ComplaintsforService Pros Installation Group, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 3, 2024, we went to *****************, ** and purchased tile and installation services for a backsplash in the kitchen of our home in *****. We requested that the installation not be scheduled until the first week in May due to other work we were having done in our house. We were originally quoted $88.04 in materials and $597.08 in labor. ****** sent one of their installers to our house to measure the backsplash. While he was here we discussed the project and we were told that the tile we picked out wouldn't work because it was actually floor tile and wouldn't hold up on the wall. We went back to the store on March 16 and completed the sale with the new tile changing the material cost from $88.04 to $316.46. We schedule the pickup of supplies for April 25th and the install on May 7th. I have uploaded the information with pictures of the results of the install on May 7th. On May 8th I received a call from Lowes ************* to follow up on the install and answer any questions. I told them about the issues and sent them a copy of the information. I received a call from ******* from Service Pro that afternoon and after explaining the issues, I emailed him a copy of the uploaded PDF which he said he was sending to his quality manager. An appt. was schedule for May 15 between 1-5pm for someone to come out and inspect the issues. I called at 4pm and was told he would be there any minute I told them that we had to leave at 5. We left the house at 520 and received a notification from my ring doorbell that he had arrived at 640pm. We then rescheduled the inspection for Tuesday, May 28th between ******am. We were assured that we were the first appointment. We received a call at 330pm from **** (Quality Service Manager) at Service Pro saying he just found out the guy went to another job first and did not let him know. **** said that he would come out himself on May 31st to inspect the issues. I will continue this in an uploaded file.

  

  Business response

  07/24/2024

  Our Regional Operations Manager for NY has made contact with the customer and will continue to be in contact and work with the customer through the backsplash replacement being completed tomorrow 7/25/24. 

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** sent Service Pros to install my LVP flooring. They installed it about an hour after the product was delivered. Now ********************* tells me it should have been acclimated. The floor is not level at all and the planks are separating. They also replaced my dishwasher wrong and a week later it tipped over on the floor. I had to pay someone to install it properly. They said that they couldnt put my pantry door back because the new floor was about 1/4 inch higher. They also said they couldnt put the transition piece for the same reason. Also before they left I realized my refrigerator wouldnt dispense water or ice. They had crimped the water tube. The floor is crappy and poorly installed. The entire floor has a sticky residue like adhesive on it and it cant be cleaned. I spent $4700 on this floor. Ive been begging Lowes for three months to replace it or at the very least remove and refund my money. Basically Lowes has said tough s*** I cant find anything saying that service pros have any credentials at all. By the way, Lowes has a three day warranty on flooring!

  

  Business response

  06/26/2024

  On 5/28/24 we went out and inspected the customers flooring.The concern was a haze or film that was covering the entire floor. We reported the findings to ***** who started a manufacture claim. A 3rd party inspector deemed the haze/ sticky issue on the surface of the flooring was caused by the product that the customer used to clean the floors and was not an installation or manufacture issue. On 6/11/24 we received another workorder for deflection in the floor. We left messages with the customer On 6/11, 6/12 and 6/13 to try and schedule an appointment to address her concerns with the deflection in the flooring. We never received a call back. On 6/14 the customer started a claim with ***** Executive Customer team. Once this team from ***** starts working with a customer all communication with the customer must be directly from them and they ask that we not reach out directly to the customer. We have reached out to Lowes Executive Customer team on 6/14, 6/19, 6/20, 6/21, 6/24, and 6/25 with attempts to reach the customer to schedule a repair order to fix the deflection in the floor. As of today, we have still not received a call back from the customer to address the concerns of deflection. Service Pros was unaware of any issue with the customer refrigerator, and we do not move dishwasher for installation of flooring as the flooring does not get installed under dishwasher for warranty purposes. We are willing to address any concerns due to the floor not being level and any planks separating that *** be a result from the installation if the customer will call us back to set up the appointment. We are unable to fix or remove the haze left on the flooring from the customers cleaning products. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am completely disappointed and dissatisfied with your company's service and lack of attention to detail and logistics. I've been waiting for my flooring to be installed and have my wife and infants staying in my living room and moved all my things in expectancy of my schedule date. And today the installer tells me he can't install my flooring because the people who delivered it had left it in the garage. No one from any of these 3 companies involved managed to tell me that my laminate flooring needed to be near the install rooms. Now I'm being told will need to reschedule and can take another week! This is a major inconvenience for us. And if I would have known this level of incompetence I would have went some where else.

  

  Business response

  06/13/2024

  When the customers flooring was delivered by ****** it was placed in an area that didn't allow for proper acclimation of the product. Installing without proper acclimation would void the product warranty and could cause the product to fail once installed. We immediatley worked with the customer and ****** to have the product staged in the proper area for acclimation and to have it installed this week. We completed his carpet as orginally scheduled yesterday and the laminate is scheduled to be installed tomorrow on 6/14/24. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/18/2024 Was ti have a new floor installed in my home office, the carpet was to be removed along with the padding and taking away. I had the carpet and padding 80 percent removed and wrapped neatly up easy to deal with along with all base board removed for easy install of new base board over top new flooring.On 04/18/24 about 8:30 am the installer showed up, show him the room and new trim, after he was completed with the floor he told me he could not due the trim because it did not have a his big saw. called the service center they talked to me and would have the installer come back on Friday 04/19/24 at 8am, then at 1200 noon I get a call from the service center stating installer wants to come back at 4:30 pm on 04/18/2024 , at about 5:30 I called the service center installer was not here, ok someone will call you right back going to find out where he is, we did get a call alot of traffic in your area, but he is very close to your home. I get a call from "G" she states i am from the service center and i will be out with the big saw and take care of the trim for you with 1 of my guys, I should be there in 30 mins, ***************************************** so you were stuck in alot of traffic, What, alot of traffic getting here no way, oh where is "g" dont know, we are coming back from ************** from another jog, this was at 8:00 PM 3.r hrs late was at the home until 9:30 pm now dealing with this floor for over 12 hrs. for a 10 x 12 room Really, The install job was very poor, called the service back on Friday 04/19/2024 **** the Manager of install stated Its Friday, I will bill back the installer for the job, I will call you back Mon o Tues no later 04/22 or 04/23, to setup a time to come out and fix it. Nothing i called Today 04/26/24 **** stated yes didn't we fixed that issue and complete that last week, **** I sent you the Photos Friday 04/19/24 to your phone, and you stated you would call be back and you did not. This company is the worse NO commutation, they call you so many times to confirm appt and times, but dont show up will not return your call when there is an issue.

  

  Business response

  04/29/2024

  We have spoken with ******************** and set an appointment for this Thursday May 2nd to address all concerns and make repairs to the baseboard. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service Pro Installation Group ***** replaced my kitchen floor. In the process of installing the new floor. The contractor, used a floor leveling mixture. The mixture ran down my basement walls from the kitchen. The leveling mixture destroyed art work and coloring's my kiddos made for my wife and I when they were in elementary school. My kids are now 40 and 37 years old. There also was rugs ruined, the walls and floor damaged, clothing ruined amongst other items. The original settlement for the damage to the basement was $500.00. **** sent me the claim form. The contractor then had taken the left over mixture out through the back door and the mixture stained the deck, my drive way and sidewalk. Service Pro sent a gentleman named *** to power wash the sidewalk and drive way and to look at the damage in the basement. The power washing did not remove the leveling mix stains. **** And I agreed on a $800.00 settlement. I haven't received the release form the $800.00 settlement , My last contact with **** was 2/15/23 stating he sent the updated release.I There was a message, but no form. I've called many times and I am always told someone would get back to me. I did send pictures with all the damages.

  

  Business response

  05/05/2023

  We have spoken with ******************** and agreed on compensation in the amount of $650.00. The check was mailed out to ******************** on 5/4/23.

  Customer response

  05/06/2023

   
  Better Business Bureau:
  Agreed

  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had floors put in my bathrooms on 12/6/2021 and a sub floor was needed for one of the bathrooms. They put the sub floor in but didn't put it underneath the ****** of the toilet. So my toilet wasn't bolted down for over a year. Then I noticed that it was leaking and had a plumber come out on 2/22/2023. He told me the sub floor was installed incorrectly which is why I have a leak. ***** is telling me that this is over the year warranty and nothing can be done. This is the installers mistake and should be fixed. I have a statement from the plumber plus pictures of how the sub floor wasn't installed correctly. I want my floor fixed. I wouldn't have this issue if the installer did his job correctly.

  

  Business response

  03/07/2023

  We have been in contact with *************** and are working with her to set a schedule date to send our installer out to inspect and repair. 

  Customer response

  03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and accept that will repair and fix the incorrect installation of the floor that they installed on 12/6/2021.
  
  Thank you. 
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased our home on August 31 2021. Our flooring was installed on 03/19/2021. Our floors started cracking and coming apart I noticed in July of 2022. At this point the floors were only down for barely a year. Had a couple of contractors come out and was told by all of them that they were installed incorrectly. I called service pros and they told me it was nothing they can do because it has been a year. I told them it was brought to my attention that the floors were installed incorrectly to Begin with. They didn't try to help us in no type of way.

  

  Business response

  11/04/2022

  This installation is out of warrenty. However, We did set an appointment for 11/3/22 to go out and inspect to see what was going on with the customers home. We found a moisture related issue under the home that is damaging there subfloor from underneath. This damage to the subfloor is creating issues with the flooring we installed. The subfloor was not damaged or showing moisture issues at the time of installations. We did not install subfloor in this home it was exsisting. This is a site related issue not an installations issue. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Lowes June 24th to install a small piece of carpet. Service Pros Installation Group is who Lowes uses. Everything was a disaster. In August the installers came and made a complete mess. They returned to fix the problem and damaged my home.***** Bockingfuss, service Pros quality guy came out and decide they need to redo the job.The 2nd installers came and proceeded to damage my newly refinished railings...and installed a carpet with hole in it. Here comes ***** Bockingfuss again...we need to install it a 3rd time. All the while I am in contact with *******************...their regional head. There's a lot of damage at this point that needs to be repaired before the 3rd try. ******************* gives me the go ahead to have it fixed at Service Pros expense. ***** Bockingfuss and I have photographs of all the damage.On December 8th I submitted a **** for $250.00. I'm still not paid as of today. I have spoken to ******************* more times than I can count. All I get is a runaround. The carpet was installed the 3rd time...it too is a sub-par job but I accepted it because I just couldn't deal with it anymore. I want my $250.00

  

  Business response

  02/02/2022

  The check was mailed on 1/22/22 to ***************************************************************. The check cleared on 1/27/22.

*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. ↩