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:05/21/2024

  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.

  M&M Floors refinished the hardwood floors at my home. The work was not carried out in a manner consistent with what was said prior to the work startin nor after the work was completed. On April 22nd, I requested a call with the owner to discuss the project. As of today (May 21st), I have only received email communication from the receptionist. The receptionist has stated multiple times that they are only involved with invoicing, that they were not a part of the conversations referenced, and that they are simply sending the emails as instructed. Thus, the receptionist has not been able to have a conversation about the work. I have been told multiple times that the owner would call, but I have yet to receive a call. I emailed the Company several times (April 29th, April 30th, May 8th, May 9th, May 15th, May 16th, May 20th, and May 21st) trying to get to a resolution but have yet to receive a call back.

  Business Response

  Date: 11/15/2024

  Good Afternoon!

  
  

  This is the1st time that I have heard anything about this, not sure where all the notices had been sent to.

  This customer was rude to our staff, cussed out the staff and just not a nice person at all.

  He requested $1,000.00 of his job and we accepted that offer on May 30th, 2024.  He Paid his final invoice on the same

  day.

  Please confirm that this will be marked as completed with no effect to our BBB Accreditation status and our companys public BBB rating.

  
  

  Thanks-

  **** *******

  Customer Answer

  Date: 12/17/2024

  Hi,

  I disagree with the assessment as described - Answered - the BBB has not heard back from the consumer as to their satisfaction with the businesss response, or the business addressed the issues within the complaint, but the consumer remains dissatisfied. As it took nearly 6 months for the business to respond, I would think that the consumer would have more than 10 days, especially given the nature of the complaint (i.e., lack of responsiveness from the company). 

  Please let it be known that the business did not address the issue of the complaint. As clearly stated in my initial compliant and evident by the response by the Company, I never once received a phone call from the owner nor anyone that had any experience with the flooring project at my house. I needed to discuss potential fixes and remedies. As I stated, I only communicated with ****, the respondent, who repeatedly stated she did not know any of the details of the job as she was a receptionist. I believe it is telling that she didn't respond to the BBB for nearly 6 months and stated the final notice was the first she heard of it, but yet she was able to quickly find an email from over 6 months ago. As clearly shown in that email, I did not get a chance to speak with anyone that had knowledge of the project at my house. The complaint was due to the lack of responsiveness from the company, that was never addressed. 

  ******