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:05/25/2023

  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.

  We paid these people almost $ 18,000.00 in July 2019 To do flooring in our house we just bought. The wood is guaranteed for life and the linoleum for 10 years. The flooring in the dining room and kitchen is pulling apart. Wood. They laid the rug in the master bath and just put it on top of the old rug and it did not stay, they came back ripped the flooring back up found black mold. By the time we got the mold cleaned up the pandemic was going on no one would come. Here it is 4 years later and we are still waiting to get the one floor laid at all and the other two fixed! I kept calling them and they kept making excuses! I called them I had to make an appointment so I did they told me in 2 weeks On the day they were to come they said I didn't confirm the appointment so they would not come. I called and made another appointment they said we would have to tear the toilets up and get everything ready for them to lay the rug. I am 66 years old and had triple bypass heart surgery in September. My husband is 75 and in 2018 my husband walked across the street to get the mail a school girl hit him going 27 miles over the speed limit. Broke his back in 3 places, his neck in 2, bleeding of the brain, lacerated liver, Right leg crushed, and left leg badly messed up!! How do they expect us to do this? And they know! Other places I checked with recently said they do everything the owners do not even move an end stand. When Humble first did this place 5 big men watched my 2 sons move an 800 pound wood burner and the refrigerator that was here in the house. My 1 son is 5 foot 5 and goes maybe 100 pounds, my other son has a hernia hanging outside his body! Also when they took the trim off they just broke it up when they took it off and the registers on the wall Humbles just pried them off of the wall destroying the register and the wall underneath. Anyway the last time I called them I said if they didn't come fix it I was getting a lawyer! They told me to go ahead.

  Business Response

  Date: 05/25/2023

  We first met Mrs.S on July 8, 2019. Our estimator met her at her home to measure and show her samples of flooring. She was in a hurry to get the new flooring installed and asked us to rush it in and install immediately so they could move in. The house was empty at that time, so we adjusted our schedule to accommodate her wishes. We came the following week, once the flooring arrived to us, to install 1891 square feet of LVP and 35 square yards of vinyl sheet goods. There was absolutely no air conditioning in the house. It was mid-July and over 100 degrees. Our installers showed up and did a flawless job anyway. Mrs. S was not at the home at any time through any of this. Only her sons were there. We had completely finished our contract in 3 days with the exception of the bathroom. The bathroom subfloor was rotted, and we did NOT install flooring in there. After explaining the subfloor needed replaced to Mrs. S she decided they would install the subfloor themselves and have us come back to finish the installation of the vinyl when they were done. Four years later, on October 21st, 2022 Mrs. S called to ask us to complete the installation for this bathroom. We gave her our first available date to complete this. As always, we call the day before to confirm we are coming and what time. There was no answer. There was no answer after 2 more attempts either. As a result, we did not do to Mrs. S that day, When she called a few days later to complain, we rescheduled the installation and also requested the toilet to be removed since it was not in the original contract for us to remove and replace. She said she would not remove it and she would not pay for us to remove it. We explained we would not be coming. Mrs. S told us she was calling a lawyer. We told her this could easily be resolved by her taking responsibility for the toilet. And here we are. The costs for labor since the pandemic have increased by double to triple the amounts as when we first contracted our agreement. We aren't being unreasonable to asking her to pay for an add on. Some of Mrs. S. other complaints include the trim work getting destroyed during the removal of it. The trim that goes into a double wide home is cheap/brittle and is installed with a staple gun instead of a brad nailer. Any time we take it off, it is unable to be reused. Mrs. S was made aware of this at the time and agreed she would replace it themselves. We had no need to uninstall the registers on the walls and therefore will not take responsibility for this. Her sons were painting and would have taken them off for that reason. Mrs. S complaints about us making excuses is not something we do. We have been transparent about our scope and what was included in our contract from the beginning. The total invoice came to $16,995.00 for materials and installation. A very fair and reasonable price for all that we completed at this home. Mrs. S has been demanding, volatile and threatening from the day we called to schedule the installation. She has hung up on us mid conversation several times. We have done everything within reason to keep the peace and complete our end of the agreement. It is not right she plays victim when we did everything we said we would. 

  Customer Answer

  Date: 05/30/2023

  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.
  
  What I wanted to say is that NO MATTER what Humble says or what I say there is a warranty on these floors. The wood is guaranteed for LIFE and the linoleum or 10 years! As of now 1 bathroom has yet to be laid. They laid it once but it bubbled up because they laid it on top of the old floor. When they pulled it up they found the floor rotted. It took us a little while to fix the floor, then the pandemic, when I finally got to call them the woman told me they would be in this area within a week for another house, I said that is fine. Humbles called me said I did not confirm the appointment so they would not come! I had to set up another appointment. The day they were to come they called  and asked if I still wanted them to come I said yes, then they said did we remove the toilet. I said no that was their job. They said they did not charge for removing the toilet in the original cost and I would have to pay more money. ( there are 3 bathrooms moved the toilets when they first came!) I told them I would get a lawyer they laughed and said go ahead they would not come until they got a letter from my lawyer. I am 66 just had triple bypass in Sept. my husband is 75 he got hit by a car 4 years ago broke his back in 3 places, his neck broke in 2 places, plus legs shattered, what I am saying is we are not physically able to do this. We are just on SS. we cannot pay them anymore! Besides it is under warranty. Thank You!   ****** *******

  
  

  Business Response

  Date: 05/30/2023

  I really do not know how to respond to this rejection. A floor that is not installed does not carry any warranty. To be clear, the bathroom in question will not be installed by us when...

  1. the customer does not answer her phone to confirm someone will be home to accept us (this is approximately an hour drive from our warehouse. Should something come up for us or her, the customer should have the curtesy to answer the phone)

  2. the toilet isn't pulled. The toilet was never in the original cost. No furniture was in the cost since the house was to be empty when the job was sold. As stated in her complaint, her 2 sons were on the premises working on things while we were there and most likely have completed the other work required for them to move in. Four years have passed and she is insisting we finish the job but wants us to pull and replace the toilet at our own cost. No. 

  The other flooring in the house carries a warranty. If there are any issues that fall under these warranties, we will see they are taken care of. 

  I have attached the warranty information for the Kitchen, Dining, Living Room and Computer Room which is a Shaw product. Under those, I attached the warranty for the flooring installed in the bedrooms. If there is a new issue, this complaint will be the first I have heard of it. Send pictures to [email protected] and we will make the appropriate repairs or file a claim. 

  Thank you