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:09/27/2022

  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.

  I ordered flooring for my kitchen over the summer from Doctor Peppers. It was back-ordered until September which wasnt a problem. At the time we agreed on the cost for the new flooring, removal of the existing flooring, and installation of the new flooring. The team came to my house on 9/26 to do the install. Due to some miscommunication my dog was able to escape out the front door while the workers left it open, but it was a mistake and they were able to help get her back in the house. We had agreed to take up 2 layers of vinyl flooring and 2 layers of plywood leaving the original flooring in tact underneath. During the removal, the workers notified me that the original flooring was damaged during removal of the above layers and needed to come up entirely. I was informed it would be at additional cost but the owner agreed to cover the costs since it wasnt part of our original agreement. During the work I heard a couple of crashes, but the workers didnt alert me to anything so it seemed everything was fine. After they left I discovered 2 expensive antique glass dishes in the neighboring room had fallen off a shelf and broken. One dish remained on a table and the other had been hastily cleaned up, but a piece piece was swept underneath the table and a large area of glass shards remained. Nobody alerted me to the accident happening and instead attempted to cover it up.Additionally the workers had windows open while they worked but took no other precautions to contain the dust and debris. They cleaned up the floor where they worked, but without using the proper protection (plastic), equipment, or vacuum attachments, the house is covered in dust. The owner refused to send out a cleaning crew to clean up after their work when I brought it to his attention. Speaking with a local cleaning company, a construction cleaning would cost $250. There are also pieces of the flooring that have visible defects and were not approved to install.

  Business Response

  Date: 11/03/2022

  After my installers had removed two layers of existing flooring, they noticed the original subfloor was damaged. I spoke with *************** and explained there would be a small structural damage that needed to be taken care of in order to install the flooring correctly also there would be a small additional charge. She refused to pay for the additional repairs. I offered to split the cost and she still refused. In order to move forward with the project ,and as a good will gesture I agreed to absorb the additional charge.

  When Dr. ********************** does estimates, we go over in detail what the customers responsibilities are prior to the installation which includes all small furniture and breakable items. The items in question were located in a room that they were not working in and had no reason to be in. When *************** contacted us, I immediately went to her home. upon arrival, she pointed out character  marks that were part of the design in the floor claiming that it was damaged. The particular floor she purchased has a distress look to it. It is clearly visible on the front and back of the sample that *************** selected, shows the distress look. Her son was present at the time and assured his mother that it is a part of the pattern.

  As far as the dust is concerned, with any construction project there will be dust that is to be created. When my installers left, they cleaned the area they were working in. *************** was present even to pay the installers the final balance.

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