Complaints

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• Initial Complaint

  Date:09/25/2022

  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.

  Late July 2022 hired Wright Floors to replace some carpet in a listed home with new carpet and a little bit of vinyl plank.Paid project in full after I was told it was completed.Received some odd comments from a real-estate agent who had just shown the home to a potential buyer. It was the 2nd or 3rd such comment, so I decided to have a neighbor with a key go take a look.The agent mentioned a project being in progress but not complete, which was really odd.Turns out, the vendor threw down some carpet, not securing much of it, didn't complete the plank install, and left trash/project waste all over the home and inside the garage. Today it still looks like an active work site, which paired with the economic downturn has cost us nearly 6-figures in the potential sales price due to the tightening market and limited qualified buyers.The vendor also reduced thermostat temperature from mid-70s down to 68. Which resulted in nearly $400in electric charges over 2 months unsteady of what should have been about $150.100% refund us the only acceptable first step. Abusing the trust and confidence of a servicemember and causing undue anxiety and distress therein directly degrades the DoD's capability to protect our country.

  Business Response

  Date: 10/07/2022

  First and foremost I, ***** Wright owner of Wright Floors, was not aware that this job had not been completed like it should have been and when it was supposed to be done. Whether it was an overlook on the individuals part not to finish it or it just completely got overlooked I do not have the answer to that. However, since I was made aware of this not being completed it has been taken care of with all trash removed and planks finished up properly. I do apologize for not making sure that this was completed the first time. As far as the thermostat being reduced, there has been other people in that house working on stuff IE painters and cleaners , realtors, so to try and say that my guys did that, I am not sure if that is 100% the case. Thank you to ******************* for his service to our great country, I too am a prior service member.

  Customer Answer

  Date: 10/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide evidence of any cleaner entering the property after 28 July 2022. I was not aware of any, nor did I authorize any to enter the premises.
  
  Second, the realtors entering the property are the only reason I knew about the incomplete job.
  
  Receiving multiple messages from said realtors about how beautiful the house is and at a great price but the house just had "too much work" needing to be done before being ready for move-in is the biggest reason we found out about the incomplete job.
  
  I emailed the company and did not receive a satisfactory response.
  
  The only response from the project manager (or whatever ***** was) referred merely to "cleaning" thr site, never acknowledging the fact that we didn't miss out on FULL PRICE offers during a market collapse had nothing to do with a mess and e everything to do with 75%-installed LVP (or similar), carpet, and several doors not on hinges.
  
  The biggest issue regarding thermostat isn't even the temperature. The issue is that the door to the upstairs was not reinstalled (because the adjacent flooring install was incomplete). That door being open allowed the cooled downstairs air travel upstairs, thus requiring the downstairs air conditioner to run virtually continuously each day.
  
  The upstairs unit was off due to the fact that it would add significant utility costs to an area constituting maybe 20% of the liveable space).
  See Attachment/File: IMG_4224

  Business Response

  Date: 11/07/2022

  You asked for proof on my part, what proof do you have that my people did what you are accusing them of doing? I already apologized for the work not being done like it should have, again if someone wanted that house and was willing to pay the price you were asking for it then to have 20 sq ft of flooring not finished for whatever reason I am sure that would not have stopped the sale of that house. Now if you got video of my guys going in there and adjusting the temp then please share that video, otherwise I am pretty much going to say this is a case that is over with.

  Thank You

  ***** Wright

  Wright Floors