ComplaintsforRoy's Hardwood

• Initial Complaint

  13/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After Roy's Flooring ******* ** our hardwood floors they did come and replace the flooring. Unfortunately the workmanship was not good at all. A hardwood floor that should last for at least 50 years needs to be removed as of the way it was installed. There is hundreds of gaps between the planks and the planks are moving with almost every step. They are not nailed properly, there is spacing between hardwood and the floor which will cause the wood to break if stepped on. There are many joints in line which causes more movement. This floor will be coming out and will be installed properly by someone qualified. Detailed description of the complaint is attached. Further to the replacement outlined below, I did make Frank an offer his company could pay back the $2600 they have been paid and I would take my losses and hire another company capable of doing the job and I will honor what I said. However, based on supporting evidence the proper resolution is replacement.

  Business response

  28/10/2021

  My installer installed the floor over a few days. When he arrived on the second day there were pieces of tape in various places in the floor. Lance asked about the tape and *** said “Ignore those, they have nothing to do with you.” Lance noticed one of the pieces of tape was at a gap and he told *** that he could fix the gap. *** said no, just keep going. *** hand selected each piece of flooring and handed them to Lance to install.  This is not what a homeowner typically does. That causes the installation process to take twice as long and is very disruptive. I am surprised that Lance didn’t refuse to continue as he is paid piecework, not hourly. *** continually told Lance that he was doing a good job and even had him over for dinner when the job was completed.   Once the job was finished *** refused to pay the balance and sent photos of the floor with the pieces of tape in various places. 

  Customer response

  02/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  First of all I tried to keep Lance's name out of this but now that he is making up stories he is involved.

  When Lance showed up on the second morning he showed up quite late around 10am considering he spent the night in the hotel.  He went through the gap problems and loose planks and he knew my displeasure.  Lance did fix one gap, he took out a couple of planks to get to it.  Why this person would say I slowed Lance down is beyond me.  I had 6 boxes ahead of him ready at all times and the helper was the one who would set the planks on the floor in place ahead of Lance.   The job was scheduled for 3 days as he did have a hotel booked for 2 nights.  He did stay the night after the second days' work and returned the following day again around 10am to pick up his tools. 

  As for refusing to give Lance money Lance did not even know he was to bring back the $2000 with him.  I, however, honored mine and Frank's deal with total displeasure which I did not express to Lance as I was dealing with Frank not his hired help.

  Yes, my wife and I fed Lance and Ron dinner.  We also told them they did not need to rent a hotel that we had two empty bedrooms in the house.  This is who we are. I am sorry these people have to make up stories and use our hospitality as fictitious support that we were satisfied with their work.

  Two of my last calls with Frank in the middle of August where Frank said Lance would be here to rectify the problem would make it the next week to make everything right.  I told him he was welcome to come and show me how he was going to make it right in another conversation later that week he said Lance would be here in 3 days.

  After the first problem with the floors I was advised to record calls.  I do not want to resort to this but I did play one for the Better Business Bureau with Frank saying Lance would be here next week.  This call is dated August 16th. Lance is still welcome to come and make the floor new.

  
  Sincerely,
  *** ******

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