Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:07/16/2022
Type: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.
We worked with ***** Rechsteiner to redo our kitchen and flooring starting in July of 2021. There were many issues with the flooring throughout the project such as mismeasurements and not ordering enough flooring several times that delayed our project by weeks. He tried blaming it on us saying we had done the walk together as if we were responsible for knowing how much flooring was needed. The original company that was supposed to do the flooring was booked out too late so he had his handy man do the flooring. Now I am wondering why our invoice wasn't adjusted because of this. There were other issues with his invoices that I had to bring to his attention otherwise he wouldn't have done some of the work that was on the original quote. I literally had to screenshot the quote to get him to do the work we were paying him to do. As for the flooring, there were issues from the beginning where screws starting pushing through the flooring creating bumps all over. The first ones we discovered he fixed but now there are many more. We also told him about the bullnose edges coming off of the stairs. He promised to fix all of this when we talked to him months ago but hasn't come back. Now he is not responding to any emails or texts. The flooring is a trip hazard in my home and I am afraid someone is going to hurt themselves using the stairs. I have a small child and I am fearful for her safety. I would like to have ***** respond to me so that we can set up a time to get this fixed.
Business Response
Date: 07/25/2022
A mis-calculation was made regarding the total square footage needed for the project, followed by shipping delays relating to the additional order. We do our best to order materials correctly without ordering an excessive amount of overage as the material cannot be returned for credit. **************** was not billed for the additional material that I provided due to my error.
At the onset of this project my point of contact was a Mr.*********************. While working with **** there were several add-ons and deletions to the scope of work. Near completion ****** became my point of contact and I feel at this point some mis-communication regarding the scope of work may have taken place. Regardless,all clients are provided with a reconciliation document showing any credits or additions to the scope of work. On 9/1/21 **************** was provided this reconciliation and was billed correctly. However, **************** did not pay the invoice in full as she felt that we did not complete the cleaning scope of the work. On a daily basis, all work areas and flooring were cleaned as best possible considering the amount of personal property in our work area.
The flooring was installed by an employed skilled ********* and not a handyman. Stair nosings were glued into place and required no traffic to allow the glue to set. Traffic on the stairs may have caused the bond to fail. If separation has occurred due to improper installation, we can get it address. Just as a squeak can develop in a floor a nail can work its way up. We do all that we can to inspect the flooring prior to the install of new flooring to avoid a flaw with the final product. I will contact **************** to schedule the site visit. My delay is due to a staffing shortage and difficulty with scheduling time in her area. I will attempt to reach her by the end of business on the 26th and if she is available, we can inspect the issues by the end this week.****** Rechsteiner
Rechsteiner Home Improvements
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