ComplaintsforDSA Builds

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dispute is with with DSA Builds, ********************************************************************* CEO is **** (*********) ******. DSA Builds was hired to remodel our kitchen, master bath and install a new basement bath. Contract signed April 2023 and included a 5 year warranty.The dispute is concerning the installation of *** (Luxury Vinyl Planking). Approximately ***** sq ft. of *** was installed in the kitchen, foyer, bath, hall and laundry area on the 1st floor. Invoice from DSA Builds shows $13,750 for the purchase and installation of the **** A month after *** installation, it started to buckle and crack. **** claimed this was caused by the floor/OSB that the *** was laid upon. He said it would be a big job to correct and quoted a cost to repair of between $18,500 and $28,000 We paid a CFI (Certified Floor Inspector) to review the situation and provide a report. His findings:Installation instructions require the product to be installed floating.The *** was installed under the kitchen island and cabinets. Transitions from carpet to *** were nailed through the *** into the OSB.Consistent expansion space was not provided around the *** perimeter.The *** was glued down. We also contacted United Weavers (manufacture of the ***). Use of adhesive should not be used and voided the manufacturers warranty. According to the CFIs report, not following the installation instructions (which were on the back of the box) caused the floor issues. Armed with the documentation from the manufacturer and the CFIs report, we confronted ****. **** admitted it could be DSA Builds fault for not following the installation instructions. **** refused to honor the 5 year warranty in the contract and refused to fix the floor unless we paid him another $10,000. **** said DSA Builds did not have the financial resources to fix it. We believe we are due a refund of $13,750.

  Business response

  03/09/2024

  We appreciate the opportunity to address the concerns raised by ***** regarding the flooring project. Before commencing the project, it was noted that there were pre-existing subflooring issues. Throughout the entire duration of the project, ***** was on-site to oversee the progress.
  During the demolition of the old flooring, we encountered significant challenges with the subflooring, including a severe slope. Recognizing the standard practice for floating floors, we presented our best alternative to *****, considering the issues at hand. After reviewing the proposed solution, ***** gave us the green light to proceed with gluing the flooring. This decision was made after careful consideration of the subflooring condition, with ***** confirming on-site that a floating floor installation was not feasible.
  We want to assure you that we value customer satisfaction and strive to uphold the highest standards of professionalism in our work. We regret any inconvenience experienced by ***** and would like to work towards an amicable resolution.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to address it promptly and satisfactorily.

   

  DSA BUILDS

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

  Customer response

  03/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We do not accept Tonys response. Where is any documentation that pre-existing subflooring issues existed? We were NEVER told that any such issues existed and the *** report made no mention of such defects. Instead the *** report points to installation errors (improper expansion spacing,use of adhesive, improper installation, flooring not installed floating, damage during installation, cabinet and island installation on top of flooring, etc.) as the reason for the flooring problems.
  
  We submitted a Certified Flooring Inspectors report and pictures. **** has signed a contract with a 5 year warranty why would he violate the *** installation guidelines and void the warranty and not keep documentation?
  
  We offered to allow **** to bring in his own ***. We would be willing to fund half of the cost but only if **** puts up a bond for $13,750 that will be used to satisfy the warranty if the second *** report matches the first experts findings.
  
  Regards,
  
  ***********************
  

  Business response

  04/01/2024

  Thank you for your response and for providing additional context regarding the installation of the flooring. We understand your frustration and would like to address your concerns.
  While we acknowledge your statement regarding the owner's wishes to proceed with the installation despite knowledge of defects in the subflooring, we typically advise against proceeding with the installation until the underlying issues are addressed to avoid any potential complications or damage to the flooring.
  To address the issues you've experienced, we would like to offer our assistance in resolving the matter. DSA Team can offer to remove the existing flooring and install new flooring of your liking at a discounted price. This would allow us to address any issues with the subflooring and ensure that the new flooring is installed correctly.
  We regret any inconvenience this may have caused and are committed to finding a satisfactory resolution for you. To further discuss the issues with the subflooring and explore the options available, we would appreciate the opportunity to schedule a meeting or on-site inspection at your earliest convenience. Please let us know a convenient time for you, or feel free to reach out to us

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  No I do not accept Tonys response. Lets review the situation:1) **** signed a contract providing a 5 year warranty: Contractor shall redo or repair any work not in accordance with the contract documents or any defects caused by faulty materials,equipment, or workmanship for a period of 5 years from the date of completion of the work. 2) When the *** floor started buckling and splitting, we contracted with a Certified Flooring Inspector (***) to look at the floor and determine the cause. The *** we paid was both IFCII and FCITS certified. The *** found the sole reason for the floor failure was due to incorrect installation of the *** which also voided the warranty. The installation instructions were on the back of the product box so they were not hard to locate. The *** said the floor failure was not due to any existing structural/flooring or house issues (the house is only 22 years old). Copies of the contract, the *** report and numerous photos have been uploaded to the BBB as part of this complaint. **** appears to claim that the problems were caused by existing floor problems but he has provided no documentation to either support his claim or to prove he spoke with us and warned us about condition of the subfloor/OSB/trusses during the project. Why would he sign a 5 year warranty and not document exceptions? We are due a refund of $13,750 that DSA Builds charged for the floor since DSA Builds refuses to honor the contract.
  
  Regards,
  
  ***********************
  

  Customer response

  04/20/2024

  When reviewing the complaint status, I noticed that my cell phone number is incorrect. My apologies. My cell phone is *************.

  This is in regards to Complaint ***********.

  Thanks,

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

  Business response

  05/11/2024

  Dear ***************************,
  Thank you for reaching out regarding the issues with the *** flooring installation. We have carefully reviewed the Certified Flooring Inspector's report and understand your concerns.
  To address this matter and assist in resolving the situation, we propose to rectify the flooring issues at cost. This means that we will cover the necessary expenses to reinstall the *** flooring according to manufacturer specifications and industry standards.
  Our aim is to ensure that you have a satisfactory outcome and a properly functioning floor. We value your business and are committed to resolving this matter promptly.
  Please let us know if this proposed solution meets your expectations or if there are further details you would like to discuss. We are here to assist you and find a resolution.
  Thank you for your understanding and cooperation. We look forward to your response.
  Best regards,
  
  

  Customer response

  05/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The contract which was signed by both **** and me states on page 4:
  
  "Warranty - Contractor warrants that the work shall be in accordance with the contract documents and free from material, and/or structural defects. Contractor shall redo or repair any work not in accordance with the contract documents or any defects caused by faulty materials, equipment, or workmanship for a period of 5 years from the date of completion of the work."
  

  The contract does not say that DSA Builds will correct their errors at cost.

  The definition of warranty from the Oxford Dictionary:

  "a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time."
  

  Since DSA Builds will not honor the contract, which **** signed, we are due a refund of $13,750 which is what we paid for the *** installation.

  
  Regards,
  
  ***********************
  

  Business response

  06/07/2024

  We acknowledge ********************' frustrations regarding the installation process. It's important to note that ******************** was actively involved and informed throughout, as he resided in the house during installation. Detailed information about the process was shared with him, and he agreed to proceed despite known subflooring issues.
  While we regret any inconvenience experienced by ********************, it's essential to highlight his hands-on involvement and agreement with the installation plan. At DSA Builds, transparency is paramount, and we strive to ensure customers are well-informed throughout construction.
  To resolve this issue, we offer that ******************** can purchase materials of his liking, and DSA will install them as he chooses at no additional cost. We remain committed to addressing ********************' concerns and would appreciate the opportunity to discuss this matter further to find a resolution. Thank you for bringing this to our attention. We look forward to working collaboratively with your office and ******************** to find a mutually satisfactory solution.

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We do not accept DSA Builds offer. The warranty provided by DSA Builds is a full warranty for 5 years. It does not only cover labor.
  
  We emphasize once more that at no time did **** mention any floor/subfloor/OSB issues during the project. No mention was ever made of any issue that could prevent a successful *** installation. **** has provided no documentation or proof of any kind that these issues existed or that they were ever discussed.
  
  We are retired and we hired DSA Builds as our experts to remodel our home. The *** (Certified Flooring Inspector) report said the problems occurred because of numerous egregious installation errors not due to any existing floor/subfloor/OSB issues. The *** we retained is an acknowledged expert in the field with several certifications. Where is ***** proof or documentation of his claim?
  
  Since we would like this issue to be resolved, we would propose the following:
  
  DSA Buildsinvoice shows that we paid $13,750 for the *** floor of ***** sq. ft.The cost of ****** *** at Menards is currently $1.77/sq. ft. Assuming that *************** have paid slightly more (~$2), the cost of *** installation would have been $13,750-(******$2)=$11,750. Because of DSA Builds numerous installation errors, we would accept $11,750 so that we could have a reputable firm perform the installation rather than DSA Builds.
  
  Regards,
  
  ***********************
  

  Business response

  07/10/2024

  We appreciate you reaching out to us regarding your concerns about the flooring installation. We understand your dissatisfaction and have carefully reviewed your complaint. After thorough consideration and in consultation with our team, we regret to inform you that we are unable to issue a refund at this time.
  We would like to reassure you that we take customer feedback seriously and have investigated the issues you raised. Our records indicate that we have responded to several of your communications to discuss potential resolutions. Despite our efforts, we understand that we have not yet reached an agreement.
  We remain committed to providing excellent service to all our customers and regret any inconvenience this situation has caused you. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to contact us directly.
  Thank you for your understanding.
  

  Sincerely,

  
  

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  
  DSA Builds response is disappointing. The independent Certified Flooring Inspector determined the floor failure was exclusively due to DSA Builds installation errors. It is unfortunate that DSA Builds will neither correct their construction errors nor fulfill the terms of the contract that they signed.
  
  Regards,
  
  ***********************
  

*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. ↩