ComplaintsforBarefoot Floors

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Work was completed on 5/21/2022 After they received their final payment on that day, I informed them of multiple problems with their installation and was promised that they would come back and fix what was needed and that my happiness was most important. Well, when he (*******) came back to look at what my complaints were, that's when the problems really started. One of the installers missed the nail going into my quarter round around the base of the kitchen island and instead went into our brand new floor. They used wood pieces that I told them were unacceptable and had major flaws in them (note: we have 2 piles of extra leftover wood that he could have used in one of my small areas instead!). They didn't completely get the wood flooring to go up to the dishwasher so now I have a 4 inch gap of no flooring where there should be some and now my dishwasher rocks. I have uneven tile in my laundry room. I have grout coming out between the bathroom and laundry room where it meets up with the new hardwood flooring. When putting in the flooring, I told them that the side cabinet next to our refrigerator needed to be installed in first before they put down the floor. They didn't listen and now I have that cabinet just resting on top of the floor instead of being inset. When removing our oven, they chipped our formica countertop. When he came back to look at it, he took an even bigger chunk of it to try to match it. Only problem was he never asked first and has NEVER come back to fix it. So, now I have an even bigger chunk out of my countertop. When moving our refrigerator, they somehow broke all 4 of the legs on our refrigerator. When they removed our washer and dryer, they caused water damage and I had to call an emergency plumber to fix it. When repairing drywall, they did such a horrid job that I have lumps in my drywall and will need to now call a drywall specialist to repair. They chipped the wood surrounding my front door. Chipped wood on the base of my kitchen island

  Business response

  08/22/2022

  I recieved the complaint and am writing to reply to the concerns ***** has mentioned. We strive for everyone to be satisfied with all our transformations and *****'s family is no different. 

  
  

  Some of the things that are being mentioned are out of context and issues that have come up after the fact. We offer a Dustless floor removal service and was the reason we were contacted in the first place. After visiting with ***** we were able to offer her some solutions on her installation side as well. This included matching some products she found and we were able to offer at a different price and ultimately save her money.

  
  

  Anytime we discuss our Dustless removal service, we always explain that because we dont know what methods were used in prior installations we could not guarantee that there would be no damage. The issues she is describing is exactly that. We advise all our customers there will be minor touchups that involve paint or in some cases a patch here or there from when base is removed and the drywall may have had prior damage or had long nails that when prying away from wall can remove drywall with it. This is common sense.

  
  

  We attempted to patch some of these areas and did so. But it was her responsibility to have a painter come or herself to repair. This was all discussed in our initial meetings before we even contracted the work. 

  
  

  We also take before and after pictures. This protects us and the homeowner from possible previous damage that they may have walked past for years but never notice until our removal and installation occurs. Her fridge that she brings up was so wedged in place they removed this adjacent cabinet just so we could get it out. The wheels she is claiming we damaged were bent and missing the roll portion of the wheels. She knew this prior to us removing and we took pictures of it. It appears fridge had been moved several times and because of the tight fit had been moved improperly causing the actual wheels to go flat wether from being dragged sideways or just improperly moved.

  
  

  The cabinet they moved was a surprise to me as this was never discussed was going to happen until we showed up to start removal and then begin install. ***** watched us daily and never once mentioned the cabinet needed to be accounted for. Was only after all the flooring was installed that she mentioned she was worried the height would be different and was concerned about it. At any point she could of mentioned and we would of accommodated her concern.

  
  

  We remove appliance everyday. Her cabinets are old including the formica top she had next to her stove. The chip she is referring too was previously loose and not bonded to the cabinet. When my installers put back it clipped the old formica top and chipped a corner off. We did offer to try and repair but we couldnt find the matching color.

  
  

  We are more than happy to help resolve some of her concerns and had explained that to her. But most of these are minor touchups we discussed in our original conversation. I also explained she needed to do touchups on paint portion because she needed new paint. But again these are all minor little spots. Its not like we went through her house with a wrecking ball. We want ***** to be reasonable and thats all we asked from her since we started and completed. 

  
  

  We have no control over over prior conditions and do our best on all projects to ensure customers are happy when completed. She was satisfied enough to pay her balance and has only exaggerated the concerns now to the BBB as a recourse we tried to manage between ourselves. If we can be available to address the concerns and handle the minor details no problem. We stopped communicating once things got extreme after we already discussed initially. 

  
  

  *****'s transformation turned out beautifully and I know she is happy with the installation. We even ordered a few extra boxes of wood to accommodate random spots that she didnt expect to pick through as we installed. We also removed 1/2" subfloor under tile and replaced with 1/4" subfloor to keep everything flush that was meeting with new floors. We did not charge her for that which also saved her because I knew she had a budget she was trying to keep in line with.

  
  

  We work with several builders, contractors and flooring companies that would would gladly provide us an outstanding review of our services and how we conduct business. We are very proud of that. 

  
  

  At this point we would happy to review the concerns. As long as ***** is reasonable we can happly resolve. I would not anticipate any monetary refunds as she saved alot with our services both in installation and products.

  
  

  Im available via email or can be contacted directly at ************. 

  
  

  Thanks for allowing us an opportunity to explain and we will look forward to working through the issues, but within reasonable terms.

  
  

  Best

  
  

  *******

  Owner

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Let me just start out by laying out that ********* version of what happened is NOT TRUE. The only truth in his letter to you was that I was on a budget and that it was that reason that he was chosen. But, being on a budget, does NOT mean that you cut corners or that I should have to be left with a floor that is in no way acceptable.
  
  I will try to break down his assertions and let you know how things truly transpired. I was told that there would be the possibility of minor damage when removing the flooring and baseboards. What I got was flooding in our laundry room when they couldnt stop the leak they caused in there when removing the washing machine, so the damage to the drywall was extensive. His repair was so poor that I am having to redo it. So far, the plumber has cost me about $800. I havent even hired the drywaller yet, so that will easily be another good chunk of change. The painting, I fully expected to have to do. He even saw me doing it when he came by the one and only time after he was done with our flooring to inspect where I had problems...
  
  As for the refrigerator... it has NEVER been moved before. When he pulled it out, that was the first time it had been moved since its installation. Not sure where hes getting that tidbit from... So not exactly sure how it could have been damaged by us...
  
  As for the side cabinet next to the refrigerator, he was not only made aware of that by me, but by his worker as well. I told him that it needed to be installed first BEFORE the flooring went in! He was arguing with me about it and had his installers just continue to lay the flooring down. As he stated, he has pictures of the before and it will be clearly obvious that it was inset. I suggest he send you that "before" image! We removed that cabinet for him to make it easier for them to remove the refrigerator and remove the flooring. We expected to reinstall that cabinet before the flooring went in. When I came downstairs while they were laying the floor in, I told him to stop and that the cabinet needed to go in first. He said no and had his workers continue on. Now, I am left with a cabinet just resting on top of the flooring. I cant re-install and lower the baseboards because of the piece of flooring he put underneath the refrigerator to protect the floor in case it needs to be moved again or replaced. So now I am stuck with it looking like c*** until we either fix or replace the refrigerator... and a cabinet that cant be inserted into the floor.
  
  As for the formica... Well, there is not one single scratch or dent or crack or any other damage EXCEPT where his crew nicked it with the oven. Not anywhere else in the entire kitchen. If needed, I can supply photographic proof. As for his offer to repair, he did offer and as of todays writing, it has never happened. Not sure what he can do as they no longer make that color, but I will probably now have to eventually replace the entire countertop for it to look ok.
  
  As for why I had to put in a claim to the BBB, I will put a quote from a text I received from him (*******) on June 30, 2022: Im not going to waste my time on ungrateful customers... we will not be bullied by condescending behavior I am sorry, but that is NOT an acceptable way to communicate to me or any other customer. I EXPECT to be treated with respect. As do every other person on this planet. I am not exaggerating the claims. I am just showing you exactly how things are. Nothing but the reality of what I received.
  
  As for why I paid him in full, well he waited at my kitchen table until I paid him (in full). He stated he would fix everything that I told him I had problems with. In hindsight, I should have held back half of what I owed him as an incentive to have him repair things. ****** learned.
  
  As for the flooring that is missing under my dishwasher: that wasnt known until after I initially contacted him as my dishwasher was pulled out by them to match the current floor and when it started to wobble and move when loading it, I noticed that it wasnt pushed in all the way and that the missing flooring was the cause. That it is clearly their fault in not putting flooring there. Not sure why that even happened! As it shouldnt! As my flooring is glued and nailed in, I am not sure how this repair can be accomplished without everything being completely redone. I am open to listening...
  
  As for his claim about the underlayment... Well, I was the one who had to tell him that it was needed! He didnt even think about the height of the flooring based on where it needed to be. And I DID pay for the underlayment... He just said that he didnt charge me for the labor (which I didnt ask him to do). He added that into the cost from our initial estimate ($623).
  
  As for the squeaky flooring in our kitchen, I can try to take a video of it for you, it is not minor and is probably the most used part of the house. It is so frustrating.
  
  Thank you for your time.
  
  
  Regards,
  
  ***********************

  Business response

  08/22/2022

  This is exactly the communication issue. We have pictures of everything prior to removal and also after completion. She knew about the fridge before we moved it. I work with several flooring companies and offer the same services with no complaints. The squeaky floornis not the wood we installed, its her subfloor that we threw screws in to tighten. We are not responsible for squeaks in the subfloor that we never installed. At this point, just like before the better business bureau became involved, I dont see a mutual resolution here because I dont believe anything will make this woman happy. She is lying straight ** in these allegations she is reporting and Im not interested in playing games for such a customer. I asked her if she wanted to take this to court i would happily represent what actually happened with documentation and pictures. I wish ***** the best, but we are done dealing with this.

   

  Regards,

   

  *******

*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. ↩