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:03/07/2025

  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.

   
  Complaint: 23037104
  
  I am rejecting this response because:  **** called me and said that he is going to install the missing moldings when he gets the correct stain and make corrections.  However, he did not give me a date as to when this will be done.   I will let you know when and if the work is completed.
  
  Sincerely,
  
  ****** ****not hear back from him.

  Business Response

  Date: 03/11/2025

  People are trying to find the stain. The plank needs replacing I have not seen the issue . We have been out several times to look at some of the issues and they have been addressed. The employee that made these mistakes does not even work for us anymore. We are trying to fix the items that need corrected but we are trying to schedule it in. 

  Business Response

  Date: 03/13/2025

  Not exactly sure why we need to communicate through the bbb but we have scheduled the job Wednesday at 9am. We have texted this information to the homeowner. Any and all repairs will be completed. There is no issue here with willingness to help, repair, complete anything he needs. We are communicating and scheduling. Im not exactly sure what more can be done to accommodate request at this moment.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23037104
  
  I am rejecting this response because:  I will not be satisfied until all corrections are made.  This contractor said he would send workers before, but no one showed up.  So, I will see if someone will show up to fix and complete the work.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/16/2025

  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.

   
  Complaint: 22948298
  
  I am rejecting this response because:

  I sent several emails and texts to *** ********** starting on October 30, 2024 through November 5, 2024 to try and come to a resolution to replace the water damaged hardwood floor and he did not respond to any of them. On January 6, 2025, *** ********** blocked my phone number from sending him texts.
  
  *** ********** states that he agreed to replace the hardwood floor to match the existing but then he has refused to do that work.
  
  The subcontractor that *** ********** sent to replace the floor, ND Floors, told us it was a factory finished floor. We knew this wasnt true as we built the house and knew that the floor was a finished in place hardwood floor. We tried to do some research on ND Floors and discovered that they do not even have a website. This troubled us, plus the fact that he insisted the existing floor was a factory finish floor didnt leave us with much trust in how the project was going to turn out.
  
  When it became apparent that *** ********** wasnt going to do anything to replace the water damaged floor, we requested quotes from three different hardwood floor contractors and they all stated that the existing floor was a finish in place floor, not a factory finish floor. For some reason, *** ********** cannot accept this fact.
  
  We gave *** ********** multiple opportunities and plenty of time to move forward with replacing the floors with a finished in place floor but when he stopped communicating with me, I had no choice but to move forward with getting the floor replaced. We were tired of living with plywood floors in our house.
  
  Whether we were home or not, the water leak was ************** responsibility. He should not be trying to blame us for his employees bad installation. The damage would have been done whether we were home or not.
  
  The licensed plumbing contractor (contact information available upon request) determined that the valve, furnished by *** **********,was a good valve, but the installation was done incorrectly. The plumbing contractor told me that *** *********** employee did not clean off the copper pipe correctly (he left a line of solder) before he installed the Shark Bite valve and the valve rubber O-ring seal did not seal correctly. I can send a picture of the pipe showing the line of solder that needed to be removed before installation of the Shark Bite valve. Regardless of whether it was a bad valve furnished by *** ********** or a bad installation by one of *** *********** employees, he is responsible for all of the damage.
  
  *** ********** refused to send a claim through his insurance company and elected to do the repairs on his own. Now that ************* has refused to reimburse me, on January 10, 2025, I filed a claim with his insurance company, ************************************** ************* did not file this claim with his insurance company, I had to do it.The claim Adjuster I am working with, *** ***** ******, has been trying for over a month to make contact with *** ********** but *** ********** does not respond to *** ******* *** ********** is ignoring the attempts by his own insurance company to contact him. This is not that complicated of a claim that it should have taken this long.

  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/16/2025

  I am aware of the conversation and his desire for reimbursement. In now way has anyone not wanted to communicate with him. We have repaired everything we agreed to. We also agreed ti fix the floor and replace it with something thats the same. The reason we have not repaired the floor was because the replacement he was seeking was a hardwood floor that was stained in place. 
  I brought in a subcontractor that has been installing only hardwood floors since 1996. This contractor is licensed bonded and insured and has done many high quality projects and came highly recommended. 
  The subcontractor took a piece of the floor from the homeowners house and determined a replacement. I was more than happy to pay and replace the floor with that product because it was equal to quality and value as the one in ******* home.

  The homeowner was not satisfied with that option and proceeded to hire another contractor at a much higher amount. We have never said we wont pay for the damages. We have made all repairs other than the floor. 
  We could have avoided this entire incident if the homeowner hadnt left for two weeks during the remodel.employees make mistakes and this applies to all companies not just ours. We stand by our work and have never not done everything we can to make fixes. At the time we had no access to the job site while he was gone so we had no way of knowing this had happened.  The homeowner had a faulty ball valve that was repaired after the incident l. If the ball valve was working properly this would not have been as big of an issue. This information was given to me by the license plumber. The same plumber that fixed the ball valve at the homeowner home after the incident.
  My business insurance is doing everything they can to give the homeowner an appropriate reimbursement. Nobody is willingly ignoring him or not trying to find a solution to this. The process is slow and out of my control but we are doing everything we can to make this right.

  Business Response

  Date: 02/25/2025

  First of all I did not block ****** ******. That is simply untrue and hearsay. I have responded to the adjuster and have left him a voicemail with no response from the adjuster to me. These claims of me ignoring the adjuster is also untrue and hearsay. The valve I was referring to was the ball valve located in the basement.The faulty ball valve would have shut the water down in the homeowners house but it was faulty. The homeowner acknowledged having this issue due to the fact that he hired and paid the plumber to fix it. We had instructed the homeowner to keep the water off to avoid any issues that can be possible during any construction work. I agreed to replace the floor for a similar floor similar to what the homeowner had. What they paid for was an upgrade to what he had before. The business number is on ****** and I have responded to his emails. We have done everything we can to fix any damages. The process is slow and we are not in any way trying to evade communication with the homeowner. I am sorry that this happened but nobody intended for anything bad to happen. Lack of patience and understanding of the situation doesnt constitute making assumptions about my lack of willingness to help or remedy the problem. To suggest we are ignoring him is completely false and say I havent responded to the adjuster is also false. Our contract information is online like it always has been. I am doing everything I can to resolve this issue but I do not have control over the response from the insurance themselves. Especially when the insurance has millions of claims in the winter months. 

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22948298
  
  The valve that Mr. ********** is referring to, is the main water shutoff valve to our house, not the improperly installed shutoff valve in the bathroom. Im not sure why Mr. ********** is trying to confuse the issue by bringing up the main house shutoff valve. The main house shutoff valve did have a slow leak and I did have it replaced. If his employee had correctly installed the shutoff valve in the bathroom, there would never have been a problem and the water damage to our house would not have occurred.
  
  Mr. ********** never told us to shut off the main house water valve, which would have been irrelevant.
  
  Mr. ********** did not file the water damage claim with his insurance company, ********************************* (a subsidiary of ***************************** *****). I initiated the claim. After filing the claim on January 8, 2025, I was in contact with Mr. *** ******, the ***** claim adjuster, via email. Mr. ****** told me several times that he had reached out to Mr. ********** and that Mr. ********** had not contacted him, copies of emails available upon request. Finally, on February 25, 2025, Mr. ********** contacted Mr. ******* A 6-week lack of response from Mr. *********** in my opinion, should be considered ignoring.
  
  Mr. ********** continues to state the false narrative that we wanted an upgraded finished in place floor. The original floor was a finished in place floor not a factory pre-finished floor. All (3) hardwood flooring contractors that we had come look at our floor stated that the existing floor was a finished in place floor. We are the original owners of the house and we know that it was a finished in place floor.
  
  Mr. ********** has done nothing to repair the damage to our floor that his employee caused. I tried for months to get him to make the repairs and he ignored my requests, copies of emails and texts available upon request. On November 5, 2024, I gave Mr. ********** a final notice via text and email to let me know what he was going to do to repair our floor and he never responded so I moved forward with paying for the repairs myself.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/03/2025

  We had a contractor come look at the job. He determined the specifications of what was there, based on the sample and label on the floor itself. 
  We did not ignore anyone. We instructed the homeowner not to turn on the water. That request was not followed. ******* son in law mentioned to me and others that he turned the water on to use the bathroom. That action caused the lines to be pressurized and the valve to leak. I understand that there is a disagreement on the cause. But in no way am I ignoring or not trying to remedy the situation. Just because someone owns something doesnt mean that there story is true and that they become an expert evaluator. I am basing my opinions on a professional hardwood specialist information only, not my own personal feelings. There is no definition of what is considered ignoring based on a time period. In fact I was doing what I could to find a solution. Its very simple. Instructions were given to not turn on the water. The water was turned on. Home owner left for 2 weeks and we were denied access to the residence during that time frame. We would have noticed the leak and solved the issue. Im not trying to change the narrative its very straight forward and clear. Im not trying to be difficult but it should be a fair solution.

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22948298
  
  I am rejecting this response because:

  This complaint is not that complicated, there are two indisputable facts that make Mr. ********** responsible for the water damage to our house.
  
  The intent of the valve that Mr. *********** employee incorrectly installed was intended to stop all water flow at the end of the pipe in our bathroom remodel. Had this valve been installed correctly, there would have been no damage done to our house.

  
  The hardwood floor in our house was a finished in place floor, not a factory pre-finished floor, as Mr. **************************** See attached for statements from the three professional expert contractors that came to look at our floor. Feel free to contact any of these professionals to confirm.

  
  Sincerely,
  
  ****** ******