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Company, homeowner disagree about quality of flooring

COMPLAINT: Greg Cecil, Fishers, Ind.

"I hired Fidelity Builders to remodel my kitchen. They requested that I pick out the flooring. I picked Pergo's Midnight Mahogany and they said I'd have a sample in a week. Three weeks passed and they gave me a different flooring sample. When I told them it wasn't what I wanted, they said they'd get me the Pergo sample.

"The next day, they said it was impossible to order the Pergo by phone and that it'd take 10 days to get a sample. They then instructed me to find another floor, as the project was already two weeks behind. I picked out a Faus flooring, which they assured me was good quality.

"The flooring wasn't ordered on time due to an error by Home Depot and the project lost another two weeks. When the flooring finally arrived, Ryan Kelly [the installer] noticed it was poor quality and said he had real concerns about installing it. He called Fidelity and voiced his concerns - Brett Schubert [Fidelity's president] instructed him to proceed with the installation.

"The next day, Ryan spent half the day uninstalling and reinstalling half the kitchen floor, as there were noticeable scratches from just a chair and walking on it. I again expressed my concerns with continuing with the floor installation.

"At this point, Ryan was so nervous that he wouldn't allow his workers to enter the kitchen unless they took off their shoes. He called Brett, who told him to move ahead with the project. When I realized they wouldn't take my concerns seriously, I told them to cease the installation.

"Ryan began throwing away flooring pieces. When I asked him why, especially since it seemed that they'd have to return it, he stated, "the manufacturer will stand behind their product." The manufacturer has not stood behind the product, and now Fidelity is trying to force me to pay for what they knew was a defective floor."

DESIRED RESOLUTION: "I want Fidelity Builders to remove the defective flooring and replace it with the original flooring I requested."

RESPONSE: Brett Schubert, president, Fidelity Builders

"During the selection process, we tried to find the Pergo flooring sample the member selected from [Pergo's] website. No local distributor had the style. After several attempts to have Pergo send a sample, we learned they were discontinuing that style.

"Since the member was installing this flooring throughout the home, we agreed it'd be best to look for a different floor. He chose to go to Home Depot and selected the Faus floor. I told them I hadn't used that flooring before, but I'd do some research. I found nothing negative about it.

"When the flooring arrived, the installer informed me he'd found several boards with scratches right out of the box. I said I'd request a manufacturer's representative to inspect it. The representative inspected the flooring and reported it had 'no defects' and was installed per their specifications.

"As far as we and the manufacturer are concerned, there are no issues with the flooring. During this project, we received many accolades from the member. He was very excited about the flooring until he placed a chair without pads directly on the new floor and noticed that it scratched it.

"We've been very accommodating and we deeply regret that we haven't been able to resolve this issue to his satisfaction."

STATUS: Stalemate

Indianapolis auto repair complaint

COMPLAINT: Elizabeth Henson, Indianapolis

"I purchased a 2005 Jeep Liberty with 21,700 miles on it from Crossroads Lincoln Mercury Inc. After three months, it broke down. I had only put 2,000 miles on the car. They assured me several times during the sale that the vehicle had been regularly and exclusively serviced by the dealership, as the previous owner had always purchased her vehicles from them, and that it was in tip-top condition.

"They told me they were selling it "as-is" because it was past the 3-year/36,000-mile warranty and I declined the extended warranty. I inquired about the Jeep powertrain warranty and they said there was 30,000 miles left on that. I later found out that the engine was blown because it never had any oil changes performed. The car still had a factory-installed oil filter on it.

"Another dealership told me the vehicle had two open recalls on it, as well as a manufacturer-placed restriction on its vehicle identification number, which nulls and voids all warranties. Crossroads never disclosed this information. I also declined the gap insurance, but my lender sent me a notice that [the dealership] charged me for it a month later."

DESIRED RESOLUTION: "I want the car repaired at little or no cost to me and the $420 gap insurance I declined refunded."

STATUS: Resolved

Editor's note: Henson informed Angie's List that Crossroads eventually replaced her vehicle's engine. She declined to pursue the gap insurance refund and considers the matter closed.

Indianapolis landscaping complaint

COMPLAINT: Linda Dyson, Fishers, Ind.

"Brick Paving of Indianapolis Inc. worked on my front and back steps, patio and walkway. They did a very good job, but the work has started to settle. The job is covered by a five-year warranty, so the settling and other repairs that need to be made should be covered. They did come out once with a promise to return, but they haven't.

"I've called many times and I've been promised that they'd be out to finish, but they haven't. It's been several years now that I have been awaiting the repairs. Most recently when I call, I've left messages, but I haven't received a return call."

DESIRED RESOLUTION: I want Brick Paving of Indianapolis to fix the steps that have settled.

RESPONSE: Tony Lausas, CEO, Brick Paving of Indianapolis Inc.

"After receiving the complaint, I visited the member's home. The step has settled some, but not nearly enough to make it hazardous or dangerous - it's purely a cosmetic issue. My last visit to the member's home was this spring, so I can assure you that she has not been waiting several years.

"The vendor where this product was purchased no longer carries this paver and it's been difficult to work with another vendor to get such a small quantity. We're still working with them and will do our best to get this resolved. We will repair the step under warranty, as I want her to be happy with her project as we do every customer."

STATUS: Resolved

Editor's Note: Dyson informed Angie's List that Brick Paving repaired the step to her satisfaction.

Indianapolis woodworking complaint

COMPLAINT: Kristin Bodey, Carmel, Ind.

"Gioe Built Construction was supposed to repair rotted wood and trim around my house, and caulk and paint the exterior. It went beyond horrible. When they did the work, my husband was out of town. After they finished, they asked for full payment, which I stupidly gave them.

"I told them my husband would have some questions about the work when he returned. They said, 'No problem, just give us a call and we'll come back out.' I noticed some obvious things like white paint on black shutters, they didn't put any covers down when they scraped, and paint all over my grill cover and new patio furniture. I called them later that day, a Friday, and told them what I found.

"They came back on Monday to try to clean up some of the paint. In the process, they stripped the stain off the furniture and gouged it with a scraper. They weren't able to clean the grill cover. When my husband came home, he found several areas of rotted wood that were not replaced. We've been trying to get them back here ever since. They refuse to return any calls or e-mails.

DESIRED RESOLUTION: "I want Gioe Built to pay for the cost of a new painter to finish the work, plus an extra $65 for the grill cover."

STATUS: Penalty Box

Indianapolis handyman complaint

COMPLAINT: Rachel Aniline, Indianapolis

"I hired The Residential Handyman to replace, caulk and repaint rotted windowsills, repair door trim, power wash my home's exterior, cover up woodpecker holes, reinstall a shed vent and shower door, and spray mildew remover on the bathroom ceiling. I paid Mike [Plunkett, the owner] a lot of money to do these projects but I was left with numerous problems. He's hung up on me, won't return my calls and hasn't resolved the issues.

"A piece of the house alarm contact is missing from a window he repaired. Now, I can't arm my home. It will cost at least $111 to get someone from ADT to fix it. He sprayed the mildew cleaner that they used to power wash the exterior on my expensive flowers, destroying 10 pots of them. He was only willing to 'buy' the two worst pots.

"I asked Mike if he would be sure to remove the birds from inside the [woodpecker] holes before sealing them up and he said he would. He didn't tell the man doing the work, who patched up over a baby bird's nest. The birds died, leaving a horrendous stench in my toddler's bedroom.

"Before I made final payment, we went through the proposal's checklist and I specifically asked if they had repaired the upstairs window. Mike said they did. Later, when I went to look at it, the door [leading to the window] was still locked - they never went in the room and the window hadn't been touched.

"When my husband asked Mike about the window, he said that it didn't need to be done but he'd thrown it in for free, so he wasn't going to give us any money back. The proposal wasn't itemized; it's just a list of projects and a total price. He could have skipped any part of it and claimed that it was 'thrown in there.'"

DESIRED RESOLUTION: "I want to be fully reimbursed for the cost to fix the alarm contact and the window that wasn't repaired."

STATUS: Penalty Box


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