Complaints

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We, the homeowners, are filing a complaint against Wood Contracting over a floor and bathroom project. The homeowners have paid 80% of the original contract, but due to incomplete contractor rework, we now have paid for something we did not receive.Wood Contracting commenced work in August 2022. Wood Contracting neared completion of the project and asked for a punch list. The homeowners were pleased with the quality of work.However, Wood Contracting was unable to operate the heated mat under the completed tile. Wood Contracting offered to demolish and re-install the floor at their cost. The homeowners are requesting a refund due to the second, incomplete installation of the floor.Wood Contracting did not contact the homeowners regarding any concerns during the second installation (September 2022). The homeowners stated concerns over quality of the second installation at their first available opportunity.The second installation varied from the acceptable standard (as established in the first installation) due to tile quality and method of installation.1) Wood Contracting stated the tile quality they acquired for the second installation was materially lower via text to the homeowners. 2) The second installation was shorter in duration than the first.3) Wood Contracting installed on top of the prior floor rather than demolishing the existing installation first. This installation preparation was not discussed with the homeowners and does not appear to be a common industry practice.The resulting floor is uneven grouting and irregular placement. In addition, the floor is more than twice the height originally expected, causing friction with existing doors.The homeowners request refund for portions of the contract that sit incomplete, as well as refund for costs that will need to be spent again related to floor rework ($3,398). We are requesting BBB assistance to arbitrate this dispute as Wood Contracting has become increasingly inflammatory/unresponsive.

  

  Business response

  12/08/2022

  Wood Contracting **** has tried to come to an amicable resolution in this matter. We have suggested multiple fair and equitable courses of action which have all been met with intransigence. The homeowner has an outstanding balance of $7,566.80 for her project.  The floor portion of the project is $4,000.00. Wood Contracting **** is unclear as to what makes the homeowner believe that **** contacting **** owes her $3,398.00 since he owes us over $7000.
  
  As a reputable company, we feel that we made every effort to rectify this situation. While attempting to resolve this issue, We spoke with our attorney and he instructed us to cease communication as we were not making any headway with this homeowner.  The homeowner purchased an inferior tile that had nominal size discrepancies. This is the product that she bought for us to install. Wood Contracting **** brought it to the homeowner's attention and explained that the grout lines would not match up but we would do the best we could with this inferior product.  The homeowner agreed to continue but later denied the conversation ever took place. Wood Contracting **** provided the heated mat for $1,200. When the heated mat malfunctioned (not sure why but we took responsibility for it) we provided 2 options- option 1 was a $4,000 credit for the cost of the floor portion of the project. Option 2 was to reinstall the floor at our expense. The homeowner chose option 2. Wood Contracting **** purchased the exact same tile the homeowner originally provided and we purchased another heated mat for approximately $1,700. Wood Contracting **** spot-checked the existing floor to inspect mortar coverage and assessed that the coverage was 95% or better.  Just to be safe we poured a self-leveling compound which cures at **** psi over the tile creating a new substrate. We installed the new heated mat and the tile with the same care and time as the first time. This is a totally common and acceptable practice. *********standard for grout lines is just under 1/8 of an inch with the tile being in some cases 1/4 different in size we still fell well within industry standards.  We went above and beyond for these homeowners at our expense.  We have tried to come to a solution but the homeowner does not want to compromise. They still owe Wood Contracting over $7000 for their project but we are willing to take this huge loss because we realize the homeowner will never be satisfied. I have attached the Contract and Final Invoice outlining all the work that has been done.
  We have done all that we can do for this client. 
  Please let me know if you have any questions regarding my response. 
  
  *********************

  Customer response

  12/08/2022

   
  Complaint: 18400472
  
  I am rejecting this response because:
  

  Wood Contracting's response provides no different information than what was shared originally. As Wood Contracting's invoice shows, the costs associated with the floor amounted to $8,000 before the cost of the tile and without even considering paint.
  
  Original Contract:
  Demo $2,000.00
  Baseboard and shoe $300.00
  Floor 14'x13.5',6'x3' = 207 sqft $2,500.00
  Install heated floor $1,500.00 Labor only
  
  Final Invoice materials cost:
  Heated mat $1,070.00
  Grout $20.00
  Trim $550.00
  
  Wood Contracting continues to ignore the text ****** himself sent acknowledging a material difference in quality for the second installation. The second installation did not follow standard industry practice or even approval by the client, given that demolition of the existing floor was a $2,000 line item on the original statement of work.
  
  Aside from these figures, Wood Contracting fails to acknowledge there was additional contracted work that was left incomplete (doors, toilet install, etc.).
  
  The client will be forced to expend additional monies to finish/re-do Wood Contracting's incomplete work. Wood Contracting continues to deny the basic facts of the situation, and their unwillingness to even provide a paid-in-full invoice contradicts their claim they have made a good faith effort to resolve the situation.

  
  Sincerely,
  ******* and *****************

  

  Business response

  12/18/2022

  Home owner , initially agreed to keep the remaining balance with , if wood contracting *** would provide a invoice marked as paid.

  the homeowner also signed off on the painting with the exception of a a few touch **** The remaining balance of $7,566 is by wood Contracting Incs estimation more than enough to complete new flooring, toilet installation and bi fold door installation. s***e the Homeowner refused Wood Contracting ***s proposal to pay for labor if they purchased heated floor mat and tile. Wood Contracting has gone above and beyond considering the homeowners unhappiness with their tile selection. Wood Contracting ***  has exhausted all feasible options within reason concerning homeowners requests. Again Tile installation was well within industry standards especially when dealing with inexpensive irregular tile like the homeowner provided.

  Customer response

  12/19/2022

   
  Complaint: 18400472
  
  I am rejecting this response because:

  Wood Contracting continues to demonstrate dishonest, unprofessional behavior on this matter. Wood Contracting has failed to supply the paid in full invoice even when requested, as shown in the email exchanges. This matter has been at question in excess of 2 months now, and Wood Contracting has made no genuine attempt to close the matter with a paid in full invoice. Therefore their claims of attempting to reasonably resolve this situation are unfounded.

  As shown in the pictures, Wood Contracting demonstrated the ability to provide an acceptable installation with the tile supplied by the homeowners during the initial work. The change in quality either suggests that Wood Contracting acquired inferior tile or that other factors are to blame for the second (current) installation at question.

  As stated before, the cost to finish the project and re-complete the floor exceeds the remaining balance with Wood Contracting, based on their own invoice charges. The installation method of laying tile on top rather than demolishing the prior layer is neither a standard practice (based on conversation with other professional tilers) nor was it what the homeowners had contractually agreed to with Wood Contracting.

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

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