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Consumer Complaints

BBB Accredited Business since 05/31/2012

Accel Unlimited, LLC

Phone: (704) 932-3598

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
12/14/2015Problems with Product / Service | Read Complaint Details
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Complaint
Bamboo flooring was installed with improper moisture barrier causing moisture damage after only 18 months.
In March 2014 Accel Unlimited installed our bamboo flooring by gluing it on our cement slab. The installation was very poor quality to begin with but they attempted to correct the worst of the issues. Now a great part of the flooring is showing moisture damage & we have been told by xxxxx that the glue they used to install it is not sufficient for moisture protection. At no time did either Accel or xxxxx mention anything about additional moisture protection. The installer's paperwork shows that they began installation on March 10, 2014 but the moisture test is dated March 11. By that time the floor was completely installed other than the trim & details. As professional installers, if an additional moisture barrier was required, it should have been brought to our attention BEFORE any installation took place. Their warranty is only for 12 months & it is now 18 months later so they claim they are not responsible.

Desired Settlement
We would like these floors removed & correctly re-installed with a proper moisture barrier to prevent this from ever happening again.

Business Response
MOISTER READING WHERE DONE ON FLOOR PRIOR TO INSTALLATION AND READING CAME BACK BETWEEN 7-9 PERCEN Description
xxxxxx Hardwood Flooring Adhesive
is a one-part, trowel applied, moisturecure,
urethane adhesive; this advanced,
scientifically-formulated adhesive does
NOT contain any water. Once cured,
xxxxx is waterproof and is not
adversely affected by exposure to
moisture or water; its superior properties
provide a tough, flexible, tenacious
bond to a variety of surfaces. xxxxx
elastomeric characteristics allow the
adhesive to move with the wood as it
expands and contracts over the life of the
floor.
xxxxx may be used to adhere all
dimensionally stable engineered, acrylic
impregnated, solid plank-flat milled,
shorts, bamboo and parquet hardwood
flooring designed and recommended
in writing by the hardwood flooring
manufacturer for glue-down applications.
This adhesive can also be used to
install plywood as described, as well as
ceramic tile, marble, and stone inlays
for light commercial and/or residential
applications. xxxxx may be used over
all properly prepared substrates common
to hardwood flooring installations,
including: concrete, plywood, particle
or chip board (underlayment grade),
well-bonded vinyl and ceramic tile,
cement backer board, gypsum patch and
underlayments (dry, above grade), cement
patch and underlayments, radiant-heat
flooring, and properly prepared xxxxx

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
xxxxx disputes the moisture barrier properties of this glue. Also if it does serve as a moisture barrier & there are multiple areas of the floor that have moisture damage, it must not have been installed properly since it has only been 18 months & you have said the moisture levels were fine. The installation was sub-par from the start & we had to have someone come out & attempt to repair as much as possible without tearing up the whole floor. I still find it odd that the moisture test documentation states it was done on 3/11 but the floor was installed on 3/10.

Final Business Response
xxxxx which can be used on concrete as I previously showed from xxxxxx website
I upheld my warranty period of 1 year
I no longer work for xxxxx
So there is nothing I can do
And xxxxx sold her xxxxx knowing she was on concrete because u can use xxxxx
There is nothing else I can do

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We will be getting an independent inspection and if necessary, contacting an attorney.

03/26/2015Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Accel has not up held their warranty work from the installation of flooring
I used accel to install wood flooring in a house that I purchased in Nov 2013. I have spent over 10K for the flooring and labor. After flooring was completed I had 1 year to notify them of any warranty or craftsman ship issues to be repaired. I notified them within my time limit so repairs could be made at no cost to me. There are nail holes in my floor that were filled with subpar filler that has came out. There are nails sticking up out of my floor in the kitchen and in a closet. There is one area at a doorway where you can see the subfloor, 2 boards that shouldn't have been used cause they are split on the top and many boards that are squeaking. I can understand a little movement on the floor but this is ridiculous. the squeaking is from the nails not going far enough through the flooring and the boards moving on the nails. I have talked to xxxxx the owner and the receptionist several times and they sent someone out to look at it. They scheduled someone to come out and fix it 3 Saturdays in a row and each time no one ever showed up.

Desired Settlement
I want my floor fixed! However im not sure I want accel back out here doing anything. Since the flooring was not completed and repaired and they don't want to stand behind there work I would like a refund of half the labor I paid for them to install the floor. that will cover the cost of paying someone else to repair/replace what they wouldnt

Business Response
We are no longer contracted through xxxxx they have decided to use in house installations.
we are upholding warranties and will up hold mr xxxxx
at this time. he is past his warranty time but as was expressed to mr xxxxx our installer was having medical issues at time and we appologized to him for that we lost several install crews after losing xxxxx account and had to rely on who we had so if mr xxxxx would like us to fix any issue not material related we would be happy to do so.

xxxxx
accel

Industry Comparison| Chart

Contractors - Flooring, Vinyl Flooring, Floor Laying, Refinishing & Resurfacing, Tile & Marble, Floors - Laminate, Floor Coverings & Installation, Specialty Floors, Floor Removal, Floor Refinishing, Floor Coatings - Epoxy/Polyurethane

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.