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:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 signed a contract with ****** to have their contractor, Hunter Flooring, install our kitchen floor. My husband emailed the contractor pictures of the floor saying it needed to be leveled. They responded saying it would be no problem.The floor was installed (on/around) August 20, 2022. we realized something was wrong.The same installers returned around the end of August and said nothing was wrong. They came back on September 23, 2022 with a manager. he had them tear up parts of the floor and apply leveler. The manager (*****?) also told ** not to call them again.We repeatedly contacted ******. A different installer came the first week of January, 2023. He agreed the floor should be removed, completely leveled and reinstalled but when he called his manager, he was told to hammer and glue it so he did.it was still not level. I contacted the manufacturer who said the floor should not crack if the subfloor is level.****** offered ** a refund if we signed a NDA. I contacted my sister, a former *** attorney, who informed ** that by asking ** to sign, it is an unfair trade practice in violation of the *** Act and the Consumer Review Fairness Act.****** responded by offering ** an additional $211.00 if we signed a Release of Claims form.We again refused because the floor was not waterproof due to bad installation and we do not know the extent of damage plus it will cost us more than $211.00 to have the floor redone.That was their final offer and communication.We contacted an attorney who said he would take the case but his fees would probably be more than we would win.We contacted the ** Attorney General. They said to give ******/******** time to respond and if we get no response, to hire an attorney.The tiles are now cracking. It makes loud noises when you walk on it. There are permanent marks from the hammer.

  Business Response

  Date: 06/05/2023

  Several attempts were made to correct the floor issues. On 9/23/22 after our ******* Assurance Supervisor assessed the affected areas and our installers pulled up parts of the floor, patched and installed three boxes of flooring. On 1/5/23 installers returned to the customers home to address concerns again because similar issues with the floor boards were occurring. In this repair the installers glued the tongue of the boards and installed with a mallet which is within standards to address an issue such as this. On 1/6/23 the customer was informed that if the floor repairs do not hold up, we would return to take care. At this point in order to resolve the floor board issues and satisfy the customer we would need to pull up the floor apply patch where needed and re-install the floor boards. The customer should not receive their desired settlement and allow us the opportunity to make the necessary repairs.
  

  Customer Answer

  Date: 06/08/2023

  
  Complaint: 20072838
  
  We are rejecting this response.

  We would consider having Hunters Flooring remove the floor, level the floor and reinstall flooring BUT we do NOT want the original installers (which are also the ones to fix it) nor the project manager who supposedly supervised the repairs on our property.  We want competent seasoned installers.

  The work would have to be done around our schedule.

  Should the above mentioned people arrive, they will be turned away and it will be considered a breach of contract. 
  

  Regards,
  
  ***********************