Complaints

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• Initial Complaint

  Date:08/02/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Perfect pathways flooring did not intsall my flooring properly. There are many areas that stop short of the wall that trim won't cover, the trim was never done, and almost immediately pieces of the flooring staring pulling up. I contacted **** MULTIPLE times over the course of about 6 months with no reply. He did eventually reply over a month ago and said he would stop by but I now am being ghosted again. He received full payment for the job. I am really dissapointed. I have a new floor that is all broken. I don't even know the brand/name of flooring (Which I asked for) just so I could try to fix this all myself which I should not have to do since I paid him to do it. Not responding to emails calls and texts is highly unprofessional.

  Customer Answer

  Date: 08/21/2023

  Perfect Pathways has come out to look at the flooring and contacted the manufacturer of the floor. They came out today, 8/21/2023, and are going to submit the findings to the floor manufacturer to see if they will replace/refund the cost of the flooring.

  Business Response

  Date: 09/04/2023

  The customer informed me they were handling the trim work themselves which is why it was not completed by me. It was also not written in any format or non formal estimate or invoice. Customer was not charged for this service. 

  As far as the flooring material issues are concerned, a representative has come out along with myself to inspect the issues and this is in the process of being handled. 

  Customer is well aware of everything stated in this response. 

  Customer Answer

  Date: 09/08/2023

  Perfect Pathways Flooring along with someone from the manufacturer of the flooring did come out to inspect.  This has not been fixed yet and no one has offered compensation yet. I don't want to mark satisfied yet because nothing has been done to resolve this YET. If perfect pathways makes sure that my flooring is fixed ultimately, regardless if it is coming from the manufacturer of the flooring or perfect pathways, I will be happy to close this complaint out. 

  Concerning the trim issue, I agree that there was no line item on my estimate showing that the trim should be done. This was a misunderstanding from what I can tell, as I just had not heard of a flooring company not including the trim work.

  I will close this out as resolved once my floor is either completely repaired OR I receive a refund for the project.

  Thank you,

  *******

  Customer Answer

  Date: 09/19/2023

  I did respond to this message weeks ago. What I stated was that **** from Perfect Pathways did come out to look at the floor after about 6 months of me trying to contact him. He determined something was wrong with the flooring. He then brought out an inspector from the floor manufaturer who also inspected it. Then another inspector came out and inspected it.

  So far I have not recieved a response from anyone about a resolution for this and that is why I did not want the complaint closed until I either receive a refund or a new floor.

  The issue regarding the trim I conceded that there was not a line item on the estimate showing the trim would be done. I was confused because I had never heard of a flooring installer NOT putting trim down BUT I am willing to beilieve **** when he stated that he thought we spoke about the fact that he wouldn't lay the trim.