Complaints

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

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  Flooring King Inc

  5950 Anglers Ave. Fort Lauderdale, FL 33312

• 

  Flooring King Inc

  5846 S Flamingo Rd # 282 Cooper City, FL 33330-3237

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:05/01/2024

  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.

  Floor installation not great. Master bedroom had to be redone waiting my extra paid for boxes. Installation Was inspected by contractor who stated the pattern. And the way the seams were hot should've been that staggered.More than a cut of every 4 boards example 6-8 Pattern. Spooky, owner, 22 weeks later. Finally got me my extra boxes back like he was doing me a favor. There will also some glue a residue stain. Near my triple sliders from my can I put threshold molding? You tell me to try a little area with acetone. If it didn't come up contact them. I contacted him back on that Wednesday and was ignored for days. Text the girl in the front office with no reply. I finally said I'm going to leave a negative review cause that's the only way the owner calls you. He called me up irate and screaming and yelling saying I gave you free boxes. This is how you were paying me question mark I said excuse me, those boxes were paid for your installation went bad so they used my extra boxes. They continue to scream, and now not remembering a conversation of letting him know. About the floor dimage and that he would send someone up to correct it. He kept yelling, so I hung up the phone. This is not how a business should treat a customer. Nor any man yell at a lady like that. InWant more floors fixed

  Business Response

  Date: 05/01/2024

  ********************* purchased from Flooring King 2800 square feet of Vinyl Flooring for the amount of $9800. The Labor of the Installation paid to the sub contractor was $2240.  ********************* contacted Flooring King stating that she was not happy with a pattern by the door of a bedroom and that she would like to have it redone. We were happy to resolve the issue and ordered more material to replace the bedroom floor to the customers satisfaction. Once the 2800 square feet of flooring was fully installed the installer took full pictures of everything installed. Days later ********************* contacted us once more stating that she is unhappy and wants the entire house to be redone once more. There was no problem with the flooring nor the installation during this request. The extra material that ********************* is stating that we owed her is incorrect. We sent a little more then 2800 square feet of material to her residence to be installed and also re ordered additional square feet to replace the bedroom to her satisfaction at no additional cost. ********************* stated that she did not have extra material left over in case of any repairs or alterations needed to be done in the future, so the Owner of the company decided to provide her with an additional 6 boxes at no charge which ordinally would have cost her about $450. She agreed to receiving the extra 6 boxes as a kind gesture from the owner of the company. We even paid for delivery service to drop off the 6 boxes to her from *************** to ************* so that way she did not need to go out of her way. We have done everything possible to please and help *********************. A few days after receiving the extra boxes she again stated that she was unhappy and wanted us to send an installer there to remove dirt or glue stains as she explained from an area by the sliding glass door. ********************* has multiple contractors working on different things in the property and we are not at fault for any dirt etc. ,  that is done by them. 

  Pictures of the flooring installation are all attached. 

  We have done all that we could to try to please this customer and request to close this case. 

   

  Thank you.

   

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21650141
  
  I am rejecting this response because: This is false and inaccurate information.

  I ordered 2800 square feet of flooring.

  We did not do the master bathroom with the flooring. And the guy reused the flooring in the master bedroom and opened up a couple of extra boxes. I ordered extra flooring. Cause I always have extra flooring on hand period they told me not to remove the taping on the floor for the threshold for about a week. So once I removed the taping, that's when I realized all of the marks on the floor because I do not live at this property so I am not there every da. I called the owner and he said try a little bit of acetone. And if it doesn't come up, he will send somebody out. I immediately tried it called him back. Nobody answered left numerous messages. And it went ignored for days. The only way this owner calls you back as. If you leave a negative review on ******* then he'll gladly pick up the phone and call you and scream at you. He agreed to have somebody come out and take up the stains. The reality is, the flooring should have been done correctly. The first time I should not had to. I've accepted it this way but since the house is on the market to be sold. I didn't want to make a gigantic issue out of it due to my health concerns. The boxes he gave me were my replacement boxes. I'm glad they wrote an amount on it. Cause he told me it cost him over $850. See, this gentleman likes to talk about his eighty million dollar a year business, which is none of my business nor do I care I know what I paid for and I did not get it. I also had a ****** to his install. As complain about how they get paid 80 cents, a square foot and they don't get paid for the molding that they install. He said he would be firing these installers. And never using them again, so he already knew that the installation went bad. Because I have the text message and email verification of it. This is what you call bad business. I guess if he doesn't want to come to a resolution of refunding some monies I'm getting the stains off the floor then I guess I'll have to dispute this on the credit card. It's very easy to see, since there's no furniture in the property.

  There's a few other things. I could point out that a wrong, but I am not doing so. At this time

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

  Business Response

  Date: 05/02/2024

  We have done all we could to assist *********************. She is not only making false accusations about the owner of the company screaming and hanging up on her, but she  has been abusing our kindness. ********************* did not pay for any extra material, as she stated in her complaint  which also was a false comment. Not only did Flooring King originally upgrade her at no charge to a more expensive material, which would have been an additional  $1400. We also provided her with 6 boxes of material at no charge and paid for a delivery service to deliver them to her property from *************** to *************. The pictures I provided you with proves that there were no damages, etc to the flooring the day the installation was completed. ********************* had multiple contractors working on the property from different companies, we are not responsible for any spills, or damage done by another company. We were glad to send out another installer once again to inspect the areas, however we refuse to be abused by this customer. We have multiple messages of ********************* insulting and threatening to write bad reviews etc. for no reason just to get her way. We have been insulted as well as the  contractor whom installed her flooring. This customer does not want assistance for her ******************** , she wants to just abuse the system and is looking to insult our credibility.  We have done all that we can to help her . We always go out of our way for our customers, however we will not be abused for our kindness. 

   

   

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21650141
  
  I am rejecting this response because:

  Flooring king has made some serious false accusations. The only renovations being made were in the kitchen and the master bathroom, which had nothing to do whatsoever with the middle main part of the back of the property where they glued down the transition molding, the owner and representative from the store has all the text messages, e emails and photos. This will prove the dates and timing. They asked me to leave the tape. Glue tape on the transition ****** for 7 days when I peeled off the tape. That is when I noticed all the discoloration in the flooring, whether it be glue adhesive. Who knows I am not a flooring installer. Mind you. There were ring video cameras in the household. And everything has been documented all emails and text messages. Attached. I have correspondence with the store manager. She knew very well, but there was a problem with this flooring. But you could see how they're not taking responsibility. You could read all the Yelp, reviews how these people do not take responsibility for their material. And installers So I guess I will have to proceed accordingly. Since i'm getting nowhere with this company. You could obviously see by their response. Common sense. When you put the blame on someone else as a business owner, that's bad business. I'll just leave my photos and review up. So people are aware I have not made up any lies. Owner was screaming and yelling at me on speakerphone I have witnesses that were in the property at the time of the phone call including my father's nurse. When you're on the phone with *******, you can't even get a word in. I'll let the professionals handle this matter

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

  Customer Answer

  Date: 05/02/2024

  Flooring king in the office manager are fully aware that in my quote. I was to get extra boxes plus I didn't use the full 2800 square feet, which would have left me with extra boxes. But they had to reuse it. Cause they laid the bedroom the wrong way. The contract of working on my house was remodeling. The master bathroom, which is nowheres even near this area where the stains are and I put new quartz countertops on in my kitchen. Once again, nowheres near this area it's basically a back room that no one goes into. You will see by the photos they know. They owe me the boxes. Find their response with the photo of the boxes. Also after speaking to the Phone with *******, he said that he was going to be firing that crew. Sadly, the original crew that was supposed to do that. Install. The gentleman passed away on Easter gave him my condolences. Even the woman in the store, the manager said. I really wish I had that original crew for you. This was a horrible job. Everyone is fully aware of it and I have all the witnesses to prove it. Please see attached text messages and I. Also have further contractor witnesses on speakerphone. That heard the whole conversation because I had the floor inspected by my contractor who said it was a horrible job. And you don't lay flooring this way. That's why *******? The store manager told me he was going to fire the installer. I had to sit there for days. Listening to him complain about how much money he gets paid. And they don't even get paid too. Install the molding. That's part of the deal you buy the molding and they install it for free. This is taking advantage of the consumer you can see on their yelp reviews

• Initial Complaint

  Date:02/13/2024

  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.

  $3,851 was paid in late July 2023 to install new laminate flooring in a storefront, with an underlayment. Immediately after installation, it started buckling. The space was always air-conditioned, and there have been no water/roof leaks, spills, etc. The vendor sent someone out, who said they can/will not repair it, and the flooring is out of stock. The vendor has alternated between "humidity" and "moisture from the concrete" as reasons for the damage. The proposed "solution" is to sell us a new floor. Additionally, we were charged for 1.2k sqft of material for a 960sqft open space, but the installer took the extra flooring with him. So we're unable to even repair this on our own.

  Business Response

  Date: 02/14/2024

  Response on behalf of Flooring King,

  Flooring King has sold material and had sub contractors install flooring for many properties for *******************************, unfortunately he is unhappy with the response of the issue with the flooring for this specific property. 

  ********************** purchased the least expensive laminate flooring package that we offer which is water resistant , not waterproof in which the sales representative insisted and offered him water proof vinyl, but he insisted of purchasing this due to his budget at the time. **** was aware of the laminate not being waterproof and the we suggested a commercial grade flooring which he denied to purchase. We added an additional moisture barrier to his order to be installed underneath the flooring to do our best to protect the flooring from moisture. 

  Flooring King received a call about 6 months later from ****'s assistant *******, that the tenant of that property is complaining that the flooring has been buckling. Therefore we send an installer to inspect the areas of concern on 01/09/2024 in which he did his best to repair it for the time being. After evaluating the flooring , he diagnosed that there is excess moisture coming up from the concrete and even the Vis Quin ( moisture barrier ) that was installed was not enough due to the excess moisture from the type of concrete in the property. The commercial location needs to have  a waterproof flooring installed due to the excess moisture from the concrete in the store front.  Also this commercial area has very heavy furniture that is being moved around and causing the laminate flooring to buckle even more. **** is aware as well as the tenant ****, that they need to change the flooring to a waterproof commercial grade floor. 

   

  I have attached THE REPAIR SLIP FROM 01/09/2024 WHICH THE ***** SIGNED after the installer did some repairs to his best ability. 

  Since then , we have offered *************************** to replace the laminate flooring to a commercial grade Vinyl Flooring for a discounted cost to try t help him as we do not want to loose him as a customer. We spoke to him last on 02/13/2024 as he mentioned he will think about it and contact us back. 

  We would like to close this case and help this customer replace his ******************** to a commercial grade Vinyl at a discounted cost. We are waiting to hear back from him as he mentioned he would contact us back.

   

  Thank you.

   

  Regards,

  Flooring King 

• Initial Complaint

  Date:11/10/2023

  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 have purchased two sets of flooring from Flooring King. The first time I purchased $6310.32 of flooring in August 2021 and hired my contractor to install. Within less than a year (summer 2022) the floors started to lift. Flooring King blamed my contractor for the floors rising and the owner, *****************************, was exceptional at persuading me to purchase new flooring through him & that he would send me the best installers to ensure that this does not happen again.On January 30, 2023 I purchased more flooring at $6300 for flooring and the installation cost me $1900; so I spent an additional $8200 with Flooring King. The floors were installed the first week of February 2023 and it has *** pure H*** since. The install was a botch job. floors chopped in mix matched pieces to fit into areas of the home. I ordered 3 waterfall steps but in lieu of the steps, installers sliced up planks to create the steps. (sides exposed, pieces cut in odd places, baseboards not replaced, holes in walls, no integrity in work.)I have had a myriad of back & forth communication with the owners. The installers came back 9 times, went through 5 of my extra boxes of flooring to try and fix the horrible work. My flooring is again out of ********* only now have one box left.After the last "repair" visit, my floors started to lift near both my steps and in my kitchen/living area. (same thing that happened with first set)The owner keeps stating he will find out what is happening but in the last three weeks he has completely ghosted **** had an inspector come to my house and he confirmed that eventually all the flooring will lift and the damage is hazardous and a liability.Flooring King has stopped responding to my messages. I have receipts and proof of communication for everything.It's been a pure disaster. Subpar work, no integrity, and lack of follow through. I want a refund for both sets flooring purchased from Flooring King.

  Business Response

  Date: 11/13/2023

  Good Afternoon,

   

  We are in contact with  the customer in working with her to fix the issue with her flooring. We were able to locate some of the material for her Flooring and will be sending an installer  to do some repairs for her. Thank you.

   

  Customer Answer

  Date: 12/02/2023

  Hello- Flooring King has reached out and stated they are in the process of finding more of my flooring type to repair the lifting floors and steps.

  As of today, nothing has been resolved.

  Thank you,

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

  Business Response

  Date: 12/06/2023

  Hi ****************** from Flooring King has informed me that she scheduled with you to have the repair done in the 21st of December. Thank you. 

• Initial Complaint

  Date:09/12/2023

  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.

  Flooring King, delivered very low quality products and did a poor job installing it which resulted in damage to the very same flooring they installed.Within days of the original installation date, the flooring started cracking and lifting due to their negligence when advising the correct underlayment to be used which caused stress to the planks. To this end, they admitted the underlayment they provided was inappropriate for this application and agreed to come back and pull up the floor, replace the underlayment, and replace any damaged planks.Unfortunately the materials they have chosen for this job are still extremely poor quality and have still cracked and lifted under normal use within just a week or so, even after theyve attempted to correct it.In addition to all this, when they left the job site, they had left several mistakes covered up with masking tape so they were not found until we started cleaning the house.As if this was not enough, the ********************* worked to trim and cut the planks right on top of the newly installed planks and left gouges on brand-new floor plans.As a bonus, in places of transition between tile and plans, they used mismatched color transition, even using two completely different colors in the same transition which is completely unheard of.

  Business Response

  Date: 09/13/2023

  Good Morning,

  We are very sorry to hear the issues you are having with the flooring, however this purchase and installation was from 2020. The sub contractors that install the flooring offer a one year installation warranty, in which they have gone back in 2021 to correct any repair issues you may of had. We have not received or heard back from you since 2021 of any ongoing issues with your flooring. If you are having any new issues with the flooring please feel free to contact ****** ************ and she will be glad to further assist you in scheduling an installer to come out and evaluate the area/area and providing you with any solutions/quote for the repair.

   

  Thank you.

  Flooring King

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20593045
  

  Thank you for your response. However, I am rejecting this response because:

  You may have this job confused with someone else's because this flooring was installed less than a month ago on 8/22/2023 as you see in the attached Invoice.

  Please advise.

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

  Business Response

  Date: 09/26/2023

  Good Morning,

   

  Thank you for sending the Invoice. I was able to speak to the Sales Representative for this sale as well as the installer. The underlayment that was installed was required and  approved by  the *** Association, as it had to be  approved prior to the installation.  After the installation the customer sent us these exact pictures and stated  that the underlayment is too soft and is causing the flooring to buckle and that she has some damaged planks. We sent the installers back to the residence to remove and replace the underlayment and replace the planks for her as well. Flooring king paid for a replacement of underlayment with no additional cost to the customer. The images send to ******************** are the previous images prior to the planks and underlayment being replaced. Flooring King has done their part to replace and fix any issues and will not agree to refund to the customer . Thank you.

   

• Initial Complaint

  Date:04/09/2023

  Type:Sales and Advertising 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 moved into my home June of 2021. With the last of our savings, we booked flooring king to re do our floors. The job was so poorly done, the sub contractors were smoking cigarettes AND marijuana INSIDE my house while doing the job. It took weeks to get the smell out. They did not match the floor. Areas are lifting and broken off within 30 days of installation. They had a new team coke and redo the stairs, it was just as bad. *** reached out to the owner, all employees. The floors are now hazardous and quite often leave my young children bleeding from the feet. It is so sad how this company takes peoples hard earned money for a provided service, but instead leaves them worse off.

  Business Response

  Date: 04/10/2023

  Hello, were sorry to hear this. We checked with the repairs department and do not see any emails From *****************, regarding any issues with he flooring. We will gladly send one of the sub contractors to inspect the areas of concern. We do not tolerate drugs on job sites. Please send us the Invoice and your contact information. We would like to check who the installer was. Please send the Invoice and your information to : ******************* , we will then reach out to **** and schedule an installer to come and inspect the areas so we can come to a solution. 

   

  Thank you,

   

  Sophie

  Administrative Assistant

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

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19915069
  
  I am rejecting this response because:
  This is a lie. I have all the emails. And the invoices expire. So when I try to pull it up on my end, another one has to be sent to me. And they refuse to do so. The owner even called me by accident after seeing my message To the BBB. They know who I am. They pretend to want to help. And now its been a year since I last even heard from them. Ive been telling them the job has been wrong since day one. I can go on and on about how terrible the job is. And how they took my money and now my house looks worse than before I even bought it stop trying to pretend to help when you KNOW your arent going to help  

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

  Business Response

  Date: 04/10/2023

  Good Afternoon,

  We would like to see how we can help this matter. Please kindly send your Flooring King Invoice to the following email, which is the repairs department so we can schedule an installer to come out an inspect the area of concern.

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

  Thank you.

   

   

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19915069
  
  I am rejecting this response because:
   
  you all have the invoice. The invoice has expired in email. And you refuse to send a copy. My name is ********************* and the terrible job was done 06/21. 
  Sincerely,
  
  *****************

  Business Response

  Date: 12/01/2023

  Good Afternoon,

   

  We would like to resolve this issue, however we have requested a copy of the Flooring King Invoice from the customer in order for us to assist her, and have not received one. Please if she can send us a copy of her Flooring King Invoice we can then contact her and do our best to resolve any issues. Thank you.

   

• Initial Complaint

  Date:04/08/2023

  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.

  This has been an ongoing situation with Flooring King since April 2022. The vinyl laminate is cracking, splitting and sliding. I have been promised a resolution over and over again, and yet they never follow through with it. They finally sent the installer to come look, then he said he would replace the problem areas with the partial box I was left with, but then no call from Flooring King. I am a busy person, and it is unfair that I, the customer, should have to chase them repeatedly to do their jobs. I even reached out to the owner, who put me in touch with the same person that does not follow through. Now the original installer no longer works with them, so they promised to send another installer to look. That was in January 2023. Here it is ****** and still no call or email. I even went to the manufacturer, ******* INTL, to see if they would honor their warranty, and they informed me that they do not sell directly to Flooring King, so the claim needs to be filed with Flooring King, not them. I'm attaching all of the emails with the history. Oh, and the receipt they issued was written on NCR paper, so it faded over time and I threw it out. I asked for a copy of the original, but one was not sent, and the next time I asked, I was told it was too late; they have been filed away.I cannot post the entire email chain, but this was the latest promise. They want me to pay to have it fixed:Re: Flooring Issues FK REPAIRS <*******************>Mon, Jan 16, 2:07?PM to me Hi ******,I will be scheduling an installer to come inspect your flooring that way we can provide you with a quote . Please note that your flooring warranty has expired in November 2021. I will contact you once I have y9ou scheduled for an inspection. Thank you.

  Business Response

  Date: 04/11/2023

  Good Morning,

  ****** contacted us on January of 2022 that some of her floors were lifting. The sub contractors provided a one year warranty on the installation. Once ****** contacted Flooring King, we sent the request out to the installer that installed her flooring and it was up to him to contact her and decide whether he can assist her or not. The warranty expired on November 2021. If ****** would like we can send a different  installer to come and inspect her flooring and provide her with a quote of what will need to be one to repair the issue she is having with her floors. ****** can contact : ******************* and ****** will be glad to further assist her. 

   

  Thank you.

   

  Flooring King

   

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19913524
  
  I am rejecting this response because:
  

  This same promise was made to me in January, and to now, I was not contacted by ***** to set up the appointment.  The installers used by Flooring King are unlicensed and uninsured, and they ack the skill needed to do the job correctly.  If they had installed it correctly, I would not be having these problems.  Pieces of the slats have cracked off, leaving gaps that are unsafe to bare feet.  They are sliding away from the walls, and also cracking across the slats as well.  This thin flooring clearly was not made to be installed over my tile floors.  I do not intend to pay Flooring King for or any of their installers for any more service.

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

  Business Response

  Date: 04/20/2023

  Hi ******,

   

  The installers are most defiantly insured and licensed. If you would like to discuss further please feel free to contact me at either phone line below. Thank you.

   

  Office line: ************

  Direct: ************

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19913524
  
  I am rejecting this response because:
  

  The manufacturer, *******, will not honor a claim through me, but only through Flooring King.  Flooring King employees, both ***** and ******, claim that these 3.2 mm planks can be installed over ceramic tile.  If that is the case and this was properly installed, then I would request that Flooring King put in a claim with ******* and make me whole.

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

• Initial Complaint

  Date:03/06/2023

  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.

  The company installed flooring in 2021, with a 5 year warranty. The floor is lifting and splitting. I contacted the owner who assured me he would do anything possible to help me. The company is now permanently closed.

  Business Response

  Date: 03/08/2023

  Good Afternoon,
  
   We have reviewed the complain and the customers Invoice. We have looked over our records and do not see a request for a repair from this customer. Our office number is listed on the Invoice ************ and the owner of the companies phone number is listed all over the website which is ************. If a customer contacts us for a repair we immediately  provide them with the repair departments email address and phone number to start a ticket for an inspection. We have not had any requests from this customer of any ******************** issues or  repair.
     Flooring King offers a 30 day warranty for installation from  the date of installation. We do not offer a 5 year warranty. It clearly states this on our disclaimer that every customer must sign at the time of purchase. I have attached a copy of it. We however will be glad to help the customer to repair her floor. We actually have more material of Laguna flooring, but limited amount. Please have her contact ****** at ************ or send an email to ******************* with a copy of her invoice and contact information. We will be glad to send someone out to inspect the area and provide her with a repair estimate as she is not under warranty. 
  
  Thank you.
  
  ***********;
  Flooring King
  Administrative assistant
  ************
  

• Initial Complaint

  Date:08/08/2022

  Type:Order 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.

  Contract for flooring materials purchase/installation signed with FlooringKing in ************* on 8/3/21. Project done 9/2/21. In mid-May of 2022, I advised ****** at FlooringKing that there were worsening creaking/unleveling of portions of the flooring installed by their contractor, Basic Floors LLC. (I had previously tried reaching *************************** @ Basic Floors with no success). ****** **** ****** and ***** out on June 3rd; I tried explaining the problems but as their English was not very good, they got their boss, ******, on the phone. His suggestion re changing my A/C temp, was not successful. Around early/mid July, I tried contacting individuals I had previously dealt with but NO CALLS have not returned. Therefore, my request is that FlooringKing and/or Basic Floors, reimburse me 30% of actual install costs (total install price was $728.00) and I will have the problems solved with a company that takes more pride in their work and follows thru on their warranties and/or guarantees. Thank you BBB.

  Business Response

  Date: 08/10/2022

  ************ is not longer sub contracting with us, therefore we have agreed to credit the customer for the amount of $218 . Thank you.
  

  Customer Answer

  Date: 08/11/2022

   
  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

  Date:05/17/2022

  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.

  Good Morning, I contracted Flooring King since they gave me a great price and a quick turn around on installation. The installation took place on 04/05/22 and 04/06/22, the installers were great and understanding. However, i have been trying to get things fixed around the house with the flooring. I had the floors bare and caused minimal work for them (i.e no carpet needing to be removed or furniture and minimal cleaning). After we started moving in, we noticed that a couple planks were lifted and there are major dips all over where we walk with cracks in between the planks, i called into flooring king and got the installer back out to fix the issues since they left a nail sticking up and didn't level the flooring to minimize the dip (personally that was laziness and not checking on the bare subfloor before installing or after installation).Then instead of replacing the plank, they just moved them around. This bothered me a bit but wasn't something that i would blow a gasket over. However, now that i am having a bigger issue with the dips all over the house (the most important areas, such as dinning room and master) the planks starting to lift again (in the same room, since they just put glue under it to stick to the subflooring) and calling various times. I have not heard back from them, its always ill get back to you and after 2 weeks no one has. I am extremely dissatisfied and upset at this point. I would like for them to 1. Partially or fully refund me the installation due to the issues I've had (paying over 9k for flooring isn't cheap). 2. Bring another installer (to have a second pair of eyes) and level the flooring and bring new planks to replace the ones that are lifting and damaged. I hired professional services for a reason and to not deal with DIY issues like these. Please looking for some help and to get our floors taken care of so that they can last the ***** years that is expected from professional grade service. Thank you, ***************************

  Business Response

  Date: 05/19/2022

  Good Morning,

   

  We contacted the installer and he has contacted yesterday May 18th 2022 ******************************* . The installed agreed with ****************** on a date to  meet and evaluate exactly what needs to be fixed . Thank you.

  Customer Answer

  Date: 05/26/2022

   
  Complaint: 17212055
  
  I am rejecting this response because: I still have not heard back from when they are coming to fix/review the floor, i was told i would get a call back. I Was also waiting on a call from the office to see if they will refund/credit back some money for the situation I'm dealing with. I keep hearing I'm sorry and that we will get it fixed, however i am still not seeing any action. At this point i would be happy to get refunded part of the job/materials as this is causing extreme inconvenience and is time consuming to keep reaching out to get a resolution. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/30/2022

  Good Morning,

   

  We have reached out to the installer and rescheduled with him to be at the customers residential on Tuesday the 31st. The installer will be sure to contact the Client prior to arriving. Sophie ********** Flooring King has contacted the client this morning to inform him. Thank you.