Certified Floor Covering

I am not in total agreement with all his statements, or interpretations of events that occurred regarding the floor problem, so I will address this as best I can although it is redundant Let me state that my contention with [redacted] was never the quality of his work, I don’t doubt his Accolades or satisfied customersBut it does not justify his actions with the final failure of responding, in some timely manner, if at all, to the past incidents of events which lead me to file these complaints A family accident, graduation, etc: understandable But this is his business, and I had left messages, before & after his one particular incident, before a call was returnedBy then, I was very upset, as this was not the first time my calls were not returned A quick call back or TXT would have sufficed And again, let me state the only reason for filing these complaints is: [redacted] stated, in a TXT on 5/29/15, that he would call me end of the following week, come out and take a look, but can only warrant his installationI texted back that was fine, and I would send him a reminder TXTBut, he never called again, never came out, and never responded to my TXT to him on 6/9, 6/11, or 6/14/In my last 6/TXT, I did state we could still resolve this, but if he did not respond in days, I would file a complaintI have given him every opportunityOn 6/19/15, since he had not responded to my calls or TXT’s, and I could not find an e-mail for his company, as a consumer, a senior citizen, and as a last resort, I was left with no other choice but to file complaints with the State Licensing & the Revdex.com, with the only intent that it would get his attention to finally respond to get this issue resolvedThese are agencies to help consumersIt is the only “counsel” a consumer can take to stop the “nonsense” of feeling being taken advantage of In his Revdex.com response, he states he offered to do just that, repair, correct any part of floor he installed, which he stated on 5/ But he does not state the reason he never followed thru with this offer back on 5/29/15? This IS the only reason for filing these complaints He feels insulted, yet I do not see an explanation, admission or apology for taking any responsibility for his failure to follow thru with his word that he claims he is so willing to do in his response Sadly, this is what it took for him to respond & I feel it is the only reason he is responding at all#1: Original Estimate Date -2/26/Everything was covered with thick carpeting except kitchen, no way to know type, condition or level of sub-floor, so a ½ day job seems quick considering thisTime frame was not stated verbally or in estimate, as I would have questioned itAlso, sub-floor deflection of linoleum was not an issue with this type of flooringClearance of cabinet/refrigerator could handle a 5mm floor so plywood would not work in kitchen, but was never mentioned for other floor areasI do not remember discussing removal of any linoleumMentioned was using a leveler to bring connecting hallway to level of kitchen linoleum#2: Sub-floor is bolted to joists which are supported below by steel beams(I was not aware of “protruding” bolts until I saw the one raised bump in the new floor after the fact and was told about itThe sub-floor has to be flat, a small dime-size “vertically protruding” bolt causes a bubble & can disrupt connections of the entire length of the vinyl plank) #3: After carpeting removed, installers began to prep sub-floorShaved back some of the linoleum, and applied leveler as he statedThis required drying time then sandingMay have been the 2nd day# 4: They had to skip a day due to their prior commitmentAt this time, I tried to rectify the small bathroom floor creaking near the vent by inserting long screws into floor joists and a layer of cheap peel & stick vinyl over the floor, which improved the noiseWhen they came back out, I was finishing up on this, so they started installing the LVT plank in other areasThey did not have to wait or add a day due to my work in the bathroom as they were able to continue workingThey had to apply additional leveler in hall/dinette areas, which required more time to dryThis may have added an extra day, not sureThere was no creaking problem in hallway & very slight one in dinette near vent I commented in jest, the bathroom turned out so good, it would have also looked nice in other areas, not that it should have been done instead of the vinyl plank#5: Underlayment issuesI questioned about an underlayment hall & dinette, not kitchen since LVT could be installed over itOnly kitchen issue was clearance above the refrigerator as to other flooring optionsBoth [redacted] & his brother said they never heard of underlayment used under LVTI stated I had seen it on the Internet(I later found the underlayment specific for LVT at [redacted] ((Tranquility)) and have a sample of it)#6: By 4/8, flooring was completed The problems started a few days later which is when the rest of the ensuing communication issues began#7: All issues are listed in original complaint, along with written repair estimate from another licensed flooring companyI won’t repeat them as that would be redundant & time consumingIn regards to [redacted] ***’s further comments, in the 5/TXT, I stated nothing about removing existing LVT, installing peel & stick flooring & re-installing “at his expense” I did state however, that “whatever it takes to correct this problem, if that means putting down linoleum, so be it” As to my “dishonesty”, nothing I stated, in TXT or otherwise, is a purposely statement This is not a “Frivolous”, “Libel” or “Slanderous” complaint, and not purposely intended to “defame” this contractor It is truthful to my perceptions of the events including the very reason for the Complaint It has caused me a great deal of financial & emotional stress to have to get to this point to try to get this resolved Contractor needs to take responsibility on his part for some of these events, his original failure to keep his word, and again this time, and honor his warranty, which, by the way, I have never seen I will consider retracting these complaints after he actually makes the honest effort to resolve these issues as best as possible

my name is [redacted] sr,I have owned certified floor covering for over yrs, I have been installing flooring for over yrs, im a c.f.I certified floor Master installer # [redacted] for over yrs , I installed floors for [redacted] for years and I Won the [redacted] INSTALLER OF THE YEAR AWARD BASED ON MY CUSTOMER SURVEY SCORES!! I installed for stores from turlock ca to sacramento ca, from to installing tens of thousands of floors with out ever receiving complaint to Revdex.com or ca lic board, I understand sometimes contractors do bad work and dont respond to customers complaints,This is not the case and my record should reflect thatRegarding [redacted] and her installation project I have many issues with her statements and complaints,during the estimate, I spent well over hr at her house ( modular home) explaining to her several issues, #SUB-FLOOR DEFLECTION, #FLOOR PREP,# HEIGHT ISSUES WITH HER REFRIGERATOR.etcThis installation was scheduled for - 1/days because customer lives in the home and I wanted her to feel comfortable during the installation.on the first day we removed carpet and pad from diningroom and hallway and bathroomalong the diningroom wall and kitchen cabinet appox ft by ft of lino was sticking out of wall and from under kitchen cabinet, it was loose and curling up, so we had to remove itThis is a double wide modular home,and has a seam running the full length of the homeat the seam attaching the two sides together, at the diningroom and kitchen next to the kitchen cabinet, the kitchen side was appox 1/to 1/inch lower only at cabinet, NO WHERE ELSEI installed a mapei corp (plani- patch) leveler only at kitchen cabinet and diningroom wall where lino was curling upand only where neededduring this time I did see a few round head bolts in the diningroom to hallway area and I assume they are to fasten the sub-floor to the metal beams that support the homei did try to level as best as possible and I also did show the customer, she was very aware of all aspects of her existing sub-floor issues and I did inform her I was not responsible for any issues regarding existing sub-floor issuesi could not grind the heads off the bolts as this may cause the subfloor to loosen and cause more issuesto date I think you can maybe only see bolt under the floor we installed and it is very,very small about the size of a dimeat the end of the 1st day [redacted] pointed out to me that the bathroom subfloor near the heater vent was according to her making noise , and she asked if I could fix it, I told her there was nothing I could do with the subfloor making creaking soundsshe than stated she wanted to install a peel and stick tile in the bathroom, the 2nd day we went to her house and started laying her floor in the diningroom and hallway and kitchen area, she finished installing the peel and stick tile the the bathroom, she did a great job and it did seem to help quiet the squeaking down, she than stated she wished she had put the peel and stick tile in the diningroom and hallway, to also help with the creaking and squeaking from the existing sub-floorbut we had all ready installed the flooring thru=out the dingroom and hallway and kitchen, she stated she loved the floor and thanked me for allowing her to install the tile in the bathroom before we install the new l.v.t floorso now we had to go back for a 3rd day since she spent the 2nd day in the bathroom installing the peel and stick tileShe also was to install her own baseboards and or quarter round trim on the walls after the installationi think it was appox week or more after the installation, that she did call my home to complain stating the floor was" QUOTE" ;BUCKLING AND SEPARATING, during that time my daughter was graduating a grade in high school and was involded in a car accident inwhich she was injuredmy wife [redacted] did tell me [redacted] had called and told me to call her since she had to take my daughter to doctor appts, and make graduation plansi do admit I didnt call [redacted] back until she called my cell phone or text me I dont rememberappox 3- days later I did go the [redacted] ,s home and did notice planks that was defective, the end joint on planks looked thicker than the plank next to them, so at my time and expense, I unclicked the l.v.tin the hallway and replaced planks, at the same time I did notice that - planks appox inch wide along the hallway wall had lifted up so I re clicked them together, I than told [redacted] they will continue to unclick until she installs the baseboards or quarter round thru-out the home where we installed the new l.v.t [redacted] also mentioned when she stands at the end of the hall and looks at a angle she could see a little bump in the diningroom at hallway area Again I told her it was of the bolt heads and I did try to level it out but there was nothing better I could have did with iti did take a hand towel and hammer and try to make it % flat but it is not possible since the home has metal floor beamsshe said it was fine and again told me she wished she would have installed peel and stick tile in the diningroom and hallway before we installed the new l.v.t , so it would sound and feel as solid as the kitchen and bathroomthe customers complaint never does mention that she purchased a discontinued and clearanced L.V.T product, she also does not mention she could not purchase a thicker product due to her refrigerator and cabinet clearance issues, BUT she does mention that a new underlayment could have been installed and that I didnt mention it to her, That is and not true, at the time of the estimate I went over all scenarios and options with [redacted] and she told me new subfloor was not a option due to the height of the refrigerator, she also states she has had other contractors out to her home to inspect my work? I question that and would request her to give the Revdex.com and california state contractors license board copys of the written estimates, stating their companys name and ca lic numbers with the dates of when they was at customers house, also are any of them estimates from a lic,bonded certified floor inspector ? it is my postion that [redacted] is upset because the floor in the diningroom and hallway in her words { does not sound solid and firm like the kitchen and bathroom, I stand behind my companys spotless and zero complaints for well over yrs as a lic,bonded insured contractor, I also have all of me and [redacted] text messages, that dont put her in a postive light when it comes to her being honest, like my text to her prove, im still willing to correct,repair any part of the floor I installed, but I do request she immediately retrack her complaint to Revdex.com and calic board, what she is doing is liable and slanderous and if needed I will seek council to stop this nonsenseagain im willing to do any repairs that may be needed, but she needs to understand when she claims a floor is buckling and falling apart and it is not falling apart and is only wanting me to remove the l.v.t and allow her to install peel and stick tile than have me re-install the l.v.t at my expense, that is not a warranty nor a install issue and I expect Revdex.com and ca lic board to please step in and put a stop to this asapin closing again im willing to correct and or repair my work, on any and all jobs I have installedfriolous liable and slanderous complaint in over yrs of contracting should not require a response this long, but I want her to understand my postionthank you [redacted] sr certified floor covering ca lic # [redacted]

hello, *** I went out to ***,s home on 7/25/15, I did notice two planks that looked thicker than the rest of her floor in the hallway, I removed her transitions, removed some of the flooring and replaced the complaint areas with new planksi spent appox hrs at the customers home and I showed *** several ares in her floor where the floor is not locking together as it should, regardless this was not a floor leveling issue, nor was it a install issue, As I had allready told her and Revdex.com. The customer was very happy and did offer to pay me, I declined receiving any money*** said she would retrack her complaint on7/27/15.At this time I will consider this a closed issue and im requesting my record to reflect thisim also requesting Revdex.com and *** contact the ca lic board and has this removed from my record.thank you.*** *** ** certified floor covering

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

my name is [redacted] sr,I have owned certified floor covering for over 20 yrs, I have been installing flooring for over 31 yrs, im a c.f.I certified floor Master installer #[redacted] for over 20 yrs , I installed floors for [redacted] for 14 years and I Won the [redacted] INSTALLER OF THE YEAR...

AWARD BASED ON MY CUSTOMER SURVEY SCORES!! I installed for 6 stores from turlock ca to sacramento ca, from 2000 to 2014 installing tens of thousands of floors with out ever receiving 1 complaint to Revdex.com or ca lic board, I understand sometimes contractors do bad work and dont respond to customers complaints,This is not the case and my record should reflect that. Regarding [redacted] and her installation project I have many issues with her statements and complaints,during the estimate, I spent well over 1 hr at her house ( modular home) explaining to her several issues, #1 SUB-FLOOR DEFLECTION, #2 FLOOR PREP,# HEIGHT ISSUES WITH HER REFRIGERATOR.etc. This installation was scheduled for 1 - 1 1/2 days because customer lives in the home and I wanted her to feel comfortable during the installation.on the first day we removed carpet and pad from diningroom and hallway and bathroom. along the diningroom wall and kitchen cabinet appox 1 ft by 6 ft of lino was sticking out of wall and from under kitchen cabinet, it was loose and curling up, so we had to remove it. This is a double wide modular home,and has a seam running the full length of the home. at the seam attaching the two sides together, at the diningroom and kitchen next to the kitchen cabinet, the kitchen side was appox 1/16 to 1/4 inch lower only at cabinet, NO WHERE ELSE. I installed a mapei corp (plani- patch) leveler only at kitchen cabinet and diningroom wall where lino was curling up. and only where needed. during this time I did see a few round head bolts in the diningroom to hallway area and I assume they are to fasten the sub-floor to the metal beams that support the home. I did try to level as best as possible and I also did show the customer, she was very aware of all aspects of her existing sub-floor issues and I did inform her I was not responsible for any issues regarding existing sub-floor issues. I could not grind the heads off the bolts as this may cause the subfloor to loosen and cause more issues. to date I think you can maybe only see 1 bolt under the floor we installed and it is very,very small about the size of a dime. at the end of the 1st day [redacted] pointed out to me that the bathroom subfloor near the heater vent was according to her making noise , and she asked if I could fix it, I told her there was nothing I could do with the subfloor making creaking sounds. she than stated she wanted to install a peel and stick tile in the bathroom, the 2nd day we went to her house and started laying her floor in the diningroom and hallway and kitchen area, she finished installing the peel and stick tile the the bathroom, she did a great job and it did seem to help quiet the squeaking down, she than stated she wished she had put the peel and stick tile in the diningroom and hallway, to also help with the creaking and squeaking from the existing sub-floor. but we had all ready installed the flooring thru=out the dingroom and hallway and kitchen, she stated she loved the floor and thanked me for allowing her to install the tile in the bathroom before we install the new l.v.t floor. so now we had to go back for a 3rd day since she spent the 2nd day in the bathroom installing the peel and stick tile. She also was to install her own baseboards and or quarter round trim on the walls after the installation. I think it was appox 1 week or more after the installation, that she did call my home to complain stating the floor was" QUOTE" ;BUCKLING AND SEPARATING, during that time my 1 daughter was graduating a grade in high school and was involded in a car accident inwhich she was injured. my wife [redacted] did tell me [redacted] had called and told me to call her since she had to take my daughter to doctor appts, and make graduation plans. I do admit I didnt call [redacted] back until she called my cell phone or text me I dont remember. appox 3- 5 days later I did go the [redacted],s home and did notice 2 planks that was defective, the end joint on 2 planks looked thicker than the plank next to them, so at my time and expense, I unclicked the l.v.t. in the hallway and replaced 2 planks, at the same time I did notice that 2 - 3 planks appox 1 inch wide along the hallway wall had lifted up so I re clicked them together, I than told [redacted] they will continue to unclick until she installs the baseboards or quarter round thru-out the home where we installed the new l.v.t. [redacted] also mentioned when she stands at the end of the hall and looks at a angle she could see a little bump in the diningroom at hallway area Again I told her it was 1 of the bolt heads and I did try to level it out but there was nothing better I could have did with it. I did take a hand towel and hammer and try to make it 100 % flat but it is not possible since the home has metal floor beams. she said it was fine and again told me she wished she would have installed peel and stick tile in the diningroom and hallway before we installed the new l.v.t , so it would sound and feel as solid as the kitchen and bathroom. the customers complaint never does mention that she purchased a discontinued and clearanced L.V.T product, she also does not mention she could not purchase a thicker product due to her refrigerator and cabinet clearance issues, BUT she does mention that a new underlayment could have been installed and that I didnt mention it to her, That is false and not true, at the time of the estimate I went over all scenarios and options with [redacted] and she told me new subfloor was not a option due to the height of the refrigerator, she also states she has had 3 other contractors out to her home to inspect my work? I question that and would request her to give the Revdex.com and california state contractors license board copys of the written estimates, stating their companys name and ca lic numbers with the dates of when they was at customers house, also are any of them estimates from a lic,bonded certified floor inspector ? it is my postion that [redacted] is upset because the floor in the diningroom and hallway in her words { does not sound solid and firm like the kitchen and bathroom, I stand behind my companys spotless and zero complaints for well over 21 yrs as a lic,bonded insured contractor, I also have all of me and [redacted] text messages, that dont put her in a postive light when it comes to her being honest, like my text to her prove, im still willing to correct,repair any part of the floor I installed, but I do request she immediately retrack her complaint to Revdex.com and ca. lic board, what she is doing is liable and slanderous and if needed I will seek council to stop this nonsense. again im willing to do any repairs that may be needed, but she needs to understand when she claims a floor is buckling and falling apart and it is not falling apart and is only wanting me to remove the l.v.t and allow her to install peel and stick tile than have me re-install the l.v.t at my expense, that is not a warranty nor a install issue and I expect Revdex.com and ca lic board to please step in and put a stop to this asap. in closing again im willing to correct and or repair my work, on any and all jobs I have installed. 1 friolous liable and slanderous complaint in over 21 yrs of contracting should not require a response this long, but I want her to understand my postion. thank you. [redacted] sr certified floor covering ca lic #[redacted]

I am not in total agreement with all his statements, or interpretations of events that occurred regarding the floor problem, so I will address this as best I can although it is redundant.  Let me state that my contention with [redacted] was never the quality of his work, I don’t doubt his Accolades or satisfied customers. But it does not justify his actions with the final failure of responding, in some timely manner, if at all, to the past incidents of events which lead me to file these complaints.  A family accident, graduation, etc: understandable.  But this is his business, and I had left 3 messages, 2 before & after his one particular incident, before a call was returned. By then, I was very upset, as this was not the first time my calls were not returned.  A quick call back or TXT would have sufficed.  And again, let me state the only reason for filing these complaints is: [redacted] stated, in a TXT on 5/29/15, that he would call me end of the following week, come out and take a look, but can only warrant his installation. I texted back that was fine, and I would send him a reminder TXT. But, he never called again, never came out, and never responded to my TXT to him on 6/9, 6/11, or 6/14/15. In my last 6/14 TXT, I did state we could still resolve this, but if he did not respond in 2 days, I would file a complaint. I have given him every opportunity. On 6/19/15, since he had not responded to my calls or TXT’s, and I could not find an e-mail for his company, as a consumer, a senior citizen, and as a last resort, I was left with no other choice but to file complaints with the State Licensing & the Revdex.com, with the only intent that it would get his attention to finally respond to get this issue resolved. These are agencies to help consumers. It is the only “counsel” a consumer can take to stop the “nonsense” of feeling being taken advantage of.  In his Revdex.com response, he states he offered to do just that, repair, correct any part of floor he installed, which he stated on 5/29.  But he does not state the reason he never followed thru with this offer back on 5/29/15? This IS the only reason for filing these complaints.  He feels insulted, yet I do not see an explanation, admission or apology for taking any responsibility for his failure to follow thru with his word that he claims he is so willing to do in his response.  Sadly, this is what it took for him to respond & I feel it is the only reason he is responding at all. #1: Original Estimate Date -2/26/15. Everything was covered with thick carpeting except kitchen, no way to know type, condition or level of sub-floor, so a 1 ½ day job seems quick considering this. Time frame was not stated verbally or in estimate, as I would have questioned it. Also, sub-floor deflection of linoleum was not an issue with this type of flooring. Clearance of cabinet/refrigerator could handle a 5mm floor so plywood would not work in kitchen, but was never mentioned for other floor areas. I do not remember discussing removal of any linoleum. Mentioned was using a leveler to bring connecting hallway to level of kitchen linoleum. #2: Sub-floor is bolted to joists which are supported below by steel beams. (I was not aware of “protruding” bolts until I saw the one raised bump in the new floor after the fact and was told about it. The sub-floor has to be flat, a small dime-size “vertically protruding” bolt causes a bubble & can disrupt connections of the entire length of the vinyl plank).  #3: After carpeting removed, installers began to prep sub-floor. Shaved back some of the linoleum, and applied leveler as he stated. This required drying time then sanding. May have been the 2nd day. # 4: They had to skip a day due to their prior commitment. At this time, I tried to rectify the small bathroom floor creaking near the vent by inserting long screws into floor joists and a layer of cheap peel & stick vinyl over the floor, which improved the noise. When they came back out, I was finishing up on this, so they started installing the LVT plank in other areas. They did not have to wait or add a day due to my work in the bathroom as they were able to continue working. They had to apply additional leveler in hall/dinette areas, which required more time to dry. This may have added an extra day, not sure. There was no creaking problem in hallway & very slight one in dinette near vent.  I commented in jest, the bathroom turned out so good, it would have also looked nice in other areas, not that it should have been done instead of the vinyl plank. #5: Underlayment issues. I questioned about an underlayment hall & dinette, not kitchen since LVT could be installed over it. Only kitchen issue was clearance above the refrigerator as to other flooring options. Both [redacted] & his brother said they never heard of underlayment used under LVT. I stated I had seen it on the Internet. (I later found the underlayment specific for LVT at [redacted] ((Tranquility)) and have a sample of it). #6:  By 4/8, flooring was completed.  The problems started a few days later which is when the rest of the ensuing communication issues began. #7: All issues are listed in original complaint, along with written repair estimate from another licensed flooring company. I won’t repeat them as that would be redundant & time consuming. In regards to [redacted]’s further comments, in the 5/29 TXT, I stated nothing about removing existing LVT, installing peel & stick flooring & re-installing  “at his expense”.  I did state however, that “whatever it takes to correct this problem, if that means putting down linoleum, so be it”.  As to my “dishonesty”, nothing I stated, in TXT or otherwise, is a purposely false statement.  This is not a “Frivolous”, “Libel” or “Slanderous” complaint, and not purposely intended to “defame” this contractor.  It is truthful to my perceptions of the events including the very reason for the Complaint.  It has caused me a great deal of financial & emotional stress to have to get to this point to try to get this resolved.   Contractor needs to take responsibility on his part for some of these events, his original failure to keep his word, and again this time, and honor his warranty, which, by the way, I have never seen.  I will consider retracting these complaints after he actually makes the honest effort to resolve these issues as best as possible.

Review: On 4/6/15, [redacted] & brother [redacted],removed existing carpeting from dinette, hall & bathroom.To replace with 4.2mm LVT (Luxury Vinyl Tile)Plank flooring in same areas including kitchen. This a click-lock flooring, not a glue down.It can be un-done to replace or remove, which is why it is so popular. Kitchen had linoleum which would be tiled over with LVT. Balance of floors were original wood sub-floors. Hallway next to kitchen would have to be leveled somewhat to bring up to the kitchen level, which was not unusual. Contractor used a leveling product on some areas in hall & job completed 4/9/15. A few days later, noticed some planks in hallway raising & buckling at ends & concaving mid-plank. Makes a "crackling" sound when walking on them. This is due to areas not making contact with sub-floor when walking on them due to un-level areas below. All the other areas of flooring installed, kitchen, bath & dinette, are good. I later had 3 other contractors out to evaluate. All agreed hallway not properly leveled as well as what else may be causing the problems. Other planks are now disconnecting. After several TXT's, [redacted] said would come back after 6/5 to check out. Says he's only responsible for his "installation", not the floor. He never came out, never called back, never responded to my calls or text's on his cell. Throughout this experience, there was a lack of response to many calls I left, mainly on office #. I have expressed my dissatisfaction of their customer service to him which offended him. From 5/29 to 6/19/15 (my last TXT to him),& to date, 7/1/15, I have not received any communication from him in regards to this repair. I feel he does not want to have to deal with whatever it takes to do any changes to the floor, but he is the only one that can correct it. I cannot afford to hire another contractor, & I would not be able to sell this house with the hallway floor in this condition. I have also filed a complaint with the State Licensing Board.Desired Settlement: I want this contractor to properly correct this hallway flooring problem. When he did the estimate, he stated the floor needed leveling, as did all the others. (All stated the floor needed to be prepped properly prior to installation). If he felt it wouldn't have a good outcome, he should have declined. I put my faith in him to do this job. After the problems started, I later told him we needed to do whatever it would take to repair the hallway area. I expect him to honor his profession.

Business

Response:

my name is [redacted] sr,I have owned certified floor covering for over 20 yrs, I have been installing flooring for over 31 yrs, im a c.f.I certified floor Master installer #[redacted] for over 20 yrs , I installed floors for [redacted] for 14 years and I Won the [redacted] INSTALLER OF THE YEAR AWARD BASED ON MY CUSTOMER SURVEY SCORES!! I installed for 6 stores from turlock ca to sacramento ca, from 2000 to 2014 installing tens of thousands of floors with out ever receiving 1 complaint to Revdex.com or ca lic board, I understand sometimes contractors do bad work and dont respond to customers complaints,This is not the case and my record should reflect that. Regarding [redacted] and her installation project I have many issues with her statements and complaints,during the estimate, I spent well over 1 hr at her house ( modular home) explaining to her several issues, #1 SUB-FLOOR DEFLECTION, #2 FLOOR PREP,# HEIGHT ISSUES WITH HER REFRIGERATOR.etc. This installation was scheduled for 1 - 1 1/2 days because customer lives in the home and I wanted her to feel comfortable during the installation.on the first day we removed carpet and pad from diningroom and hallway and bathroom. along the diningroom wall and kitchen cabinet appox 1 ft by 6 ft of lino was sticking out of wall and from under kitchen cabinet, it was loose and curling up, so we had to remove it. This is a double wide modular home,and has a seam running the full length of the home. at the seam attaching the two sides together, at the diningroom and kitchen next to the kitchen cabinet, the kitchen side was appox 1/16 to 1/4 inch lower only at cabinet, NO WHERE ELSE. I installed a mapei corp (plani- patch) leveler only at kitchen cabinet and diningroom wall where lino was curling up. and only where needed. during this time I did see a few round head bolts in the diningroom to hallway area and I assume they are to fasten the sub-floor to the metal beams that support the home. I did try to level as best as possible and I also did show the customer, she was very aware of all aspects of her existing sub-floor issues and I did inform her I was not responsible for any issues regarding existing sub-floor issues. I could not grind the heads off the bolts as this may cause the subfloor to loosen and cause more issues. to date I think you can maybe only see 1 bolt under the floor we installed and it is very,very small about the size of a dime. at the end of the 1st day [redacted] pointed out to me that the bathroom subfloor near the heater vent was according to her making noise , and she asked if I could fix it, I told her there was nothing I could do with the subfloor making creaking sounds. she than stated she wanted to install a peel and stick tile in the bathroom, the 2nd day we went to her house and started laying her floor in the diningroom and hallway and kitchen area, she finished installing the peel and stick tile the the bathroom, she did a great job and it did seem to help quiet the squeaking down, she than stated she wished she had put the peel and stick tile in the diningroom and hallway, to also help with the creaking and squeaking from the existing sub-floor. but we had all ready installed the flooring thru=out the dingroom and hallway and kitchen, she stated she loved the floor and thanked me for allowing her to install the tile in the bathroom before we install the new l.v.t floor. so now we had to go back for a 3rd day since she spent the 2nd day in the bathroom installing the peel and stick tile. She also was to install her own baseboards and or quarter round trim on the walls after the installation. I think it was appox 1 week or more after the installation, that she did call my home to complain stating the floor was" QUOTE" ;BUCKLING AND SEPARATING, during that time my 1 daughter was graduating a grade in high school and was involded in a car accident inwhich she was injured. my wife [redacted] did tell me [redacted] had called and told me to call her since she had to take my daughter to doctor appts, and make graduation plans. I do admit I didnt call [redacted] back until she called my cell phone or text me I dont remember. appox 3- 5 days later I did go the [redacted],s home and did notice 2 planks that was defective, the end joint on 2 planks looked thicker than the plank next to them, so at my time and expense, I unclicked the l.v.t. in the hallway and replaced 2 planks, at the same time I did notice that 2 - 3 planks appox 1 inch wide along the hallway wall had lifted up so I re clicked them together, I than told [redacted] they will continue to unclick until she installs the baseboards or quarter round thru-out the home where we installed the new l.v.t. [redacted] also mentioned when she stands at the end of the hall and looks at a angle she could see a little bump in the diningroom at hallway area Again I told her it was 1 of the bolt heads and I did try to level it out but there was nothing better I could have did with it. I did take a hand towel and hammer and try to make it 100 % flat but it is not possible since the home has metal floor beams. she said it was fine and again told me she wished she would have installed peel and stick tile in the diningroom and hallway before we installed the new l.v.t , so it would sound and feel as solid as the kitchen and bathroom. the customers complaint never does mention that she purchased a discontinued and clearanced L.V.T product, she also does not mention she could not purchase a thicker product due to her refrigerator and cabinet clearance issues, BUT she does mention that a new underlayment could have been installed and that I didnt mention it to her, That is false and not true, at the time of the estimate I went over all scenarios and options with [redacted] and she told me new subfloor was not a option due to the height of the refrigerator, she also states she has had 3 other contractors out to her home to inspect my work? I question that and would request her to give the Revdex.com and california state contractors license board copys of the written estimates, stating their companys name and ca lic numbers with the dates of when they was at customers house, also are any of them estimates from a lic,bonded certified floor inspector ? it is my postion that [redacted] is upset because the floor in the diningroom and hallway in her words { does not sound solid and firm like the kitchen and bathroom, I stand behind my companys spotless and zero complaints for well over 21 yrs as a lic,bonded insured contractor, I also have all of me and [redacted] text messages, that dont put her in a postive light when it comes to her being honest, like my text to her prove, im still willing to correct,repair any part of the floor I installed, but I do request she immediately retrack her complaint to Revdex.com and ca. lic board, what she is doing is liable and slanderous and if needed I will seek council to stop this nonsense. again im willing to do any repairs that may be needed, but she needs to understand when she claims a floor is buckling and falling apart and it is not falling apart and is only wanting me to remove the l.v.t and allow her to install peel and stick tile than have me re-install the l.v.t at my expense, that is not a warranty nor a install issue and I expect Revdex.com and ca lic board to please step in and put a stop to this asap. in closing again im willing to correct and or repair my work, on any and all jobs I have installed. 1 friolous liable and slanderous complaint in over 21 yrs of contracting should not require a response this long, but I want her to understand my postion. thank you. [redacted] sr certified floor covering ca lic #[redacted]

Consumer

Response:

I am not in total agreement with all his statements, or interpretations of events that occurred regarding the floor problem, so I will address this as best I can although it is redundant. Let me state that my contention with [redacted] was never the quality of his work, I don’t doubt his Accolades or satisfied customers. But it does not justify his actions with the final failure of responding, in some timely manner, if at all, to the past incidents of events which lead me to file these complaints. A family accident, graduation, etc: understandable. But this is his business, and I had left 3 messages, 2 before & after his one particular incident, before a call was returned. By then, I was very upset, as this was not the first time my calls were not returned. A quick call back or TXT would have sufficed. And again, let me state the only reason for filing these complaints is: [redacted] stated, in a TXT on 5/29/15, that he would call me end of the following week, come out and take a look, but can only warrant his installation. I texted back that was fine, and I would send him a reminder TXT. But, he never called again, never came out, and never responded to my TXT to him on 6/9, 6/11, or 6/14/15. In my last 6/14 TXT, I did state we could still resolve this, but if he did not respond in 2 days, I would file a complaint. I have given him every opportunity. On 6/19/15, since he had not responded to my calls or TXT’s, and I could not find an e-mail for his company, as a consumer, a senior citizen, and as a last resort, I was left with no other choice but to file complaints with the State Licensing & the Revdex.com, with the only intent that it would get his attention to finally respond to get this issue resolved. These are agencies to help consumers. It is the only “counsel” a consumer can take to stop the “nonsense” of feeling being taken advantage of. In his Revdex.com response, he states he offered to do just that, repair, correct any part of floor he installed, which he stated on 5/29. But he does not state the reason he never followed thru with this offer back on 5/29/15? This IS the only reason for filing these complaints. He feels insulted, yet I do not see an explanation, admission or apology for taking any responsibility for his failure to follow thru with his word that he claims he is so willing to do in his response. Sadly, this is what it took for him to respond & I feel it is the only reason he is responding at all. #1: Original Estimate Date -2/26/15. Everything was covered with thick carpeting except kitchen, no way to know type, condition or level of sub-floor, so a 1 ½ day job seems quick considering this. Time frame was not stated verbally or in estimate, as I would have questioned it. Also, sub-floor deflection of linoleum was not an issue with this type of flooring. Clearance of cabinet/refrigerator could handle a 5mm floor so plywood would not work in kitchen, but was never mentioned for other floor areas. I do not remember discussing removal of any linoleum. Mentioned was using a leveler to bring connecting hallway to level of kitchen linoleum. #2: Sub-floor is bolted to joists which are supported below by steel beams. (I was not aware of “protruding” bolts until I saw the one raised bump in the new floor after the fact and was told about it. The sub-floor has to be flat, a small dime-size “vertically protruding” bolt causes a bubble & can disrupt connections of the entire length of the vinyl plank). #3: After carpeting removed, installers began to prep sub-floor. Shaved back some of the linoleum, and applied leveler as he stated. This required drying time then sanding. May have been the 2nd day. # 4: They had to skip a day due to their prior commitment. At this time, I tried to rectify the small bathroom floor creaking near the vent by inserting long screws into floor joists and a layer of cheap peel & stick vinyl over the floor, which improved the noise. When they came back out, I was finishing up on this, so they started installing the LVT plank in other areas. They did not have to wait or add a day due to my work in the bathroom as they were able to continue working. They had to apply additional leveler in hall/dinette areas, which required more time to dry. This may have added an extra day, not sure. There was no creaking problem in hallway & very slight one in dinette near vent. I commented in jest, the bathroom turned out so good, it would have also looked nice in other areas, not that it should have been done instead of the vinyl plank. #5: Underlayment issues. I questioned about an underlayment hall & dinette, not kitchen since LVT could be installed over it. Only kitchen issue was clearance above the refrigerator as to other flooring options. Both [redacted] & his brother said they never heard of underlayment used under LVT. I stated I had seen it on the Internet. (I later found the underlayment specific for LVT at [redacted] ((Tranquility)) and have a sample of it). #6: By 4/8, flooring was completed. The problems started a few days later which is when the rest of the ensuing communication issues began. #7: All issues are listed in original complaint, along with written repair estimate from another licensed flooring company. I won’t repeat them as that would be redundant & time consuming. In regards to [redacted]’s further comments, in the 5/29 TXT, I stated nothing about removing existing LVT, installing peel & stick flooring & re-installing “at his expense”. I did state however, that “whatever it takes to correct this problem, if that means putting down linoleum, so be it”. As to my “dishonesty”, nothing I stated, in TXT or otherwise, is a purposely false statement. This is not a “Frivolous”, “Libel” or “Slanderous” complaint, and not purposely intended to “defame” this contractor. It is truthful to my perceptions of the events including the very reason for the Complaint. It has caused me a great deal of financial & emotional stress to have to get to this point to try to get this resolved. Contractor needs to take responsibility on his part for some of these events, his original failure to keep his word, and again this time, and honor his warranty, which, by the way, I have never seen. I will consider retracting these complaints after he actually makes the honest effort to resolve these issues as best as possible.

Business

Response:

hello, [redacted] I went out to [redacted],s home on 7/25/15, I did notice two planks that looked thicker than the rest of her floor in the hallway, I removed her transitions, removed some of the flooring and replaced the complaint areas with new planks. I spent appox 4 hrs at the customers home and I showed [redacted] several ares in her floor where the floor is not locking together as it should, regardless this was not a floor leveling issue, nor was it a install issue, As I had allready told her and Revdex.com. The customer was very happy and did offer to pay me, I declined receiving any money. [redacted] said she would retrack her complaint on7/27/15.At this time I will consider this a closed issue and im requesting my record to reflect this. im also requesting Revdex.com and [redacted] contact the ca lic board and has this removed from my record.