ComplaintsforCrew2

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hardwood flooring was purchased through ********** in **********, **. ********** contracted with Crew2 for the installation of the flooring. The bulk of the installation was fine, however, an area in the kitchen was left nowhere near level, with the flooring bubbling up in multiple spots. Crew2 came back out to "fix" the issue, yet upon my returning home, the floor was still not even close to level. Crew2 came back again, claiming they would fix the issue. Again, when I returned home, the floor wasn't even close to level. Crew2 came back a 4th time, and again left with the floor not even remotely close to being level. Upon my raising the issue again, they then tried to claim that the problem was the weight of my refrigerator (despite the fact that my refrigerator is a standard model, and a standard, common weight). I'm left with a kitchen floor that moves with ever step you take on it, because the flooring isn't flat on the subfloor. Absolutely horrible experience. I've offered numerous times to have a third party fix the issue as long as Crew2 and myself can agree that they will cover the cost of it, but they've refused to this point. I would accept a resolution of them either actually fixing the flooring, or covering the cost of someone else fixing it. Leaving it in it's current condition is 100% unacceptable.

  

  Business response

  02/11/2022

  We deeply regret to hear that this customer's experience has been less than ideal. In order to resolve this customer's concerns we are working with closely with ***************** the customer should expect to hear from them for next steps.

  Customer response

  02/11/2022

   I am rejecting this response because:
  
  I categorically reject the response given that they are "working with Home Depot."  In reality, Crew2 has attempted to blame the manufacturer of the flooring and has attempted to absolve themselves of the entire situation.  They've done nothing to actually try to rectify the issue.  They have blamed someone else, rather than take any responsibility for their extremely sub-par installation.  Blaming someone else for your own poor service doesn't qualify as "fixing" the situation.
  

  

  Business response

  02/22/2022

  Hello, I am sorry you do not accept our response. But I would ask that you contact *********** as they are the retailer you purchased your services from. I have also been made aware that ********** has already extended a financial offer to settle on your concerns. If there is something more needed from our business, feel free to let me know. 

  Customer response

  02/22/2022

   I am rejecting this response because:
  
  
  While ********** was indeed the one who the financial transaction was made with, YOU were the ones who actually performed the installation.  And it is YOU who has continued in your refusal to accept any responsibility for YOUR poor work.  How is it that YOUR workers can leave my home FOUR TIMES, and ALL FOUR TIMES have the floor not even close to level?  Why would YOU leave a job site like that?  At a minimum, why would YOU not say anything about it?  Why is it that when an actual installer fixed the floor, their immediate comment was, "There's no way that someone attempted to fix this..."  So yes, there are issues that are being worked out with **********, but you are the ones responsible for your actions, and I would like an explanation as to why you think your actions in this situation are acceptable.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Waiting for them to come back and fix their screw-up.Contacted them right after Thanksgiving and basically have hard time getting any sort of response from them.When they do finally call or email me they just say we're aware of your problem.I CAN'T GET MY STOVE BETWEEN THE COUNTERPARTS THEY PUT IN !! We haven't been able to use the stove for over the 2 months been waiting.They came when cabinets were all placed and did a template measurement then we waited for over 10 weeks before they installed the countertops.At the most 1/4 of an inch needs shaved off both sides before stove can be slid in.Countertops are actually not straight going front to the back.It's almost good at the front but by time get to back of wall is where a good 1/2 inch is needed to come off.Need this resolved *********************** *****************************. ************

  

  Business response

  01/11/2022

  Hello *****. I am very sorry it took you reaching out through the BBB to get this resolved. I am reviewing this with our managers to understand why this happened. It sounds like we are scheduled for tomorrow, 1/12, to come and address your concerns. One of our managers will stay close to your project to assure this gets resolved for you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩