Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:15/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Floor installation Feb 14-17th.Problems: 1. Discount flooring quoted me $2.25/ft installation, that is it; there was no conversation of any other potential charges or fees. Once my belongings were completely in boxes and packed up in the most vulnerable state that I could be( no place to sit/sleep/bathroom etc) the installers arrived and started charging me over double what was quoted; for new work, new installations fees. Without any explanations. This high pressure tactic in my vulnerable state, before 2 surgeries, forced me to continue the install 2. There was a bubble in the floor stopping the bathroom door from closing, causing scratching and gouging in the newly installed floor(incomplete work). 3. All my door k**** and faucets in the kitchen and sink had concrete left on them; causing the finish to chip off when concrete cleaned off. 4. the installers admitted to breaking the door latch for the bathroom. 3. I immediately, contacted the installer about issues with vids/pics; I was ignored and left alone for over three weeks. 5. Since i had surgeries booked and other contractors scheduled to continue my reno, I had to fix the issue my self. I spent over 7 hours fixing the issue and hadd to buy special tools. 6. I lost contractor because of the neglect of Discount flooring and their installers. This has effected my ability to rent out the unit. I am losing currently $3000/month rental income while this continues 7. I asked the owner of the company to explain his astronomically prices/fees/new installation charges; he REFUSES to explain or give me a breakdown of work 8. I made the first payment for work that WAS done, a payment was made on Mar 13. two days later Owner of Discount has put a lien on my house. 9. The Invoice keeps changing prices/fees etc.I have a disability and this is wrong for a company to hide and surprise fees and charges when they are in such a vulnerable place. The owner will not accept any responsibility for the problems that have arise

  Business Response

  Date: 27/03/2023

  
  Dear Customer;

  
  I would like to address the concerns you raised in your complaint to BBB.
  Firstly, you claimed that we quoted you $2.25/ft for the installation with no conversation of any other potential charges or fees. However, this is not true. We provided you with a written invoice that clearly indicated that any furniture or other content needed to be moved out of the installation areas before we arrived. Unfortunately, when our installers arrived, nothing had been moved and your belongings were still everywhere. We have pictures of this to prove it.
  As a result, our installers were forced to move your belongings around, which was an additional service that you requested and agreed to pay for. This additional service was clearly documented in the revised invoice that we sent you, which you approved by writing an email to us. We have proof of this email and your acceptance of the additional service.
  Secondly, you claimed that our installers started charging you over double what was quoted, without any explanations. However, our invoice clearly indicated that self-leveling, if needed, would be an extra charge of $90 per each 50 lb self-leveling compound material and application. As we had never been to your condo before, we had no way of determining how many bags of self-leveling material would be needed. Our installers checked the subfloor level in front of you and showed you which areas needed to be leveled. They informed you that 25 bags of self-leveling material would be required and gave you two options: either approve by writing an email or sign a self-leveler waiver form and we can install without self-leveling. Again, you approved this by writing an email to us, which we have proof of.
  In conclusion, we followed our standard procedures and clearly documented all additional services and charges, which you agreed to. We also have proof of your approval of these additional services and charges. If you have any further concerns, please do not hesitate to contact us.
  
  
  
  
  
  
  In regards to your claim that there was a bubble in the floor that caused scratching and gouging and incomplete work, we would like to address this issue. When our installers finished the installation, they called you to inspect the flooring and you arrived and inspected it as well. At this time, our installers mentioned that your closet door latch was broken prior to your realizing it. They offered to pay for it or replace it, but you mentioned that it was no big deal and that you would take care of it yourself.
  After the job was completed on February 17th, we did not hear from you until March 6th when you replied to our email regarding the unpaid installation fee. In that email, you mentioned problems with the installation, including the bubble in the floor. We replied the next day with apologies and offered to schedule a time to come and fix whatever needed to be done. We also tried to contact you on your cell phone, but there was no answer and no voicemail.
  The following day, you emailed us again and claimed that we did not come and finish the job in a reasonable time. However, you failed to mention that you did not call or email us about any issues, nor did you pay the remaining balance until we called you for payment. After we called you, you brought up the issues and we offered to come and fix them, but you refused and said you would fix them yourself. It appears that you had already made up your mind not to pay the invoice.
  We stand by the quality of our work and are always willing to fix any issues that arise. However, we cannot do so if we are not given the opportunity. We hope that we can come to a resolution that is fair to both parties.
  
  
  We would like to address your claim regarding the concrete left on your door k**** and faucets.
  We understand that you raised this concern when we asked for the remaining balance of the payment. However, we would like to point out that you did not inform us of this issue during the installation process or in the weeks following the completion of the work.
  As soon as we were made aware of the issue, we promptly offered to repair or replace any damaged items. We understand that you declined our offer and chose to fix the issue yourself.
  We would also like to clarify that the picture you sent us of the damaged door k*** appears to be an old one, which may have already been worn and prone to chipping. However, we are willing to pay for the replacement of the door k*** as a gesture of good faith.
  We always strive to provide high-quality work and customer satisfaction, and we apologize for any inconvenience this may have caused you.
  
  
   In regarding the broken door latch for the bathroom and the lack of response from our installers to your issues with videos/pictures. Firstly, please note that you are not the customer of our subcontractor installers. You paid Discount Carpet and Flooring for our services and invoice, and we were not made aware of any issues until three weeks later when we reached out to you for the unpaid balance.
  We understand that you had concerns regarding the installation and attempted to contact our installers. However, we have been informed that they made several attempts to call you but were unable to reach you. Furthermore, your cell phone was said to have no room for voicemail.
  Regarding the broken door latch, our installers informed you of this at the time of the inspection and even offered to pay for it or replace it. You replied that it was not a big deal and that you would take care of it yourself. Therefore, it is unfair to blame our installation for the broken door latch.
  When we received your email about the concrete on your door k**** and faucets, we offered to come and fix the issue. However, you refused our offer and chose to fix the problem yourself. We have made every effort to address your concerns and make things right, but it seems that you have already made up your mind not to pay the invoice.
  We would like to reiterate that we take our installation and customer service seriously and stand by our work. We hope that we can resolve this issue in a fair and timely manner.
  
  
  
  
  Based on our understanding, it seems that the issue mentioned by the customer regarding the concrete sticking to the aluminum and causing damage to the door k*** and faucet is not a common occurrence. It is also unlikely that this issue would take seven hours to fix, as the customer claims.
  As for the issue with the door touching the flooring, it is a common issue that can arise with flooring installation. However, adjusting the door height from the hinge and replacing the door k*** should be a relatively simple and quick fix.
  
  
  However, we believe that the time and effort claimed by the customer for these fixes may be exaggerated and are not a reflection of the standard of work provided by Discount Carpet and Flooring.
  
  
  
  
  As a service provider, we always strive to ensure that our customers are satisfied with the services we provide. However, in this particular case, we must clarify that the claims made by the customer are not entirely accurate. It is not true that the neglect of Discount Flooring and its installers caused the customer to lose a contractor or affected their ability to rent out the unit.
  
  
  Furthermore, the issues raised by the customer were not brought to our attention in a timely manner. We would like to emphasize that we are always available to address any concerns our customers may have regarding our services. In this case, the customer chose to fix the issue themselves and did not contact us to arrange for repairs or replacements.
  
  
  As a service provider, we would like to address the claim made by the customer regarding the time and effort spent on fixing the issue. We would like to clarify that the customer's statement of spending over 7 hours fixing the problem and purchasing specialized tools is not accurate.
  In reality, the issue of the flooring expanding and touching the door can be easily resolved by adjusting the door height from the hinge and replacing the door ****, which can be completed in less than an hour and does not require any specialized tools. Furthermore, it is worth noting that even the door k*** does not need to be replaced, as it can simply be wiped clean since nothing is sticky with self-leveling compound.
  However, we do not believe that the customer's claims accurately reflect the situation. It is our understanding that the customer did not bring the issue to our attention in a timely manner, and chose to fix the issue themselves without contacting us to arrange for repairs or replacements. Therefore, we feel that the customer's claims are unjustified and do not accurately represent the situation.
  
  
  
  
  We would like to address the customer's claim that they asked for an explanation of our prices and fees but were refused by the owner of our company. This claim is entirely false. We always strive to be transparent with our pricing and provide a breakdown of work to our customers. In fact, we included all additional charges and fees on the invoice and received written approval from the customer prior to performing any additional work.
  Furthermore, we would like to clarify that there is no breakdown required for furniture or content moving. It is the responsibility of the customer to ensure that their belongings are packed and organized prior to the installation. We have photographic evidence that the customer did not organize their belongings, and they were scattered around the installation area.
  Finally, we would like to emphasize that self-leveling is a single item and is clearly mentioned in all of our invoices as a fine print. We always ensure that our customers are informed about any additional charges before performing any work, and we have followed the same protocol in this particular case.
  
  
  We would like to clarify that the customer's claim of making the first payment for work that was done is not entirely accurate. The customer did not pay any amount of the $5,134.5 balance owed until we offered to fix the issue and they refused. At that point, we informed the customer that we would need to put a lien on the property in order to protect our uncollected balance.
  The customer eventually made a payment of $1,000 on March 13th, which is appreciated but still leaves an outstanding balance of $4,134.5. We have attempted to communicate with the customer to collect the remaining balance owed, but unfortunately, they have refused to pay anything further.
  We must emphasize that as a service provider, we have a right to collect payment for the services provided. It is clearly stated in our invoices that the remainder balance needs to be paid upon receipt of the invoice. In this case, the customer has not fulfilled their obligation to pay for the services provided, and we have no choice but to take legal action to collect our unpaid balance through the court. The decision to put a lien on the property was not made lightly, but rather as a last resort to ensure that we are able to collect the payment owed to us.
  
  
  As a service provider, we take our responsibilities seriously and we are committed to transparency in all our dealings. The claims made by the customer are baseless and not accurate. We have never hidden or surprised the customer with any fees or charges. All additional charges were clearly communicated and approved by the customer in writing before any work was performed.
  We have never changed the invoice without the customer's approval. We understand the customer has claimed to have a disability and we are sympathetic to their situation. However, this does not give them the right to make false accusations or refuse to pay for services rendered.
  We offered to fix any issues that arose and requested the customer's cooperation in doing so, but they refused. As a result, we were left with no choice but to put a lien on the property to protect our uncollected balance.
  We want to assure all our customers that we are committed to providing high-quality services and will always operate in a transparent and honest manner. We hope that the customer will reconsider their position and work with us to resolve this issue amicably.
  
  
  
  
  
  
  
  
  
  
  Best Regards,
  Discount Carpet and Flooring
  
  Tell us why here...

  Customer Answer

  Date: 03/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: As you continue, you are not taking responsibility for bad workmanship, not producing a finished quality product, neglecting to have contractors that speak English. Or respond to immessages and phone calls. Everything is time stamped and dated.  I have proof and videoz of your neglect. Bid. Take some responsibility in your contractors that did a bad job up ruined a bunch of my furnishings. Stop having  Surprise fees at time of installation.

    I'm still waiting for an apology from you for your neglect and poor quality of work and service, aslo I would change in price to reflect the unfinished, problematic work, and damage to my property.

  Otherwise we will proceed to small claims court 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/04/2023

  Dear Customer,
  We apologize for any inconvenience caused by our previous response, and we appreciate the opportunity to address your concerns.
  Firstly, we want to assure you that we take full responsibility for any subpar workmanship or incomplete installation that *** have occurred. We pride ourselves on delivering high-quality products and services, and we regret that this was not your experience.
  

  Regarding the language barrier, we understand that communication is essential, and we have taken steps to ensure that all our contractors are fluent in English to avoid any misunderstandings or miscommunications. We are also working on improving our communication channels to respond promptly to our clients' inquiries and messages.
  

  Regarding the surprise fees, we understand how frustrating this can be, and we apologize for any confusion or inconvenience caused. We will work with you to find a fair and transparent resolution to this matter.
  
  We value our customers and their satisfaction, and we apologize for any lapse in our service that *** have caused you inconvenience or frustration. We are committed to working with you to find a solution that is fair and satisfactory for all parties involved.

  
  Thank you for bringing these concerns to our attention. We hope to resolve this issue amicably and avoid any further legal action.
  Sincerely,

  Discount Carpet and Flooring

  
  

  Customer Answer

  Date: 07/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ONLY satisfactory to me IF; 

  Steps continue to be taken to resolve the issues.Thank you for taking the first steps in correcting and seeing the issues that led to this.

  I will be in contact with you shortly to find a resolution.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:20/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw the picture of the floor in social media (photo 1) so I went to the store to see the floor (photo 2 was taken by me in the store) and purchased the floor **************. My contractor picked up the floor and installed for me. After the installation, I went to take a picture at home (photo 3 &4). The floor is different color tone than they showed me in the store. In the store, it looks warm, but at home in the nature light, the floor looks cold. We went back to the store and it turned out the store's lighting made the floor looks more yellow. The store misrepresented the floor's color in the social media and I relied on their store's lighting. I'm very upset about the color. I wanted the warm tone instead of the cold tone. I asked the owner if they can take back the floor and give me refund. He refused to do so. Would you please help me to resolve the issue? Thank you.

  Business Response

  Date: 05/07/2022

  Hi
  
  This customer to store and saw the product usually customers take the sample to  daylight to look at nicely I don’t remember this customer  she did or not
  
  We have 90 spotlight  our lighting is very good
  
  She took our product and installed
  
  After installation she didn’t like the color    she called and she says she doesn’t like the color
  
  Later she came s to store with her boyfriend  and they bring the samples from installed floor  they compared wit sample in store they saw exactly same then she left
  
  Later she called   she is gonna pay she wants another color floor  we said ok   she says she wants free delivery she wants us to remove the old floor and dump the garbage
  
  We said no
  
  Because she is problem customer we says we can do free delivery  new product and we can pick up old floor but she has to remove and ready to pick up 
  
  She has to pay city dump fee
  
  She didn’t accept it ***** ** ******* **
  
  She says my boyfriend is very nice  but I m not him 
  
  Here we go

  Customer Answer

  Date: 05/07/2022

   
  Complaint: 17452408
  
  I am rejecting this response because:

  I wanted to have neutral to warm tone floor not the cold tone.  

  the floor color looks totally different in the store. It shows the floor in warm tone rather than cold tone, which is the real color in the nature light. They didn’t remind me the difference. Not common for people to have those bright light at home. Even the picture they took to show on social media shows the warm tone. 
  I also don’t like the way they describe me in their response. They called me “problem customer”. I would like to have monetary compensation and their apologies. 
  

  thanks,
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 06/07/2022

  hi

  if she didn t like the color at home she shoudnt install the product

  she suppose to contact us before installation

  once customer install the product there is no return common knowledge

  customer demands nonsense in this situation

  she came to the store choose the color and installed end of story

  **** ** *** *******

  Customer Answer

  Date: 06/07/2022

   
  Complaint: 17452408
  
  I am rejecting this response because:
   I didn’t see the products at home. My contractors pick it up and installed them in one day. I was shocked when I saw the floor at after the installation. 
  

  there’s misrepresentation of the pictures that the owners posted on the social media

  I request for compensation and apologies  

  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 12/07/2022

  hi

  we are not gonna refund anything

  if customer wish  she can can go to court we are happy to explain everything in court

  thanks

  have a nice day**** ** *** *******