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:01/07/2025

  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 hired this terrible company to install a whirlpool bathtub and wood flooring throughout 60% of my downstairs home. After seeing how unskilled, incompetent, and unprofessional Sammer and its subcontractors are, I took the whirlpool bathtub installation from them to make the job easy for them. I asked them to focus only on the wood flooring. The wood flooring they installed created a tripping hazard through the house, which could potentially cause someone to be seriously injured.Instead of taking measurements before starting, it was only after they started installing the wood flooring that they realized they could no longer open and close the doors that intersected with the newly installed wood flooring. Did you hear that?Instead of recommending the correct wood to fit the existing infrastructure, they tried to make the existing infrastructure fit the newly installed wood. To do this, they removed all the doors where the newly installed wood existed. After they declared themselves finished, with no final walkthrough and far beyond the promised completion date, I could not open and close any doors. In some parts of the house, the wood flooring shifted because the nails used were not long enough.The doors were left off the hinges sitting against the walls. The quality of the baseboards was so poor that they appeared to have been installed by a group of nine-year-old third-grade students; the baseboards were not secured to the walls.During the project, with no Sammer supervisor available, the non-English-speaking workers violently fought over a paintbrush, so I had to act as a site ******* to referee the fight and send them home for the day as if they were children. Sammer does not supervise workers who are incredibly unskilled, unprofessional, and incompetent. Sammer does not know nor manage the people they send to your home. Sammer wood flooring workers were Spanish-speaking, and Sammer refused to take responsibility for any of these facts.

  Business Response

  Date: 01/10/2025

  Mr. ******** unfortunately didn't count on two things:

  1) We document everything

  2) He purposely leaves out crucial information that will incriminate him.

  He likes to use terms like "incompetent" and such but the uploaded pictures of the completed work belie his outbursts.

  He claims the wood flooring we installed created a "tripping hazard".

  This is actually very amusing since ******* himself selected the wood. Yes - he requested we buy the wood and install it, which we did. Secondly, as the pictures show, it was installed correctly, thoroughly and finished with matching transition pieces. Solid wood is thicker and sits higher than glue down engineered wood but as we said - Mr. ******** sent us the exact product he wanted. We also advised him prior to installation it is going to sit higher and we would need to install it over plywood to which, he agreed. Since he claims he was there the whole time, if he saw it was "a tripping hazard" he would have stopped us. But he didn't - he let us finish, all while clicking/snapping his fingers at our workers, then he refused to pay his balance of over $7,000.00, and threatened to call the police if we came back to the house for a final walk through (which he complained we didnt do).

  He claimed "they realized they could no longer open and close the doors" after we installed the wood. Another exhibit of Mr. ********* zero understanding of how flooring and construction work. We actually account for this prior to the job starting and had the workers lined up. We removed the doors, planed them and we didn't get a chance to reinstall two doors because he wouldn't let us back inside and also, refused to pay his bill.

  "The doors were left off the hinges sitting against the walls."

  If he let us inside the house to do them and paid his bill, this wouldn't be an issue. But he insists we don't return under threat of calling the police on us, then complains about his doors that he hasn't paid for not being installed. 
  
  We liened his property as a result and we fully intend on foreclosing the lien. Tick, **** *******.
  

  "Far beyond the completion date" - he told us at the initial visit it had to be done before December 1st - then halfway through the job, he changed it to Nov 24. This is the type of person Mr. ******** is - he grasps at straws to try and find any perceived fault to get out of paying his bill.  If you are a contractor reading this, don't do any work for him. He will make up sensationalized stories to get out of paying.

  The baseboards are all installed correctly. The wood was installed correctly. As was the carpet. ******* just doesn't want to pay - end of story. Look at his requested resolution - a refund! This just proves our point - he was always wanting to get things done for free and when he was notified his property was about to be liened, he responded with:

   "OK ????????"

  It should also be mentioned if those are the only two photos he could come up with after claiming we did everything wrong, I'm afraid it only refutes his own premise.

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because: I looked up the definitions of a Pathological liar and Paranoid Schizophrenic, and they match Sammer in great detail.  Please continue to read as I show evidence that Sammer matches this description.
  
  First, Sammer says, "If I saw that his flooring installation was creating a tripping hazard, why didn't I stop them?" I did not stop them!  His subcontractors came to me before they began the installation and advised me that the installation of this flooring was incompatible with the house itself.His subcontractors advised me in Spanish that the installation of this flooring would create a danger to children, the elderly, and crippled and/or incapacitated visitors. I immediately stopped the installation and sent text messages to Sammer advising him of what the subcontractors told me. Sammers' Project Manager (*******) said that they understood the situation and promised me they would eliminate the tripping hazard. I asked if I should select another type of wood,and he said the wood I chose was fine. ******* added that the warranty would be void if I advised the workers to do something different. Based on this, I agreed to allow them to finish. The Sammer representative (*******) was telling me a colossal lie.  This is all predatory fraud and a confidence game.  Please see Exhibit A.
  
  The second lie Sammer told the BBB was that I prevented him from performing a final walk-through after the work was declared completed.  This is another colossal lie.
  When Sammer worked on my house, it was completely vacant,and they had the code to enter and exit my house freely and at all hours of the day. Sammer sent me an email declaring he was finished.  I replied to his email confirming that he was finished, and he confirmed that he was finished.  Not only has he declared the house finished in this email, but he is also requesting final payment. Indeed, he would not request final payment without doing a final walk-through and ensuring the job was completed.  At no time did he say he needed to conduct a final walkthrough. But he did not need to tell me he needed to conduct a final walkthrough. He had the code for the house. There was no appointment required. He could have conducted a final walkthrough anytime he wanted to do so. There was no need to request or announce it. Please see Exhibit B.
  
  Once he declared the house finished, and I came to the opinion that they were a group of criminals, I told him to take all his tools and never return to my house again for any reason, and if he did, I would consider it trespassing and call the police. But that was well after he declared the project completed.These people are the scum of the earth. They are liars! They are racketeers and fraudsters!  They should be in jail! This is not a legal opinion; this is my personal opinion, and I am entitled to my personal opinion. I want to protect Texas homeowners.  Please dont believe me; read the other complaints against these people on the Better Business Bureau (BBB) website.

  Customer Answer

  Date: 01/15/2025

  In the second sentence of the reply I said, "I did not stop them! ".  I meant to say, "I DID stop them!"

  Business Response

  Date: 01/16/2025

  As you can see, ******* has a clear anger issue and doesn't know how to objectively respond other than verbally abuse others. Imagine what it was like working with him.

  His response and pictures he presented actually reaffirms our earlier statements.

  He shows text messages from our office telling him we are going to install transitions. This is what he doesn't understand. When a floor is lower or higher than a connecting one, it has a transition. This has been a standard in all residential and commercial flooring for over 75 years. 

  He requested we buy and install a 3/4" solid hardwood. Consult the National Wood Flooring Association's (OR ANY legitimate Flooring ************************** recommended installation for this product and it states to install it over 3/4" or 5/8" plywood subfloor by way of nailing it down. This is exactly what we did. Then we finished it with a transition - again, the recommended way to finish a floor like this. That's why they make transitions in the first place.

  100% utter nonsense our workers who have installed these thousands of times before over decades told him it was going to "create a danger to children, the elderly and crippled and/or incapacitated visitors". In over 22 years in this industry, we haven't had a single customer complain that a solid hardwood transtion posed a hazard. His staircase poses a greater danger to those categories than a standard transition.

  Every single statement he received from our office was performed as promised.

  His statement he didn't prevent us from doing a final walk through is quite amusing considering he furnished an email telling us to keep away from his home or he would call the police. The terms and conditions he agreed to stipulated payment cannot be witheld for walk throughs, punch list items, etc. So he's incriminated himself on both fronts.

  Calling us "criminals, liars, racketeers, fraudsters and scum of the earth" doesn't refute the fact every single item on the work order has been completed in full. ******* got his downstairs in ********, carpet in his master closet and new basbeoards everywhere. He can't deny this. We could have walked off mid project given his juvenile behavior but we held up our end of the deal. And he refused to pay over $7,000.00.

  So we suggest those very colorful terms he used to describe us suit him very nicely given the fact he let us finish the work, kicked us off the proprty once it was done, then refused payment. 

  He accepted the project as complete and as the email he sent us showed, he outrightly told us not to return. To claim we could have done a final walk through in those few minutes between emails is absurd. Finally, "criminals, liars, racketeers and fraudsters" are normally the ones who get sued, which is what happened to him. He was served papers, a lien was placed on his property and he was reported to the credit bureus. 

  He can deny, cry and ****** himself all he likes, he made sure to let us finish the job so he could get free services then refused to pay his bill. That's who ******* Durell ******** is.

  
  

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   As with all the BBB complaints filed against this group, It is pointless to continue talking to such a person.  We will wait to see what a Judge and Jury says and take it from there. 

  *******

   

   

  Customer Answer

  Date: 01/16/2025

  By the way, there has been no lien placed on my property and the credit bureaus called me and after I showed them the videos and other evidence they refused to report anything to the credit bureaus until the outcome of the court case.

  The amount of money Sammer owes me far outweighs the price of the total project.  I just want the Public to know NOT TO USE THIS BOGUS COMPANY FOR ANY WORK ON THIER HOME.

  *******

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 hired this company to install a walk in shower in the master bathroom, tile a shower / bath in the guest bathroom, install tile on fireplace and redo stairs. We signed a contract in January and they started the jobs in early March. We were promised a dedicated project manager who would oversee the project and would be our point of contact. Perform quality control and do a final walk through to insure we were satisfied. We were at first provided a new hire ****** who didn't do anything we discussed. Then after a week she was terminated. No new project manager was provided.We then worked with ******* who stated she was a scheduler. She was very good but then left the company.Then was contacted by her replacement ***. Who stated she would make sure we were happy with everything. But has stopped responding to our repeated outreach regarding the issues with the projects.We started living in the property in May. After the shower was completed we noticed sever issues with quality and brought those concerns up to *******. Who stopped responding and later found out that she had left the company. Then started over with ***. Issues:Tile cuts, rough and chipped: not scoring edges Chipped and damaged tile installed Section with missing grout Everytime we use the showers/bath grout washes away.Bad ******** edges Damaged ******** Glue ****** on tile I am worried since the grout is falling out that there could be additional water damage and tile damage.The tile ***************** was sent out several times and said he would fix the issues. He never did. He kept making excuses and honestly lacked the necessary skills to perform the level of work we were promised. After, the first tile work I requested a different tile guy but my request was rejected. I have also asked several times to have someone other than ***** be sent who can actually fix the work. Everytime he comes out he makes a mess and causes me additional work.

  Business Response

  Date: 07/22/2024

  All of the issues raised by the client have been promptly addressed and are currently finishing out the last minor piece of the repair in the next day or two.

  The client was contacted the same day and workers were sent out the very next day. 

  We have and will continue to work with the client to rectify any outstanding issues.

   

   

  Customer Answer

  Date: 07/29/2024

  I have reviewed the business response and accept this resolution. 

  Still having the same issue with grout but apparently this is the best the company can do. I am highly disappointed I selected this company to do the jobs. No pride in their work, nor will the company take responsibility.

• Initial Complaint

  Date:05/23/2024

  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.

  This company completed work for us in January 2024. By the first of February, the wood installed was cupping due to incorrect installation. We contacted them February 14 2024 to address the issue and begin working on a solution, as the issue is not only incorrect, it is a tripping hazard. They claim to be working on communicating with the glue company, etc, but have dodged my phone calls and emails for months. It is now the end of May, 4 months since they were originally notified and I continue to receive the same vague responses and lack of any type of action or accountability. Thousands of dollars given to them and now a huge headache not to mention a daily tripping hazard for me and my husband. I would like to make sure anyone interested in hiring this company consider a different company, to save yourself a similar experience.

  Business Response

  Date: 05/30/2024

  After examining and testing the floor on 5/29/24 at 1:00pm with our installers, project manager and representative of the adhesive used, it was determined the cause of the floor cupping was an extraordinary amount of moisture in the sub floor. One board was removed and it was wet with water meaning, the sub floor moisture was exceedingly high. This was not the case prior to installation when we tested it.

   This was not an installation related problem but very likely some type of slab/pool leak the client is yet to determine. Introduction of a water source that exceeds 80% RH (relative humidity) will buckle any wood flooring product.

  Regrettably the process took much longer than anticipated but we will most certainly make any necessary repairs and are currently working with the client on a game plan to give them relief.
  
  

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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.

  Build walk in shower in the bath which was already demolished and prepared by provinding the space ready for install. Work started: 09/17/2022 Work completed: 11/23/2022 Originally agreed for total of $4,737.49 that included installation of a clear glass but later hiked up the price of glass from $1,362.49 to $2,172.51 There is one aditional upgrade I picked which is $240 but he is over charging me for $600. I agreed to pay the $600 to avoid more delays and that I can handle the overpricing later. From the time they started work, it was just much stress to me the owner due to their inability to do it right. Their work was unprofessional and well below standards/specs. They hire some unqualified professionals from the market and send them. So many different installers walked into my home .. each doing thing incorrectly / unprofessionally / not-according-to-standards. The tiles need a thinset coverage of atleaset 90%, but they put up tiles without putting thinset on wall and resulting in the tile-wall contact of as little as 40% or less - noticed when the installer pulled out individual tiles many times after he installed it wrong!! They dont know how to build baths the right way. They broke a piece of my wall, ripped out base board during install which I fixed myself as depending on them to fix it is much more stressful. The glass company ***** ******* took measurements and then came home twice with wrong size glass and had to come back a third time with the correct size to finish the job!!! Advice : You want piece of mind and happiness from upgrading your bath, avoid these people and get someone else! They took much longer than necessary to complete the job un-professionally and now Sammer threatens me of late payment fees if I dont pay him right away!

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/11/30) */ Contact Name and Title: Sammer ***** Contact Phone: XXXXXXXXXX Contact Email: ******@flooringbysammer.com "Work started: 09/17/2022 Work completed: 11/23/2022" The customer failed to mention the delays were primarily because of him. He refused to honor the contract terms of "pay as you go" by paying for the completed tile work prior to the glass being ordered. So the project sat dormant until he made payment arrangements. He also delayed the glass by sending back perfectly good units. "Originally agreed for total of $4,737.49 that included installation of a clear glass but later hiked up the price of glass from $1,362.49 to $2,172.51 There is one additional upgrade I picked which is $240 but he is over charging me for $600. I agreed to pay the $600 to avoid more delays and that I can handle the overpricing later. " The customer is literally making this up. Just yesterday, he raised this very same objection with me and I responded by sending him a screenshot (attached) of his own text message ASKING FOR THE ADD ONS. I rest my case. His claim he "wanted to avoid more delays" is highly odd considering the project was completed well before he made his final payment on 11/28/22! "From the time they started work, it was just much stress to me the owner due to their inability to do it right. Their work was unprofessional and well below standards/specs. They hire some unqualified professionals from the market and send them. So many different installers walked into my home .. each doing thing incorrectly / unprofessionally / not-according-to-standards. The tiles need a thinset coverage of atleaset 90%, but they put up tiles without putting thinset on wall and resulting in the tile-wall contact of as little as 40% or less - noticed when the installer pulled out individual tiles many times after he installed it wrong!! They dont know how to build baths the right way. They broke a piece of my wall, ripped out base board during install which I fixed myself as depending on them to fix it is much more stressful." You see my point? He thinks he knows better than those he hired. I offered him THREE TIMES to redo the entire shower exactly the way he wanted it and he refused each time; instead asking for a discount. I ended up giving him one and told him his antics were just about getting more discounts because I have recognized this type of behavior in the past. "The glass company ***** ******* took measurements and then came home twice with wrong size glass and had to come back a third time with the correct size to finish the job!!!" He tried telling my shower glass team how to do their job as well. In fact, he kept telling everyone he could do all of this himself. He sent back two perfectly good glass units because in his very limited understanding of how glass works, he thought they weren't cut right; which they were. It's unfortunate he has resorted to these tactics when those who have been in the glass industry for over two decades repeatedly stated theres nothing wrong with the glass. Overall, this individual willfully creates drama so he can use it as a platform to ask for discounts. I told him this exact thing the second week of the project. In fact, he states he wants yet ANOTHER DISCOUNT to "resolve this matter". How is a discount going to fix the allegedly poor job? People who sincerely feel something isn't right ask for it to be fixed, not ask for discounts. If he was genuinely concerned, then he would have taken up our numerous offers to completely rebuild everything for him at no charge. He is certainly not getting any more discounts; which really, what this "complaint" is all about. There is nothing more to talk about with this client, thee job is done, signed off on by the customer and paid for. Move on. Consumer Response /* (3000, 7, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tiles need to have 90% coverage, but his crew installed with as little as 50% or less coverage! They installed the tile on the wall first and then tried to push the shower base floor mosaics under the wall tile !! The glass company he chose came home with in-correct glass size inspite of taking measurements! A glass company will never agree to go back without installing and come back again if the glass were right the first time!! All the crew he sends for the work are un-qualified! Its just sad that the tile work does not need any certification & there is no way to check the installers ability! He is placing the blame on me! The work he completed will not last!! The lifetime of shower will be much less that it should! I asked discount because his work is full of problems & the shower will not last! The shower has to be re-done in a few years !! Trust hime to upgrade your bath and he will take away your peace of mind!! Contracts need to have end-dates !! He is just throwing the blame on me for all the delay caused due to his un-professional crew !! Business Response /* (4000, 9, 2022/12/06) */ Was the customer offered a complete rebuild of the entire shower at least 3 times? YES. Did the client accept the offer? NO. Was the client already given a $500 discount together with free installation of his grab bar? YES Does the lifetime no leak guarantee still apply to his shower despite his objections? YES. He can complain all he like. The fact of the matter is; he's just wanting further discounts even though every single remedy offered to him was declined. There is nothing more to say on this matter. Consumer Response /* (4200, 11, 2022/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1 Why did I reject the offer to rebuild(just once not thrice!!)? A Because he will leave more damage on my home (studs, floor,..). B Highly unlikely to do it right the second time they are unqualified & incapable of doing it right the first time. C I figured that may be he can do floors but not baths!! D I just cant have him and his unqualifed installers inside my home for an extended period of time - his poor quality work was already rough on me. 2 Why was the $500 discount offered? Too much much tile wasted! There will always be tile waste but they wasted in excess due to wrong cuts and repeated mounting & removal - unqualified workmanship! 3 Lifetime no leak guarantee? They put the tile on the wall first and then tried to push the mosiac under the (wall) tile!! !! !! I will never know about the leaks & water damage behind the wall unless until unless my walls fall down! Is he gonna send a qualfied person in the future to fix his bad job? Questionable!! Tile jobs have to be done right! Done right the first time - unlike a yard job where things can be re-done or adjusted later! Business Response /* (4000, 13, 2022/12/15) */ And HOW exactly is a discount going to fix something? See, this is exactly what he had planned all along. To be a constant nuisance to everyone, complain non stop about everything and then demand a discount even though he knows full well the workmanship is satisfactory and will not leak/come off the walls. NOTHING will satisfy this individual unless he gets something for free. He tried this tactic throughout the entire project going as far as to tell us and the glass installers how to do our work because he watched some ******* videos. We have done THOUSANDS of showers and never had to deal with a client this neurotic before. If he really believed what he said about us not being able to do the job right, he would have terminated the contact and found someone else. It was ONLY because we accommodated his incessant demands that he was emboldened to continue his quest - not knowing we knew exactly what he was doing the entire time. He got his shower and his discount - he is not getting anymore.

• Initial Complaint

  Date:05/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had my bathroom remodeled recently. After the job was done. maybe 3 weeks later I got tired of my mascara running off the sink every morning and used my level to find the floating sink was no where near level, also the shower insert was so uneven that my shampoo could only stand one place otherwise it would fall on my feet, and there were chips several places on my tiles. The Problem is with the vanity, it was so out of level, and the plumber that the contractor used only placed a shim under the front of the sink to level the sink, and then a shim was nailed on to the side of the floating vanity to hide the 1/4 inch gab created after the shim was placed. I wanted to have the vanity leveled, not the sink. The sink is only supposed to rest on top of the vanity, but now the contractor tells me that the vanity was installed using the manufacturer instructions, so all the contractor will do is replace the sink because the plumber, when placing the shim, made two chips in the porcelain sink. Through out the entire process errors have happened. The contractor had me place paper on the walls denoting were everything went, including lamps, sink, shelves, and one electric outlet. He never came and checked anything. I had to call and tell him when things were not in the correct place or not level. I took so many pictures and still have them and good I did, because I could prove I had showed were items should go, so the electrician had to move the outlet after I proved that he had not placed it where my paper cut out showed it should be. Because This process was so long the tiles for my shower insert and the backsplash over the sink went out of stock, so when the plumber placed the shim he broke the short end wall of tiles and they had to be replaced with other not matching tiles. I am just so bummed out. I have never tried to do anything like this ,this was a gift for myself and now $20,000 later I just feel dumb and helpless.

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/05/06) */ Contact Name and Title: Sammer H**** Contact Phone: XXXXXXXXXX Contact Email: asammerh****@yahoo.com Customer claims "I had my bathroom remodeled recently. After the job was done..." It's important to note she acknowledges the job was done. She then strangely concludes: " $20,000 later I just feel dumb and helpless" Why would one feel this if their project was done? Perhaps shedding some light on this project may contextualize this complaint. Firstly, it's important to note that every single complaint or request, irrespective of how minor, was quickly addressed to her satisfaction. Sometimes we agreed to her additional requests on the fly that were not on the work order and we did it gladly since it helped move the project along. So it makes little sense why we would refuse to fix something. By her own written admission via text, "I'm probably the only one who is anal enough to see that" (referring to a wall sconce being 1/2" off). The customer is essentially filing a complaint because despite her having a stunning new bathroom, a floating vanity that she purchased, isn't sitting perfectly level. I and others explained to her numerous times that the wood frame and countertop she bought aren't made for one another. In other words, the countertop she purchased is not designed for a floating vanity, but a floor based cabinet. The solid porcelain countertop and sink are too heavy for the lightweight wood frame to support the weight in a perfectly level set up. We could not "level the cabinet" since it was screwed directly into the wall! So we informed her we could try to somewhat level the counter as best we could (which we did). Despite this, we got it to sit reasonably well (see pic). On 4/22/22, I explained via email that we will try to get it more level but given the circumstances with its construction, (and knowing her pickiness), that we could not guarantee to get it exactly level. She openly acknowledged this before any more attempts were made. Nevertheless, a worker was sent to see if they could remedy it and returned the exact same assessment: Detecting her demands, they stated given the way this unit is constructed, trying to fix this is going to create a whole host of other issues that she won't be happy with. So the decision was made to leave it. The chips in the sink were also not noticed until many weeks after the job was done. Once we finish a project, the client owns it. She had WEEKS to draw this to our attention. Additionally, she has zero proof it was any of our crew yet I still offered her a new countertop replacement as a goodwill gesture. Demanding a whole new unit is unreasonable and won't happen on my watch particularly since we told her many times this combo is why it's not level. I feel we did our job exceptionally well and then some (We informed her of a major leak under her sewer line while doing unrelated work and repaired it for her) Every other item she listed in her complaint has been satisfactorily addressed and her written confirmation affirms this. And yes, I had her clearly mark on the walls where she wanted everything because I have been doing this for over 20 years and I can detect a very picky customer in seconds. I walked through the job with her at conclusion and she expressed delight at everything, only to return many weeks later with items she wanted addressed - and they were. I'm still willing to replace the minor chip in the sink with a whole new countertop for her but if she wants this unit to be perfectly level, I suggest she buys a unit of better quality where the two components are designed to work together. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sammer Hankin is correct that I made a lot of changes, but I was also charged for every single one and have paid for all. I have called several plumbers and found none of them will install a floating vanity. The plumbers all refer me to a handyman. I then contacted a handyman who informed me that to install a floating vanity he may have to "float" the wall or make corrections in the wall and install new sheetrock to ensure the vanity will be level on all sides and most importantly attach the brackets to studs in the wall. If no handyman was available to install the vanity correctly, I should have been informed and if it would incur extra cost to have both a handyman and a plumber work on the project, I should also have been informed that it would cost more. I had to do all this research after the fact, so now I know what the contractor should have known from the beginning. My backsplash tiles broke on the end wall when the plumber came to level the sink with a shimmy and I only had 3 X 6-inch tile left, I have since been able to get the same 6 X 6-inch tiles as I have in the shower insert. If I can get assurance from the contractor that the plumber installed the vanity brackets directly in the studs, then I will be willing to compromise by having new backsplash installed and keeping the vanity and chipped sink as is. Will this work? Business Response /* (4000, 9, 2022/05/17) */ Vanity brackets were screwed directly into the studs yes. Willing to install backsplash tile for customer. Consumer Response /* (2000, 11, 2022/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I will accept the offer from Flooring by Sammer to install new backsplash. Thank you. I already have the tile so whenever Mr. Hankin's schedule allows for the re-tiling of the backsplash I am ready.