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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We engaged and fully paid the vendor, Flooring America to install new flooring in our home. The company came out and inspected the property and ensured all parts of the job could be completed. The job was agreed to be started and finished the week of 3/11/2024 with the goal of a completion on Wednesday, March 13th. The job was left incomplete and the company has acknowledged on more than one occasion that the job is still incomplete, but will not provide an update to when the job will be complete. The last day worked was Saturday, March 16th.Messages and phone calls have been exchanged up to Tuesday, May 28th acknowledging the work is still outstanding and that the company would be addressing to correct the issue. Pictures of the incomplete work can be provided if needed.Customer response
07/12/2024
Hello,
I wanted to inform you that the vendor visited our location today to review the incomplete work. They apologized and we are awaiting remediation steps. I wanted to let you know that the vendor did contact us and that your communication was helpful. I believe the complaint should remain open until the work has been completed by the vendor.
Thanks,
*****
Business response
07/13/2024
My Name is ************************* and I'm the Director of Sales for Flooring America. Was in ********************************************* home yesterday afternoon. We have identified the warranty work he needs done and the unfinished step. We are ordering materials and scheduling to fix them immediately. Will update here when the work is done.Customer response
07/15/2024
Complaint: 21892367
I am rejecting this response because: Date Sent: 7/12/2024 5:32:06 PMHello,
I wanted to inform you that the vendor visited our location today to review the incomplete work. They apologized and we are awaiting remediation steps. I wanted to let you know that the vendor did contact us and that your communication was helpful. I believe the complaint should remain open until the work has been completed by the vendor.
Thanks,
*****
Sincerely,
*****************************************Business response
07/15/2024
We are perfectly fine leaving this open until we are finished. Product was ordered this morning and once I receive it we will schedule and come complete everything.Customer response
07/17/2024
Complaint: 21892367
I am rejecting this response because: As stated by the company, the work has not been completed and we are waiting to be scheduled. Once the work is complete, I will be able to close the matter.
Sincerely,
*****************************************Business response
07/29/2024
We are scheduled to start all repairs and unfinished work on August 1st. When that work is done, I *************************, will walk everything with ***** to instill all work was done properly.Customer response
08/02/2024
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,
*****************************************Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Flooring America was contracted to install premium carpet in our master bedroom. The carpet was delivered with a manufacturers defects as identified by the installer for Flooring America. At the recommendation of Flooring America, we allowed the carpet to be installed. Flooring America then installed the carpet incorrectly with numerous "bumps" throughout. Flooring America promised after installation to either replace the carpet in it's entirety or provide a credit for the defective carpet and installation. After over three months and numerous inspections by Flooring America, they continue to ignore our demands to uphold their contractual promise to either replace the carpet in it's entirety or credit us for the carpet.Business response
01/05/2023
Business Response /* (1000, 5, 2022/11/29) */ To whom it may concern. What the consumer stated about he installation is correct. His wife said to continue and install it. We then had it inspected and offered to do a full replacement. The customer was concerned with us moving his very expensive furniture. We discussed a resolution on credit for the carpet. I passed it along to the owners and got with the manufacture and they agreed to 30% credit of the carpet. In good faith the owners have offered a 50% credit on the carpet and refund of the labor cost. We are now waiting on a response from the consumerInitial Complaint
10/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 5/2/2022 I was in the store and found some flooring that I planned on using for a home renovation later in the year. The plan was to start the renovation sometime after August. The salesperson "Danny" stated that if we put a deposit down the flooring would be held at no charge until we were ready to do our project, with no commitment to buy if we changed our minds. The next day after looking at other flooring we decided we liked the tile and the price at the Orlando Flooring America store and called Danny and placed a 5,000.00 dollar deposit for the tile. In early August we decided to go a different direction and I went to the store for a refund of my 5,000.00 dollars, which was processed that day by one of the salespersons at the Orlando location. As of today 10/12/2022 I have not received the money into my account. After back and forth with Celeste C*** the VP of operations, basically per her, the companies bank and credit card processing company say they sent the refund and the matter is closed, and that it is my credit card company,**************** who will not accept the refund. **************** has done an investigation and basically state that they do not, not accept refunds and are requesting more information from the business to further investigate. I sent an email to Celeste again asking for the documents that state her bank and credit card processing company sent the money and I have not heard back from her. I also stated in the last email that I will be suing the company if I do not get anymore assistance, which I have not.Business response
11/14/2022
Business Response /* (1000, 5, 2022/10/18) */ As stated in the consumers complaint the dates of the occurrences are correct . We issued a refund to the consumers credit card , i have attached the receipt that it was done on 08/09/2022. The consumers bank did not allow the transaction to go threw due to a fraud alert . We looked into to it and have been reissued the money back into our account. We have sent email , which I have attached the email. We just need to know where to mail check or can come into the store to pick up. We consider this matter closed . With regards Rob R***Initial Complaint
09/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Flooring was installed incorrectly in August at my condo in Orlando Florida. I have sent Flooring America pictures of the two areas in the kitchen that needs to be corrected. The transition from the kitchen/ hallway is not level nor did they paint the quarter round black by the kitchen cabinets. : all per contract dated 8/1/2022 ,invoice no******* I have made multiple calls to no avail. They do not answer the telephone . I leave messages and no call back. The sales rep, Brandon E**** is my contact , I have even sent emails. I need the corrective work done and completed. Today he replied to my email and said he passed it to Rob...?? Not good customer service. I can be reached at***********Business response
11/21/2022
Business Response /* (1000, 5, 2022/10/03) */ I have contacted the consumer and have come up with a resolution to resoled the concerns . Consumer Response /* (3000, 8, 2022/10/10) */ Thank you for your response. I did receive an email from Rob advising me of the plans to correct the flooring issue. I would like to see resolution . Please keep this case open. I am waiting for the Flooring America contact to get the materials to do the corrective work needed at the condo. So far, I don't have a date. Business Response /* (4000, 13, 2022/10/21) */ We are currently waiting on material from distributor. They have not given us an ETA. Material is on back order.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.