Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I do not recommend Wagner's, they do not stand behind their work. Flooring subcontractor did a so-so installation job for luxury vinyl plank in my condo. After walking on the planks for a month, it's clear that some areas weren't leveled properly, and now the planks are making a clicking sound when walked on. Some trim was improperly affixed and has come loose. There are also some gaps from contraction, which is normal and need adjusting. But when informed of this, instead of standing behind the work, Wagner's came and decided this was not their problem, and went out of their way to blame me for moving around the planks and "sanding them down"! What the actual heck? The owners may be talented at carpentry but good luck if there are subcontractors involved or if you have issues with their work. I don't enjoy posting negative feedback, but I have tried on 5 occasions to get a response.

  Business Response

  Date: 06/12/2024

  To whom it may concern,
  We completed a job for Mr. ******** on 6/30/24 at this time the home was vacant. This job was contracted through a retailer that we work with. A complaint was filed and sent to us on 2/15/24, We went the residence to access the flooring concerns. The findings were that molding, and transition pieces had been knocked loose and the floor had been mistreated allowing damages and gapping of the seams. The installation warranty that the retailer holds denied Mr. ********'s request for repair due to the flooring seeming to be altered by him or the tenant currently residing in the home. We are willing to address Mr. ********'s issues for a repair fee, and we can reach out to coordinate.

  Customer Answer

  Date: 06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because Wagner's is refusing to honor their warranty against defects in installation.  I was present for the entire installation process.  The flooring was not modified after installation, and the trim pieces that have come loose are a result of improper installation (weak glue instead of screws or other methods).  The subcontractor did not do an adequate job leveling the subfloor in one location, resulting in "clicking" when stepping on one of the planks.  This is an improper installation, and Wagner's should stand behind the subcontractor just as they would their own work.

  What I am asking for: remedying the leveling problem in one small area where the clicking is happening, affixing the trim pieces properly, closing the gaps that have arisen at the ends of a couple of pieces.  I am not asking for replacement of planks where the installer did something (buffed?) the ends, resulting in discoloration (in the photos).  I witnessed this happen and it was not done after installation (how actually *could* that happen after installation?).

  I would even be satisfied if Wagner's agreed in writing to remedy (or have the installer/subcontractor remedy) these issues if the current resident moves out in the next 2 years so it can be done when the unit is vacant.

  Sincerely,
  
  **** ********