Complaints

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• Initial Complaint

  Date:05/31/2024

  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.

  My house had water damage on 8/28/2023 that damages the oak wood floor. As part of repair work, I had quote of $34,145 to get the repair work done properly on a custom built home. My **************** (a *********************** got their own quote from TradePro for the repair work as well. TradePro undercut the price ($14,540.89) for the repair so that they can get the contract. This resulted in **************** refused to pay more to get the job done properly. I was forced to use TradePro with the fear that if there are any additional/potential damages will not be covered by my insurance. TradePro contracted out to ***************************** to do the work. Here is the timeline of the work:11/2/2023- TradePro subcontractor started doing the flooring work. Work near completion when they found that they s**** up and there was a 1" gap. So, they had to demoed the entire floor and restarted the work.11/13/2023- TradePro subcontractor came back and started the work again.11/21/2023- Floor work completed around 5pm. TradePro subcontractor recommended we don't move back into the house for at least 72hrs in order for oil-based to dry and for polyurethane smell to go away. 11/24/2023- Family moved back into the house.1/15/2024- provided feedbacks on the repair work to both TradePro and the subcontractor 2/12/2024- TradePro sent out independent inspection contractor (*************************) to survey the floor.3/14/2024- TradePro shared the inspection results from ****** that basically confirm all the problems that I saw.3/19/2024- 5/14/2024: TradePro tried to negotiate a settlement with me. Though, the settlement is very little and does not reflect the extend of the work needed to get the job done properly.Estimate Settlement needed to correct the problem:$34,145.21 floor work+ $2100 (family relocation during repair) + $1000 to fix damages to cabinets= $37,245.21

  Business Response

  Date: 06/07/2024

  tradePRO manages a repair network of independent contractors across the country. tradePRO dispatches assignments to those independent contractors and works with the homeowners, the contractors, and the homeowners adjusters, where appropriate, to arrive at an agreed upon cost of repairs.

  tradePRO received this flooring assignment on 9/19/23 and dispatched the assignment to independent contractor ****************************** Mitigation was involved prior to our involvement and demolished the damaged hardwood in the kitchen. Upon inspection of the continuous solid hardwood flooring, we were able to confirm the flooring could be repaired and did not require a full replacement as the insureds contractor wrote for. The full replacement estimate is what lead tradePRO to being assigned the claim for a second opinion/competitive bid. tradePRO wrote a repair estimate in the amount of $17,106.57 to put the home back to pre-loss condition and the insured moved forward with our flooring provider ******************************

  During the course of repairs, the insured opted out of having some line items on the estimate performed which resulted in a reduction of $2,820.66, totaling $14,285.91 for total work performed. Flooring work started 11/2/23 and was completed 11/21/23. On 1/18/24 tradePRO service issue/warranty department received information that the insured was not satisfied with the repairs and ***************************** was formally notified that same date. On 1/19/24, ***************************** advised they were scheduled to meet with insured on 1/22/24 to do a walkthrough and review their concerns. On 1/24/24, tradePRO service issue warranty department contacted insured via phone call and confirmed flooring provider met with them and reviewed concerns.The flooring provider was, and still is, willing and able to address the repairs, however the insured notified both tradePRO and the provider that he did not want to relocate from the home again and wanted to do a settlement instead so he could use a contractor of his choice.

  On 2/12/24, a 3rd party flooring inspector was sent out to inspect the insureds concerns and provide a formal report on their findings. On 3/14/24, the completed inspection report was received and provided to the insured and provider. Inspection report findings confirmed there were application issues and the issues could be addressed with a repair solution of sanding and refinishing the floor. The provider was, and still is,willing and able to handle the repair, however the insured requested settlement in lieu of having repairs completed.

  tradePRO built a repair estimate to address the installation issues and this was provided to the insured on 4/16/24. Insured immediately declined the settlement amount and provided their contractors original full replacement estimate as justification of cost of repairs. On 4/18/24 tradePRO advised insured that after review of the file and issues, and speaking with the 3rd party flooring inspector, the flooring can be sanded and refinished again. tradePRO politely reiterated that,with the inspection results concluding that the issues can be resolved via a repair, we would not consider a full replacement as a reasonable solution at this time.

  Between 4/16/24 and 5/15/24,tradePRO and the insured negotiated, and an updated repair estimate was built and provided to the insured on 5/14/24 which included funds to address alleged cabinet damage. On 5/15/24 insured advised tradePRO that they do not agree and will escalate the matter. Overall, tradePRO believes that a fair and reasonable offer to settle the issues has been provided to the insured.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21786055
  
  I am rejecting this response because: From the floor inspection report,there is no place where he just recommends re-sanding and refinishing the floor is sufficient.  TradePro should reread the inspection report to fully understand the damages done.  Anyhow, there are multiple issues with the repair work.  Staining, refinish and re-sanding issue which I agreed could be fix with re-sanding/refinishing/and re-staining. However, the wave issue that is due to replacement materials and over sanding (per inspector report)and cannot be resolved by refinishing the floor some more.  Also, there are over-sanding of the old wood area causing unevenness cannot be resolved by re-sanding some more and refinish as wood floor can only take so much of re-sanding/re-finishing before it needs to be replaced. I've attached 2 extra pictures to show the over sanding part.  I do have the inspection photos as do TradePro.  However, I cannot attached here due to file size limits.  The only resolution is to replace the entire floor as the old wood has been aggressively re-sanded already.  Finally, the settlement amount was not enough as cost is too low and did not include family relocation cost when work is performed. My asking price has already factor in all of this estimates.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/14/2024

  tradePRO has received both written and verbal confirmation from the 3rd party inspector that the floor should be able to be repaired with a sand and refinish and the floor is suitable to withstand another full sanding. The inspector has not advised that a full replacement is necessary to address the installation issues. Attached is an email correspondence from the inspector.
  
  Regarding insureds request to include additional living expenses/family relocation in the settlement, insured was advised that any ancillary items as such are not covered under the tradePRO 5-year Installation Warranty. tradePROs warranty only covers the floor covering and installation,therefore our settlement will only be for flooring repair items. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21786055
  
  I am rejecting this response because: the email that TradePro provided from the inspector failed to list out the concerns that I have regarding oversanding areas and how to fix it so that it  will align evenly where wood boarder the marble flooring.  There is no way to align that except to replace them. If just sanding that part will cause a gap and a drop down which will devalue the flooring work 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/02/2024

  The certified flooring inspector advised that the installation issues with the flooring can be corrected with a re-sand and finish. In addition, under the Applied Industry Standards section of the inspection report, the inspector includes NWFAs definitions, causes, and cures to reference the issues they saw with the flooring repairs. Attachment provided with this response direct from the NWFA's publication. tradePROs decision and settlement offer have been based on the report of an independent 3rd party certified flooring inspector.  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21786055
  
  I am rejecting this response because: I read through the document provided.  I guess you are talking about dishout/shellout where certain places get over sanded than other and the fix is to sand it at some angle to mitigate the problem.  However, this does not address the over sanding in areas where the wood transition into marble area around the fireplace.  If you continue to sand it down to fix the dishout/shellout issue, you will create a step down transition between the marble and the wood.  This is unacceptable as my original floor was suppose to be flat with the marble to wood transition.  From the previous picture attached, you've already seen some step down gaps between the marble and wood transition part and it looks terrible.  If you still not clear, you need to get the inspector out to look at it again but don't beat around the **** and say re-sanding again will fix it because it does not.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/16/2024

  The wood transitions/opposite directional pieces adjacent to the marble were not flush to begin with. Attached are photos from our providers initial inspection of the home/floors in this area. As pictured, we cannot see 100%of the pieces against the marble due to the masking that was performed prior to our visit, but in the areas that are shown, the wood was not flush or level against the marble. Due to the thickness of wood and its ability to be resanded multiple times, the flooring would not sit flush or level with the marble after a sanding. Furthermore, even if new/replacement wood was installed, unless the replacement wood is thicker than the marble and wear layer is sanded down to level with the marble, the wood may not ever sit perfectly level to the marble.  To request replacement of the wood so that it is level with the marble in the home as well as requesting levelness between two different flooring materials is not a realistic expectation or resolution. Our settlement offer remains as previously discussed.