ComplaintsforFeil, Inc.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company originally installed our wood flooring in our home back in 2020. When hurricane *** flooded our garage and entry way inside our home, I immediately reached out to Feil *** and spoke with **** about having them come out and measure what was damaged and get an estimate so I could submit to insurance and as well get on their schedule for the repair. We did have to go back and forth regarding what was needed on their behalf to be done and what we would have replaced in order to reduce their work needed. I spoke several times with ****. When I called last week and spoke to **** the last time and told him that we had already rebuilt the stairs and skirt board and just needed them to come back and take a final measurement since things could be off from the original time they came out he agreed and said he would send one of his guys out the next day (12/15 @ 5:00) to take the final measurements and grab the steps that were removed so that they could match the material. I gave him all the access information so that they could enter our home that next day. I never heard back from **** and sent an email to him on 12/19 following up to see if his guy did come by on 12/15. That next morning, I received and email from the owner ****** that now they are not going to be able to help us with our stairs until May 2023, that they are busy and had to stop taking additional projects until they catch up with quotes. I did receive quotes from them and was told they are running about 3 weeks on the install of my stair treads once we get the stairs rebuilt and things are ready for them. When my fianc called to discuss this with the owner, she became very angry with the fact he was calling and proceeded to cuss him out and then hung up the phone on him. We are now stuck with board stairs, have no idea what type of material they used and unable to use that entry into our home now. This is unacceptable as we spent a lot of money when we originally hired them and now, they don't want to stand behind their customers in a time like this.

  Business response

  01/23/2023

  At this time they do not even have a contract with our company. I gave several quotes for her project because we had to write up a new contract and quote each time the project changed. After months she came back to me and wanted work done right away, we explained we are out for 3 months. At this time we do not have enough labor to make the timeframe any sooner, I did not refuse to do work.
  

  All work in 2020 was completed: wood flooring, front door, stair treads. After Hurricane *** came the consumer called us because the portion of their house with the staircase flooded. This is not a job under warranty, this would be considered a new job contract.

  They have a construction business themselves so it was our understanding they would also know how to repair those issues if they are not satisfied with our wait times.
  
  

  Customer response

  02/03/2023

   
  Complaint: 18627015
  
  I am rejecting this response because:

  This information that the company provided is not true and far from what was the situation with our repairs. We did not go months and months without communication with Feil Flooring. I was in direct contact with **** (there manager) regarding our damage and the stairs that needed to be repaired due to hurricane ***. Yes, one of the owners does have a GC license but we are not flooring contractors, nor did we have any idea what type, color or where we could even get the material from that would match the rest of the home that Feil Flooring installed. When things were going back and forth was when we did in fact do some of the work so that it would be less time on the job for Feil Flooring. We had a ********* come in and rebuild the stairs as well as the skirt board. All we asked when the stairs were ready for them to come replace is that they send someone back out to confirm the measurements since we had rebuilt the stairs, not Feil Flooring, so that when they got there, they had no issues with installation. I feel that this was the proper thing to do when doing business so that there wasn't an issue and could cause a delay or problem the day of installation. There is no way that this company went from a 3-week turnaround to a 6-month turnaround over 3 stairs. The owner ******************************* was extremely rude and unprofessional when my fianc tried calling to discuss this new turnaround, cussed him and then hung up. We are now left hanging with no idea what type of material, color or where we can even get a match from and feel that this is unprofessional and not the way business should be especially with prior customers. 
  

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

  Business response

  02/07/2023

  Again........I have NO Contract with Mrs. *********************** nor her fiance......

  ***************** project was finished 2 years ago. We tried to assist her with her Repair project after Hurricane ***, but as it went with the original project........ we scheduled appointments, measured, provided quotes......more than once and no decisions where made. They called us and asked us to come to their place for the third time and look at their repair project again, measure again and revise the first quotes.....at this time our schedule filled up drastically. We where not able to come right away, as ***************** fiance demanded. I had to give him the next opening in our schedule which was quite a while out.

  When I told ***************** Fiance when we would be able to come to measure the next time, he immediately raised his voice and said, quote " I know what kind of person your are"......here I decided to end the conversation because I could tell this is going nowhere. ***************** was not present when this phone conversation between me and her finance took place so I don't know how she can say I was extremely rude and cussed him out.

  ***************** likes to be seen as a helpless victim, but this is really not the case. They run a construction/remodeling business and remodeled their whole house by themself. They know what kind of Material their Treads are because their quotes mention the species. They have contacts and connections to Painters and any knowledgeable painter / finisher is able to  match what they need to have matched. Stating we left them stranded and we would be the only company who would be able to help them with their repair project is over dramatic. ***************** unfortunately is a very demanding and entitled person ...... she has a difficult time to accept a "no" for an answer and goes to the extend to file a complaint with the BBB against a company she has again..... NO CONTRACT..... with.
  

   

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