Complaints

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• Initial Complaint

  Date:09/28/2023

  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.

  Hired contractor to sand, prepare and refinish wood flooring in our home. The attached letter describes the problems we had when at the time of service. We didn't receive any response to our letter. There was stain splashed on our walls, floors in adjoining rooms and on our kitchen cabinet doors. Since then, the filler in the cracks of the floor is beginning to come out, leaving unsightly cracks in the finished floor. Manley was supposed to come out and view the floor, but cancelled 20 minutes before the appointment. I was told then filler was not expected to last on old flooring due to movement of the floorboards. He said old floors are prone to the filling failing. I asked why I wasn't informed the refinished flooring wouldn't last beyond a year and was told the flooring finish hasn't failed. I tried to get a better answer and he kept saying the same thing. I finally said the floor looks like sh*t and he hung up on me. I will have to hire another contractor to remove the filler in my dining room, entry, stairs and hallway. As shown on the attached letter, contractor did not reply to my concerns and my husband's repeated phone calls after no one showed up for the scheduled walk through after initial completion. Contractor told me today he tried to call me several times, but I didn't receive a single phone call. I would not recommend this company to anyone.

  Business Response

  Date: 10/06/2023

  Tom Manley Floors,Inc
  **** ***** **** ******
    Omaha, NE 
  68134
      ***** ********
  
  This
  correspondence is regarding complaint # *********
   Tom Manley Floors, Inc. provided an estimate
  for floor sanding and refinishing in July 2021. 
  Partial work was completed later in July 2021. The owners were satisfied
  with the work on the second level and had us back to sand the stair treads and
  main floor in February of 2022.  We
  received a letter from the homeowners expressing disappointment that the risers
  were not sanded and refinished. TMF does not sand and refinish risers and did
  not include them in our bid.  The owners
  acknowledged that the estimate did state treads and not risers.
  The
  owners had concerns about stain splatters on the walls.  They said in their letter “the floors are
  beautiful, and we plan to have your company do the living room and master
  bedroom later this year.  I presume the
  areas mentioned above can be fixed at that time”. 
  We did
  not hear from them until September 2023, eighteen months after the work was
  completed. The owner was concerned about the filler coming out between the
  boards on the main level. The owner said this was not an issue on the second
  floor.
  We
  scheduled a meeting which I was unable to keep. 
  I called to discuss the floor.  I
  told them that in older homes with movement in the floors the filler could
  begin to crack and fall out.  This
  happens when the flooring expands and contracts with changes in humidity. It is
  normal.
  The
  owner did not accept my explanation of what was happening.  As the conversation continued the owner
  raised her voice and used profanity. 
  Once tempers rise and profanity is used discussions typically become
  fruitless.  I told her I would not
  continue the discussion, wished her a good day, and said goodbye.  I did not “hang up” on her.
  TMF
  executed the work according to what was estimated, and we feel the complaint is
  invalid.
  *** ******
  Owner 

  Business Response

  Date: 10/11/2023

  In response
  to your complaint –
  I apologize for the late notice to the homeowner of our schedule change.
  Wood filler cracking is a common problem.  It may be frustrating but is not a result of the quality of the product or how it was applied.  The cracking happens due to changes in humidity. If the humidity is low the wood will shrink causing gaps between the boards and the filler falls out.  If the humidity is high the wood will expand.  The movement of the wood creates the cracking of the filler.  Only the homeowner can control the level of moisture in the home.  Once TMF has completed a job we have no control over the humidity level in each home. 
  In answer to the homeowner's question – no it does not crack in all homes. 
  When the floors were finished in February of 2022 TMF was told by the homeowner the floors looked beautiful. 
  In response to the question about the risers.  Our estimate shows we would sand stain and finish the treads and landing. We did not include the risers or stringers in our estimate.
  TMF makes it a practice to return phone calls.    Prior to a recent call in September of 2023 to my knowledge we have not had  unanswered phone calls from the homeowner. We have not worked in the house since February of 2022. If I have missed a call, then again I apologize to the homeowner.  

  *** ******

  Customer Answer

  Date: 10/12/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The bids did not include filling the cracks.  We specifically said we wanted the floors to look worn as befits the house.  The contractor chose to fill some of the cracks and now that is failing.  At no time did the contractor advise us of the potential for the filler to fail, most likely because we didn't ask for filler.  I am attaching the bid for full finish of the floor.  

  We are working with another contractor to finish the rest of the floors in our home.  He confirmed that filler can fail and said he doesn't like to use it on original flooring like ours for that very reason.  He also said he puts a notice on the estimate alerting the homeowner to the potential for the filler to fail.  He also said it appears Manley used water based acrylic on the floors.  He showed us how the water made the floor buckle a bit.  He spent the time to discuss the pros and cons of both kinds of finish and also the pros and cons of filling the cracks.  Manley didn't do that. 

  We made several phone calls to the employee who did the floors during the project and then after.  He scheduled a walkthrough with us and didn't show or call.  We made several phone calls to try and reschedule.  I then wrote the letter that included that information and the damage done to areas adjacent to the finished floors.  No one called us back.

  I understand things happen on job.  What I don't understand is the lack of communication before and after the project and failure to make any attempt to correct the damage done, or to explain what can be done about the failed filler. 

  The floors did look beautiful for the first 6-9 months before the filler failed.  Now they don't and Manley has not been responsive about fixing it.  The other contractor did tell us what to do to fix the filler issue and it is pretty simple.  I don't understand why Manley couldn't have done the same.  

  
  
  
  Sincerely,
  
  
  
  ***** *******