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Consumer Complaints

BBB Accredited Business since 09/05/2008

The Pad Place

Phone: (941) 493-4348

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
03/09/2016Billing / Collection Issues | Read Complaint Details

The Pad Place agreed to install 2 rooms of vinyl for me for 1792.47. They did a slow, poor job, and sent me a bill for an additional $184.90.
On 1/8/16 my husband was given a price of $1792.42 to have vinyl flooring installed in two bedrooms of our villa, by Mike of the Pad Place in Venice. This price was to include the "shoe" or trim. My husband gave a down payment of $150.00, leaving a balance of $1642.47.
We waited until February 3 for the installation, despite calling the Pad Place many times. They kept saying it was too cold to install my husband suggested leaving the vinyl in our home for a few days so it could warm. This was not done. When the installer finally came on February 3, he cut the vinyl incorrectly, and the installation could not be completed. The installer also left numerous oil stains on our paver driveway from his van. (pictures available)
We also discovered on Feb 3, that the shoe, or trim, the installer had was not tall enough. The installer instructed my husband to go purchase taller trim, which he did. The installer also instructed my husband to get 3 "transitions" for the door sills. My husband did get these from the Pad Place. He was told they would be $20 each....he received one piece, and was given one piece of scrap.
Finally on February 12, the installers returned to finish the job, after both my husband and I called numerous times requesting they complete the job. This time we requested the installer park his van in the street, as it was leaking....he obliged, but left numerous oil stains at the curb of our home. (pictures available ) After completing the installation, the installer agreed that we needed to deduct $152.00 from the bill, as we had to buy our own trim. So I gave him a check for $1490.47, and he marked my bill paid and signed it.
The installation of the trim was done poorly, as it was not mitered as it should have been (pictures available), and needs to be redone. Additionally, we had to take apart our home two times in order to have the installation completed. We lived for two full days with beds in the living room, barely able to function. And we will now have to hire someone to clean all the oil stains on our pavers and curb. (pictures available)
On February 17, my husband received a phone call from Holly at the Pad Place asking for his email address, and an email follows, with another bill, stating we owe them $184.90. When my husband speaks to Meg ******** and questions how we can owe them more when we paid for the trim, she does not have an answer. These two bills are altered, contradictory and indecipherable.
Then on Feb 18th, I receive a phone call from a fellow named Jim from the pad place, saying we have their 4 pieces of trim.....after speaking to my husband I call Jim back and tell him we have only one and a half, and we used them. I ask him to have Mike call me so we can straighten out the bill. I also email Meg and Holly requesting that Mike call me, so I can meet with him in person. I have yet to hear from Mike.
On February 18th, I receive an email from Holly ******* with an original copy of our bill, and a letter threatening to "put a lien" on our house.

Desired Settlement
I am seeking reimburseman for the cleaning of oil stains on paver driveway, and at curb.
I am also seeking reimbursement to have the shoe or trim redone properly.

Business Response
Contact Name and Title: ******* *******
Contact Phone: XXX-XXX-XXXX
Contact Email: *********
To who it may concern.

Mr & Mrs ********** contracted with our company to provide new vinyl flooring for two rooms in their home. At the signing of the contract the customer asked for a reduction in the overall cost of the project. I explained we could save them $89.00 in the cost of shipping if we shipped there order with another. I also explained this could add up to a week or two to put together. They stated they were fine in waiting.

After the vinyl arrived there were 3 consecutive weeks of very cold & raining weather. This can easily be verified. We explained that Vinyl, the adhesive & seam sealer's all have to be maintained at a temperature range for the job to be successful. After three weeks of waiting Mr. ********** did offer for us to bring the vinyl & adhesives to his home were they could be stabilized. The only problem with that is we still would need to take the vinyl outside to be cut. The quick temperature change could shock the vinyl. Therefore, it's very possible we would have had problems with the install.

After removal of the old carpet & padding we discovered that their baseboards were previously installed much too high for the shoe molding we were providing to cover the large gap. This was something that no one would have known until the old flooring was removed. The customer went to Lowes & picked up a profile of their liking. We deducted the shoe molding from the invoice. There is a difference in the labor cost which was also adjusted. We also had the same situation with the trim piece's for the doorways. Until the old flooring was removed we could not have known which profile to use. Mr ********** came to our warehouse where he selected the profiles. He took them to get his wife's ok. Those transitions were used and added to the invoice.

As mentioned during the install process there was a miss cut made in the vinyl for one of the two rooms. We offered a sizable discount to the customer or to reorder a new piece of vinyl. The **********'s opted to reorder the one room. Which we did. All furniture was returned to the rooms that we had moved.
As soon as the new piece of vinyl arrived, we contacted the **********'s and set up a time to complete the other room.

During this entire process there has been no mention of any oil stains left behind from our tech's work vehicle or new base boards incorrectly cut.

The customer signed a work order that states all work is complete and that they are completely satisfied. There is a area on the work order that customers can make notes or state concerns. Mrs. ********** read and signed this form dated 2/12/16. I spoke with her this morning. I offered to come visit her home to review these two items. At the end of our phone call I'm not sure if I am or am not going to their home. Mrs. Said she would have to get back with me. Again I want to mentioned these two items were never brought to our attention at any time, until now.

The contract amount that was signed by Mr. ********** was for $1792.47 minus there minimal deposit of $150.00 that left a balance of $1642.47 providing there were no changes made in the contract. There were two changes made as outlined above. The two changes made added a total of $32.90 to the original contract amount. After the completion they made a payment of $1490.47 leaving a balance of $184.90.

We are family owned and operated company with two locations. We take great pride in the products and level of service we provide to multiple market places. With over 25 years of experience we've maintained a clean slate up to now. We realize you can't always meet everyone's expectations, but I would like to think we are very close at all levels.


Michael V. *******

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We did indeed try to save money by waiting a week or two to have our vinyl delivered....we never thought it would take till Feb 12th to complete, since we ordered it on 1/8/16.
I agree that the weather was cold and rainy...but we certainly could have put the vinyl and glue in the house to warm, and it could have been cut in the garage....Ms. K. was aware we had a garage available. In fact, the installers used it when they came the first time. They also used it the second time they came on Feb 12, when it was cold,( 63 degrees on Feb 11, 44 that night, 66 degrees on Feb 12, and 47 that night)as cold or colder than it had been the last 4-5 weeks. It seems to me, if they did an installation on Feb 12, in cold weather, they could have done it sooner in the cold weather.
Actually, it was discovered by the installer that the trim (shoe) The Pad Place was going to use was too small immediately. Jon M., the installer knew as soon as he walked into the room, he instructed my husband to go buy "clamshell" trim. My husband had to drive approximately 45 minutes each way to Sarasota's Home Depot to purchase it, at a cost of $120.00. Mr. K. states he deducted the cost of the trim The Pad Place was supposed to use from the invoice, but I have yet to be told how much and where it was deducted. It is true that my husband took transitions from The Pad Places warehousehe was told they were $20 eachhe took one and was given a piece of scrap. I am being charged $32.90 for it.
On Feb 3, when the installer came to install the vinyl, we allowed him to park his van in the driveway for ease of working. After he left, we discovered he left behind 4 large oil stains on our paver driveway. The installer used the garage to cut the vinyl and do his prep work, unfortunately, he cut the vinyl too small for the master bedroom. He told us it would need to be seamed, and did offer us a discount of $300.00. We declined the discount and opted to wait for a new piece of vinyl, as the seam would have been right in the center of the entrance door. We really did not want to wait, as my husband had to go back to NY soon to care for his ailing mom. But we didn't want to be unhappy with the flooring, either.
When the installer came back for the second time on 2/12 he was asked to park his van at the curb, as it had leaked oil onto the paver driveway. He acknowledged that his van was leaking oil, and did park at the curb. He made no offer to clean the driveway, nor did he clean it. If this was not relayed to Mr. K., it should have been. He also left oil stains at the curb of my home on 2/12
On 2/12 the install was completed. My husband mentioned to the installers that the trim was not cut correctly and treated at the ends.....Mr. M. directed his helper, Frank to fix it. Finally at around 6PM the installers were leaving. I got out the invoice, and requested Mr. Mayer take off for the trim (shoe) The Pad Place did not providehe deducted $152.00 from the bill, and I wrote a check for the balance of $1490.47. We knew at this time that the trim was not correct, but we no longer had confidence in the installer's ability and no longer wanted them in our home. In addition, we felt sympathy for Mr. M., who told us Mr. K. charged him full retail for the vinyl he cut incorrectly. We decided to hire someone to repair the trim and clean the driveway, if my husband couldn't do it. Mr. M. accepted the check and marked my invoice paid, check number and signed it. But receiving an additional bill for $184.90 just added insult to injury.
Here's where it gets confusing.....Mr. K. says he deducted for the trim the Pad Place did not provide. But add the deduction of $152.00 the installer took off and the $32.90 for the transitions, and you get $184.90. That is what Mr. K. says we owe-so where did he deduct for the trim?

I called The Pad Place on 2/22, but was unable to connect with Mr. K.. I called again on 2/23 and spoke with Mr. K. in an effort to come to some sort of resolution. I did consider allowing Mr. K. to come to my home to see the damages, but he was so argumentative and angry on the phone, I had to ask him several times to please let me speakwe did not resolve anything. I decided it was not a good idea to have him come to my home now that my husband is not here.
I called Mr. ******* again on 2/24, and offered to split the difference with him, and pay him 50% of the invoice, as I just wanted to resolve the issue. He agreed to that arrangement. I stopped by The Pad Place on 2/25 to give my check to him. He was not thereeven though I had called him earlier to tell him I would be byhe said he would be there. Meg K. asked me for the check and when I asked her for a final invoice marked paid, she presented me with a waiver to sign. The Liability Release Form stated I released the Pad Place from all liability and warranty related to my vinyl installation, as well as withdraw my complaint to the Better Business Bureau. I refused to sign it, and requested to see Mike Meg called him in my presence, to see when he would arrive. I offered to speak with him, but he refused. I left to run some errands, and called back 30 minutes later and was told he was not there.
On Friday 2/26, I mocked up an agreement, holding The Pad Place harmless for the driveway/curb stains, the incorrect trim installation and to withdraw my complaint to the Better Business Bureau in exchange for the 50% invoice reduction. I called Mr. K. again and left a message to call me by close of business on 2/26, as I needed to reply to the BBB by Monday. Meg K. emailed me another similar waiver, and then I received a phone call from Holly R. of the Pad Pace at 4:07. She asked me if I received the emailI went and looked at it and relayed I would not sign it. I sent her my mocked up agreement, and requested she show it to Mr. K. and have him call me. She stated she was leaving at 4:30, and probably could not contact him before then. I did not hear from Mr. K..
On 2/29 I went to The Pad Place at 9am and delivered a check for $184.90 to Meg K., who signed my invoice paid. I still object to the charges, and submitted the check only under the duress of Mr. K's threat of placing a lien on my home and impacting my good credit in a negative way. I sent Mr. K. an email offering once again to meet with him. I also let him know I would proceed with the BBB and the Venice Chamber of Commerce as well as the court system, if he was unable to meet with me.
In conclusionnot only have we been greatly inconvenienced, we have a poor installation and damages to our property. The Pad Place became aggressive, argumentative and hostile with us immediately when we began to question the additional invoicing. I have made every effort to resolve this issue with Mr. K.

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