Complaints

This profile includes complaints for Refloor, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Refloor, LLC

  1960 Research Dr Ste 300 Troy, MI 48083-2162

  
• 

  Refloor, LLC

  5480 Cloverleaf Pkwy Ste 9 Cleveland, OH 44125-4867

  
• 

  Refloor, LLC

  416 W Dussel Dr Maumee, OH 43537-1686

  
• 

  Refloor, LLC

  9850 Princeton Glendale Rd Ste C3 West Chester, OH 45246-1034

  
• 

  Refloor

  2114 Southwest Blvd Grove City, OH 43123

  

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:05/20/2025

  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.

  I picked out a nice tile and they are charging me over $8,000 for their service. This is not what I agreed to with them. They were supposed to give me a military discount. I called and told them 2 days ahead about white trimming around the flooring and that I want to cancel their service. I called them and the *** said they would take 30% of my money. No one called me back. I wrote out a check to them for $3,999.00. I haven&#**;t heard anything from them. I would like a total refund.

  

  Business Response

  Date: 05/30/2025

  Hi ******,
  
  Thank you for bringing this to our attention. We understand how important it is for our customers to feel confident and comfortable throughout their project, and we regret any miscommunication that may have occurred regarding pricing, materials, or the discount promised.
  
  During our conversation, we took accountability for not confirming the final price and materials before arriving for the installation. To help make things right, we extended our maximum discount, bringing the total project cost down to $6,458. However, we understand that you had already purchased materials to complete the project on your own and ultimately chose not to move forward with our services.
  
  We fully respected your decision and have processed your refund. Were grateful for the open and productive conversation and glad we were able to clear up the misunderstanding. We also appreciate your willingness to consider us again for future projects and look forward to the opportunity to work with you when the time is right. The same discount will be available should you choose to move forward.
  

  Customer Answer

  Date: 06/03/2025

   
  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.  I have received a total refund $3999.00
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 06/03/2025

   
  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.  I have received a total refund $3999.00
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:05/05/2025

  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 sent a contract termination, signed, within three business days of signing the contract and giving a $9000.00 deposit. I called 05/03/2025 as well as sending the certified letter. The representative said they could not cancel the contract the general manager needed to reach out and speak with me first. I called again on Monday 05/05/2025, and requested to cancel the contract, as 05/05/2025 was the final day of the three business day law. The representative stated he was reaching out via teams to the general manager as he is the one that needed to speak with me. This never happened and $9000.00 is still not pending a refund to my account

  

  Business Response

  Date: 05/14/2025

  Hi *******. 

  Thank you for bringing this to our attention. We understand how important it is for our customers to feel heard and supported, and we regret that communication did not go as smoothly as it should have. While we did receive your cancellation request within the required timeframe, our general manager also made several attempts to connect with you for clarification but was unsuccessful. We apologize for any frustration or inconvenience this may have caused. Your $9,000 deposit was refunded in full on 05/06/2025. If you have any additional questions, please feel free to reach out.

• Initial Complaint

  Date:05/02/2025

  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.

  First installation was end of September 2024. Flooring was luxury vinyl to be installed in living room, kitchen, hallway and all closet. After a few weeks noticed flooring was having gaps at seams. Called Refloor to ask about this and said they would send an inspector out to view the problem and make it right. Agreeing the job needed to be redone it wqas scheduled for Feb.12, 2025. At completion and inspection the work was inferior and i refused to sign off on the job. Th installer demanding I sign the work order, he was relentless I signed it with an x and immediately called the Refloor manager and told him what happened and sent pictures. Another date was set to redo the floor for the third time, different installer on March 27. The living room was acceptable by the installer manager but the kitchen definitely had to be redone. The fourth time was April 28. The install manager approved the work. I refused to sign off on the job until we received some kind of refund or compensation. The garbage disposal was ruined because they washed their tool in the kitchen sink without asking. storm door hinge cracked due to strong winds while leaving the door opened for mot=re than 8 hours, adhesive smeared on all floors, told I could remove it with acetone, quarter round holes can be fixed with caulk, the debris in the heating ducts I can clean, adhesive on stove, refrigerator, walls, and small dent in refrigerator. I contacted the a manager after each job with a phone call or text including pictures. I have waited 5 days since the las job on April 28 to hear for someone at Refloor.

  

  Business Response

  Date: 05/12/2025

  Hi ****, 

  Thank you for sharing your concerns with us. At Refloor, we are committed to providing exceptional service, and we regret that your experience did not meet your expectations.

  From the beginning, our team worked to address each concern you raised. After the initial installation, we scheduled a full replacement. Following that visit, you continued to report concerns, and our team responded with additional appointmentsincluding the involvement of our installation managerto ensure all items were evaluated and addressed appropriately. Over the course of the project, multiple crews were sent to your home, and additional concerns related to cleanup and minor damage were documented and reviewed with management.

  While the completed installation meets our quality standards and the flooring is in good condition, we understand that the process was frustrating. To help resolve the matter, both parties agreed to a resolution. Although we recognize that you remain unhappy with the experience, the agreement was accepted with the understanding that no further action would be taken. We appreciate your communication throughout this project and the opportunity to bring it to completion.

• Initial Complaint

  Date:03/23/2025

  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.

  09/04/24 Refloor tore out 1200 sq ft of flooring which consisted of tile/laminate/carpeting, replaced w/vinyl planking. The dining room required a subfloor built up level to the other floors. They charged us unnecessarily for a tear. We weren't offered to build up the existing dining room flooring and leave the rest of the floor as is which would have negated all of these problems. The installers even mentioned this after the finished product. We have many issues with what was done and had to hire an independent contractor to fix their molding around the front door, the sliding patio door, & trim out where Refloor installers left gaps between the current molding and the quarter round, to reduce the visible gaps at the door jams & the three pantry doors needed built up to sit in the tracks to open and close without becoming unhinged. During multiple discussions with the Managers ************* I was told they do not offer refunds & the best they could do was provide me $500. We found ONE contractor that would take on the work for $2500. & still am out the labor for the tear-out. The installers left dents in my fridge, my door jams/doors, cracked/chipped flooring and during the phone discussion my wife was having with the Managers they told us that Refloor held out on them for payment due to a customer not being satisfied & they wanted to go to that customers home & break down the front door & pull all of the new flooring out there was intimidation there. When we asked Refloor for a breakdown of the costs they refused. The other quote from ****** dated 7/18/24 was very similar & the labor was $8527.28, we are requesting half refunded & $2500. Installation day, Refloor hadn't provided the contract and when they emailed it wouldn't open because it was on legal size paper. Scare tactic-smart on their part, hey have the installers onsite provide a high pressure move to start & cause their forms not to open. The $2500 wouldn't have been needed either w/out a tear out.

  

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to share your concerns. We want to address your complaint directly and provide clarity regarding your project.
  
  Refloor completed your ***** sq. ft. flooring installation on 09/04/24, which included the removal of tile, laminate, and carpet, followed by the installation of luxury vinyl plank. As with all of our customers, we sent an electronic copy of your contract and work order to the email you provided at the time of sale. This document included the full scope of the project and pricing. If you experienced issues opening the file, we would have been happy to resend it in a different format or mail a physical copyhowever, we were never made aware of any such request.
  
  With regard to the subfloor in your dining room, leveling was necessary to ensure a smooth, consistent surface across the home. Our teams follow a standard of quality and craftsmanship that avoids uneven transitions and substandard results. Leaving that area unaddressed would not have met those standards. The decision to proceed with leveling was reflected in your agreement and not challenged at the time of installation.
  
  We understand you had concerns after the project was completedspecifically regarding trim work, door clearance, and minor damage. You spoke with multiple members of our management team, including ****** ****** and our Regional General Manager, ****. While we firmly believe the project was completed according to the signed agreement, we also listened to your frustrations and offered a $500 goodwill credit to help offset the cost of hiring your own contractor for adjustments. **** then added an additional $250, bringing the total to $750 as a final effort to resolve the matter amicably.
  
  Your reference to a Lowes quote is noted, though your total project cost with Refloor was less than the estimate you received from them. Were unsure why this comparison is being made post-installation, as it was never part of the conversation beforehand.
  
  Additionally, we take issue with the accusation of intimidation during your conversation with our team. That allegation is completely untrue and does not reflect the professionalism or conduct we expect from anyone representing Refloor. We take such claims seriously and stand by the integrity of our staff.
  You also mentioned some bounce in a small section of the floor. Our representative, Max, is scheduled to inspect that area and will address any necessary service based on his findings.
  
  While were disappointed that youre dissatisfied, we remain confident that we fulfilled our contractual obligations and delivered a quality installation. The $750 offered was a sincere attempt to find common ground and bring this matter to a close.

• Initial Complaint

  Date:10/28/2024

  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 September 19, 2024 an associate from ReFloor, **** *****, visited my home about replacing flooring in my kitchen. They gave me an estimate and I decided to go with this company to have my kitchen flooring replaced. I paid a deposit of $500 with a check. After contempling the purchase overnight I called and spoke to ***** on September 20, ****************************************************************************************************************************************** before issuing my $500 refund. After not hearing I sent an email on September 21, 2024 asking for a confirmation of the cancelation. I hadn't heard nothing after calling them numerous times and finally was able to speak to ***** again on Octover 2, 2024 and was told the refund would be processed if I hadn't heard from a manager. She then transferred me to a manger **** *., He told me that he would process the check immediately. I waited until October 16, 2024 and I called back and talked to ***** again and she checked on the refund with ***** Z and call me back. ***** Z called me back and he apologized and said it didn't get through the system and that he would send it out the 16th or 17th. He said I should receive it in the mail by next week and it still has not arrived as of October 26th.

  

  Business Response

  Date: 11/04/2024

  Hi ******,
  
  Thank you for bringing this to our attention, and we sincerely apologize for the delay and frustration youve experienced with your refund. We understand how important it is to receive timely communication, and its clear that we fell short in keeping you updated. This is not the experience we strive to provide, and were taking steps to improve our processes based on your feedback.
  
  After our recent conversation on October 28, we confirmed that your refund was sent, and an additional amount has been approved to cover any inconvenience caused. Were expediting this to ensure it reaches you as soon as possible, and well follow up to confirm both checks have arrived.
  
  Thank you again for your patience, and please dont hesitate to reach out if you need any further assistance. Were committed to making this right and appreciate the opportunity to do so.
  
  Sincerely,
  
  The Refloor Team

  Customer Answer

  Date: 11/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:10/14/2024

  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 September 10 a representative from Refloor came to my home to assess my floors and give an estimate on the cost to put in new floors. The representative told me that the company would be able to put in new flooring over my existing floors without any issues. I was satisfied with the estimate and assurance I received and paid a deposit of $2989. At the time of the assessment of my floors the carpet had been removed and with the exception of one 5x7 rug the floor was bare. I scheduled the flooring to be installed today 10-5 and when the installer looked at the flooring he stated that the flooring could not be installed over the existing floors. He stated that the old asbestos tiles would have to be removed along with the entire kitchen floor before any flooring could be installed. I told him that I was assured by the representative that the flooring could be placed with the floors as is. The installer informed me that the representative has no experience in flooring other than to sell the product and should not have told me it could be done. The installer stated that this is not the first time this has happened. He called his manager whom I spoke to who was not helpful at all. He just had a standard Im sorry response. He then put me in touch with his manager who was not helpful at all. They were not apologetic for lying to me and misleading me. I asked that the total amount of my money be immediately returned to me. She said the district manager would have to call me. I demanded my money be returned in full no later than next week Friday or I would seek further measures to ensure I received my money back. She cancelled the contract for flooring and stated the manager would be in contact with me. I installer was apologetic and very kind to me. He replaced all my furniture back as it was.

  Customer Answer

  Date: 10/14/2024

  Refloor fully refunded my money. I received the check on Thursday 10-10. 
  I have cashed the check and I am satisfied with the results. 
  I am now able to move forward with a better company. Thank you. 

• Initial Complaint

  Date:08/13/2024

  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.

  Dear Reflooring Management,I am writing to express my extreme dissatisfaction with the recent flooring job completed by your company at my residence. I engaged your services to trim the floors, with the expectation that the work would be finished to a high standard and in line with the agreed-upon specifications. However, I am disappointed to report that the trimming was not completed satisfactorily.Upon inspection, it became apparent that the color of the trimming did not match the floor as expected. When I raised this concern with your team, I was informed that I would need to undertake the staining process myself. This was not communicated to me during the initial discussions or by the salesperson who handled the transaction.Furthermore, I must highlight that one of the key reasons I chose your company was the assurance that the job would be completed comprehensively, including moving furniture as necessary. It is unacceptable that I am now being asked to arrange for staining and furniture relocation at an additional cost after having already paid a substantial amount for the initial job.Despite my attempts to address these issues by contacting your company, I have yet to receive a satisfactory resolution or acknowledgment of my concerns. This lack of responsiveness and accountability has only added to my frustration and disappointment with the entire experience.I expect a prompt and appropriate response to this complaint, along with a clear plan of action to rectify the unfinished work and address the additional costs I have incurred due to your company's shortcomings. I trust that you will take this matter seriously and work towards resolving it in a fair and timely manner.I look forward to hearing from you soon to discuss how we can proceed to ensure that this situation is resolved to my satisfaction.

  

  Business Response

  Date: 08/23/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention, and I apologize for the frustration and inconvenience youve experienced. We strive to ensure that every project meets our customers' expectations, and I regret that this was not the case for your flooring installation.
  
  I understand your disappointment regarding the mismatch of the quarter round and the unexpected task of staining it yourself. While this was covered in the contract, we recognize that the communication may not have been as clear as it should have been, and for that, I apologize.
  
  Im pleased to inform you that our Regional General Manager, ****, has already spoken with you and offered a solution. We have *************************** colored quarter round is available in **************, we will be sending a service team to replace the current trim with a matching one. Our service team will be reaching out shortly to schedule this visit and ensure the issue is resolved to your satisfaction.
  
  We value your feedback and are committed to making this right. Your experience matters to us, and we hope to regain your trust by addressing this issue promptly and thoroughly.
  Thank you for giving us the opportunity to correct this situation. We appreciate your patience and look forward to ensuring your complete satisfaction.

  Customer Answer

  Date: 08/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:07/24/2024

  Type:Delivery 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 to give him $799.00 before they would enter house. he didn't have a receipt so I had him write on refloor folder he got $799.00 from me. they finally admitted they got the original $999.from June 6,2024 to today July 24,24 my floor is a mess. I have no order number from them showing I even have and account with them

  

  Business Response

  Date: 08/05/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for any frustration you've experienced. Our goal is to provide the best service possible, and we regret that your experience was not up to our usual standards.
  
  Regarding the initial payment and receipt, we understand the confusion and are glad that it was documented, ensuring transparency. We have verified that your original payment of $999 was received, and the work has been completed as agreed.
  
  We acknowledge that there was a misunderstanding about the condition of your floors following the extermination treatment. We are sorry for any inconvenience this caused and appreciate your patience as we worked to resolve the issue. Our installer visited on July 25th and successfully completed the installation on July 26th. We understand you are now satisfied with the outcome.
  
  Please be assured that we are here to support you and are committed to resolving any remaining concerns. If there is anything further we can assist with, please do not hesitate to reach out. We appreciate your cooperation in updating the BBB complaint and look forward to continuing to ensure your satisfaction.
  
  Thank you for choosing Refloor.

• Initial Complaint

  Date:02/07/2024

  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.

  We paid Refloor $4500.00 to come in and replace floors over old existing ones in kitchen,hallway,2 bathrooms and laundry room upstairs.the salesperson said everything was set to go,on day of arrival after being paid in full with cash for entire job they say they cant do the laundry room because their is a utility tub in there and I would need to hire a plumber to disconnect one pipe but they are taking both toilets out of floor to do them. So I am not pleased I wanted all of the floors done to match house they at least gave me a little money back for not doing that room but I still wanted it to match rest of house. They did do a good job on the floors but in one of the bathrooms they did not put toilet back properly and was leaking I did tell them about it but their floor specialist not plumbers,then why are you pulling toilets out if you cannot install them back right. So I contacted ****** my case manager with Refloor and told her I had to hire a plumber to rehook my toilet to the floor and paid $184.00 out of my pocket for something they did and she said send her bill and they will review it. I sent her bill and have sent her other texts on what is up with the review and never get a response back. Since I have paid plumbing bill and want to be reinbursed for plumbing bill and not ignored. I will not recommend Refloor to anyone when they treat their customers like that, where I work our model is customers first

  

  Business Response

  Date: 02/12/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention regarding your recent flooring installation with Refloor. We sincerely apologize for the inconvenience and frustration you have experienced, and we appreciate the opportunity to address your issues.
  
  We want to confirm that a refund check in the amount discussed was overnighted to you on February 7th. Our Operations Manager, ***, has been diligently attempting to confirm that you have received the check, but unfortunately, he has not heard back from you yet. If you could, please reach back out to *** to confirm receipt of the check at your earliest convenience.
  
  Thank you! 

  Customer Answer

  Date: 02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:12/13/2023

  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.

  ************* were installed on 12/6, the original price of sale was $3,200 at time of service they increased it an extra $800 because I had to have more than 1 layer of floor to be ripped out. This was never discussed during the inital meeting nor did I get any paperwork or receipt stating this was in the contract. I never once recieved a bill of sale and when I ask for a receipt I am ignored. The company advertises (on their website) that their luxary vinyl floor is extremly durable and easy to maintain and clean. My floors prove this is false advertisement. REFLOOR has tried to resolve the problem by giving me a 50% discount on replacement floors. I have only had these floors for exactly one week. The ** came out and agreed with my concerns and then denied them when talking on the phone. Pictures are attached. On their website it is clearly stated "110% risk free guarantee your investment protected" they are money hungry and do not deserve an A+ rating from BBB

  Customer Answer

  Date: 12/16/2023

  Complaint was resolved with company. Please disregard