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:07/28/2022

  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 the initial transaction : 9/15 Amount paid to business: $5,728.77 Business promised to provide quality work and 1 year warranty - Neither was recieved The business had ameture crews in and out of our house doing low quality work. The business owner promised communication and follow through in regards to the warranty and bad craftsmanship and never followed up to repair or replace. The business has insulted my family publicly after responding to an honest review submitted regarding our experience. Estimate #****

  Business Response

  Date: 07/28/2022

  I'm sure the BBB has a trend lately of business owners who are falsely disparaged online, standing up to said parties in online reviews rebuttals. 

  We are a flooring company. This customer was difficult from the get go, claiming faults that were simply not technically possible - For Example, he took a flashlight to the joints of a particular area of *************** type flooring claiming he could see concrete through the joint.  Keep in mind the flooring in question has a 1/2" tongue extending into a groove thereby making the view through to the slab impossible. After much cordial explanation he relented as there was no visual difference in the joint spacing.

  He also claimed, having already signed our estimate stating otherwise, that he was never made aware of our use of "primed no painted" quarter round when covering the expansion gap at the wall edges. We make a point on every estimate visit to point this out as our crews do NOT paint.  In an attempt to make him happy I personally went back and caulked and painted every baseboard in the areas we replaced.  This would have cost $600 to hire a painter to do - I did myself to make sure his experience was a good one!

  He then screenshotted a ****** review in which he stated "5 Stars - Great Experience..." only to have never actually posted to ******. ( I have the screenshot if you like)

  The only issue that came up after the fact was that a transition piece had come loose.   We made multiple attempts to schedule a follow up but they had recently brought home a new born so access was sporadic and severely time limited. 

  Fast forward to 4 months later and we missed each other on 2 different call attempts (ours going to a full VM box through which we could not leave a message)

  Then 2 weeks ago he posts a scathing review and I disagreed but never insulted his family.

  Here is our ****** review exchange:
  

  Customer's review-

  Poor quality, communication and overall experience. ** hired a subpar team to install my flooring. The work was late and the dates were pushed around. EVERY room in my house now has uneven flooring that pops when you walk over it. Was told there was a year warranty on the work and now we can't even get ahold of the company. Save your time and money and find a more reputable company to work with.

   

  Our response-

  Folks just look at the numerous other reviews of our service please.While you're at it, click on this guy's name/reviews and see the owner's response to a review he left at a hotel he never stayed - *********************. I think that will tell you what kind of person this is.This same guy sent me a screenshot of a glowing 5 star ****** review a month after the job was finished, only to have never actually posted it.Not to mention the following:1- Your job required us to match your existing living room flooring - builder installed years earlier, now discontinued. So we went to work and found another builder with a surplus to make sure we could match EXACTLY. You're welcome ?2- Absent of available crews, I went back myself and caulked and painted EVERY inch of baseboard in the rooms we replaced, when you knew that was not part of the deal as is stated on my estimate signed by you. AT NO CHARGE!3. Had things not been delayed by both the arrival of your newborn and the holidays we would have been back asap to fix the then stated problem at the time - a loose transition piece.??All this "loose/popping floors" stuff has never been communicated or we would have fixed it. Now if your large pet has since chosen to urinate in the areas in question (the reason we replaced the carpet you had originally), that would certainly cause the wood in the flooring to swell and cause squeaking. However if it is the adhesive delaminating underneath, ( which is not uncommon in summer months due to the extreme condensation from constantly running the *** here's the stuff we use when that happens - ?https://www.homedepot.com/p/Fix-A-Floor-10-1-oz-Polyurethane-Repair-Adhesive-FIXWOOD010/315178713#pr...??Get yourself some, watch a you tube video an go to town,?You're Welcome.If you're reading this and you're like this guy, erase my number. I'm looking for 5 Star customers that want 5 star work.

   

  Customer Answer

  Date: 08/03/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  It is false. The business was unprofessional with the initial quality of work and has not followed through with the promise of making it right. I do not have a dog that urinates on the floor. The service was requested to replace cheap, worn out carpet The business has fabricated this lie and others publicly to dampen the affect of my review and to insult my family. Theres is also a cheeky suggestion to just "watch a ******* video" and "figure it out". There is poor craftsmanship in every room. The floor bows and pops in multiple spots throughout our home. Not to mention the thresholds that separate each room are already coming undone and are a tripping hazard. We cant afford for those kinds of accidents waiting to happen with an infant. We just wanted what we paid for and are now going to end up having to hire some one else to fix those mistakes.
  
  I am much too busy of a professional to fabricate or exaggerate my experience.
  
  Regards,
  
  
  *************************