Dillabaugh's Flooring America & Design

Dillabaugh’s still stands by its stance that we did everything that the [redacted] asked of us in performing this repairToday, the [redacted] sent an invoice for $for Dillabaugh's to pay someone else to do the work they're wanting We will pay this invoice out of goodwill to close this complaint

Complaint: [redacted] I am rejecting this response because their work on a brand new home was completely unacceptable: The response from Dillabaugh's is inaccurate: the complaint about the pooling water on in the shower originated immediately after the buyer moved in; the grout around the repair was darker, not even a close match to the existing grout, if the same grout been used, it would matchDuring the "repair" they failed to remove enough of the depressed tiles to stop the pooling The remaining few depressed tiles need to be corrected, the grout around the "repair" needs to be changed to the right color, and the cracked tile needs to be replaced Sincerely, [redacted]

In regards to this particular claim, both Tim S [redacted] (the sales professional) and the installer met with [redacted] on site at the time of the repair and explained to [redacted] that to accomplish what he was asking to do, there would be lippage on a tileThis had to be done so that things would drain accordingly while at the same time the waterproofing wouldn’t be sacrificed It was also explained to him that because this tile had been installed nearly a year prior, that being able to match the grout would be impossible Despite informing [redacted] of both of these issues, [redacted] informed Tim to proceed We did, both of the things that we informed him would happen did happen, and now they don’t like the result In regards to the cracked baseboard tile, the first we knew of this was in the Revdex.com complaint and neither Tim, nor the installer, recall any such tile being cracked prior to them leaving this repair

While we certainly feel for [redacted] 's struggle with the floors and tile, we've visited with him on numerous occasions both in the store and in his home to address these In all, four different representatives from Dillabaugh's have attempted to help [redacted] selected a high sheen floor that requires maintenance that he wasn't performing; however, we discussed this with him in his home on how to help maintain it moving forward In regard to the tile, [redacted] requested a friend to install his tile and, prior to allowing us the chance to look at it, tore tile off of the wall in an attempt to find a cause of the grout cracking This decision to take the tile off and damage the shower himself, along with the fact that the warranty provided by his homebuilder has passed, leads to my request for the Revdex.com to please dismiss this claim

Unfortunately, the version of events as *** has laid them out isn’t entirely accurateI heard nothing about this job prior to an email dated March 9, and have never once, as the owner of the company, told them we wouldn’t help because this was a “site condition”, even though it truly is
The concern I have is that the *** are inaccurately depicting things that I never said in an attempt to slander our reputation.
In looking at the situation, these four boards that are coming up are actually from a repair that we were called out to work on already We did this as part of another repair at a financial loss to our company in good willWe have helped previously at our expense and its unfair to say that Dillabaugh’s is unwilling to help when the complaint is for a repair to a repair When the humidity levels in the home weren’t maintained, the boards shrunk When we install new boards, we are careful to abide by the National Wood Flooring Association standards of installation We measure the moisture content in the wood and the sub floor before installing and if they’re within tolerance we proceed In this case, they were within tolerance.
The original job was performed in June and the repair was done in July of There was nothing wrong with the repair until it was reported in December of 2015, which is generally the time that relative humidity drops and floors start to shrink Since the relative humidity levels in the home were not maintained, the repair began to fail This is a job-site condition and nothing that Dillabaugh has caused This is very common in hardwood floors in our geographic area Its also something that’s not covered by warranty as relative humidity is not something that Dillabaugh’s controls.
With all that said and despite the unfair accusations, we are still willing to help participate in resolving this solution but we won’t do it at our expense as at some point the consumer must take responsibility for maintaining standards in the home. According to our hardwood manager, Kelley, the hard cost to get this accomplished is roughly $450. We’d be willing to do this repair for our cost and not make money on it, as an act of good will to get this repaired. However, in so doing, we ask that the humidity levels of the home are maintained and the homeowner take responsibility for their floor
Casey D***
President
Dillabaugh’s Flooring America

Complaint: ***I am rejecting this response because:
We have done business with Dillabaugh's for many years and are not interested in harming their reputation, as it reflects poorly on us as well for selecting them to do our workBoth of our issues (complaint #*** and #***) are warranty issues that need to be resolvedSincerely,*** ***

Complaint: ***
I am rejecting this response because:It is not true that I damaged floor with cleaning because I complained about problems before moving into my houseDIllabaug's has tried to elimenet the problem but did not fix all of the problems.How could I cause the bumps when Dillabaug,s never fixed it.I know that the warranty is months but I,m thinking that reputable company should not allow such a large problem to raise in the second year of moving into a house.The tiles were not done by my friend but by Dillabaug,s Fooring America,s contractorOnly a few tiles are removed because they are divided from wall.There are photos from inspector from my insurance company whospecificly said that the problem was with the installationOn my house I have only had a problem with Dillabaug,s Flooring America
Sincerely,
*** ***

Complaint: ***I am rejecting this response because their work on a brand new home was completely unacceptable:
The response from Dillabaugh's is inaccurate: the complaint about the pooling water on in the shower originated immediately after the buyer moved in; the grout around the repair was darker, not even a close match to the existing grout, if the same grout been used, it would matchDuring the "repair" they failed to remove enough of the depressed tiles to stop the pooling
The remaining few depressed tiles need to be corrected, the grout around the "repair" needs to be changed to the right color, and the cracked tile needs to be replaced
Sincerely,*** ***

While we certainly feel for ***'s struggle with the floors and tile, we've visited with him on numerous occasions both in the store and in his home to address these In all, four different representatives from Dillabaugh's have attempted to help *** selected a high sheen floor
that requires maintenance that he wasn't performing; however, we discussed this with him in his home on how to help maintain it moving forward In regard to the tile, *** requested a friend to install his tile and, prior to allowing us the chance to look at it, tore tile off of the wall in an attempt to find a cause of the grout cracking This decision to take the tile off and damage the shower himself, along with the fact that the warranty provided by his homebuilder has passed, leads to my request for the Revdex.com to please dismiss this claim

Dillabaugh’s still stands by its stance that we did everything that the *** asked of us in performing this repairToday, the *** sent an invoice for $for Dillabaugh's to pay someone else to do the work they're wanting We will pay this invoice out of goodwill to close this complaint

In regards to this particular claim, both Tim S*** (the sales professional) and the installer met with *** *** on site at the time of the repair and explained to *** that to accomplish what he was asking to do, there would be lippage on a tileThis had to be done so that things would
drain accordingly while at the same time the waterproofing wouldn’t be sacrificed It was also explained to him that because this tile had been installed nearly a year prior, that being able to match the grout would be impossible Despite informing *** of both of these issues, *** informed Tim to proceed We did, both of the things that we informed him would happen did happen, and now they don’t like the result In regards to the cracked baseboard tile, the first we knew of this was in the Revdex.com complaint and neither Tim, nor the installer, recall any such tile being cracked prior to them leaving this repair