Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/22/2024

  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.

  Approximately late April, early May 2023 I engaged the company to refinish approximately 1000 sq ft of hardwood flooring in the first floor of my home including main stairs. As well as installing hardwood in my upstairs hall and in front of my front door on the first floor. The Company representative came out to my home several months before to assess my floors and determine if my floors would be a candidate for their "sand-free" refinishing process and to determine the cost. I was assured the process would work on my hardwood floors. I engaged the company and services were provided including a color finish and epoxy top coat on the floors. Within less than a week the color began to come off the flooring. I contacted the Company representative immediately and provided pictures. He came out to assess the floors. But could not offer a solid explanation as to what happened. The technician who actually completed the process in my home never came out to look at the problem. No testing was completed on the floors. The Company representative never initiated a call back unless I contacted him again by phone or email. He proceeded to stall and came out to my home approximately five times to continue to assess the damage. He then told me it had to be my floors, "probably from China" and in order to correct they would have to sand and refinish my floors for an additional cost. No specific plan as to how they would do this or the costs was ever provided as I indicated I was opposed to paying an "upcharge" when he assured me the original process would work on my floors. I was so frustrated after months and months of nothing i requested a refund, I was told they would give me a $2,800 refund on $6,400 project. I recognize the new flooring and install costs for the two hallways should be excluded from refund, however, because of this inadequate process my floors are totally ruined and will need to be completely replaced. The offer of refund is not sufficient.

  Business Response

  Date: 01/23/2024

  For reasons that we still don't understand, the sandfree process did not adhere the urethane to the existing floor.  We tried repeatedly to fix the problem and to determine what caused the issue.  We were not successful. In the contract, it is stated that if there is a SandFree failure, we will sand the floor.  We will credit the amount of the SandFree and charge only for the sanding.  We offered this to the customer.  We had concerns about sanding the floor because it was very thin.  The customer decided not to sand the floor.  We offered to refund the complete charge for the SandFree, but the customer didn't want the credit.  She left us with no way to satisfy her.  She wouldn't accept the credit.  She didn't want to sand the floor.  This was the only time in 2023 that there was a problem we couldn't solve.  There was something on that floor that prevented adhesion.  We still don't know what it was.

• Initial Complaint

  Date:09/28/2023

  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.

  Person charged us 100,000 to repair and fix our condo in Philadelphia Unfortunately a significant amount of work was either not completed or not done properly I’m he painting was terrible He did not change an electrical box over in the property an it currently does not pass code Flooring is unequal Drop ceiling off at places 1-2 inches and makes sliding barn doors unequal and not working He over charged us for supplies up to 3x value or charged us for things he did mot do Plumbing does not work or is loose Leak into apartment/condo below due to his poor work He attempting to fix things but did not It is not in movable condition

  Business Response

  Date: 09/28/2023

  In April, ****** gave us a detailed punchlist which we completed.  She directly paid for the appliances, the cabinets, and the quartz.  We installed the appliances and the cabinets.  We had nothing to do with the quartz.  We heard nothing from ****** until July 1st when she began charging back her credit card charges for the previous 270 days.  No notice.  No complaint.  

  After she made the chargebacks, she began to list items that she felt needed to be addressed.  As I said then, and I have continued to say every time she registers a complaint, we will be happy to come back and address her issues, but she has to let us into the apartment, which she has refused to do.  We can't even look at her complaints to see if they are valid or not.

  I can say - there is no chance the ceiling is off by 2 inches.  The spacer boards are attached directly to the cement ceiling.  If there is any discrepancy it is in the cement ceiling.  This is not a drop ceiling that can be adjusted. 

  We removed a soffit in the kitchen, because the cabinets she ordered were too big to fit with that soffit.  There was no charge to remove the soffit.  She has complained that the caulk we used settled.  The cabinet sales company told her using caulk was the proper technique.  It is about a 10 minute fix to add caulk to that seam.  

  She has complained that the 3 1/2"  molding, specified in the proposal, leaves some gaps - never more than 1/8", between the bottom of the molding and cement floor.  She admitted that adding quarterround would solve that problem.  We offered to install quarterround at no additional cost, but she refused to respond to that offer.  This is a 70 year old cement floor, that is somewhat wavy, although not as bad as many other floors that we've seen in these older buildings.  If these minor gaps are a problem to her, we can install quarterround at no additional cost.

  We can look at and see what the issues with the barn doors are.  I can't respond to that complaint without seeing the unit.

  Her items of dispute change with each complaint.  If we are permitted  to go into the apartment, we will be happy to, at no cost to her, address each of her complaints.  I have yet to understand why this is not acceptable to her.

  Customer Answer

  Date: 09/28/2023

  Unfortunately everything that ***** is saying is untrue. Thai whole situation is very sad and disappointing. ***** is a sick man that lies and is untrustworthy. I have included a picture of the caulking job he did above the kitchen cabinets. That is just a smidge of the poor job he has done. I can provide more pictures, text messages, etc.

  Customer Answer

  Date: 09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  ***** is lying about everything. All of what he is saying is untrue. 
  for example, I emailed with the cabinet company and they stated that they should use a strip that must be ordered to rectify the situation above the cabinets. Never did they say to use caulk. I have the email correspondence 

  The barn door in our master runs against the floor, he told us he sanded it down, never done. 
  ***** was never going to put quarter round down bc he tried caulking the floor where they left gaps with the exposed subfloor. He stated he was going to order more flooring to fix the issue but caulked it instead. If ***** would have offered to fix the floor correctly we would have agreed, however he declined every request to finish the punch list, although he feels he did.

  Regards,

  ***************************

  Business Response

  Date: 09/29/2023

  When we are allowed into the apartment to assess the complaints and send men to resolve the complaints we will do so.  It is up to ****** to let us in the apartment.

  Customer Answer

  Date: 09/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  *****, you paid you $100,000 to complete what we thought was a complete renovation…that was not done. I personally walked you through the condo back in April and you made an attempt to fix the issues on the punch list, however you miserably failed in doing that. Including lying about work done. So why would we trust you to fix any of these issues for a third time. Currently we are paying another contractor to make the condo habitable. You are past the point of going back in to what you call fix things. The stage would be you giving us the money back to fix the problems you and your men neglected to do properly and repair the first and second time. So if you like to end this, you can feel free to send a check in the amount needed to do your repairs.

  Regards,
  
  ***************************

  Business Response

  Date: 10/01/2023

  We received a punchlist and completed that in April.  Actually there was a punchlist from you and one from your husband *************.  We completed both.  There were no complaints from that point  until July, when without notice the chargebacks began.  At this point, there is no reason to keep answering this complaint with the same answer - if you let us into the unit we can see the problems you are complaining about, and then send men into the unit to fix them.  If we can't fix them, then you can get an expert witness - not your brother - to make a formal inspection and comment as to the future course.  As I've said since July, you need to let us into the apartment.