As our company has professionals that have been in the industry for over years, they know how to properly install flooringIn this instance the customer disregards advise given from professionals did not look at product reviews, did not purchase an underlayment and primarily focused on price rather than product qualityThis is an issue of the product the customer purchasedFor this reason, it is now in B&B Structures policy not to agree to install any products without prior approval of the quality of the productAs for pricing, when the customer request for additional support (out of scope items), pricing will increaseAs for communication, when it became apparent that the homeowners were unhappy with the product they had purchased (not from our company), and had no intent to provide payment to B&B Structures for services performed- communications and resources were prioritized for our paying customers
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below No one was living in the house when the work was done and as soon as I visited and saw the flooring I texted 'Bo' Bohannon and he did not reply When Dave Bohannon came out to visit, he saw that the flooring was not installed properly He blamed the flooring as being defective As stated previously, this was a long process where we heard the workmen admit that they had put the material together incorrectly Also that there was an independent inspector sent out by the company ( [redacted] through ***) which confirmed that the flooring materials were not at fault but that it was an installation problem The inspector showed us how to fit the materials together so that they laid down flat and the ends did not stick up and separate We have pictures of the install problems and how the flooring was left taken up and not reinstalled (we have pictures of how the flooring was left in disarray)We did pay for the [redacted] Vinyl Plank Flooring Of course we did not pay for B & B structures labor (note that they had also changed the price to double the original quote which we had agreed to) since they did not install it properly, damaged many pieces of the material and finally went away leaving the flooring taken up and not installed at all On may occasions we tried to get in touch with B & B (we have phone records) and they would not answer the phone nor texts If they had done their job responsibly then why wouldn't they answer our communication attempts? Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I hope that other consumers will be warned about B & B Structures.In regards to their comments:1) They are blaming the product, but this is the most expensive material of this type that [redacted] sells (luxury vinyl plank). The independent contractor blamed the installation. The installers admitted they did not know how to install the flooring properly. B & B would not answer our calls. 2) How could we pay for the labor which was incomplete, poorly done, damaged the materials, and left us in the lurch with no communication, and our basement in a mess?! This is not how good business is done.3) Eventually, my wife and I bought some replacement pieces for the broken ones and are putting the same flooring down all by ourselves. It looks great. It just took a little time and a 5 min. 'how to' lesson from [redacted]. Please note we had no experience.
Regards,
[redacted]
As our company has professionals that have been in the industry for over 20 years, they know how to properly install flooring. In this instance the customer disregards advise given from professionals did not look at product reviews, did not purchase an underlayment and primarily focused on price rather than product quality. This is an issue of the product the customer purchased. For this reason, it is now in B&B Structures policy not to agree to install any products without prior approval of the quality of the product. As for pricing, when the customer request for additional support (out of scope items), pricing will increase. As for communication, when it became apparent that the homeowners were unhappy with the product they had purchased (not from our company), and had no intent to provide payment to B&B Structures for services performed- communications and resources were prioritized for our paying customers.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Please see the response below, please let me know of any questions.The [redacted]’s indicated to B&B Structures of their interest to...
install vinyl flooring on their basement concrete slab. They requested some pointers for picking out the flooring. It was indicated to the [redacted]’s that they should look for moisture resistant flooring, obtain a good underlayment and look at product reviews. It was also explained to them that budget friendly products are usually that way for a reason (you pay for what you get). The [redacted]’s wanted to pick out and purchase the flooring product on their own due to budget constraints ([redacted] Vinyl Plank Flooring). B&B Structures sent two individuals to install flooring for the [redacted]’s (both having more than 20 years of experience). It was requested that the [redacted]’s provide feedback while flooring was installed, none was received after day one. Install was completed on day two and the [redacted]’s requested for B&B Structures to obtain and install ¼ round as well in this area, which was completed on day two as well. Upon completion, the [redacted]’s did provide feedback of unhappiness with the flooring. Management went to the house to discuss and review the complaints. The homeowners where shown the flaws in the product that they had purchased. The [redacted]’s were adamant that we send an individual to try to fix they areas of concern. One of the original installers went to the [redacted]’s house to see if there was anything he could do. After a few hours it was reported that he did everything he could to address the areas of concern without damaging the product. The [redacted]’s had not paid B&B Structures for the installation nor materials up to this point.The [redacted]’s contacted B&B Structures again, demanding that we send resources out to remove the flooring and re-install. It was clearly indicated to the [redacted]’s that there was a high probability that flooring could be damaged by uninstalling the product and it was a high probability that the floor may not please them upon re-installation. The [redacted]’s indicated that we must send resources out to their house to make an attempt. B&B Structures sent two resources to the [redacted]’s house (one that was initially involved and a second very detail oriented, experienced carpenter). Prior to the two resources leaving it was indicated to the two resources that we may not be able to please the [redacted]’s due to the flooring product they had purchased, if there were issues to neatly stack up the material and leave the residence. The majority of the flooring was removed with care and installation began. Mrs. [redacted] begun critiquing B&B Structures resources dragging her fingernails across the flooring to identify her issues. After a few hours, one B&B Structures resource indicated “Mam, I don’t think we will be able to please you”. The work area was cleaned up and B&B Structures resources left the job site. A google search was performed and reviews were found that matched the product issues the [redacted]’s identified. It is unfortunate the product did not meet their standards, but the flooring was installed as designed. To date, the [redacted]’s have not paid anything to B&B Structures for the flooring installation nor the materials that were purchased for this task. Thank you,
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No one was living in the house when the work was done and as soon as I visited and saw the flooring I texted 'Bo' Bohannon and he did not reply. When Dave Bohannon came out to visit, he saw that the flooring was not installed properly. He blamed the flooring as being defective. As stated previously, this was a long process where we heard the workmen admit that they had put the material together incorrectly. Also that there was an independent inspector sent out by the company ([redacted] through [redacted]) which confirmed that the flooring materials were not at fault but that it was an installation problem. The inspector showed us how to fit the materials together so that they laid down flat and the ends did not stick up and separate. We have pictures of the install problems and how the flooring was left taken up and not reinstalled (we have pictures of how the flooring was left in disarray). We did pay for the [redacted] Vinyl Plank Flooring. Of course we did not pay for B & B structures labor (note that they had also changed the price to double the original quote which we had agreed to) since they did not install it properly, damaged many pieces of the material and finally went away leaving the flooring taken up and not installed at all. On may occasions we tried to get in touch with B & B (we have phone records) and they would not answer the phone nor texts. If they had done their job responsibly then why wouldn't they answer our communication attempts?
Regards,
[redacted]
As our company has professionals that have been in the industry for over years, they know how to properly install flooringIn this instance the customer disregards advise given from professionals did not look at product reviews, did not purchase an underlayment and primarily focused on price rather than product qualityThis is an issue of the product the customer purchasedFor this reason, it is now in B&B Structures policy not to agree to install any products without prior approval of the quality of the productAs for pricing, when the customer request for additional support (out of scope items), pricing will increaseAs for communication, when it became apparent that the homeowners were unhappy with the product they had purchased (not from our company), and had no intent to provide payment to B&B Structures for services performed- communications and resources were prioritized for our paying customers
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below No one was living in the house when the work was done and as soon as I visited and saw the flooring I texted 'Bo' Bohannon and he did not reply When Dave Bohannon came out to visit, he saw that the flooring was not installed properly He blamed the flooring as being defective As stated previously, this was a long process where we heard the workmen admit that they had put the material together incorrectly Also that there was an independent inspector sent out by the company ( [redacted] through ***) which confirmed that the flooring materials were not at fault but that it was an installation problem The inspector showed us how to fit the materials together so that they laid down flat and the ends did not stick up and separate We have pictures of the install problems and how the flooring was left taken up and not reinstalled (we have pictures of how the flooring was left in disarray)We did pay for the [redacted] Vinyl Plank Flooring Of course we did not pay for B & B structures labor (note that they had also changed the price to double the original quote which we had agreed to) since they did not install it properly, damaged many pieces of the material and finally went away leaving the flooring taken up and not installed at all On may occasions we tried to get in touch with B & B (we have phone records) and they would not answer the phone nor texts If they had done their job responsibly then why wouldn't they answer our communication attempts? Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I hope that other consumers will be warned about B & B Structures.In regards to their comments:1) They are blaming the product, but this is the most expensive material of this type that [redacted] sells (luxury vinyl plank). The independent contractor blamed the installation. The installers admitted they did not know how to install the flooring properly. B & B would not answer our calls. 2) How could we pay for the labor which was incomplete, poorly done, damaged the materials, and left us in the lurch with no communication, and our basement in a mess?! This is not how good business is done.3) Eventually, my wife and I bought some replacement pieces for the broken ones and are putting the same flooring down all by ourselves. It looks great. It just took a little time and a 5 min. 'how to' lesson from [redacted]. Please note we had no experience.
Regards,
[redacted]
As our company has professionals that have been in the industry for over 20 years, they know how to properly install flooring. In this instance the customer disregards advise given from professionals did not look at product reviews, did not purchase an underlayment and primarily focused on price rather than product quality. This is an issue of the product the customer purchased. For this reason, it is now in B&B Structures policy not to agree to install any products without prior approval of the quality of the product. As for pricing, when the customer request for additional support (out of scope items), pricing will increase. As for communication, when it became apparent that the homeowners were unhappy with the product they had purchased (not from our company), and had no intent to provide payment to B&B Structures for services performed- communications and resources were prioritized for our paying customers.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Please see the response below, please let me know of any questions.The [redacted]’s indicated to B&B Structures of their interest to...
install vinyl flooring on their basement concrete slab. They requested some pointers for picking out the flooring. It was indicated to the [redacted]’s that they should look for moisture resistant flooring, obtain a good underlayment and look at product reviews. It was also explained to them that budget friendly products are usually that way for a reason (you pay for what you get). The [redacted]’s wanted to pick out and purchase the flooring product on their own due to budget constraints ([redacted] Vinyl Plank Flooring). B&B Structures sent two individuals to install flooring for the [redacted]’s (both having more than 20 years of experience). It was requested that the [redacted]’s provide feedback while flooring was installed, none was received after day one. Install was completed on day two and the [redacted]’s requested for B&B Structures to obtain and install ¼ round as well in this area, which was completed on day two as well. Upon completion, the [redacted]’s did provide feedback of unhappiness with the flooring. Management went to the house to discuss and review the complaints. The homeowners where shown the flaws in the product that they had purchased. The [redacted]’s were adamant that we send an individual to try to fix they areas of concern. One of the original installers went to the [redacted]’s house to see if there was anything he could do. After a few hours it was reported that he did everything he could to address the areas of concern without damaging the product. The [redacted]’s had not paid B&B Structures for the installation nor materials up to this point.The [redacted]’s contacted B&B Structures again, demanding that we send resources out to remove the flooring and re-install. It was clearly indicated to the [redacted]’s that there was a high probability that flooring could be damaged by uninstalling the product and it was a high probability that the floor may not please them upon re-installation. The [redacted]’s indicated that we must send resources out to their house to make an attempt. B&B Structures sent two resources to the [redacted]’s house (one that was initially involved and a second very detail oriented, experienced carpenter). Prior to the two resources leaving it was indicated to the two resources that we may not be able to please the [redacted]’s due to the flooring product they had purchased, if there were issues to neatly stack up the material and leave the residence. The majority of the flooring was removed with care and installation began. Mrs. [redacted] begun critiquing B&B Structures resources dragging her fingernails across the flooring to identify her issues. After a few hours, one B&B Structures resource indicated “Mam, I don’t think we will be able to please you”. The work area was cleaned up and B&B Structures resources left the job site. A google search was performed and reviews were found that matched the product issues the [redacted]’s identified. It is unfortunate the product did not meet their standards, but the flooring was installed as designed. To date, the [redacted]’s have not paid anything to B&B Structures for the flooring installation nor the materials that were purchased for this task. Thank you,
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No one was living in the house when the work was done and as soon as I visited and saw the flooring I texted 'Bo' Bohannon and he did not reply. When Dave Bohannon came out to visit, he saw that the flooring was not installed properly. He blamed the flooring as being defective. As stated previously, this was a long process where we heard the workmen admit that they had put the material together incorrectly. Also that there was an independent inspector sent out by the company ([redacted] through [redacted]) which confirmed that the flooring materials were not at fault but that it was an installation problem. The inspector showed us how to fit the materials together so that they laid down flat and the ends did not stick up and separate. We have pictures of the install problems and how the flooring was left taken up and not reinstalled (we have pictures of how the flooring was left in disarray). We did pay for the [redacted] Vinyl Plank Flooring. Of course we did not pay for B & B structures labor (note that they had also changed the price to double the original quote which we had agreed to) since they did not install it properly, damaged many pieces of the material and finally went away leaving the flooring taken up and not installed at all. On may occasions we tried to get in touch with B & B (we have phone records) and they would not answer the phone nor texts. If they had done their job responsibly then why wouldn't they answer our communication attempts?
Regards,
[redacted]