The Home Service Store, Inc.

Ms. [redacted] notified Installation [redacted] of her concerns that the sink wasn't reinstalled. Ms. [redacted] later advised that she had already had the sink reinstalled. IME explained to Ms. [redacted] that her contract did not include the removal and reinstallation of the sink, and that if the tile...

installation changed the height of the sink to the original plumbing, a licensed NC plumber would have to do the work. Ms. [redacted] requested this information in writing and [redacted] sent this to her on 03/08/2018. [redacted] spoke with [redacted] and they advised they had two separate appointments with Ms. [redacted] for a plumber to reinstall the sink and both appointments were canceled. Upon trying to reschedule with Ms. [redacted], [redacted] received no response. Ms. [redacted] requested her signed completion paperwork from [redacted] which confirms her satisfactory completion of the installation, which was sent to her on 03/12/2018. IME asked Ms. [redacted] what she was looking for to resolve the claim on 03/12/2018 and Ms. [redacted] responded advising she would like to process her final payment.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
"An issue was also found within the home, and the floor is not being properly maintained by the homeowner and it was found that the gapping was a result of environmental changes within the home since the installation was completed. " The quoted statement is not factual. There is not one place in the report where it states it is not properly being maintained. Additionally after speaking with the manufacturer of the flooring they are concerned and do not believe the gaps to be seasonal either based on the moisture readings from installation and from the inspection report. They specifically indicated that increased moisture readings from install to inspection as well as the install time in February to now being in late May I should not have gapping. Seasonal gapping occurs when humidity and thus moisture decrease and the boards shrink. In my case the boards should only be expanding. Further the manufacturer was concerned due to the leveling issues of the floor and indicated that they could be contributing to excessive gapping as the area of most concern was not properly leveled. The report also left out edge lifting that was found. I have also brought an additional issue to the attention of HSS and it seems they don't want to acknowledge the floor was not installed to the manufacturer guidelines for level (this is the installers job to notify the homeowner and discuss options for leveling, leveling was in my quote but taken off and never completed as the installers claimed there wouldn't be an issue. I know have cracks forming in the middle of one board and provided photos to HSS with a 4 foot level to show the issue. I have attachedone to this resposne.I am seeking proper remediation of the issues in a way that does not detract from how the floor should look on a new proper installation. Further, I am not preventing anyone from repairing the floor to what should have been expected on the initial install. I am not accepting replacing boards individually and face nailing them when they are in the middle of the rooms the floor is installed in. This affects the appearance of the floor. Additionally HSS has not discussed with the inspector or the installer the additional issues that were found that certainly 
Regards,
[redacted]

On 4/18/2016 we purchased flooring and all supplies including [redacted] from [redacted] located in Williston, VT. We discussed our project with the staff at the store and told them we wanted one continuous floor throughout our 1st floor but also stated we would do it in two phases since it was such a big area. The home service store contracted our project to [redacted] of [redacted]. On the first morning of installation [redacted] showed up alone stating his helper had an emergency. [redacted] told us he was not going to do a glue down and that he was going to do a floating floor and that we would not know the difference unless we were flooring professionals. He advised us to return the [redacted] and he proceeded to sell us underlayment out of his truck. We also had to drive to the flooring store that morning to purchase the glue he needed to edge glue our floor together. We made [redacted] aware again that this was phase 1 of a 2 phase project and that it would not affect or interfere with having an open concept, continuous floor on our 1st floor. [redacted] proceeded to install phase 1 of our project which included 3 rooms in our home...entryway, laundry room and living room. Upon completion and final billing....we were charged for a full glue down. We had to file a complaint with the Revdex.com in order to get The Home Service Store to refund the difference. That was after several calls and complaints and them not wanting to credit us. On 10/16/2016 we purchased the rest of the materials needed to finish phase 2 of the 1st floor flooring. We instructed The Home Service Store that we did not want [redacted] from [redacted] to finish our install as we were not happy with his work and the fact that he charged us for work that he did not perform. The Home Service Store advised us to use [redacted] from The [redacted]. On 1/30/17 [redacted] arrived to install phase 2 of our 1st floor flooring. Before [redacted] started his share of the job we showed him some of the work that had been performed by the previous installer. ie: boards separating and gaps. [redacted] stated that some of it is normal but in one area he said it was "extreme" and that the floor was installed incorrectly. He stated that when a floating floor is installed in multiple rooms there needs to be a transition piece. There were no transition pieces installed. He went on to inform us that in order to avoid transition pieces we needed to do a full glue down floor. A full glue down is what we started out with but was advised by a flooring professional/installer that it would not make a difference for our project and that an edge glue would be easier and quicker for him to do since he was working alone. He never stated to us that we would need transitions moving moving forward on phase 2 nor did he install any transitions on phase 1 which is the correct application method. We reached out to The Home Service Store on 1/30/17 and spoke with [redacted] who also confirmed to us that with an edge glue floor there needs to be transitions. A full glue down does not require transitions which is what we were sold in the beginning and thought we were receiving. [redacted] stated that there was no manager on duty until today 1/31/17 and that someone by the name of [redacted] would be in contact with us to resolve our complaint. We received no call as of 1pm so we reached out to them again and had to leave a message. As of right now Phase 1 of our project was installed incorrectly and we have floor boards separating and Phase 2 which includes our kitchen/dining room is incomplete. We currently have concrete floors and all of our furniture/appliances are moved out because the floor was suppose to be installed on Monday. We do not have a usable kitchen or dining room while we await a resolve from The Home Service StoreOur entire flooring project needs to be removed and started over with the correct application...the one we purchased...and finished correctly. We bought a full glue down floor and that is what we want.

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Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The customer entered into a contract with [redacted] of Rockville, MD. The manufacturer [redacted] subcontracted the delivery of customers materials that do curbside delivery only. [redacted] agreed to send someone from their company to the customers home to unload the material into the...

garage free of charge. The material was not stacked neatly so  [redacted] sent someone the following day to stack the wood from the garage into the home. The customer did not like that [redacted] subcontracts some of their work to other installation companies and agreed to end the contract with the customer on 5/15/15. The customer received a full refund for the deposit paid to The Home Service Store and an additional $250 in compensation for his inconvenience. When the customer contacted HSS 7/13/15 regarding  missing material we confirmed with [redacted]’s driver that he did put the material in the garage and signed off on the bill of laden that all materials were unloaded from the truck into the customers garage. The customer also advised there were other tradesmen on site that confirmed seeing the material go into the garage and then into the home. It was explained to the customer that unfortunately 2 months had passed since ending the contract and that he had multiple other tradesmen on site during this time that we couldn’t accuse All Wood of stealing the product with no evidence.  It was explained to the customer that if All Wood had completed the job and then was short of material they would then be responsible to replace it. Unfortunately, the customer’s general contractor or new flooring installer didn’t confirm the amount of material prior to starting the install and that we couldn’t speak to how the floor was being installed and how much waste the new flooring installer had.  HSS has apologized to the customer for the inconvenience but unfortunately couldn’t help as the contract was no longer with All Wood.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. The received response from the Home Service Store is completely untrue.  As of today, we have not heard back from Amec nor did they come out to our home to assess the cracked tile.  The cracked tile is caused from improper installation.  The location of the cracked tile is not in an area where we could have dropped any items.  It's around the toilet and next to the sink.  I am referring to my powder bathroom.  Also, these are high grade tiles and aren't easily cracked.  We believe the crack is from improper cut of the tile and from the weight of the toilet when it was placed on the tile during installation.  If pictures are required to substantiate our claim, we are more than happy to furnish.  We were promised that Amec provides one year warranty on workmanship and it doesn't seem to be the case here.
Regards,
[redacted]

After further review of the claim file, Mr. [redacted] had an installation completed through [redacted] and The Home Service Store on May of 2015. Mr. [redacted] accepted the installation quote of $1,170.00 and signed an installation contract with [redacted]. Upon scheduling the...

installation, Mr. [redacted] made an required down payment of $585.00, and was made aware during the processing of the payment, he would be required to contact The Home Service Store upon completion of the installation to process the remaining payment and initiate the installation warranty. The flooring installation was completed May 15, 2015 and Mr. [redacted] did not call in the final installation payment due of $585.00. An email was sent to Mr. [redacted] requesting the final payment on 7/21, and a voicemail was left for Mr. [redacted] on 7/22/2015 and as of today, 7/28/2015, Mr. [redacted] has not contacted HSS to process the remaining final balance due and initiate the installation warranty. I have included the signed installation contract, the confirmation of completion and Mr. [redacted]s signed satisfaction with the installation. At this time, there is no installation warranty until the final payment is made. Mr. [redacted] can contact The Home Service Store at [redacted] to discuss the payment and the warranty further.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
As the underlying issue has not been resolved, as understood by both myself and IME/HSS, the response is rejected. IME/HSS had agreed to send out an inspector to determine what needs to be done later. The inspector showed up as scheduled and inspected the floors. Once a report is sent back to IME/HSS, I will see what the remedy is afterwards. As there are many more steps involved than simply sending an inspector out, I chose "reject" over "accept". Until the remedy is made on the original complaint, I believe this Revdex.com complaint should remain open. I am unsure if this will matter or not, but IME/HSS gave the inspector incorrect info. His info did not include my work order and it stated the problem area was in my kitchen. The problem area is mainly the living room and dining area. There was also another item that was of confusion for the inspector but I forgot what it was. In addition, the inspector said he saw enough and did not bother checking the tile in the bathroom, which was also done through IME/HSS and is also not level.
Regards,
[redacted]