Business Profile

Floor Installation

Certified Flooring Installation, Inc.

Headquarters

Complaints

This profile includes complaints for Certified Flooring Installation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:02/12/2025
Type:Product 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.
My wife and I recently had new flooring installed through **** ***** (installation date: 1/30/2025), with the job contracted to CFI. Overall, the project looks great—the carpet and flooring throughout the house were installed well, and the workers were professional, answering any questions we had. However, the stair nose and transitions are a major issue. They were not what we ordered, look and feel cheap, and don’t match the quality of the rest of the installation. We were specifically told the stair nose would be flush with the flooring, but that’s not what was installed. When I reached out, Jonathan—who made it clear in his 30 years of experience no one has ever complained about this or would want a flush transition. He explained that John, the **** ***** liaison, used a placeholder product, and Jonathan swapped it for what he deemed correct. Jonathan also noted that if he did use the product that was listed on our contract, it would not work anyways because the flooring was LVP and the stair nose on the contract was laminate. He insisted there was no way to change it. He suggested I contact the ********** manager but warned that it wouldn’t make a difference. Before I could reach out, Dylan, the ********** manager, called me. I appreciate that he acknowledged they should have notified us of the change but failed to do so. I asked about possible solutions, and his only offer was to order a stair nose neither of us has seen in person—one with poor reviews, even described as a tripping hazard. CFI should have submitted a change order for our approval, but they didn’t. Now, they’re telling us nothing can be done, even though this was their mistake. Had we known this would happen, we would have chosen different flooring—or a different company altogether. We need a real resolution. Please let us know how you intend to address this.
Business Response
Date: 02/20/2025
We are working on a resolution with the manufacturer on the stair nose color and style. We have been in contact with the customer and as soon as we have some options, we will see what we can do.
Customer Answer
Date: 03/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and dependent on the install of the new material (scheduled for 3/22), will be satisfied.

Regards,

****** *****
Initial Complaint
Date:01/09/2025
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 a carpet installer (CFI) from **** ***** come onsite and do a quote for carpet in my basement. During the estimate. the estimator spent a long time at our home, taking pictures, etc. I received the quote, approved the quote & paid in full. They were scheduled to come onsite onsite for the install 1/7. The contractor showed up for the install. However, they were not able to perform the install due to it being a basement floor. The fact of this being a basement floor was discussed at time of quoting, approval, scheduling, etc. This companies phone line works on and off. Their management does not return calls. They are not registered as a business in KY or OH. They have not done anything to further plan or schedule this install. They are no longer returning my calls and I am unable to get in touch with anyone at CFI that can help me or will return my calls. This is paid in full and **** ***** tells me to work with CFI. This is a nightmare and something I need help resolving.
Business Response
Date: 01/10/2025
We had a carpet installation that required some more research with the customer's drainage system. The original installation date had to be rescheduled until we were able to research how the tack strip was to be installed as we didn't want to cause any damage to the customer's drainage system. The customer was able to provide the receipt and installation information. We have the installation rescheduled for 1-16-2025. I have personally sent the customer a follow up email last night and tried calling her today as well to discuss. I have not received an email back or phone call. As for the comment with our business not being registered, that information is not true as we are registered with the Secretary of State and have been in business for over 30 years. We have been a partner with **** ***** for 26 years and are one of the largest companies they have providing installations for their customers. I am attaching screen shots showing our registration.
Regards,
J**** D*****/CEO CFI
Initial Complaint
Date:09/06/2024
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 6/29/24 I purchased $6300 of flooring & carpet from Home Depot. I picked up the vinyl flooring myself & waited for install because I wasn't ready yet. 8/8/24 this company came to install the vinyl.As the day progressed they found the concrete floor wasnt level so I was then hit with a $900 UNEXPECTED bill for laying concrete.They poured the concrete & splashed it on my newly, professionally painted walls/baseboards.During installation they nicked doorframes, baseboards. Where they cut to put transition strips left a mess of baseboards.I told installers about the concrete on walls/baseboards-nothing was done, also a piece of pvc pipe on guy lost & blamed me-it was found down the drain it went to.Almost an entire box of scrap pcs. (some as long as 2-3 ft) that I expected they left in the garage.8/9/24 I arrived, the pieces weren't in the garage. 8/9/24 texted rep A***** replying to her text asking about the install telling her about what happened. B****** (?) then called & I went over everything, also telling him I needed the scrap pieces because of a 4X4 alcove I can use them for.He promised a refund of the price of one box of flooring and "something" off my bill. Next day someone else called & I went over what B****** & I discussed. 8/14/24 texted A***** again asking the whereabouts of refund/something off bill, I have heard nothing back from company either text/email/phone.I've had to sand/repaint everything they've messed up setting me back from moving in by about 5 days.I have additional receipts, texts & photos of damages that I couldn't upload because of limit of files.
Business Response
Date: 09/17/2024
We have left several messages for the Mrs. ****** to discuss her concerns. As soon as she returns our call, we can address the installation and come up with a resolution.
Business Response
Date: 09/23/2024
We would be more than happy to refund you for the 1 box and some compensation for the issues with the floor prep. We are willing to offer you $125.00 for the box of product and compensation.
If this is acceptable to you, please respond and I will have my accounting department issue you a check once a release has been signed. Please let me know how you want to proceed.
Customer Answer
Date: 09/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, although I hardly think that the balance of $69 is enough to cover my time and labor in repairing everything that was done and shown in the attachments, this will be over with. I’m very unhappy with this revolution offer, let’s just get it over with and I know not to use your company in the future.

******* ******
Initial Complaint
Date:07/12/2024
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.
This was the worst experience I ever had with an install. Only on installer came to my house 2 weeks ago to install flooring for 2 rooms. A kitchen and a Bedroom. He came @10:30 in the morning the first day to install the Kitchen. He didn’t finish the kitchen before he left @6:00pm. He came back the next morning @10:30 am. He started back with the kitchen. He finished the kitchen @ 7:00pm. He went on to install the Bedroom @7:30pm. He had to then go to ******* to get something. And also something to eat. He started back and finished the Bedroom. He then had to go back to the kitchen to do the quarter round. The installer didn’t finish and leave my house til 11:00pm that night. I was very uncomfortable about the situation and all CFI did was send me a $50 check with the incorrect name on it. They are trash people to do business with.****should cancel the contract with them and find someone else to do flooring for them.
Business Response
Date: 07/16/2024
Mrs. *******,
We have addressed this with our crew regarding the late time frame finishing the installation. It is never our intention to work that late inside a customer's home. I would have assumed this was approved and discussed with you during the installation and if it was a problem at that time, we could have rescheduled at a later time to complete the installation. My manager has spoken with you and did offer you $50.00 in compensation for the crew being there late. If there was an error on the check that was received with the name, we are more than happy to reissue the check. We have also spoken to **** ****t, and they said they offered you compensation as well. CFI will not be able to approve any more compensation at this time.
Business Response
Date: 08/09/2024
CFI is going to reissue the check to the customer for $50.00. The name that came across from **** ****t was incorrect and we issued the check based upon the information we received. The installation is completed, and **** ****t also compensated the customer $445.00 as well.
Customer Answer
Date: 08/21/2024
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.

Regards,

********* *******
Initial Complaint
Date:05/23/2024
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.
Before installation of new flooring, subcontracted by **** *****. I called and asked many questions about furniture to be moved and placed, what was needed, and what was not. On day of install, I was told the furniture all needed to be RMOVED from houses entirely (added expense), and the entire floor needs to be leveled before install can be done. No calibrated tools were used to measure the levels of high or low points showing necessity of added $2000.00 service, no justification for having to remove all furniture (contrary to what we'd been previously told), work was STOPPED, all exposed floor taking remained exposed overnight by workers despite my family remaining in home with this safety risk (!!!), and entire project delayed further due to false claims.
Business Response
Date: 05/23/2024
CFI was contracted to install flooring at the Steward residence from **** *****. Upon arriving to the home, the customer had a lot of furniture that had to be removed. See Pictures. The existing carpet that was down was wet with pet urine as well. We started the installation and removed the old carpet and pad that was down (see pics). Customer purchased a LVP product. After the carpet was removed it was discovered that the subfloor was out of manufacturer specs for the product the customer selected. To do the job correctly, it would require additional subfloor work - grinding and using self-leveler to address the imperfections in the subfloor. The customer's contract with **** ***** does discuss "unforeseen issues" that can arise after the installation has started. The cost to fix the subfloor was $1400. **** ***** is willing to assist with some of the charges even though this is 100% customer's responsibility. Customer has refused to pay for the work needed to install the floor. Customer either needs to pay the charges that are needed to fix the subfloor, contract out or fix the floor themselves (CFI must inspect after work has been completed), or customer can go back to carpet (there could be additional fee's). **** ***** management is involved and is trying to resolve with the customer. Unfortunately, these concerns are not a CFI related issue, but customer and jobsite conditions.
Customer Answer
Date: 05/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

No calibrated tools were used to determine my floors are out of spec. These points are not measured.

I was told on the phone multiple times furniture did NOT need to be completely removed from rooms - it would be maneuvered by installers, INCLUDING BEDS, as long as beds were either taken apart or small enough to be mobile within room.

Every single thing written is completely contradictory to all information given prior to signing and after agreement as given over phone when I called for specific information, and all "necessary work" is being ***eye balled** NOT MEASURED WITH ANY TOOLS. Show me how these points are outside manufacturer tolerance NOR that EVERY ROOM requires this.

Regards,

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

Customer Answer
Date: 06/24/2024
Please see attached. Please note the pictures ate from the day measurements were taken for our initial quote weeks ago....and the same as the pictures the installation company is trying to submit as what they saw the morning they arrived to install carpet.

My family has now suffered a great deal of personal distress and inconvenience due to the weeks delay in getting another installer to finish this job (it's still not complete). This company is now also responsible for the insects that have infiltrated my home, due to their irresponsible employees leaving all available doors open the entire 6-8 hours they were in my home, allowing flies, roaches, etc. to enter. Now I am considering hiring an exterminator.
The added expense, stress, inconvenience, not to mention risk to health and safety to my family (installers left EXPOSED TACK BOARDS in my home with nails!!!!, including in entryways), I am livid as well as significantly less thrilled with my new floors than I should be.
Business Response
Date: 08/20/2024
**** ***** has cancelled this order as the customer did not pay for the work that was needed to their subfloor. At this time, there is nothing else for CFI to do for this customer. Any and all compensation requests are denied.
Customer Answer
Date: 08/20/2024
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, as I have been assured this complaint will possibly go on the company's BBB record, hopefully warning other consumers of this business' practices. I did pay for pest control products as a result of the negligence of this company's employees but I don't feel it worth my while to pursue damages for this minor cost.

Regards,

******* *******
Initial Complaint
Date:04/22/2024
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.
On Jan 13, 2024 I purchased carpet through **** ***** for $723.49 and it was contracted to be installed by CFI Installation. After multiple reschedules and working with disorganized schedulers, the appt was scheduled for Feb 27, 2024. Ultimately, the carpet was installed but once we went to the home to inspect it, we realized several things had been stolen by the contractor. These items include: all our alcohol, all our tools, towels, and a lamp. We are uncertain if more things are missing as we are identifying missing items over time. Furthermore, the carpet was bubbly and had dirt stains on it. There was no communication from the installer when the job was completed, and when I called them for confirmation, they were not able to provide it, stating that this "wasn't something they do." Also, I am not able to get in touch with them once I noted that items were stolen--they aren't responding. This has been a horrible, violating experience. Furthermore, I don't feel safe at my property knowing that someone was comfortable stealing from us; who knows what they're willing to do now, especially now that I'm raising the issue. I have installed more cameras and security because of this. Should the company get back to me, I expect to have full reimbursement for the items stolen, and a discount for the poor installation job. And, I will not hesitate to press charges against the contractor who stole, once I learn his or her name.
Business Response
Date: 04/30/2024
We have spoken to the customer initially on the concerns. We have been trying to set up an appointment with the customer to look at the steps in question, but she hasn't returned our calls. As for the other complaints, customer will have to file a police report for the alleged missing items. I will update after my Regional Manager speaks to her.
Customer Answer
Date: 05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not yet resolve my complaint, although the vendor and I are working together on resolution. I travel frequently in different time zones and it is extremely difficult for me to take the phone calls from the vendor regularly. My husband travels as well, and returned their phone call yesterday. I am also not able to travel to our vacation property for the company to take a look at the carpet--I am too often traveling and the property is far away from my home. This is an inconvenience and I am not willing to provide the property's code again, since this led to the stolen items last time with this vendor. It is not my priority to have the carpet inspected; rather, it is my priority to be compensated for the items that were stolen. I will be attempting to file a police report today, May 10 2024.

Regards,

***** *****
Business Response
Date: 05/17/2024
We have spoken with the customer's husband and have agreed to replace the carpet on the steps. Once the material comes in we will schedule the replacement installation. As for the "missing items". We have asked for a list of items and value which we have yet to be provided with. We have asked that a police report be filed and our installation crew will comply with the law and any investigation that may take place in regards to the alleged missing items. If you have any further questions at this time, please reach out to Dylan (###-###-####).
Initial Complaint
Date:03/22/2024
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.
Around April of 2023, my husband and I used **** ***** to find a contractor to lay down laminate flooring purchased through **** *****. They organized CFI to do the work. We had been notified that our floor may be unlevel, so we had a rep from CFI come out to inspect to be sure we were okay to proceed with our floors as-is. The rep ensured us that we were okay to proceed. Then, when the work began, we received a call saying that we have to level our floors and that it’ll cost $1000 to have leveling laid down. We paid the cost, despite being told otherwise. The floor was “completed” and they left. The day after the job was “done”, my husband messaged the worker a photo of our floors depicting how unlevel they were. The worker responded with a long message explaining why they’re unlevel and essentially omitting fault. Fast forward to around December of 2023 (before Christmas). My husband followed back up with **** ***** because the floor progressively got worse. The areas that were unlevel after the job was completed are now breaking apart, there are gaps and bowing occurring. In January, CFI came out to inspect. During that inspection, my husband mentioned that he tried a steam mop on the floor that we received for Christmas. CFI and **** ***** are now saying they’ll cover nothing because the issues are related to a steam mop that we used ONCE after Christmas (never were we told not to use a steam mop, by the way). They are now disregarding all prior complaints that were began immediately after completion of service. We are not wealthy people. We don’t come by $4000+ easily. This is not an acceptable way to handle people, their homes, and/or their money. We are looking for the job to be redone or a refund to allow for us to have the work re-done by someone else.
Business Response
Date: 04/01/2024
We are working with **** ***** to come up with a resolution for the customer. I will update after we have some answers.
Initial Complaint
Date:03/02/2024
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.
Had them come out for a flooring quote. Tommy S********** told us best to do the steps and bedrooms ourselves. They did the remaining work. We contracted another person to do the steps. That person did an awful job. We went back to Tommy and requested the steps be done. He sent a quote, we accepted and paid. Wrong materials delivered. We verified they were correct. He stated all materials would be there day of install. They were not. A manager came out and said he would order risers. Rescheduled install. 3/1 risers were delivered. Came to intall - the materials were incorrect, not steps, had a tripping hazard, and the risers were the incorrect size. Installers gave a picture of what we should have. I have asked them for two things by Monday: 1. Come get this material and refund our money for materials and install because nothing was done. 2. Order the CORRECT materials like those in the attached picture and have this installed correctly. I will not pay for any additional materials due to the errors with ordering.
Business Response
Date: 03/20/2024
We have reached out to the customer to go over options to rectify the issue. As soon as we speak to the customer, we will update the resolution.
Customer Answer
Date: 03/27/2024
Better Business Bureau:

They are refunding us

Regards,

******* *****
Initial Complaint
Date:12/26/2023
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.
Going on nearly four (4) years ago, CFI was contracted to install ********* 3/4" hardwood flooring in our kitchen and family room. The problem at hand is that the ********* flooring was defective having varying widths end to end creating gaps between boards 1/16" to 1/4". Additionally, the flooring installer did not perform the installation using normal standards and practices of using tools to facilitate tight fitting between the panels that left smaller gaps throughout the entire installation. This installer taped the empty product boxes over the entire flooring thereby getting out the door. I have offered CFI in this situation to provide the replacement flooring if they will install it. This offer was rejected. I then offered to pay the installation fee again and was declined.
Business Response
Date: 12/27/2023
*** ******** hardwood installation started back in February of 2022. This job is not 4 years old as he originally stated. The manufacturer gave a partial credit to replace the kitchen due to product issues which was reinstalled in October of 2023. The manufacturer only agreed to repair the areas in the living room which was about 4 boards that needed to be replaced. *** ****** has not responded back to our phone calls to schedule that area. He has reiterated to CFI that he wants that room replaced as well. Unfortunately, CFI has no say so on what the manufacturer approves for their products on replacement. We are just the installation company. Because this dispute is product related, it is between the customer and **** ***** and **** ***** will be making the decision with the manufacturer if the living room gets replaced. We have updated **** ******* customer care department as well to inform them of the request from the customer. At this point in time, there is nothing else CFI can do until we get direction from **** *****.
Customer Answer
Date: 12/27/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
CFI was the installer and 100% responsible for the poor installation and workmanship.
It is true that **** ***** authorizes the replacement of four (4) boards, but this is not an industry standard methodology. I paid for a professional installation and I did not get it. Just because we live in a smaller old house does not preclude us from a professional installation job.
CFI was originally provided the flooring from **** ***** (That I paid for), and made no attempt to weed out defective boards, and did not install it according to industry best standards (That I paid for).

Regards,

**** ******

Business Response
Date: 01/08/2024
*** ****** and I have spoken and CFI and **** ***** have agreed to replace the Family Room. This BBB can be closed.
Customer Answer
Date: 01/23/2024
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.

Regards,

**** ******
Initial Complaint
Date:08/15/2023
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.
The last week in July 2023, Tracey S****** told me he was a certified floor installer and would install my kitchen floor for $650.00. He never finished installing the quarter round only putting in one small i8 inch piece at the end of the island. I am in the process of getting quotes to finish the job he was paid to do.
Business Response
Date: 08/18/2023
We did not do this installation as our office is in Hebron, KY and we do not service the Indianapolis, IN area where the customer lives in. It appears the customer was confused on the verbiage of "Certified Installer" that she contracted. Please remove this complaint.
Customer Answer
Date: 08/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

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

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