Complaints

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• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Floor was installed poorly with large visible gaps in multiple places where the floor is supposed to meet flush with the wall. I will have to pay a ********* to come in and reinstall another piece of flooring thats cut to appropriate length to be flush with the wall where its the worst. And just install base board and quarter round around the entire bathroom floor to cover up all the gaps.

  Customer Answer

  Date: 03/13/2023

  See correspondence below. All the store does is complain that Im complaining and respond emotionally rather than focus on the solution. They have zero customer service or understanding that my frustration is about the sloppy install in my really ********** and not with them personally. 
  
  Sent from my iPhone

  
  
  

  ?Reply

  ?Forward

  From: *************************** <***************************>
  Date: March 10, 2023 at 12:35:53 PM CST
  To: *************************** <**************************************>
  Subject: Re: Install price change! Jagged edges!
  
  

  Id like to help you and it would be nice if you were not being rude to me 

  On Fri, Mar 10, 2023 at 11:43 AM *************************** <*********************************> wrote:
  

  I dont know what you looking at it in-person will help but It still looks like this today.  Im disappointed that you can look at that corner with > 1/4 inch gap thats 4 long and tell me this floor is installed well. Is this good quality by your standards?

  
  

  
  
  Sent from my iPhone

  
  

  On Mar 9, 2023, at 6:57 PM, *************************** <***************************> wrote:
  
  

  I cant crawl around in ever floor to see what the shape is and Im sorry I missed that 

  Now that silicone is dry should be clear not sure how that looks on the brick wall 

  But I can come and take a look 

  Michael 
  
  Sent from my iPhone

  
  

  On Mar 9, 2023, at 6:26 PM, *************************** <*********************************> wrote:
  
  

  The floor does not have uniformly clean cut edges and is not consistently flush along the walls. I didnt want to put up base board and shoe mold around that bathroom; but now I have no choice because the floor looks so jagged with gaps at edges in multiple places, not just the brick wall but the regular wall too. Sure I agreed to pay the extra but my point was the need for leveling was something that shouldve been disclosed in both his and your prior estimates.  I dont know why thats such a difficult and impossible concept to acknowledge and apologize for.  Im not saying this because I dont want to pay, Im saying it so you can confirm Im right and not crazy, it was the same uneven floor when you performed estimate on it and you left it out of the estimate. And I agreed to pay for the job, but that doesnt mean I didnt think the job was incredibly sloppy and unfinished or that I was happy being forced to pay for it.  

  
  

  Sent from my iPhone

  
  

  On Mar 9, 2023, at 5:27 PM, *************************** <***************************> wrote:
  
  

  I was not at Brentwood Yesterday We do have a warehouse guy named Mike 

  Which is who answered the phone 

  I was told that you needed 2 bags of patch to level out floor for the installation 

  which was $150.00 total for 2 bags of patch plus the labor to do the work TJ said he talked to you about the patch and price and you agreed 

  and the original installation total that is on your receipt is $350.00

  Would be happy to look at your job and see what needs to be done 

  *******

  On Wed, Mar 8, 2023 at 7:10 PM *************************** <*********************************> wrote:
  

  Also when I called today and asked the guy who answered the phone Is this *******? And he replied its ****. Was that you correcting me how to refer to you or someone else? I want to make sure I get my facts straight for my ****** review, Angies list review and every other platform I can find to review. What happened today and the fact not one person said Im sorry or I understand is infuriating!!!!!  The installer himself back when he did the prior installs looked at my bathroom floor and so did you and both said $300, but today he insists on being paid $500 because its uneven? Its the same floor it was last time he saw it! Is this how you treat all of your customers or just the single women you can take advantage of???
  
  
  
  Sent from my iPhone
  

  > On Mar 8, 2023, at 6:11 PM, *************************** <*********************************> wrote:
  >
  >
  > Hi *******,
  >
  > I was disappointed to find out the install labor was $500 instead of the $300 you quoted me.  Also, where the floor meets the wall are not clean lines and we need baseboard along the brick and shoe mold along existing baseboards.  I was told he can come back later this month and to text on 3/21 about getting in 3/23 or 3/24 and thats going to be another $100 in labor.  Is there someone else who can come out and finish the job before then? And I dont appreciate having to pay double the labor amount quoted. He shouldve been able to tell me before doing the job that he couldnt get clean lines along the wall. 
  >
  > ***** said youll call me tomorrow. Please do. I will follow up in-person if I dont hear back as promised because Im very frustrated and have spent too much money with this company to have something like this happen.
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  > Sent from my iPhone
  

  
  
  

  --
  

  Thank You
  

  Flooring Galaxy
  ************