Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Project: Hardwood installation Total Contract Value: $9,446.58 Project Start Date: 5/7/2024 Project End Date (if applicable): 5/30/2024 Nature of the Disputes 1) Incorrect Flooring Installation makes it dangerous to use long term:Flooring was installed parallel to the joists (WAC *********** states it should be perpendicular)2) Left old deteriorating subfloor in most places and placed cheap particle board in others to go underneath the hardwood. 3) Nosing at the top of the stairs is already separating from the rest of the flooring because it was not properly installed. This is hazardous because someone standing on the nose of the stairs when it gives away could fall down the staircase. 4) Substandard Quality: The work that has been completed fails to meet the agreed-upon standards and specifications, including: a) Uneven flooring b) Quarter rounds are poor jointed, cracked, or altogether missing c) Burned sections of wood through improper staining d) Floors are unevenly stained throughout e) Finish was not properly applied to the floors (if applied at all), resulting in bumping surfaces and chips in the wood after a few weeks f) Areas along the side of the wall are either missing a coat of stain or finish, resulting in a different color and texture g) Did not apply wood filler to floors, resulting in ugly holes and making the floor susceptible to damage; filled in big holes with wood putty which is easily scraped off 5) Damage to Stairs: Proper protection for the stairs during the hardwood installation process was not used. Dropped multiple items down our hardwood stairs (not a part of the project), which we heard throughout the house. Upon investigation, we found gouges and scratches on our steps. 6) Told us over the phone that we would be getting Select quality wood. We also confirmed this via email, but found that the invoice for the wood said Common 1 upon delivery. Claimed miscommunication when confronted.

  Business response

  08/08/2024

  we would fist like to apologize for this customer experience. It is our practice to do best we can accommodate our customers and achieve the results that they desire. That being said in response to the claim we demo your existing floor and was open for a week, I showed you and your wife in person so you can see how how your subfloor was, we left it open for a week and came back to install the floors and never mentioned that you guys wanted to level your floors witch was an extra cost and also was never discussed during contract signing. After installation was done your mentioned that why wasnt the floors level my response was that that was never mentioned and was not in the contract witch was a deferent cost to the bill that was giving to you. There was option giving and move forward with the Sanding.
  After finish the job you emailed with options a full refund or pay the new contractor that you wanted to hired to fixs the job and I responded to you email with  options and requested a meeting to fixs what needed fixing and never got a response. I contacted my insurance, you should be expecting a call from them.
  

  Customer response

  08/10/2024

   
  Complaint: 22006867
  
  I am rejecting this response because:

  We did reach out to ***** multiple times via email (see image attached) regarding our concerns with the flooring and how it was not flat. ***** ignored our concerns and continued to install the hardwoods until everything was laid down. At that point, he told us that it was too late to go back and fix things. Sanding was the only option left. Multiple contractors we spoke to afterwards told us that he should have torn up the hardwood floors and redo everything, with the cost of the new hardwood coming out of his own pocket. They also emphasized that too much sanding would damage the floors so it should not have been the solution. 

  As for the other piece around level floors. If ***** believes that a customer needs to specify that the floors should be flat and 1) not have random panels of wood sticking out above the others 2) not buckle under the weight of whoever is walking over it or 3) not have such extreme dips and valleys that there are visible gaps between the wall and floor, then that speaks volumes about his approach to his work. 

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

  Business response

  08/21/2024

  I reach out to my insurance Im just waiting on there part. Im pretty sure they reached out.

  Customer response

  08/25/2024

   
  Complaint: 22006867
  
  I am rejecting this response because:

  The insurance claim was made regarding the damage to the stairs and nothing else. It has also not been resolved yet. 

  Issues with the flooring work that ******* did have not been addressed. 

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

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