ComplaintsforMccullough's Flooring

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  McCullough Flooring installed our floor in April 2020 and during the following three years, the flooring or installation has failed in multiple areas. They are claiming our moisture levels are too high, though we have independent moisture readings that show they are below the levels approved by the flooring manufacturer. We also believe that McCullough's Flooring, as the expert, should have tested moisture levels prior to installing if they believed it would be a problem or suggested a vapor barrier. However, the fact that the flooring has failed in multiple areas over a period of time suggest that moisture levels are not to blame.

  

  Business response

  07/07/2023

  We have been in contact with the homeowner. We completed the flooring installation on April 2, 2020 per the manufacturer's instructions.  On May 16, 2020, the customer had water backup at the front of their home that seeped into the basement bedroom and flooded the floor.  The issues occurring downstairs are related to the flooding. Flooding is not covered by the manufacturer's warranty. 

  Customer response

  07/21/2023

  Then I want to send this 
  
  Middendorf & McCullough are now claiming that our foundation is not up to appropriate standards, but as the contractor and subcontractor, whom we hired for their expertise, should they have not ensured that our foundation was suitable for the building of a modern home on top of it, and should the flooring contractor not have recommended against installing this type of flooring without replacing the foundation if it in fact was not suitable? We told them numerous times prior to beginning construction to make absolutely sure the foundation was sound before proceeding because we did not want moisture problems in the basement. 
  
  Every time they respond they have a different excuse. Middendorf claims the flood in May 2020 was caused by the landscaper but it was in fact proven to have been caused by the inadequate gutter and downspout installation, which that subcontractor later remedied. Middendorf agreed separately to fix the leak that day, not out of the goodness of his heart, but because even though  they believed it was the landscapers fault, they arranged a quid pro quo exchange because the landscaper agreed to repair a fallen retaining wall that Middendorf’s crew had destroyed by driving into it with heavy equipment.

  
  Middendorf was our representative at the time of the flood and should have made McCullough aware of it if it in fact endangered the warranty. The house was still under construction at the time of the flood. We relied on them as our main point of contact.

   

  We supplied all pictures of all the points of failure to indicate an ongoing pattern of failure. The ones that have not been fixed were titled “pending.”

  
  Their response to this only cements our conviction that Middendorf & McCullough are responsible for our flooring failure.

  Customer response

  07/24/2023

  We wish to clarify that Middendorf’s claim that  he was required to build on the existing foundation is not true. We upgraded many things in the rebuild at our own expense, such a recommended upgrade to a larger electrical service, an recommended upgrade to a larger hot water heater, a recommended upgrade to a more durable drywall treatment. If Middendorf or McCullough had ever indicated in any way that our foundation was unsuitable, we would have discussed replacing it at our own cost, or taken it back to the insurance company, Middendorf assured us that the foundation was in adequate shape to be built upon. 

  

  Business response

  07/26/2023

  Flooring installation was completed in the ********* home on April 2, 2020.  Unbeknownst to us until recently, a flood occurred on May 16, 2020.  The flooring warranty states that damage caused by flooding, fires and other accidents are excluded.  See attached warranty.  

  Also attached is an email dated June 19, 2023 from our vendor stating that installing a 6 mil poly was not part of the instructions in 2020 at the time the floor was installed.  The issues with the flooring in the lower level are due to the flooding. This is an insurance claim not a manufacture or installation defect.

  Attached are photos that clearly demonstrate that the basement was flooded.  With the amount of water backed up at the exterior of the home, there is no way of knowing how much water seeped under the flooring in addition to the amount of water shown on top of the floor in the photos.

  The water issues need to be resolved and the flooring replaced. 

  I can sympathize with the frustration of the flood as my own home has been flooded.  We feel we have gone above and beyond our obligations in providing repairs at no charge for issues not covered by the warranty.

  Customer response

  07/27/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  there are multiple areas of failure of the floor that are upstairs - nowhere near any moisture and untouched by furniture legs. We have multiple areas of peeling, lifting, and displacement in front of our stove, in the living room, in the dining/living room walkway, in the master bedroom and in the pantry. These have experienced no moisture, no flooding, and do not have furniture placed on them, yet the failures are identical to the basement failures, supposedly caused by a minor flood. 
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went with McCullough's to do the flooring for our entire main floor remodel. Work originally began in May of 2022. After the flooring was laid in the kitchen, the transition piece that we purchased to transition from the kitchen to the basement steps was not initially installed prior to the flooring being laid as it needed to be. It was explained that they could get a different transition piece and come back to make it work. We figured that was fine and it would all get worked out shortly. Also, finishing pieces still needed to be installed between the flooring and the main stairway in the house going up. As we waited, we went ahead and decided to purchase some more flooring from McCullough to use one day on our 2nd floor. I have called numerous times requesting for the job to be completed and our newly purchased flooring to be delivered. Each time, I hear that they will talk to the scheduler again. From May 2022 to now has been 10 months time. Every other project pertaining to our remodel has been completed since Summer 2022. With it now approaching on a year, I think it is safe to say this has been an unacceptable amount of time to be waiting for a couple of simple things to be completed. The main goal at this point would be to finally have the job complete. A small refund for our troubles wouldn't hurt though as well, considering we purchase additional items on top of our original purchases. All in all, we've spent quite a lot of money for an unfinished job.

  

  Business response

  03/29/2023

  We have contacted the homeowner, discussed the situation and are working on resolving as quickly as possible.

  Customer response

  04/14/2023

  I did not initially respond to the last BBB notice because a resolution was still in the works with the business.  When the matter did get resolved, I then logged in to update but the BBB had already closed the case. I figured I would wait for the issue to be resolved in full before confirming it with the BBB.  It is now resolved though. 

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