Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my bathroom remodeled by this business in January 2024. It’s not a big deal but I’ve contacted them every week for months about my toilet paper holder not staying on. I can’t do it, my husband can’t do it I’ve had a neighbor put it back on & it falls back off. I paid them $35,000. up front because that’s the only way they do it. I asked what if I have a problem, I was told they would come out & fix it. Here it is October & my tp sits on the counter because the holder doesn’t work.

  Business response

  11/11/2024

  Last week we installed a brand-new toilet paper holder in Mrs. *********'s bathroom.  The one that she had in the home was faulty and not staying on the wall properly.  We ordered a replacement toilet paper holder and installed it.  I just spoke to Mrs. ********* (11/11/24) and she said that the issue has been resolved and the new one is performing properly.

   

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired this company to install a floating luxury vinyl floor. 2/23/23: Carpet was removed in sections & installation was initiated without a full assessment of the subfloor. After installers left, several areas with significant plank deflection & squeaking were noted, including the entryway. I called the salesman who sent an inspector. Inspector confirmed my concerns that the floor could fail as the flatness of the subfloor is not within manufacturer’s specs. I requested corrections. The company needed to order more product. 4/5/23:The installer returned, but only attempted to correct the entryway stating his contract for installation only included basic floor prep & he wasn’t getting paid for repair work. I was promised that ALL issues would be addressed. The repair didn’t correct the entryway & made other areas worse. 4/6/23: I called Dave P. who sent a second inspector & the installer on 4/20/23. This inspector confirmed the installation needed to be corrected. 4/28/23:Dave & Ebenezer came out to assess. They assured me that their best installer would correct the issues as soon as they could get him scheduled. We then learned the manufacturer discontinued the product. I asked for a correction ASAP as the product’s supply that may be needed for repair is now limited. 5/23/23:Dave texted me to schedule a repair date after Memorial Day. I stated I would be out of town until June 20. He didn’t respond. I tried to contact him via text & cell phone on June 16, 20, 22 and 23. I called the company on 6/23/23 and left a message requesting Dave call me. He hasn’t responded. Four company experts confirmed the installation was not properly performed, yet they have no sense of urgency to correct it. Also, I received conflicting stories on the actions needed to correct it. I was required to pay the full balance before installation and am left with an unacceptable floor that doesn’t meet manufacturer's warranty criteria due to poor installation. I want a full refund.

  Business response

  06/30/2023

  During the walkthrough it was mentioned that we can take up the floor and correct issues with the subfloor.  Rochester Flooring Kitchen and Bath is still willing to correct the issue and reinstall the flooring.  We have reviewed the schedule of the perfered installer and would like to schedule the work the week of July 10th -14th.  Please confirm what day that week will work with the customer, and we will be happy to correct the issues that were reviewed during the walk through. 

  Customer response

  06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********.  I am willing to explore this option to see if the issues could be satisfactorily resolved.  I have scheduled a call with the business to discuss this further on July 5.  Regards, ***** *******

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had rochester flooring and kitchen replaced our living room, hallway and kitchen flooring 02/07/22 in the agreement they were to rip out existing hardware flooring in kitchen area & remove carpet and prep flooring after ripping out. We have had problems with the new flooring separating at seams in the kitchen where the old hardwood flooring was removed. I've called about problem, they did have a worker come out redo the vinyl flooring in the kitchen area again that tech thought the original flooring was put in too tight causing it to buckle and separate in seams. Another personal came out and took pictures of the flooring because Again in a different section the flooring is separating between the seams. This time Rochester Flooring had ************ Flooring inspection come out look at the floor on 04/06/23 and determined it has problems. We've been trying to get it repaired. I've been calling and talking with them the following dates, 02/20/23, 03/15,03/22. 03/31, 04.04, and 05/05/23. I've been told they were waiting for the product manufacturing to check out the flooring to make sure its not a defect in the material, I've talked with Robin was told me the manufacture company didn't have a problem with the material. I've been told they couldn't find anything wrong. and recently my husband called talked with Robin was told that the ************ Flooring inspection did find the flooring was uneven and other issues. All we want is to have the flooring fixed properly. When the flooring was put in the workers would start and then leave the work to go work on a different Business. Making us feel the flooring prep was never done correctly because they were rushing to finish another job. After ripping out the hardwood floor, screws, staples, nails were sticking up and the flooring needed to be prep before installing the new flooring. We used this company because they have been in business for years and had flooring experience. Now we have to wait for owner to decide.

  Business response

  05/22/2023

  I spoke to the Vendor this morning. They have approved replacement of the floor. Please have the customer contact Robin in my service department to schedule the replacement. Thank You. Albert Pelusio Jr.

  Customer response

  05/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I talked with Robin this morning her proposal is to replace the flooring and prep properly and they are ordering the replacement flooring and leveling it correctly. We are satisfied with that solution to the problem.  Regards,  ****** *******  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On February 22; 2022 we signed a contract with Rochester Flooring Kitchen and bath for $42,500 to remove our kitchen cabinets, install a built in microwave and install new kitchen cabinets, countertops and backsplash tile. To date we have paid them $41,900 with a remaining balance of $600 upon completion of the job with 100% satisfaction. The job began on May 31, 2022. It is still not completed. The entire project has been a fiasco. Workers were sent out to do jobs that they were not trained in. We were never given a schedule of who was coming when to complete work. Sometimes no one showed up for days and my husband literally could not leave the house for fear that a worker would arrive and he would not be there to let him in. Several times people showed up without warning. Both my husband and I sent numerous emails and texts to Ebenezer to try and get the work scheduled and completed. Owner, Albert, instructed us to call him if we had any questions or concerns. When we attempted to call him, he would not answer and his phone would not accept messages. We have documented texts and emails to Ebenezer and the salesperson asking for resolution to various issues with the kitchen. The last straw for us was yesterday July, 20. We had several outstanding items that needed completion. A worker came who could not fix several of the items. He fixed what he could and asked me to sign a document saying the kitchen was completed and I was 100% satisfied. I did not sign it. I again sent emails and texts including pictures of the problems. I asked Ebenezer when he would be out to inspect the job and resolve the problems. He has not responded with a date. Neither has the salesperson. My husband and I feel ripped off by this company and we want our kitchen completed immediately to our 100% satisfaction as they promised.

  Business response

  08/02/2022

  We are waiting on some replacement parts. As soon as they come in will schedule to return to aligned the cabinet doors ,put the last piece of scribe up at the bottom of the island ( that is the piece we are waiting for the factory to ship) A touch up kit is also on back order. As soon as everything is in will schedule.  

  Customer response

  08/03/2022

  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, details of the offer I reviewed appear below.  Regards, ***** A **********The supervisor did come to my home today, 8/3/22 and aligned some cupboard doors and finished trim work. Three cupboard doors needed to be reordered and the backsplash needs to be grouted. I want to keep this complaint open until all of the work is completed.

*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. ↩