Complaints

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a replacement shower. Bathfitter recommended Champion Flooring. The guy they sent later turned out to be a salesman, who made an appraisal of the project and sent me a contract. The first day, **** demanded (after spending a lot of time talking to Mr. **** on the phone) referral to a plumber because he couldn't get the turn-off valves to work. I had Roto-Rooter do it for $737.08, although I could have done it with a pair of pliers. On the second day, **** discovered "Black Mold." If they couldn't handle mold, that should have been identified by Mr. ****. Nobody since Jeff's Black Mold diagnosis has worn a mask; and the Champion crew should have been ready to do remediation anyway. I will not accept **** or his son back on this property. He left up a plastic barrier, held up only by masking tape. Champion's recommended mold remover, Wellington, said it would take weeks before they could do anything, so I had to take it down and put my door back in place myself. When the real work was done, I saw no barrier put up and no dust spread. Champion took out little of the old tile and never did the plywood or laid tiles. All they did was remove the commode and put it in the shower, and the vanity, which they put it in the small bedroom I use as a library with some blackened wood--infected by their standards). Last time I talked to Mr. **** (7 June) I asked for a full refund of my deposit and that someone other than **** pick up the tiles they abandoned. He said he'd have to talk to the owner. I have not heard back from them except for a very wordy reply lacking content to my Review on BBB which stated there was going to be an amicable settlement. Not close to likely. Champion never could do the job and shouldn't have offered a contract. They only did damage. because of the possible lien on its use I can't even get rid of the the useless tiles they abandoned in the living room.

  Business response

  07/20/2023

  To whom it may concern,
  
  We are genuinely disappointed when any customer is not completely satisfied with our efforts.  However, we are very capable of doing the work that we were contracted to perform.  We don’t do any plumbing work, such as replacing shut-off valves that are not working.  Nor do we do mold remediation.
  
  Our technician correctly identified that the valve shut offs in the bathroom were not working. Mr. ******** responded correctly by having the shutoffs replaced and we went back to work the next day.  Unfortunately, during the demolition process we discovered black mold.   
  
  Obviously, the black mold was not visible until it was exposed, and as with any construction project, we cannot be responsible for hidden site conditions.  Per our safety guidelines, our worker stopped and called the office for guidance. Mr. ******** contended that we should have been ready to do the mold remediation, but we are not trained nor licensed for this work. We had no choice but to vacate the work site until the mold was removed.  As evident by the backlog of the remediation company, there are a lot of people in this same situation.  We anticipated that we would be contacted regarding the schedule for the remediation, and we would come back to finish our work.
  
  While it is frustrating when a construction project comes to a halt, it is our responsibility to not risk the health of our workers.

  As noted on the contract, prior to beginning work, we require a 50% deposit for every job to cover the material needed to complete the work.  The tile ordered for this project is not returnable to the manufacturer, and we did in fact perform a portion of the contracted work.  Therefore we have a considerable cost already invested into this project, of which we cannot recoup.  With this consideration, and the fact that we offered to complete the work, we feel that retaining the deposit of $1,038.68 is fair and sensible.

  Any refund at this point would put us in the negative. However, in a continued effort to resolve this issue, we are willing to offer a partial refund of $200.

  Attached is a copy of Mr. ********'s signed estimate. This shows the work we were contracted for, the notification of the required 50% deposit, and a note regarding hidden conditions at the bottom of the quote. I am happy to also provide receipts to BBB that show the labor and material costs we incurred, but I would ask that they are not shared outside of BBB employees.

  Thank you for your time and consideration. Please contact me with any questions at all. 

  ******** **** ******* ******* ******** ***** *******

  ************************** ****** ***** ******** ****** ***** ********

  Business response

  07/20/2023

  Hello again,

  My apologies, I meant to mention that the $200 refund we offered is approximately 10% of the total work, and 20% of the deposit amount that we received, which I felt was more than fair. I'm sure you would have determined the percentages on your own as well, but I wanted to note it in the file.

  Thank you.

  Customer response

  07/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Champion at least owes me a complete refund. Perhaps I should be suing for the unnecessary plumber bill and the delay and mess their incompetence caused.
  
  Champion did nothing but delay my getting real workers in to do the job and left a mess, which was by their definition threatening to my health.  Of course, they also cost me $770 in an unnecessary plumber bill.
  
  I consider the people they sent incompetents, who spend most of their time on the phone getting the salesman, Mr. ****, getting him to support their desire not to do the job, which they were admittedly not capable of doing.
  
  The lien provision they quote in the contract I attach means I could not have the tiles they dumped here installed, even it everyone I asked didn't say they don't install other people's tile.
  
  At this point they can pick up their tiles AFTER their check for the full amount has cleared.  Perhaps I should take them to the local police department to assure receipt.
  
  Sincerely,
  
  ***** ********

  Business response

  08/04/2023

  I understand that this complaint has been closed by BBB, however i would like to have my response to Mr. ********'s latest comments on the record. Please see below.
  

  To whom it may concern,

  As previously stated, we do not offer plumbing services, nor are we licensed or insured for such work. It is the responsibility of all homeowners to handle any needed work that is not within our scope. In this case being, plumbing and remediation services. We did not choose the company Mr. ******** contracted to complete the plumbing work and have no responsibility for the cost.

  All of the employees we sent to Mr. ********’s house were completely capable of completing the work for which we were contracted. Which once again, did not include plumbing or mold removal.

  Regarding the partial lien waiver that was sent to Mr. ********, that covered his 50% deposit requirement, which was stated on the quote that he signed. The signed quote was provided to the BBB in our previous response.

  We cannot be responsible for other company’s policies on installing material which they did not provide.

  Unfortunately, the material that was provided is not returnable to the manufacturer. We will be declining any proposal to reacquire the material from Mr. ********.

  In the event that Mr. ******** feels compelled to contact the police for any reason, they will have our full cooperation.

   

  Thank you for your time and consideration.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them in March. ***** gave me a estimate. I bought the tile and I just hired them to install the tile. They installed floor and they did a good job, but t he only issue I am having is they have to put replacement wood ( wood basing ) in order to put the pantry door back up, and the French Doors they need to replace the base wood that has rotted in order to put the doors back on. I will pay the remaining balance when the job is completed. I feel like I have been getting the run around. I have called them seven times to confirm when this job will be completed. I would like the job completed.

  Business response

  06/26/2023

  Champion Floor installed the owner's material at ***** ******** ***** on 05/16/23-05/18/23. We then returned to install custom trims on 06/02/23. Prior to installation, the trifold pantry doors were removed. We then cut the doors at no additional charge to account for the new flooring height. The doors were then re-installed along with the new baseboards which were provided by Champion Floor. The French doors were also removed, a metal transition piece was installed (per the agreed upon quote), and these doors were re-installed as well. The "rotted wood" mentioned was not part of the scope outlined for this job.

  We were not informed of any issues until the complaint was received from BBB and the Attorney General. We did not receive "seven calls" as mentioned. In Ms. ***************s letter to the Attorney General, she says that she spoke to myself, however, I have not directly spoken to Ms. ************** at any point.

  This job is complete and the customer paid their final invoice, in-full, prior to our office receiving any complaints.

  Please see attached pictures of the completed work and fully installed doors, as well as the approved contract.

  Customer response

  07/05/2023

  6.30.2023 - I reject the response (business stated:  "We were not informed of any issues until the complaint was received from BBB and the Attorney General.  We did not receive "seven calls" as mentioned.  In Ms. ***************s letter to the Attorney General, she says that she spoke to myself, however, I have not directly spoken to Ms. ************** at any point.") but the company is "lying."  I had to call Champion Floor (7) times and I did talk to *** ****, manager and the other staff.

  Bryce only completed because I called the BBB and told him when he was at my home.  He left my house without telling me the job was done (He was "angry.").  

  I had to call Champion Floor Co. a week later for them to send my "lien waver."  (poor service)

   

*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. ↩