ComplaintsforFootprints Floors

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Footprints floors in *******, owner ***************************, was contracted to complete approx ****sqft of hardwood flooring. Weve had a number of issues. After many attempts, we havent been able to resolve the damage or poor quality of work done in the home. The manager, *****, visited to review work and told us he sent over 120 photos to ***** to show issues needing to be fixed beyond even what we requested. One person arrived to fix the work, only worked on two issues, made it worse and incomplete. They claimed to have upcharged us over $1k as a referral fee to floor and decor where we purchased the flooring. Floor and decor install customer care claims they have evidence that we sought the referral and that a quote was given, but that there is not a referral fee and that our work done with their preferred contractor (Footprints floors) wasnt documented or shown paid after the quote and so they cannot resolve anything. Weve made many attempts to have issues fixed without success. The varying representatives from Footprints Floors who arrive to correct issues never know whats going on, argue and do not have tools or complete the job. When attempting to contact corporate, there is only a voicemail and weve received no response. We were quoted approx $7400 including the referral fee and finished two sets of stairs. The stairs were removed from the total because how badly they were done and it was agreed the rest would get fixed with about $500 left to pay after. They also never adjusted our quote after wed completed some of the sqft ourselves prior to their install. The job wasnt completed on time and not cleaned up. The dust was so bad, we had to take our child to the ** for an asthma attack and spent days mopping every surface. Theres evidence of damage throughout the home where the flooring boxes were slammed into walls/doors/ceiling

  

  Business response

  10/23/2023

  Thank you for contacting Footprints Floors of ******.  We understand that you have contracted with ***** and Footprints Floors of ******* and that you are now seeking warranty work in connection with that project.  As each Footprints Floors location is independently owned and operated, you will need to speak and work with ***** to find a resolution that is fair to both you and him.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Initial work completed on May ***** 2023. At the time I did not have the stair nose on hand due to delay in shipping. I have paid the invoice since then and have been in contact with the owner and have not gotten an exact date on when the stair nose can be installed. It has been almost 2 months since the install and the job is still not complete. This is specific to the ***************** location.

  Customer response

  07/20/2023

  I filed a complaint towards footprints flooring and the owner reached out to me and fixed the issue. You can either delete or **** my complaint as complete.
  
  

  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of floor repair: 9/21/2022 Amount $1200 - deposit of $600 paid prior to scheduling repair. $600 paid after work was done Company was nice and responsive up until the day of the repair. The work order was misworded and the crew did not have the stain (one was too light and the other too dark - both cans of stain were shown to me before sanding started and nothing shown to me after sanding and before the water based finish). This was brought to the company before the repair on 9/21/22. I was assured the company would get the stain by ******. The crew said they would ask me for approval prior to finishing the job. This was not done. The new stain is lighter than the rest of the floor. This was communicated to the company when ****** returned to pick up payment on 9/22/22. Since the floor repair, I have sent emails to Hunter, our salesperson, ******, the office manager and communicated by text with ******. The company offered to fix the problem for an additional $417 because they assumed I picked/approved the stain color. I stated that this was not my mistake and I had no say on the stain, so the fix should not be an additional cost to me. If Footprints Floors cannot fix the problem without charging me, I requested to be compensated so that I can find someone else to fix the issue. My last communication with the company was 10/7/22. I called the corporate office at ************ on 10/10/22 and left a message. No one has returned my call, text, or email to resolve this issue. Please assist with resolving this issue. Thank you.

  

  Business response

  10/12/2022

  Hello ******, and thank you for contacting us.  We apologize that no one from the corporate office has responded to your voice message on Monday.  I will contact our ****** staff and ask for quick communication to you so that your concern is addressed.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did not do the work as promised. They didn't show up, lied about doing the work. Misrepresented their work and over promised outcomes.c Insulted me, called me crazy. Took 2k for work not provided.

  

  Business response

  09/30/2022

  Good morning *****,

  Thank you for reaching out to us about your concern in the flooring work done.  I will speak to our team in ****** about the photograph you provided and someone will reach out to you with response.

  ******

  Customer response

  10/06/2022

   
  Complaint: 18147866
  
  I am rejecting this response because:

  The treatment I received from Footprints Contractor was simply unacceptable. I would have gladly paid for replacement of the floor, yet I was told they could repair and make it look new. The designer verbally overpromised and mispresented the outcomes I could expect. ******, the designer even stated that she could get the bleeding from the nails out. 

  
  I was asked to leave the house 3-4 days. The first day was a no show no call. I was assured the work would start the following day. The individual showed up the next day, unloaded the truck and never came back. My neighbor told me nothing had been done. When I called ******, the designer,  she sent a text, which I have, stating my neighbor was incorrect, the workers had been there working all day. I have proof nothing was done. So now, it's day two and nothing has started. Now it's Wednesday, third day of my leaving the house,  and the workers did what they could with the time remaining.

  ****** over represented the results I could expect, my time was wasted, the cost of taking dog, cat and myself to a hotel, plus the trailer rental and paying guys to move my items out, this way exceeds the offer suggested by the owner. 
  
  ****** was completely insulting and offensive, plus blatantly lied about the work. This was a clear case of taking advantage of a single elder woman, with limited resources lining in an area that is considered lower SES. A reliable contractor would have called, at the start and said, listen, after looking at the floors we can do this much, but for 6k we can just replace the floors. Communication is key. 

  
  It is disappointing the owner took the word of his contractor over mine, the contractor has proven to be dishonest. I'm still out 2k to this business, another 1 k for hotel/travel and I still need my floors done, I'm out 2k at the very least. What seems fair to this business is not fair for me. 
  
  
  Sincerely,
  
  *************************

  

  Business response

  10/13/2022

  Hello *****,

  I understand that you have been contacted by our ****** location.  Any resolution between the two parties will be found there so please continue to keep open communication with them.

  Thank you.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  About 4 years ago, I had Footprint Floors redo the floor in my kitchen. The floor was installed improperly, and because of this, several chips and cracks started appearing in the tile after about 2 years. I called Footprint Floors and after leaving several messages, someone came to my house to assess the issue. They agreed that the issue was their fault and would make the repair for free. Unfortunately, the second repair was also done incorrectly. First off, the installer was incredibly rude and never actually finish the work. They had to have a second installer come in and finish. Second, there are several areas of my floor that are uneven because the second installation was also not done correctly. Now that its been 2 years since the second install, I am seeing several cracks appear on the floor. It is become apparent to me that the second installation that was supposed to fix the first issue was also done incorrectly. They also never finished the work. I had to have another flooring company come out and fix the transition that they promised to finish. The reason why I am filing this request now is because I just starting seeing cracks in my floor within the last few months. A floor that is two years old should not have this amount of damage.

  

  Business response

  09/23/2022

  Hello ******,

  We are sorry to hear that you continue to have concerns over your project but are happy to review them if you would like to contact us directly again.  Would you be willing to send photographs as well?  Obviously, time and normal wear-and-tear *** need to be considered but we are happy to review your concerns and address them further.

  Thank you,

  Footprints Floors

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to request a full refund for the deposit given to Footprints Floors for work they have not started and have failed to honor the start date on the contract. I gave Footprints Floors a half deposit of ******** to refinish ***** square feet of hardwood flooring in our home. The contract stated the floors would be started on July 18th. On July 14th I called **** (our salesperson) to ask what time their crew would be there on Monday to start the floors. **** told me they would not be starting July 18th, it would be July 25th. The following week I called footprints floors to confirm the start date of the floors - I spoke to ****** who confirmed they would be there on July 25th. ******* from footprint floors then called me on Thursday 7/21 to tell me they would start the floors on 7/26. I told her that was not what I was told and said it was not acceptable. She then said she would call me back. When ******* called me back she left a message and told me the crews would be there on Monday 7/25 from 8:30-9:30. The weekend of 7/23 my husband and moved out everything from our first floor in preparation for the floor refinishing. On Sunday 7/24 I get a text message from ****** who works from Footprint Floors stating that the crew has car trouble and they will not start the job until Wednesday 7/27! This is a 5-6 day job, which now pushes the floor completion out to the week of August 3rd. This is not okay. We have bent over backwards to work with this companies schedule but they have breached their contract by not starting the floors on July 18th and I am requesting a full refund of my deposit. If I get a full refund of my deposit I will gladly remove my negative FB and Yelp postings. But until they honor and acknowledge that they did not abide by their contract and release my money back to my credit card I will stand by my comments.

  

  Business response

  07/25/2022

  Good morning ******************,

  I am very sorry to hear about your less-than-ideal situation.  The busy summer season is no excuse for the work being delayed and I'm sorry that **** did not set better expectations for you.  Our team is made aware of this situation and will be in direct contact with you to resolve your concern.  Thank you for reaching out and we truly wish you the best.

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

  Customer response

  07/25/2022

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

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint isn't against Footprints Floors, LLC but against one of their franchise owners, *********************** of Footprints Floors of Castle Rock. Efforts to resolve my issues directly with *********************** remain unsolved and the franchise isn't listed with the BBB. I'm hoping direct communication with the franchisor will help resolve my issue.In summary, Ive had nothing but problems getting *** to fix installation issues on the laminate floor job done in our home in March 2022. Several months after installation, the 3 boards separated leaving large gaps. I notified *** on May 4th of the issue and after MANY text messages and phone calls initiated by me, I finally got a crew out to my home on June 15th.The second crew also had issues making a simple angled cut on my transition pieces and left huge gaps between the carpet and flooring. Another call to *** and he agreed the installation was again done poorly. *** agreed to order more transition pieces to fix the mistakes of the second crew. This was on June 16th.Two weeks go by and no contact from ***. I again start the phone calls and text messages to him to find out when my flooring would be fixed. I was finally told the materials arrived on July 8th h*** see about scheduling me next week. Another week goes by and no communication from ***. The picture is how my house has been sitting for the last month with no transition pieces between the carpet and the flooring. My last text communication with *** occurred yesterday July 13th, and after screening my calls, I am uncertain if my floors will ever be fixed. I have no confidence in him with all the empty promises and lack of communication. My floors remain unfinished 3 months after the initial installation and this whole ordeal has been nothing but a nightmare.Since *********************** has gone silent and will not commit to me if and when my floors will be fixed, I'm asking Footprints Floors, LLC to assist me in getting this issue resolved.Thank you.

  

  Business response

  07/15/2022

  Good morning and thank you for reaching out to our corporate office at Footprints Floors.  I'm very sorry to hear that your project has not come to completion after the amount of time you stated. I am happy to reach out to *********************** directly to ensure he makes your project a priority. Thank you.

  Customer response

  07/15/2022

   
  Thank you.  I really appreciate the assistance in ensuring my project is completed.
  
  ***************************

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to redo my kitchen floor and there have been multiple issues with installation and safety. I called the general contractor immediately when their unskilled worker couldnt do the job and had caused damage to my kickboards and had pinched the gas line. They replaced the worker, this worker also unskilled did not adhere the tile to the ********** doesnt lay flat in some places. He also did not follow instructions and put the transition piece we discussed and he threw away my quarter rounds which luckily I found in the trash.He also tile tiled over the plug in of the stove, leaving it dangling on a wire and that tile cracked and was left that way. They were unresponsive in my needs to get this addressed and I had to hire someone to drill a hole and fix it as I was left without a kitchen. I reached out to the general contractor multiple time to address my concerns and I called him out on it and they were given the opportunity to make it right which they failed to do.

  

  Business response

  11/22/2021

  Hi *******,

  Thank you for letting us know about your issue.  I will speak with my team and we will reach out to work through a fair solution for both parties.

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

  Director of Operations

*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. ↩