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:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 had Finley install vinyl plank flooring in April of 2022. It was actually a reinstall of defective flooring. About 6 months later some of the planks are coming apart at the seams. I called many times and was told someone would be in touch. Never heard from anyone. Tried calling again in early 2023 with no luck and eventually found out they went bankrupt. Well, my vinyl plank flooring is coming apart in more areas and should be under warranty.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  H3****533363935353535H LLC is currently in bankruptcy in ***************** District Court of Southern ******** case # **-30193.June 2022 purchased H353**8373637333033H materials with a credit card down payment. ****** (store manager) said the floor was scheduled to arrive on July 2022, no contact, August 2022 no contact, two separate dates. October 2022 no contact, November 2022 H353**8373637333033H arrived.December 2022 H353**8373637333033H install.No contact no show. Arrived late.No preparation to the subfloor, vinyl plank floor had to be pulled up and reinstalled three separate times. I called H3****533363935353535H asking to speak with ******* (owner) was told he was unavailable. I said he will need to see the damage to the vinyl plank floor and failure to follow H353**8373637333033H instruction for preparation to install vinyl plank. ******* observed the damage to the floor, explained that it was being installed without preparation to the subfloor or proper adherence to the instructions for installation. I attempted to find a suitable replacement floor from H3****533363935353535H,looked at several different options provided by H3****533363935353535H none of which were suitable. I asked for a refund. ******* said he would not do that because the floor had no manufacturer defects. I was able to find a suitable floor that H3****533363935353535H said, would be able to get that floor for a upgraded cost. (Went from a 12 to 20 millimeter floor). I agreed to the upgrade price signed a second contract. ******* said hed order the new floor on the day we agreed. On January 20** floor was ordered. February 20** was advised by ****** the floor was not in. March 20** ****** called and said the floor would be in by end of the month. March 20** no contact from *******/****** or H3****533363935353535H. I called and emailed with no response from *******/****** or H3****533363935353535H. ****** called in April 20** stated the floor would be in May 20** and installation would begin May 20**. ****** called May 16, 20**. H3****533363935353535H **********************************. bankrupt.

• Initial Complaint

  Date:06/01/2023

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 ordered flooring and paid in full $8,373.52 on 3/1/23 . We started asking about the flooring on 3/29/23, and they said it would be in that following Friday. Easter weekend they said there were delays. My wife followed up and received text back that it would be 1 week to 10 days out before it arrived at the store. On 3/1/23 I went the store and started asking about the flooring and was told the flooring company was having trouble, and it would be in 3/19/23. When it didn&#**;t arrive, I went to the store on 3/19/23 and they said it would be in on 3/30/23. I went back in 3/26/23 to see if was still due to arrive by the last date they gave and the door was locked. I also checked back on 3/31/23. Today I called and left a message around 9am to check the status of the flooring and also let them know I would be taking further action to address the issue.

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 paid this company over $6000 to lay flooring in october &#**;22. They keep saying they are going to come out to finish the job. They ran out of carpet. He left part of the job the hardwood floors, are not even done. They haven&#**;t removed the old stuff. They told use they would refund ** $681.00. We want a refund for all the hardwood floors, and another $681 on the carpet that was laid and the balance of the carpet that wasn&#**;t laid.

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 1/7/2023, I purchased over $9,000.00 of materials from Finley. I was told the materials would be available in 3-6 weeks for install. ******* was friendly & very responsive. On 2/18/23 I asked for a 3/6/2023 install with a response of let me check the dates that should work. I continued to contact the owners almost weekly without getting any confirmation of materials ordered, delivery dates, nor scheduled dates for installation. I kept getting responses that they would need to get back to me. In early April I was concerned, our move in date was scheduled for April 6th & Finley Flooring was still not providing any means of order confirmation, delivery dates nor setting a date for installation. After expressing my concerns to ******* he then dropped off carpet pad, installed 2 of 3 rooms of carpet padding and nothing else. I found they had filed for Chapter 11 subchapter 5 bankruptcy on 3/23/2023. On 4/11/2023, I called ******* and left a voicemail, I was very frustrated and afraid he never purchased any of our materials. He grew very angry with me and yelled at me for accusing him of Fraud. His wife ****** then communicated with me via email. They continued to tell me my materials were ordered and that they would be delivered. 4/14 I received mastic, and white shower tile which was not what I had ordered. I had contacted **** Flooring the manufacturer of the ************* stated no one had ordered that carpet in our region & that it had not been on backorder since before December 2022. When I asked Finley about this I received a response from ****** stating they were out of the office until Monday. They pushed back the dates again & again. I have written ******* ********* sent certified mail to them requesting a refund with no response. That was it, nothing else. In all that time they never offered an escalation, nor an alternate product more readily available. We ordered the exact same carpet elsewhere on 4/21/23 & it was delivered and installed on 4/28/23.

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 purchased tile from Finley Flooring paying in full on March 31, 2023. Everyone was friendly and helpful as I picked out the tile. I purchased a small amount more, again paying in full on 4/6/23 and was given a delivery date of April 20, 2023. I called when I heard nothing and was told the tile would be in 4/21/23. I called and was told it had not arrived and would be in on 4/24/23. I called and no call was returned so I went into the store and was told it would now be 5/5/23, then 5/8/23. Then 5/12/23, then 5/15/23. The owner ****** will not return calls, and will only text. I asked to set up a meeting and rearranged my work schedule to accommodate when she was willing to meet. I received an email on the day of the meeting cancelling the meeting and now telling me the tile will be in on 6/13/23. I asked early on for a refund when I realized what was going on and was refused. I learned the company had filed for bankruptcy a few weeks prior to my order and did not inform me of this fact despite legal obligation to do so. I have checked with another tile company who is able to get the same tile within a week, so I am not quite sure why the same tile "might' be here 3 months later- no guarantee as noted by the dates given above. Our walk in shower which is necessary for a disabled family member remains unfinished. The purchase was made without disclosure of bankruptcy, will not refund for tile not yet shipped , and continue to provide a moving target of delivery claiming "supply chain issues" despite another company saying readily available. We wanted to support a small local business and this has been a huge disaster of deciept. Any future given delivery dates are no longer believed due to the above explained. Total amount paid was $578.29

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  6/22 made down payment. flooring scheduled to arrive on 7/22, no contact, no show. 8/22 no contact no show on two separate dates. 10/22 NC NS . 11/22flooring arrived/sent to house to acclimate. 12/22 install to begin 9am, arrived midday. The floor and ceramic tile was removed. No prep to the subfloor, floor had to be pulled up in mid installation and reinstalled three separate times. Called owner, he was unavailable. I said he will need to see the damage to the floor due to their failure following flooring instructions and prep. The owner came to our residence observed the damage to the floor. He said he would make it right. We asked for a refund. ***** said he would not do that because the floor had no manufacture defect , it was due to his installers. He recommended a 20 mil floor. We agreed to upgrade. We brought a sample from another store. He said he would be able to get that floor for an upgraded cost. Finley Flooring and I agreed to the upgrade price signed a second contract.Owner said hed order the new floor on the day we agreed. 1/23 Finley Flooring stated the floor was ordered. 2/23 was advised by manager the floor was not in and she would keep me updated and If i had any questions to call. 3/23 manager called and said the floor would be in by the end of the month. At the end of 3/23 no contact from manager or owner or anyone from Finley Flooring. I called and emailed with no response from either. Manager called in 4/23 stated the floor would be in on 5/17/23 and installation would begin on 5/22/23 Manager called 5/16/23 the day before due to be delivered and stated that owner and Finley Flooring had declared bankruptcy. I would not be receiving my contract agreed upon floor nor would it be installed, nor receive a refund. Through out this time the communication with the manager and owner and Finley Floor was abysmal. In June it would be 1 year that we would have lived in our home with bare floors , exposed tack strip ,damaged walls and base boards.

• Initial Complaint

  Date:04/20/2023

  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.

  We gave a down payment on December 1, 2022 for new flooring and installation for our remodeled kitchen, laundry room and half bath. They said it would be in January 2023 and they would call to schedule installment. They called mid to late January and schedule installation on February 23 and 24. They called a few days ahead and rescheduled because the installers had “Covid”. It was scheduled for March 20. On March 20 no call and no show. When we called we got a voice mail. Finally received a call back after 3 calls. Said flooring not in would let us know on Friday if it came in. After having to call again because of no call said would know Monday. After having to call again, schedule April 7, said would verify day before. No call again so then would know if it comes in on Friday. Now we aren’t even getting calls back. My husband called April 17 and through a text was told it didn’t come in but would have a call that Monday (April 17), and we haven’t heard a word. On Wednesday my husband called saying we want a refund. No call. I just called and told them we would be coming by April 20 afternoon or April 21 for a check. Still no call back.

  Customer Answer

  Date: 04/21/2023

  I would like to unpublish the original complaint. This situation has been resolved. Thank you.

  ***** *****

• Initial Complaint

  Date:03/29/2023

  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.

  I purchased flooring in September 2020 when I bought my new home. Finley flooring installed it in November 2020. Around February 2021 I started noticing a gap in my floor in the hallway. I started to watch it. In March/April 2021 time frame I went into the store to report it. ******* the store owner came out to see it and said he would fix it. He had to order more flooring but I had to give it about 8 weeks to come in. I started calling late May 2021 to see if the floor was in. They would not return my phone calls. I called once a week through the summer and no return calls. Finally they were supposed to come out the end of August 2021. The day they were to come I got a phone call saying that he talked to the floor rep and they said I would loose my warranty unless I had a floor inspection. September /October 2021 I had an inspector finally show up. I have not been allowed to see the report or have a copy of the report. In 2022 ******* came out and said that the report said to repair or replace. He was going to choose to replace all the floors except for the bedrooms and bathroom. I had to wait several months for this. In August 2022, they came to work on the floor and did not do what they said. They told me that the flooring company would not allow it. ******* told me that he did not have to notify me of the change when I questioned it. The installers glued a piece of the floor together and it has a crack in it. Other places look like it is coming apart. I contacted the flooring company and they have no record of a complaint. Finley promised me in November 2022 that he was going to replace the floor in my entire house with a better quality floor. Since then they have canceled 3 times on me with a days notice. They claim that the floor has been delivered to ** ***** but is not off the truck. Hater fighting with them and all the lies for over 2 years I am done.

  Business Response

  Date: 03/30/2023

  Finley Flooring has tried as stated in the complaint from the customer several times to fix the issue with her partial default flooring product, the process of getting to the end result of replacement does take a little time and require more patients for all parties involved. Finley Flooring took the initiative to pay for an inspection to be completed to find the issue with the partial default flooring product. Unfortunately the flooring isn’t covered under factory warranty. Finley Flooring has incurred the cost of an inspection, to try and repair and replace needed areas to take care of the customers complaint with the factory product. After the repairs suggested didn’t work to fix the partially default floor Finley Flooring chose to stand behind the factory product to try and make the customer happy. Finley Flooring is not responsible for faulty flooring product that is not covered by the factory warranty but we do strive for customer satisfaction so we try to accommodate our customers when we can. We do understand the frustration in the customers statement of delay in delivery of the new product. The product selected we are still waiting to arrive. Right now we do face from time to time flooring product delays out of Finley Flooring control. We are communicating with the customer about product arrival delays and install. The customer has been scheduled several times for install based off an Estimated Time Of Arrival for product from manufacture. Unfortunately Finley Flooring can’t control the time of product of arrival from the manufacture. Finley Flooring is doing everything we can do to help make this customers Flooring product acceptable to them at no additional cost to the customer. As a result Finley Flooring will provide the customer with new flooring product when it arrives to Finley Flooring as agreed to before this complaint was filed.

  Customer Answer

  Date: 03/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  After reading the email sent by Finley Flooring I am finding out more information that I didn’t know about. I am finding out that my floor was not covered under warranty. When asked why and what part was not covered there was no response.  They are also telling me another ETA date is April 17th. To me I do not understand April 17th is the ETA date when I have been told in text that the floor is in ** *****. Apparently it arrive the early part of February. 
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/27/2023

  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.

  On Oct 7th, 2022 I contracted Finley Flooring to install over ****sq ft of hardwood flooring in my home. I paid for the flooring that day and was to pay the remaining balance upon completion. I paid $15,239.04, attached is the cancelled check. The remaining balance is $4558.44.Initially I was told my flooring would be installed 11/28/2022. When I contacted them to confirm the install, I was told the flooring was on backorder/being milled. My install was moved to 12/19/2022. The same scenario occurred as that date rolled around. I was then given a date in early January, 1/9/2023. On 2/6/2023 I was texted by the owner, ****** Finley, that the flooring was completed but due to winter storms impacting the southern **, shipping was delayed. On 2/15/23 I asked for an update and did not receive anything concrete until 2/17/23 which simply stated that it was due to ship on 2/24/23 but was going to be another 2-3 weeks before arrival. The product is milled in ***************** therefore if it were truly completed as stated, it should have already arrived. I purchased from this company because I wanted to support small business in my small town. At this point I don't believe they are credible as they can't keep their word on follow *** or delivery. While I agreed to a special order, I was not informed it would be an open ended contract with nearly 5 months or greater for receipt of the product. At this juncture I want a full refund of money paid and to terminate the work.Thank you for your attention to this matter,*******************************

  Business Response

  Date: 05/22/2023

  Finley Flooring has installed the first level of this customers home after we received part of the flooring customer fell in love with. ********************** is now installing steps as more of customers product has been received. Part of customers flooring is still on back order for the upstairs. As soon as product arrives Finley Flooring will install product. Customer has been ask to update review as we are working on getting product installed and she loves it.

  Customer Answer

  Date: 05/22/2023

  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.

  
  While there were some initial bumps with the process, ******* & ****** (Business owners), have been true to their word regarding dates, priduct, installation work, and have been communicating effectively. We are not only satisfied with this resolution, we love our new flooring! We can't wait until it is all complete. Thank you!!
  Sincerely,
  
  *****************************