ComplaintsforWhitetail Remodeling

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Colby ****** (owner of Whitetail remodeling) to replace my LVT flooring in the kitchen, kitchenette, dining room, and living room. This job was supposed to start in February but he had a cancelation and asked to do it starting January 10th. I agreed to do this even though I was going to have to find help getting the flooring picked up *** ** ********* **** *** ******* ** * *** ******* ** *** ** ****. He began as scheduled, moving all furniture as needed and moved back after he finished. After he was done I noticed a few things that needed fixed. Flooring was not flush along 2 walls in the kitchen and two buckles in some other boards, in he area going from the dining room to the living room also had a buckle. After several months he came out, fixed one of the pieces that was not flushed and the other would move back as soon as new new dishwasher was installed (he said). He used a nail gun to fix the buckles. The floor at the dishwasher is still not flush and the boards that were nailed just moved on down the boards. I sent Colby several messages regarding this and received no response. This started to make me think that maybe I had missed something and I started moving furniture. Low and behold, there are several boards in the living room that are not flush to the wall (some being an inch short). Half way through this project he asked for 1/2 of his money as we was needing it to purchase something or help a friend. I felt this was fair since he was 1/2 done. The balance was paid upon completion ($********). I feel that Mr. ****** should come back and fix (replace) every board that is not compliant to what I paid for. Even if he has to purchase more boards. If there is anything else you need please feel free to contact me at ************. Thank you Allison ****

  Business response

  07/15/2022

  I installed new LVP flooring in Allison ***** home, as well as finished a small area in the laundry room that she claimed another contractor didn't finish and wouldn't get back with her. I did return and fix some boards under the fridge, & she was completely happy with the project. Then 4 months later Allison **** sends me an email. Her email was very nasty, & threatening, because in her eyes I didn't respond quick enough. I did respond, letting her know that my response time was due to being extremely busy. I professionally let her know that it looks like the floor was damaged due to whomever installed the new appliances & moved furniture. That if something happens due to work being done by others, it is out of my hands and not responsible for what they did. I also let her know that the floor is unlevel due to being an old home, which I did communicate with her at the beginning. I did not use a nail gun; it was finish nails (18g) that I used per Allison ***** request. I also let Ms. **** know that I would be happy to come take a look, but it would be treated as a new project & provide her with a quote. I also let her know that at that time I was booked up until September, which is further now.

  Customer response

  07/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Let's address these responses one by 1.
  
  1). Yes, Mr. ****** was hired to replace the LVP flooring in my Kitchen, Kitchenette, Dining Room, and living room. Had it not been for a leak in the dishwasher, the flooring in the kitchen (in these whole area's) was fine and didn't need replaced. It was all replaced due to keeping the floor boards in sync with each other since all these rooms bled into each other. Only this kitchen was covered through insurance, I paid for the rest because I am very diligent as to how things are done correctly. The small space Mr. ****** is speaking of does not have anything to do with the poor flooring job he was hired to do.
  
  2). After all the floor was down, the floors under the refrigerator, dishwasher, and along bathroom were discussed and he would come back to fix them.
  
  E-mail trail to follow:
  
  1/23 2022 - I sent e-mail regarding loose boards. He responded with "he was working on a job and would get back to me".
  
  2/2 2022 - I send e-mail regarding another loose board
  
  2/26 2022 - Follow up on boards and ones under appliances. I asked if the boards would be easier to fix if the new appliances were in (especially if he couldn't get any boards under before). He responded with "yes".
  
  3/2 2022 - E-mail sent regarding all appliances are in and installed.
  
  3/14 2022 - Again, I sent an e-mail asking when everything was to be fixed. He said he would get back to me
  
  3/22 2022 - I sent a followup still looking for a date.
  
  3/23/2022 - He sent me an e-mail to let me know the he had a job put on hold and would be there at 10:30.
  
  This was all addressed but the loose/buckling boards just did a domino effect and are now sticking up further down the board (causing a safety issue should anyone trip on this). The board under the dishwasher is still a mess. The board going to the bathroom is now flush and looks much better.
  
  5/21/2022 - I sent another message nothing that these issues have not been fixed nor have I received any response back from him. Due to his lack of communication I began to think that maybe there was something I was missing. We moved the furniture in the living room only to find numberous boards that are not flush to the wall on the side of the TV as well as the couch.
  
  I take a lot of pride in my home and it's appearance and to me its obvious that Mr. ****** takes zero pride in his workmanship. A new quote was NEVER mentioned and if it were, I would have declined (why would I want to pay for a job done that wasn't done right the first time)?
  
  I feel as if I have been put in a position to take action against Whitetail Remodeling and Colby ******. I have asked him several times what he was going to do fix this issues and got no response. Contacting BBB was my next option as I believe there to be a chain of command that needs to be followed. If you BBB opts to side with the contractor then I will go to small claims court and/or social media. These are options I feel I have been left with and Mr. ****** sees as being a threat. I am sorry he feels that way because I feel I am a chain of command that is there for me to do so. If I fail (as he did), I will pay someone else to clean up his mess. I do ask that he take the pictures of the shower he replaced for me off his site as well as the flooring.
  
  Looking forward to hearing from you
  
  Allison ****
  
  
  
  Allison ****
  To:
  Colby ******
  
  Fri, May 27 at 6:43 PM
  
  Colby, your interest in getting back to me made me start thinking. Not only do the boards in the kitchen need fixed/replaced the living room boards are a disaster, but were not noticeable because they were covered by my furniture. We have 3 choices here.
  
  1 You come replace the boards in question, if not the whole floor at your expense as well as the ones in the kitchen.
  
  2. Small claims court.
  
  3. Contact BBB as well as ******
  
  Social media comes to mind but is a game I don't like to play.
  
  I feel as if I have done everything I can on my end (including giving you some money prior to the job being done) and now it's your job to let me know which road you want to go down.
  
  Pictures attached
  
  
  ************************************************************************
  
  
  
  
  **** **** ***** **** *** ******
  
  
  **** ******** *******
  On Saturday, May 21, 2022, 5:42 PM, Allison **** wrote:
  
  After getting the new appliances installed it appears the board along the sink/dishwasher is about 1/8" short. The boards you also nailed have come back up maybe due to being to long? When will you be able to fix these items correctly?
  
  Thanks
  Allison
  
  
  **** **** ***** **** *** ******
  
  On Wednesday, March 23, 2022, 10:35 PM, Allison **** wrote:
  
  
  
  
  **** **** ***** **** *** ******
  
  On Wednesday, March 23, 2022, 9:23 PM, Colby ****** wrote:
  
  Should be there around 10:30
  
  *** ******* *** ***
  From: Allison ****
  Sent: Wednesday, March 23, 2022 9:21:39 PM
  To: Colby ******
  Subject: Re: review
  
  What time can we expect you?
  
  
  **** **** ***** **** *** ******
  
  On Wednesday, March 23, 2022, 6:06 PM, Colby ****** wrote:
  
  Hi Ali,
  
  The photos you saw ** ******** was from a project I finished a few weeks ago. I am free tomorrow to come by as the project im currently finishing is put on hold. I have to go to that house in the morning and pick up tools and then I can come by after that if that works for you.
  
  
  
  From: Allison ****
  Sent: Tuesday, March 22, 2022 10:50 AM
  To: Colby ******
  Subject: Re: review
  
  
  
  Good morning Colby
  
  
  
  I see that you have finished another job and was wondering if you could fix mine before you get busy with your next. Please let me know what day works for you.
  
  
  
  Allison
  
  
  **** **** ***** **** *** ******
  
  On Tuesday, March 15, 2022, 6:15 AM, Allison **** wrote:
  
  The sooner the better, April is sneaking up on us
  
  
  **** **** ***** **** *** ******
  
  On Monday, March 14, 2022, 6:07 PM, Colby ****** wrote:
  
  Hi Ali, I was just thinking about that today. I can probably come by sometime next week. As this week progresses, I will have a better idea on which day, and I will let you know if that works for you.
  
  *** ******* *** ***
  From: Allison ****
  Sent: Monday, March 14, 2022 1:48:11 PM
  To: Colby ******
  Subject: Re: review
  
  Sorry to be a nuisance but when will you be free to fix these boards?
  
  
  **** **** ***** **** *** ******
  
  On Wednesday, March 2, 2022, 6:15 PM, Allison **** wrote:
  
  Everything is in but the refrigerator. I put it off until the first week of April
  
  
  **** **** ***** **** *** ******
  
  On Tuesday, March 1, 2022, 7:46 PM, Colby ****** wrote:
  
  Sounds great, thank you!
  
  *** ******* *** ***
  From: Allison ****
  Sent: Tuesday, March 1, 2022 2:53:42 PM
  To: Colby ******
  Subject: Re: review
  
  I totally understand. We will be downtown tomorrow so I am going to drop in and follow up on the delivery date. I will let you know what I find out.
  
  
  **** **** ***** **** *** ******
  
  On Saturday, February 26, 2022, 4:26 PM, Colby ****** wrote:
  
  Hi Ali,
  
  Sorry I haven't gotten back with you. I've been working long hours and weekends to get this project I'm currently on completed so I can move to the next ones. When in March is your new dishwasher coming? I didn't put flooring under the existing dishwasher because I couldn't get it out all the way
  
  
  
  Colby ******
  
  Owner
  
  Whitetail Remodeling
  
  *** * ********** ***** ***
  
  ******** ** *****
  
  ************
  
  ********************************
  
  www.whitetail-remodeling.com
  
  
  
  From: Allison ****
  Sent: Saturday, February 26, 2022 12:23 PM
  To: Colby ******
  Subject: Re: review
  
  
  
  Good morning Colby. I was just following up on the boards that need replaced. I also asked you about the boards under the appliances. The ones under the dishwasher are showing and will need replaced also. I am getting new appliances that will be here in March if you could put together for me please
  
  
  
  Thanks Allison
  
  
  
  **** **** ***** **** *** ******
  
  On Thursday, February 3, 2022, 8:41 AM, Colby ****** wrote:
  
  Hi Ali,
  
  Ok, when I come back I will take a look at that as well. Thank you
  
  
  
  Colby ******
  
  Owner
  
  Whitetail Remodeling
  
  *** * ********** ***** ***
  
  ******** ** *****
  
  ************
  
  ********************************
  
  ***
  *** **************** **** **********

  Business response

  07/22/2022

  I'm sorry, but I Feel like Ms. **** is trying to take advantage of me as a small business owner. Like I said before, I finished a small area in the laundry room that Ms. **** said that another contractor walked out on. I felt sorry for her, so I finished it for free. She didn't want to listen to my recommendations on the floor prep, so I installed per her request even though I verbally communicated the cons with her. I feel like she is trying to get "free money" from me and my business on a job that was paid by an insurance claim & the rest by her son.

  Customer response

  07/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If I were to be taking advantage of a small business owner, why would I call Mr. ****** to do a floor knowing he did an excellent job on my shower?
  
  There is no need for Mr. ****** to feel sorry for me! The contractor that installed the flooring in my laundry room did an excellent job but unfortunately the small area that I asked Mr. ****** to repair (and offered to pay to have repaired) was pulled up because the firemen had to get into the crawl space due to smoke. It made no sense for the contractor to come back to fix just that so I was going to glue it on myself but I got busy and didn't get to it. It was Mr. ******* idea to do it for free!
  
  Why wouldn't I listen to his recommendations, I don't do flooring? He told me what he wanted to do and I responded with "your the floor guy, do what you think you need to do". As far as getting "free money", there is no such thing. I received a small amount from my insurance company and the rest was paid by me. I have no idea where Mr. ****** came up with my son having anything to do with this, it is ludicrous and demeaning that he is even thinking this way.
  
  I have had numerous small businesses do work for me and I haven't ever had any quality issues until now.
  
  Thank you
  
  Allison ****

  Business response

  08/09/2022

  When we finished the job the customer was satisfied and signed off on it. Everything was fine for months. It wasn't until after the appliances were put in that she came back with issues on the floor. I let her know that it looks like the floor was damaged due to whomever installed the new appliances & moved furniture. That if something happens due to work being done by others, it is out of my hands and not responsible for what they did. I also let her know that the floor is unlevel due to being an old home, which I did communicate with her at the beginning. I did not use a nail gun; it was finish nails (18g) that I used per Allison ***** request and again, her Ok that she was fine with that. I also let Ms. **** know then that I would be happy to come take a look, but it would be treated as a new project.

  Customer response

  08/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I should have held the last payment until the job was performed professionally then I wouldn't have had to get the BBB involved. A contract nor a release was ever signed!
  
  I was raised that a job worth doing, is worth doing well (this job is not acceptable). The flooring Mr. ********* tore out was damaged due to a leak in my dishwasher, not the fault of the age of the house nor the appliances that were to be installed. After tearing out this floor by the dishwasher there was damage below and the subfloor had to be replaced. Yes, I live in a beautiful old house that was renovated years ago and they didn't have any problems laying the same LVP flooring. Mr. ****** moved all appliances as needed and upon moving the refrigerator back, the tile did not go back (I was told that the tile went all the way to the wall when installed). He fixed that but not the tile by the dishwasher which he said he would after the new appliances arrived.
  
  After the appliances were installed I messaged him and never received a response. After my last message, I got to thinking about all the furniture that was put back after he said he was done. There are two walls in my living room that are totally covered by furniture and it's only on these two walls that the flooring does not go to the wall.
  
  Mr. ****** commented earlier that I was trying to get something from him. All I want is for the job to be done right at the agreed price he gave me in January.
  
  
  Allison ****

  Business response

  08/30/2022

  As far as boards not being flush with walls, that is how you install lvp flooring. There needs to be room for expansion. Because these boards snap together, your boards will buckle and cause a big mess with a domino effect.

  Customer response

  09/08/2022

  In response to BBB Case #*********
  
  This just gets better! There has not been one truth come out of Colby's mouth and now you can add this to it.
  
  
  To sum this up:
  
  There was no contract to sign
  There was nothing signed by me releasing the poor job that was done
  There were several calls made by me that were not answered
  I am in full support of young Entrepreneurs! I have gone to the same nail lady since she opened her own business 15+ years ago, the same pool guy 5+ years and the same lawn service and cleaning service for a year. These young adults take pride in what they do and as long as they do, I will support them any way I can.
  
  Everything Colby has said in his past statements are lies and he added to this list when he said the boards expand. I purchased these boards at ***** * ***** ** ******* (************) and called them after I saw this. These boards DO NOT EXPAND!!!
  
  The gaps that appear on my floor are anywhere from 1/8 of an inch to an inch. What is the business going to do to correct this issue? Please see the photos I've included with this complaint.
  
  
  
  
  
  *** **************** **** **********

*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. ↩