ComplaintsforLegacy Flooring LW LLC

• Initial Complaint

  03/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased carpet from ******, this year. The carpet was to be installed in a 600+ sq ft bonus room over the garage, that we just had finished by a trusted contractor. ****** subcontracted the install to Legacy Flooring. Legacy Flooring sent one guy to carry all that carpet up the stairs, alone. While doing that, the guy tripped, and the carpet dropped down the stairs, and damaged the hallway and kitchen wall. I called immediately to report the incident. I was told to get an estimate from a contractor to repair the wall, which I did. Legacy Flooring countered with a completely ridiculous estimate, as their "final offer". Both Legacy Flooring and ******, stopped communicating with me after I told them that we were too far apart. We are not looking for anything other than having the wall fixed back to the way it was before they damaged it. I'm really quite disappointed since I would expect the home to look better after they leave, rather than worse! Do better Legacy Flooring! If you make a mistake, or an accident occurs, due to your negligence, don't leave your customers hanging by denying them coverage for some damages that you did! That's what insurance is for! Like I've mentioned on phone calls, as well as above, we just want the wall fixed, but if you don't feel like you want to settle this within a reasonable period of time, if at all, we will take other routes. Take care of your customers!

  Business response

  03/18/2024

  It is very unfortunate that damage was caused by the installer. Due to the nature and cost of the damage, this has been turned over to the insurance company. The insurance company will be contacting the customer, if they havent already done so, and they will provide an estimate of repairs; as well as reconcile the customers needs. I am in agreement that this is the installers fault, and we believe that the insurance company, on our behalf, will make the customer whole. 

  Customer response

  03/19/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased flooring from ****** and ****** contracted them to do the install. It has been a NIGHTMARE to own up too and fix their mistakes. The hallway is not leveled at all. One side is higher than the other side. This was examined twice by the Sight Mgr. (Codi), Store Mgr. (******) and other contractors from the company. It was stated several times the install to this area should not have taken place. In order to fix it they would have remove the flooring in the hallway and portion of the connecting dining room area and they is what they don't want to do. I received NO phone calls indicating this was area to be addressed before putting down the flooring. I spoke with ***** and she stated they will not do any further work to that area. We've paid $7000 job with the intent of getting the living room, dining room, hallway, kitchen and laundry room completed but to no avail. The only completion done is the living room and dining room. ***** stated the installers didn't feel comfortable completing the kitchen and laundry because they can't get it at 100%. We understood and agreed to put it down taking full responsibility of something happens going forward. ***** stated they would not proceed and we will not get any money back for those areas as well. They removed the previous flooring so at this point we are looking at subfloors. They tear up your home and don't care about customer satisfaction. This has been going on for over two weeks now. Shameful.

  Business response

  11/01/2023

  Hello.  I'm sorry to hear about your experience.  A manager from our office will be calling you within 24 hours to discuss.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Poor workmanship by the installer for kitchen backsplash performed on August 14, 2023. Legacy Flooring was contracted as a third party to install the glass tile backsplash purchased from Lowes. The installer did not use caulk, spacers, and enough grout to fill the tile to hide the white netting that attaches each tile together on the back side of the tiles. There was excessive grout used in areas specifically near cabinets. Additionally, the installer took a straight slot s**** driver that belonged to me. The installer did get all the items from Lowes prior to performing the job (I verified this with Lowes - a manager showed me the order) including the caulk and spacers. I contacted the area Legacy management team *************************** and she forwarded the issue to the District Manager *********************. ********************* inspected the job and we have conversed a couple of times and now he has not returned any messages sent to him requesting a status of trying to resolve this matter. The amount paid includes the labor, material that the installer did not use on the installation, and the replacement cost of the s**** driver.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lowes hired Legacy flooring to install my floor in my bathroom. I have a toll brothers home. legacy took out the tile in the bathroom, and then didnt know how to install the new floor as it was fake wood which lowes said I could definitely install in a bathroom. The team came out a few times and I even called. management as the installers kept coming out but didnt know how to install it!!! Finally after the legacy team came up with a wrong solution of putting a piece of plywood between the foundation and the new floor, I now have mold growing , a leak to my first floor and a warped bathroom floor!!!! This is just from water coming from the shower after my son gets out. Their team sent someone out to look at the mess and he said they would 100% replace it. Now they are going back on their word and saying its due to my toilet and/or sink leaking and I need to pay a bunch of money for someone to take the sink and toilet out so that Legacy can again tell me they arent responsible. This has now turned into a serious mold problem with extensive damage as the intitial project was less than $1000!!! They need to come and fix the floor and get rid of the mold and fix the foundation too now that it has leaked to the first floor!!!!! ?? During the initial install, l contacted legacy mgmt and their team came back here three times as their installers didnt know how to replace the tile with the wood, since after they took out the tile, there was a gapso they only put a piece of plywood in between the foundation and the wood to make it work and obviously it didnt!!!!!! Now I have a complete mess. Legacy come fix the problem you created and dont expect me to pay hundreds of dollars to take my toilet and sink out so that you can say it isnt your fault again!!!!

  Business response

  08/04/2023

  Hello. Im very sorry to hear about your bathroom floor issues. Someone from our management team will be in contact to provide a follow up answer to your complaint. 

  Customer response

  08/07/2023

   
  Complaint: 20368712
  
  I am rejecting this response because I need action (without a cost to me) not promises which ive received before. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: Complaint - Shoddy Flooring Installation by Lowes Contractor -Legacy Flooring Conflict of Interest by Lowes Employee ************************* Taking Gifts from Customer *********************************************, Date of Installment May 31, 2023 - Bathroom Flooring Dear Sir or Madam;I am a Consumer and a Lowes Customer who is writing this Letter of Complaint. I have spent alot of money to have my bathroom floor installed which was poorly done with the following:(1) Shoddy work with corner paneling not properly cut correctly to fit corners (2) Corner paneling not nailed to fit properly in place;(3) Flooring not fully completed as it was communicated by Lowes that their Contractor will solidify;(4) I paid for the entire bathroom floor to be installed and they installed 80% of the flooring;(5) Corner paneling coming out from the wall; Not properly secured down;(6) *************************, Lowes District Manager took $50.00 in gift cards from Consumer/Customer which is against store Corporate policy as conflict of interest and the Lowes Business Integrity and Ethics. *************************, Lowes District Manager took $50.00 in FREE gift cards from the Consumer for her two ***********. *************************, Lowes District Manager had no right to take the gift cards for herself and children because its against Lowes Ethic Corporate Policy because she has a conflict of interest.

  Business response

  07/02/2023

  Hello,

  Im very sorry to hear about the issues with the flooring. We are looking into the project now, and we will have a Director call you tomorrow to discuss a plan to correct the issues with the paneling and concerns around the flooring installation. You will receive a call before the end of the business day tomorrow. 
  

  We are also looking into the complaint against ****** and will address. 
  

  We will make this right for you. Thank you. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased carpet and vinyl planks from ***** Home Improvement Store - **** ***** **** ************ ******* ***** and paid for installation services which were provided by Legacy Flooring. The cost surpassed $10,000. This was purchased on 10/8 The carpet installation was on 10/21. The vinyl flooring was installed on 10/27-28. I called and had email communications on 10/31 about the hole in my sons carpet. After all of the work was “completed” I noticed a “hole” in my sons carpet. I discovered it after the vinyl was installed. The carpet people came to my house on 11/28, the moment they pulled the carpet up they noticed it was cut by the machine they used to install the floor and the “chunk” which was cut was left under the carpet. {This was explained to *** on the phone by the carpet installers}. As a result of them pulling up the carpet, I learned the flooring people glued the carpet down instead of stretching it and tacking it down on a tack strip - correct way. This was explained on the phone conversation with *** by the carpet installers. I found glue on my daughter’s carpet and on my master bedroom door carpet, as well. As a result, the glue tore up the transitions between the floor and the carpet. I learned last night when the carpet is glued it messes up the carpet. The resolution provided by *** *** ***** (Managers): (1) Tape the carpet that was cut (2) Cut the glued parts off the carpet and then stretch the carpet to make it fit This is NOT acceptable. I did not pay for repaired carpet, I paid over $10,000 for a job to be done professionally and with brand new materials. They admitted their fault but are unwilling to replace the carpet with new carpet. They want to repair it with tape and cut the ends off of the damaged carpet which they glued. As I spoke to ***** and *** today (11/30) they hung up on me. I am asking for the carpet to be replaced because the installers damaged it. I just paid for brand new carpet, not damaged carpet.

  Business response

  12/01/2022

  I'm sorry to hear about the issues with the carpet installation.  Please allow me to look into this for you, and one of our managers will be calling you today with a resolution.  Thank you.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased LVF flooring from ****’s. They contract through Legacy Flooring. Legacy installed the flooring on November 17-18th 2021 throughout our second floor over wavy subfloors which is outside the manufacturer’s specifications. We paid $4000 for the flooring and $4000 for the installation. In their paperwork they noted the flooring as flat and acted as though there was no issue with the subfloors. Over time the boards have shifted and this is due to the wavy subfloors. There are also at least 3 places where the boards are tented and get pressed down when I step on them (just space underneath or something?) They have come out and observed the issues, but told me that I have to remove the flooring and fix the subfloors before they come to re-install the flooring. They claim that the subfloors have moved post-installation due to a “shifting foundation”. In six months. A physical impossibility. They claim no responsibility. I started the process of trying to address this problem about six months ago. We are still under warranty until mid-month. I need them to listen and take responsibility, but they are not willing to do so. I’m hoping they will listen to someone who carries more weight than I do.

  Business response

  11/02/2022

  Hello. I'm sorry to hear about the installed floor shifting. We will have a manager look into this and contact you promptly. 

  Customer response

  11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I received a phone call from ****’s offering $1400 in financial compensation which is an inadequate amount since I will need to uninstall the flooring, level the subfloor and reinstall the flooring. I will likely lose some material in the process. If the flooring had been installed properly the first time at $3600 I would not be incurring these additional costs. Given that I do not have to uninstall all of the flooring, I am willing to accept no less than $2500 compensation to repair the work.

  
  Sincerely,
  
  ********* *********

  Business response

  11/03/2022

  I'm sorry to hear that our offer has been rejected. 

   

  It appears that the subfloor has shifted over time, causing the floor to fail. We stand by the installation of the floor, and we have offered to reinstall the floor, at no cost to you, once the subfloor has been repaired by a professional. The subfloor does need to be repaired in order for the flooring to perform under manufacturer guidelines. That being said, there will be no cost to you for us to reinstall the flooring once the subfloor has been repaired. 

  Customer response

  11/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  It is physically impossible for the subfloor to become wavy in such a short period of time. The foundation settled over the course of 30 years, not six months. Joists don’t bow in six months either. It’s a process which takes decades to occur. It’s insulting that you are trying to claim that the subfloors were flat when you installed them less than a year ago, but suddenly they are wavy. It’s also an absurd claim. Your people marked them in their paperwork as flat so they could get in and out and get paid despite the fact that the subfloors were not prepared within the manufacturer’s specifications at the time of installation, and because of their carelessness and your greed our brand new flooring is failing. I’m being generous with my offer for you to compensate me at $2500. 
  Sincerely,
  
  ********* *********

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a floor installed by Lagacy on August 8, 2022. I was glad to have the job completed. However, when placing my appliances back I discovered the ice maker water line was damaged. I spent almost a week trying to find a plumber. When I got someone to respond they wanted $175 to repair it. Instead a family member repaired it for $15 in supplies. I noticed on the install day that the workers built a wall out of plywood in their work vehicle. When I returned the supplies they didn’t use, which included 12 sheets of plywood, there were only 11 pieces. Also, another wood pieces I had laying on my patio were also missing. I contacted ***** that use Legacy for installation and explained the broken water line and missing wood. Legacy called later and I explained the issue. They apologized and said they’d look into it. Then over the next month I received several emails regarding this. I kept inquiring but got no answers after August 24. I emailed today (9/22/22), stating I was going to contact the BBB. Within a few hours I received a phone message stating I did not inform them of the water line damage and that no plywood was taken, plus the other wood was left from a pallet the flooring was delivered on days earlier (which I planned on using). I am furious that their employees can steal and damage items with no recourse for the customer.

  Business response

  09/29/2022

  After looking into this complaint, we are unfortunately without any evidence of the information surrounding any missing plywood nor damage to the water line. We fol****d up with ****'s, whom the customer had a contract with, and ****'s explained that the only wood returned was the wood that was not used.  The other wood was from the delivery pallet.  Understanding that the customer claims to have wanted to keep the pallet wood, this is usually taken away as waste.  Had the customer informed the installers of wanting the pallet wood, it would have been left behind.  It only appears that the customer is out $15 in supplies for repairing a water line that is claimed to have been damaged by the installers, but our installers claim to have not damaged the water line.  Customer will need to follow up with ****'s, whom they have a contract with, if they would like further resolution around missing money from any returned supplies.  We do not have a contract with the customer.  

  Customer response

  09/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: I informed ***** at Legacy flooring in August. After approximately 2 weeks after I spoke with her on the phone, ***** contacted me about this issue. A week later I contacted ***** because I was not getting response from Legacy.  ***** contact me two more times apologizing.  I watched their installers cutting up MY sheet of plywood and taking my “waste” which I was planning on using, to make a wall in their work van.  Even if this wood was considered “waste”, it was mine to do with what I wanted and not up to them whether they could just steal it. I did replace the broken water line myself as a curtesy to Legacy so they wouldn’t be responsible for a $175 plumbing bill. I spent two months trying to get this settled and instead being told their employees “said” they didn’t take anything.  I SAW them cutting up my plywood and using my “waste” to build a wall.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Legacy assigned incompetent installers that created the problem in the first place. ***** uses them to contract installers. I have attached a 6 page day by day complaint. They do no offer any compensation - they just let ***** do that though they are the problem.

  Business response

  08/06/2022

  This customer has a contract with ****’s, and we are actively working with ****’s to resolve the complaint. 
  

  There are instances of this complaint that are within the scope of work and contract (unforeseen floor prep needed) and small scuffs and marks. Additionally, my team has nothing to do with ordering materials. However, this could have been resolved and communicated much more timely by my team. 
  

  We will reach out to the customer on Monday, if this upcoming week, and will discuss a resolution that can work with the customer and ****’s. 

  Customer response

  08/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The representative from Legacy admitted she "dropped the ball" in assigning the original person (1) for my install job, which required 2 people.  I had more than scuffs and am working with ***** now to fix the damage to my wood floors from the installer tape.  I have given up hours of work for my LLC and weeks of this is affecting my health and well being.  Legacy created the problem in the first place and I deserve to be compensated for what I have had to endure these weeks. 

  Please read the attached complaint with pictures.  The problem persists. This week I will spend at least 3 hours with the ***** Adjuster and 2 wood refinishing companies for estimates to repair the damage to my wood floors by the installers. I am still waiting to be reimbursed $600.00 for the plumber and handyman (at personal cost) to fix the mess left by the installer.  This is not over for me and I will persist and escalate as needed to be compensated.

  Sincerely,
  
  **** ******** ********

  Business response

  08/07/2022

  We have reviewed the complaint and the attached photos. We are planning to discuss with the customer, in detail, on the next business day. 

  Customer response

  08/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

  If I do not hear from them today AS PROMISED I will once again activate this complaint.

  Sincerely,
  
  **** ******** ********

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with ***** and Legacy Flooring for the past year regarding the re-installation of flooring. Legacy Flooring is a subcontractor to *****. Legacy has been difficult to work with, and unamenable to working with client times and scheduling. The last four times I have scheduled to FINISH my flooring install with Legacy, Legacy contractors never showed up to my house. I request a full refund for the services to be performed, and for the wasted time that I had to reach out and contact Legacy to receive an update as to why their contractors never showed up. This company is unprofessional and uncooperative with its clients.

  Business response

  07/12/2022

  This project is scheduled to be completed on 7/15.  There was a delay in the store getting materials.  We also had some circumstances with the installer being sick and not being able to make original appointments, but we have confirmed that this is scheduled to be completed.

  Customer response

  07/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have received zero personal correspondence regarding the confirmed date and time of completion. Until I receive a written response, I will not allocate additional time within work hours to complete what has taken over five iterations of missed appointments.
  
  Sincerely,
  
  ******* ****

*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. ↩