Complaints

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• Initial Complaint

  Date:02/27/2024

  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.

  Less than a year ago we hired them to install hardwood floors. During the insulation I noted gaps and was told not to worry it all comes together. When they were done. It was clear not only was this a botched job as far as craftsmanship but the quality of the wood was not fit for residential use. It has multiple cracks, holes and scratches throughout. We had a professional look at it who told us that this wood should have been shipped back to the manufacturer and never installed.We called the owner who gave us the run around for months... He kept trying to convince us it was normal, until he heard about our professional. So he sent an inspector. The guy saw how the floor was damaged on more than 50 percent.. but then we never heard back and the owner is hiding the discovery. He instead hired a new guy who spent 5 minutes and gave the owner the report he wanted. Now the owner is trying to *** us for the remainder of the fee, while we of course want compensation to get it redone!! This is a botched job and beyond terrible quality.

  Business Response

  Date: 03/15/2024

  First, Mr and **************** came to the showroom with their interior decorator. I aske if they needed help and was told that they do not need help. They took a few samples home and called me a few days later with their choice. I gave them an estimate and we all agreed to do the job. Material was delivered a few days to acclimate. After about 95% of the wood was installed, I was contacted by **************** to stop by his house to look at the flooring. I went there and was shown some concerns. I pointed out that this flooring is a "character grade" wood which means that the wood is rustic looking with some open knots and imperfections.  I also took the representative from the distributer where i purchased the wood flooring to look at the wood. He said nothing to the customer but stated to me that the wood is character grade and this what it should look like. The Pinsons were not satisfied. During this time, we also supplied and installed carpet on 2nd floor hall and steps        (which the Pinsons refuse to pay for). My next step was to hire a certified floor covering inspector to look at the flooring. After he inspected the flooring, i received his report which stated the same. The flooring is within all industry standards for a character grade floor. Gaps are within tolerance for 5" wood. Some boards were not within tolerance which we offered to replace.   Appx 13. Remember, we were not finished with the job. There were some final touches to be completed. The Pinsons did not like the findings.                                                                                                     I was left with no choice but to have it legally resolved.

    Thank You

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