Complaints

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• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Master Touch did subpar work and created $26k in property damages in our home with an unprofessional flooring job. The work conducted by Master Touch and their sub contractors was done improperly and inconsistent to manufacturer specs provided for the flooring. In addition, they did not carry insurance for the work they sub contracted. Our contract did not specify that the work would be sub contracted out and committed to being fully insured. None of the floor installation work was insured. This has left us with no ability to cover the damages via the contractors insurance. It has been one year and we have been working with master touch in good faith and have yet to come to a reasonable resolution that does not require us to assume financial responsibility for poor workmanship. The current value of our home is devalued and we have no means to address this based on the latest correspondence from the Contractor. We are asking for compensation to demo the existing flooring and install with material provided by the manufacturer. In addition, we are requesting that our accommodations for the estimated time to complete the work be covered. We are asking to be made whole for the damages caused. There is some confusion of payment of an invoice. It is not clear to us that these moneys are due and it is not clear to us based on review if the invoice what work was completed relative to the contracted work. We have paid several invoices to master touch. We dispute the work conducted for this last invoice and have made that clear to master touch when presented with the invoice.

  Business Response

  Date: 11/19/2024

  To Whom It May Concern,

  
  

  Thank you for your response. I reply to complaint ID# ********...

  
  

  First of all the assessment of 26k in damages is not accurate as there is cupping in several locations only. ************************************** hired, and paid (which I have offered to reimburse) an **** (**********************************) certified inspector. By his recommendation I have offered to perform the repairs laid out in his report. The ********** declined having us do any further work in their home (which I can understand). I offered to pay to have an **** certified installer to do the repair work on several different occasions via written letter and emails. Each time they have declined, demanding full replacement of the flooring we installed plus 3 weeks lodging @ 550..00 per night for an ******* I received a email from them stating their demands and was given a two week time frame to hand them a check in the amount of 26,500.00.

  Master Touch Construction, **** is not willing to answer this demand, but is willing to perform repairs laid out in report.

  As far as insurance is concerned our company carries and maintains General Liability Ins. as well as Workers Comp. 

  Please confirm @ ***************. License # ******.

  The ********** have paid the final invoice referred to in the complaint.

  Not sure what more we can do at this point.

  Please advise

  
  

  Thank You,

  
  

  **** *****

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

  Customer Answer

  Date: 12/04/2024

  Why we reject the Master Touch response: 
  
  The assessment of approximately 26k in damages is accurate as there is cupping in several locations in every room throughout the entire house. Based on expert opinion, cupping to this extent indicates a systemic problem with the   installation. The Master Touch response attempts to minimize the issue. The failing floor system has been examined by several experts and each have determine the entire system requires replacement to ensure a quality floor long term. The cost for new material is 11k. The cost for demo and installation is 13k to 16k depending on the method of install. The cost for lodging is based on up to three weeks of work during which time we are not able to live in the house. We both work from home, my daughter is enrolled in remote classes during part of the year, and we have three pets. 
  
  The certified inspector we hired was asked to provide only an opinion relative to how the flooring might be fixed IF an entire redo of the floor was not conducted. He did not recommend a partial fix but we asked him to provide an opinion on a partial fix option.  He provided a recommendation If we didnt replace the flooring. He suggested such a fix was a wait and see option only. It might work, but would likely need at least a full year to see if the flooring issues resolve. Master Touch was not present during this inspection, and for this reason is unaware of the nature and details of our conversation with the inspector. Master Touch is misrepresenting the intent and findings of this inspection for their own gain. The Master Touch offer to provide partial repairs according to their interpretation of the report is not accurate and sufficient for these reasons. In addition, Master Touch is not qualified to conduct these repairs based on the questionable quality of the current work done to date. We are not open to  Master Touch doing any further work due to their lack of professional conduct, lack of expertise, and lack of understanding of the extent of damages. This has been communicated to Master Touch consistently. 
  
  We recently consulted  with two additional experts in November,  since the Master Touch offer. Neither of the installation experts were willing to fix only the cupped boards citing such repairs would provide a long term fix and may cause damage to other boards and thus create a larger scale problem in the future. These two installation experts are unwilling to take on the job or provide a warrantee for thier work for these reasons. 
  
  The many experts consulted (of which there are 5) have rach suggested that the entire flooring be replaced in order to address the installation mistakes. Full replacement of the flooring includes the cost of material ( which might be covered by the distributor) and the cost of demo and install. Demo and installation may require up to three weeks. We are not able live in our home during demo and install. These costs are included in our request. 
  
  Master Touch filed a claim against their insurance to cover the total cost of the damages. We provided to their insurance company an estimate of costs for the claim Master Touch filed. The insurance company sent out an adjuster. To our knowledge, the substantive part of the damages for the claim were not disputed . The claim was denied gir one reason only, Master Touch did not maintain insurance with their  sub contractor for the contracted work.  Our executed contract with Master Touch clearly states all work conducted will be insured. It was not. As result of their lack of proper insurance, Master Touch is unwilling to pay out of pocket for the total extent of  damages and disputes the costs. 
  
  Additional concerns for the business to address:
  
  The work conducted was completed over a year ago. Master Touch understands the conclusions of the several expert opinions. We have together discussed each with them extensively over the last year. This continuing to drag out is unreasonable and unprofessional.  We would like to know why Master Touch would file a claim with their own insurance for the total cost of the flooring but are unwilling to compensate us for these costs. We would like Master Touch to provide us insurance certifications substantiating coverage for the flooring work contracted and an explanation why the claim was denied.  We would like compensation for the damages to include costs to relocate for up to three weeks. 
  
  Desired Outcome
  
  We would like compensation for the total costs to demo and reinstall the flooring in addition to the costs to cover up to three weeks of lodging. Waiting beyond a year for resolution on this is unreasonable. As to Master Touchs uncertainty as to what more they can do at this point, it seems clear they can compensate us for the damages as requested, just as they requested from surety company in their claim. 
  
  Thank you for the opportunity to respond.