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:03/25/2024

  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.

  The business committed to providing my household with new floors. We had discussed it would be done before fall of 2023 (after waiting 5 months). We had agreed upon $15,000 for finish work, tear out and install. We agreed half up front and half when finished. He came to house demanding he wanted his second half of payment after about 6 months of showing up once a week for an hour IF THAT. He said he would not be able to return NOR afford to buy what was needed for the finish work if he didnt have the second portion. (*****) He muscled the second check out of grandmother who cant even speak for herself and has not shown up since. (42 days ago) he is refusing to return to finish the work and is also refusing to return any of the second check so that we can find someone who will. I have all the evidence in the world of him pushing us off day after day after day. We have payed him $2000 more than he quoted us. The work is not finished. He had misplaced 600 sq. Feet of flooring and had us re buy the entire 600 sq. Ft. Assuring us we would be repayed because it was his mistake that it had been misplaced. He has now made out with almost $20,000 and it expecting more to finish. We do not have that. We agreed upon $15,000. I have it in paper. This has been an awful interaction with this person. He has taken a year now and were still sitting here with floors that are peeling up because they arent sealed down. :( Being racist and saying disgusting things in front of my 3 year old daughter. The list of unprofessionalism goes on and on and on with this company. He got his side of what was owed and we did not. We spent a ton of money on this and it just feels awful that he can make an agreement with someone and take the money and run the other way. I dont know where else to turn to for help. I could truly type all day about the turmoil he has put me and my family through. Truly sad. Shouldnt be able to just pay $100 and own a business like that. Hes not qualified.

  Business Response

  Date: 04/09/2024

  Dear customer,

        We would like to respond in reguards to you complaint addressing multiple issues you felt were unsatisfactory. Your original contract invoice was estimated at the best known pricing due to the knowledge at the time of a site visit. At the time of measurement the home was full of furniture as well as all your normal day to day belongings. As directed when overhauling a complete 2 level home there are unforseen issues/ substrate work/ trim work that can occur throughout an on going project. In your case there was multiple levels of old flooring that was uncovered in a project that were unable to quote at the time of measurement. Once the initial later was torn back there was leaky old radiators which i pulled a plumber in on to ensure safety, there was a completely rotted substrate below the heater that needed replacing as well as an active leak that was fixed, there was multiple extra layers of old sheet vinyl. We had to remove multiple radiators to effectively install flooring which were brought to the attention to the potential of incurring costs. After initial tear out it was determined 1/4 round trim was the best option versus removing the old lead based painted trim work. This was also not on the original quoted invoice and brought to attention prior. Once the repairs necessary out of original quoted invoice were made the floor was installed. While the project was underway we were required to move the whole house of furnishing including personal items which in beginning was required to be moved. We moved everything just to keep the project moving along with no complaints. During the installation conditions of work we incurred were challenging but we still tried our best to work with them. these include cat f**** throughout the whole space, including this f**** getting on to our employees bodies and tools., pet urine to the point of it my employees having to wear masks. In the laundry room we were asked to remove old washer and dryers that were still full of clothes and dispose of both the appliances and the wet clothing inside. All while we stuck it out to try to work with the situation at hand the best we could. We also were asked to clean and paint a bathroom that was completely covered in black mold. Wearing masks and suits we remediated the mold and coated it with 2 coats of primer and paint which was not in the original invoice.  To address the flooring issue of the misplaced flooring, our original stock was held in a storage area in your home then brought upstairs as needed. While in the process 400 square feet of this flooring was misplaced due to the amount of household items stock piled over the top of the space causing this issue. We however would like to own the fact that it should have not happened. Had the space been free of the household items we would have not incurred this issue. To rectify we did in fact purchase more flooring not in the original invoice to complete project which we later did not get paid for or as well as told we could not have the stock in which we replaced. Upon the closeout of the project we tried to have a sit down to overview the scope of project, incurred unforseen costs and what would be fair to closeout this project but were notified that you were unwilling as to the fact you felt it was ALL paid. The full balance was not paid in full nor is it currently. If the opportunity was given clear detailed invoicing would indicate otherwise giving both parties the opportunity to overview. Reaching out multiple time to overview and complete this project only to have all attempts disreguarded. As to the issue of the timeline, the job was heavily impacted due to the flooding that was incurred statewide causing heavy damage to almost the whole city including each one of our employees. This heavily compounded the scheduling within our company to the point in which we almost were forced to close. All adjustments were voiced and we did our best to recover as well and keep every project timeline as effective as possible throughout. We hope we addressed each and everyone of your concerns. We strive highly on our customer engagement and quality work above all. We treat every customer respectfully and professionally and always value every scope of the process as well as we did you. We are still willing to overview any and all paperwork as well the project to address your concerns. Please feel free to contact us directly if you are willing to resolve your concerns or issues.       Hpo Contracting LLC