Complaints

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• Initial Complaint

  Date:10/27/2022

  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.

  Date of Transaction Purchase: 3/3/22 Luxury Vinyl Plank- Basement Carpet- Basement Hardwood Floor Steps- Basement Install date of Luxury Vinyl Plank and Carpet: July 10, 2022- Reported to Owner on July 11, 2022 that the LVP installed in bathroom is not level. Requested that the LVP  removed and leveled properly. This was done on 08/29/2022. Please note, owner made no attempt to follow up on the dissatisfied installation. Install date of Hardwood Steps: August 29, 2022- one step was warped and need to be reordered. Owner told us 10 days. After numerous inquiries, final install is scheduled for October 6, 2022.The owner of this company was negligent during this entire process. There was barely any communication during this time. I have reached out to corporate 3 times with no resolve in this matter as well. This transaction should have not taken any longer than the time we have given. They were paid in full even before the services were completed. Lastly, the owner's vendors left staples and nails careless around my children. I contacted the owner with my concerns, that I had to replace two tires and that my child bled all over my new white carpet that was installed by his company. This careless person didn't even have the empathy to acknowledge this or moreover apologize for the carelessness. This has been a horrendous experience and it should be brought to other consumers attention before hiring this company.

  Business Response

  Date: 12/01/2022

  After signing the agreement to complete the work, the
  customer delayed the project for months cancelling several installation dates at
  the last minute.
  
  Customer was responsible for removing and preparing a bathroom
  floor in advance.  This preparation was
  not completed at the time of installation. When customer was unhappy about the
  bathroom floor, we removed the new flooring, fixed the sub-floor issue that
  should have been completed by the homeowner and replaced the floor, all at no additional
  cost.
  
  A hardwood stair component arrived on the job site damaged from
  the manufacturer and a replacement was re-order the very next day. There
  was an unexpected vendor delay in the replacement and this was communicated to her.
   Customer accused us of “forgetting to
  order the part”. This is simply not true. Once it arrived, it was installed a
  few days later.
  
  We adamantly deny leaving any objects on the job site that
  would harm personal property or family members. 
  No proof of the allegations was ever presented, only unsubstantiated
  accusations way after the fact.
  
  Customer paid us a 1/3 deposit at the beginning of the
  project.  The balance was paid to us  after the project was completed. 
  
  We are sorry the customer had such a bad experience, we work
  very hard every day to do the very best for our customers. We have built our
  business on our commitment to quality work, honesty and integrity.  No matter what we said, the customer was never
  satistisfied.
  
  Customer was unreasonable about the installation process and
  timeline. We pride ourselves on great customer service and satisfaction, and
  did in fact install beautiful new floors, carpeting and hardwood stair treads in
  the home.  The project is complete. We
  are denying any refund to the customer. 
  
  This customer’s claims are baseless, inflammatory and
  accusatory without foundation.  Her
  behavior during the project became abusive, belligerent, rude, and she never
  handled herself in a professional manner. She was difficult to communicate with
  in a rational manner, we just wanted to finish and be done with the project
  without further abuse.
  
  Thank you,
  Floor Coverings International- Montco