Complaints

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• Initial Complaint

  Date:06/23/2023

  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.

  On March 28th we had Potters flooring scheduled to come out for a 5 day job. 750 sqft of flooring was to be replaced in part of our home. We are told this type of job is typically completed in one day, with multiple men. Potters employee often left halfway through the day and was unable to complete the job within the 5 days. Brian (*****) came to the house to ask for the remaining money owed, briefly scanned our home, and assured us it would be done that evening. It was not. I have never heard of a company asking for the final payment before the job was finished. Brian’s employee then continues to attempt the job until Sunday April 2nd, where he finally left and said the job was done.
  The job felt rushed and incomplete. The baseboards were significantly damaged. More than the job warranted. Several areas were missing flooring, cut uneven, and not trimmed out. Our cabinets were professionally painted within the last year and were noticeably scratched. Our dishwasher door was damaged during the floor placement and needed to be replaced. Our house was left in shambles. Quarter round was not put back correctly and cut in random spots.
  During installation we were asked if we wanted Luan board to level the flooring or rip up the old kitchen flooring. I said whatever he thought was necessary and or cheaper. He did not use luan board and now we have 3/4 inch gaps under every door jam. It should have been suggested despite cost, we did not know. The tile around our fireplace was toor up and flooring placed. Now we cannot use our fireplace as it will melt the floor. He should have advised against this. We asked Brian to come out multiple times to see the job and he would not. We called another flooring company and got a quote sho overcharged. We do not feel comfortable arguing with the company anymore. Attached is the quote from **** ******** ****** ******** ********

  Business Response

  Date: 06/26/2023

  Good morning, on the first day of installation during the tear  out of the old laminate flooring we discovered sheet vinyl and Luan  I called the customer and explained we could either rip up the old vinyl and Luan or sheet the other areas up to the old and explained the cost for both along with the fact that if we did not sheet the other areas there would be a small gap at her door jambs to the flooring she decided to go the less expensive route of taking up the old Luan  and sheet vinyl. When I measured and quoted the job I asked her if she wanted to keep the small area of ceramic in front of her gas fireplace she said she wanted it taken up that it would look much better in addition a gas fireplace is decorative and emits very little heat and will not damage the waterproof LVT plank in any way we have installed many jobs the same way and have never had a issue including my personal home. The extra rip up did add 3 days to the installation process which I explained to the customer during the phone conversation we had when the vinyl and Luan were discovered. My installer did say the installation was complete on Sunday but what he meant was the initial installation we still have a punch out to do to complete the job. During the punch out we purchased and replaced the wood base and quarter round that had been painted prior to us installing and did get scratched we painted the new base and quarter round to match and cut and installed new to take care of that issue, we also replaced all vinyl cove base under the cabinets and cut new transitions to replace the temporary ones we had in place, all existing base and quarter round were inspected and re installed the existing base did not get damaged during our installation process it was in extremely bad shape prior to our installation I even asked the customer during the punch out process if they purchased new wood base and quarter round I would cover the cost of cutting and installing the new but she did not want to do that, the dishwasher was not removed to install the flooring we did remove the bottom plate and install up to and under the front legs of the dishwasher which is customary in the flooring business and even though the dishwasher door was not damaged by our installer I did have a repair company out to look at the dishwasher twice and paid for it both times which did not solve the issue so I then paid for a new dishwasher and installation of the dishwasher with this replacement along with the new painted base and quarter round, new cove base for under the cabinets with labor I have close to 1200.00 paid out our company always goes the extra mile for our customers as I did with this customer during the punch out process yes I did collect the balance on Friday simply so the check could clear our account over the weekend so I could pay my installer on Monday for his hard work and yes the job did take longer than the estimated time frame but that is why it is a time estimate you never know what you will run into during the rip up of old flooring that could take more time.

  Customer Answer

  Date: 06/26/2023

  You did not explain the gap under the door jams. You did not explain how significant the gap would be and did not explain how bad it looks. Upon getting another quote, the company explained how they would recommend replacing he Luan board because the 3/4 inch gap on all doorways makes it look unfinished. We have gladly gone the more expensive route had that been explained. 

  Our gas fireplace is HOT and does produce a lot of heat. It will melt the vinyl. Did you check how much heat comes off of it? This should have been explained as we will NOT be able to use it without melting our flooring. 
  

  Regards,

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

  Business Response

  Date: 06/26/2023

  Good afternoon, I discussed the removal of the ceramic tile the day I measured and quoted the job, see attached image the customer approved the removal on 02/20/23 when she signed the sales contract in addition look at the notation on the sales contract pertaining to the Luan installation customer did not want the expense I did advise customer that there would be a gap under the door jambs by phone call 

  Customer Answer

  Date: 06/28/2023

  
  Hi,
  
  I am not understanding why this matter is considered closed. There is no agreement and the company did not provide adequate service. How do I continue with this claim?
  
  ******