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Business Profile

Hardwood Floors

Fabulous Floors USA

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/13/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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.
    Contact began with this company Monday, 10/7/24, and work took place between Wednesday 10/9 and Saturday 10/12. Manager David C******* did not divulge that the company used a subcontractor from ** ******** ******, which continually provided subpar work that did not align with project expectations. Hardwood installed in upstairs hallway is uneven in one corner due to original wood not being sanded down, which David told the subcontractors to do, but likely was skipped due to the apparent language barrier that caused me to contact their manager, Jackson, in the event I had any questions. Contract included the replacement of two stair treads. Instead, they affixed new treads on top of the existing treads, resulting in a noticeable height difference that causes my stairs to no longer be up to code, and will require another business to mend. Additionally, the subcontractor cracked three tiles in my kitchen floor by lugging machines around, did not mask off anything, and used the first floor of my home to cut wood, resulting in a fine layer of brown wood dust all over everything, including kitchen appliances that still causes a smell to linger when the stove and toaster are used. I will probably need to pay for a duct cleaning to resolve any lingering dust they created. Both David and the manager of the subcontractors, Jackson, were disinterested and largely unapologetic whenever I brought up these concerns. Once he was paid he showed no interest in responding to my concerns, many of which I became aware of only after Jackson left on 10/12 after he did a cursory review of their work, and during which he was unconcerned with my complaints. I am not interested in them returning to my home to fix their inadequate work, but would prefer at least a partial refund due to the fact that I must now hire someone else to clean up after them. Attached invoice in PDF does not reflect final adjusted price due to not being provided with a copy.

    Business Response

    Date: 10/28/2024

     I have been in contact with the customer and addressed her concerns
    on multiple occasions. She agreed to a $400 refund as a gesture of
    good will and she replied “ Thank you, I appreciate it.” The
    check has already been mailed.


    We subcontract our work as is customary and I back the quality of the
    work performed. We completed the scope of work contracted
    satisfactorily and she paid the final payment after walking through it with my subcontractor.  The two existing defective stair treads were removed
    and replaced with new stair treads. The existing flooring in the
    upstairs hallway was not able to be re-sanded due to previous repairs
    that had been made so we stablized the existing boards and installed
    new flooring over the existing as was agreed upon by the customer.
    We always do our best to minimize the dust created from
    refinishing and installing floors and always make cuts outside.   

    Customer Answer

    Date: 11/01/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



    ****** *******

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