ComplaintsforCertified Flooring Installation, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  03/27/2024

  Better Business Bureau:
  
  They are refunding us 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/08/2024

  *** ****** and I have spoken and CFI and **** ***** have agreed to replace the Family Room.  This BBB can be closed.

  Customer response

  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

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ****** ******
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing flooring from **** ***** within the last 12 months they scheduled cfi flooring for the install. Their installers did such a poor job that not only did the sub flooring they install rot, leak into the previous floor of my house, but the significant black mold that was caused and transferred between floors put my children's lives at risk. While reviews for flooring companies are generally good or bad, words cannot truly express the level of fail that this company caused. I have significant damage in both the floor they poorly installed, but the rest of my house damaged by their poor install as well as health concerns. This business needs shut down.

  Business response

  03/28/2023

  *** ******,

   

  I am having my VP of operations contact you today to discuss the installation from Nov. of 2021.  What I can elaborate on at this time is based on the inspection report from my field manager last week, it is evident that there is a moisture problem causing the issue with your subfloor.  Please see attached photos.  Mold is only caused from water and moisture, not from a subfloor or in your opinion a faulty subfloor installation.  The subfloor damage and mold is in front of the bathtub, which indicates water coming from the tub.  In no way is that caused from a faulty subfloor installation.  I will follow up on this complaint after you speak with my VP.

   

  Regards,

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Read all the complaints that people have made to date, that’s me. I bought very good carpet and top of line padding from Home Depot, 2 weeks CFI installers came yesterday 25th. Ripped up my 2 bedrooms and said they couldn’t do the job. There was water damage in one room, which my son worked all night pulled up and replaced. House is from the 70’s it was rock solid but not level. Basically they must make a lot of money because they didn’t want my job and I’ve battled it all day today 8 calls to Home Depot and CFI. finally I got someone to tell me the comments that this Installer made. the very first thing was bugs they must not be used to bugs I have a log home and you can’t keep the ladybugs out no matter what you do and I sweep them up and they come right back the second thing was the moisture And like I said my son took care of that in the one room the third thing and that’s when I blew my top was my carpet was animal urine stains throughout and no that’s not true they can say what they want I do have pets that’s why they said that because they figure OK she’s got dogs no my dogs stay in a cage at night. the carpet was cheap carpet put down in 2015 lousy padding underneath and the stains were just from In-N-Out trafficking and spills but these guys made it sound horrible they didn’t wanna put it in their van, they didn’t say that to me. OK I’m sitting here with most of my stuff out on the deck and it raining all the heavy furniture they took to my living room and I don’t know what to do I’m disabled I am ready for a breakdown this shouldn’t of happened. So I have to do something quick, but what? I see you have a lot of complaints on CFI and it’s not just me I am getting my money back from Home Depot But I would much rather have my carpet so anyone reading this CFI has a monopoly on installation. Complained that it was 1 hour 20 minutes, Home Depot shouldn’t have sold it but I did pay $95 extra. Also my son gave them $100 thinking they would be back today.

  Customer response

  11/04/2022

  Hello, I wanted to let you know that my carpet was installed Tuesday November 1, 2022. Excellent service. I believe that the problem I experienced was a combination of the generation gap and a language barrier. 
  I have always had good experiences with Home Depot they have always been great to work with.  They truly want their customers to be satisfied. I want everyone to know they did an A+ job very satisfied.
  Thank you Home Depot and CFI.
  
  ***** ****** 

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very hard to contact, was not given consideration of getting the work done in a timely manner. The first two contractors for the company did not want to complete the job (Josh) he made bad comment about working with cheap flooring material and the worst part was one of them used my bathroom without asking and they also sat on the toilet as I noticed the fowl order. They did not put on shoe booties that includes Rust when he came to check on the process. I had to have my carpet clean because the drop cloth they put down did not stay in place which cause a boot print on the stairs.Russ had eluded that the carper would be a reimbursement once I had the quote. He proceeds to tell me his boss would not honor the reimbursement and would only send $25.00 gift card which is not acceptable since we had to wait three more weeks for the job to be complete. Some of the flooring was damaged, however, **** ***** made sure the new pieces of flooring were sent the next day. As I read through some of the other complaints they are very similar. I should be reimbursed for the time delay and having to purchase a new toilet. I feel they disrespected my home and really did not put my job as a high priority on the list. I hope that **** ***** will add other contracts to the installers and customers will have a choice and definitely not deal with ********* *********.

  Business response

  10/17/2022

  Customer had some damaged product that came in that had to be reordered.  Our crews covered all areas with drop cloths during the installation.  We asked the customer to provide proof of the "dirty marks" on her carpet which she never sent to us.  We sent the customer $50.00 for her inconvenience and **** ***** compensated her $250.00 as well for the delays.  If the customer can provide additional pictures of areas that are dirty that *** did, we would be more than happy to look at it and make a decision if additional compensation is warranted.

  Customer response

  10/18/2022

  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, they refuse to correct the error made by their company, however talking to Russ he stated his boss said they would not consider my complaint, and I had paid to have my carpet cleaned because of their lack making the situation right. As I did other reviews the complaints appear to be similar to mine. **** ***** was fabulous, but you have no option but to use their contactor ********* ********* ***. which I never will again. Very Poor customer service.
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a flooring project back in June 2022 for my kitchen, 3 bathrooms and my hall, entryway and laundry room. I was required to pay for ALL products and services in order to even schedule installation. Installation was scheduled for August 29. It was a 2-3 (max) day job according to the installers. Day 1, no one showed. Day 2, 3, 4, 5 and two contractors came arriving around 11 am and leaving at 3:50, 3:10, 2:30, and 2:10 (I have a ring camera to prove this). In that time, NOT ONE ROOM was completed. One of the contractors came back on Labor day from 9:30-5:30 and spent the entire day hand cutting the quarter rounds. He said he'd be back in two days. I received a call from CFI in between to say his van broke down and they wouldn't complete the work until late Oct/early Nov. I called Home Depot to tell them and ******* and ******* got involved. CFI sent a new contractor the following Sat (9/10) to 'finish' and when he saw the work done previously, he said it was not done right and he couldn't do anything. I called ******* (Home Depot manager) again. She drove out to CFI on Monday to discuss. I was supposed to have the new guy come in and finish within the week. I just got a call saying that they can't come for another 3 weeks, to which I said was unacceptable. I absolutely can't wait another 3 weeks, making a 3 day job over 6 weeks to do, and by the way, all my furniture is moved and you can't walk on the floor and the bathrooms have no toilets downstairs. I have contacted an attorney and have requested all my money be returned and the floors be restored to the way they were. I'm awaiting on an phone call back. WORST EXPERIENCE EVER. I can't believe Home Depot would contract out with such an unreliable company and treat a long-standing customer with zero regard to get this completed. I have multiple email exchanges and texts and voicemails from this company. All I want is the job completed - THIS WEEK AS PROMISED.

  Business response

  09/15/2022

  The original order is for sheet vinyl in Hall/Entry. and Vinyl Click in the KIT.   The Vinyl click in KIT was completed.   Customer insisted the Laundry and Foyer were also getting done,  They were not measured. HD is dealing with that.  We returned on Saturday 9-10-22.  The customer then stated she did not like the sheet vinyl and wanted to switch to a Vinyl click.  The store had the product she wanted but she refused to pay for the 6 bags of leveler needed so we could not do anything. We also could not do the 2 sheet vinyl baths we were going to do Saturday 9-17-2022 because the shut off valves had leaked and soaked the floor(s).     (WE did not do the toilet removal)  Most of the delays were caused by the customer switching the product, the valves leaking and the 2 areas not measured.
  
  Resolution,  I have the installer going out this SAT to at least do the leveling (Which the store is taking care of) and the vinyl baths if the leak has been resolved and the substrate is dry. (None of which she mentioned in her complaint)
  

  Customer response

  09/15/2022

  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. ******* just called me and they are coming out today. I am very appreciative.
  
  Regards,
  ******* ******
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order through **** ***** for new carpet in a bedroom and a large family room in our basement. This was contracted out to Certified Flooring Installation in ***** ******* ********. Installers first no called/no showed for the first appointment. When they came again, it was three people that did not seem to know what they were doing. There was one very one male, who continued to ask the other male questions about the work. This was the male that completed the flooring in our bedroom. The workers were in our home until almost 9pm. When I looked at the family room in the basement, the brand new drywall and trim that I had just worked on for days was destroyed. The entire trim was covered in red/orange glue that was used to glue the carpet down. The bedroom was much worse. There are places on the carpet that you can feel there is no padding, while there are places that are much high due to the padding being bunched in one area. There are tack strips with the nail facing upwards all over. I expressed concerns about all these issues to the installer and the installer did not speak good English and only looked at me confused. The installer also broke my door handle on my entry door, causing my husband to go to the store for another as we could not even open the door. I contact the flooring company the next day. Fabian from CFI came to my home. He was very nice and said that the carpet installation was not right. He took notes and stated he would contact me the following day for a resolution. Fabian called me back a week later and told me if I would take compensation instead of fixing the issue, they would do that. We came to an agreement of $400 and he stated the check would come in the mail. It has now been months since I spoke with Fabian or anyone at CFI. I have called there over a dozen times. I have left voicemails with Fabian and text messages with zero reply. I was given a real hack job on my carpet and now I am being ignored when the issues need fixed.

  Business response

  12/15/2021

  My office has spoken with the customer and we are waiting on the customer to sign the settlement and release letter so we can send the customer $400.00.  Once we get the document, my office will send the customer the check. Please let me know if you need anything else. 

*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. ↩