Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2024

  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.

  Hired a The Home Culture (which is a tier company of Creative Grounds The Outdoor Living Company) to install new flooring throughout my home.This was in June 2023 Amount Paid $12,584.00 She promised to do quality and timely work, which neither was provided. It seems the people she hired to do the work had no clue what they were doing.Floor was done very poorly and parts were not complete. Floor Installation was a problem from the beginning. I mentioned this to her and she tried to resolve once or twice. The problem is the floor keeps coming apart. The last time I tried to reach out was on Jan. 2, 2024 and received no response from her. I have almost fallen down my stairs several times because the flooring keeps coming off. For the amount I paid on the flooring to be installed I expected a better quality job. She had done other work for me before through her other company Creative Grounds and delivered, which is why I decided to hire her for this project. I could have saved my self thousands of dollars and installed the floor myself. It hurts thinking about the amount I paid for the work that was done. It hurts even more when you are single mom that works hard for her money.

  Business Response

  Date: 02/06/2024

  Tell us why here...I appreciate your feedback, and I sincerely apologize for any inconvenience you may have experienced. Regrettably, the oversight in responding to your message occurred due to the high volume of inquiries we receive daily, compounded by my location in a remote area where communication channels were limited. Upon a thorough review of my communication records, I found no indication of a missed call, voicemail, or email from your end.
  
  I want to assure you that, had we received your message, we would have promptly addressed your concerns, as evidenced by our track record of responsiveness in similar situations (refer to attached documentation). Concerning the initial challenges with the installers, we took immediate corrective action by replacing both personnel and materials, rectifying the identified issues in your bathroom, and addressing all other areas of concern as per your request. The subsequent installer successfully resolved the previously mentioned issues, as confirmed during our telephonic discussion, with the installer present as a witness.
  
  Throughout our interactions, I repeatedly inquired about your satisfaction with the resolution, and you affirmed that the outcome met your expectations. Additionally, when you encountered issues with the stairs months later, we promptly revisited the site and remedied the situation. Please be assured that we have consistently demonstrated our commitment to addressing and resolving concerns for all our clients, including yourself.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21214233
  
  I am rejecting this response because:  I sent you a text message directly to your phone, which I have done since the beginning.  I sent this message on January 2, 2024 with a picture of the stairs again.  And you never responded.  Which has never been a problem because you have responded to previous messages.  But you did not respond this time and I don't think that it is because of the amount of inquiries you get because as I mentioned this was to your direct cell phone.  I never said that I was completely satisfied with the work done on the floors.  I clearly had an issue from the day they finished and I mentioned that to you.  The fact a job that should have taken maybe a week took 3 weeks or so and the last day of work, the guy left early and left his nephew which had never done floors in his life to finish the job is crazy, not to mention the time he finished was well after dark and hard to see any problems or imperfections.  When I mentioned to you the next day the problems I saw you had already paid him and then he disappeared. The person YOU hired did a horrible job.  Obviously it is not you, but the people YOU hired, but unfortunately it does fall on you because YOU hired them.  I paid close to $13k for these floors, which I am still paying off and every time I have to make a payment it hurts.  The fact that my stairs are pretty much falling apart because of the poor job that was done originally is a problem for me.  To be honest the only thing that is going to fix this problem is probably having to redo my floors with people that actually know what they are doing because the people you hired had no clue.  I probably would have been better off doing the floors myself and saving thousands of dollars.  I am sorry that it had to come to this, but when your response was just a quick little fix because the guy disappeared and no one could get a hold of him, was a problem.  I know that you take your work and customer satisfaction seriously, and you might have tried to fix the problem before with someone else, but I am not satisfied when every other day there is a problem be it the stairs or anywhere else.  What really put me over the edge is that I texted you the issue and how I felt about everything and I got absolutely no response from you at all.  That is the problem.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/04/2024

  Good Afternoon,

  Its almost been a month since I responded to the response the business sent to me in regards to my complaint.  I have yet to hear back.  I am not familiar with the process of the Better Business Bureau, so my question is, what happens next?  What if they don't respond? What happens with my complaint and request for them to refund me for the poor job they did?  Please let me know.

   

  Thank you