Complaints

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• Initial Complaint

  Date:01/27/2025

  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 hired ****** to remodel our kitchen and install *** flooring. We started the process of demo in December 2022. They were paid $49, ****** for this job. They subcontract out the cabinets, floors, electrical and ****** son and another do the demo and smaller items. We have called *** **** out to look at the floors and have sent pictures. The subcontractor of floorings was ***** Flooring located in ********, **. ***** ***** has been to our house to fix the *** floors in the kitchen under the area by the sink at least 2 times. The flooring was cut too short and it's a floating floor it moves until there is a large gap showing the subfloor under the sink doors. The installation of the flooring cost was $5,700.00 and the flooring sales was $6,100.00. The week of December 16, 2024, ****** sent out someone to fix the leaking sink for the 3rd time and called *** ***** *** **** asked him to look at the flooring then and tell him what he thought. He told *** **** "It is not up to standard." We have called ****** and left messages for ****** the remodel coordinator, she does not return our call. Prior to this we are told to contact ***** ***** whom we do and receive no call backs. The last visit from ***** he said that this happens all the time because it is a floating floor. It is NOT like this anywhere else in our home but under the kitchen sink doors. *** ****** sales pitch was he makes sure to make things right. NOW we want our floors fixed correctly to stop having this problem.

  Business Response

  Date: 02/13/2025

  The customer was informed prior to installation of the flooring chosen that we recommended putting another layer of luan/plywood down as their existing subfloor was not as thick as we were used to working with. They declined to do so due to pricing.  Having the thinner subfloor also meant that the floating floor didn't' have anything as a backstop under the baseboard so it was moving more than it should have.  We have had to make multiple trips out to make floor repairs due to this. We have to the best of our knowledge found a fix and have done so. 

  In regards to the sink/plumbing the customer required/chose a speciality sink that allowed her trash can to be under the sink. The sink came with it's own brand of basket strainer.  When we first received the call that there was a leak we went to correct and wanted to use our standard basket strainer used on all of our other remodels but the customer refused. They would only except the same brand as the sink. We ordered a replacement and installed that per their request. The second strainer also leaked. We again told them we would install one of ours but they refused and called in their own choice of plumber. We do not know who that was or what they provided to the customer. 

  We did send the customer a check in the amount of $150.00 to offset the cost that we assume they would have paid to the plumber. 

  We consider this case addressed and closed.