Complaints

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ASR hardwood floors were hired to install the hardwood floors at my house in October of 2022.In a few months after installation, the floors started to lift, dip and cup in multiple places. I had notified the owner of ASR hardwood floors and asked that he comes back to address and fix those issues. He told me that he is away on an extended vacation and there is no one from his company who could come to address the issues in his absence. However, upon his return and my persistence, we made arrangement to meet at the house to address the issues. He stormed into the house, started to yell at me, and did not even want to look at the floors! I showed him couple of areas where the floors were lifting and separating, and he said, "If this does not return back to normal by summer, I will come back to fix them in July!" I tried to show him other areas of concern, but he would not listen or look at the floors! Before leaving, he said if I try to pursue any legal action against his company, he will make sure that his brother who did sanding and finishing the floors, will not come back to finish the floors!I did contact the owner of ASR floors throughout the summer and asked for him to come back and fix the floors, but he has not returned any of my phone calls or texts. Till this day, he has not come back to address the issues, even though the floors are under warranty.I am asking for BBB to get involved and to keep this company responsible and accountable for their work. As far as for the public and customers, I want them to know that this company is very unprofessional. The owner is nice only until he seals the deal. After being paid, the company does not want to hear of any issues. The owner is extremely unprofessional by yelling and blaming others. He does not take any responsibility for his work and does not supervise his workers! I would warn others of this man's business practice and tell people to stay away from doing business with this company!

  

  Business response

  09/25/2023

  On the first day when looking at the job site, ****** was very picky from the start. ****** changed her install date couple times. After several months, she bought her floors from the company that I referred her to. She chose what she liked. We work with many clients and we serve over 200 customers a year. And we satisfy over 99% of clients. It is physically impossible and unrealistic to make all 100% of our clients happy especially the picky ones. When we started installing ******* floors, she didnt allow us to let us do our work( installation). After finishing the installation, I had to come back several times to check all of the supposedly squeaky flooring. I ended up fixing her frame floor hooch from the basement, which had minor natural seasonal squeaky movements. After half a year, when I was on my vacation, ****** and her husband called me and texted me several times a day, everyday. ****** said it was an emergency! I asked so ****** to send pictures or videos of what had happened. I had to cancel and return early from vacation. I came to ******* house to check what had happened. When I came, I was shocked because nothing had happened. The flooring was in its normal condition. I kept asking why they lied about their flooring. ****** brought in the magnifying glass in order to show me the problem in the floors. After this nightmare, I just dont have the patience and time  to fix something that is not there. 

   

   

  Customer response

  10/02/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  With regards to your email. I changed the date of work once due to delivery conflict and to allow the material to be at the house for several weeks prior to installation, and I gave you a notice in advance that you agreed on. The day of installation, my husband and I went to the house. You were not there! When we walked to the house your workers were already installing the floor without checking the subfloors and the wood for moisture level. I talked to you before installation on couple occasions to ensure that the moisture of the subfloors and the wood are within the acceptable range prior to installation. Those were the recommendations by the company who sold the wood. This is a standard procedure and not me being picky!  But you were never planning to check the moisture level since you had your guys installing the floors without the moisture being check. It was only after my husband, and I arrived, and we asked you to check it. You had an attitude about it but upon my insistence you checked couple of areas. If I was not there, it was clear that you would install the floors without checking whether the condition of the wood or the subfloors were acceptable. You were only there at that time and left your guys to do all the installation. Your guys installed the floor without any supervision and without any interruption as I was working. Once there was an insure with the flooring brought to your attention, you would not answer the phone or my texts. Upon my insistence you meet with me, yelled and stormed out. You did see the issues with the flooring (and no, I did not have a magnifying glass, as you could see the floors cupping, lifting and separating), and you said if the flooring is still separating and lifting in the summer, you would come back to fix it! (I have this documented by your text). If there were no issues as you claim now, then why would you make this statement?  I will submit the texts and pictures of the flooring for proper documentation (so your clients will be able to see the work). If you stand behind your work and think of yourself as a professional, then you should come back to fix the floors, and we can all move on. So please do the right thing, come to evaluate the floors and fix it! This is the only thing I am asking for! This would show that you do care about your clients and would solve the problem!  Also please ask your partner to come back and do the final coat on the floors as per contract! Once things are done the right way, we can resolve the issue. I am hoping you would do the right thing! 
  
  Sincerely,
  
  *********************

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