Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************* 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 response

  12/16/2023

  Complaint was resolved with company. Please disregard 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installers stated they could not install floor and I asked for my initial $6736 refunded. Was told by management that refund was issued 10/6. It is now 10/18 and still no check. I have called and was assured the check has been sent, however this has not been received. I need these funds for my new installer! Mail doesnt take this long.

  Customer response

  10/19/2023

  Check received today.  This issue is resolved and you can close the case.  Thank you.

  

  Business response

  10/20/2023

  Dear ********,
  
  I hope this message finds you well. We would like to address your recent complaint regarding the refund for your initial payment of $6736. We apologize for any inconvenience you have experienced throughout this process.
  
  Upon investigating your complaint, we have identified that the check issued to you has been cashed. We understand the frustration you must have felt, and we sincerely apologize for the breakdown in communication, which resulted in unnecessary concerns and delays. Your satisfaction is our top priority, and we regret any inconvenience this situation may have caused.
  To prevent similar issues from occurring in the future, we will be revisiting and improving our refund process. Our goal is to provide a more streamlined and transparent experience for all our valued customers.
  
  Once again, we apologize for any inconvenience you have faced, and we appreciate your patience and understanding during this process. If you have any further concerns or if there is anything else we can do to assist you with your flooring project or any other matter, please do not hesitate to reach out to our customer service team.
  
  Thank you for bringing this matter to our attention.

  Customer response

  10/20/2023

  [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

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction was completed on Aug 30. Next day was advertised 20% off and was not offered to us.

  

  Business response

  09/08/2023

  Hi ****** - We appreciate your feedback and understand you are confused and believe you did not receive the best discount available at the time of your purchase. Let me clarify and assure you that you did receive the best discount available PLUS a whole lot more.
  
  Your purchase on August 30 included our August promotion of free installation, which is equivalent to a 20% discount of your total purchase. Additionally, you received an extra 10% off as part of our ongoing customer appreciation program, so you actually received 30% off your project which is 10% more than customers who purchased under our September offer of 20% off.
  
  Thank you for choosing Refloor. You new floors are absolutely beautiful!

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Refloor and the more we walk on the floor the more we dislike it. They left glue all over the floor and were told to use fingernail polish remover to get it up. It now has marks on the floor where we tried to get it up and it wont go away. Also we were told they would level the floor where needed. Now as we walk on the floor it sounds hollow in several places. It sounds like a cheap floor we installed. The bathroom floor has a big gap from the wall and we have to cover it up with a rug. The people they hire are not experienced in installing these floors. We would not recommend this company to anyone.

  

  Business response

  07/18/2023

  Thank you for taking the time to speak to both **** and *******, we have a check list ensuring all issues brought to our attention are remedied at the time of service scheduled for 7/26/23. We have noted the following issues:
  
  1) Echo sound when walking
  2) Smudges on floor from cleaning
  3) Concerns about underlayment
  4) Gap at walls 

  We look forward to servicing you and ensuring that you are 100% happy with your flooring!

• Initial Complaint

  04/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Changed pricing and credit stipulations. Several attempts were made but to date our $200 dollar deposit has not been returned.

  

  Business response

  04/17/2023

  Hi ****,

  I am so very sorry that your deposit was not returned. Our process for cancelations is the General Manager is notified once you speak to your Project Coordinator, letting them know that you'd like to cancel your project. The General Manager then will give you a call to confirm cancellation and initiate the refund. It looks like our GM reached out several times and your VM was full, he then texted you to give him a call back, but did not hear back from you. In any event, I have escalated your concerns to our Director of Operations and your $200 refund has been processed to the credit card you originally used for the deposit. Thank you, and again we apologize for the miscommunication and delay. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They dented my Steel front door and scruffed by baseboard.They should have removed the baseboard but the dent my front door is unacceptable and did not offer to fix it or replace it. Is it normal practice to hire subtractor and not pay but only $300.00 for me to fix or replace my door. They should be fixing or replacing this door to ***************. Refloor should be paying for these damages and do not expect to file a claim with the subcontractor. I have sent the photos of the damage door to REFLOOR. I have already sent pictures of the damages to REFLOOR

  

  Business response

  03/10/2023

  *************** spoke with our Regional Sales Manager, ***********************. There are no before photos indicating if installer caused the damage and this falls under the (RESULTANT DAMAGES) portion of the contract. *************** indicated that she wants to speak with her insurance company. 

*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. ↩