ComplaintsforPhilly Guys Renovations & Repairs

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The estimate & start of our Oct 2022 LVP installation project was great. He earned our trust while working with him & stood by his word ON the project & had great customer service. He promised if something wasn't right, he'd make it right. The estimate called for white molding but, he noticed in 6 locations, white wouldn't look good & suggested stained wood as an alternative & we agreed. We have 1 other similar project & already told him what we picked & began discussing it. I questioned if 1st floor needed sub-floor & was told no. 2 sections were uneven. One I pointed out before the baseboard & molding was installed. The other (along 1 wall) become obvious as were moved back furniture, though it was also obvious BEFORE the flooring was laid. A handyman came for something else & immediately noticed both & questioned why they were not leveled. 2 other close handyman friends, also said a sub-floor should have been installed. **** said floor was old & sub-floor wouldn't help that. The 2nd floor needed a sub-floor, so estimate was provided & sub-floor installed. A couple issues were uncovered & addressed & added to cost (as it should be). Nov 4, 2022, the last day we did a punch list. 1 item in particular, an end board not cut correctly, was pointed out BEFORE baseboard was installed. He used ***** to patch it & said if we weren't satisfied, he'd address it & any other issues as needed. Based on the trust built & keeping his word, we paid the balance in cash. Payments were via ***** & cash. Invoices attached which, by the way, That night, my wife came home & we checked & found 8 items to correct, including the *****. We emailed about the 8 items the next night & he replied easy fixes (see attached email w/ photos). After weeks, we reached out via phone/text/email. Crickets. We filed a complaint with ***** County Consumer Protection. They didn't get a reply either.

  Business response

  03/14/2023

  Since this is Philly Guys' first complaint, I am not sure on how to respond. I have nothing but five star reviews from every client that we have helped with either flooring or remodeling.  These reviews can be supplied to you if need be as well as pictures of the completed ****** job  showing the exquisite work that was done.  I do believe that ** and *** ****** never would have been happy.

  I'll start with the complaint in regards to the sub floor on the first floor.  On the original quote supplied to *** ****** the sub-floor preparation work was included in the price. ** ****** decided to do it himself to save money then changed his mind after the floor was already down but didn't want to rip up the old floor or should I say didn't want to pay to have the old floor ripped up.  The problem ** ****** caused when prepping the sub-flooring was that he decided to secure the subfloor with incorrect screws and nails that caused the floor to squeak in certain areas and become uneven in others. Philly Guys had to remove all the screws that ** ****** put in causing a delay in our production. There was no extra charge for this additional work.

  Complaint #2: There were at least three punch lists supplied to me by the ******'s and I do believe I would still be in that home if I did not walk away when I did.  The last punch list that I completed for ** ****** was approved by ** ******, that's why I left and considered the job completed.  This is the reason ** ****** paid me in full because the job was completed.

  I'm standing behind my reputation and my five star reviews as a contractor and I consider the ****** job complete and will not negotiate any price reductions or any extra work that the ******'s believe needs to be done.

  Please let me know if you would like me to send my reviews and or pictures of the completed ****** job

  Respectfully, 

  **** ****

  Philly Guys 

  Customer response

  03/30/2023

  The last message I saw from BBB was that the business had not responded to you & nothing else could be done.  I didn't see the note on March 14th that he did reply.  Please also note that we first contacted the business multiple times, via phone, text & email and only received an initial reply, which I included in my complaint,  That reply indicated simple fixes, and implied they'd be addressed.  I asked when that would occur, but no reply.   

  
  

  After over 1 month without a response, I filed a complaint with the County Consumer Protection.  The business didn't reply  to them & they suggested filing with the PA Attorney's Office Consumer Protection, which I did in January.  They also did not receive a reply.   Do you notice a pattern?

  
  

  It is true that Philly Guys went back removing the screws I added.  That does not address the fact that the 1st floor was NOT properly leveled prior to installed the LVP.  I provided **** with the attached photos showing an unlevel floor by my steps, before the LVP on the 1st floor was completed.  He insisted it would resolve itself once the baseboard & moulding was installed, which is done only after the LVPis completely installed on the 1st floor.

  
  

  He completed the last punch list noting 1 item (back door) was being patched by him & would be fine.  He also promised he'd come back to address it if it wasn't' to our satisfaction.  It looked horrible & we later noticed the same problem (not patched as I hadn't seen it while he was there) by the front door (photos included in original complaint).

  
  

  I had a family member come by with custom made shims, to level our hutch.  He came with a contractor that was working with him on another project and who also installed floors.   They pointed out that the floor was not even by the steps, nor along the wall where the hutch was being placed (which was it's location for 20+ years).

  
  

  On the 2nd floor bedroom, there was a bump I pointed out before an estimate was given.  During the project, they sanded it a little.  I asked it the plywood section needed to be removed & replaced but was told no & it would be fine.  There is still a bump.

  
  

  I had another flooring contractor come out. He said it should have been leveled properly prior to installing the LVP.  He's going to remove about 1/3 of the LVP by our steps and level it out. He's also going to level out the bump in the bedroom.  The estimate we received is $1,600.

  
  

  Lastly, I paid him in full as noted in my complaint, because **** built trust with us.  During the project, when he committed to do something he did it.  He said he guaranteed his work & promised to address anything if needed.  Based on both his guarantee and his word, I paid in full. 

  
  

  Sincerely,

   

  ***** ** ******

  Southampton, PA  *****

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