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:01/11/2023

  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.

  On November 11, 2022, I paid NW Integrity Flooring (****) $3,615.46 transaction ID ******** for tile, end caps and installation in my finished basement due to water damage in my first-floor leak. Originally, I was going to complete the removal of existing tile so I could have **** cover the entire space to include the hallway, and closet (Not Bathroom or other two offices). I was unable to do so because I did not have the correct tools to do it. **** advised me that it would take approximately 6-8 hours to complete, they would also take care of removing baseboards if needed and remove the old carpet and they also stated they had an electric tool to remove tile that they would be utilizing. Because they informed me it was going to cost $95 hr I had to think about it but eventually agreed. On 08DEC22 **** sent *** (later determined to be a subcontractor) start the work. The individual did not have an electric tool to remove the tile with him. When he finally stated he was complete with everything the end result was less than satisfactory and I don't believe he knew what he was doing at all. The whole basement looked terrible and the removal of baseboards was horrendous and looks like garbage, installer's trash, caulking gun left behind. I was sent a final invoice for the work before the job was even done. I was charged for several things I was not aware that I was going to be charged for. They charged me for 22 hours of labor ($2,090.00), Dump/Disposal of Tile and Leftover Carpet ($300.00), Remove and Replace Baseboards ($248.00). I originally agreed to pay for $95.00 hr for labor for 6-8 hrs only. I never signed any agreement of any of these charges and was not advised at the beginning they were going to charge me, or I would have done all those things myself. I also posted a review for this company on Yelp.com and somehow it was removed. This company scams individuals and what I want to satisfy is what they originally promised an invoice for 6-8 labor.

  Business Response

  Date: 01/19/2023

  The homeowner contacted our business Sept 26, 2022 because there was a flood and they hadhardwood floors that needed to be refinished. We worked with them to find a time to take a look at the damage and measure to get them an estimate in a timely manner, while there they also decided that the basement damage should be looked at and we measured to replace the damaged carpet with new carpet.We had 2 separate estimates to them by October 3, 2022 one for the hardwoods and one for the carpet.November 1, 2022, they wanted to look at getting a floating floor in place of the new carpet downstairs to replace the carpet and a tile area they had.We had to go out and remeasure, at no charge, to include the tile area, drywall contractors were there at that time replacing the ceiling from the flood damage on the floor above. We got them a new estimate by November 3, 2022.We were contacted by the homeowners on November 9, to ask what needed to be done to proceed, we let them know we request a 75% deposit as the approval and to get materials ordered, but they had not had a specific material picked out yet.On the 10th the family came in and took samples home, and asked at this time how much it would cost if we pulled up the tile instead of them and were told the hourly rate of $95 for the time it took. The homeowner was adamant that he would be doing all the pull up and prep work himself, but wanted the estimate to now reflect the flooring choice, so our estimate included materials, installation, freight/delivery and a line for any small prep work that might be necessary at $95/hr that was blank just so they would be aware of the possibility of any work to fix unknown damage or blemishes to the sub floor, the total of the estimate being $3615.46. They decided to pay the estimate in full on November 11th. On November 29th we got a hold of the homeowner to let them know we had the materials and wanted to know when a good time would be to drop them off so they could acclimate and be ready on the job site at that time the homeowner stated he was not able to take up the tile and wanted to know when we could get someone out to do that. On December 3rd we delivered the materials and the homeowner, the installer and the owner of Northwest Integrity Floors, had a meeting at the home to look at how much of the tile still needed to be pulled, the homeowner had pulled about 2ft of the approximately 200ft pulled up and mentioned that it took several hours, it was reiterated that it would be $95 an hour for the work, and seeing as it took him several hours to do a small portion it could take 2-3 days, or there was a possibility to use a power tool to make the job quicker, but it would be used at the discretion of the installer. The homeowner wanted to be present while all the work was being done so the installer agreed to begin work on a Thursday so he could work through the weekend and the homeowner didnt have to take as much time off work.Work began December 8, 2022, the installer began pulling the tile up and used his best judgment that using a power tool would damage the floor and opted to do the work by hand. We had contact with the customer and the installer during the process. December 12th we sent out an invoice for the work and got a call from the homeowner. On the phone he was upset with the cost because it took the installer 22 hours and said that we should have hired a team if we were going to charge that much, we let him know that even if it took 2 people 11 hours it would still be a total of 22 hours of labor - it was also broken down that this included time prepping the surrounding areas prior to the pull up to prevent slivers of tile getting anywhere, the pull up and clean up after, with a large portion of the time being spent sanding down (with a specific diamond sander) excess mortar to get a smooth surface in order to lay the new flooring. It was discussed by the homeowner on that phone call that the work was done well, and he was there for duration of the work and knew that it was difficult work as he had not been able/willing to complete the pull up himself, the main concern was having a large bill during the Christmas season and we tried to accommodate that by offering them to make payments and we could work out a payment plan.Later that day we received an email stating that the installer had not cleaned up, and the job looked terrible opposite of what we had heard from them on the phone that morning. The installer had left tools there and had some clean up to do still and was out there same day to do so when the homeowner was there, as again, he wanted to be present when the installer was there. Our next interaction with the homeowner they were telling us that there were huge holes in the wall and sent over pictures, the installer had told him that the drywall was damaged from the flood and ripped when taking off the baseboards, this happened prior to any conversation we had with him, but came up after we had tried to accommodate a payment plan when their initial main concern had been paying a large sum in December. This homeowner still has not paid for the remainder of the work.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18641472
  
  I am rejecting this response because: I was never contacted by the company I hired to complete the job nor did I know the individual was a subcontractor doing the work. The individual doing the work never mentioned any concern about the tool damaging the floor if he used it. The subcontractor failed to use the tool because he wanted to raise the hours of labor. I was never notified removing the baseboards would cost, the removal of debris would cost anything. I am willing to pay which I expressed numerous times via email 16 hours of labor and that is it. The subcontractor advised the company the ******************************************************** to verify. The job is still not 100% complete and still looks terrible. The subcontractor knows he got one over on them because he has refuses to return their phone call per emails I received from them company. if I do not receive a new invoice as directed to them numerous times then they are choosing not to get paid. It is not my fault they were ripped off by a subcontractor they hired. If they would have contacted me prior to payment this could have all been settled.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/06/2023

  As it was stated in the initial response, we had phone communication with the homeowner on December 12th where the 22 hours of labor was discussed - the only complaint about it was the cost and not that it wasn't 22 hours of labor. Discussion about the pull up of the tile was that it was based on the time and given that he had a hard time with it it could take 2-3 days. Because the homeowner had planned to do all the prep work himself, we hadn't included such things on the estimate. Dump/Disposal is always added to and pull up/tear out. Work was discussed with the homeowner as the prep he would have to do - including removing the baseboards, with him not doing the work himself that was then something that fell on the company. As for the Yelp review, I don't believe it is possible for a company to take down a review, and no one at the company has logged into our yelp account in many months. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18641472
  
  I am rejecting this response because: provide me an invoice for 16 hours only and it will be paid. No further charges were ever discussed before, during or after work was done until I received the final invoice. The company should have contacted me as well regarding hours conducted before paying the individual. I have had numerous people over to look at the work and were all embarrassed for your company and knows you should be ashamed. Send me the invoice like I said for 16 hours and it will be paid. You having to pay rent and your employees is not my concern and just shows another reason your company knows nothing about running a business and should have never been mentioned in an email. So you are aware someone did take it down and it would have only been taken down upon request of someone in your company. Send me the correct invoice and this will all be over. Overall work was mediocre at best and I have to fix something your subcontractor damaged, both the wall and entertainment stand.
  
  Sincerely,
  
  ***********************