Complaints

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Quoted and signed contract for the job in December 2023. They started the demo and construction 1/8/24. Our house was COMPLETELY empty as we had just purchased it. We moved in after the job was “complete” Jan 21, 2024. The floor texture was so sharp, I cut my foot. We had barely moved in but were going out of the country to get married and have our honeymoon. See emails below. The issues have continued since the floor was installed. It takes so much to get the owner/operator to fix the issues. It took him a week to put eyes on the floors after the first concern was raised. They ground down the points in the floor and caused a different color due to no more stain and just resealing the floors. We were out of the country so we couldn’t supervise. We had given him contacts of family to talk to. And he never reached out to them stressing us out during what should’ve been the best days of our lives. He has continued to downplay the issues with the floor and used gorilla glue multiple times to repair a very large bubble in our bedroom that was separating. Now I’ve found another bubble in our living room. He states we have a warranty but this is either shoddy workmanship or shoddy materials, or both. I’m tired of having to chase him down to continue to fix a brand new floor. This has been hell to deal with.

  

  Business response

  05/31/2024

  We were contracted to remove the wood floors and install a decorative concrete floor.  During the installation there was a miscommunication/misunderstanding between the customer and the lead installer.  He asked her if she wanted texture in the floor or did she want it smooth.  He understood her to say that she wanted a lot of texture due to the fact that she had pets and did not want the floor to be slippery.  He did put an excessive amount of texture in the floor and once the customer brought it to our attention, we promptly came up with a plan to correct it.  The customer had started moving furniture into the house, so we rented a storage trailer, moved her furniture into the trailer, sanded the excess texture out of the floor and re-sealed it.  The customer was satisfied with the result until she discovered a "bubble" in the floor in the master bedroom.  While it took multiple attempts to repair the bubble we ultimately succeeded.  All was fine until recently when she informed me that she had found another bubble in a different room.  I immediately offered to schedule the repair which is relatively easy to do and takes around 15 minutes.  We simply need to inject the bubble with a special concrete sealer (not Gorilla Glue) and then weigh it down until it dries and bonds to the floor.  Initially she gave me a range of days we could schedule the procedure but later demanded a full refund.  I told her that the refund was not an option but that the floor is under warranty, and we would repair the floor at no cost.  Now she is threatening legal action and reporting us to the BBB unless we refund her for the entire floor.  We will continue to honor the warranty if the customer will allow us to.  The floor was installed properly with proper materials as was agreed to in the original contract.  

  Customer response

  06/04/2024

  
  Complaint: 21757506
  
  I am rejecting this response because:

  I do not accept the owner’s response. He stated that he promptly fixed any issues. I called him 1/22/24 with the original issues of the texture being too sharp and cut my foot. We had a consultation  with him and wrote out the contract the day of consult that we wanted low texture due totes pets and no pattern, we got the worst high texture that was unable to be walked on with bare floors in a residential home and a pattern in the floor which we did not want. It took him until 1/29/24 to actually set eyes on the issue of the floor and get the flooring fixed. We sent a follow up email 1/23/24 with what we discussed on 1/22 and agreed upon. He sent back a response agreeing with the email and phone call. We had minimal furniture in the house as we were just moving in, so the furniture was to be covered while they were working, that did not happen. Also we explained we had pets in the house, away from where they would be working and he agreed our pets would be safe. We made sure with him on the points of the email that we did not need to do anything else to the house or pets before we left the country. Then when we were unable to change anything as we were out of the country, he flipped the script and said he was unable to accommodate those requests. This is why we discussed it with him when we had days to fix the things he agreed to in the email to fix the floors and he agreed, then nope. He did get a trailer, but left out our leather, electric mechanical couch in the rain under our overhang because it wouldn’t fit. He thought that was ok. 

  Bubble fix #1 took 3 attempts and the first they guys called my husband that they were on their way and would be there in about 30 minutes. I was at home and they arrived over 3 hours later with a tube of gorilla glue and a syringe with a 22 g needle. I saw them pull the tube out the retail packaging, it was gorilla glue. They them couldn’t get it to go through the needle, so they tried what they could and set a piece of drywall and a 5 gallon bucket over it. Then we had to continue to email ****, there was NO follow up, to fix the spot because it didn’t work. Over the next month there were 2 more attempts to fix it and the final one, there still has not been any follow up by **** or inspection to see if it was fixed and now there is another bubble in another room. I can’t keep doing this for the duration of the warranty. There is no follow up from ****. We should be top priority because this floor has never been perfect nor complete. Am I supposed to just wait until the entirety of the floor is rebonded with gorilla glue? Every month or so have him out for repairs he doesn’t follow up on? We were promised a durable, low mainantance forever floor that would be easy to clean and maintain and we have yet to have that. This floor is months old. If you see the floor was dark and light grey and black. Once they “redid” the floors, all they did was sand it down and not add back in the color so we have raw concrete showing through. I was unhappy with that, but just wanted them out of our home and lives and we accepted it since the texture was more acceptable for bare feet. They also did not follow the contract as they said they would remove our toe kick on the baseboards completely to do the floor right and remove our toilet to make sure it was under the toilet too. Especially in our bathroom, this was not the case. The toe kicks are incompletely removed and the toilet was never removed to do the floor underneath, so now that were trying to replace the toilet with a different shaped one, it is almost impossible to get it to sit correctly. 

  There were many promises and contracted things that were not done correctly and the fact that we keep having to have this floor repaired and likely will for the next few years while it is under warranty scares me. I do not want to have to do this every month or 2 when we find more bubbling up. This isn’t fair to us as a customer of this establishment because the job has never been done correctly or has been complete yet. 

  
  
  

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

  

  Business response

  06/05/2024

  It is clear we did not meet your expectations and I do apologize for that.  We strive to always exceed our customers' expectations and we clearly failed in this case.  I cannot undo the past, but I can commit to doing better in the future.  That being said I strongly believe that our responsibility is to repair any minor defects in the floor which we will gladly do. I am also confident that this is not an issue that will continue to occur.  

  Customer response

  06/10/2024

  
  Complaint: 21757506
  
  I am rejecting this response because: I now have a hole in my durable, forever floor
  
  Sincerely,
  
  **** *******

  

  Business response

  06/17/2024

  That is truly unfortunate.  What would have been an easy solution is now a multi-step process to patch, stain, and seal the hole.  

  Customer response

  06/20/2024

  
  Complaint: 21757506
  
  I am rejecting this response because:

  We now have two more spots that we’ve stumbled upon in our home that are bubbling/crunching along with the other two spots that were previously reported just upon casual findings. What will we find once we have to fully inspect the floor ourselves, this was what your job was.  This is now a total of 4, just in the past few weeks.  At what point do we say, maybe this floor wasn’t done correctly (to which you’ve admitted that it wasn’t), and instead of fixing it the correct way, you decided to take a shortcut and completely change what we picked out for the floor. Now we are having issue after issue, and it’s only been 5 months since the install. 
  The only acceptable outcomes to come from this would be for you to either refund our money, or get a storage unit, move all our furniture into it, give us an allowance for hotel/food/pet care, and redo the floor correctly. 
  We are unable to fully move into our home or repair the baseboards until we know the floors are complete. 
  
  Sincerely,
  
  **** *******

  

  Business response

  06/28/2024

  We continue to offer to repair the floor as needed under warranty at no cost to the customer.  We have not been able to inspect the floors since the new issues have been identified.  Please contact us to schedule a time to inspect the floor and make the necessary repairs.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3-22-24, I paid CDS $1400.00 to resurface and repaint my outdoor patio. An additional $1400.00 was paid when the work was completed. CDS receipt #*************** The problem is that the paint color I chose is not the color I got. I talked to the Vendor 3-27-24, the day after the work was completed to express my Extreme concern about not getting the color I paid for. The color I picked from his chart (Ocean Sand) does not match the color they used. He said he would be willing to repaint the patio for an additional $800.00. I have attached a photo of their color chart that shows the "Ocean Sand " color and a photo of what the finished patio color looks like now. I was dumfounded that he wanted to charge me this ridiculous amount for his mistake. I emailed him a few days later to once again express my Extreme displeasure. I have not received any further response from him. It is with regret that I am compelled to file this complaint but I did not get what I paid for. I thought I was dealing with a reputable company. Is there any way you can help me to get the product color I paid for? The outcome of this whole project has been very distressful, costly and depressing. Thank you in advance, ****** *****

  

  Business response

  04/22/2024

  The very first words on the quote given to the customer are as follows: "Please be advised: the colors from charts, photos or samples are a representation, and will vary depending on the substrate, the age of the concrete, and dilution rate of the stain."  We confirmed with the customer that the correct color was used.  She now wants a different color, and we gave her a very reasonable estimate to change the color to account for the cost of the product and the labor to apply it.  We do not manufacture the color or the color charts.  The color chart is provided by the vendor.  I will reach out to the customer to see if a compromise can be reached.  

*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. ↩