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:11/30/2024

  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.

  I was put in touch with these installers through my purchase of luxury vinyl tile purchased from **********. They installed the product on Jan 6, 2020 over bare concrete without any type of moisture barrier. I did not know any better but I've since found out that doing this without a moisture barrier is something inexperienced, unprofessional or unscrupulous flooring companies do. Now my floor is less than 5 years old and buckling at the seams from moisture absorbing up the concrete. There are no water issues in my home. All water from downspouts, etc is diverted from my home. This is just water in the ground wicking up the concrete with nothing to stop it. This is totally due to inadequate job on installation.

  

  Business Response

  Date: 12/09/2024

  Good Morning *** *****, 

  I'm sorry to hear you are experiencing issues with your flooring. Per the installation guidelines for your product, there is no recommendation for a moisture barrier on a concrete subfloor. After review of your file, I do not see where we were previously notified of any issues with your install. Please contact me at ******************* to discuss further. 

• Initial Complaint

  Date:08/28/2024

  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.

  I paid ********** to hire **** to install LVP in my home and those services have not been completed in over a month. They are sending unlicensed and ill-experienced "techs" to my home (2 different groups) that don't know how to install LVP without damaging the product. We have reached out to the manufacturer who has confirmed the damage we are finding is caused by improperly locking the joints together and beating them with a mallet. This has been an ongoing issue since 7/26/2024 and now I have no floor in my house since they have ripped everything up. I have been told by **** that they are at a point where they are telling me to accept the quality of work how it is or to choose an "easier to install" product instead to install. They are not fulfilling their side of a contract that they agreed to professionally install LVP in my home. Both installers are installing the floor in a way that would completely void my warranty.

  

  Business Response

  Date: 09/06/2024

  Good Morning *** ******, 

  I apologize for your experience thus far. I understand that there was an issue with the product being installed in your home. I have confirmed with our local management team that ************** has agreed to a full refund for the installation. You should be in possession already of a release to be signed and returned to The **********. If you have additional concerns, please reach out to me directly at *******************.  

• Initial Complaint

  Date:02/01/2024

  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.

  Delayed installation several times Always needed something else done Paint tested Flooring tested I personally knew when area was painted and were and when flooring was installed There were no hazards but they required expensive testing regardless. Only to show what was already known. They scheduled installation When installer arrived he refused to do the install. It was documented on all paperwork and drawing that linoleum would be installed in a basement apartment over a concrete floor and a plastic pump tank that the toilet sits on. A 2x2 area. The installer said we do not install over a plastic toilet pump tank. The material was from a cut roll not returnable. I had toilet removed ready for installation. Installer refused to install the flooring due to the 2x2 area that was plastic. This existing flooring had been installed there for 20 years. Installer left material and drove away. I had to find another linoleum installer. I did find one and install job went great. No BS no issues like ************* DO NOT USE THIS COMPANY They are terrible. Very unprofessional ********************* is terrible Who scheduled my installation.

  

  Business Response

  Date: 02/27/2024

  Hello Mr. ******************** apologize about the inconvenience. Unfortunately, your installation could not proceed due to site conditions that would make it impossible to warranty this installation. Please see the note from when you spoke to our General Manager in January of this year, "Measure has note that there is a plastic tank under toilet. What measure does not show is that tank is flexible and gives and extends well beyond just "under toilet". Additionally, there are high moisture readings beyond the acceptable range for an installation. Customer demanded we install without warranty which we cannot do." Any refund request would need to go through the ********** store where your installation was purchased. If you have additional questions or concerns, please contact us at *********************************. 

  Thank you, 

• Initial Complaint

  Date:08/23/2023

  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.

  On 08/22/2023, USIG sent an installer for tile with installer knowing there shouldve been foyer and kitchen. There wasnt enough materials so the installer call USIG. He was told it should only be the kitchen. Then the installer proceeded to tear up the old tile and say it had moisture. Again he called USIG office and was told to leave it to let dry 24 hours. My understanding after 24 hours the installer would be back to finish. I have a stove, dining room set and other kitchen items sitting on carpet in the middle of floor. On 08/23/2023, I called USIG to see what time theyll complete the tile. The job will not completed until Monday then a decision was made to seal the floor. I told USIG no ********** yesterday it should be sealed but was dismissed as someone didnt know what they were talking about. I explained to them when they scheduled me there is deadline for completion. I was assured it would be completed without taking into account something else would be needed. **** is taking advantage of the situation because I am elderly and a woman.

  Customer Answer

  Date: 08/28/2023

  USIG isnt a trustworthy company. I say this because Ive had 3 different people from this company call me. Each person provided 3 different resolution for a substandard job with manipulation and deceptive practices. They provide a September 4 date for material arrival and ********** didnt what I was talking about.

  

  Business Response

  Date: 08/31/2023

  Hello **********************, 

  Unfortunately, excessive moisture was found after removing your existing tile floor. The moisture is a pre-existing issue that needs to be resolved.You were provided with options for next steps, but until the moisture issue is resolved your installation cannot proceed. I recommend that you contact the local team at ************ if you have any questions. Additionally, you can reach out to the corporate office at *******************. 

  Thank you, 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20510916
  
  I am rejecting this response because: the moisture was manmade. In addition, have the installer to return items taken from my home that could be used for the second project. I am requesting a different installer on the second project.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/05/2023

  The high moisture levels were not caused by the work performed by the flooring installers. I am aware you have been in touch with our local General Manager, *****, and he explained the same. I'm showing that you have been scheduled for 09/11/2023. If you have any additional questions please contact our local team, or our corporate office at *******************. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20510916
  
  I am rejecting this response because: I called **************** and spoke to *** that said "you need to speak to local office "I'm in *******" I told him I spoke the ************* No one wants to take ownership of the issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/21/2023

  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 are missing a ton of wood flooring. When the installers left June 15, 2023 they had completed the entire living room, both hallways and three closets. They did all of that with surprisingly only 15 boxes. We had 10 boxes of wood remaining that they had stacked up against the wall. We were joking because it looked like we would have enough to do all of the remaining rooms in the house. The kitchen was all that was left undone and it is less than 100 sq feet. It should not have taken them more than 3 hours to finish 100sq ft that was already prepped. They took an entire day June 16, 2023 to complete ****************. The main installer can be seen most of the day wasting time walking all around the outside of my house talking on his cell phone, sitting on my front porch chairs talking on cell phone, sitting in his van, blatantly stealing my materials, etc. All this while My daughter and I were cooped up in my room for the second day in a row. I couldnt work my job and this was costing me money. The main installer can be seen leaving in his van for 45 minutes only to return to go straight to lunch for a hour. After reviewing all of my ring doorbell videos they took approximately (7) boxes of wood, (2) unused moisture barrier rolls, (1) cork underlayment, (5) caulk saver, (8) tubes GE silicone, (3) threshold molding, (4) quarter round, (6) wood glue bottles. After install was completed there wasnt even a scrap of flooring left for me. They took everything. In one of the videos the installer looks dead into the ring doorbell camera, realized that he was being recorded, and looks like he just saw a ghost. After that they tried to cover the ring doorbell camera to haul off a box of my silicone and caulk saver. You can see the helper run off with the box of materials while the installer was trying to block the camera. I physically looked in the back of their van on June 16, 2023 around 11:45am and saw an overfilled box of my wood flooring sitting there. The installer came right over and was noticeably uncomfortable and even pulled a piece of the wood from the box saying it was all damaged. I didnt see any damage and I had no clue how to handle the situation. All of this is on camera with sound. So far I have video documenting (16) incidences of them taking my materials and loading them up in their van. USIG should know the installers went into my daughter's bedroom and removed two of her arm weights that were by her bedside and used them as threshold weights. They also removed fire starting logs that were on my fireplace to use as threshold weights. They shouldnt be going into rooms theyre not supposed to be in and removing or moving any kind of personal property other than what was outlined in the contract without asking first. After they had already done all of that the one installer did ask me if I had any books to use as weights. If someone is doing work in your home they really shouldnt heat up their leftovers in the microwave without asking first. The mess I had to clean in the commode after they left each day was not Part Of the contract. I didnt mention any of this to ******* at USIG instead telling her the installers were great just to avoid another problem and stress. I was already dealing with **********s problems and the stress from all of this has really been a lot for me. I just wanted this terrible project over and done with. However, After seeing these videos I have no choice but to deal with this head on and I am prepared to take legal action. Let me know how your companies plan to make this right for me ************ Voicemail from USIG June 20, 2023 Email to ******************* June 21, 2023: And to be clear, I have not agreed in any way, shape or form for my personal property that was removed from my home by your installers on June *****, 2023 via deception and theft to be returned to ********** so you can add back to your inventory. Please return all items taken by the installer back to me this morning June 21, 2023 without delay.************ Email to ******************* June 20, 2023: I paid for all of those materials myself. They should be returned to me, not **********. They are considered my property not HD. Are you my advocate as you stated this morning AND doing what is right for me as your customer? It makes zero sense to return those items to HD when I dont even want to return them. I just want my property delivered back to me tomorrow as I had originally stated to ****.

  

  Business Response

  Date: 06/27/2023

  Dear ********************, 

  I appreciate you taking the time to speak with me on 06/27/2023. We take the accusation of theft very seriously. As discussed, there were 25 boxes of flooring delivered to your home containing a total of ***** square feet of flooring to cover the ****** square feet of flooring installed in your home. Even if there was no waste from damaged or cut pieces of flooring that would only leave about 1 box of extra flooring. Based on our conversation, you are in possession of 1 additional box of flooring. The additional unused installation materials were returned to the ********** store and I understand the store has processed a refund for those products. 

  Thank you again for your call. If you have any questions or additional concerns, please contact us at *******************.

  Thank you, 

• Initial Complaint

  Date:06/17/2023

  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.

  USIG installed bathroom tile in an extremely poor condition that is so uneven its a complete redo. After the manager came to the house for inspection, she agreed it needed to be redone. After waiting several weeks for corporate approval, the job was approved. A different installer came to do the job but was not informed he had to remove ************* and also showed up with no materials. He left the job without doing anything. Even after getting corporate approval, they still refuse to complete the job. There has been no communication from them since their employee walked out on the job. See photos for review. In addition to uneven cut and missing grout, the tile is not even so we are not able to put he toilet and vanity in the bathroom since they will be wobbly. Just horrible . I have no confidence in this company whatsoever.

  

  Business Response

  Date: 06/29/2023

  Dear ********************, 

  Apologies for the delay in completing the re-installation of your bathroom flooring. I understand that when the installers arrived to complete the re-install on 06/12/2023 the installer discovered some items that needed to be removed by a professional plumber before any work could be completed. Please contact our local ******** office at ************ to schedule the re-install. They will also be able to explain what items need to be removed prior to the arrival of the installer to complete the installation. 

  Thank you, 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20201683
  
  I am rejecting this response because:

  The hot water heater pipe from the floor does not need to be removed and the sloppy job you've already completed did not need to have a heater pipe removed. The second installer arrived with no instruction that he had to tear up the job that another installer had already done and said he did not want to do it. He had no materials with him when he arrived. This makes no sense to me. If he wasn't instructed to remove the initial tile and to install only, why didn't he arrive with materials.  I've wasted two PTO days trying to get this company to fix the job, 1) for the manager to inspect the initial job and agree it needed to be redone and 2) for the second installer to walk off the job with no communication to me when he realized the floor needed to be torn up. I have ZERO confidence in this company and their lack of professionalism. 

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

  Customer Answer

  Date: 07/26/2023

  I hired another installation company to do the install and confirmed no plumbing work is required. Plumbing is an excuse this company used because they did not want to do the job. Complaint may be closed.

• Initial Complaint

  Date:04/17/2023

  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.

  Through ********** I had carpet installed on February 20 ***** and since then it has been a nightmare. First 2 of the men yelled at my wife about a piece of the bed that was left in the room. When every other thing in the house was store in a POD outside my house. Then they left seems in several places as well as the carpet not flush with the wall. Then they damaged my ceiling and never made good for the damage. It took 3 more trips with different crews to finish a very simple job. The manager ****** is very rude and unprofessional. They dont always answer the phone and do poor work. Like I said before I am waiting for $ ****** in damages that they took pictures and said a check was in the mail , over 3 weeks ago.

  

  Business Response

  Date: 04/24/2023

  Good Morning, 

  I've reviewed your file and i apologize about your experience. Based on the notes, it appears that all the repairs have been completed in the home and a check was mailed to you on 02/25/2023. I understand an additional request for compensation was denied by the ************************************ Please contact me at *********************************, or by phone at ******************* with any questions or concerns. Thank you. 

• Initial Complaint

  Date:03/23/2023

  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.

  US installation group (USIG), a contractor through ************** installed new carpet flooring in my house on March 18th, 2023. Upon completion, it was noted that the king-size mattress in the master bedroom had been moved by folding the mattress in half. This is not an acceptable practice with internal coiled mattresses. The damage was severe enough to create a massive dent on the left side and shoot coils through the mattress. This damage renders the mattress unusable. I brought this to the attention of the lead carpet installer, he only spoke Spanish. I have attempted to resolve this issue with USIG but they only provided a denial letter for my damaged property letter.

  

  Business Response

  Date: 03/30/2023

  Good Afternoon, 

  Thank you for your message. We have reached out to you via email to discuss your property damage claim. Please contact us at ********************************* to go over the next steps of resolving your claim. 

  Thank you, 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19641239
  
  I am rejecting this response because:

  I have previously "reached out" as requested phone and email, only to be met with opposition and delay tactics. Replace the mattress as requested. Out next step is legal action to recoup losses from USIG negligence. 

  
  Sincerely,
  
  *********; *************************

  

  Business Response

  Date: 04/24/2023

  Good Morning, 

  As we've previously expressed, this claim was not brought to ** Installation Groups attention until at least two weeks had passed following the installation. We reviewed the installation and did not believe the installer was liable for the damages. With that said, if you can contact me via email, or phone I'd like to discuss settlement of this claim with you. 

  Email: *********************************

  Phone: ******************

  I look forward to hearing from you soon, 

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service 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.

  Upon purchasing a home on September, 2021, I purchased tile and carpeting at *********** ***************, ******* to replace all flooring at my home on October/November, 2021. ********** has their own contract with an installer, ************* Installation Group (USIG), who provided the labor.Upon getting a new puppy in January, 2023, my wife and I removed our three large rugs and found a crack on our tile floor that went from our front door all the way across to our ***********. I followed up with ****, and the installer came out and reviewed the crack and provided me information for me to follow up with *********************, General Manager, USIG. I had a few disappointing calls, with ****************, who took no responsibility and went on to tell me to collect from my insurance company.After talking to a residential builder, I was told that the installer laid the ceramic tile on flooring where there was already a crack and this is what caused the crack to end up on the tile. I was also told by the residential builder that this happens on homes that are 23 years old. The concrete flooring should have been repaired before any tile was laid.I should also note, when I purchased the home, the existing flooring was a floating laminated floor, where there was no way to see the damaged flooring until the installer removed the flooring.I would welcome any questions, you may have from me!It should also be noted

  

  Business Response

  Date: 03/23/2023

  Good Morning *************,

  Weve reviewed your installation and the inspection completed.Unfortunately, your tile cracked due to the settling of your concrete subfloor.As you noted, this is something that can occur over time. This is not a result of the work completed by your flooring installer. Please contact me with any further questions at *******************.

  Thank you, 

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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.

  This company installed new floor tiles for us and did a terrible job and refuse to answer or call us back. First, they didn't properly remove the original backerboard and just laid down theirs and then tiled over it which caused the entire floor to be uneven, have some tiles stick ** in weird places, AND to CUT all of our doors, trim, and paneling to accommodate the raised floors. So not only does the tile look terrible but all of our existing woodwork does as well. He did not ask permission nor disclose this. Also its a 2" high transition bump now from our bedroom to bathroom. Not only does it look terrible but they also didn't cut the toilet pipe holes correctly and we haven't been able to reinstall our toilet. On top of that, they left with it a complete mess (shame on me for not stopping him). I couldnt walk on it to inspect and by the time he left and I spent hours cleaning up and installing, I could finally see all the damage done. They have refused to answer our calls or provide updates so now it's been 2 weeks of NO bathroom appliances and over 5k spent. So disappointed and looking into legal action if they don't contact us back ASAP.

  

  Business Response

  Date: 09/06/2022

  Our Regional Manager and General Manager has scheduled an inspection with this customer for 09/06/2022. They will be reviewing the installation and determining the best course of action with the customer. The General Manager has been in contact with the customer to go over the next steps at this time. 

  Customer Answer

  Date: 09/06/2022

   
  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,
  
  ***************************