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:01/28/2025

  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.

  I am writing to formally address an issue with the flooring installed in my condo following hurricane damage in 2017. **** Davis Restoration (PDR) was hired to handle the repairs, including the installation of new flooring. I selected the flooring based on PDR's recommendation that it came with a lifetime warranty against color fading. The installation was completed in early 2018.However, this past year, when my building required repairs to the concrete between floors, a section of the flooring in my condo was removed. I planned to use an unused box of the same flooring to replace the section, but upon inspection, we noticed a significant color discrepancy between the new box of flooring and the existing floors. Furthermore, we observed that the flooring throughout the entire condo exhibited noticeable color variations.I immediately contacted PDR, but was informed that there was no warranty on the flooring. After persistent follow-ups and being directed to several different representatives, I was eventually provided with receipts showing that the flooring had been purchased from Floor and Dcor. I opened a warranty claim with Floor and Dcor, which caused a delay of over two months in replacing the damaged floor.Floor and Dcor sent an independent contractor to inspect the issue. The contractors report confirmed that the flooring was discolored, even in areas that had never been exposed to sunlight. Despite this, the manufacturer declined to honor the warranty, citing proximity to a window as the reasonan explanation that contradicts both the inspectors findings and several photographs.Given these circumstances, I am requesting a full refund for the flooring as the warranty was not properly honored and the product has proven defective. If this issue is not resolved promptly, I will be submitting formal complaints to both Floor and Dcor and Duralux Performance, and I may pursue legal action.

  Business Response

  Date: 03/03/2025

  Customer filed a complaint against ********************** when her floor turned yellow.  Paul Davis Restoration of Broward County reached out to customer and gave customer the number for Floor & Decor as the floor turning yellow had nothing to do with installation.  Ultimately, Floor & Decor agreed to resolve the issue with the customer.  ********************, please reach out to customer to ask her to rescind her complaint.  Thank you.

  Customer Answer

  Date: 03/03/2025

  The Company has reached out to me directly and is assisting in helping me reach a resolution with manufacturer.  This complaint can be closed.

  Customer Answer

  Date: 03/04/2025

  Please remove this from publishing, thank you! 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22867506
  
  I am rejecting this response because the company is refusing to provide me with the necessary documents to process my refund claim. They are also refusing to explain why my bill is showing the wrong charges, which is causing issues with the warranty.  Please keep this on file and do not close this complain or remove it from record until the matter is resolved. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/01/2025

  Hello Brea,
  
  This project was completed properly seven years ago.  Our longest warranty is 5 years, and it is for workmanship.  Ms. ******* condo had glass doors replaced recently. This disturbed the flooring.  She stated she attempted to use some extra planks we left her, but apparently the color had changed. Of note, Ms. ****** selected the floor on her own.  We purchased what she selected.  In any event, she recently replaced all the flooring on her own.  Then she reached out to the us and the manufacturer of the original installation material.   She is seeking payment for the new floor she had installed.  She did this 7 years after the original installation.   
  
  The fact of the matter is the replacement of the sliding glass doors or whatever construction took place is the cause of the flooring damage.  It is called consequential damage and cant be avoided when affecting repairs to something that abuts to the existing flooring.  Despite that, Floor and Dcor agreed to give her back the value of the floor material to make the matter go away. 
  
  I am happy to speak to you further if you like.  ************
  
  Thank you,
  
  ****** ******
  General Manager
  
  
  
  Paul Davis Restoration of Broward and North Miami
  **********************************************************************************
  Cell  ************  Office ************
  ****************************************************************
  ****************************

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22867506
  
  I am rejecting this response because: **** Davis sold me a product, advising that it has a lifetime warranty and have not provided the necessary documentation to fulfill warranty of the product they sold me.  Companies are legally required to provide all necessary information to submit warranty claims (either implied or written warranties), which would be all receipts needed.  They have refused to do this.  The warranty on the floor is a lifetime warranty for fading.  It is true that the reason I was made aware of the color fading was when an area of the flooring needed to be replaced and when I tried to use an unopened box of flooring the color is totally different.  The company which **** Davis purchased the flooring (Floor & Decor), is the company that has agreed that the warranty should be honored.  They are unable to process the warranty unless they are provided the correct receipts, which **** Davis is refusing to do.  There is also an independent inspector who verified the floor was indeed faulty and the warranty needs to be honored.  What is being requested from **** Davis is the receipts needed to process the warranty. The bottom line is that **** Davis sold me a floor and told me there was a lifetime warranty (also printed on the boxes) - they cannot now say they aren't going to provide any information on having the warranty processed.  That is fraud.  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/14/2025

  Tell us why hHello Brea,
  
  This project was completed properly seven years ago.  Our longest warranty is 5 years, and it is for workmanship.  Ms. ******* condo had glass doors replaced recently. This disturbed the flooring.  She stated she attempted to use some extra planks we left her, but apparently the color had changed. Of note, Ms. ****** selected the floor on her own.  We purchased what she selected.  In any event, she recently replaced all the flooring on her own.  Then she reached out to the us and the manufacturer of the original installation material.   She is seeking payment for the new floor she had installed.  She did this 7 years after the original installation.   
  
  The fact of the matter is the replacement of the sliding glass doors or whatever construction took place is the cause of the flooring damage.  It is called consequential damage and cant be avoided when affecting repairs to something that abuts to the existing flooring.  Despite that, Floor and Dcor agreed to give her back the value of the floor material to make the matter go away. 
  
  I am happy to speak to you further if you like.  ************
  
  Thank you,
  ere...

  Customer Answer

  Date: 04/15/2025

  I am writing to formally reject the previous response to my complaint, as it contains several inaccuracies. I would like to restate the order of events to ensure clarity:
  This issue came to my attention after emergency repair work by the building required the removal of several floor planks in a small area. I had a full, unopened box of the original flooring on hand, but when attempting to reinstall it, I noticed a severe color difference.
  I immediately contacted **** Davis to report the problem. Initially, I was told the work was not under warranty, which is completely inaccurate, as the flooring manufacturer offers a lifetime warranty on color fading.
  **** Davis informed me that the flooring was purchased from Floor & Decor. I then contacted Floor & Decor directly and reported the issue. They sent an independent inspector to evaluate the flooring. That inspection report (which I have submitted from the beginning) clearly concludes that the flooring is defective and that the warranty should be honored.
  Floor & Decor has confirmed they agree with the inspectors findings and acknowledges that the product is covered under the warranty.
  This entire process took nearly five months, during which I lived with missing flooring in the middle of my home. Ultimately, I had no choice but to replace the flooring due to safety concerns.
  Regarding the choice of flooring: Yes, I selected the product, but I did so after being advised by **** Davis' sales representative, ******* *********, that it came with a lifetime warranty on color fadingone of the primary reasons I made the purchase.
  Where things stand now:
  Both the independent inspector and Floor & Decor agree that I was sold a defective product and that it is covered under warranty. However, two key issues remain unresolved:
  Floor & Decor requires all original purchase receipts to process the warranty. **** Davis has only provided one receipt, which accounts for approximately 500 sq. ft., while the total project covered nearly ***** sq. ft. The missing receipts are essential for Floor & Decor to process the full claim.
  The receipt I was given from **** Davis lists the incorrect product. It references re-engineered wood flooring, not the vinyl flooring that was actually installed. Floor & Decor has advised me that this discrepancy may mean I was overcharged.
  All I have asked of **** Davis is:
  To provide the complete set of purchase receipts necessary to process the warranty claim.
  To correct the invoice to accurately reflect the flooring that was installed.
  To date, they have refused to do either.
  Please also note: I am only seeking reimbursement for the cost of the original flooring from 2018approximately $13,000not the current replacement cost, even though the warranty entitles me to todays market value for a comparable product.
  In summary:
  **** Davis sold me flooring represented to have a lifetime warranty. That flooring has been deemed defective by both an independent inspector and the original retailer, Floor & Decor. **** Davis has failed to provide the necessary documentation to allow me to process the warranty claim. Until they do so, I am unable to recover the cost of the original installation.
  Sincerely,
  ******* ******
  

  Business Response

  Date: 04/21/2025

  Please find our latest response to this complaint.  

  Only the manufacturer of a product can offer a lifetime warranty on that product.  A contractor's warranty is for workmanship.  This means the product was installed properly.  If there had been a workmanship issued that warranty ended over 5 years ago.  However, there was no workmanship issue, and the customer signed a "Completion Satisfaction" document in early 2018.   

  Our company has no authority or influence over a company the size of Floor and Decor.  Nor do we know what a lifetime manufacturer warranty means.   We wish her the best of luck, but the floor was disturbed due to window work being done in her building.  If that work did not happen, the floor would not have been removed and possibly damaged in the process. Hopefully the independent inspector she writes about has more influence than we do.  From my standpoint, colors do indeed change over time.  Especially if exposed to sunlight or cleaning chemicals.  It generally would not have been noticed if not for the removal.  However, this is not our battle.  

  The client claims one of our employees extended a non-written lifetime warranty on the product that was selected.  Our warranty is clearly written on the contact that was signed. 

  Below is the warranty statement in the contract that was signed by the client.  

  6.WARRANTY - THE CONTRACTOR GUARANTEES ALL WORKMANSHIP COVERED BY THIS AUTHORIZATION FOR A PERIOD OF ONE YEAR FROM DATE OF USE BY OWNER(S). ALL MATERIALS USED ARE COVERED BY THE NORMAL GUARANTEES, IF ANY, PROVIDED BY THE MANUFACTURERS OR SUPPLIERS. THIS WARRANTY IS NON-TRANSFERABLE. WARRANTY IS ONE YEAR UNLESS STATED OTHERWISE. 

  The customer claims Floor and Decor will stand behind the product if we provide a receipt.  We have repeatedly explained that we do not have the receipt.  This project was closed just over 7 years ago in Jan of 2018.  This customer has an actual box of the product to prove where it came from, and she has photos to show how much was installed.  Apparently, the product is private labeled for Floor and Decor.  She should have discussed finding a match with floor and Decor before taking the liberty of replacing the entire floor without any approval. In any event, this is not our battle.  

  The customer has now added that we downgraded her flooring.  We installed exactly what she selected.  We have everything on display at our showroom, but she picked her own product from a wholesaler.  We bought it and installed it.  To raise this new comment seven years after the fact is a reach. 

  In closing, a small portion of the perfectly installed flooring product sustained necessary damage when the building replaced some windows.  This is called "consequential damage".  It must have been necessary damage done while upgrading the windows.   It may have been a) a candidate for reasonable repair to the small affected area, or b) the responsibility of the building HOA to pay, or c) she could have made a new insurance claim, or d) fix the damage at her own expense.   The complainant writes, " I am only seeking reimbursement for the cost of the original flooring from 2018, - approximately $13,000".  While that may indeed be the cost, it is not responsibility to fund the purchase of another new floor.     

  I hope this communication is helpful.  

   

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 22867506
  
  I am rejecting this response because:

  The independent inspector as well as Floor and Decor agree that entire flooring is faulty and the warranty needs to be honored. Please read the attached report.  Your associated sold me flooring, I did not purchase it directly from Floor and Decor, I purchased it from you.   I selected the floor as it came with a lifetime warranty on color fading.  You have now refused for months to provide the receipts needed to have the warranty processed.  

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/15/2024

  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.

  In summary, we had a whole house water leak (March 2022) and **** Davis Restoration of North Broward was assigned by ************************** for water mitigation, mold mitigation and eventually the reconstruction. Things started fine but got progressively worse during reconstruction with all sorts of problems. I can give further details if you prefer. We endured and compromised so as just this reconstruction is completed (Dec 2022).As of Aug 9, 2024 I received an invoice for $7,268.41 from *********************** of **** Davis of North Broward saying ********************* is short with the payments. I contacted Progressive and they said everything has been paid. As of Aug ******* **** Davis sent this for collection and I'm now receiving calls from First Federal Credit Control. (Progressive already paid $ 215,605.94).The scope of work, estimates, supplementals were all between **** Davis Restoration of North Broward and Progressive so I'm just surprised and disgusted how PDR of North Broward would just pass on their discrepancy with Progressive. We chose to have all the work handled by PDR of North Broward to assure a smooth process but this turned into a nightmare.

  Business Response

  Date: 08/16/2024

   

  Below is an email that was sent to the client.  It explains the events.  This was a rather large insurance claim.  Insurance companies normally include our name on the insurance check payments.  I am not sure what happened here, but the client had been the outstanding monies we were seeking.  Hopefully this is clear now, and the client will forward the payment to us.  Thank you.  

   

  Hello ****************,

  The reason this happened so far after the project is because we had been trying to get the final payment from your insurance company.  They recently informed us that all payments had been sent to you.  You were not aware that we were still owed money, and we were not aware they had made the payment to you.    You have been paid $215,605.94, we have been paid **********, leaving an unpaid balance of $7,284.61.
  
  I am very sorry the matter was turned over to a collections agency.  We will let them know once you have made the payment, and we will pay them their fee.  If you are agreeable to pay the outstanding amount,we will ask them to stop calling you today.  Please let ***** and I know if you can settle the payment. 
  
  Thank you,
  
  *************************

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22150886
  
  I am rejecting this response because:

  
  If this is no longer about the ********************* payment shortage that you are trying to collect  after more than a year and readily handed for collections but rather about the balance for the reconstruction payout, the following items below must be accounted for that were taken from the reconstruction payout which totals $ 6,188.33.
  
  My belief was we have settled all the payments back in May 2023 when *************** sent the invoice (attachment   1-Invoice- Claim Number 1025525-221013-093600.pdf) and paid with check # **** (attachment  2-FinalPaymentCheckNo****-05302023.jpg), having rough estimates that the running balance remaining for the reconstruction with the items deducted are close enough.
  
  In hindsight, we should have come to terms with these figures to settle any confusion.
  The situation at the latter part of reconstruction has turned from bad to ugly that communication between parties, especially between myself and the *** PM, would almost always end up negatively. We were forced to move back into our house which is still under reconstruction after 6 months when our temp housing allowance ran out. For several months after moving back, we have no use of the master bedroom, master bathroom and no kitchen - we have to wash dishes in the garage. I have reached out to *************** back in November 2022 to inform him of the issues. After that, we had one good week of progress, then things went back as they were before. We endured just to get this awful situation behind us, and so just imagine after more than a year we thought this nightmare is over, here comes an invoice for $7K on Friday and collections call on Monday. 
  
  1. Bathroom Vanities (3)  - $ 3,851.97
      We had an agreement with **** Davis Restoration of Broward (***), that in lieu of the faux paint finish for most areas of the the house being difficult to replicate, we could "upgrade" and order the (3) vanities to be deducted from the reconstruction payout. Attached are e-mail communications with the *** Project Manager *************************** with the ****** Invoices.
  (Attachments  3-Toledo-Vanity-Masters-******.pdf   4-Toledo-Vanity-[2]-******.pdf )
  
  2. Replacement for Damaged Microwave  $ 481.49
     *** Project Manager was aware of the damaged item due to *** mishandling and acknowledged replacement will come from remaining balance. House contents were moved to storage by ***, the small appliances and the garage contents were just piled in the middle of the garage on top of each other. Damaged item photo and receipt attached.
  (Attachments  5-DamagedMicrowave.jpg  6-MicrowaveReceipt.jpg )
  
  3,  Items Purchased Required for Installation  $ 453.87
  *** plumbing subcontractor required items to be bought  in order to proceed with the installation job for tub, shower pipe, and kitchen garbage disposal (3.1 and 3.2). *** plumbing subcontractor informed homeowner that NEXT Plumbing Supply store person already knows the items and we just need to pick up and pay for the items. Receipts attached.
  Item 3.3 the Homeowner repaired, after repeatedly telling *** PM of the issue with the dryer vent  and the access wall will be tiled soon closing access for repair. Receipts attached.
  3.1 Masters Shower Valve  $106.55
  3.2 Master Tub Drain and Kitchen sink air switch for garbage disposal $ 294.85
  3.3 Dryer Vent materials  $ 52.47
  (Attachments 7-Master Shower Valve Receipt.pdf  8-TubDrain-KitchenAirSwitch-Receipt.jpg  
     9-VentHardwareReceipt.jpg )
  
  4. Replacement for Missing Tools $ ****** (approx*)
  The (2) ladders went missing - a 10ft Fiberglass and a 6 ft aluminum.
  Informed the *** Project Mgr of the 2 missing items and the 10 ft ladder was later returned by a *** subcontractor. The 6 ft ladder is still missing. The ************ tools (1) Makita 18V cordless drill/driver, (2) Makita 18V cordless 3/4"  Impact Wrench, (3) Makita 18V 5Ah batteries  were only discovered missing after we moved back in and already paid the last check to *** assuming the whole transaction with *** was closed and exhausted with *** confrontations- no longer pursued further action at that time. 
  (*Approximate replacement cost since items have not been purchased)
  
  5. Plumber to Fix Main Pipe/Valve Issue $ 511.00
  Had to call in a plumber to fix the main water valve due to the demolition work with jackhammer being performed by *** subcontractor on the master bath right next to the main water valve. The plumber fix was witnessed by *** Subcontractor (*******). Repair Invoice attached.
  (Attachment  10-PlumberInvoice.pdf ) 

  Sincerely,
  
  ***************************

  Business Response

  Date: 08/22/2024

  Good morning,

  We need additional time to respond to the complaint and will do so timely.

  Thank you,

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22150886
  

  Paul Davis Restoration of Broward County is requesting for more time, will wait for response.
  
  
  Sincerely,
  
  ***************************