ComplaintsforValley Restoration, LLC

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 11/2020, our septic pipes collapsed, causing everything to back up into our lower level. This incident caused extensive damage. In 02/2021 or 03/2021, Valley Restoration did the repairs to the damaged lower level. A few months after completing the work, the luxury vinyl tiles installed by Valley Restoration began buckling and coming apart. Valley Restoration was contacted and rather than one of the owners coming out to our home to take a look at the flooring, the sub-contractor, ****, who installed the flooring, was sent out to our home. We never received another call from the sub-contractor, so after a while, we contacted David Clark from Valley Restoration. David Clark said **** felt it was a manufacturing defect with the flooring. David Clark said he would be contacting ****** and try to get some answers about the flooring. After waiting for quite some time to hear from David Clark again, I called him in 11/2021 and left a message for David, stating I wanted my floor fixed and in that message, I asked how would his wife like it if her home was left in that state of disrepair. David called back yelling and screaming at me, stating he wasn't going to be coming out to my house. I became upset and started yelling back. Now here we are, approx 1 year later, and my flooring is still not fixed. The flooring left in its current state is dangerous. My wife tripped on the buckled flooring not long ago, causing a cut on her foot. My wife has lymphedema, and a cut to her feet can cause serious issues, such as cellulitis, etc. After no contact from Mr. Clark since 11/2021, my wife called him on 02/11/22 and asked what's going to be done about our floor. Mr. Clark sent me an email today, 02/14/22, stating Valley Restoration would pay for labor, but that he would not be paying for the flooring. He also attached a letter from the flooring manufacturer, stating there was no defect or problem with the luxury vinyl tiles. So in my opinion, this is an installation error.

  

  Business response

  02/15/2022

  In response to the allegations presented by Mr. *******, Valley Restoration responds accordingly. Our process includes obtaining material selections from the homeowner and the flooring installed was chosen by the ****** and we had no influence on their selection. The final invoice for the job was submitted on 3/22/2021 with final payment made on 4/9/21. On October 11, 2021, A project manager from Valley visited and obtained information in order to start our investigation. Upon having several discussions between the flooring installers and the PM, we felt that it was a material defect and started our claim with ******. After several discussions with ******, they provided the contact information, and a claim was formally submitted on 11/24/2021 and the original email is attached. It wasn't until 01/20/2022 until we heard back from the flooring manufacture. In addition to the statement indicated from the ******, the flooring manufacturer also indicated that the substrate or subfloor was "not within their flatness tolerance". Their report is attached as well. To clarify the statement that "I was screaming and yelling" is a false statement. When attempting to speak with Mr. *******, I was not allowed to speak and to say that Mr. ******* was completely belligerent is an understatement. I then spoke to Mrs. ******* and she indicated that he was speaking out of turn and referenced something about a home refinance that did not go as planned. So I believe the frustration of this outcome was directed towards Valley. I told Mr. ******* that this could be handled in a civil manner, and he was not hearing it and continued to be belligerent towards me. I at that time hung the phone up and called Mrs. ******* and indicated that I would no longer be speaking to Mr. ******* about the job and that's when she told me about the refinance not going as planned. In addition to this information, another restoration company reached out to me about the job and indicated the same type of treatment from Mr. ******* towards their company as well. In addition to the other restoration company reaching out to Valley, the insurance company did as well to obtain information about the job stating the same treatment from Mr. *******, denying his second claim on the flooring. So, all in all, Valley Restoration feels that by offering to refund the labor that was allowed by the insurance company to complete the flooring that was chosen by the *******' is a fair resolution to this issue. Why should Valley take full responsibility for the deficiencies that the ****** have with their substrate or subfloor?

  Customer response

  02/15/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We feel compelled to respond to Valley Restoration's remarks because the statements are not all accurate.I, ***** *******, did receive a call from David Clark of Valley Restorations just before Thanksgiving 2021. Mr. Clark was angry about a phone call between he and my husband. Mr. Clark called me, *****, and said, "Your husband is to never call me again! My mother doesn't speak to me like that, my wife doesn't speak to me like that, and I'm not going to let your husband speak to me like that!" Now mind you, Mr. Clark was loud and his voice had an angry tone while speaking to me, *****. I had to remind Mr. Clark that I was not the one who called him, and that he was projecting his anger on the wrong person. Now that I have that out of the way, I would like to say that my husband's attitude is not the issue here; the issue is flooring that was poorly installed.I, *****, never told Mr. Clark that my husband, ****, was speaking out of turn. That statement is completely false. I told Mr. Clark my husband could have been upset because an appraisal was done on our home and the appraiser asked my husband what happened to the floor. I told Mr. Clark that when his guy, ****, came over to look at the floor, he removed quite a bit of the baseboard. I told Mr. Clark that this could possibly cause our home to come back with a lower appraisal value. Mr. Clark advised me that he has dealt with property and he knows a little about home appraisals, and the baseboards being removed and the buckling floor would not have much bearing on the appraisal value. At the time of this conversation, the results of the appraisal had not come back yet because the appraiser had just been out to our home a few days before my conversation with Mr. Clark; so I have no idea where Mr. Clark got his information when he said I referenced something about a home refinance that did not go as planned. In the first place, I never once told Mr. Clark that we were getting our home refinanced. There are other reasons that an appraisal is done on a home. For instance, appraisals are done by the buyers when they contract to buy a home from the seller. And as I stated earlier, the appraiser hadn't even reported the final results of his appraisal at the time I spoke to Mr. Clark.When I, *****, told my brother about the buckling floor, he advised **** and me that when installing luxury vinyl tiles, leveling grout needs to be placed on the floor first if the floor is not level. My brother also said that any contractor should be checking that first before installing flooring, especially in older homes and in basements. Mr. Clark had ample time to tell us that our floor was not level and that luxury vinyl tile was not a good option. I doubt very seriously if Mr. Clark's employees checked to see if the floor was level before installing the tiles; . When I told Mr. Clark that I wanted luxury vinyl tiles, he never once said the tiles wouldn't work in our basement because the floor was not level. It may not be Valley Restoration's fault that our floors aren't level, but it's Valley Restoration's fault that their employees don't check to see if floors are level before installing another type of flooring. The issue here is that the Valley Restoration employees who installed the luxury vinyl tiles didn't bother checking to see if the floor was level. The fact that they thought there was a manufacturing defect with the flooring shows the employees never checked to see if the floor was level. Why is it that the flooring manufacturer had to tell Valley Restoration that from the pictures, it appears the floor was not level? If the flooring manufacturer could see that the floor was not level just from looking at pictures, why didn't Valley Restoration know this and see this when they actually saw the floors first hand? Aren't professionals such as Valley Restoration supposed to already know these things?Why should we, **** and *****, be responsible for paying for flooring a second time when poor installation and inability to determine if the basement floor was level, is what caused this issue? If we said we wanted a round window in a frame that was square, wouldn't Valley Restoration have told us that we could not use a round window in that square frame unless they modified the frame so the round window would fit? It is no different with the flooring. Contractors should be checking to see if the floor is level beforehand. That's called doing your homework and just using plain common sense. If the floor had deficiencies, then wasn't Valley Restoration supposed to see this when they came to do the job? What good contractor and floor installer wouldn't be inspecting to see if the floor was conducive for the type of flooring we chose? **** and ***** are not contractors or flooring experts. A good contractor would have said, "Your floors aren't level, so you can't use the luxury vinyl tile," or, "We're going to have to do some work to your floor before installing the luxury vinyl tile." Again, we feel Valley Restoration should take care of this issue because they did not check to see if the floor was level, which should have been protocol before installation of any flooring in any home. Regards, **** *******

  

  Business response

  02/16/2022

  With regards to Mr. & Mrs. ******* response, Valley Restoration LLC will be refunding the money the insurance company allowed for the flooring. No more, no less. Valley Restoration LLC provided value add savings with the flooring and additional items throughout the project so the ******* could have the different finish's they requested. I can confidently say that with well over a thousand satisfied customers, winning Platinum in the "Best Water Damage Restoration" and Gold in the "Best Home Restoration Company" from the Roanoker Magazine two years running, we have only had two situations like this including the *******. Additionally, Valley Restoration LLC is registered with numerous national insurance companies where we provide work on a continual basis. At the end of the day, the ******* will have to live with results of their actions. As far as your brother providing insight, unless he is a licensed contractor in the state of Virginia and is accredited with the Better Business Bureau, his opinion means nothing in the home remodeling business. Valley Restoration LLC deems this claim closed and requests no further contact in the matter. If harassment continues, we will have no choice but to take legal action. 

  Customer response

  02/17/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *******

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