ComplaintsforFaith Floors

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug 1, 2023 Hired Faith Flooring owned by Rajiv K C******* to A. Install 1850 white oak hardwood flooring and LVP in bathrooms and laundry B. Install and paint baseboards C. Paint LR and loft D. Repair LR drywall E. Repair 4 door frames Color is not white color agreed upon Home unlivable for 5 wk . Furniture scratched and damaged and not moved back $360 movers $4600 furniture 10 large fluid stains on driveway $989 to repair plus $150 HOA fine ** freezer door handle $567 repair Used furniture as work table causing irreversible damage $1279 replacement/repair Left 10 large bags of trash, scrap material, paint cans in living room resulting in $845 cleaning crew Left 1/2 inch drywall powder and mud on paper covering floor Used ***** to vacuum drywall $570 replacement Swept debris down air vents $870 On Aug 23 Faith Flooring drops hammer breaking air duct so Undersign tells Faith Flooring AC is off since broken duct and air vents being covered by FF prevents AC entering in house. $300 HVAC repair Aug 24 Faith Flooring set AC 60* for 22hrs. Faith Floorings negligence resulted in 1 inch of water condensation in basement causing over $4k of damage. FF cut hardwood inside home despite telling undersign wood would be cut outside so closet items didnt need to be covered. Faith Flooring carelessness caused close to $6k damage to electronics, household items and designer handbags, clothing and shoes. Breached contract by painting Entire first floor walls and ceilings erroneously costing $9,780 to return to original color Removed doors, commodes and appliances costing $2k for handyman Contract breach by using owners dumpster to dispose flooring $360 dumpster rental plus $190 weight Lost house key $670 locksmith Holes in flooring that Faith Flooring wont repair and refuses to provide brand so undersign can buy flooring Faith Flooring refuses copy IRS form 8300 Video day home was deemed "ready" ****************

  Business response

  11/06/2023

  We would like to respond to each part of this review in an attempt to reflect the truth more. We feel it is important to state firstly that you have an unpaid balance of $8,000.00. We feel your negative review may be influenced by your unwillingness to pay your balance.
  
  1. On Friday, September 18th, at 9:28 AM you said, “Oh floor looks FANTASTIC so far.” And you went onto to choose your own floor color that day. So, if you were not happy with the color you chose, that is not really our fault. 
  
  2. If you choose to renovate your entire house, it is reasonable to expect it to be unlivable for the duration of construction. Construction was timely and reasonable in length given the size of the tasks needing completed. In the contract and scope of work, we never promised to complete one floor at a time. We did state the work would start upstairs first. 
  
  3. Approaching the end of work, you had a phone call with management on Friday to discuss that we had a couple days left of work. We needed to move furniture, complete a punch out list of tasks, including caulking, reinstall toilets, and doing a clean. However, once you got home you refused to let us back to finish the work, as you were assumably upset. Again, you refused to let us back to move your furniture. Whatever expense you incurred due to your failure to let us finish work and move furniture is not our cost to bear.
  
  4. Vehicles that leak oil are accidental and unintentional. We cannot obviously confirm which of your contractors it was, or whether it was us, but as previously mentioned to you, we have a pressure washer and were willing to help you. You denied our help. If you incurred fees because of refusal to let us on property, that is not our cost to bear, especially considering there were other contractors at your home, and no one can confirm which contractor it was.
  
  5. We never touched your freezer handle. However, we do recall you asking management if we knew anything about door handles as it had previously broken before we started the job. We are not responsible for the cost to fix something that was broken before our contract started.
  
  6. It is not in our practice to cut wood inside of customer’s homes. For one, we try to eliminate dust where possible. It also not possible to have a workstation on top of floors you are actively installing. It is our belief you raised this accusation because of dust present, however, when sanding 1,800 feet of new wood, and sanding drywall, dust is expected. No desk was ever used. 
  
  7. We did leave neatly bagged trash, as we were not completed with the job, and you refused to let us come back to finish. Because of your refusal to let us enter your property to finish the job, the job was unable to completed, which a clean and removal of garbage was left to do. We do not bear the costs incurred from your refusal to let us finish the job.
  
  8. It is not in our practice to use customer’s personal items, such as a ***** vacuum, because we have professional grade vacuum systems of our own. We did not even get the chance to clean, as you previously mentioned, because of your refusal to let us enter the premises. So, we are unclear on your story now, as before you claimed we didn’t clean drywall, and now you claimed we did clean drywall and ruined your vacuum. 
  
  9. It is not in our practice to sweep items down air vents. It is very plausible debris, in our line of work, which is sand and dust in the air, traveled to parts of the home, such as an air vent. We did not see anything go down an air vent though, but dust can travel. 
  
  10. Other contractors were working in your home during the time you found out about your AC duct. We took inventory of our tools, and we are not missing anything. However, we offered to help you with the issue out of courtesy. 
  
  11. It is not in our practice to set any Air Conditioning system to extreme temperatures. We never adjusted your AC to be 60 degrees, as that would make paint and polyurethane slower to dry. 
  
  12.  We have not ruined any of your personal items. Per your instruction, we moved everything out of your home that you wanted moved or did not want dust on. On top of that, we used 3M plastic to cover things to help limit dust. We have several methods in place to reduce dust, but considering this was an entire home remodel of sanding drywall and flooring, it is impossible to do the work without creating dust, which is why our contract reflects that, in which you signed.
  
  13.We had a verbal agreement about painting more rooms in your house, and that was done with your approval.
  
  14. You incurred handyman costs were unnecessary then, as we offered to move your furniture back, complete touch ups, and clean, but you refused us.
  
  15. We never made you pay for a dumpster, you did so on your own volition. On Saturday, August 5th at 10:33 AM you said “I am going to rent a small dumpster as soon as my HOA board approves bc I need to toss a lot that can’t be donated.”
  
  16. We left the key at your home per instructions. If you decided to change your locks, that is not a decision we influenced.
  
  17.  There is no record of gaps in flooring on our end, and your baseboards were scheduled to be caulked, but we would never force our way into someone’s home. Because you said we were not allowed back, we did not come back unwanted. 
  
  18. For one, you have an outstanding bill of $8,000.00 over 30 days past due. That does not grant you a lot of courtesy. Secondly, we requested you speak with our attorney, as you have been contacting us multiple times a day, writing false reviews online, etc. and we do not work with people who behave in that manner. Third, customers cannot purchase flooring through manufacturers directly.
  
  19. We have not refused any forms. We will follow, per our contract, all guidelines necessary. It is important to note that tax schedules also allow us time to fill out any documentation necessary.
  
  19. On Saturday, August 26th, management met with you at the house. He did a walk through with you, and you verbally said everything looks great multiple times. We hope this provides more insight into what really occurred.
  
  20. No negligence occurred, no refund will be given, all tax forms will be filed time-appropriately, and we request your balance be paid in full. Also, customers cannot purchase flooring through manufacturers.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In March & April 2021, Faith Floors laid Laminate flooring for us in the main level of our home, including, entry, hallway, living room, dining room, kitchen, stairs, and upstairs hallway. What was originally stated as a 3-4 day project, turned into many weeks of work. This would have been fine if the job was done well, but unfortunately that was not the case. After many discussions (and complaints) over the weeks, to finish our floors, things seemed to be as good as it was going to get, although we still were not 100% satisfied. When I called Raji to pay the remainder of our bill, I was hoping to have a conversation about the fact that we were not happy with the way it all turned out, but that did not go well. When I tried to tell Raji all the issues we faced and were still facing, Raji proceeded to insult us and the flooring we had chosen by saying "your floors are the worst we have ever laid"...that said, he never set foot in our home once the floors were done and did not lay them himself, so his opinion of our flooring was comical. We have the identical flooring in another room in our home and have not had a single issue with them...but they were laid by someone else, they were just done better. I reached out many times over the past year to give Faith Floors an opportunity to make things right. To their credit, Raji did send Derek out to "fix" some things, but unfortunately it has been brought to our attention that those "fixes" were also not done correctly. We have since had a 3rd party Laminate flooring inspector do an inspection and also have a few quotes from other flooring companies to fix our floors. There are many issues but just to name a few, many nails sticking out of the stair nosings, my 9 year old cut her foot on one and proceeded to fall down the stairs, loose stair nosings, gaps in flooring, nails driven down through planks, so our floating floor is no longer floating throughout, the list goes on.

  Business response

  07/11/2022

  July 8, 2022 
  
  RE: ID ******** 
  Complaint of ***** ****** 
  Dear *** *******: 
  

  Please be advised that I represent Faith Floors, LLC and its owner, Raji C******* and this correspondence is in response to the above referenced matter. 
  Initially, I apologize for the late response in this regard, but both Mr. C******* and I were out last month at different times, and it wasn't until a couple of days ago that we had an opportunity to get together to review the facts related to the complaint. 
  

  On January 27, 2021, Faith Floors, LLC submitted a quote to ***** ****** to install owner provided click lock flooring. Over six (6) weeks later *** ****** executed the agreement. The project was started on March 22, 2021, but was delayed because the flooring materials were not delivered until April 1, 2021. The installation was completed on April 3, 2021. *** ****** had been advised that the product she selected was not of the highest quality, but Faith Floors honored

  its contract to install the floor. While *** ****** did have a similar product in one room at her residence, it was a much smaller room with heavy furniture which kept the interlocking planks from shifting. The areas in the residence where the new flooring was installed was more open and the flooring was more susceptible to shifting because of the nature of the material selected by the customer, 
  
  Mr. C******* did have his staff return to address complaints regarding the floor shifting, and at *** ******** request, some nails were used to attempt to get the shifting of the planks under control. 
  

  In addition, the concerns regarding the transition to carpets being incorrect and lack of an underlayment were the result of the owner not providing the correct materials for these items to be installed. 
  

  Mr. C******* was quite surprised that this complaint was filed as it has been over a year since the services of his company for *** ****** were concluded. Mr. C******* and Faith Floors, LLC performed the services for which it was retained and does not believe the complaints registered by *** ****** are valid at to the services provided to her under the terms of their agreement. 
  

  In conclusion, we have seen that Faith Floors has been given a D+ rating on the Better Business Bureau's web page because it failed to respond to *** ******** Complaint. As noted above, both Mr. C******* and I were away at different times last month and that caused a delay in sending this response. I trust that you will see fit to revise that rating under these circumstances. 
  
  Please feel free to contact me if you have any questions, 
  SINCERELY: 
  
  R. KIM V**** ATTORNEY AT LAW 
  

  
  

  Customer response

  07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Nothing in the response from Mr V**** or Mr C******* even begins to address the issue at hand, which is the quality of the work that was done by Faith Floors. Mr C********* opinion on the quality of the product we chose to put in our home is not the issue. Mr C******* never came into my home after the floors were finished, or while the floors were being laid for that matter, we work from home so we would know if he had been here. The fact that he even has an opinion on our flooring choice is ridiculous. That said, if they were not comfortable with the quality of the product we chose, they should have turned down the job in the first place.

  
  

  Some of the dates cited in the letter from Mr V**** and Mr C******* are also incorrect....not that timing is the issue at hand either, but I thought I would address. I had all materials by the start date of the project 3/22/21, except 6 stair nosings, which were here and ready well before the stairs were ever started, I have receipts to prove this.

  
  

  The fact that Mr C******* was "surprised" by my complaint, because it has been over a year, is surprising to me, as I have been in contact with him and Derek (the gentleman who laid the floors and Mr C********* business partner) due to all the issues and unsatisfactory work since the conclusion of the project. I NEVER requested that nails be driven through my laminate floors. That said, as the expert and contractor, when executing a job, the client is relying on your expertise on how to best do that project and fix issues that may arise. All I have repeatedly asked for is for our floors to be done correctly and well. Nails sticking up out of stairs, nails driven down through our floating floor, no adhesive used on a single nosing, etc is not my idea of a job well done. Not only are their nails and gaps in our flooring throughout the home, but the floors were not even laid to manufacturers specs. As far as materials go, I got a list of what I needed from Mr C******* at the start of the project, and took that to pro source. If there was something they needed that was not provided, that was never communicated to me. I specifically asked about underlayment and was told I did not need it. 

  
  

  We have had a 3rd party laminate flooring inspector out, I have attached his inspection report, as well as a quote to fix the floors and materials needed to do so. The solution we are interested in is to have the expense of the both the materials and flooring quote covered. I do not want Faith Floors coming back in to try and rectify any of the issues with the floors, as they have had plenty of opportunities to make things right. We would like to settle this outside of court, but if Faith Floors does not accept these terms, further action will be taken.
  
  Regards,
  
  ***** ******
  

  Business response

  07/22/2022

  July 21, 2022 Please see the following. Better Business Bureau Southern Ohio, Northern Kentucky and Southeast Indiana ATTN: **** ******* 1 E. Fourth Street Suite 600 Cincinnati, OH 45202 TRANSMITTED BY email ONLY RE: ID ******** Complaint of ***** ****** Dear *** *******: I have received a copy of the communication BBB sent to my client Faith Floors LLC dated July 15, 2022 which includes further comments from *** ****** related to the above ID number. . I then met with Mr. C******* and the installer who performed installation of the floor at issue. It must be remembered that Faith Floors was only hired to install what *** ****** and her supplier provided. *** ****** selected the supplier. We do not know what *** ****** was told by the supplier related to underlayment, but we do know that no underlayment was at the residence at the time of installation. *** ****** was going out of town when the materials were delivered, and it was her choice to install the planks with no underlayment. In addition, the nosing was selected by *** ****** and her supplier, not Faith Floors, LLC. The nosing was insufficient to hold the planks in place. The installer did the best he could with the materials supplied. When it was determined that the nosing was insufficient, *** ****** was given her options by the installer and she requested the nails be used to keep the surfaces in place, which was one of the options offered by the installer. Mr. C******* did have the installer return to *** ******** residence a couple of times after the installation was completed. However, there really was not much that could be done to resolve the issues. *** ****** decided to go ahead with the installation of the floor without underlayment. The nosings selected by *** ****** in conjunction with her supplier were installed as best as they could be installed. While my client regrets that *** ****** was not satisfied with the flooring we believe that her dissatisfaction should be directed more toward the supplier she selected. The supplier should have recommended and delivered underlayment and also should have sold her a more appropriate nosing product. Thank you for again allowing Faith Floors, LLC to address this matter and as always, please feel free to contact me if you have any questions. SINCERELY: R. KIM V**** ATTORNEY AT LAW *** ******* ****** ********** ** ****###-###-####
  

  Customer response

  08/12/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Once again, the product I chose to lay in MY home is not the issue. The problem is that the floors were not laid properly. I will not continue to dispute Raji's opinion on the quality of my flooring choice. Again, if they were not comfortable with the selection, they should not have taken the job, simple as that! As the flooring professional, I would think they would know what was needed to lay down any type of flooring. People trust companies will provide quality input and quality work, on any project they are doing. For example, we had work done in our basement recently and that contractor, the professional, provided me with a list of what he needed, and then I got the things on that list. SIMPLE! The flooring and nosings go together. The inspector and the other flooring professionals I have had out to look at our floors have all pointed out many many faults with the floors which I have included on the previous messages. The bottom line is, this job was done incorrectly. In order to fix the floors, we need someone else who knows what they're doing to come and fix them.  I have a text from Raji from a previous complaint stating that my issues were an "adhesive" issue and he would get back to me...well he never did, and interestingly enough, it was brought to my attention by the the 3rd party inspector that there was NO adhesive used on our nosings, NONE....so yes, I would say there was an adhesive issue!
  
  At this point, if our settlement of Faith Floors paying for the repairs to be done is not met, the next step will be legal action. 
  
  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. ↩