ComplaintsforRivera's Flooring, Kitchens and More

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ******** to have get new tile flooring for my home. during the consultation i decided that i wanted to do new kitchen countertops as well. i received a estimate on 7/3/2023 from **** one of their employees. i signed the estimate. i was told that i could go to the store to look at countertops. i texted **** the manager on on July 10th 2023 with the selections i had made for tile and countertops. on July 14th i texted **** regarding the installation of the countertops because i hadn't heard from anyone at the business. i received a call telling me that the counter top person would be coming in a few hours to measure for the new countertops. i was then given an hour notice that the gentlemen were coming to install the countertops. i do not have exact dates for this. during the installation it was discovered that the man who measured did not open the window in my kitchen and so the countertops did not go all the way to the outside counter. there was a gap of at least 1 inch and you could see the outside block wall of my house. pictures were sent to **** on 8/11. on 8/25 the owner ******* came to my house to check the issue with the countertops in person. this issue was resolved but after about a month of calling and texting. the new tile flooring was installed on 10/25. during the floor installation an employee ************************* the front of my refrigerator moving it. this was brought to the attention of **** who saw this in person along with 3 other ****** employees. nothing has been done to rectify the situation with my refrigerator. one week after 3 tiles were noticed to be hollow under neath. i contact **** regarding this issue along with kitchen cabinet trim that hadn't been installed. on Sept 7th an employee came to fix the tiles along with install the trim in the kitchen. i was quoted 400$ for upper and lower cabinet trim. i only received upper cabinet trim. 2 weeks after the tile installation it was noted that 2 more tiles have lifted.

  Business response

  02/07/2024

  This issue was resolved. The customer was compensated $1000 for the fridge and the contract stated only upper trim, not lower trim. This issue is considered resolved.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested an estimate in early July 2023. Signed a contract at the the end of July and was told someone would call to schedule the job and I was required to give a deposit of half of what the job was supposedly to cost which according to my bank was cashed by the business the same day they received it. No one called to schedule the work needing to be completed. I had to hound them and call almost every week. Only for them then to finally answer the phone and say that they didnt see that I had called previously and that they had fired the contractor that did my original quote due to shady business practices. They then said they would send out someone else because the notes on the original quote did not make sense. At this point its the end of August. After sending someone else out to my home they dragged their feet for another week. When they finally scheduled someone to come, he did not complete the work quoted and stated that it was unnecessary. Okay fine but they still took my deposit which was not equivalent to the work that was completed. I called the same day the contractor came out to do those minimal repairs for clarification which was Monday Sept 11th and the lady I spoke with that answered the phone said someone would call me back. Did they? No. Wednesday September 13th I called again because I still had not heard from them and the lady that answered said that I had no reason to be mad and rude. She said they took off an extra $500 and said someone would call me back. The work completed was not even $1000 of work and keep in mind they already cashed my $2500 deposit before they even scheduled the work for my kitchen island rebuild. I simply want a detailed invoice of what I was charged for. Today is Thursday September 14th over 2 and half months from original quote and I have called them again and no one answered so I left a message. How do you take someones money, use it towards operating expenses and push them to the side when running a business?

  Business response

  10/03/2023

  Although there was a signed contract for the amount on the estimate, a refund was issued.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We contracted with the vendor to replace glue down engineered wood flooring, plus an area of carpet. Replacement flooring was also engineered glue down wood floor. At the end of the project, we had many boards that had issues of gapping and overwood and were far out of industry specifications. It is throughout the project and very evident. If we sell our home we will take a hit on the value if we do not re-do the entire area, approximately **** SF. We emailed the vendor, filed a complaint with ****************** of *********** and ******** Services (FDACS), and more recently the ******* ********** of ******** and Professional Regulation. The vendor on one hand says it is a product issue and on the other hand says all issues are within industry standards. The vendor did not follow instructions on removal of old flooring and glue and splinters left behind from removal of old floor. Instead of removing glue properly, a thin layer of concrete was put over the old glue, topped by new glue and then flooring. The issues are throughout the new flooring and no attempt was made to stop the installation to discuss product issues. The project total was $18,083 and we are out $9,042, our down payment plus $1,125 for other expenses. Final payment was disputed with Discover and Discover found in our favor. The vendor refuses to refund us AND will not correct the problem, despite our complaint to FDACS who acted as mediators. We have had two separate companies provide certified inspection reports finding that the issues we have were caused by faulty installation procedures. Both inspection reports are by independent certified companies. One hired by the manufacturer and the other by us.

  Business response

  09/03/2023

  Please see my response attached

  Customer response

  09/08/2023

   
  Complaint: 20483356
  
  Better Business Bureau Complaint: 20483356
  Consumer *********************
  Business: Riveras Flooring Kitchens and More
  
  The Altmans Response to the Businesss FIRST Response
  Riveras Flooring, Kitchens and More (Riveras) indicates this is their second response.  This is the first response we have received from the Better Business Bureau (BBB)complaint.  Is there another or is Riveras not paying attention to details and has this confused with another complaint?
  Response to 2nd paragraph:
  Riveras indicates the issues we have are minor in relation to our proposed resolution and tries to deflect fault to the nature of tongue and groove flooring.  A cost estimate was included in our supporting documentation and identified $30,915.00 to replace the flooring.  According to two other flooring companies, the only remedy is to remove and reinstall. 
  Riveras indicates the manufacturer (******** Hardwood Flooring)by default will deny any liability for the issue.  The manufacturer and distributor (*****************)cooperatively hired an independent non biased flooring inspector who is an NWFACP Inspector, License Number ********. The inspection was NOT conducted by the manufacturers personnel.  In addition, we hired another independent certified flooring inspector.  Results from both inspection reports came to the same conclusion, that the problem with the flooring is an installation issue. Manufacturing instructions for installation were not followed and details of this are outlined in the reports should Riveras take the time to read them and/or accept their findings.
  Response to Paragraph 3:
  The insurance claim Riveras speaks of DID NOT require us to replace the flooring at all.  We could have pocketed the money and left it as it was. Is Riveras accusing us of insurance fraud?  We went into this flooring project in good faith that we would receive proper service.  Should we decide to have the flooring replaced, we are left with a bigger, more costly mess because of the installation method used by Riveras.  If we do not replace the flooring, then our home will lose value should we decide to sell. 
  Response to Paragraph 4:
  If Riveras feels they did us right by this install and that any issues reported by us are minor and a product of the nature of tongue and groove flooringwhy didnt they make every attempt to collect the 50% balance due?  Their offer to forgive the balance says they are assuming responsibility as well they should!
  Based on one written and one verbal estimate that we have received to replace the flooring the way it was installed by Riveras, our costs will be much higher than what Riveras costs were, due to improper installation.  We deserve to be fully refunded, including our out of pocket expenses that will have to be repeated in another floor replacement project. 
  Based on ******* Riveras comments to us that the problem was in the manufacturing, we reached out to the manufacturer (********) to file a claim.  The manufacturer requires that claims be filed through the vendor, Riveras. This was in an email from the manufacturer to us on December 13, 2023. 
  We reached out to Riveras to ask them to begin the claim process via email on December 16, 2023. We received NO response and Riveras has never begun any process to file the claim or even assist with it.  Riveras would not provide a copy of Mullicans inspection report to us.  We had to repeatedly ask the manufacturer/distributor to file the claim for us.  Even they had no luck with getting a response from Riveras and we have this in an email from the manufacturer, ******** Flooring. 
  So, if Riveras is offering assistance to file a claim, then do it!  Stop talking about it and do the claim!  Lets see if Riveras does and where it gets us.  Riverasput your money where your mouth is.  
  
  Sincerely,
  
  *********************

  Business response

  09/18/2023

  Thank you again for the opportunity to respond.

  Many of the comments by the ******** have been addressed in the previous correspondence. I would like to comment that our offer to forgive the 50% owed is not an admittance of liability but an olive branch to resolve the issue. As you can see from their response and demeanor, our good faith attempts to resolve the issue is met with vitriol. Contrary to the ******** claim, the 50% was collected and later returned after they filed an unwarranted complaint with their credit card company.

  We will be happy to begin the process of a claim with the manufacturer as requested by the ********.

  At this point, the back and worth with the ******** through the BBB does not seem to be productive. ******** has made concessions to resolve the perceived issue and the ******** have continued to not want to engage in an equitable resolution. We would request that this complaint be closed.

  Thank you.

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

  Customer response

  09/21/2023

   
  Complaint: 20483356
  
  We reject Riveras second response because Riveras continues to deny the results of two independent inspection reports and continues to opine that the problems with the flooring are a manufacturers issue. 

  
  As far as Riveras claim that their good faith attempts to resolve the issue is met with ******* is concerned, we have stated facts and have not gotten into the gutter with our remarks.  According to the Cambridge dictionary,Vitriol means violent hate and anger expressed through severe criticism.  Again, we stated documented facts and have been neither violent nor hateful in our complaints and remarks. 

  
  As to Riveras offer to forgive the 50%returned by ************* Services on our behalf, the refund from Discover resulted from our substantiated facts not Riveras willingness to do what is morally and ethically correct.  We did not request a 50% job with Riveras so why should we accept only 50% reimbursement?  We made a settlement offer through the ******* ********** of *********** and ******** Services that included our costs above and beyond Riveras invoice and Riveras invoice amount.  Riveras rejected that offer.

  
  Regarding Riveras willingness to file a claim on our behalf, Riveras is aware that a claim has already been filed with the manufacturer, by us as Riveras did not respond to our request for filing a claim as was required by the manufacturer when the issue was first known in December 2022.  The distributor filed a claim on our behalf after several email requests and as a result of Riveras unwillingness to file the claim as is required by the manufacturer.  The manufacturer/distributor paid for one of two independent inspections, which was provided to Riveras by the manufacturer around March 2023.  Both inspections concluded that the issues with the overwood and gapping in our flooring is a result of Riveras improper installation procedures. 

  
  If Riveras wants to file such a claim with the manufacturer, we welcome it and await the findings.  Riveras has stated several times through this complaint and one with Florida ********** of *********** and ******** ********* ******** Division, that they would be happy to file the claim with the manufacturer.  Yet, after 10 months Riveras has not filed a claim.  We still hold Riveras liable for the improper installation leading to the significant issues we have in our flooring based on the two independent inspection reports which were submitted with this BBB complaint. 

  
  It is our request that this complaint remain open until said claim is filed by Riveras and processed by the manufacturer with a response to replace the flooring, so that the Better Business Bureau and others reading this complaint know how the claim filing concludes;or at such time Riveras returns the remaining 50% to us and acknowledges that no other funds are owed.  Another acceptable resolution would be for Riveras to pay a company of our choosing to reinstall the flooring properly.  
  
  Sincerely,
  
  *********************

  Business response

  11/05/2023

  To whom it may concern,

  Thank you for the opportunity to respond. Your latest correspondence states the complaint was closed as "unresolved" and that it could have a negative impact on the rating of my business. For your consideration:

  1.******** has offered to forgive 50% of the purchase price which would still be owed.

  2. ******** has offered to work with the manufacture and will continue to engage them in conversations.

  3. ******** is of the opinion that this is a manufacture issue yet is still willing to make these concessions. 

  We respectfully request that this claim is closed but for it to be shown that ******** did attempt to resolve the issue in a fair manner.

  Thank you,

  ******** Management

  Customer response

  11/08/2023

   
  Complaint: 20483356
  
  I am rejecting this response because:

  The vendor's willingness to forgive what is "owed" is not accepted as we did not contract to have a faulty installation which devalues our home.  We didn't contract for "half" a job.  The number of boards at issue is much higher than 50%.  Two independent inspection reports confirm this. 

  ******** continues to say they will work with the manufacturer on our behalf.  It has been almost a year since the project was "finished" and we have yet to hear of the first communication with the manufacturer by ******** on our behalf.  ******** has promised this over and over and over again and ******** still has done nothing.  

  Of course they want the complaint closed because then no one would ever know that their promise to work with the manufacturer for a resolution never came to fruition.  

  ******** has yet to provide proof that a resolution is even possible from the manufacturer as they insist.  Where is the proof of this?  Emails, claim numbers???  ******** needs to show proof of communication that they had with the manufacturer so that everyone can see.  And the response from the manufacturer as well.  Let us see it.  

  Sincerely,
  

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We signed a contract with this company back in October and paid half of the total amount due (around 2500$). First they came out to give the estimate and measured the countertops, theyve had to come back over 3 times to remeasure the countertops. They broke our light fixture in the kitchen when they were removing the old countertops, however they did come back and replace the light fixture but now three outlets in my kitchen dont work. My husband has had to leave work, his mother has had to leave work to come meet them during the week because they dont work during weekends. Anytime weve contacted them about getting this finished they say they are going to call back and never do so. Ive had an unfinished kitchen for over 3 months now.

  Business response

  01/12/2023

  We have contacted the client. We feel this matter was resolved and the customer is satisfied. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed with this company in January to do a remodel at our condo. They were backed up so they didnt get started until June 2022. The contract was to remove wall in kitchen, remove tile flooring, install new flooring, remove all popcorn ceilings and put new knockdown, build new cabinets in kitchen area, new granite countertops, and install new electrical. The ceilings had to be redone 3 times they were so bad, then they told us that they dont paint. I have remodeled 2 other houses and removing popcorn and replace with knockdown involved repainting. They oversprayed drywall mud all over including furniture, bedding, doors, knobs, ruined a painting, etc. The kitchen cabinets were nice (ordered from a mfg),Riveras installed the hardware wrong and refused to make it right. So, long story, the flooring and granite were ordered and in and then THEY QUIT! Yes, they quit, walked away with our materials and money! So after that they would not return our personal key(still dont have it months later), only to find out the cabinets were not even level, the electrical work had to be finished, new hardware had to be ordered since some was missing and no granite for countertops . Numerous calls and emails regarding our granite and flooring with no answer. AND we found out that the necessary permits WERE NOT PULLED!!! That alone is a HUGE violation of their contractors license! We had to hire a separate painter because of their overspray which cost us another almost $5000!! I had no intention of repainting the entire condo. We hired an attorney to get our money back and they dont respond. If they wanted to quit at least refund our money for the items we paid forabout $18,000 and the money to repaint, another $5000. They claim to give great service to veterans, well not this time! I regret ever choosing this company. We had only one draw left, had paid $33,250 towards the contract price of $41,050.

  Business response

  01/12/2023

  This issue has been turned over to ***********, this customer is not due a refund based on the amount of work completed on the project. We terminated this project due to verbal abuse and constant scope of work changes.  this customer has posted an extreme amount of attacks online with false allegations. This same customer has already filed a complaint here. We feel the issue will be handled thru the lawyers and our name will be clear of any wrong doing. If there is further information needed to be provided please let me know.

  Customer response

  01/12/2023

   
  Complaint: 18619108
  
  I am rejecting this response because:  we have NOT had any correspondence from their attorney.  We were told when they quit that we would have to deal with their attorneys but have heard nothing (they quit on October 25, 2022 so there has been adequate time), not even when our attorney wrote not one but 2 letters with absolutely NO response.  We emailed numerous times asking for our materials, flooring, baseboards, granite countertop, unfinished electrical and a kitchen sink, all that had been paid.  There was no verbal abuse, and no fraudulent claims.  The company quit, was paid for outstanding work that was not completed and has chosen to not communicate with us.   As a licensed contractor in the **************** it is a felony of the second degree under 2019 ******* Statute ******* for a licensed contractor to receive money and not complete the job and not refund money to the customer when the amount received is $1,000 or more, but less that $20,000.  And a felony of the first degree if the total amount of money received is $20,000 or more but less that $200,000.  
   I would hope to resolve this matter quickly with a refund check from this contractor.  They are fully aware of the items that had been ordered and paid for by us and not returned, nor refunded.  
  
  Sincerely,
  
  *************************

  Business response

  01/17/2023

  
  BBB of *****************.
  
  Complaint: 18619108
  
  ****************************,
  
  Please see attached.

  
  Thank you,
  
  ***************************
  Rivera's Flooring, Kitchens and More  
  19239 *****************
  *********** ** 34601

  Customer response

  01/19/2023

   
  Complaint: 18619108
  
  I am rejecting this response because:
        Multiple factors here:  they have in fact NOT contacted the attorney who sent them a demand letter, per our request.  As of 1:20 pm on 1-19-2023 our attorneys office has not had any communication either by phone or email from ****************************** or his company.  
  
  Defamation is in fact the  act of defaming:  calumny, slander or libel.  The wrong of injuring anothers reputation without good reason or justification.   I have photos and justification for making complaints.  This company quit before the work was completed.  
  

  2.  verbal abuse by myself:  I admit that I was frustrated with the lack of communication when days would go by after numerous calls were not returned, but I was not verbally abusive.  Most of the time Riveras was working  at the condo I was not even present, others days when I was there I often bought the guys lunch (some days  3 workers) at my expense.  Originally we were told that they were choosing to cancel the contract because we were too picky, that was expressed by ********************* when she called to inform us that they would not be be returning, now you state that the reasoning is  because  I was verbally abusive?  That is the first I am hearing of being verbally abusive, 3 1/2 months later.  

  3.  The invoice:  As per the contract the work remaining to be done was install flooring and baseboards ($5800], install granite countertops ($2800 on top of the cost of a level one granite), the stainless steel sink, the remaining electrical that was incomplete. That alone is over $12,800, 
  

  I have taken this up with other **************** agencies, one being the state contractors licensing board, who are addressing this matter between Riveras Flooring and Kitchens and ourselves.

   We are still awaiting the return of our personal key to the home which I have requested numerous times.  

  Sincerely,
  
  *************************

  Business response

  01/31/2023

  BBB of West *******, Inc.
  
  Complaint: 18619108
  
  ****************************,

   

  ***************** continues to make baseless allegations against our company. She has attempted to interfere with our reputation online and with our business partners. Thankfully, we strive to be above reproach and we have tremendous community support due to the consistent quality of our work.

  It may be helpful to provide additional supporting documents to counter the false claims of *****************. Upon reviewing the attached, you will see that at her best, ***************** is ******* mistaken in her beliefs.

  1. Claim that there has been no contact with her legal counsel is FALSE (Exhibit A). You will see a December 8, 2022 phone call referenced as well as emails between our attorney and the Bright's former attorney. You will also see that on January 17, 2023, the Bright's attorney seemingly fired the Bright's as a client and no longer represents them. ***************** is lying when she claims there was no communication as there is a paper trail of discussions.

  2. Claim that she was just frustrated is FALSE (Exhibit B). You will see sworn affidavits from six employees who testify to abusive behavior from *****************. While she may not be self-aware of her actions, the way she treated the people at my company was not something I could continue to tolerate.

  3. Claims that the Brights are owed any monies are FALSE. You were provided the accounting previously and all work paid for was done. In fact, it could be argued that the Bright's owe money for all the change orders.

  It is our hope that this additional support suffices in showing the lack of subsistence to the claims of the Brights and that the BBB is close this complaint without any impact on our rating. 

  Thank you,

  ***************************
  Rivera's Flooring, Kitchens and More  
  19239 *****************
  *********** ** 34601

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩