Complaints

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• Initial Complaint

  Date:22/07/2024

  Type:Billing 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.

  Apr 16,2024 attended Bill Knight Flooring and purchased carpet and installation. Received quote/ invoice (signed and initialed on every page) in the amount *******. Installation targets were not met (by a lot) and was given lies and excuses so negotiated discount of $****** (contact person was Lisa ) , changing owed amount to $******** The amounts paid were $*******, and $******* for total of $*******. When the error was pointed out there was a refund of $******, leaving the amount paid at $*******. BKF claims there is another earlier quote which should have been used, but that would not be possible since that would have been before their estimator saw the job. it looks like there was an attempt to send this earlier quote by email but the pdf comes up as invalid quote, which would likely have been the sales person to clear the earlier worksheet/guesses. I should point out we have dealt with this salesperson in the past and have had no problems, ** ****** *** ******* **** **** ********************** It is my position we are still owed $******, and BKF is not even answering my emails. Very disappointed. Hope you can help. T****** ******* *******

  Business Response

  Date: 22/07/2024

  ****** *** ******** *********** ** *** ******* ***** ******** ******* ***** ***** *** ****** ******** we did the measure April 12, 2024.  We have refunded the customer $****** on their credit card for our error in over billing as per signed invoice amount. ** *** ******** **** ******** ******************** **** * ** ********* ********* * ******* ** ************** *** ******* 

  Customer Answer

  Date: 24/07/2024

  As per the documents sent to you by BKF, there is only one signed and initialed contract. There was an earlier worksheet showing a $*** estimator fee which would have been kept from our deposit had we not proceeded, But we did proceed and were promised the estimator fee would be waived, and because we were assured there should be no difficulty completing the job before the first of our three sets of our over-night guest were arriving in 4 weeks. The job was not done until 8  weeks resulting in great inconvenience and frustration. Phone calls not returned, excuses about  wrong phone numbers, ******** **** ***** **** ** **** **** ****** ******** At that point, spoke to Lisa and worked out a discount of $******* which could not come close to  compensation but I am a realist as to what is possible from the business perspective. Unfortunately our internet was down for a few days just then so was unable to check the numbers until a few days later. At this point, all I am looking for is the $*** discount I was promised ***** ***** ** ***** **** **** ******* *** **** ** ******** There is really no further communication required. BKF may fulfil what was negotiated and honor the $*** rebate, *** * **** ******** ** ********** ** **** *** ***** ** ***** ******** *** *** ** ********* ***** **** *** ********   ********* ******* *******