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:06/08/2024

  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.

  Contractor did horrible work and quit the job and left me stuck with an unfinished kitchen and out several thousands of dollars

  Business Response

  Date: 07/10/2024

  We will re open this matter with our attorney as this customer chooses to continue defame our name. They are committing insurance  fraud and refused to pay us money owed. Our company will not entertain defamation matters and will be pursued legally. 

  Louis P*******

   

  MONTGOMERY CRISSMAN PLLC 
  ATTORNEYS AT LAW 

  
  March 29, 2023 
  David M. C******** Esq* *********************** 
  ***** ****** *** ****** ****** 
  *** ** ********** **** 
  ****** ** ***** 
  

  RE: Kitchen and Bathroom Projects at *** ** ********** ***** ****** ** ***** 
  

  *** *** **** ******* 

  
  Please be advised that I have been retained by A.S.F. Special Flooring LLC relative to the kitchen, bathroom, and other ancillary improvements, my Client has performed at your residence. I have reviewed the applicable proposals as well and additional correspondence my Client has provided relative to this matter. 
  As you are aware, my Client's Proposal (#023) of February 4, 2023, only contemplates services to be performed in the kitchen area, as well as sand and refinish work to be performed in the living and dining rooms. I understand that per the terms of the Proposal, $7,000.00 is to be paid for services relative to the kitchen and $3,800.00 is allotted for the hardwood floor sand and refinish work. 

  
  I also understand that since the submission of this Proposal, my Client has performed other services at your request which are not specifically enumerated in the Proposal. Those services include, but are not limited to, the following: demolition and replacement of joists and subflooring in the bathroom, framing walls in bathroom, installation and finishing of drywall in the bathroom, installation of a custom tile floor in the bathroom, demolition of the laundry room ceiling and installation of new drywall on the laundry room ceiling, and installation of a new circuit breaker and electrical work relative to the installation 6 LED lights in the kitchen. As you are aware, no payment has been rendered for the extensive additional work my Client has performed at your request, absent a $172.73 payment for electrical supplies and some employee time relative to the electrical installation. As you know, my Client has paid out-of-pocket for 2x4s, furring strips, drywall compound, subflooring for the bathroom, and thin-set mortar for the tile floor in the kitchen. 
  I have been advised that my Client recently forwarded an invoice requesting payment for the balance owing for kitchen renovation (less a $250.00 charge for installation of the kitchen sink once countertops are set) and this has created some confusion. It is my hope that this correspondence clarifies and streamlines communications. 
  
  Per the terms of the Proposal, $7,000.00 has been quoted for the kitchen work. My Client currently has a deposit of $5,400.00 on account, which will be applied to the kitchen project. This leaves a balance owing of $1,600.00 for the kitchen, for which my Client makes formal demand. My Client also requests prompt payment of an additional $2,550.00, which is the fair and reasonable value of the extensive additional work performed at your request and materials advanced in furtherance thereof. 
  I would request that you promptly issue a check made payable to my Client in the amount of $4,150.00 within ten (10) days of the date of this letter. 
  In the event that you fail to do so, I have advised my Client of its legal rights, which include, but are not limited to, filing a mechanic's lien against the property or otherwise filing an action against you seeking monetary damages for services rendered. If this occurs, my Client will be seeking not only the amount indicated above, but also interest, attorney's fees and court costs associated with the action. 
  

  Respectfully, 
  Double ***** 
  David M. C******** Esq. 
  CC: A.S.F. Special Flooring by email only 
  ********** ******** **** *** ***** **** ******* ******* ************ ***** 
  ****** ************ 
  **** ************ 
  

  
  

• Initial Complaint

  Date:10/05/2023

  Type:Product 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.

  9/25 - 9/26/2023 Dates of Hardwood Flooring refinish (House vacant)
  9/26/2023 Paid in full
  9/30/2023 Discovered duct work dislodged/disconnected in basement, and dislodged/broken floor boards in the back bedroom. Sent text message to Katelyn at Advanced Specialty Flooring. She said she didn't know who I was and she indicated she was not receiving any photos via text. I attempted to text photos 3x that day - apparently to no avail. She indicated she was out of town and reach out to me when she returned on Tuesday 10/2/2023.
  10/2/2023 No response from Katelyn.
  10/3/2023 Sent text message with photos to Katelyn. No response.
  10/4/2023 Called Katelyn. Call went straight to voice mail. No response to that call.
  10/5/2023 Called Katelyn again. Call went straight to voice mail again. As of this writing no response.
  
  Desired settlement: Refund cost of the repair (TBD)

  Business Response

  Date: 11/15/2023

  Hello, We apologize you were having trouble getting ahold of Katlyn in the office. She was waiting the pictures and never got a response from you on the office phone you were communicating on. We never received the follow up calls you are saying you made. With over 40 years in business we take extreme pride in our family owned and operated business. Our company is solely word of mouth customers and our reputation within the Tristate area is unmatched. I would encourage you to try the office phone again or email ***************************** if you would like further communication with ASF. That being said, I would like to address and add my own photos of your project. As stated above we take extreme pride in our business. We would not leave your home damaged. The duct work was not a fault of our company that you are claiming it to be. I know you just bought the home and didn't move in yet, so not knowing everything about the home, you may not of seen that the duct was loose from the underneath. The register vents were placed nicely on the window beside were they were taken out because stain and finish were applied to the floor. That way it would be easier to know where to put they back at. I don't think there should be any issue with the vents being placed somewhere safe, they easily pop back in. We completed a full sand and refinish system on your project. We were able to squeeze you into our already packed schedule and complete in a very timely manner for you to start moving in. That includes removing the existing hardwood finish-bringing it down to the bare wood, stain and three coats of polyurethane. We apologize if there is was a little finish that got on your base. As stated on the proposal you agreed to, in the terms, we are not responsible for any touch ups on the base. I would also like to add that you anticipated to paint the base anyways because it was already scuffed up (photos). You also stated you were putting LVT in the hallway. In order to install lvt correctly you would have to remove the base in that area and reinstall. 
  
  Like stated above, we completed your project in a very timely manner with ethical practices and you paid after you inspected it. I included a copy of the check. We completed your project the 9/25-9/26. Our crew went above and beyond to meet your time restraints with moving in. A refinish that size typically takes a few days plus stain and coats. You paid 9/26 after you reviewed the project and gave the remaining balance to the crew lead on site. 
  
  If you have any other questions or concerns please feel free to email or call us. We would be more than happy to talk with you. 
  
  ************
  *****************************

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
    Please see the screen shots of the listing photos revealing no failure of the duct work prior to the work of Advanced Specialty Flooring (ASF). There is no indication of ductwork/floorboard issues in the problems page of the home inspection of 8/22/2023. I’m not convinced there was an issue prior to ASF’s work.
  
   Please see evidence of communication with Katelin indicating she would contact me. There was no contact between us after I revealed the problem.  Katelin never contacted me after this text, nor did she return my calls when my texting was no longer effective. You had my number, knew I was trying to reach you and yet I never heard from ASF until the BBB got involved.
  
   I’m glad your other customers are delighted with your work. Perhaps you were able to do more for them than just race in, slap some stain on their floors and walls, bust up their floor boards, disconnect their ductwork, and promptly cash the check paid for the service. I wasn’t so lucky.
  
   A contractor was able to cobble a repair of the floor boards and ductwork. In no way is it in the condition it was prior to the visit from ASF, but at least it’s been addressed. Please see invoice for repairs included.
  
   At the very least I request compensation for the repair. At most I hope ASF would strive to do better in the future for their customers. I’ve done all I can to resolve this short of posting nasty reviews online. I prefer actions of civility but it’s decidedly less than civil to ignore my attempts to contact you after receiving thousands of dollars from me, not to mention alleging I never called or this was somehow a pre-existing condition. Own up to the problem, take responsibility. In no way did you have a problem collecting payment. I promptly paid even while the floors were still too wet to walk on, much less inspect.
  
   It’s too late for me, but I hope others fare better than I did and ASF aspires to be the best in the area for hardwood refinishing and their ensuing attempts at customer service. I’m sure there is a market for this work, and ASF should take pride in their work but if ASF is proud of what happened at my house then I’m even more disappointed.
  

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

  Business Response

  Date: 11/27/2023

  ***** *******
  
  Since our last message- We have not received any emails, texts or calls from you other than on the BBB. I just wanted to offer again, if you would like to contact us directly email ****************************** We in no way are going to go back and forth with you on this matter, and at the end of the day there are two sides to the story. Our company does not aspire to be the best in the business, we are the best in the tristate area. We are proud of how our company took care of your project. We accommodated you tremendously by fitting you into an already packed schedule, completing your project in more than a timely manner and once receiving a satisfactory response from you-you paid the remaining balance in full. Your full sand and refinish was completed as per NWFA standards. We have been in business for over 40 years serving up and down the east coast in Industrial, commercial and residential customers. Our reputation is unmatched because of the quality work and customer service we provide for our customers. In attempts to accommodate you, I will set aside a $350 credit for any future work you would like completed at your home. 
  Thank you again, take care. 

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  Your offer is acknowledged and declined. I have no further work that I could need nor want from ASF.
  
  If you do not wish to reimburse me for the charges due to repairs this situation has not been adequately resolved and the record can reflect such.
  
  I give the BBB permission to post the photos of the damage done to my floors and any/all writings to and from me for others to review.
  
  

  
  Regards,
  
  
  
  ****** ******