ComplaintsforBR Flooring

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested quote to install new hardwood flooring; ****** (owner of BR Flooring) came out & looked at existing flooring, took dimensions & provided quote of $2.50/SF to do nail down install of hardwood. On approx 10/15/24 2 guys ******************* showed up & said subfloor needed to be replaced-extra $2/SF (plus materials!) and when we questioned why ****** didn't include that on the quote ***** said "****** simply doesn't know what he's doing". Called *********** suggested doing glue-down (inferior install) to get price quoted - which we agreed to (we lost home in hurricane-baby due in 6 weeks-no home-if we went with any other company that quoted we'd lose another week scheduling with them, etc) & then we were told we'd have to pay another $1200 for GLUE! Turns out we only needed $600 worth of glue (****** said we needed 12 buckets but mfr datasheet says we needed just 6). We asked that they left the buckets of glue - opened *********** each had 25-35% still inside - one had 90%. Plus we were also charged for self-leveling concrete (which ****** never mentioned. He simply said they "would ensure floor was level"). The 2 installers did the install - refused to speak to ********* ended up w/$350 worth of missing electronics. They also left trash behind & damaged our personal property by mixing leveling cement next to brand-new base trim stacked in our garage ($45/trim piece - approx 18 had cement on them!) plus personal property (daughter's brand-new ************** had glue splatter on them. We've asked ****** where our electronics (Bose speaker) went to & he claims he doesn't know. Nobody besides the floor installers were in the home and we have proof(picture) it was there before they started. We've searched the entire home and the speaker is missing. Besides $350 for speaker, we also want the extra $400 in excess glue refunded (we only paid for 10 buckets, not 12) plus $700 in damage to base trim and furniture for a total of $1450.

  Business response

  11/10/2024

  Thank you for bringing this matter to our attention. At BR Flooring, we take all customer concerns seriously and strive to provide the highest quality service. I am writing in response to the complaint submitted by Ms. ***** ******** regarding her recent flooring project.
  
  After carefully reviewing the details of the complaint, I would like to address the specific concerns raised:
  
  1. Quotation and Installation Method:
  At the beginning of the project, Ms. ******** was provided with a quote based on a nail-down installation method at a cost of $2.75 per square foot. This method was quoted based on an initial assessment. However, when our technician arrived at Ms. ********* property and thoroughly examined the condition of the subfloor, it was clear that the uneven subfloor would not support a nail-down installation without compromising the quality and longevity of the flooring.
  
  After discussing these findings with Ms. ********* we mutually agreed to proceed with a glue-down installation method. This alternative was not only more suitable for her subfloors condition but also cost less, at $2.50 per square foot. As part of this agreement, Ms. ******** was informed that the glue would need to be purchased as an additional material to complete the installation. This adjustment was necessary to ensure the integrity of the flooring installation and was agreed upon before proceeding.
  
  
  2. Glue Usage and Charges:
  For this project, we used Bostik Pro-Cure, a high-performance adhesive specifically designed for plywood subfloors. The total size of Ms. ********** project was ***** square feet. According to the manufacturers guidelines, each 4-gallon bucket of glue covers approximately ****** square feet, depending on subfloor conditions (PROOF ATTACHED). Due to the uneven nature of Ms. ********* subfloor, more adhesive was required to ensure proper leveling and secure installation of the flooring.
  
  Based on the size of the project and the subfloor condition, the use of 11.5 buckets aligns with the manufacturers coverage estimates. Additionally, the remaining half-bucket of glue was left in Ms. ********* garage for her future use.
  
  It is important to note that the glue used for this project costs at least $150 per bucket at any regular store. However, we provided this same material to *********** at a significantly reduced rate of $98 per bucket, ensuring she received the highest-quality adhesive at the best price. After Ms. ******** raised concerns regarding glue usage and costs, we also provided a discount equivalent to the cost of 2 buckets of glue as a gesture of goodwill. While this was beyond what was required for the project, we extended this discount to demonstrate our commitment to customer satisfaction.
  
  
  3. Subfloor Preparation and Self-Leveling Charges:
  During the project, we identified significant issues with Ms. ********* subfloor, which required additional preparation even for the glue-down installation method. Proper subfloor preparation is critical for ensuring a high-quality flooring installation, as an uneven surface can lead to long-term issues such as gaps, buckling, or instability.
  
  Despite the extensive preparation required, we did not charge Ms. ******** for the additional labor involved in preparing the subfloor. We only charged for three bags of self-leveling compound, a necessary material to create a smooth and stable surface. These were charged at the same price as *********** with no markup, to provide Ms. ******** with a fair and transparent cost.
  
  Self-leveling compound is a basic material required for any subfloor preparation, and it is typically the customers responsibility to supply such materials. However, in this case, we provided the compound at cost and covered the labor free of charge as part of our commitment to ensuring a quality installation without adding unnecessary financial burden to the customer.
  
  
  4. Damage to Property:
  As a company working in the construction field, we understand that unforeseen incidents can occasionally occur during the rebuilding or renovation of a ***************** and installation work often involve heavy materials, tools, and physical adjustments to the space, which can sometimes lead to minor damages.While we take every precaution to prevent such occurrences, we regret any inconvenience this may have caused Ms. ***************** We kindly request that Ms. ******** provide specific documentation, such as photographs and estimates for repairs, so we can review the matter in detail and determine an appropriate resolution. At BR Flooring, we aim to address any such concerns quickly and ensure our customers are satisfied with the final outcome of their projects.
  
  
  5. Missing Electronics:
  With over six years of experience in the flooring industry, we have always taken pride in the trust our customers place in **. We personally ensure that each customers home and personal belongings are handled with the utmost ******* this case, Ms. ********* house was fully furnished and filled with numerous personal items, many of which needed to be moved during the installation process.While it is typically the customers responsibility to clear the workspace, we moved these items free of charge to accommodate Ms. ***************** Regarding the missing speaker, when Ms. ******** inquired about its location,there was no way for our team to recall where it might have been placed, given the large volume of belongings we had to move. Furthermore, it is important to note that other contractors were working at the property simultaneously,including those performing drywall and painting services, as evidenced by the attached photographs.(PROOF ATTACHED)
  
  This is a serious accusation being made without any proof, and we believe it is unfair to hold us solely accountable for a missing item in a home where multiple contractors were present. Such claims can unjustly harm our reputation, which we have built over six years of dedicated service to our clients. We take all allegations seriously and remain open to further discussing this matter if Ms. ******** provides credible evidence or documentation to support the claim. Until such proof is presented, we respectfully ask that these accusations be reconsidered.
  
  
  We are committed to resolving this matter amicably and ensuring Ms. ********* satisfaction. To that end, we propose the following steps:
  
  - Reiterate the adjustment in installation method and pricing to reflect the subfloor conditions and mutual agreement.
  - Reiterate the justification for glue usage, supported by product specifications, the project size, and subfloor conditions.
  - Acknowledge the significantly reduced pricing provided for the glue and the goodwill discount equivalent to 2 buckets of glue.
  - Provide clarification regarding the necessity and charges for subfloor preparation and self-leveling.
  - Recognize that minor incidents can occur in the construction field and review any documented damage reports provided by *************************** that the presence of other contractors and the condition of the house contributed to the complexity of the situation regarding the missing item.
  
  We take pride in the quality of our work and our dedication to customer satisfaction. We hope this clarifies our position and demonstrates our willingness to resolve this matter amicably.
  
  Thank you for your attention to this matter. Please feel free to reach out if additional information is needed.
  
  Sincerely, 
  ****** Borges 
  Owner, BR Flooring
  
  

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