ComplaintsforRefloor LLC

• 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. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August I obtained a bathroom floor installation quote for my 80 year old father-in-law. Refloor sent someone out to provide an estimate and then a deposit was put down and an installation date set up. The two males that came to do the installation did not provide the service, they asked if they could look in the basement and then just left the home without saying anything to my father-in-law. I called regarding that and was told that due to a flooring issue not work could be done until other corrections were made. I was going to have the repairs done and then reschedule the work but later decided on getting a refund. I spoke with ******* on August 31 and she said she had to get manager approval to process refund request and would take care of it. I never received the refund so I called again on September 19 and received a text message from ******* on September 23 stating my refund request has been submitted and I should receive a check shortly. It is now October 21, 2022 and I have not received my refund.

  

  Business response

  10/25/2022

  Hi *****, Per our system, it appears a refund was mailed to your address. After review, the check has not been cashed, so we have placed a stop order on it, and have put a new refund in the mail today. We are investigating what happened internally that caused this to be missed, we have reissued a refund check on 10/25. 

  Customer response

  10/27/2022

  [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

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contractor came into our home to rip out carpet and cermic tile and replace the entire main floor with luxury *********************. the contractor removed the cermic tile the wrong way therfore making the air in our home unbreathable and unsafe for our family. they also caused a flood in our home from not reconnecting the washer and dryer correctly. we have been displaced from our house since march 23. and they paid for watr damgage migation. and kept telling us they were going to take care of us. but we are awaiting them to cover the cost of the migatin of our home and to reembarse for the hotel fees and all other looses and have recieved nothing but the run around, and now my family is living in a camper because we could not afford the hotel fees.

  

  Business response

  05/06/2022

  We appreciate your feedback. We are ready, willing and able to work with the insurance company in order to get this matter behind you. We apologize fully for any inconvenience we may have caused. Dont hesitate to reach ouch to me or anyone in our office to expedite this matter. Sometimes insurance companies dont work as fast as wed like them to. 

  Customer response

  05/06/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by bbb staff mc

  Consumer states she contacted the company and they sent a man named ***** out and he went over everything. Consumer states ***** had her put her initials on different things on the computer. Consumer advised that ***** did not mention that she only had 3 days to cancel. Consumer states they went over everything and she signed for the product and she gave him a deposit of $750 on her credit card. Consumer states the company called her and said they had to reschedule. Consumer states she called to cancel and they advised her to call ************. Consumer states manager ****** called her back. Consumer states she explained to the manager that she was cancelling and he said it was past the 3 days. Consumer states she asked the manager if she could have the product since she already paid half and he said no, they would have to complete the project and charge her the additional $750. Consumer states he would not give her the merchandise or a refund.

  

  Business response

  03/31/2022

  ***** purchased her flooring in the amount of $1,500 on 2/21/2022 and she did provide a deposit of $750 at the time of sale, in her signed contract (she received copies of the entire contract the day of sale) there is a rescission form which allows 3 business days to cancel from the date of sale and is dated 2/24/2022 as the last day to cancel without penalty, ***** did not cancel her project until 3/8/2022, we hold the right to not refund her deposit as ***** breached her contract.

*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. ↩