Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They had to replace the flooring g that originally put down because the floors were coming apart. They were under warranty They attempted to fix the floors instead of replacing them and that act failed this has been going on for years finally They put down a new flooring and didn't continue to the rest of the house They came and pulled up flooring in pieces inmy halls and tore out my whole laundry room leaving my floors open and exposed to what use to have asbestos down he is mad saying the floors cost him * ****** He says my slab is to moist to put the floors back down. It's been a month I've had plumbers out and the city. I have no leak the waterproof floors were wet underneath because my son had flooded the toilet 3 days prior I was unaware of this because they never called his guys put the flooring Over the wet floors the worker later told them about what he did and they called me to say they had to come up and be dried. I dried them and they won't return to put the flooring down. I've made several attempts phone calls text to owner his wife his son and got no return calls or text. They will not put down the flooring they took up or complete the laundry room they also tore out.

  Business response

  07/11/2024

  Unfortunately, we aren't able to reinstall flooring when there is evidence of excessive water and moisture. Your issue has been caused by excessive moisture. Professional installation includes informing the customer about issues that are discovered during the installation process, which is what we have done. We are not certified remediation specialists for the issues you need to address for your house. It would also be remiss and unethical to reinstall your floor when the moisture reads over ***, which would result in your floor failing again and the potential growth of dangerous molds. We have leant you our fans and come out several times to read your moisture levels which still read above ***. We informed you we will be able to move forward when your moisture issues have been resolved.
  Thank you

  Business response

  07/22/2024

  This is in response to **** ********* most recent complaint. As mentioned in our first response we are unable to reinstall floors when there are extremely high levels of moisture in the concrete slab. Readings should not be higher than ***, her moisture readings exceed ***. We have recommended ********* **** ********* to her to help her find where the high levels of moisture are coming from. We cannot install a moisture barrier on the floor as long as there are excessive moisture barrier or the floor as long as there are excessive moisture levels in her foundation. 

  We have loaned **** ******* a commercial air blower to assist in drying the floors. This would have solved the problem very quickly if her only problem was an overflowed toilet. The commercial fan showed very little difference which is why we recommended ********* **** ********* or a company that has special equipment to detect water leaks in a slab. **** ******* is correct in saying concrete always holds moisture and that moisture level is under ***. Her levels far exceed that to the point it is not safe or ethical to re-install floors in her hallway or utility room where moisture levels are so high that her baseboards were moldy. We have already installed floors in her Living Room, Dining Room, Kitchen, and Bedrooms.
  
  Our actions are not out of spite but out of concern for her and her family. She has told me personally and others her only concern is to get the floors put back in, even offering to sign a waiver to hold us harmless, so she can sell the house and leave the problem to someone else. Our attorneys have told us this is not an acceptable option and the high levels of moisture in her slab are not our responsibility. 

  Customer response

  08/05/2024

  **** says he has a solution but won't answer my calls. He hasn't called me since, so I'm just stuck with an unfinished job. 

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