ComplaintsforSunset Builders

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2022, we hired Rick M***** of Sunset Builders to construct an in-law apartment. This included a luxury plank flooring throughout the apartment. From the beginning, we have had numerous issues with buckling, chipping and inferior installation. Upon many failed requests with Rick M***** to address this problem, we resolved to getting an official inspection done through LL Flooring. They, in turn, hired Inspect Solutions to do this inspection. Their results concluded the problem was entirely faulty installation. Rick also received a copy of this report (which took us months to get from him) and doesn't want to take responsibility or take care of the issue. This is only one of many issues we have had with Sunset Flooring but is the main one we want fixed

  Business response

  07/10/2023

  In regard to a complaint #********) submitted against me by ****** ********, please be advised that Mr. ******** was told to purchase an all vinyl plank flooring and what he purchased was a hybrid plank flooring.  Upon delivery from the manufacturer that Mr. ******** purchased the flooring from, I and 2 other sub-contractors informed him that the flooring he purchased was not an all vinyl product. After being told that this was not all vinyl, Mr. ******** requested that we install the flooring anyway.  Mr. ******** was also informed that the moisture content of -30% needed to be obtained by effective dehumidification of his in-law apartment, which is where the flooring was installed. Additionally, Sunset Builders, Inc., has returned to the job on 2 separate occasions to remove baseboard to insure proper clearance for the floor lifting in certain areas.  After this attempt Sunset Builders contacted the manufacturer to discuss this issue and they sent a flooring specialist to consult with both parties to address the problem.  We stated to Mr. ******** at that time that the basement was still not at -30% moisture content, to which Mr. ******** replied that too much humidity was not the issue and that since he was a quality control specialist for a large manufacturer, his opinion was that the milling of this product was too tight, which he felt was the cause of the issues.  The inspector that looked at the floor stated that the reason that the floor was lifting was due to the island being placed on the vinyl flooring and that the chipping of the product was due to improper installation which is totally incorrect since we installed the flooring as per the manufacturer’s instructions and watched their video illustrating the correct installation process. Additionally, we returned to the job again during the winter months when the heat was on and the humidity was below -30% and the floor had settled itself to the satisfaction of Mr. ********. We also re-installed sections of baseboard that we had initially removed at this time.  I asked Mr. ******** at this point if he wanted to replace the flooring and he replied that he did not want to have it removed and replaced.  Sunset Builders, Inc., has 3 sub-contractors who can verify all of this information .  
  
  Unfortunately, the time that it took to resolve this issue took several months to coordinate since we were in the middle of various other jobs and also had to wait until the moisture content was where is needed to be due to the moisture content being correct. 
  
  I want to make sure you understand that Mr. ******** picked out that flooring despite our recommendations against it.
  
  Thank you,
  
  Rick M*****, Sunset Builders, Inc.

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