Complaints

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• Initial Complaint

  Date:03/26/2024

  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.

  March 7, 2024

  We - my husband and I had showed the workers and owner the problem areas. We still weren't happy -- We gave pictures of areas -- owner came back for more money for underlay which he agreed we didn't need -- then changed his mind -- He came back to collect full amt. $10,000

  $600 more -- We tried to show him the areas 

  He stormed out of the house and bad language slammed my door.  Everyone who came to house to visit said they did a lousy job to report to get it resolved:

  Business Response

  Date: 04/01/2024

  3/28/2024

  Overview: 

  Customer came into store looking for vinyl plank, and I showed them a few different products to consider, and scheduled a site visit to measure.  They told me they wanted to spend $4000 max and I showed them some mill specials that they thought would work.  I stopped @ job to draw and measure the areas, and the double LR had carpet, pad, so I peeled back an area in the corner of the room to see the subfloor conditions. The product they picked is a 5 mm thick glue down (est 1/4" thick), and based on what I could see in that corner, I felt that we could install it over their subfloor.  I did tell them that a new layer of 1/4 ply would be $600 more, and they said they really didn't want to spend anymore.  So, we scheduled the job to start Tues 8/1.  My installers removed the carpet pad and disposed, prepped the existing subfloor for the new material, and installed a good part of the room the 1st day.  The customer called me to come look @ the job, and I came down to see the customer. The subfloor was not as smooth in areas hidden carpet/pad as I had seen in the corner, and the imperfections showed thru the product in several areas.  I told them we should tear it out, and start over wit new 1/4 ply, and it would add $600 to the bill.  They said they wouldn't have he xtra money til end of month, and I said no problem.  I'll work with them.   We installed the new 1/4 ply and new vinyl plank, and it looked much better.  They told the installers, and me they liked it.  There were a few planks hat needed more glue, but we addressed it immediately.  We then started in the kitchen, which had laminate plank loose laid over sheet vinyl.  We removed the laminate and prepped the sheet vinyl for new vinyl plank.  We completed the installation in the kitchen, and customer asked us to do the few steps in kitchen with same material, and we did at no charge.  Everything got very nice, and there were a few that had to be spot glued (not unusual). I stopped down to look at the finished job and asked *** for a check for the agreed price of $4100.  (the xtra $600 would be paid in 30 days or so).  *** wrote me a check, and my installers who were still there, said ***** was mad at *** for writing a check,  We did the job professionally, and came to repair little minor issues.  About 4 weeks after, I called about the xtra $600 and they said there more issues, so I stopped down to look at, and they had blue tape all over the floor showing ridiculous "problems" with the floor.  I knew they were just trying to get out of paying for the xtra 1/4 ply, so I told them to forget it, and never call me again.  They are posting complaints on ********, but never called me about any problems, and still owe me $600. I went the xtra mile + to please them, and still complaining.  I've been in this business 40 + years , and have always tried my best to make the customer happy.  Sometimes, it's just not possible.  

  *** **** - owner