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:06/06/2024

  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.

  Hole for the showerhead not centered so new larger hole require to fit the pipe to the showerhead drain not centered. Plumbers--second pair of plumbers had corrected the drain spot but even the second pair of plumbers did not have it centered plumbers never came back for the 3rd time Tile on wall not even Grout not sealed Tile was not done verticle as per plan. Tile guy did give me option on the job to go horiz or verticle but was not sure where to go vert so then I okayed horizonal Wanted tile opposite the shower per both orig plans but tile only used in shower so had extra to return to Floor Dcor Intial plan from Floor Dcor was for the whole bathroom, but this was only the shower and toilet with payment to Floor One and to the Plumber ******* who spoke English explained that the workers would only speak English, but after he left no one ever again spoke one word of English 1st Plumbers tracked wet muddy stuff through the downstairs to upstairs and were driving off when I discovered it, but the only person I was ever able to make contact with was the scheduler the next day **** separate cks $1078.00 + *******

  

  Business Response

  Date: 06/26/2024

  *****************************,

  
  

  We had two (2) contracts with you to do tile and one (1) contract to do plumbing. We collected a 50% deposit for both invoices.  We completed the tile work to your satisfaction. Per your text to us dated 02/17/2024 you stated: " Shower looks good let me know when they're coming next, is it on monday?"  We have attached the screenshot of the text to this response. The tile work was completed on 02/17/2024 and when we talked to you over the phone to schedule the plumbing finishes and any adjustments necessary after the tile work, you told our office you wanted to wait and then requested additional work to be done in the home. We then coordinated to send your salesperson on 02/20/2024 to discuss the additional work you wanted. After the follow up meeting, you have since been completely unresponsive. We have personally knocked on your door, texted, emailed and called you. As we initiate our contacts and work in good faith, we now have had to get outside help to collect our final balance of the invoice. As a family owned and operated business, it is very disheartening that there are individuals that try to take advantage of small business owners. As a licensed contractor, per the Registrar Of Contractors we are allowed to make any correction to any workmanship we did in your home to bring it up to your satisfaction. You being unresponsive is resulting in our company having to obtain outside help to get the Registrar Of Contractors involved. We suggest that you call us directly to get your complaints resolved quickly and efficiently. 

  Please see the six (6) attachments to this response. 

  Customer Answer

  Date: 06/27/2024

  I thought the shower was completed, but like the drain being in the wrong spot same with the faucet part, which was not connected because it was in the wrong place.  So like the drain, the fawcet part for the incoming water had to be moved on the wall, so same problem in both places, incoming and outgoing.  Grout not sealed, uneven tile (my untrained eye did not see this). Also, I forgot to mention that the plumbers knocked two extra holes into my wall that had to be filled.  Even just yesterday I spent 30 minutes on the phone trying to reach Floor Dcorno one ever picked up.  And several times I had just gone into Floor Dcor in person since no one could be reached by phone.
  
  

  

  Business Response

  Date: 07/05/2024

  ********************, 

  My name is *****************************,  I am the General Manager for Floor One & F1 **** Services. I represent Floor One & F1HS that took care of the shower remodel for your residence.  Floor and Decor only sold you the materials so they are not responsible for the labor provided by us. I would like to assist you with any issues or concerns regarding your BBB complaint.   Please give me a call or text at ************. I look forward to hearing from you.

   

   

  Thank you, 

  Floor One/ F1 **** Services

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