Complaints

This profile includes complaints for Bob's Carpet and Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bob's Carpet and Flooring

  10815 US Highway 19 N Clearwater, FL 33764-7442

• 

  Bob's Carpet and Flooring

  5990 S Tamiami Trl Sarasota, FL 34231-3930

• 

  Bob's Carpet and Flooring

  28365 US Highway 19 N Clearwater, FL 33761-2515

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  Bob's Carpet and Flooring

  13809 N Dale Mabry Hwy Unit A Tampa, FL 33618-2419

• 

  Bob's Carpet and Flooring

  5115 53rd Ave E Bradenton, FL 34203-4134

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:01/15/2025

  Type:Order 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 11/19/2024 we signed a contract for $11,575.00 to have LVF installed in our Living, Dining, Hall, Closets, Carport conversion and pantry. We paid the entire amount for the work. After completing 70% of the work they left the remaining flooring material and left the job. We have not heard from them since. Prior to signing the contract a representative of their company looked at the job and told us it would be done in a week. They arranged financing for the majority of the job, which we are paying. We want the job completed as they agreed to in the first place.

  Business Response

  Date: 01/15/2025

  There was a portion of the existing floor that was parquet flooring and we could not install the new product over it.  This was only realized at the time of install because the existing floor was found to be spongy.  We gave the customer a price to remove this unacceptable floor and they refused to pay for it.  Instead, they insisted we finish the install.  As professionals and experts, we do not install incorrectly.  We could only complete this area if the parquet flooring was removed. The materials are in the home and uninstalled.  We refunded the install charge for this area and mailed our check #****** on January 2, 2025 to the homeowner. The check has not cleared our bank as of today. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22811190
  
  I am rejecting this response because:

  The response from the Business is not acceptable to us. We were never quoted
  a price to remove the parquet flooring, it is not spongy. Their
  representative came out to look at the job and saw no problem when it was
  originally quoted. Bobs Carpet offered to finance the job and we are still
  obligated to pay the full amount. Also we were not sent a check for the
  installation as they stated that they mailed it on January 2nd. We want the
  work completed as stated in the contract.
  
  Sincerely,
  
  ****** And ***** *****

  Business Response

  Date: 01/21/2025

  Upon initial inspection, our salesperson thought we could go over the parquet flooring in this one area. It did not seem spongy at that time. The order was made on 11-19-24. We installed on 12-16-24. Our installation manager stated the moisture could have manifested during this time period. Once the installer went out, it was in too bad of shape to install over it. We offered the customer to refund for the product and the labor. The customer would not accept this. The refund check was issued for labor only since the material remains in their possession.  The refund check was mailed on 1-2-25 in the amount of $704.25. We cannot install over the existing parquet flooring. It is wrong and will fail within a year. WE can remove the parquet and install in this area.  If they are interested, we will send the price to do this correctly. It will be the $704.25 refund plus the cost to remove the parquet.  

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22811190
  
  I am rejecting this response because: We never received a refund check. We have a contract to install LVF over the entire house. They also offered financing which we accepted and are obligated to pay the full amount. We are asking that they do the job that they agreed to do.
  
  Sincerely,
  
  ****** And ***** *****

  Business Response

  Date: 01/28/2025

  The original contracts are for $11,575 and $1,825.  These were paid in full when we realized the subfloor was not acceptable in one area.  WE CANNOT INSTALL THE FLOOR IN THIS AREA.  It is not possible.  We sent a refund check for $704.25 on January 3, 2025.  You say you never received the check and it has not cleared our bank.  Today, we voided this check and refunded $704.25 to the financing account you used.  This way, we can ensure the refund is received. We appreciate that you want this flooring installed and you can possibly find another contactor to do it. There are bad contractors out there who will take your money for work that should not be done.  We are not that contractor and we refuse to install flooring when we know the conditions are not acceptable. We are a professional flooring company and we wish we could do this portion of the job. That's our whole business. But we cannot in good conscience install in this one area. We apologize. Please stop reporting this to the BBB. 

• Initial Complaint

  Date:12/03/2024

  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.

  - On 10/22/24 Ordered a 5'x6' piece of carpet from BoBs' Carpet for the closet of our home. - On 10/28.24 the installer from ***** Carpet arrived to install but the piece he brought was 3"x4' and not the right size. At the time we contacted the ***'s In Home Shopping Manager and he claimed that the store Manager had ordered the wrong piece. In spite of multiple requests, this business never responded to my request for a resolution or a refund of $100.44, the price they charged me for the carpet, which was neither delivered nor installed. - ***** Carpet charged my credit card without completing the work as per sales contract.

  Business Response

  Date: 12/04/2024

  We sincerely apologize for the delay in processing your refund.  Our goal is always to to provide efficient service and we have fallen short in this instance.  We will be issuing you the refund to your credit card.  Again, we apologize for this mistake.  

  Customer Answer

  Date: 12/05/2024

   
  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,
  
  Si Farvardin

• Initial Complaint

  Date:11/20/2024

  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.

  Flooring was installed floor was not leveled resulting in a flood in florida room. Now it has to be redone.Company would only help if I bought new products

  Business Response

  Date: 11/20/2024

  In May, 2021, we installed flooring in an enclosed Florida room.  The installer used floor prep materials to ensure the floor was flat. It has been fine since install with no issues or complaints.  We offer a two year installation warranty and this is three and half years old. The customer contacted us in October 2024 and said a repairman doing work at the home told her we installed the floor incorrectly and it needed to be redone. I do not understand how anything we did in that room resulted in a flood and I would be willing to have it inspected to determine what is causing the problem.

• Initial Complaint

  Date:08/22/2024

  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.

  The carpeting was installed around the 1st of July. A few weeks later I called the store manager saying the installation was problematic. Because each of us had vacation conflicts, I sent him pictures. He responded and said he wanted to see the carpeting himself. He came and agreed that the job was poorly done: steps were not completely covered by carpeting, lumps existed in some areas, coverage was missing on the bottom step, several other steps were loosely tucked into seams, etc. He agreed that the installation was a problem. I told him I did not want the same installer to attempt to correct the issues. After 2 weeks, I called him. He said he talked to the installer (same one) and he said he had called me to set up a repair. He did not call. We never spoke. I asked the store manager to immediately send another person, saying that I had waited long enough. It is over a month. I am living with new carpeting badly, loosely installed

  Business Response

  Date: 08/22/2024

  we sincerely apologize that this repair was not done in a timely manner.  Corporate has spoken to the manager of this location.  He will make arrangements to have the repair done as soon as possible.  

• Initial Complaint

  Date:01/15/2024

  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.

  On 1/4/24 ***'s Carpet installed carpet and padding in our living room. We had problems w/the installer who refused to remove the largest furniture pieces to stretch the carpet. He intended to install 1/2 the carpet, place the heavy furniture on the installed side then install the rest and try to stretch it. This clearly would not allow a full stretch. I had to argue with him to do it correctly which he reluctantly agreed to do. Several hours later after he finally left, we discovered the pad had fist sized lumps throughout the entire room. After arguing with the manager on the phone he came out and agreed it was very lumpy and told us it should have been checked for lumps before install but wasn't. We requested the pad be replaced with a better quality pad since we don't want the same issue again with the same substandard product. The pad is also very hard and clearly not the same soft cushiony pad as was installed on the floor of the store as was told to us. We stated that we would accept a $600 discount instead of replacing w/better pad if they would rather do that. He offered $140 discount or the SAME type of pad. After many time consuming phone calls, he said WE HAD TO PAY THEM $200 to install a quality pad and got combative when we told him no, accusing us of taking advantage of the situation and arguing that it's NOT disruptive/inconvenient for us. He then refused to provide a phone number to escalate the situation. My husband has taken 1/2 day off to meet and talk with him and would be required to take another day off for rip out/reinstall and we will have to endure the complete disruption and disarray involved in this. At this point we feel they should install the quality pad for free AND give a $300 discount; a fraction of the money lost due to additional missed work and having to endure managers belligerence. And apologize for the rudeness and disruption and extreme inconvenience their company has caused us by not providing a quality product as promised.

  Business Response

  Date: 01/17/2024

  We apologize if the manager was argumentative with you.  There is no excuse!  We are very surprised that the installer refused to move furniture.  All of our installers are aware they move furniture unless its an item that is on our non-moveable/specialty items list.  Our store should have been notified at the time of install that the installer was refusing to move furniture and we would have solved this immediately.  In regards to the pad , the manager offered to replace the pad you chose and was on your sales contract with the exact pad at no cost.  He offered to upgrade the pad and you pay our cost or we leave the existing pad as is and refund you the cost of the pad. You refused all of the options.  Again, we apologize if the manager was rude and argumentative.  

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21139897
  
  I am rejecting this response because:

  As was stated in my detailed complaint the options the store has provided aren't sufficient for the following reasons:

  1) If we replace with the exact same pad, we will be at least somewhat likely to have the SAME problem again as it is obviously of substandard quality. We would like a QUALITY pad without the substantial risk that this will happen again.

  2) We should not have to PAY $200 EXTRA because ***'s Carpet installed a substandard product in our home PLUS Take ANOTHER day off work (not counting the 1/2 day off when manger came out to see the poor product) PLUS endure the disruption of having all of our furniture moved and our home being unusable for another day.

  3) The $140 offered to us INSTEAD of replacing the lumpy pad is ridiculous. Expecting us to pay over $2,000 for the privilege of living with a horrible defect in the materials you installed in our home (and we will have to live with indefinitely), is absurd.

  4) None of this addresses the fact that the install and follow up has been a nightmare and cost us a significant amount of time and money (in time off work) and inconvenience already. More time and money will be lost even if ***'s does the right thing and installs a product that will have no risk of being a lumpy mess. We expect some compensation for all the all the added time/money lost and huge inconvenience. 

  At this point it seems clear that you are being utterly unempathetic to the plight caused by your unwillingness to correct this huge mistake. I don't understand how ***'s would refuse to pay the $200 to make this right but instead would rather blame/insult us all the while telling us that this is NOT DISRUPTIVE to us, and that we are opportunists (we want the decent product we thought we were going to get at the time of purchase) AND INSISTING WE PAY YOU $200 to fix it. It seems clear you do not care about customer satisfaction, repeat business or your online and word of mouth reputation. Unbelievable.

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

• Initial Complaint

  Date:11/17/2023

  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.

  on 8/18 we ordered carpet to be installed in our condo living room, dining area and all halls. The cost was $7846.00. The carpet was installed in early September. The installers did a very poor job.Every seem is visible and the berber carpet appears to be different shades at some of the seems.I called the store on Manatee in ********* to complain and sent the manager pictures of my issues.He sent the installer back at which time I was told he did a good job and it was the nature of the carpet. The issue of different shade was explained as the carpet changed from one side to the other. I was not satisfied and call the manager back and asked him to come take a look. He has not been able to come and keeps telling me he will come next week. If this is a matter of the type of carpet the seem issue should have been explained to use at the time they took the order and another type of carpet should have been selected. Now we have to look at it everyday and they are not interested in our satisfaction.

  Business Response

  Date: 11/20/2023

  We apologize for your frustrations with your carpet.  Our manager went out and inspected the carpet on Friday, November 17th.  He will be working with you to resolve this issue.  Again, we apologize and want to make you happy.

  Customer Answer

  Date: 11/20/2023

   
  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,
  
  ******* Season

• Initial Complaint

  Date:08/31/2023

  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.

  I had flooring installed throughout my condo. I had cracked tiles and mismatched colors,improper preparation of the sub flooring, improper installation of the patterns, and cupping of the tile. Complained, repeated attempts to fix, still problems. Spoke to *****************************, gm, asked for settlement amount. No return call for going on three weeks despite repeated messages left.

  Business Response

  Date: 08/31/2023

  Hi ****,

  We have offered several times to make the repairs.  You decided to keep the floors in lieu of having them repaired.  We are giving you the new boxes of flooring that we ordered for ***********.  We sent you an email a week ago with a settlement offer.  We are waiting on your response.  

   

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20539379
  
  I am rejecting this response because:
  First, you have had numerous opportunities to correct the problems. Your attempts have been repeatedly unsuccessful. I did not agree to keep the floor I have decided not to continue with Bobs carpet but to replace it myself with reputable installers. Your email that *** said it is the Kitchen and foyer area is incorrect. The second bedroom and the living room are unacceptable as *** well knows and has acknowledged that there is cupping in the living room area and broken tile in the bedroom. As this is one area and would necessitate replacement of the whole floor, this is the settlement required. You settlement offer which did not include reimbursement for the incompetent installation, which you have admitted to me over the phone. You belief that I should have had to pay for this and not be reimbursed is insulting and unacceptable. To be clear to the BBB we have agreed to an abeyance on the matter due to the fact that my husband just suffered a heart attack. This does not mean that I will not respond to this complaint or that I have not instituted proceedings within a timely manner. If **** does not substantially change its position this matter will proceed to litigation, as I have been more that patient and spent substantial time and effort on this matter above and beyond that which should be required for a transaction of this nature. In addition, I will publicize the problems I have endured and warn others against dealing with this company in every and any way possible.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/24/2023

  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.

  I had carpet installed 11-23-22, and before the install the installers broke my granite countertop that was leaning against the wall. I explained prior to the break that this can not be broken, and I will move it myself with my son. They did not listen and picked it up quickly and it broke into a bunch of peices. The manager ***** refused to pay for the granite. We had multiple conversations until he did agree to pay for it. I even had to reach out to corporate because ***** could not officially authorize the payment. I spoke with ******* with corporate on 12-22-22, and she agreed to send a check. Today is 1-24-23 and the check is still not sent. I am so very upset that this company can not stick to their commitment. I wish I could cancel my carpet payment until this matter is resolved. At this point, ******* should drive that check to me personally for the hassle. I do love my carpet though...

  Business Response

  Date: 01/25/2023

  Although there is some discrepancy in the account of events between her version and our installer's version, we are paying for the granite top and installation.  The check was printed yesterday and will be available today for your husband to pick up as requested.

• Initial Complaint

  Date:10/30/2022

  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.

  On 10/27/2002 Installers from Bobs Carpet while performing the installation stole the following items from our home:$387 in cash three - $100 bills, one - $50 bill, one - $20 bill, one - $10 bill, one - $5 bill, and two - $1 bills Brass Poker chip card protector (Popeye on one side, Eliminator on other) Sacagawea dollar Yellow Carnival Cruise chip 8 poker chips from (Carnival, *********, *******, ***********) I would like ***'s Carpet to refund the installation cost as well as compensate us for the items that were stolen.

  Business Response

  Date: 10/31/2022

  ***'s is cooperating with the official investigation into this matter and looks forward to its ******************** is our understanding that the police are closing the investigation.  We are waiting for the official police report.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18328541
  
  I am rejecting this response because:  Bobs Carpet needs to take responsibility for the third party vendors they engage for installations.  Restitution or a partial refund in the amount of our loss needs to be made.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/15/2022

  Business response taken verbally by BBB:

  The police investigation has been finished and found no evidence that the installers committed any crime.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18328541
  
  I am rejecting this response because: Items from my home were stolen by their installers.  Please provide me with Bobs Carpet certificate of insurance and I will file a claim. 
  
  Sincerely,
  
  *******************