ComplaintsforJack O' Trades, LLC

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contractor failed to properly level and dry the subfloor prior to installation of vinyl flooring, so areas of the floor slap the subfloor when walking over, areas squeak at joints, areas are cracking, breaking etc.

  Business response

  06/07/2023

  *I've attempted to upload photos of the floor leveling we provided for this job, 6 times now, in JPEG format and well below 8mb in size and the BBB system will not take them... please advise. 

   

  Though a problem could still exist, we did EXTENSIVE floor leveling and grinding on this slab with one of my installers that only does this type of work and high end flooring for more than 10 years in ***** Bay and the concrete was sealed with 2 coats of Wakol PU280 Moisture Barrier.

  
  All the testing we performed prior to and after the floor installation with a 10 screed/level was found to be within tolerance of the manufactures specs of 3/16 over 8. 
  
  So to have this issue coming up is quite shocking to myself and my team. We have been in communication with ********************* since the day he emailed me the flooring inspection report showing very different and quite unbelievable results from what we inspected.  We are in the process of investigating further and working with ***** to determine a direction.

  Customer response

  06/13/2023

   
  Complaint: 20134776
  
  I am rejecting this response because: it identifies a few things that the company allegedly did in its attempt to avoid the problems, but it does not recognize that those things did not work, does not recognize that there is a problem, and does not offer a solution to the problem. 
  
  Sincerely,
  
  *********************

  Business response

  06/15/2023

  We have been in multiple talks with the floor manufacturer, **** with Horizon floor inspections, Mapei and Wakol. Our 2nd 10 screed inspection of the floor has yielded, yet again, well within tolerance specs of the manufacturers guidelines with less than 1/8 gap in 10 , except in one small roughly 12x12 corner area where we are quite certain we did miss some leveling compound. This highly and directly conflicts with the laser level inspection done by Horizon Floor Inspections. At this time we are awaiting a conversation with another flooring inspector that came highly recommended as the best in the area and we will be hiring to do our own official inspection of the floor since there is such differing results. One inspection that was done with a laser level tool that is not accepted as industry standard does not mean that the floor is not flat.  If another inspection somehow yields the same results, we will have a better direction forward, however we will still require the proper inspections from each manufacturer involved with the work performed to fully determine what the exact process is for moving forward. Once we have gotten to that point, we will be able to coordinate the plan for repair.
  

  Until then, as the client is suggesting, we will not simply come in, rip out his entire floor, purchase an entirely new floor, re-flatten the floor and install the new floor without certainty as to what has caused the problems and if we are actually at fault to the extent that is being accused. 

  Customer response

  06/22/2023

   
  Complaint: 20134776
  
  I am rejecting this response because:
  

  Once again, ***** has misstated the facts.  There has been no instance where we have been in multiple talks with the manufacturer.  ***** and I have been on only one call with a third-party since this began (****, on June 9th).  We have not been on a single call with the manufacturer, so this statement is totally false.

  Also, ***** has stipulated that there is an issue in a corner area, but has not provided a cause or remediation plan regarding a corner area.

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

  Business response

  06/23/2023

  We have, after 5 days of text messaging,  received confirmation from the client and our inspector that July 7th from 10am-12pm works for all parties. We are also attempting to coordinate the floor leveling compound & moisture barrier reps to be there for this meeting as well. 

  Customer response

  07/07/2023

   
  Complaint: 20134776
  
  I am rejecting this response because, after almost a year after first raising the flooring issue with the contractor over many phone calls, texts, and inspections, this contractor just recently scheduled (another) flooring inspection.  He still has not offered a remediation plan. 
  
  Sincerely,
  
  *********************

  Business response

  07/19/2023

  Sent to the client 7/10/23

  Client suggested we wait for the official report from the inspector on 7/11, so that's what we are doing. 

   

  Though we won't have the official inspection report for about two weeks, as that is the first time ******************* (2nd inspector) will be able to write it all up for us, I had a chance to talk to him and my team thoroughly about his inspection on Friday and we have a plan/proposition for a resolution to go over with ***** when he can schedule a call in. 
  
  It may also be best/better/preferred to wait until we have his official report to review collectively as the verbally explained results from this second inspection are quite different than the initial inspection done. 
  
  To recap what **** went over with us: **Of course the below resolutions are not the exact words from the inspector, they are based on my memory of the conversation and my best attempt at an accurate explanation without having his report in hand. 
  
  -It is my understanding that ***** was present with ******************* during a majority of the inspection and **** explained every aspect of his findings with full disclosure/transparency as I requested him to do, even if that meant it was at my companies detriment. 
  
  -The method used by the initial inspector using a laser level is not a way that flatness can be determined nor is the tool or method used to check for moisture content one that can accurately determine if there is a moisture concern
  
  -The kitchen, laundry & a small corner area are out of manufacturers specs and need to be taken out, re-flattened & re-installed
  
  -Though many other areas throughout the floor installation have some undesirable/not ideal movement, they are all within manufacturers specs
  
  -A roll on moisture barrier was installed and there are no moisture issues observed
  
  
  
  Based on these findings we propose the following resolution...
  
  We will purchase enough new flooring to be able to replace all of the floor in these three areas mentioned in the event any of the click and lock system breaks during removal (I am currently reviewing/inquiring with **** on the specifics of getting this material. We will need a photo of *********** info from the unused package of flooring *****, if you can send me that I would like to try and get an answer asap if we are able to allocate any material from this same lot.)
  
  Remove the flooring, any necessary appliances, baseboards, cabinetry island (if needed) from the kitchen, laundry & corner area. 
  
  The linoleum will need to be removed from the laundry room as it is not recommended to install a leveling compound on top of it. 
  
  Flatten the laundry room, kitchen & corner areas. 
  
  Apply two coats of roll on moisture barrier. 
  
  Re-install the flooring, baseboards, appliances & island (if needed), caulk and touch up paint at the baseboards as needed. 
  
  **In up to 5 areas the client has the most concern with throughout the floor that have undesirable movement", but are within manufacturers tolerance specs, we can offer a floor injection repair.  This is an industry recommended and accepted method of repairing these types of hollow spots with undesirable movement. This will require a 1/8 hole to be drilled in most cases in the joint of the flooring, which will be filled to match the flooring to the best of our ability, but has the likelihood of being visible from less than a 5 visual distance. 
  
  All of the above would be done at our expense.
  
  Additional details such as scheduling, estimated time frame for the repair, etc. can be coordinated once we are in agreement as to how we will move forward. 

  
  

  Customer response

  07/27/2023

   
  Complaint: 20134776
  
  I am rejecting this response because only recently received inspection report. Still reviewing. 
  
  Sincerely,
  
  *********************

  Customer response

  08/29/2023

  The issues have not been resolved. 

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