The Home Service Store

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 response by HSS makes it seem like I am not only delusional, but also that there is something physically wrong with my homePlease find the facts below which the responder has ignored:THE SUBFLOOR ISN’T FLAT!!!! Page four of the inspection report: “The floor being out of flatness will cause the type of gap observed with this installation.” I don’t understand why they arestill bullying me when the expert they hired had this findingHSS hired the inspector to come to my home and inspect the job that was done after [redacted] refused to fix the gap in my floor and every contractor I had come in to bid the repair stated that there was an installation errorI have never been offered a proposal for how to fix the floor despite my begging for a solution for the last monthsI have not been in direct contact with the installer since December Most recently on May 27, at 3:17pm [redacted] sent me an email stating “I just hung up with [redacted] and he advised he will be having [redacted] of his office send me over a written proposalI will forward it to you once I receive it.” The inspection report quotes the manufacture guidelines(See inspection report.) It states that the humidity in the home is not kept in a controlled environmentThe report DOES NOT say this was the cause of the gappingIt does state the humidity levels in the boards are averageOnly HSS and [redacted] claim the humidity issue is the cause of the gappingBeing told I need to replace the HVAC system in myhome before an installation error can be resolved is unreasonable especially if there is no evidence that humidity levels have caused a problem Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the home storeI believe that this was not the cause of myselfIt was flawed contractors business and have determined that theresponse does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted] **

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] We do not accept this as a resolution as nothing has been resolved Finally after weeks HSS does respond to us daily but with no information or resolve [redacted] and [redacted] have offered for a 3rd installer to come to our home to quote out the repairs and fix the floors yet the installer cannot do it on Sunday when we are available I was told by [redacted] that I would not have to take any more time off from work to resolve this issue and that HSS would work within our schedules We have already taken time off from work at very specific times to have our floors done and had not planned anymore time since we are very busy people and we travel This has turned into a inconvenience for us because the installers that were hired by HSS did not do their jobs correctly We hired this job out to "professionals" so that the job would be done and done correctly so that we could get on with our lives and not deal with this drama We chose the last week of January to have our floor installed because the next months we are traveling We want to be reimbursed for both jobs since there were issues with both installers and the inconvenience of now dealing with all of this drama We are also now receiving emails and calls from the 2nd installer because his money is being held and he "has no money to put gas in his truck to get to his next job." We paid our bills in full with the [redacted] credit card so I am unsure why this becomes our problem We did not hire the installer and have no control over him being paid by the HSS The installer should not even be contacted us regarding his paymentsThe total of our jobs came to $ We are requesting to be fully reimbursed for both jobs plus additional money for the inconvenience of dealing with all the drama/ frustration that has ensued We have a broken cabinet that needs to be fixed or replaced and flooring that was installed wrong and needs to be fixed If granted this resolve we can get two or three quotes from contractors of our choosing to give us estimates for the additional amounts to fix our floors Regards, [redacted]

If you wish, you may update it before sending it.] 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]

An inspection was ordered on Mr [redacted] 's floor and installation issues were foundThe installer has made an offer to repair the installation related issues however, Mr [redacted] is not allowing them to complete an approved repair by replacing the boards with face checksAn 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 completedMr [redacted] also expressed concerns with the inspection report, which have been sent back to the inspection company for review and their response is pendingThe customer has been advised of this as well

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 belowThe 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] ***

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]

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 factualThere is not one place in the report where it states it is not properly being maintainedAdditionally 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 reportThey 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 gappingSeasonal gapping occurs when humidity and thus moisture decrease and the boards shrinkIn my case the boards should only be expandingFurther 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 leveledThe report also left out edge lifting that was foundI 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 issueI know have cracks forming in the middle of one board and provided photos to HSS with a foot level to show the issueI 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 installationFurther, I am not preventing anyone from repairing the floor to what should have been expected on the initial installI am not accepting replacing boards individually and face nailing them when they are in the middle of the rooms the floor is installed inThis affects the appearance of the floorAdditionally HSS has not discussed with the inspector or the installer the additional issues that were found that certainly Regards, [redacted]

The customer has an issue within the home that is affecting the flooring that needs to be addressedThe installation related concern that was found can also be addressed but will not solve the overall issueThe customer has a written report from a 3rd party inspector explaining this however, the customer does not believe the report and will not make positive changes to the homes environmentThe installer will be drafting and sending a proposal to the customer if he has not already done soThe problem cannot be resolved until the customer takes some ownership in the issue and makes the necessary changes to the homes environment

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 resolvedMy legal counsel has advised to pay the bill due to the small amount due and then they will proceed with the document supplied as my sign off, that is not my signature I was NEVER supplied documentation that states the sink is not reinstalled after it is taken out All that was sent to me on 3/was the original estimate, nowhere in this estimate does it state anything about the sink In other emails with [redacted] at ***, Home Services it was stated that they offered to put the sink back in as a courtesy, no such offer was ever made Since all of this is now in email/written form I have what I need to proceed legally.I have emailed the contact at installation [redacted] ***, with two times in which they can call to collect payment I will not be calling them as I have called multiple times only to be told they received no message Regards, [redacted]

To Whom It May Concern, Due to the termination of the contract between the customer and AWF, two months passed between the date of delivery to installation and the number of unaccounted contractors/people in the home HSS cannot be held liable for the missing materialThe customer hasn’t provided the requested proof of evidence showing AWF was the party that took the material off the jobsite making the installation unable to be completedWe cannot falsly accuse another party of theft with no clear evidenceHSS is very sorry that the customer is experiencing this inconvenience, unfortunately we are not able to help him 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] Please add your rejection comments below Revdex.com Et All,The response by HSS is not only rejected by me as the unfortunate former customer of theirs but I want to start by stating that the response is also FULL of inaccuracies, statements and bad assumptions that mischaracterized what actually happened in this situation.First of all, I initially contacted HSS as the "National Install Network" for [redacted] who subcontracted the work and forwarded me to [redacted] as the local installer in my area and HSS assured me that [redacted] would be able to handle a job of this complexity and magnitudeThat turned out to be a horrible mistake on their part given the series of issues (mishandling product, poor/no communication, couldn't match the stain, incompetent installers, no product knowledge, etc etc) that I experienced with both [redacted] and HSS on this jobStarting with how they received and unloaded the material which was a service that was part of the $19k contract agreement that I signed with [redacted] Please see the attached picture of the junk pile of hardwood that [redacted] left in my garageI need to remind you that this is $50K of hard wood flooring that was thrown in my garageIf you read the HSS response, they just stated that it was "not stacked neatly" but the picture tells the true story and I shared it with Kristin McLaughlin at HSS in addition to everyone at [redacted] .The next statement about me not liking that [redacted] subcontracts to other installation companies is COMPLETELY because I didn't even know that they did in fact contract with another company and that further increases their liability, given the number of extra contractors that handled the materialAlso, as for their $incovenience check on a $19k contract to install $50k worth of hard wood flooring, I didn't even cash that pitiful check for over months until today to give it to the new installer; because it was shameful of how HSS has handled this situationSo, the bottom line is that I fired [redacted] and ended the contract for all of the issues that I mentioned above and others that I didn't mentionIt took me a few weeks but I was fortunate enough to find and hire a new installer who is the absolute best! Next, I will comment on what HSS mentioned about the stolen hard wood flooringHSS stated that they "confirmed with [redacted] 's driver that he did put the material in the garage and signed off on the bill of lading that all materials were unloaded from the truck into the customers garage." Again, this statement is only partially true and primarily falseYes HSS asked the same driver who unloaded the semi truck of wood flooring into HIS VAN, then drove down the road about yards and threw it in the garageWhy would this driver tell the truth about the stolen hardwood that he handled and signed for when he was the SAME person that threw it in a junk pile of wood in the garage? It doesn't make sense and the liability is obvious!Secondly, I have witnesses on my job site that saw this driver unload the wood flooring into his van and he did NOT count the material to ensure that it was all accounted for when he threw it into my garage as was stated aboveI did NOT tell HSS that these tradesmen saw this driver or the second set of [redacted] people put ALL of the material in my garage or in my houseIn fact, sq ft was stolen out of 3,sq ft of hard wood flooring for the total jobThe [redacted] driver didn't count the material when he offloaded the wheeler and put it into his van and I have witneses to that factHe mishandled the material and I have witnesses to that factThe second set of [redacted] guys didn't count the material when they moved it from the garage to the house and I have witnesses to that factUltimately and as I mentioned in my previous complaint, there was over $250k worth of material and product in the house when this sq ft of hardwood was stolenNOT one small piece of [redacted] or Italian Travertine or Spanish Slate or Subzero/Wolf appliances or [redacted] finished plumbing products, etc was stolen from the property in the last months of constructionThe only thing that has ever been stolen was sq ft of hard wood flooring that the people from [redacted] as part of HSS' installer network was responsible for and handled.Last but not least, HSS stated that the new wood floor installer that I procured or the general contractor "didn't confirm the amount of material prior to starting the install and that 'they' couldn't speak to how the floor was being installed and how much waste the new flooring installer had." Again that statement has several statements inside of itFirst of all, my new installer along with the general contractor DID count the material when the new installer took over the jobThat's when they noticed the shortage and I immediately called HSS to highlight the issueI told my new installer to start installing the floors in the meantime because I thought for certain that HSS would resolve the problemSecondly, my new installer kept all of the waste which was held to a minimum (only 3%) and well below industry average in order provide it as evidenceLast but not least, when addressing "how it was installed", my new installer is one of the TOP flooring companies in Southern VirginiaHe routinely works on $million homes here in [redacted] ***, VA and is in demand so much that he has a month backlog for installation projectsHe has already installed almost sq ft of material in my house and it is absolutely FLAWLESS!!! In conclusion, it's obvious that HSS is trying to remove itself from any liability in this situation and that was evident in my last conversation with Kristin McLaughlin as the representative for HSSBut the fact remains that they are jointly and severally liable along with [redacted] for the sq ft of stolen hard wood flooring material that their employees or representatives took from my job site.Revdex.com, please hold them accountable by refunding me the cost of the stolen hard wood flooring and broadcasting the issue to potential new customers of their business practices so they won't use this sham of a installation network 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 Mr [redacted] accepted the installation quote of $1,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 warrantyThe flooring installation was completed May 15, and Mr [redacted] did not call in the final installation payment due of $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/and as of today, 7/28/2015, Mr [redacted] has not contacted HSS to process the remaining final balance due and initiate the installation warrantyI have included the signed installation contract, the confirmation of completion and Mr [redacted] s signed satisfaction with the installationAt this time, there is no installation warranty until the final payment is madeMr [redacted] can contact The Home Service Store at [redacted] to discuss the payment and the warranty further

The customer entered into a contract with [redacted] of Rockville, MDThe 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 chargeThe material was not stacked neatly so [redacted] sent someone the following day to stack the wood from the garage into the homeThe 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/The customer received a full refund for the deposit paid to The Home Service Store and an additional $in compensation for his inconvenienceWhen the customer contacted HSS 7/13/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 garageThe customer also advised there were other tradesmen on site that confirmed seeing the material go into the garage and then into the homeIt was explained to the customer that unfortunately 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 itUnfortunately, 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 inspector left a message on 5/I have called the inspector twice to schedule his visit: I called the afternoon of 5/and this morning, 5/I still have not received a return phone call from this inspectorThe bigger issue is my having to pay more money for a poor installation after purchasing $20K worth of flooringThe inspection is only the first step and does not rectify the problemI want my flooring issues to be CORRECTLY resolved and with no more additional cost to meI have already dedicated too much time arguing back and forth with various Home Store employees, dealing with different companies that provided radically different descriptions of the floor problems, and being unable to enjoy my homeThe Home Service Store warranty explicitly guarantees poor workmanshipI expect the HSS to stand by the warranty and resolve the floor issues immediatelyNot months from now Regards, [redacted]

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 rejectedIME/HSS had agreed to send out an inspector to determine what needs to be done laterThe inspector showed up as scheduled and inspected the floorsOnce a report is sent back to IME/HSS, I will see what the remedy is afterwardsAs 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 openI am unsure if this will matter or not, but IME/HSS gave the inspector incorrect infoHis info did not include my work order and it stated the problem area was in my kitchenThe problem area is mainly the living room and dining areaThere was also another item that was of confusion for the inspector but I forgot what it wasIn 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] ***

On 4/18/we purchased flooring and all supplies including [redacted] from [redacted] located in Williston, VTWe 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 areaThe 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 professionalsHe advised us to return the [redacted] and he proceeded to sell us underlayment out of his truckWe also had to drive to the flooring store that morning to purchase the glue he needed to edge glue our floor togetherWe made [redacted] aware again that this was phase of a 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 of our project which included rooms in our home...entryway, laundry room and living roomUpon completion and final billing....we were charged for a full glue downWe had to file a complaint with the Revdex.com in order to get The Home Service Store to refund the differenceThat was after several calls and complaints and them not wanting to credit usOn 10/16/we purchased the rest of the materials needed to finish phase of the 1st floor flooringWe 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 performThe Home Service Store advised us to use [redacted] from The [redacted] On 1/30/ [redacted] arrived to install phase of our 1st floor flooringBefore [redacted] started his share of the job we showed him some of the work that had been performed by the previous installerie: boards separating and gaps [redacted] stated that some of it is but in one area he said it was "extreme" and that the floor was installed incorrectlyHe stated that when a floating floor is installed in multiple rooms there needs to be a transition pieceThere were no transition pieces installedHe went on to inform us that in order to avoid transition pieces we needed to do a full glue down floorA 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 aloneHe never stated to us that we would need transitions moving moving forward on phase nor did he install any transitions on phase which is the correct application methodWe reached out to The Home Service Store on 1/30/and spoke with [redacted] who also confirmed to us that with an edge glue floor there needs to be transitionsA 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/and that someone by the name of [redacted] would be in contact with us to resolve our complaintWe received no call as of 1pm so we reached out to them again and had to leave a messageAs of right now Phase of our project was installed incorrectly and we have floor boards separating and Phase which includes our kitchen/dining room is incompleteWe currently have concrete floors and all of our furniture/appliances are moved out because the floor was suppose to be installed on MondayWe 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 correctlyWe bought a full glue down floor and that is what we want

Ms [redacted] notified Installation [redacted] of her concerns that the sink wasn't reinstalledMs [redacted] later advised that she had already had the sink reinstalledIME 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 workMs [redacted] requested this information in writing and *** sent this to her on 03/08/*** 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 canceledUpon trying to reschedule with Ms [redacted] , [redacted] received no responseMs [redacted] requested her signed completion paperwork from *** which confirms her satisfactory completion of the installation, which was sent to her on 03/12/IME asked Ms [redacted] what she was looking for to resolve the claim on 03/12/and Ms [redacted] responded advising she would like to process her final payment