ComplaintsforEMERG+NC Property Rescuers®

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally filled complaint against ******* Flooring installed under ********, however Emerg+NC is the company I paid.I am seeking the replacement of a bad install flooring job & repairs. I was strung along for years (Giving grace w/ Covid) with both **** *** and Emerg+nc saying repairs/replacement were going to be completed. Pics after Repairs Sept 2021: ******************************************* Boards damaged during the repair, but are refusing to make good on their word everything would be replaced that was damaged. I also stopped the installers to let them know boards were still not being fit together properly. The installation manager told them to continue to work.Emerg+NC went back and forth with ******* multiple times, **** *. even emailed multiple times ******* requesting the entire floor be replaced b/c it was unacceptable. When **** *** wouldn't budge w/ replace, Emerg+NC offered to ensure the repairs were satisfactory and I agreed to the terms. No docum. has been provided showing installation and repairs were within tolerance. Spoke w/******* @ **** *** and she assured me the pictures provided after the repair were not satisfactory and she would get my flooring fixed. Emails show customer care agreed with me that the repairs were not satisfactory, but she couldn't do anything because the manager and Emerg+nc state it's within tolerance. I was promised a satisfaction guarantee of 12 months and I addressed my concern the day the flooring was originally installed in 2019. Emerg+NC did not fulfil their promise of satisfaction guarantee and promise of fixing all my flooring issues. I received a new flooring quote to replace the existing flooring since it is discontinued and cannot be ordered. I wanted to be upfront with the new contractor and ask if the flooring installed was satisfactory or if I was being "too picky" as Mr. **** ****** states. The new contractor assured me I was not being too picky and pointed out many flaws of the installation.

  

  Business response

  05/11/2022

  EMERG-NC Property Rescuers strives for 100% customer satisfaction on every project. Sometimes this isn’t possible due to unreasonable expectations or general misunderstanding of the way construction and General Contracting processes work. In this particular instance we responded to the homeowners’ emergency water damage on November 7th 2018. The mitigation portion of the project went very well. EMERG-NC worked with the property’s insurance adjuster and got the property dried out and remediated according to IICRC standards. We then proposed a scope for reconstruction to the insurance adjuster and that was approved. The check was sent to the homeowner to pay for the materials and reconstruction labor. During the preliminary phase of material color and type selection, Mrs. ******* picked out a very specific type of flooring that she wanted to have installed. This particular color and style needed to be ordered specially. EMERG-NC subcontracted **** *** to order the flooring as well as install the LVP flooring. After the install Mrs. ******* was not happy with the color of the flooring she had picked out and wanted us to re-do it at our (EMERG-NC and **** ****) cost. We explained that the flooring had already been specialty ordered and purchased, but if she had any issues with the install, it would be covered by EMERG-NC and **** *** (acting as our subcontractor.) **** *** even responded and replaced a couple of “damaged” planks despite unnoticeable “damage” issues. This was not the answer Mrs. ******* was looking for. Mrs. ******* then began complaining about the flooring material and additional “damage.”  The flooring was inspected by our reconstruction PM, the adjuster, **** flooring (the manufacturer) and **** *** (who installed) and all “imperfections” were deemed to be either unnoticeable or part of the flooring design.
  EMERG-NC has offered to replace any additional “damaged” planks and has even sent crews to the home to do so who were not allowed to make any repairs as Mrs. ******* would not give them access to the home.
  Once it was deemed that Mrs. ******* wouldn’t allow us back on site, I offered her a credit to have them repaired by a flooring contractor of her choice. She declined. I even went one step further and let her know if she sent us a reputable flooring companies (of her choosing) repair quote we would even entertain paying for those services. This was also met with no response. Please see the attached email chain in which you will see reparations offered by both EMERG-NC and **** *** in order to appease Mrs. *******. None of these proposed solutions were accepted.
  At this point it is our stance as well as the stance of **** flooring, the insurance adjuster, and **** *** that the flooring was installed correctly and is not in need of repair. We have tried multiple avenues to try and come to an amicable agreement and we feel the insurance check may have been spent.
  While I never called Mrs. ******* “picky” she did ask me “what would you do if these were your floors?” to which I responded, “I think these floors look nice if I’m being honest.” Again, this isn’t the response she was hoping for.
  I have also attached additional work authorization paperwork signed by the homeowner that states our terms and conditions.
  EMERG-NC/**** *** are still open to replacing the few planks that the homeowner had issue within good faith but are not being allowed to do so. 

  

  Business response

  05/12/2022

  Please see the 4 attached emails ALL referencing **** *** (our subcontractor) and their willingness to make repairs to her flooring. You will also see reference to the multiple inspections we had of the flooring where nothing was found to be wrong with the installation.

   

  EMERG-NC acting as the GC and **** *** as our subcontractor have offered to repair the flooring and met with nothing but obstacles in doing so. 

  Customer response

  05/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: There is no resolution given.  I was told the flooring should be fully replaced by an employee when it was originally installed, but eventually agreed for the flooring to be repaired because **** *** would not agree to do a full replacement as requested by **** *  multiple times. I was ignored months and months at a time by **** ***. I continually reached out to them as did **** *. trying to resolve this.  Your company changed their stance from agreeing with me to telling me I am the issue.  The flooring was not repaired an no longer available to order as it is discontinued. What is your resolution?  I would like a credit towards costs.. I have provided receipts of a new contractor prices.
  
  Sincerely,
  
  Melissa *******

*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. ↩