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:02/23/2025

  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 were working with Central Virginia Residential Services (Charles Grandstaff) to finish our basement in 2024. We signed a contract that outlined the budget for materials including $4 a square foot for flooring. The contract included a warranty clause that states the contractor would replace or repair defective materials at their cost. Charles purchased and ordered the flooring materials on our behalf and installed the floors in July 2024. The floors were within the budget limitation in the contract.
  
  In September, we began having issues communicating with Charles. He began a new project and had left finishing work undone. In addition, a stretch of hallway in the basement was not installed properly and needed to be replaced. Charles came on a weekend to repair the floors while we were not home. When we arrived we found the patched floors were no better than before. After sharing our dissatisfaction, he said he was too busy we agreed upon a price to pay someone else to finish the work. We signed a Mutual Release of Liability for that stretch of floor and other minor concerns only and Charles paid us $3300.
  
  We hired a flooring company to come repair the hallway and when they arrived in November 2024 they refused the job, noting that the surrounding areas of flooring were defective. They, and since then 2 other experts, said we needed to pull up the entire floor to completely redo them. We saw that the floors were gapping, cracking, and unleveled in many other areas not covered by the Mutual Release of Liability. Charles became defiant stating that we chose faulty floors and that it was our fault. He originally asked to come see the floors himself but has since refused to respond to our efforts to work together. Our last contact was in November, despite us reaching out in multiple ways.
  
  We are going to completely redo the floors in carpet to eliminate issues in the uneven floor and save costs. Total repair is $10,776.

  

  Business Response

  Date: 02/27/2025

  I appreciate the opportunity to respond to Ms. *****’s concerns regarding the basement flooring installation. Below is a factual timeline of our engagement and the resolution process regarding this matter.Project HistoryOur company has had a longstanding professional relationship with Ms. *****, completing multiple projects over the course of 2023 and 2024:December 2023 – Contract signed for $17,700 to remodel a bathroom.April 2024 – Two additional contracts signed: one for $53,500 to remodel a bathroom and another for $15,000 to finish the basement.Until October 2024, there were no reported concerns or disputes regarding the quality of work performed.Issue with Hallway Flooring & Agreed ResolutionIn October 2024, Ms. ***** contacted us regarding an issue with the hallway flooring in the basement. After review, we acknowledged a mistake in the installation of that section.We advised Ms. ***** to obtain estimates for repairs.Ms. ***** received quotes and indicated $3,300 would be sufficient to resolve the issue, as confirmed in written messages exchanged between us.Despite initial concerns about material availability, Ms. ***** ultimately signed a Mutual Release of Liability on November 14, 2024, covering the hallway flooring and related minor concerns.Ms. ***** subsequently cashed the $3,300 check on January 6, 2025, finalizing our agreed-upon resolution.Post-Settlement Requests for Additional CompensationMs. ***** informed us that ** ********—the supplier of the original material—was unable to provide replacement materials.She also stated that other flooring contractors refused to take on the job.Following this, Ms. ***** requested additional funds, stating that her previous quote was no longer valid.From our perspective, the agreed-upon resolution was fully met when Ms. ***** signed the liability release and cashed the check. She was provided the exact amount she requested to address the flooring concern, which she accepted as settlement.While we regret any further complications she may have encountered, our obligations under the contract and the signed release have been satisfied.