ComplaintsforHinsFord Building and Remodeling, LLC

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I contracted with Hinsford for a kitchen remodeling project. Part of the remodel included installation vinyl plank flooring. Not all of the persons who installed the floor were skilled in installation of flooring and there were gaps and unevenness with some of the planks. The installers came back twice to fix obvious problems and we thought all had been corrected. We paid our final installment for the remodel in August 2021. Now in November there are large gaps between some of the planks and even chips in some of the planks. This is unacceptable. We were told where to purchase the flooring and told they (Hinsford) could install it. What should we do now?

  Customer response

  12/20/2021

  Consumer has confirmed with BBB that the Business has addressed the issues and will be replacing the floor. Considers matter resolved.
  

  Customer response

  02/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******

   

  Customer called BBB 2/2/22 and stated the flooring has been installed but it is not the product that was specified in the contract. A 3rd party actually did the installation and customer has not been able to get answers from the 3rd party installer or from HinsFord.

  

  Business response

  02/07/2022

  Any issues with flooring under Hinsford's contract with the owner were resolved (this is recorded through the BBB). The owner then hired a 3rd party flooring company to work directly with for a new project, under a separate contract. Any complaints pertaining to this work are not associated with Hinsford and should be directed towards the 3rd party flooring company. 

  Customer response

  02/08/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  **** ******
  
  I would like to add the following details in response to Hinsford's comments.
  
  Hinsford Building and Supply arranged for the third party to contact us to arrange for selection and installation of new flooring in two rooms due to incorrect installation of flooring by Hinsford. We did initiate a separate contract with this third party to install matching flooring in adjoining rooms. The third party did not install the correct flooring in the rooms covered by Hinsford's contract or the rooms coveted the separate contract we entered into with the third party. They substituted a different flooring material that is not the same color, the same thickness or made by the same manufacturer as the flooring named in our contract. I cannot state with certainty what the contract between Hinsford and the third party stated.
  Thank you.
  

  Customer response

  02/12/2022

  I have attached a copy of the estimate sent to us via email from ******* ****** and a photo of the label on the flooring that was actually installed. We reviewed the estimate/proposal from ******* ****** in December 2021 and responded to them via email that we wanted to proceed with the installation of flooring as described. A start date of January 10, 2022 was arranged with ******* ****** by phone. Our estimate did not include the estimate for the flooring to be installed in the kitchen and dining room. That portion of the proposal was being paid for by Jeff Hinson (Hinsford Building and supply). Jeff H. later told my husband he was billed for $1800 by ******* ****** for the flooring installed in those two rooms. After the installation I noted the floors were much darker than what we had picked from the options Adam from ******* ****** showed us in our home. I then looked at a box of the flooring they had left here after the installation. (I uploaded a photo of the label on the box.)The box is labeled ********* Collection and appears to be a product sold under **** ******** inhouse label. When I called **** ****** flooring (distributor used by ******* ******) Steve told me they did not have the product we had chosen and that they substituted a product they had a large quantity of on hand inhouse. Please let me know if you need more information.

  Thank you, 

  **** ******

*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. ↩