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:11/22/2023

  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 *** to install flooring in my home. I purchased the materials and paid them the labor cost to install. The *** employees drank on the job, some of which was alcohol that they brought and some of which they stole from our home. Likely a result of the combination of being impaired and not using proper materials (ie: they used a metal hammer rather than a rubber mallet on the floors) the installation was done very poorly. Many of the materials that I purchased were damaged during the installation process and were still installed damaged. The pieces were not connected properly so there are gaps between planks in the flooring, a number of broken corners, and the joints crack when you walk on them. Unfortunately, I paid the invoice in full at time of completion. I brought up all of these issues to the owner and he said he would work with me to replace the items stolen by his employees and have the floor fixed. However, he never replaced the stolen items and simply put putty on the floors, which was a temporary solution to hide the actual damage. The owner has refused to communicate with me or my attorney since.

  

  Business Response

  Date: 01/09/2024

  BBB
  Reference
  W189 S9037 Creekside *******, **
  *********************
  
  This serves as a response to the complaint filed by home owner ********************* in regards to the flooring installation. The explanation is in part only a portion of what transpired during out time with *******************
  
              #1 Complaint that the employees drank on the job.
  ****************** called me on May 16th and complained that our employees stole alcohol from them. I told him that I will come see him in person. I went to see ****************** that morning at approximately 9am. He states that one or both employees drank alcohol from his garage and that he was not happy. He stated that they drank 2 cans of HIGH NOON (A hard *******).I listen tohis story and stated that I would investigate and report back.
  Both employees were questioned separately. Employee #1 (****) states that he does not drink alcohol and that it was not him. He did state that the other employee #2 (****) did smell of alcohol. On a couple days. **** #2 was interviewed alone and he states that he drank 2 high noon drinks and that he was invited to drink what he wanted from the garage refrigerator on more than one occasion by the owner ******************. **** was let go from employment due to drinking during working hours. **** was again interviewed and asked about the garage refrigerator.He states that the owner told them both that they are welcome to help themselves to the garage refrigerator. **** again states he did not drink alcohol.
  My investigation was concluded, I met with ****************** and told him what was found out and that **** was let go for drinking on the job and that **** was found to have not drank. I asked if **** could return alone to continue to work. *** states he likes **** and that **** was doing a great job and is welcome back. 

              #2 Improper Tools
                          **** has been a flooring installer for more than 30 years. **** has installed well over 500 luxury vinyl Planking Floors. His tools are top of the line and what he may not have, Rpm Services does own and is available for all employees.
  
              #3 Damaged flooring
                          The floor was bought by homeowner from an unknown internet company that did not have back-end support available to us. ****************** was warned that buying products from the internet comes with certain risks like poor quality, inferior craftsmanship, and poor warranty for the end user. He agreed and that he wanted to use that flooring he choose, he stated that it must be good, it is expensive and that I do my homework before buying I informed him that we will install it, but do not warranty the product. ****************** agreed.
                          As for damaging the flooring during the install. The floor came with damaged locking tabs poor or weak tabs and many missing areas in the tabs. The owner was made aware of this and stated to continue. The floor was installed, and ***************** was shown the issues at several locations after the install. He agreed and ordered more flooring. The flooring that was installed in many areas had a lifting effect due to damaged or weak or missing locking tabs. Due to large amount of waste from shipped inferior product, Rpm ran short of flooring and the owner needed to order more just to cover what was quoted. There was a large amount of waste due the poor quality of the flooring that could not be used. 

  #3 Damaged flooring continued.
                          **** continued to install the flooring with ****************** watching each step of the way. Please note that the owner was home through the entire install and that he watched, commented and checked on **** throughout each day. After the floor was installed, **** walked the floor with ******************. He showed him the entire floor and a few areas in question. ****************** agreed that the floor was less than perfect at the areas **** showed him and stated he was OK with the floor.**** was commended by the owner for working with the product the owner bought and thanked him for his professionalism.
                          A few days elapsed and I contacted *** for payment. I met him at the home, and he showed me the floor areas that lifted at the seem or at the corners. I agreed that it looked poor.I told the owner that **** will be back to cut these areas out and replace with new planks. ****************** told me this was not needed, but I insisted. **** came back and worked at our expense to fix the poor quality of the flooring by cutting away and installing new planks. Again, **** was given the same planks with many damaged areas of the locking tabs and needed to glue down to securer.******* asked the employee to side job molding installation. **** brought this information to me. I again met with owner and walked the floor He was happy with not only ****, but the installation at that point in time. I made mention that if he wanted my employee to do work, he was not paying us for,that he should come to me. I agreed to complete a wide variety of molding install and paint at our expense to make up for the troubles with the **** and the HIGH NOON> His wife was present for this conversation. He thanked me and we set up for **** to install the moldings for no cost **** did this service without complaint. 

  #3 Damaged flooring continued.
                          It should be noted that after walking the floor with *** and having **** install the moldings I returned a 3rd time to review the floor. The owner walked it with me and complimented me for standing behind my work and doing so much to try and correct this issue. He also told me that he understood the issue of running a company and employee issues and thanked me for handling the issue with drinking and firing the employee. *** reviewed the floor and made his final payment during that meeting.          
  
              #4 Replacement of stolen items
                          With the owner and his wife present we spoke about the HIGH NOON that was drank. The employee admitted to drinking 2 cans The owner at first told me a couple,then later stated 4 cans were found in his garbage can. I agreed that this was not the proper thing for an employee to do and that the employee was let go and would be happy to replace the HIGH NOON with an unopened 12 pack. To this day,the 12 pack has not been replaced and Rpm would be happy to buy the 12 pack to settle the missing 2-4 cans.
  
              #5 Refusal to communicated with ******************.
                          I have not had follow up phone calls or text messages or emails from the owner since 5-20-23. He complained about the floor in only 2 spots. He complained about the glue being used and not working he asked for a stronger adhesive and we complied by sending **** back to fix the 2 spots in question. Since 5-20-23 there has been no further communication between the owner and I. 

              #6 Refusal to communicate continued
                          On 6-20-23 more than a month after final payment the owner sent me an email complaining about the installation and faulty cracks and broken edges. I called the owner that ****** and left him a Voice Mail to call me back. He did not call or text to respond. I assumed he changed his mind on the email complaint.
  
              #7 It should be noted that the owner has taken to social media to complain and speak poorly of my company, all without the benefit of speaking with me first.We have not engaged his remarks on social media. It is clear that he is unhappy with a floor that he bought, and we installed. We installed not only this flooring, but a large amount of ceramic flooring and wood base moldings. All these items have not received a complaint. In fact, he complimented not only the installation but how quickly and professional they were installed. His only complaint was the poor look the planking has and was not happy with the quality of the flooring he bought. Our company not acted in good faith not once but twice for complaints about the flooring he bought. We at our expense remove damaged flooring and re-installed. We installed at our expense wood moldings that were not part of his package. We continued to show good faith by working with him to repair replace the damaged planks that he bought. If the floor was that bad at payment, why did he not ask us to remove whatever else was an issue and furthermore wait 6 weeks to send and email and not follow up with my voicemail. 

              In closing, ****************** bought an inferior vinyl flooring that he was unhappy with and only found complaints in the flooring and its appearance. He was happy to have **** back to continuing working knowing that he did not drink on the job and that **** was the right person to continue the flooring. He knew the flooring had issues and insisted that it be installed. **** completed the floor and 2 separate removal and repairs for the owner to satisfy his unhappiness with the planking.  The owner or his wife found no issue with our installation of ceramic tile or wood molding work, only the planking that he bought. Rpm Services stands behind its employees and its installation and will offer a free installation of new planking with the provision that he buys the flooring products from us and that we install them. We refuse to warranty a product that the owner bought on the internet. ****************** can contact us to make an appointment to review the floor, remove the floor and install a new luxury vinyl floor with no expense except the cost of materials.  
  
              ***************** can contact me at his earliest convenience to close this complaint out.