ComplaintsforRomanoff Renovations

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved; my old residence was completely vacant ask of January 11th, 2024. From January - March I was preparing the house to be listed on the market this Spring. I ordered carpet from **********, set to be installed on March 8. I recently, listed the home and it closed on April 18th. When the new owners went by the home they were horrified to find bed bugs. As I stated the house was completely vacant as of January 11th. The only external thing brought into the home was the carpet. I contacted Romanoff Renovations seeking compensation for a pest service to remove the bed bugs. I spoke with the local manager ****, who told me repeatedly that he, Didnt think they caused the bed bugs. He also said, You that if it was them then they would have had more complaints about bed bugs by now. Im guessing they have had experience with this issue in the past given his adamant statements that others would have had infected carpet too. **** continued to disregard the fact that the home was completely empty with nothing to host a bed bug, and I have all the furniture that was moved out of the home which isnt nor has it ever been infested with bed bugs. So I can confidently say theyre were no bed bugs in the home in January. Because the house was vacant there is no way there could have been an infestation. There is no other way that the house became infested with bed bugs other then the carpet. This company removes & installs the carpet. So my brand new carpet delivered to my home in the same truck that they use to discard of other peoples carpet could easily been infected in transport. Per **** the vans arent cleaned in between installs, & even checked to see if my carpet install could have been later in the day where it could have got infected by a previous customers carpet.Then he continued to tell me, Didnt think they caused the bed bugs. its obvious they are responsible. I was denied contact info for an owner. Im just want payment for a pest service.

  Business response

  04/22/2024

  Thank you for contacting us. I have spoken with our local Manager and our claims department and the installation of the new carpet did not cause bed bugs. We do not remove heavily soiled or place contaminated carpet into our vans. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The install was done from this company from carpet i bought from ***************** DO NOT USE THEM. i had two kids come install while both smoking pot in their car for their breaks. They did not know how to do waterfall down the stairs and i feel still to this day a year later all the nails and lumps going down my stairs. I am afraid to have my stairs cleaned because such a awful install.They came out before and even one of their guys stated they should not of done it the way they did.He tried to fix their mistake by nailing down stairs carpeting. Crazy. My opinion on stairs it should be new and re laid and paid for by this crappy installation company. NEVER EVER USE THEM AGAIN>

  Business response

  04/18/2024

  I am sorry to hear you are unhappy with the installation.  I have contacted the local manager to see if there is anything we can do to assist with your concerns.  The local office will reach out with an update. Thank you.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/1/2023, I purchased tile/supplies and installation services (total installation charges $1584.00) through *********** Within minutes I received a text message from Romanoff Renovations identifying themself as company responsible for installation, however due to poor communication on Romanoff's part throughout, I called ********** and tried to arrange for an alternative contractor unsuccessfully. After many calls to ********** and Romanoff Renovations (most of my calls were not returned) over 5 weeks, I finally received an install date of 11/13/23. Work order 1382748.On install day, I spoke with lead craftsman, ******* *************************** regarding the job. One of my concerns was the transition from my wood floor to the tile (approx 10 ft in length) and how that would be handled. With carpet removed, he pointed out the tile with backerboard was higher than the existing wood floor. I was presented with a few options for remedy and settled on a thinner backerboard and wood look transition piece in "only brown available," but still not a good match. He glued the piece down and duct taped it in place, advising we stay off and wait 2 days to move furniture back. I inspected the tile floor which looked ok, but later that day had time to check more thoroughly and was dismayed with the finish work where the transition piece adjoins the wall and quarter round. I called Romanoff on 11/14 and explained. Followed directions to take pictures and send so they could be uploaded. By the end of day 11/15, glue was leaking out from under the transition piece. Photos and text sent on 11/16. ****** (from Romanoff) called on 11/17 for information and assured me they would be in touch. Since then I have contacted Romanoff twice (11/28, 11/30) to express my dissatisfaction and request remedy for this unsatisfactory work. I was again assured my concerns were being forwarded to a manager and I would get a response by end of day 12/1. To date they have not responded.

  Business response

  12/13/2023

  Thank you for reaching out about your installation issue. I have contacted the local office Manager and asked them to contact you in regard to resolving your concerns.  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Installer said floor wasn't level. Management blindly believes and defends them to the point my carpets have been waiting to be hauled for a week as they sit in my neighbors parking spot.Instead of resolving issue. *************************** and ***************************** waste time and drag ********** out.All because they ate so arrogant they can't admit their installer LIED or is incompetent.And the flooring for my bedrooms and occupy my entire kitchen, making the entire house unusable.

  Business response

  10/19/2023

  We initial went out the customer's home on 10/11/2023. Upon arrival the installer noticed that the carpet that was being taken up was severely soiled with f**** and other bio-materials. The installer took pictures and it was determined that we could not haul away that carpet because we use the vans to carry new carpet in and we cannot contaminate the vans. The installer stated that there was particle board down in some areas of the home and it swelled from moisture (urine). The smell was also very offensive and my installers had to keep walking out side. The installer also stated that the customer insisted that he help him haul furniture out to the dumpster. At some point the installer let us know that he could not move forward with the install. He let the site. My associate ******** spoke with the customer to give him insight on what was going on. The customer wanted it in writing so the following was sent to the customer:
  
  
  As we discussed on the phone the installer was not able to complete your install at this time due to the condition of your subfloor. The Subfloor upstairs and on the stairs is *************** When particle board gets wet it swells and causes humps and unlevel conditions. In order to complete your install you will need to hire a General contractor to replace your subfloors upstairs with new Plywood or OSB and make sure everything is level. We will also need the particle board on your steps to be replaced as well due to the glue that is used to install the cap a treads. The glue will cause the particle board to swell which is why we needs it changed to Plywood or osb as well. LVP flooring requires subfloors to be nearly perfectly level. We recommend using a 6ft level to determine the levelness. I spoke with the installer about downstairs and he said he is able to install downstairs with some moderate floor prep that he can do himself. If there are any strong odors coming from the subfloor downstairs we recommend putting kills down to seal out moisture and odor but this is up to you.  We can have him return tomorrow to complete downstairs. We have notified ********** and asked them to reach out to you with referral for General Contractor. If you did not want to change out stairs the only other option is carpet. We also have a few questions regarding your steps as the installer noted you have 22 Steps and 4 landings but we only have cap a treads and labor to install 15 steps and 4 landings. What are we doing on the bottom 7 steps that are open on left side? Once your subfloors are fixed please give us a call and we will get the installer scheduled for your completion. Please give us a call or reply to this email with any questions or concerns you may have.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased laminate flooring from ********** which contracted with Romanoff Renovations for install. Laminate flooring was installed in my family room, kitchen and hallways. A few days after they finished the install we began noticing several spots that are lifting. I called and asked if someone could come out and fix it since it was just installed. Nobody has called me back. *** called and talked to a rep on 4 separate occasions over 3 weeks requesting someone come out. The rep told me that have relayed the info to the local office. Still nobody has contacted me to fix my floors. The rep just tells me to keep calling back. This is terrible customer service. I feel as they collected my money and did not care about the quality of work. We spent our savings on replacing our old worn out floors. Now we are stuck with boards lifting up everywhere. The problem seems to be getting worse as more and more areas are lifting. I feel like this business is just ignoring me since they already got paid. Please help before my floors are ruined.

  Business response

  05/22/2023

  Good Morning, **************,  I apologize that you've struggled to reach someone in the local office to address your concerns. I have contacted the Manager and the Regional Manager; you will receive a call today.  Should you have any further issues, please feel free to contact me directly: *****************, Romanoff ***************** *********************************************  Thank you.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Carpet through ********** in April of 2022 Romanoff renovations is the installer for them they showed up on site to install let the carpet loose in the hallway was messed up, got in contact with them to have them come out and fix it they sent out two of the representatives. We had an agreement on redoing the hallway closet, and re-stretching two bedrooms, staining a threshold and it took 2 months for them to find carpet and bring it out in the mean time I have had to take time off work and move all my stuff for them to come in to work in the house, when the installer showed up, they redid the hallway, but did not do the closet, now carpet cannot be found for that closet, and the threshold never got stand, it has been about nine months of dealing with ********** and Romanoff renovations, now the carpet is not available I propose that they pay me $1500 and I will go away. They will not do that. I really do not want to pursue legal action because of the time and effort it takes and they will not re-install new carpet in my house theyre very very difficult to work with they are not very professional and do not answer phones. I would like to have some thing resolved. I hope you can help me out. Thank you. Horrible company to deal with.

  Business response

  01/26/2023

  Good ****************** I am so sorry to hear about your experience with Romanoff.  I am traveling today, but I will follow up with the local office to get you a satisfactory solution to the issues you mentioned.  I will call you once I speak with the Manager and have more information. Should you need anything in the meantime, I can be reached at *************************************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought flooring and molding, and Romanoff Renovations was supposed to install it. Originally scheduled for December 5 and 6th, 2022, an error in scheduling (confirmed by District Manager ****** in a subsequent call), caused only flooring persons to be scheduled. Another day, December 7, 2022, was scheduled for molding installation. The flooring workers were supposed to pull 64 ft of molding (which was the only molding in the house being worked on) and install the flooring boards. After watching the workers for about 6.5 hours, we left as there was one room left. During this time, they cut the flooring too short leaving large gaps and left molding on the wall. We realized this error on December 7, 2022, when that worker tried to double-layer molding on top of what was there to cover the gapping flooring holes. We called ******, the Salem Manager, the same day to correct this by ripping out the erroneously cut flooring and doing the job in the bid (remove/install molding and install flooring). She failed to assist and the matter was escalated to ******. She immediately purchased new flooring and molding, and had it delivered on December 8, 2022. ****** advised the same day as the delivery that the fix would occur on December 14, 2022, from 8 am to 11 am. We followed up multiple times to confirm up until the day of the re-installation. On December 14, 2022, we continued to follow up on when the installers would arrive. At 10:50 am, ****** called us and stated the workers were not coming and the fix had to be pushed to December 15, 2022. ****** agreed that we would be compensated at our professional rates for taking yet another day of our time to fix this error. I advised ****** of this but have had no direct contact from her. To clarify, we are only asking for repayment of three hours of our time, in addition to any further time spent waiting for installation or watching the worker do the installation to correct any immediate errors. And molding/floor complete.

  Business response

  12/15/2022

  Thank you for your email. I apologize for the issues with your installation. I will follow up with the local office to ensure the agreed upon amount is reimbursed. The Manager will contact you with next steps.  Thanks.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* was hired through ********** for flooring services. Installation occurred Mar 2022 and the installer damaged my walls and installed flooring improperly. Romanoff sent another contractor out in Sep to repair but they installed a wood piece incorrectly. I would like my door frames repaired and wood flooring repaired.

  Business response

  11/21/2022

  The floor was installed properly. The door jambs were cut too high by another company that did work in the home.  The complaint was denied by the insurance carrier.  No further action is being taken on this project.

  Customer response

  11/21/2022

  The flooring was not installed properly(does properly include wood pieces stick up out of the floor where children are present) refer to photo. Flooring shouldve been cut evenly across and if you refer to the photograph they werent. The door jams where chipped upon flooring removing from Romanoff and some not all were cut by a crew member to get the wood underneath.  If they dont want to take ownership for the wood pieces cut they should definitely take ownership for the ones chipped on each door jam this has been a process going on for almost a year and it seems the only way to resolve is bedding to look like through ligation.

  Business response

  11/29/2022

  We did not damage any part of the customer's walls or install the ******************** incorrectly. We removed 3/4" hardwood and installed LVP.  This claim has been denied by the insurance carrier and no further action is required.

  Customer response

  11/29/2022

  This is not installing the flooring correctly please refer to photographs. Company has stated they would come repair the flooring but no longer responding to calls and when I ask to speak to ****** or ******** they are always on a call. Romanoff informed Home deport they were going to repair this part of my flooring but has not scheduled. 

  Business response

  12/05/2022

  Thank you for the updated information; I will follow up with ****** at the local office and have her contact you with next steps.  Should you need to reach me directly, my email is *************************************

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 2020 Romanoff Renovations put down a lock in floor over my existing floor which was glued down to the slab. There was moisture and mold and it should have been ripped up. I brought it to the workers attention and he said h*** clean it, floor over it and never have to deal with it again. Since then, they have been out tofix the problem numerous times. They came 3 days ago, took up the flooring they put down and has exposed the mold to my house and did not want to work and left my house. This is going on day 4. Please help me. This is a nothing but a danger to my families health.

  Business response

  08/18/2022

  This customer had a pre-existing issue with their original floors. The home had a moisture reading ranging 27-60% (the acceptable range should be no more than 20%0), which is causing customer's existing hardwood ******************** underneath to buckle. Which in turn is affecting the floor above it. Romanoff has agreed to remove the installed floating floor and reinstall the vinyl as a good faith gesture, but the customer would have to remove the glued down hardwoods.  We have emailed the customer a quote for ********************** to remove the hardwoods and left multiple messages for this customer, have not heard back from them. The customer has also been given multiple options from the *** at Romanoff in an effort to resolve this issue.

  Customer response

  08/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased carpet from *********** They contracted the installation to Romanoff. Romanoff has made four installation appointments with us. The first appointment, they told me that the installer had a family emergency. They never called to tell me. I had to call them to find out why he never came. The second appointment they told me the installer had a swollen knee, and so he never came. The third time was our fault. My husband was waiting around for the installer and went outside for about 15 minutes. During that time the installer called and said they'd arrive in 5 minutes. My husband did not hear the phone ring nor the doorbell, if they actually did show up. The fourth time we waited until the end of the appointment time frame which was 2:00 p.m. At 2:10 p.m. I called them and asked if the installer was coming that day. They put me on hold and called the installer. He said he was working a large job and it would take another two to three hours which would have him arrive at our location by approximately 5:00 p.m. . We said that we would be okay with that. They said they would get back in touch with us that day. They never called again and the installer never showed up. They have consistently thrown us under the bus, I think because our job is very small and not worth much money to them. Unfortunately, every time I need to reschedule the installation, instead of being put to the top of the list to get our job done, we are thrown to the back of the list and have to wait another week or two just to get the installation appointment.

  Business response

  08/01/2022

  I am so sorry to hear about the issues with the installation.  I will reach out to the local office and have the Regional Manager contact you for further follow up. It is never our intent to reschedule customers, I apologize for the inconvenience. 

  Customer response

  08/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

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