ComplaintsforAmerican Property Restoration, Inc.

• Initial Complaint

  06/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2019 APR installed a floor in March that started buckling after 6 weeks. We informed the company May 3rd, 2019. It took 18 months, 4 experts, the assistance of TrustDALE, and over 100 emails for APR to agree to replace the floor in November 2020. The work to replace the floor started April 20021, more than 2 years after their first floor started buckling. Issues during the replacement process: Wires in the kitchen cut, $950 to fix, APR has so far refused take responsibility it. The floor was stained too light. We were promised by the flooring person that the color would match the rest of the hardwood in the house or be slightly darker. When it turned out significantly lighter we were told it was our problem because we signed for the name of the color. (The color we told would be darker.) Their subcontractor told us to sue him, or to pay him $3700 to resend and stain. APR sent us the invoice to pay, which we did to get the job finished and our home back.

  

  Business response

  08/13/2021

  Business Response /* (1000, 5, 2021/06/28) */ We apologize for any inconvenience that our service may have caused. . APR initially addressed the floor buckling with multiple experts to ensure the issue does not occur again in the future. After receiving the report and made aware of underlying conditions that needed to be resolved at the property, we were able to move forward and replace the flooring. Unfortunately, things do not always go smoothly during the process of repairs. The electric wiring was hidden beneath the flooring and a wire was damaged as the floors were removed for replacement. As soon as we were notified, an electrician was scheduled the next day, and power was restored to that specific area; the issue was rectified. A few days later, there was an new issue involving your breakers, and we agreed that a third party electrician would evaluate the issue as there was currently another contractor hired by you working on the property. APR agreed that if the report from the third party stated that we were at fault, then we would take care of the cost. We never received that electricians report with the nature of the cause. The stain was selected by you, and you mentioned you wanted to match the steps that flowed into the entrance. The flooring installer informed you that the stairs and flooring are two different types of wood and the desired shade would not be exact. To assist you in choosing a stain, a few stain samples were applied to the newly installed floors, and you chose the one that you felt was the best match. After the completion of the staining of your floors, the results were not as you expected, and you chose to negotiate, on your own, directly with the subcontractor to re-sand and stain your floors. APR honored the warranty by replacing the flooring,and again,we apologize for any inconvenience the process may have caused.Our goal is to have a satisfied client and your floor turned our beautiful. Consumer Response /* (3000, 7, 2021/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) APR stated the following in their response: "A few days later, there was an new issue involving your breakers". This is incorrect. The issue with the breaker was identified the moment the power was restored, and communicated to APR within hours. It did not appear a few days later. APR fails to take responsibility for the fact that their subcontractor's people told us that the color was going to be as dark or darker than the rest of the floors in the house. Then when after staining and drying it was lighter instead of darker we had an issue. The manager of the subcontractor showed up at our house with the manager from APR. The first thing the subcontractor said was "Sue me!" if we wanted a different color floor, because he was not going to do anything. The APR manager at that point did not offer up any support or solutions for us. So the only way to get the color changed was to pay the subcontractor an additional fee. APR fails to take responsibility for their subcontractors statements to us that the floor would be as dark or darker than the rest of the home. We expect the floor people to be the experts, and take their word for it. To have a different colour floor that does not match the rest of the home (floors/stairs/doors) would devalue the home. When the subcontractor's manager was in the home refusing to change the color I had no choice but to agree to pay for a color change to 1) ensure that I would protect the value of the home, 2) ensure that we would get our home and life back after 6 weeks of construction (our furniture was gone, we could not use our kitchen, we could not use the master bedroom, etc). I did expect for APR to take responsibility for the cost of the change of color. Business Response /* (4000, 9, 2021/07/09) */ Again, American Property Restoration honored the warranty by replacing the flooring,and apologize for any inconveniences experienced during the process. Consumer Response /* (4200, 11, 2021/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the proposed resolution, because it is not a resolution and between myself and TrustDale we ended up spending $5000 to get the right color and the electricity fixed. Both were caused by APR or their subcontractors not doing what was agreed. Business Response /* (4000, 13, 2021/07/26) */ Again, American Property Restoration honored the warranty by replacing the flooring,and apologize for any inconveniences experienced during the process. Consumer Response /* (4200, 15, 2021/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure whether it is helpful to further continue this back and forth. APR will not accept responsibility for their subcontractors mistakes which have caused us to be out of pocket. They have never cared that it took 18 months to come to a decision to give us a replacement floor under warranty and we were left with the additional cost and the inconvenience of the second construction and not having a decent floor. The BBB seems to be only a conduit for communication and does not seem to weigh in what APR should be responsible for. I actually though you did.

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