ComplaintsforK&M Floors: Atlanta Hardwood Flooring Installation & Refinishing

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contracted KM floors do replace my bathroom tile and on October 26th, 2023, the work was set to begin. KM does not have any staff workers, and only uses contractors, and the first visit was from a plumber who was instructed to remove two toilets and a bathtub that was resting on the tile (not built in). The plumber removed one toilet and disconnected the tub, and rather than simply taking the pipe out of the existing tile slot, they decided to start tile demo and cut into my sub floor, causing significant damage. The plumbers came and left without addressing the damage. Since KM was set to have their tile contractor start work on 10/27, I assumed they would fix this damage. When the tile crew arrived on 10/27, they were not briefed on the job and was unaware of what the scope of work was. Rather than calling the office or their boss to ask for the job plans, they decided to leave and refuse to do the work. When I called the KM rep, they told me their crew refuses to do the job, likely due to them not knowing what the scope was and the embarrassment of showing up unprepared. As a result of KM only having one contractor to do tile, the sales rep decided to take the liberty of canceling my project. I was left with a toilet detached and a damaged sub floor. I asked KM to fix or pay for the repairs on my sub floor, to which they declined. I paid $2,200 down and received a check for $315 for un finished work, despite the only work competed was the tub removal and one toilet. They dropped off $700 worth of tile a few hours later, after initially leaving with it in their van. I was told they did $1,100 of labor, which is not true. In fact they did $500 worth of damage to my sub floor, which I had to pay to fix. I am owed the remaining $1,000 and the damages, so I am seeking the assistance of the BBB to help settle this bad debt.

  

  Business response

  01/24/2024

  Good Afternoon -this project was scheduled to begin on Wednesday, October 25th. The plumber was scheduled to go that day to remove the toilet and existing tub as well as the drain for the tub as it was not being reinstalled. Prior discussions with the homeowner were that he wanted to leave the drain access (hole) below the new tile so that if a future homeowner wanted to put a tub back in the access would be available. During the removal of the tub a small opening had to be removed in the existing tile and subsequent subfloor to access the drain line properly - as seen in the photo provided by the client. The remaining tile was to be demoed the following day. 

  Upon the tile crew's arrival to the job at appox. 8:00am on Thursday, 10/26 the crew lead went to go over the scope of work with the homeowner based on the work order we provided him. He did want to confirm the specifics of the mirror removal with the client to make sure the proper expectations were met. At the point the homeowner contacted our office, as well as his sales consultant, complaining that the crew was not aware of the work that was to be completed. We did reassure the client that the crew had the proper work order and were probably just confirming scope as that is our practice but that we would call them to discuss and answer any questions the client had. 

  Upon reaching out to the crew lead we were informed that the client was being very hostile and combative regarding any project inquiries. I asked the crew lead if he needed any further information to continue work after answering a question regarding the bathroom mirrors. He did not and let me know he would begin work in the bathroom. During this time the sales consultant was contacted text by the homeowner and then began a phone conversation where the customer was stating our crew did not have any idea what they were supposed to be doing.

  A few minutes later the crew lead called office stating that he and his helper were no longer comfortable working in this home with the homeowner as he was growing increasingly abusive. We asked the crew if we had a conversation with the homeowner and explained he would need to calm down and leave the crew alone to do their work if they would stay since they were already on site, unloaded, and ready to work - the lead explained to me that he was very uncomfortable and would not be able to stay and complete the project. Our installers are part of our work family and although they are subcontractors they work for us the majority of the year so we have a very good working relationship and would never put them in a situation where they feel unsafe. The crew packed and left. 

  During the conversation with the homeowner we explained that the crew was not comfortable working in their home due to their actions and would be leaving. We explained we did not have another crew that could complete their project that day and we would need to cancel the project and part ways. We did realize that the install crew took the tile & setting materials with them when they left so we asked them to turn around and take them back to the home as they were property of the client - the crew dropped the material back off at the home at 9:30am on 10/26. 

  We charged the client for the services and materials that were performed/provided up to this point. He had a paid a deposit so he was issued a refund of the difference. The deposit paid was $2,207.63. The total for the plumbing labor, tile, and setting was $1,891.74 so refund issued was $315.89.

  The client did request we pay $500 for a subfloor repair (but no written estimate was provided for this amount) and we explained he originally requested the hole not be patched so that future homeowners could install a tub if they wanted and that had we completed the install we would have put back the small piece of subfloor that had to be cut away to access the drain but since we were not able to complete the project he would need to contract someone else to do so. 

  In all of our years as flooring professionals we have never had an install crew state that they felt unsafe/uncomfortable enough to where they could not and would not complete the project. We as a company would never put our installers in a work environment where they felt unsafe which is why we choose to void our contract with the client. 

  We have attached our signed agreement between us and the client. 

  Customer response

  01/24/2024

   
  Complaint: 21172069
  
  I attached the quote to complete the tile project and to fix the subfloor hole, something I sent their sales rep in November. The price was $500 plus whatever is applied tax for the material. 

  The installers were not given direction or a scope of work before they arrived. I called the KM office within 1 minute of them arriving and realizing they were unprepared. The ******* was upset that I called the office as he saw it as a form of me trying to get him in trouble. This allegation that I was yelling at their crew is a cover up for the incompetence and an attempt to justify keeping money they did not earn. The conversation between the office and the installers was around whether they had the notes for the job and if they understood the design we agreed to on the contract. After 45 seconds on the phone, the crew walked outside without saying anything and drove off. 

  The facts are clear: ******** came unprepared, the crew left rather than attempting to correct their mistake, there is damage KM caused that was not paid for, and I was charged for labor that never occurred. Subjectively, KM is not a business that likes to be held accountable for mistakes. Objectively, they damaged our floor and they owe us money for this and the overpayment on work never completed. Had they been willing to admit they forgot to prepare the installers, the project would have been completed as planned. I have never had a contractor come unprepared and seen an office staff so quick to blame their customer for something out of our control.  

  

  Business response

  02/01/2024

  Good ****************** - we have explained you were only billed for the services that were performed and materials that were left at your home and why we chose to cancel your project on the day of install. If you would like to discuss further please reach out to the owner *************** at ************. Thank you - K | M Floors

  Customer response

  02/08/2024

   
  Complaint: 21172069
  
  I have attempted to settle this matter multiple times without a reasonable response from the business. Im simply asking for the cost of the floor damage and plumbing work that never occurred to be refunded. The owner is more than welcome to call me, however my calls to KM have been ignored since November.  

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

  Customer response

  02/09/2024

   
  Complaint: 21172069
  
  I am rejecting this response because: I have attempted to settle this matter multiple times without a reasonable response from the business. Im simply asking for the cost of the floor damage and plumbing work that never occurred to be refunded. The owner is more than welcome to call me, however my calls to KM have been ignored since November.  

  
  

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

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid over $5000.00 for flooring in bathroom den downstairs removal of carpet upstairs landing and stairs.Removal of wood flooring in den all replaced with LVF. Stairs were done poorly mostly cut wrong with big gaps. One of the steps had broken off. ***** informed me due I did not buy right material. They wanted me to buy all materials again and they would reinstall. Not when they did not install correctly the first time in which they should own. They should redo all and pay for it. As a consumer that just wants it done right and to be treated fairly when paying for quality work.

  

  Business response

  02/27/2023

  Customer supplied all of her own material. The job was started and stopped by another contract when we came into. See pictures in signed proposals. 

  ***** contracted with K&M to finish a bathroom install. We went out on Jun 16th, 2022 and she ran out of material. ***** our rep had measured and told her how much material to have onsite and it was listed on the proposals. She then wanted us to come out for a floor and stair project. Again, she was supplying her own material. We installed stairs and floors on June 28th & 29th 2022. K&M typically recommends we provide the material because we know the quality of it and can offer a material warranty as well as a labor warranty. ***** went over this with her verbally.  She was not there the day of install but her daughter was. Installer discussed with the daughter that the material that was provided for the stairs was not "treads" it was a bullnose end that would come off if any weight is added to just that area. ***** then called ***** and she said to go ahead and install. We went back out for a repair on July 20th, 2022 and reiterated this would keep happening and recommend she picked a better product.  Again, we cannot warranty material we do not supply.  We have reached out to customer directly to have our owner meet with her onsite to review project and come to a resolution. Voicemail left on 2/27. 

  Please let us know what else we can provide or do for this complaint. 
  

   

   

   

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