ComplaintsforNaffco

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired NAFFCO to repair damage to my floors, which consisted of 33 planks needing to be removed due to a prior incident when my fridge was moved by a handyman that unfortunately caused damage. NAFFCO accepted the job, and I paid $3,150.00 up front. They came to my home on 05/21/2024 to do the repairs. They disconnected my fridge and my water line to the fridge and moved the fridge into the hallway with their equipment. Not at any time did they tell me that they would not reconnect the water line to the fridge when they were done. They moved the fridge back into its place and left my home after they finished. I assumed the water line was reconnected and all was as it was before they moved it. But now, I'm being told by NAFFCO staff that due to possible flooding concerns or liability they won't reconnect it or move it to have it reconnected. I hired them to fix damages caused by the fridge to my floors, why in the world would they think I could just move my fridge now on new wood and reconnect it myself? They disconnected it. They already messed with the water line! They already involved themselves in this issue without any proper communication to me. I would not be writing this had I been given any information up front that they would not deal with disconnect or reconnect and it was on me to figure out. But no, they did not say a word and they disconnected it and put a fridge back against the wall they knew good and well wasn't connected to my water line. I don't even know if they shut off the water valve. I want them to come back and carefully move my fridge as they did when they put it back and reconnect my water line and put it back in the condition they found it in. I had my floors installed initially in 2018 by NAFFCO and not at any time did they say they wouldn't disconnect or connect my water line. They disconnected, moved it, and reconnected it without any issue. I referred everyone to NAFFCO. I'm so disappointed this is how I'm treated now.

  

  Business response

  05/23/2024

  Please see the attached forms that ******************* has signed on her previous job with NAFFCO.  The customer has installed with ********************** in October and November 2023 as well.  The agreement form that she signed and initialed is attached and it states in this agreement that we do not reattach water lines it is the homeowner's responsibility to have a plumber lined up once installed.  We have installed the flooring, and she has stated it looks good.  As far as the water line we cannot do that as we are not plumbers and often the waterlines are fragile and crack very easily.

   

  Customer response

  05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was notified by ***** with NAFFCO two days ago that they never disconnected the water line and only shut the water valve off, so I was able to squeeze behind the fridge and turn the water valve back on. I was able to fix it myself.  I would like to remove my complaint. I have worked with NAFFCO for 10 years, and although I wasn't too thrilled with some of the repair process communications recently, they have been very good to work with since 2014. Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Naffco was the cabinet vendor (******** Cabinetry) for my new-construction home in 2019. They have yet to complete some of the repairs/missing items from that time. I have been trying to get that done for three years. They have promised me over and over that the parts have been ordered and will be installed but that has yet to happen. In March 2022 I regrettably had to use them to to place another order for additional cabinets that would match my existing cabinets. The only other vendor for the cabinet company in this area would not return my calls, so I was only able to order the cabinets I needed through Naffco. I paid a rush fee to get those products within a few weeks (I believe it was an additional 25% of cabinet cost), and not only did they not install those on time, they ordered the wrong things. One cabinet was ordered in the wrong color. The installer said he could paint it-in a better quality than the factory-and have it done in two weeks. Not only was it not done in two weeks, the color does not match the rest of the cabinetry. At one appointment my drawer inserts had not been ordered and the installer knew nothing about them. At another appointment they had the drawer pieces in the wrong color. I allowed him to use my existing drawer front to get the job done, but the second piece was never installed and the drawer hasn't even worked properly since. One appointment I waited at home and no one even showed up that day. It's one thing after another and they have made no effort to correct or finish anything. I will be reordering these products from another vendor and will be asking for a full refund from Naffco in addition to whatever price difference there is from the other vendor. I have dozens and dozens of emails about all of this, but I am attaching just one below to establish the date of the order and the expectation that everything would be complete within just a few weeks of that order.

  

  Business response

  12/15/2022

  We would like to say we are not happy to hear this either.  We have had some turnover in the cabinet division and this job the project manager had said was completed.  We of course are reading it is not and have reached out to the customer via email.  We have every intention to take care of her cabinet job.  I have left my contact information with her to please let me know and I will be sure we address all her concerns and can only apologize for the bad information on a past project manager.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 10th 2022, I was scheduled to have Naffco floors retile my shower. When I spoke to Jay at the Brandon store, I asked if they could put in a shower rack to replace the one that they would be removing. He said, "if you buy it we will put it in." But when the project manager, Gil, came over, he said I could not buy the rack myself because of the liability and they would have to provide it. So when the installers were scheduled, I called the Naffco warehouse and spoke to Jeanine and told her to be sure the installers brought the corner shelf, window sill and the towel rack. The installers did not bring the towel rack that day or the following day. Their work had issues and Gil had to come out and look at the problem. I reminded him again about the shower rack. When the installers came back to fix the problem they still did not have the towel rack. I called the warehouse and spoke to Jeanine again. She told me they did not have a towel rack and only carried a builder grade rack. I told her I would talk to my wife because we really wanted one that would match the fixtures we just had put in. So I was told to buy one on my own so I bought a towel rack to match the fixtures. Once again the installers were scheduled to put in the rack. The installers told me they did not bring their drill and would have to call their boss to ask about how to put up the rack. They went to their truck to call and left abruptly without saying a word. I called Jeanine who did not call back. Then I called Jay and he told me once again that if I got a rack they would install it and he said I never bought one. I told him that Gill said I was not suppose to supply my own and only just recently bought a rack. I told him what the installers did and Jay emailed Jeanine and Gil and still no one called me for a week. Finally I called Jay and he said they were not going to put in the rack at all. I called and complained to Jeanine Friday the 9th. She said Gil would call me. He has not called.

  

  Business response

  08/08/2022

  Business Response /* (1000, 9, 2022/08/01) */ Mr. **** has been issued a 100.00 refund for the towel bar that we had and he did not want. He was not charged for corner shelf or the towel bar. The towel bar he purchased had to be screwed into the tile wall and the installer was not comfortable doing this install. We apologize that our salesperson misspoke as we do not install these items. Again the customer was never charged for the material or labor and was given an additional 100.00 off. Consumer Response /* (2000, 11, 2022/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩