Please see attached response (Revdex.com converted from original document. See file.) Complaint Involves: Repair Issues Customer’s Statement of the Problem:Basement – This is where fire occurred. Paint and primer that was put up to seal smoke/soot is peeling from walls and ceiling....
Notified Carrara of this problem and they have not sent out anyone to review or address problem. The “peeling” paint on the ceiling was inspected by Carrara and it was determined that the paint is not peeling from the underside of the subfloor but in fact it is the rough surface of the plywood that gives the appearance of not being smooth. Kitchen – We have lost the full use of our kitchen for close to 3 years because Carrara has not completed work or the work they did needs redone. Because of this, we could not reinstall cabinets in half of the kitchen or an island. I am unclear as to what portion of an additional kitchen remodel cannot be completed due to the vinyl floor replacement. The full scope of work was originally completed back in December of 2014. Carrara initially improperly installed our dishwasher, which then leaked all over the kitchen floor causing water to seep under the new flooring. This caused the sub-flooring to warp thereby creating several humps in the kitchen floor because it was not installed properly (glued/nailed down). Carrara came out, reviewed it, and agreed to fix it. After months of trying to schedule the work, they refused to repair it. After almost two years of waiting for Carrara to repair our floors, they measured the area to be repaired and ordered the flooring. They scheduled time to come out to redo the floor the third week of April. Carrara removed the old flooring and said they repaired the subflooring where it had separated. However, the hump was still in the kitchen floor and they refused to repair it now saying they did not cause the problem, contrary to their previous admissions and agreements. We had them proceed with laying the flooring because they had our kitchen floor ripped to the boards. We learned at that time that they did not order enough flooring to complete the job. Also, when Carrara removed the baseboards to lay the floor, they damaged some of the baseboards. Carrara came to finish laying the lineloeum. The underlayment issues were reviewed and due to improperly fastening the underlayment to the subfloor. That issue was corrected prior to the install of the new flooring. The hump in the floor of the kitchen was determined to be from the original floor joists of the home and not a subfloor issue and not a part of the contracted scope of work. The area of concern in front of the dishwasher was reviewed while the vinyl floor was removed and there was no water damage caused by a leaking dishwasher. The underlayment was replaced in that area and the new floor was installed over. They replaced some of the baseboards, but left without completing it. We had to ask them to return to finish the job. They did, but it the work was poorly done. Upon review of the replaced baseboards, Carrara installed the damaged boards and failed to stain the wood on baseboards they reinstalled. Additionally, the baseboards were not aligned with the other boards and installed at an angle. When we notified the project manager, he told us that we would have to work around their schedule. We sent pictures to the owner and the project manager. We were told someone would be out to fix all of the issues. We are approaching a five-month timeframe of asking them to repair/replace the baseboards with no response from Carrara. Upon our initial meetings prior to re-installing the kitchen flooring, the homeowner expressed their concerns with a shoe moulding that was installed previously on the base. It was discussed that they would prefer to have the shoe mould removed. The conversation included dialog regarding the “look” of the baseboard once the shoe was removed and the homeowner stated they understood and would be happy with the shoe moulding being removed. The homeowner sent final pictures of the base boards on 5/12 once the damaged pieces were replaced and the old and new base did not line up properly and there were noticible gaps where the two met. Carrara has agreed to replace all of the baseboard in the kitchen with new and stained to match the rest of the house. In addition it has been agreed to install new vinyl cove base in the laundry room to replace what was there prior to the fire. Carrara has been in contact with the homeowner since 6/24 to schedule a time to come out and measure the existing moulding so materials can be ordered to install the new base. Carrara has requested meetings on 6/24, 6/25, 7/15, 7/21, and 7/22 to take these measurements and discuss the schedule. None of these days worked well for the homeowner. They also failed to install the correct threshold between rooms. Laundry Room – Failed to replace baseboards along floor. To date, no effort has been made to install it since fire. The Homeowner did mention the thresholds being an issue and Carrara agreed to replace them. Bedroom floor - Hump in our bedroom floor. New project manager first refused to repair and screwed carpet down to floor. Hump is still there. The subfloors in the bedroom were not on the estimate for the fire and not on the scope of work to replace or repair. As a courtesy to the homeowner, it was agreed with the homeowner that a top down process would be used to eliminate a loose spot in the subfloor. Carrara has gone over and above to satisfy the homeowner’s concerns in this area. This method of repairing the loose subfloor board was agreed upon by the homeowner. Bedroom ceiling – Paint is peeling, cracking and separating from bedroom ceiling. Notified Carrara of this problem and they did not send out anyone to review or address problem. In repeated visits, this concern was never brought to the attention of the Carrara representative on site. Molding around windows in numerous rooms – Due to poor workmanship, there are gaps in the molding around windows that were installed by Carrara. Every window that was replaced, required new molding. There is one or more gaps in the molding around every new window. In repeated visits, this concern was never brought to the attention of the Carrara representative on site. Desired Settlement: 1) All repairs made through by agreed upon third party at Carrara's cost. All agreed repairs (baseboards in the kitchen, vinyl cove base in the laundry room, and thresholds to the dining room and living room if not previously completed) will be completed by Carrara or a third party company contracted through Carrara to complete. 2) Compensation for loss of use of full kitchen and time expended contacting company to ask for reapirs, including days taken off work for them to address issues, some of which no one from the company showed as scheduled. Carrara has made the effort to schedule repairs and work to be performed at times that were agreed upon by the homeowner(s) to coincide with their schedules.3) Itemized statement of all work billed to Motorists Mutual and money received. This information has all been previously delivered to Motorists Insurance and to the client. This job originally closed in December of 2014.
We stand by our statement. The only additional information we say were pictures. As we indicated in our response and we indicated before the Revdex.com letter Carrara will take care of the BaseBoards. Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that Mediation is necessary.
Regards,
[redacted]
Please see attached response (Revdex.com converted from original document. See file.) Complaint Involves: Repair Issues Customer’s Statement of the Problem:Basement – This is where fire occurred. Paint and primer that was put up to seal smoke/soot is peeling from walls and ceiling....
Notified Carrara of this problem and they have not sent out anyone to review or address problem. The “peeling” paint on the ceiling was inspected by Carrara and it was determined that the paint is not peeling from the underside of the subfloor but in fact it is the rough surface of the plywood that gives the appearance of not being smooth. Kitchen – We have lost the full use of our kitchen for close to 3 years because Carrara has not completed work or the work they did needs redone. Because of this, we could not reinstall cabinets in half of the kitchen or an island. I am unclear as to what portion of an additional kitchen remodel cannot be completed due to the vinyl floor replacement. The full scope of work was originally completed back in December of 2014. Carrara initially improperly installed our dishwasher, which then leaked all over the kitchen floor causing water to seep under the new flooring. This caused the sub-flooring to warp thereby creating several humps in the kitchen floor because it was not installed properly (glued/nailed down). Carrara came out, reviewed it, and agreed to fix it. After months of trying to schedule the work, they refused to repair it. After almost two years of waiting for Carrara to repair our floors, they measured the area to be repaired and ordered the flooring. They scheduled time to come out to redo the floor the third week of April. Carrara removed the old flooring and said they repaired the subflooring where it had separated. However, the hump was still in the kitchen floor and they refused to repair it now saying they did not cause the problem, contrary to their previous admissions and agreements. We had them proceed with laying the flooring because they had our kitchen floor ripped to the boards. We learned at that time that they did not order enough flooring to complete the job. Also, when Carrara removed the baseboards to lay the floor, they damaged some of the baseboards. Carrara came to finish laying the lineloeum. The underlayment issues were reviewed and due to improperly fastening the underlayment to the subfloor. That issue was corrected prior to the install of the new flooring. The hump in the floor of the kitchen was determined to be from the original floor joists of the home and not a subfloor issue and not a part of the contracted scope of work. The area of concern in front of the dishwasher was reviewed while the vinyl floor was removed and there was no water damage caused by a leaking dishwasher. The underlayment was replaced in that area and the new floor was installed over. They replaced some of the baseboards, but left without completing it. We had to ask them to return to finish the job. They did, but it the work was poorly done. Upon review of the replaced baseboards, Carrara installed the damaged boards and failed to stain the wood on baseboards they reinstalled. Additionally, the baseboards were not aligned with the other boards and installed at an angle. When we notified the project manager, he told us that we would have to work around their schedule. We sent pictures to the owner and the project manager. We were told someone would be out to fix all of the issues. We are approaching a five-month timeframe of asking them to repair/replace the baseboards with no response from Carrara. Upon our initial meetings prior to re-installing the kitchen flooring, the homeowner expressed their concerns with a shoe moulding that was installed previously on the base. It was discussed that they would prefer to have the shoe mould removed. The conversation included dialog regarding the “look” of the baseboard once the shoe was removed and the homeowner stated they understood and would be happy with the shoe moulding being removed. The homeowner sent final pictures of the base boards on 5/12 once the damaged pieces were replaced and the old and new base did not line up properly and there were noticible gaps where the two met. Carrara has agreed to replace all of the baseboard in the kitchen with new and stained to match the rest of the house. In addition it has been agreed to install new vinyl cove base in the laundry room to replace what was there prior to the fire. Carrara has been in contact with the homeowner since 6/24 to schedule a time to come out and measure the existing moulding so materials can be ordered to install the new base. Carrara has requested meetings on 6/24, 6/25, 7/15, 7/21, and 7/22 to take these measurements and discuss the schedule. None of these days worked well for the homeowner. They also failed to install the correct threshold between rooms. Laundry Room – Failed to replace baseboards along floor. To date, no effort has been made to install it since fire. The Homeowner did mention the thresholds being an issue and Carrara agreed to replace them. Bedroom floor - Hump in our bedroom floor. New project manager first refused to repair and screwed carpet down to floor. Hump is still there. The subfloors in the bedroom were not on the estimate for the fire and not on the scope of work to replace or repair. As a courtesy to the homeowner, it was agreed with the homeowner that a top down process would be used to eliminate a loose spot in the subfloor. Carrara has gone over and above to satisfy the homeowner’s concerns in this area. This method of repairing the loose subfloor board was agreed upon by the homeowner. Bedroom ceiling – Paint is peeling, cracking and separating from bedroom ceiling. Notified Carrara of this problem and they did not send out anyone to review or address problem. In repeated visits, this concern was never brought to the attention of the Carrara representative on site. Molding around windows in numerous rooms – Due to poor workmanship, there are gaps in the molding around windows that were installed by Carrara. Every window that was replaced, required new molding. There is one or more gaps in the molding around every new window. In repeated visits, this concern was never brought to the attention of the Carrara representative on site. Desired Settlement: 1) All repairs made through by agreed upon third party at Carrara's cost. All agreed repairs (baseboards in the kitchen, vinyl cove base in the laundry room, and thresholds to the dining room and living room if not previously completed) will be completed by Carrara or a third party company contracted through Carrara to complete. 2) Compensation for loss of use of full kitchen and time expended contacting company to ask for reapirs, including days taken off work for them to address issues, some of which no one from the company showed as scheduled. Carrara has made the effort to schedule repairs and work to be performed at times that were agreed upon by the homeowner(s) to coincide with their schedules.3) Itemized statement of all work billed to Motorists Mutual and money received. This information has all been previously delivered to Motorists Insurance and to the client. This job originally closed in December of 2014.
We stand by our statement. The only additional information we say were pictures. As we indicated in our response and we indicated before the Revdex.com letter Carrara will take care of the BaseBoards. Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that Mediation is necessary.
Regards,
[redacted]