Complaints

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:01/08/2025

  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.

  Bought and paid for flooring installation on 12/05/24, appointment was not set until 1/6/25-1/8/25. Installer called in sick on first day and they had no backup, had to wait until next day until installer could arrive, was told over the phone I would be compensated for this at job end as I had a family member call out of work to be at the house that day. Next day comes, 1/7/25, and installer arrives, says there is moisture in the subfloor and needs me to seal my foundation on the outside of the house, says they will call to reschedule my appointment. Go to store and pay $60 for sealant for the outside of our home and do that part myself. Did not hear back from this company until later in the day when they sent photos of the supposed water damage they received by the supplier. Photos were of damaged pieces of flooring in my home where water was spilled on top of the flooring hence why we are seeking having all of the flooring replaced. I also received notice that our floor would need to be leveled slightly. There was no mention of additional costs for this to be performed as what I paid was supposedly all inclusive. Today, 1/8/25, installer drops off a moisture probe and leaves. Says I will be called to reschedule as the weather is too cold to level our floor. Received a call at 2:00 PM that I need to pay an additional $2000~ dollars for the job to be performed. This is gouging at its absolute finest, as they expect they have me over a fire due to them already having ripped out my previous flooring so the floor could breathe. This incompetency is making me physically sick at this point and all I want is the job to be finished or a refund. Gentleman over the phone today said management has to approve all cancellations and I wont hear from them for 48 hours or so as he has no power to cancel this order. My money will not be held hostage nor will I subject my family to any more of this horrible service from this company. This is why Im warning others through BBB.

  

  Business Response

  Date: 01/14/2025

  The reschedule issue has been addressed with the customer and upon completion of the install, compensation will be discussed. The customer has been rescheduled for 1/14/25 after moisture issues have been resolved and the install is currently in process. Additional labor for leveling and labor was resolved between us and the customer. 
  

• Initial Complaint

  Date:10/24/2024

  Type:Product 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.

  During a flooring install I incurred additional costs due to delays caused by the Installation team. It was agreed upon that I was to be reimbursed for the additional costs I accrued during this install and I have emails proving such agreement.Since all receipts have been submitted and Service Pros confirmed receipt, I have not received any further contact, despite many additional email attempts.

  

  Business Response

  Date: 10/29/2024

  Service Pros sent several emails to the customer to sign and return the release of claims so the reimbursment check could be processed and mailed for compensation. Mr. ******* signed and returned it today 10/29/24. We are processeing the reimbursment check and mailing out to Mr. ********* address. He should receive it within seven to ten days. 

• Initial Complaint

  Date:08/30/2024

  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.

  July 31, 2024 -August 29, 2024, I contracted with ****** for laminate flooring. ****** uses Service Pros as their flooring contractor. The first ********* they sent out was a no show twice after the scheduled appointments. I missed work. When the two man crew finally pickup up the supplies for the third scheduled appointment they arrived more the 2.5 hours late after the scheduled time. When they started working for an hour they got in the truck and left for lunch and took another two hours for lunch. When the returned my painter told me some flooring was missing about 8 boxes and he should me gaps between the flooring and areas where they had not placed any underlayment. I called Service Pros and told them about the sloppy work and that they need to send some that know what they are doing. Well one week later they sent another ********* crew these guys came and looked at the job and said the whole flooring job needs to be redone and also there was not enough flooring to complete the job. He told my painter that in Spanish that he wasn't going to do the job and not get paid for it so he left without a word to me. Another week passed by they finally sent a third ********* crew. Then Service Pros want to charge me $974 extra dollars to remove vinyl tile from the foyer about the size of an office desktop Service Pros is horrible!!!!!!

  

  Business Response

  Date: 09/05/2024

  The customer purchased his ****************** on 7/31. His delivery appointment was set for 8/16 the morning of the delivery we had some delays and was going to arrive later in the day. The customer requested to reschedule for 8/17 and delivery was completed as scheduled. His installation date was scheduled for 8/19-8/20 as a two day installation. The installer arrived and began work but let us know there was a transition missing. During lunch our installer went by the store to pick up the transition that was not delivered. The customer called in upset and asked us to send an alternate installer as he didnt want the original installers to return. We rescheduled and alternate crew for 8/22 They found the original install to have issues and approximately 60sf of flooring would need to be removed. They requested 3 additional boxes of flooring to complete the installation. Customer was rescheduled for 8/29 to give time to get the additional materials, When the new crew arrived on site and the rest of the carpet was removed, we discovered a layer of vinyl tiles that would need to be removed and the floor to be unlevel and require leveling compound to flatten the subfloor. The Leveler and Vinyl removal was unforeseen until the original carpet was removed and would result in additional cost for the work to be performed. The customer refused to pay so ********************** Pros and Lowes partnered to take care of the installer on his fee to do the work. The installation was completed on 8/29/24. We left a message for the customer on 8/30 to follow up and make sure everything went ok with the completion of the installation but have not heard back from the customer. We also left a message for the customer on 9/4 to discuss compensation for the delays in installation caused by the first Crew. We are waiting to hear back from the customer. 

• Initial Complaint

  Date:07/18/2024

  Type:Product 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.

  On March 3, 2024, we went to *****************, ** and purchased tile and installation services for a backsplash in the kitchen of our home in *****. We requested that the installation not be scheduled until the first week in May due to other work we were having done in our house. We were originally quoted $88.04 in materials and $597.08 in labor. ****** sent one of their installers to our house to measure the backsplash. While he was here we discussed the project and we were told that the tile we picked out wouldn't work because it was actually floor tile and wouldn't hold up on the wall. We went back to the store on March 16 and completed the sale with the new tile changing the material cost from $88.04 to $316.46. We schedule the pickup of supplies for April 25th and the install on May 7th. I have uploaded the information with pictures of the results of the install on May 7th. On May 8th I received a call from Lowes ************* to follow up on the install and answer any questions. I told them about the issues and sent them a copy of the information. I received a call from ******* from Service Pro that afternoon and after explaining the issues, I emailed him a copy of the uploaded PDF which he said he was sending to his quality manager. An appt. was schedule for May 15 between 1-5pm for someone to come out and inspect the issues. I called at 4pm and was told he would be there any minute I told them that we had to leave at 5. We left the house at 520 and received a notification from my ring doorbell that he had arrived at 640pm. We then rescheduled the inspection for Tuesday, May 28th between ******am. We were assured that we were the first appointment. We received a call at 330pm from **** (Quality Service Manager) at Service Pro saying he just found out the guy went to another job first and did not let him know. **** said that he would come out himself on May 31st to inspect the issues. I will continue this in an uploaded file.

  

  Business Response

  Date: 07/24/2024

  Our Regional Operations Manager for NY has made contact with the customer and will continue to be in contact and work with the customer through the backsplash replacement being completed tomorrow 7/25/24. 

• Initial Complaint

  Date:06/23/2024

  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.

  ***** sent Service Pros to install my LVP flooring. They installed it about an hour after the product was delivered. Now ********************* tells me it should have been acclimated. The floor is not level at all and the planks are separating. They also replaced my dishwasher wrong and a week later it tipped over on the floor. I had to pay someone to install it properly. They said that they couldnt put my pantry door back because the new floor was about 1/4 inch higher. They also said they couldnt put the transition piece for the same reason. Also before they left I realized my refrigerator wouldnt dispense water or ice. They had crimped the water tube. The floor is crappy and poorly installed. The entire floor has a sticky residue like adhesive on it and it cant be cleaned. I spent $4700 on this floor. Ive been begging Lowes for three months to replace it or at the very least remove and refund my money. Basically Lowes has said tough s*** I cant find anything saying that service pros have any credentials at all. By the way, Lowes has a three day warranty on flooring!

  

  Business Response

  Date: 06/26/2024

  On 5/28/24 we went out and inspected the customers flooring.The concern was a haze or film that was covering the entire floor. We reported the findings to ***** who started a manufacture claim. A 3rd party inspector deemed the haze/ sticky issue on the surface of the flooring was caused by the product that the customer used to clean the floors and was not an installation or manufacture issue. On 6/11/24 we received another workorder for deflection in the floor. We left messages with the customer On 6/11, 6/12 and 6/13 to try and schedule an appointment to address her concerns with the deflection in the flooring. We never received a call back. On 6/14 the customer started a claim with ***** Executive Customer team. Once this team from ***** starts working with a customer all communication with the customer must be directly from them and they ask that we not reach out directly to the customer. We have reached out to Lowes Executive Customer team on 6/14, 6/19, 6/20, 6/21, 6/24, and 6/25 with attempts to reach the customer to schedule a repair order to fix the deflection in the floor. As of today, we have still not received a call back from the customer to address the concerns of deflection. Service Pros was unaware of any issue with the customer refrigerator, and we do not move dishwasher for installation of flooring as the flooring does not get installed under dishwasher for warranty purposes. We are willing to address any concerns due to the floor not being level and any planks separating that *** be a result from the installation if the customer will call us back to set up the appointment. We are unable to fix or remove the haze left on the flooring from the customers cleaning products. 

• Initial Complaint

  Date:06/10/2024

  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 am completely disappointed and dissatisfied with your company's service and lack of attention to detail and logistics. I've been waiting for my flooring to be installed and have my wife and infants staying in my living room and moved all my things in expectancy of my schedule date. And today the installer tells me he can't install my flooring because the people who delivered it had left it in the garage. No one from any of these 3 companies involved managed to tell me that my laminate flooring needed to be near the install rooms. Now I'm being told will need to reschedule and can take another week! This is a major inconvenience for us. And if I would have known this level of incompetence I would have went some where else.

  

  Business Response

  Date: 06/13/2024

  When the customers flooring was delivered by ****** it was placed in an area that didn't allow for proper acclimation of the product. Installing without proper acclimation would void the product warranty and could cause the product to fail once installed. We immediatley worked with the customer and ****** to have the product staged in the proper area for acclimation and to have it installed this week. We completed his carpet as orginally scheduled yesterday and the laminate is scheduled to be installed tomorrow on 6/14/24. 

• Initial Complaint

  Date:04/26/2024

  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.

  On 04/18/2024 Was ti have a new floor installed in my home office, the carpet was to be removed along with the padding and taking away. I had the carpet and padding 80 percent removed and wrapped neatly up easy to deal with along with all base board removed for easy install of new base board over top new flooring.On 04/18/24 about 8:30 am the installer showed up, show him the room and new trim, after he was completed with the floor he told me he could not due the trim because it did not have a his big saw. called the service center they talked to me and would have the installer come back on Friday 04/19/24 at 8am, then at 1200 noon I get a call from the service center stating installer wants to come back at 4:30 pm on 04/18/2024 , at about 5:30 I called the service center installer was not here, ok someone will call you right back going to find out where he is, we did get a call alot of traffic in your area, but he is very close to your home. I get a call from "G" she states i am from the service center and i will be out with the big saw and take care of the trim for you with 1 of my guys, I should be there in 30 mins, ***************************************** so you were stuck in alot of traffic, What, alot of traffic getting here no way, oh where is "g" dont know, we are coming back from ************** from another jog, this was at 8:00 PM 3.r hrs late was at the home until 9:30 pm now dealing with this floor for over 12 hrs. for a 10 x 12 room Really, The install job was very poor, called the service back on Friday 04/19/2024 **** the Manager of install stated Its Friday, I will bill back the installer for the job, I will call you back Mon o Tues no later 04/22 or 04/23, to setup a time to come out and fix it. Nothing i called Today 04/26/24 **** stated yes didn't we fixed that issue and complete that last week, **** I sent you the Photos Friday 04/19/24 to your phone, and you stated you would call be back and you did not. This company is the worse NO commutation, they call you so many times to confirm appt and times, but dont show up will not return your call when there is an issue.

  

  Business Response

  Date: 04/29/2024

  We have spoken with ******************** and set an appointment for this Thursday May 2nd to address all concerns and make repairs to the baseboard. 

• Initial Complaint

  Date:05/01/2023

  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.

  Service Pro Installation Group ***** replaced my kitchen floor. In the process of installing the new floor. The contractor, used a floor leveling mixture. The mixture ran down my basement walls from the kitchen. The leveling mixture destroyed art work and coloring's my kiddos made for my wife and I when they were in elementary school. My kids are now 40 and 37 years old. There also was rugs ruined, the walls and floor damaged, clothing ruined amongst other items. The original settlement for the damage to the basement was $500.00. **** sent me the claim form. The contractor then had taken the left over mixture out through the back door and the mixture stained the deck, my drive way and sidewalk. Service Pro sent a gentleman named *** to power wash the sidewalk and drive way and to look at the damage in the basement. The power washing did not remove the leveling mix stains. **** And I agreed on a $800.00 settlement. I haven't received the release form the $800.00 settlement , My last contact with **** was 2/15/23 stating he sent the updated release.I There was a message, but no form. I've called many times and I am always told someone would get back to me. I did send pictures with all the damages.

  

  Business Response

  Date: 05/05/2023

  We have spoken with ******************** and agreed on compensation in the amount of $650.00. The check was mailed out to ******************** on 5/4/23.

  Customer Answer

  Date: 05/06/2023

   
  Better Business Bureau:
  Agreed

  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/28/2023

  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.

  I had floors put in my bathrooms on 12/6/2021 and a sub floor was needed for one of the bathrooms. They put the sub floor in but didn't put it underneath the ****** of the toilet. So my toilet wasn't bolted down for over a year. Then I noticed that it was leaking and had a plumber come out on 2/22/2023. He told me the sub floor was installed incorrectly which is why I have a leak. ***** is telling me that this is over the year warranty and nothing can be done. This is the installers mistake and should be fixed. I have a statement from the plumber plus pictures of how the sub floor wasn't installed correctly. I want my floor fixed. I wouldn't have this issue if the installer did his job correctly.

  

  Business Response

  Date: 03/07/2023

  We have been in contact with *************** and are working with her to set a schedule date to send our installer out to inspect and repair. 

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and accept that will repair and fix the incorrect installation of the floor that they installed on 12/6/2021.
  
  Thank you. 
  

• Initial Complaint

  Date:10/27/2022

  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.

  My husband and I purchased our home on August 31 2021. Our flooring was installed on 03/19/2021. Our floors started cracking and coming apart I noticed in July of 2022. At this point the floors were only down for barely a year. Had a couple of contractors come out and was told by all of them that they were installed incorrectly. I called service pros and they told me it was nothing they can do because it has been a year. I told them it was brought to my attention that the floors were installed incorrectly to Begin with. They didn't try to help us in no type of way.

  

  Business Response

  Date: 11/04/2022

  This installation is out of warrenty. However, We did set an appointment for 11/3/22 to go out and inspect to see what was going on with the customers home. We found a moisture related issue under the home that is damaging there subfloor from underneath. This damage to the subfloor is creating issues with the flooring we installed. The subfloor was not damaged or showing moisture issues at the time of installations. We did not install subfloor in this home it was exsisting. This is a site related issue not an installations issue.