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:02/21/2024

  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 had a flood in the house, our insurance company recommended Paul Davis to do the repairs. All work done was satisfactory and payment was made. Within 6 months, the kitchen floor started to get gaps. They sent someone who glued the gaps and then more gaps appeared. The flooring company came and declared the floor as defective and would need to be replaced. The project manager at Paul davis says the floor should be replaced but he is trying to get money from the flooring company to cover the cost. We have made numerous phone calls and text messages to Dave at Paul davis trying to resolve this problem. This has been going on for 9 months he recently told us that the manufacturer of the floor, ********** was recently sold and he can't get the money. We have asked for the money back that we paid, $2900.58. We do not feel it is our problem that he can't get his money back. They have declined to repay us so we can get someone else to replace the floor. We want a refund or full replacement of the floor

  Business Response

  Date: 03/08/2024

  BBB spoke to the business owner and the following was relayed:

  We installed the floors for the **********'s about two years ago in the Fall of 2022.  We were connected to the **********'s through an insurance company program referral.  It was their insurance company that actually paid us.  

  The issue is the **********'s floors.  The floors that they had installed are defective.  The materials are defective.  The work is NOT defective.  They had ********* floors installed.  The ********* company has since gone bankrupt.  Any material warranty is through *********.  

  The **********'s complaint, therefore, is really with *********.  Or their insurance company.  Because, again, the **********'s never paid me directly and more importantly, there is not a issue with the work that we did.  There is an issue with the floor that came from *********- it is defective.  And the insurance company is the one that paid ********* on the **********'s behalf.  

  Thank you.  

  Customer Answer

  Date: 03/12/2024

  We received a verbal confirmation from Paul Davis that the work was guaranteed for 1 year. They did not give us anything in writing.  Since the work was completed in December of 2022 and our complaint about the flooring was made in June of 2023, we were within the warranty period.  Throughout the next several months of communication with Dave at Paul Davis he assured us that the floor was under warranty.  He also told me that the flooring company held a warranty to Paul Davis. Dave at Paul Davis sent the owner of the flooring company to our home , he looked at the floor and said the floor was defective and should be replaced,  he stated that he would advise Dave of this finding. I believe that the insurance company also stated that the work was under warranty,  though I can't state that for sure. I will contact the insurance company again.