurry to get the job done.  If she would replace the plywood, we would install the flooring.  She was frustrated with us and decided to go with another company.   

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  I am rejecting this response because:
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  Here are pictures.
  

  Kwik Dry Restoration & Remodeling was recommended to us by a contractor who did work in our home. We contacted Kwik Dry Restoration & Remodeling, and the owner claimed that they had done "hundreds" of flooring installations. Our existing flooring consisted of carpet in family room, Congoleum in entry, kitchen and laundry room, and ceramic tile in hallway. Kwik Dry Restoration & Remodeling sent their subcontractor (******, LLC) to our home to measure square footage. Kwik Dry Restoration & Remodeling quoted the project on July 22, 2022. The project was scheduled for the week of September 26, 2022, with Kwik Dry Restoration & Remodeling and their subcontractor. We took delivery of the LVP in January 2022, so obviously we were not “in a hurry to get the job done”. On the afternoon of September 26, 2022, Kwik Dry Restoration & Remodeling sent out their crew to remove the old flooring. The Kwik Dry Restoration & Remodeling Project Manager recommended removing the ceramic tile in the hallway, but leaving the cement board, and then using self-leveling compound on top of the cement board. Next, place ¼ inch Luan plywood in the family room, and cut a groove in the fireplace hearth brick for the LVP to slide into for a “clean look”. The owner of Kwik Dry Restoration & Remodeling then contacted us that his subcontractor was not available, but he could send one of his employees who had "years of experience". The LVP was installed throughout the house, as planned (1st install), but the hallway was not flat and smooth which caused the LVP to make popping noises, because it had not been properly supported. The team leader said that the hallway needed the LVP, self-leveling compound and cement board removed, and ¼ inch Luan plywood installed for a flat and smooth surface, which they completed. After completing this process, and installing the LVP (2nd install), the flooring was still popping and did not feel solid. After a couple of weeks, we contacted the owner of Kwik Dry Restoration & Remodeling to visit and look at the flooring in the hallway and kitchen, because several of the plank ends had come loose and were lifting. The owner of Kwik Dry Restoration & Remodeling visited, and said that he would send out one of his flooring “specialists” to inspect under the house. The two installers and the flooring specialist made their inspection, but did not say anything about moisture. On the contrary, they stated that it was “dry and no moisture was present”. For them to continue, they needed to remove the hallway LVP again to secure the subfloor to the floor joists, and then attach the Luan plywood to the subfloor. This procedure still did not make the surface flat, so they then used self-leveling compound in an attempt to fill in the low places. The LVP was then installed (3rd install), but the floor was still not flat enough to properly support the LVP. The installer told us that perhaps the LVP was faulty, because he was having so much trouble getting the LVP to stay snapped together. During this time, we pointed out that there were several planks with chipped corners in the family room, entry, and kitchen. There were two high spots, and two lifted LVP ends in the family room. In order to address these problems in the family room, it was necessary to remove approximately 70 percent of the LVP. One of the high spots was caused by an offcut of a LVP that was under the LVP, and had not been picked up. The second high spot was caused by a broken-off corner of a LVP that had not been noticed or picked up. It was also necessary to replace the LVPs with the ends that had lifted. (2nd and 3rd install). In the entry and the kitchen, it was necessary to remove approximately 80 percent of the LVP to replace those with broken corners and lifted ends. I contacted *********, the flooring vendor that we purchased the flooring from. They sent the ***** manufacturer representative (*** ********* ***) to inspect the product installation, and provide a report. The owner of Kwik Dry Restoration & Remodeling also sent out his subcontractor (******, LLC), who was originally going to do the installation, for his evaluation and to provide a report. Please see attached documents for those two reports. So to recap, 70 percent of the family room, 80 percent the entry and kitchen, and 100 percent of the hallway LVPs have been installed and reinstalled multiple times. During this project, Kwik Dry Restoration & Remodeling wrongly cut the groove in fireplace hearth brick too high and not straight; the door jambs and door casings were incorrectly cut at various heights, because the wrong tool was used; the required ¼ inch expansion space around all walls was not provided per manufacturer’s installation instructions, please see attached pictures; and the ¼ inch Luan plywood and self-leveling compound failed to provide a flat and smooth surface as required for proper installation of LVP. We relied completely on Kwik Dry Restoration & Remodeling Project Manager’s recommendations during the demolition of the old flooring. Had the Kwik Dry Restoration & Remodeling Project Manager preformed an evaluation of our project in the beginning, he would have realized that LVP was not the best option for our home, and we could have returned it, and purchased the flooring he recommended. To restate our position, we want Kwik Dry Restoration and Remodeling to reimburse us for the flooring and the labor because this project has been a total loss for us. Our loss also includes the 11 door jambs and door casings that were haphazardly cut off. Lastly, we have the 4 ½ boxes of LVP that Kwik Dry Restoration & Remodeling purchased that have not been used. *** * ***** ********
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/08/2023

  I will admit that this project had several problems, that in a perfect world should have been discussed before the project began.

  1. We were not involved in helping the homeowner pick out the flooring. Another contractor was and they fired him and hired someone else to tear his work out and re do it. 

  2. We were contacted by the homeowner months after they purchased their flooring. And they wanted us to install their floor and we told them that we normally don't install flooring unless the insurance is paying, because the insurance will pay us to make it perfect.

  3. We referred the homeowner to another contractor that met with them and gave them a price. He wanted us to demo it. We told the homeowner it would be best to install new plywood throughout the whole hose. They did not want to spend the money on it.

  4. The other contractor was scheduled for the job but could not get to it for two weeks.

  5. The homeowner did not want to wait and asked us to do it. we should have reevaluated the project but did not. If we would have reevaluated we would have realized how bad the original sub-floor was. And at that point we should have insisted that new plywood should be installed.

  6. We told the homeowner that we could remove all the floor and if they purchased the plywood we could 'make the original sub-floor perfect" like we do when the insurance pays.

  7. The homeowner decided not to use us and they hired the contractor that we had referred and he told them that the type of floor that they picked out was the wrong floor so they ordered new flooring.

  8. The sales rep, from the store that was purchased said "the floor was fine after the plywood would be installed.

  9. We tried several times to fix the flooring at no charge and realized the only re-coarce was to install new plywood.

  10. kwik Dry can not be held responsible for the flooring that they purchased and now feel is not the right flooring.
  

  Customer Answer

  Date: 02/10/2023

  February 10, 2023

  Before beginning the project, Kwik Dry Restoration and Remodeling sent out their subcontractor ******, LLC, to measure our square footage. Kwik Dry Restoration and Remodeling then quoted this project.

  After Kwik Dry Restoration and Remodeling had removed our old flooring, we were notified that the Kwik Dry Restoration and Remodeling subcontractor (******, LLC) would not be available; however, Kwik Dry Restoration and Remodeling stated that they had employees who could do the work. Another quote was then offered by the Project Manager, who was on site that day, to complete the project.

  Kwik Dry Restoration and Remodeling has failed to adequately install LVP in our home as they proposed to do. The hallway work included, 1^st attempt: self-leveling compound over the cement board; 2^nd attempt: remove the self-leveling compound and cement board, and install plywood; 3^rd attempt: apply self-leveling compound over the plywood. None of the attempts were successful in providing a flat hallway floor. We had done as Kwik Dry Restoration and Remodeling recommended; money was never an issue. We have since become aware that the floor should have been flattened before installing the plywood. This is what caused the multiple failures.

  As stated in our February 6^th rebuttal, the same problems still exist in the rest of our home. After having allowed them several failed attempts to complete the installation of our flooring, and damaging our door jambs and door casings, why would we continue working with Kwik Dry Restoration and Remodeling?

  A major portion of the LVP will not be salvageable after another removal to start over. There are chipped corners and ends lifting due to improper installation as outlined in the manufacture’s report, submitted with the February 6^th rebuttal.

  Kwik Dry Restoration and Remodeling has admitted to the failure of this project in their last rebuttal. We want Kwik Dry Restoration and Remodeling to reimburse us $3,369.50, for the labor cost, $2,827.26 for material cost, and $1,500 to replace the damaged door jambs and door casings.

  Customer Answer

  Date: 02/15/2023

  They made three attempts and states that if I put down plywood they would be happy to come back and do it.  The work has to be done under the plywood.  So he is saying he will come back.  Why would I want him to come back after all of these failures and if you look at the pictures you can see it?