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:01/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 July 15, 2022 carpet installers came to install 4 rooms of carpeting and move furniture out of the rooms. They were asked to lift the top of my two piece entertainment center to the carpeting in my dining room and the base to a rug in my foyer. They lifted the top piece properly but instead of lifting the base of the entertainment center onto my rug, they decided to slide it 10 feet across my foyer's hardwood floor on 8 plastic sliders causing over 60 feet of linear scratches and gouges. It has now been over 6 months since this occurred and ***********'s has yet to file an insurance claim. I have asked them to provide me their insurance information and they flatly refused which violates state law. They have bullied me and insulted me and have sent me late notices with additional interest even though they have yet to address the damage of my floor.

  Business Response

  Date: 01/30/2023

  Good morning, our response is as follows on this matter....

  
  

  We were contacted by the customer that our subcontractor for his installation had put a minor scratch, which could be buffed out, in his floor. We sent another subcontractor to look at, evaluate, and give us his opinion on the repair of the scratch. We offered that amount to the customer to have it fixed if he wished. We explained to the customer the age of his floor and all the other scratches and dents in his floor that were there previous to my subcontractor arriving, were not on us to repair. The minor damage to the wood floor and the age of the floor was not our responsibility and that we would only offer the cost of repair of damage done by our subcontractor.

  
  

  In summary, we offered a settlement of what the cost to repair only the damage done by our subcontractor and not to refinish his entire floor to pristine condition that he's looking for, that was not there before we came. Simply the customer is trying to get more out of or try to take advantage of a small business that is not owed to him more than the cost to repair the minor scratch caused by our subcontractor. He wants his entire wood floor refinished at our expense which is simply unfair. We again offered a fair settlement on what the repair would be just for what we caused, not his entire floor, that was not pristine before us and had scratches and dents in the floor in multiple areas.

  
  

  PS the customer never signed the contract we asked for as well as give us the full down payment of 70% required per our estimate details.

  
  

  Thanks.

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There isnt one shred of truth in their response.  I have over 60 feet of scratches and gouges that were made by their installers sliding my furniture on 8 plastic sliders across 10 feet of my floor.  Many of those scratches are into the wood surface itself, not just on the polyurethane layers.  Their own inspector admitted this was the case as well.  He did see one small scratch that wasnt from the installers a couple of feet away but everything else was from them.  Here is an excerpt from my original email I sent Walgenmeyers on the day of the damage so you can see how effortlessly they lie: Here are some photos of the multiple scratches that were created in our hardwood floors by trying to use sliders under our entertainment center base versus just lifting it to a runner rug I provided.  I then provided three photos.  I could have sent 15 but I knew someone would need to inspect it anyway.  The attached pictures show the minor scratch they refer to.  The last photo shows the pattern of damage as they slid it across the room.  Many of those dots have multiple scratches on them as my other photos show.  The closer you zoom in, the more scratches are revealed.  Some have 6-8 scratches in unison.  The arrogance to blatantly lie and try to play the victim is how bullies succeed.  They have continued to stonewall me and refused to disclose their insurance company information which is required by state law.  I understand their motivation because any insurance adjuster would see the same damage that I am describing and they would also understand that these scratches cant be buffed out.  They must be sanded to the bare wood due to their depth.  They also know that you cant spot repair a hardwood floor because the color and sheen of both the wood and the polyurethane layers would never match the surrounding area.  Walgenmeyers knows this as well.  They just hope nobody else understands that.  Did you notice they never addressed the fact that they did not share their insurance information with me?  They know they are breaking the law but they cant make up any lies about that because there is nothing stopping them from doing it!  The remainder of my floor is in great condition for being 18 years old and if not for their damage, the last thing I would want to do is have my floor refinished.  I dont want the hassle with moving appliances and furniture or the horrible saw dust that will be everywhere.  I also will be unable to walk around my house for almost a week. And yet Id still end up with a floor that looks basically the same!  They are legally obligated to restore my floor to the same condition it was before they damaged it!   Ive had 4 hardwood contractors inspect my floor to give me their opinion.  ALL of them said exactly the same thing.  Given the size and extent of the damage, they would only consider the repair if the entire floor was sanded to the bare wood and then a sealer and multiple polyurethane layers placed on top of that.  When I mentioned if buffing were an option, they all laughed.  Just a guy trying to pull a fast one on youone said.
  
  They never offered me a contract which is why they dont have one.  How ignorant for them to say I never signed a contract that they offered me!  Who is going to do a job if the customer refuses to sign the contract?  How stupid do they think you are to say this?Because they never gave me a contract, they are also violating state law to try to collect interest on my remaining balance without proper prior disclosure.  As for their deposit request of 70%, I have never in my 45 years of working with contractors seen one require 70% up front.  I asked if they would make an exception to their policy and allow 50%, and they agreed, so we moved forward from there.  Now that I have a better understanding of the way they do business and how they treat their customers, it becomes apparent why they ask so much in advance.
  
  Where do we go from here?  Please tell me there are consequences for their actions
  
  Regards,
  
  *********************