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Complaint Details
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Initial Complaint
02/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Roberts Flooring and Design Solutions did a kitchen counter top install in my home. After the install, I informed him not only was it left unfinished with them removing the trim and not replacing it under the bar top area, but one of the backsplash pieces had a very visible diagonal crack at the corner from top to bottom. He responded aggressively, but still sent the installer over to repair the stone. And when they were finished, nothing had changed. The installer remarked "oh, you're always going to see the crack, we just put sealer on it". Who wants to see a crack on the stone you just paid $6200 for? And I asked Robert about the area under the bar top. He replied "oh, you need a drywall guy for that, I'll get someone in there to do that, let me get you a quote". I responded "No thank you" they should have put the trim back up that they removed and by the way, that was the plan, but what had really happened was when the installers removed the trim, they threw it in their truck by mistake and there was no getting it back. I reached back out to Robert, and again he was very defensive and aggressive in his responses. The whole process was very stressful, he is not an easy person to talk to. I whish I'd picked up on that when he'd given me the quote and I'd paid the upfront money . He kept sending invoices with quotes on it for the plumbing after I'd let him know I have a plumber. Robert had $395 quoted for the plumbing, my plumber did the sink plumbing for $200. And it should also been a red flag to me when he asked for the remaining "due upon completion" balance before the job was even started! Very bad experience with him and his installers to say the least. The installers also never showed up on time, I took a day off work because they said they'd be there at 8:30 on day one, well, they got there at 1:30. Not taking my calls to see if they were coming or not. The whole experience was a disaster. I would not recommend this guy/company ever. Beware.
Business response
02/09/2024
The client ****** complained about a crack in fact was a cut piece of stone. We had to modify the installation. Secondly she asked for a plumber and I told her what it would cost and she said that's okay she has a plumber. Since we had to modify and cut the stone under the counter some of the drywall had to be removed. I told her we don't do drywall and I could recommend someone. She then told me she would take care of it. She called the fabricator to come out because she said that the stone didn't look the same on both counters. It turns out that it was a lighting issue. We did attempt multiple times to schedule and accommodate the client. It was a very busy month and she kept changing the dates for us to come out and finish. Getting closer to completion, she began to be a very difficult person. The client was unhappy regarding the modification of the cut stone due to angle of her existing configuration countertop and was upset that we didn't do the drywall. And we went out of our way to make her happy and yet this is what we get.
Respectfully, Roberts Flooring
Customer response
02/12/2024
Complaint: 17908908
I am rejecting this response because:
Most of what this business owner has stated in his response is not true. ********************** (business owner) before the work even started was asking for the remaining full amount for the job, and he already had 30% down. This to me was a huge red flag. There were so many things wrong with this job, I had to pay someone else to finish it. And there was a crack in the quartz. They flat out told me it happened whey they were cutting it. Why should I pay for damaged quartz? This guy is off his rocker.Sincerely,
******
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