Complaints

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• Initial Complaint

  Date:06/07/2024

  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.

  Original down payment $6500 to install unfinished hickory flooring and sand and finish ***** sqft paid up front July 28th 2023. Set to install November 20th 2023 new construction. ** was personally there when the floors were delivered and only took a moisture reading. The flooring acclimated in the house for 7 days I believe. Flooring delivered November 13th. November 20th ** said the flooring was milled improperly and wouldn't install. We had to find new flooring. The new hardwood floors were delivered December 5th. The 5 1/4 inch solid Maple hardwood floors were started installed December 19th. Flooring was completed Monday January 8th with an additional charge for loss of time and a fee for installing flush mount floor vents solid wood that we purchased ourselves and stained of $2448,75. Totalling $8448.75 for 1618 SQ ft of pre-finished hardwood floor installation only. Since then we have had sent messages telling him the floor is warping lifting up and squeaky every where. He came out again Feb 15th to fix problem areas including manually cutting expansion gaps. He said he would be back to finish but never has returned any messages. We had to have another guy come out and fix at least six areas due to improper nailing and not putting expansion gaps in the house. Costing us an additional $*****. We have also had a flooring inspector come in telling us the floor is cupping due to an installation issue. I have sent him several emails with no reply. We just want our floors fixed properly and to be reimbursed for the extra money. We were forced to pay someone else to do due to his lack of response even though he was paid well over what any other flooring company would have charged for lower quality work.

  Business Response

  Date: 07/08/2024

  These floors were installed correctly. This customer had complaints with every contractor she had working on her house. She was finding any flaw with everyone who worked on her house so she could get a discount or whatever she was wanting. We installed these floors like we always do and have always had great results. I had no contact from the customer until this complaint was filed. We had always called or text and I have no communication with them since we were done. Our hob was done and complete. I received a call about a water leak I went and tore out the floor so it didn't get worse while I was working on other projects and when I called to go fix the repair they had someone else do it. So we assumed we were no longer doing anything for this customer. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21818054
  
  I am rejecting this response because:

  Cj/Complaint: 21818054

   

  I am rejecting this response because:Complaint: 21818054

   

  I am rejecting this response because: CJ/ ***** is lying. I have a lot of documentation and photos that prove he is lying. He was barely here when the floors were installed. As as for him saying that I was looking for discounts on anything as a bold-faced lie. I had a 21-year-old do a horrible job on one of my bathrooms. This has nothing to do with the floors. He was out here in February 15th of this year to fix two warped floors in the bedroom. He need to come back out and fix them and fill nail holes and hadn't respond to any of my emails. We haven't seen him since. I have email documentation to prove it. He was very unprofessional and stored all of his equipment here at the house. We had to pay somebody else to come out and fix his work and two of the rooms. And the entryway to the garage. I have plenty of photos to prove this. I also have videos. I am pretty sure that he is never installed this type of floor before. I have a professional flooring inspector come out and tell us that the floors weren't installed wrong. They did not use enough nails. They did not use 3/4-in spacing on the perimeter walls. There are rooms that weren't made level before installing the hardwood floors. It took them 3 weeks to install the floors and a brand new house that should have only taken a week. As far as the water damage goes, he gave a quote to the plumber that was close to $3,000 to fix. The plumber. Told him and tried to communicate with him and let him know that that was too much and that he was going to go with somebody else to put the floor back down. So as far as them, him saying that we haven't talked to him is a bold-faced lie. He did an awful job and he should be held accountable. We simply want somebody else to come fix what he refuses to admit as a incorrect 5-in wide plank, solid hardwood floor. I have talked to the nfwa and they told me it was installed wrong. The floor is warping everywhere and the moisture in the house is as it should be at all times. He is very unprofessional. He has charged us over $9,000 for labor alone to install 600 square feet new construction home. Which would have cost another company only $6,000. He does not care about his customer and he refuses to return any of my messages. We gave him a chance to fix it and he did not and will not call us back or come back to the house. We got an estimate to redo the entire house and now it's $12,000.

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

  Business Response

  Date: 07/29/2024

  I was unaware of the consumer's concerns and the issues she stated she was having due to the fact that her emails all went to my spam folder. I stand by my original statement that the floors were installed correctly.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21818054
  
  I am rejecting this response because:
  The only way that those messages could have went to spam folder is if he put them there. There are plenty of emails that he responded to including the final payment email. He was aware the last day that he came out that he needed to fill all the new nail holes on February 15th. He stated that he would be back to fill in the nail holes and address any other concerns. That was the last time we heard from him or saw him. The floor IS NOT installed correctly but he wouldn't know that because he didn't personally install it except for the living room. There is proof and a professional flooring inspection that says it wasn't installed correctly. All he cares about is getting the money and moving on and not the quality of the work. There are laws that protect the consumer. If this isn't handled to our satisfaction we will move forward in the next ten days with legal action. It has been 7 months!!!! This has disrupted our lives since December of last year. 
  Sincerely,
  
  ***********************