Complaints

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• Initial Complaint

  Date:03/25/2025

  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.

  We contracted with them for a new floor , 1500 sqft on Jan 13, 2025. The installers used the wrong adhesive and got it on their shoes. Its all over the new floor and cannot be removed without damaging the floor. The company viewed and saw the damaged and agreed that it needs to be replace. They are now not responding to the issue. Additionally , the installers did not have a table saw or track saw to make square cuts. The radiant heat in the floor needs same size openings and now they are not square causing an $2000 increase in custom vent cover sizes. They also got adhesive on our bathroom tile floor and our tile hallway.

  

  Business Response

  Date: 04/15/2025

  **** *******

  They
  did contract with us for new hardwood flooring. 1260 ft.² in an amount of
  $23,000 a little less square footage and a little less money than presented. The amount was reduced due to that was needed.
  
  The
  installation crew did get some adhesive on the finish of the hardwood flooring that cannot be removed, by
  accidentally stepping into it and walking across the flooring. Our installation crews are
  subcontracted, and this falls under property damage, which their insurance does
  cover. The insurance Adjuster contacted the homeowner and ask him To provide
  three quotes to replace the flooring.
  That
  was too much work for him, so I have been working on his behalf to try to get
  them some additional, legitimate flooring quotes and has received them.* The
  slight texture change from the adhesive getting on the hardwood flooring is legitimate However, if you ask him to send you a picture of the spots, they would
  not show in the pictures, they are so minute.

  
  The
  correct adhesive was used as best, proved by the fact that the floor is firmly
  secured and not loose In any way.
  
  As
  for the specific cuts around the heater vents, he said he would provide a laser
  mark to know exactly how we needed to cut them and we would send our Service
  Tech out to do that, Unfortunately, he has yet to do that even though our
  Service Tech has been there four additional times, night and day to accommodate
  him touching up anything he felt wasn't the way it needed to be done.
  
  His
  refund can only come from the insurance claim.

  Customer Answer

  Date: 04/17/2025

  [BBB transcription via email]]

   

  Thank you for your follow up on this matter. I have read thru the response and do not agree with some of the statements made by the supplier. 
  
  The issue is the supplier has rolled this to the insurance company and now they are non-responsive. It is our opinion that its not our responsibility to build the repair scope, acquire the estimates and then negotiate the validity of the improper installation. 
  
  The suppliers written comments are contrary to what he stated on site. The glue spots are in the hundreds, though each is roughly the size of quarter.