ComplaintsforSulcas Carpets

• Initial Complaint

  04/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Entered into contract with Sulcas Carpets and More for remodel of kitchen and other rooms on 8-5-2022. Remodel to include new countertops and tile, plumbing install, and wood cabinets re-stained. Invoice price for completion of project was $24,500. Sulcas requested 50% deposit. $12,250 was paid on 8-5-2022. All work except the cabinet staining was eventually performed satisfactorily, albeit following many delays and miscommunication. Some minor issues remain unresolved. Quality of stain work on kitchen and family room cabinets was very poor. Stain was unevenly applied, streaked, peeling and cracking. Doors were overworked to the point of being unrepairable. Several contractors were asked to provide quotes for repair but refused the job due to the condition of wood. The only solution, per the contractors, is to replace all affected doors and drawers and stain to match the rest of the house. We attempted to resolve through numerous emails, phone calls, personal discussions and written letters including by certified mail. Nearly seven months since work had begun we are left with cabinets that are not repairable and Sulcas has not addressed the problem or responded to our concerns. The cost to replace and stain the doors and drawers exceed the amount that we would owe the contractor. We have quotes ranging from $18,600 to $35,019. We desire to terminate our contract with Sulcas Carpets through a Release and Hold Harmless Agreement so we can hire a qualified contractor to replace and repair all damaged doors and drawers. We are fearful that the stain in other areas of the house will fail as well and would ask for an extended warranty on that work as well.

  Business response

  04/08/2023

  Good morning,

  The email below was sent on April 7th replying to the letter we received, asking if the dates and times provided will work for us to come over to measure for new doors and drawers has they requested. Or if they had other dates that work for them. We have not received a reply as of this morning. 

   

   

  ********************* <**********************>
  customfloors sulcascarpets.com
  Good afternoon,
  
  
  
  
  
  *********, ** 95624
  
  F: ************
  Mon-Sat
  

  Customer response

  04/10/2023

  I am rejecting this response because:

  We wrote a certified letter to Sulcas following three months of no action on their part to resolve the issue of their painters ruining our kitchen and family room cabinets. When we received no response to the letter, as has been the case on multiple occasions since the project began on September 12, 2022, we responded  with the following message:

   

  To Sulcas Carpets and More 

  We received your email response to our certified letter on Friday evening, April 7. By that time we had submitted our complaint to the ************************* and the **********************. 
  
  
  At this point, seven months since the start of the project, we have lost confidence in Sulcas ability or willingness to satisfactorily complete the repair of our cabinet re-stain project. As far as we are concerned the project has in fact been abandoned.  No work has occurred since November, 2022 and our last discussion was on January 4th when you told us that you would have the ********************* Paint Representative come to our home to determine why the stain was failing. We have had no contact or follow up from Sulcas since that date. Any assertion that weather precluded further work from being performed is factually untrue. 
  
  
  We have asked the ************************* and ********************** to assist us in resolving this matter.  We will wait for their response before agreeing to meet or to have further discussion. 
  
  
  ********************* and **********************;

   

  Sulcas response to our Better Business Bureau complaint is again factually untrue. An email response was sent to them yesterday and they are again avoiding responsibility. We have provided dozens of email and text correspondence to our State ************************* complaint with over a dozen photos attached. We have had multiple contractors look at the work and comment on the extremely poor workmanship. We have simply asked for what we contracted for and Sulcas has failed to make things right. Only after they learned of our complaints have they bothered to reach out. 
  

  attached is just one example of the quality of their work. I would post 30 more if I could. At this point we want to be released from our contract so we can hire another, less contentious contractor, to complete the work

  
  

  Business response

  04/13/2023

  I want to send my cabinet maker to measure for the new doors and drawers per their request and ******** can order them and if they let him he can re-stain them or they can have *************************** stain them per his quote. 

  Customer response

  04/17/2023

  I am rejecting this response because:

  We have lost confidence in Sulcas ability or willingness to repair the damage to our cabinets. Sulcas cabinet maker has been to our home to assess the damage in the past but was not involved in the process that led to the cabinets being irreparable. Sulcas admission that the cabinets got away from the painters and their unwillingness to address this matter in over six months leads us to not trust them any further. We request to be let out of our contract without further work or payment so we can hire outside contractors to complete the work- at additional cost to us- to ensure quality work.

  
  

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