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:01/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On July 21, 2023 I entered into a signed contract with Zothex. I paid them $15,825.28 for countertops to include installation. After multiple phone calls, empty promises, and a whole lot of emotions, we still do not have countertops. It is now January 18, ****.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  January 4, ****.. On October 4, 2023, we entered into a contract with Zothex Flooring to install new LVP flooring in our home. I was told by our sales representative, *******************, that the project should commence in a couple of weeks after they get delivery of the flooring to their warehouse. Several weeks went by and I had heard nothing from Zothex about when the work would begin. Then in late October, I received a call from our sales rep *** saying he was no longer working for the company and that his direct supervisor, ***************************, would be taking over the project. I spoke to ***** and he said he would look into what was delaying the flooring. By early November I still had not heard anything from ***** about our flooring so I texted him. His response was he was no longer working for Zothex. I tried calling Zothex and all I could get was their answering machine stating they are no longer accepting new work or jobs but if you have an existing job, leave your name, job order number and phone number and someone will get back to you. I called several times to leave the same information but as of to date, I still have heard nothing. All I ask is to seek a refund of my deposit.

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We had Zothex Flooring install LV planks in 4 bedrooms, hall, living room and dining room. Within a year, we noticed that the flooring in the hall was starting to warp. After many phone calls to the salesperson with no reply, we contacted the company directly. They sent a gentleman named **** who said there was moisture in the foundation and we should contact our homeowner insurance because we probably had a pipe leak but he would contact the flooring manufacturer and get back to us. We waited and he never got back to us. After speaking to my insurance agent, I decided to contact a leak detection specialist who check the whole house and he concluded that we had no leak anywhere on a property but the flooring company did not install a moisture barrier between the foundation and the new flooring. (I had ask the salesman if we need to do anything to the cement foundation and was told that the product was waterproof and nothing needed to be done.) I contacted **** again and he said that they installed it according to the manufacturer's specs and they would not do a thing about it. I then contacted the manufacturer and they sent me the specs stating that the foundation needed to be dry and stay dry. (thus requiring a moisture barrier.) So Xothex did not install it correctly.Their warranty states that the workmanship will be free from defects for a period of 5 years. It was installed in April 2022.

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have 3 open contracts with Zothex Flooring for my non-profit agency. Zothex has received just under $25,000.00 in deposits. They will not return emails and phone calls. I stopped by the north freeway store and a man claiming to be working for the company told me he would have zothex call me. The have not reach out at all and my contact with the company has been laid off.

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We went with Zothex for countertop replacements and were promised 2-3 week lead time. We made a $6000 deposit on 10/16/2023. First there was a delay in the slab, understandable in the industry. Then our sales rep tells us that the fabricators are not answering her calls. Finally, they week before Thanksgiving, our rep tells us that she has been laid off and provides us the owners cell number. ******* was in contact a couple of times, but no firm answer of when the project will be done. Now he will not answer our texts, calls or emails. Now the only thing we can expect is our money back.

• Initial Complaint

  Date:11/28/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Contract was initiated on 10/27/23 to remove current flooring and install new laminate flooring. After many failed attempts to reach company we became aware that the company had closed. Eventually reaching the owner, he promised to complete project. After many further attempts to reach owner, a verbal agreement was made him to complete project. Owner/contractor failed to proceed, meet deadlines and refuses to refund deposit paid.

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We are writing to file a complaint against Zothex Flooring due to an exceedingly disappointing experience with them. Our attempts to address this matter directly with the company have been unsuccessful, and we are seeking your assistance in addressing the issues outlined below.Summary of Complaint:My husband and I engaged Zothex for a flooring project, initiating the process with a substantial deposit of $4,000 on September 23, 2023. The Salesman/Flooring Project Manager, ***********************, assured us that the project would commence between October 10-13.Our requests for updates were met with unresponsiveness and delays.Subsequent email and text messages sent to the store manager, ***********************, yielded limited response.Our request for refunds through emails, texts, and calls to Manager ***********************, the owner ********************************* and the accounting department have been met with silence and unresponsiveness. As of November 22, there has been no communication from Zothex.Requested Resolution:We seek your assistance in achieving the following resolutions:1.A comprehensive investigation into Zothexs business practices and communication policies, taking into consideration numerous similar complaints against Zothex evident in social media reviews.2.Facilitation of a prompt and complete refund of our $4,000 deposit.We appreciate your attention to this matter and trust that the Better Business Bureau will aid in resolving this dispute. Should further information be required, please do not hesitate to contact us.Thank you for your time and consideration.

• Initial Complaint

  Date:11/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On September 30, 2023 I made a payment to Zothex of $3757.00, with the understanding that carpet would be ordered and installed in my rental property within **** days to accommodate the upcoming move-in date for my tenants.During the initial discussions, *********************** assured me that the carpet would arrive promptly and could be installed in time for the scheduled move-in. However, two weeks passed, and no progress or updates were provided until I personally reached out via email. After my inquiry, the owner, *********************************, offered assurances of a solution, but unfortunately, all communication ceased soon after, leaving my concerns unaddressed.Despite my repeated attempts to reach out through emails and phone calls, my requests for updates and cancellation remain unanswered, and there has been no indication of progress or resolution.Since the beginning of October, I have received the same generic response indicating that the carpet is en route from Georgia, with no concrete information on the delivery timeline or tracking details. This lack of transparency and consistent delays have caused significant financial losses.I specifically chose this company based on my previous experience, and the assurance provided by *********************** that the carpet would be installed promptly. He was fully aware of the time-sensitive nature of the installation for my rental property, given that tenants were scheduled to move in. Regrettably, it has now been five weeks, and I am still grappling with the uncertainty surrounding the delivery.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair 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.

  We started with Zothex 5/2021. This project began 1/2022 and was quoted roughly $93,000. We had problems at every stage of the project. In 4/2022 their contractor had to be replaced. Someone came to re-grout the bathroom 2x, some tiles adjusted, and grout added around the drain. This cracked quickly, so siliconized grout was added around the drain. The project ended 2/2023 and we met to finalize our bill, receiving a discount for our costs and for their mismanagement. When asked, we were assured that the project had a 1 year warranty on the products and work, and call our project manager with any issues. In 4/2023 we contacted him because there was a skylight leak, the siliconized grout had cracked, and we had pooling along the drain. We were told the whole bathroom would be re-grouted so this work would not look like a patch-job. The work was sloppy and there was pooling on the other end of the drain(tiles poorly cut/sticking up, smudging on new tiles, messy caulking around the tub, not re-grouted, drain damaged). We were given to the claims specialist and a new team came who did a better job with the tile, but there is still some pooling, chipped tiles, grout cracked within 2 days, area missing grout. The workers planned to come back to re-grout and fix the tub caulking (they left some minor tools here). Zothex said they ordered a replacement drain cover. When we called to schedule repairs, we were told that they no longer wanted to finish the job, citing they have already lost too much money, and that no other sub-cons want to finish our project. No discussion. Zothex would provide us materials. We sent an email stating that we wanted the inner shower area to be demoed, re-planed and re-tiled with the new drain, instead of a patch job, and if they did not agree to inform us how they will paying for the repairs. We don't feel we should be financially responsible for a warranty complaint. We have not heard back since our email was sent 5/12/2023.

  Business Response

  Date: 05/27/2023

  We are in the process of communicating with the customer to find resolution.

  Customer Answer

  Date: 05/30/2023

  I am rejecting this response because:

  We have had limited communication with Zothex in working toward a resolution but it has not been resolved yet.

  
  

  Business Response

  Date: 06/14/2023

  We are in direct contact with this customer and working on a resolution to get her job repaired. We have not ignored the issue and will resolve it directly with the final consumer. Thank you for the follow up.

  Customer Answer

  Date: 06/19/2023

  I am rejecting this response because:  This issue has not yet been not been resolved to our satisfaction.  We have been in communication with Zothex, however, we are still in the process of finding a 3rd party to assist in the redo/repairs.  
  

  Business Response

  Date: 06/20/2023

  There isn't a need to reject the response as we fully intend to get the issue resolved. Continuing the complaint through the BBB will not resolve the issue at hand. We will resolve this in house.

  Customer Answer

  Date: 06/24/2023

  I am rejecting this response because: 

  We have not yet come to a solution.  We do not have strong confidence that this will be resolved to both of our satisfaction because when you chose to leave our warranty claim unfinished, you only offered us materials. Only when we escalated our complaint did you make any financial offer.  We were told this offer was firm, and based on the information we are learning, that will likely not be adequate.  We are working very hard to find a 3rd party to help, but until we do, this issue has not yet been resolved, and thus we will not say it has.

  
  

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair 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.

  ** November 2022, I got a quote to do some remodeling to my house (whole interior paint, flooring throughout the house except two baths, and a wide brick fireplace would have to be trimmed). I was very clear to say that I wanted the job to be completed before Thanksgiving which was told that it would happen but that it was possible that they would have to come back for minor touch **** which I agreed to. The person who cut down the brick wall left it crooked, I reported that right away and both *****(Zothex) and the fireplace contractor came back to check. At the time, it was certain that the whole brick wall was going to have to be demolished and rebuilt, or another option was to use stone to make it look even, I did not like the idea of changing it to stone but agreed to it because I wanted to put all of my belongings (stored in garage and back patio) back into my house to avoid humidity since it was winter. ***** kept saying that he was going to get a new quote to fix the brick because the stone or rebuilding the brick fireplace was going to be very expensive. I kept texting ***** asking when it was going to be done and he would not respond most of time and when he did he just kept saying that he was waiting for a response. The job was just finished on Sunday, May 14, 2023. I did not have full use of my house for 6 months since they barely installed the toilet in the half bath and finished up touch up painting. My living room is still not back to normal since we had to wait for the fireplace to be done before we could arrange the furniture, because of the winter storms I had to use my home office to store some furniture and my backyard was storing the debris that they were supposed to get rid off for 6 months. I just got my remaining balance and see that they only credited me $500 after I told them that it was unfair to ask for the whole amount when it was their fault since it was their fault that it lasted this long.

  Business Response

  Date: 05/16/2023

  The original renovation deadline wasn't met due to a problem with the fireplace. *******************, the homeowner, stopped the project because she needed her house free for the holiday season.
  In January, I engaged *************************, a general contractor, to find a solution to the fireplace problem. He inspected the issue and brought in a ***** to suggest possible solutions. Unfortunately, none of the proposals were practical due to either high costs or disapproval from ********************
  During February, ******************* was out of town and she said she would get in touch once she returned. By mid-March, I involved another fireplace expert in the project. Since ******************* didn't want further dust in her house, any solution involving additional cutting of the fireplace was rejected. ******************* eventually chose to use ledger stone for the fireplace.
  The selection process for the stone was time-consuming. When ******************* finally chose the stone, I placed the order immediately. Unfortunately, the hearth material ******************* preferred was not available as a single slab, and she did not want the tile look for the hearth. I then engaged our MSI representative, to find a similar alternative. Once ******************* approved the alternative I suggested, based on the photos I sent, I ordered it.
  From then on, the project proceeded smoothly. When the ordered materials arrived, I scheduled the installation. I met with the contractor at *******************' home to ensure everyone was aligned before the work began. The contractor completed the job last Sunday. ******************* expressed satisfaction with the work and called to make the final payment, though she requested a discount. I offered a $500 reduction, and this email is in response to that conversation.
  If you have any questions about this, feel free to contact me.