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:05/01/2023

  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 contracted with ***************************** World late October 2022 to provide and install **** of TruCor LVP flooring for a total of $15,940.05 paid. From the day it was completed it was never right. There are numerous planks not properly locked together leaving gaps that no longer make the floor "waterproof". The transition strips were glued to the floor which they should never have been, per the manufacture, locking the floating floor. One of the transition strips is not even the correct product. The installer did not mix the patterns properly for the correct visual effect in the kitchen area. The underlayment used is a lesser thickness then the contract required, and the manufacture calls for. Plus, other issues. There was a private, third-party inspection done, paid for by TruCor, that supports the flooring not being installed properly from the beginning. It even stated the subfloor was out of level per the required specs causeing the floor to not lay properly and therefore it never having a chance to be correct to start with. There is a mention of my baseboards being too tight in areas as well that could add to the issue of the floor not being able to move freely, however, that could be a result of the other issues, but regardless all the installation issues existed first and prior to the baseboards being installed. After the report, the owner originally offered to change the transition strips and repeating pattern areas but 100% denies any of the other issues noted in the independent report. I spoke with the owner's wife; I believe she is a co-owner, when the work was first completed, and she led me to believe they would fix things as needed. I have been pursuing resolution with them since day one. I have requested a full refund form them as I have been told by multiple flooring companies that it all has to be removed and replaced, it can't be corrected. The owner refuses to take any responsibility and do the right thing, regardless of all of the facts presented.

  Business Response

  Date: 05/17/2023

  To whom it may concern,
  Let me explain; unfortunately, not all comments from clients are true. This is a situation where I should have listened to that little voice inside of me that said, Dont do this job. I was warned by two different people that this client is extremely picky and to be careful!
  We installed this job in October of 2022. We had one of our best installers on the job that has been with us for more than 10 years (installing flooring for over 30 years) with consistently above-average reviews and feedback. After completing this job, the client paid her balance in full.She stated the job looked great but had some issues. The client stated a few plank patterns were the same in the kitchen next to each other. Also, she stated there were two small plank cuts that were too small, one in the kitchen pantry and one in the dining room, both in very inconspicuous places. I offered to remove and replace the planks; however, she declined.
  We did not hear from the client again until December 23rd around 2-3 pm as we were closed for the Holidays and doing paperwork to close out the year.
  The client came into the showroom and stated that either we replace all of her flooring or she would be hiring an attorney. When we asked her why she stated the floor is making noise and there were large gaps that are huge between the planks.
  Upon inspection, everything looked great. I did not see anything that looked out of the ordinary except 1 T-mold that was slightly different in color that I offered to replace. Dye lots change from piece to piece. The client was on her hands and knees and I got down on the floor less than 12 away, and the joints were tight. They looked like every sample in my store. She kept saying the gaps are huge, but I could not see what she was seeing.
  The client was not happy with my answer so I let her know I would send an independent professional inspector out to look at her floor.
  An independent inspector (that I did not know) from Mohawk Flooring with 35 years of experience noticed that whoever installed the baseboard around the edges had installed it so tightly that it seemed as if someone was standing on the floor as the baseboards were being nailed in. This resulted in pinning the entire floor so tightly around the edges which caused the entire floor to lift in some spots as you walk across the floor. The inspector said this sometimes can cause some of the joints to open because the floor cannot expand properly.

  
  Normally we would install the baseboards, but in this case,the homeowners insisted on doing it themselves. The inspector stated in his written report, that all of the baseboards need to be removed to rectify this issue.
  
  Here are some facts about what was done:
  6mm moisture barrier was used under this floor.
  T-molding and End-moldings are glued to the cement (per manufacturer specs) allowing the floor to expand and contract.
  The client was unhappy with this answer. She threatened multiple times to proceed with legal action if all of the flooring was not replaced, even though the issues were due to her improper installation of the baseboards.
  In this situation, we took every step to satisfy the client.She said they did not want to remove the baseboards because it took them about a month to install. They did not follow the advice of the professional inspector that came out to find the cause of the issue they were experiencing.
  The problem did not occur until after they incorrectly installed the baseboards too tight to the floor (months after our installation of the flooring.)
  The only thing I can say is some people are quick to leave a bad review on public forums. I am glad I am able to respond. We take much pride in our quality workmanship and customer service, which you can read through our reviews. Tile and Carpet World has proudly been serving Charlotte County for over 30 years.  

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 19998934
  
  I am rejecting this response because: 

  The response from the owner is full of lies and fabrications. I am curious as to how he was warned not to install my flooring. Did he seek out references or did these people come into his store on their own just to warn him of this? That personal attack if very unprofessional. My flooring was installed the end of October 2022, less than four weeks following a direct hit by a major hurricane that caused severe damage to most of my area including significant damage to my home. Three weeks prior to the hurricane I had a flood in my house that required removing the majority of the flooring in my home, leaving bare concrete. The level of metal stress I was experiencing was extreme and sadly clouded my judgement and decisions.  To start with the installer worked by himself and he said he had been doing it for about 5 years. He told me that he had never seen LVP like mine, he did not know they made LVP in such an extra-large size. Therefore, that means he had no experience with installing LVP in that size, which is close to double the size of traditional LVP. I truly regret paying for the flooring but at the time I did not feel like I could handle any more stress, especially since I trusted the owner's wife when she assured me that day that they would take care of any issues there were. In fact, the owner came out to evaluate the issues just hours after I had made the payment. When he did, he told me that the way the flooring was installed was correct, that all of the planks didn't really need to be completely tight and that is how they were meant to be. I told him I was worried about it because it didn't seem right asked if that would cause any issues with them being waterproof or any other future issues and he belittled me and told me he was the professional, that he knows what he is right and wrong. He did say if I had issues with the pattern repeat, he would change a few boards if I really wanted him. I chose not to have him do anything with the pattern repeat because he made me feel like I was being unreasonable about it and honestly just thought I would learn to live with it. This all happened well before any base boards being installed. The more I lived with the flooring the more I knew it wasn't right. I reached back out to them mid-December, which was about 5-6 weeks later because I had an animal urinate on my floor and I watched it seep in between the planks that are supposed to be waterproof, where they were not installed tight to one another.  I Went to the store again knowing I needed to do something as it was not right. He again said the floor was fine and I was being over reactive. I left and consulted with a few flooring installers who told me it was absolutely not installed property.  That's when I went back and told him I needed it fixed, he had to do something. He then contacted the manufacture for an inspection, because he said if anything was wrong it was the materials fault. The inspector's report was attached to the original correspondence. Every installer and floor company that has seen it, and my flooring, sees the issues being the original installation not being done correctly. Everyone that is except for the owner of store who installed it. At that point I consulted an attorney for my options. After this I went back to the store and spoke with the owner's wife and explained that I really didn't want to escalate it to that point and wanted to reach back out one more time to give them the opportunity to make it right. A few days later the owner called me and did nothing but yell at me, tell me off and started calling me names. I actually hung up on him as he was being verbally abusive.  I have not once left a bad review on any platform, and I challenge him to prove otherwise. At this time, I have been more than fair in trying resolve this professionally and without it having to be escalated where there are attorneys involved. That is why I reached out through the BBB, hoping again that we can resolve this situation and move on from it. 

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

  Business Response

  Date: 05/24/2023

  As I stated in my first response, the homeowners installed their own baseboards too tight on the floating floor, resulting in not allowing the floor to expand and contract.This voids the warranty. The professional inspector said all of the baseboards would need to be removed to release the pressure off of the floor. The inspector indicated that the joints were observed tight, where no visible gap is present; but some joints had gapping of less than 1 / 128 of an inch (that is extremely small), but said as an inspector he has to put it in his report. I am sorry these Clients are having issues, but the problem is out of our hands since we did not create the problem by installing the baseboards incorrectly.
  And as stated before, this installer has been doing flooring for over **************************************************************** **** when Pergo Flooring was introduced to *****************. Our installer has been doing flooring ever since. He has worked on my jobs more than 10 years. Luxury Vinyl Plank aka LVP has only been on the market for approximately 5 years and he has done the majority of it with absolutely no issues.

  
  I would like to say, I have been in business for over 30 years. We take pride in our quality of service and installation. As a ***************** we also take great concerns of our character in the Community. But today, people have no problem giving false reports.With that statement, I would never yell at a Client or be verbally abusive to anyone. This conversation was on speaker with a female staff member present.

  
  Respectfully,
  *************************

• Initial Complaint

  Date:03/30/2023

  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.

  We have ordered one pattern tiles from Tile and Carpet World for a small bathroom floor on the end of last year 2022 I picked with a store clerk one kind, and we agreed on the one particular design. While waiting on the contactor's installation date we went through a hurricane that made it impossible to install the tiles on schedule. Few weeks ago, we have finally received another date available for installation. Unfortunately, when we opened the boxes, we have notice completely different pattern/design tiles then ordered.I have reach out to the store owner named **** and explained the situation. She stated that it's been over 30 days and that is what I ordered. Very unfriendly and unprofessional, and also stated that employee that took my order no longer works there. That doesn't solve this issue, I have received 32 different pattern tiles instead of one. Looks like I received all factory leftovers instead of my choice. She hangs up the phone on me and completely ignores this issue. We cannot use these 32 different tiles in a small bathroom space. I would like a refund or one pattern tile as I have chosen and purchased. I also took pictures of my original order at the store and what is in the boxes.

  Business Response

  Date: 04/14/2023

  As stated on the board you posted a picture of, "Each color is available in 30 unique designs which are pre-boxed in a random assortment. Individual designs are NOT sold separately." As per our conversation, I did tell you I would check into it for you and you said you would get back with me after your trip. I have not heard back from you since. The company I purchased it from has a return policy that is 30 days; however, I did call the company in hopes to rectify this in your favor and the product was discontinued last year. You purchased this in June of **************************************** March of 2023. At that point there is not anything that can be done by the company it was ordered from. As it stated on the invoice you signed, there are no returns on special orders; however, I was trying to work with you. I apologize if you think I was unpleasant, rude, or unprofessional to you - I was only trying to resolve the situation in hopes to rectify your error. Please feel free to call me if there is anything I can do.
  Respectfully,
  Tile & Carpet World