Complaints

This profile includes complaints for Hughes Floor Covering, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hughes Floor Covering, Inc.

  4312 Monroe Rd Charlotte, NC 28205-7712

  
• 

  Hughes Floor Covering, Inc.

  9456 Charlotte Hwy Ste 208 Indian Land, SC 29707-7953

  

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:09/25/2024

  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 paid this company around $6,000 to replace my downstairs flooring at my house. After around 3 years it started coming apart and breaking. They told me it had a 4-year labor warranty and a 20-year manufacturer's warranty on the flooring. They came out and looked at the problem with the manufactory and said they would get back out to fix the problem. Then about a month later it started doing it again. In other places I called them. They keep saying that they're contacting the manufacturer to see about getting it replaced. I've even texted them four or five times since. ***** then and keep getting the run around and promises that they're not keeping. I hope y'all can help me resolve this issue with the company. Thank you

  

  Business Response

  Date: 10/02/2024

  We went to Mr. ******* house to try to repair the issue after he contacted us originally. When it happened again in other areas, we contacted the supplier and submitted a claim. This claim was denied due to the customer using the wrong product to maintain the floor. We have attached a copy of the letter we received. We thought that we had contacted the customer to inform him of this response. We are willing to come out to attempt to repair the floor once more with no charge to the customer, but this will be a one-time attempt as a courtesy to Mr. ******* The labor warranty that our company provides is a 3-year installation warranty, not 4 years as he stated, and the floor has been installed for over five years now. The material itself is warranted by the manufacturer, not Hughes.

• Initial Complaint

  Date:05/30/2024

  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.

  ***************** from ***** Flooring sold us new hardwood floors for our living room. He came to the house to look at our space and bring samples before we purchased. We were very clear that we needed durable floors because we had 5 dogs at the time. He showed us 3 samples that fit our needs and we chose one and purchased it for the total price of $3,779.10, which we paid. The floors began to wear in multiple spots and the damage increased quickly. The finish was missing and the floor is terribly scratched. In November of 2023 I reached out to *****************, In late December, the manufacturer's rep and ***************** came to our home to inspect the damage. *** arrived early and told us,"when ******* rep gets here I am just warning you that he is going to blame this on your dogs and probably won't approve it.". The claim was supposed to be filed in December but never was. I asked a total of 6 times for a copy of the claim and was ignored each time. The actual claim was filed with the manufacturer in February and denied a week later. In the process we also discovered that the floor we had purchased was discontinued so they were unable to replace the damaged boards. We then began speaking with ***************************** *****************--flooring rep who told me that he would work with ********************* GM/Owner and on April 2nd 2024 would be in touch "in the next few days". My husband, ****, finally called *** directly at Hughes Flooring. My husband had to reach out to him again, at which time *** offered the solution listed below. Our last conversation was during the week of May 21st. **** was told that "there was nothing more they will do for us". I have reviewed the warranty and the damage falls within the scope of the warranty. The manufacturer was willing to do their part, but Hughes will not take responsibility for unethical business practices. The manufacturer offered to replace the product but hughes wanted us to pay $1400 for reinstallation; twice what we originally paid.

  

  Business Response

  Date: 06/04/2024

  The Rainers own four dogs in their home. With that many pets in a home it's hard to predict that any floor could hold up without some type of scratches. It depends on the size of the pets and how active they are. We suggested a product that is more durable than most. As stated in the *** warranty attached, scratches caused by pets are not covered by the manufacturer warranty. We were able to work with *****************, the distributor, on this claim and they agreed to nevertheless replace the floor at no cost as a sign of good faith. The Rainiers signed our company agreement prior to the original installation, which explains that all warranty issues concerning materials are backed by the manufacturer and not Hughes. We could not therefore take the loss of reinstalling a new product at no cost to the customer. We did, however, offer to replace the flooring with their new product at a discount. The total cost seems higher because there is the additional labor of removing the damaged hardwood. As a means to resolve this dispute, we are willing to reduce the cost of installation to $1080.00

• Initial Complaint

  Date:05/15/2023

  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.

  We had a floor purchased and installed by Hughes Floor Covering off *********** in ********* **. We informed ********************** of potential issues with our sub-floor and that we may need to get that fixed. Our sales **** ***************** came out and said he did not feel as though we needed much sub-floor, maybe 8 boards. Their team came out and started the tear out and once it was completed, they realized that we needed a larger amount of sub-floor than ********************** thought. ********************** recommended a company to come out and install the new sub-floor and then they installed a 10 year warranty Luxury Vinyl Plank Floor. Things were ok for a short while and then we discovered that the floor had defective boards that kept peeling. This was during Covid so they could not get to us quickly so we waited and they finally came out for the first repairs. A little more time elapsed and we noticed the same thing again so we called again. ********************** asked that the distributor come take a look as they said that they felt it was a warranty issue as well. It took another 3 months to get that fixed. Well, we have issues again and I have spoken with Mr. ********************** multiple times. ********************** felt as though they had done enough (Mr. ********************** told me that himself) and said that this would have to go back to the distributor and/or the manufacturer. This is where it gets real complicated. ********************** is the seller/installer but there is a middle man between the manufacturer and **********************, a distributor. Mr. ********************** told me 4 weeks ago via texts (I have every one of our communications) that this again was a situation where they had more money in this job than they wanted. He said that he would have the distributor and/or the manufacturer contact me. I have not heard a thing from **********************, the manufacturer or the distributor regarding this. I am sure they all want this to go away but we have a entire 1st floor of LVP that is defective. It has a 10 yr warranty but no good if there is 0 contact. We have been the only party to communicate.

  

  Business Response

  Date: 05/19/2023

  ************** did reach out to us about the new issue with his flooring. Based on his information, we believe it is a defect with the product,which is handled by the manufacturer. We contacted our distributor to file a claim and were waiting to hear back from them. Unfortunately, this process can take several weeks. On receiving this letter, we did contact our distributor again to try to rush the status of the claim. In the meantime, our rep feels it would be in our best interest for Mr. ********************** and ********************* (our manager) to look at the new issues. We will contact ************** this week to schedule a date to look at the floor in person.

  Customer Answer

  Date: 05/22/2023

   
  BBB,

  We have been more than accepting of this situation with Hughes Floor Coverings. I have been in constant contact with Hughes, including regular updates with Mr. *********************** There are too many layers with this type of warranty issue, the sales agency, the distributor and the manufacturer. They are all slow to react and fix the issue on defective flooring, even though we have had multiple issues with their product on our floors. I will believe action on any end when I see it from Hughes, including ****************** 

  
  

  

  Business Response

  Date: 06/01/2023

  We understand the customer's frustration and we are working to come to a solution. We have met with ************** again and discussed next steps. We have requested an inspection of the flooring to officially determine that it is defective so we can move forward with the claim. We are waiting for the manufacturer to send out an independent inspector.

   

  Customer Answer

  Date: 06/02/2023

   
  I am rejecting this response because: this is a good starting point and Hughes did come out to inspect the damage. The issue is that there are two more levels within the sales process. The distributor which sells the product to Hughes and the manufacturer, which sells and warehouses through the Distributor. I am concerned that Hughes as the selling agency does not have the authority on manufacturer defects and it appears that neither does the distributor. I am also concerned with an independent evaluator paid by the manufacturer. 
  
  

  Customer Answer

  Date: 02/27/2025

   
  I am rejecting this response because:
  

  My wife (******) and I visited the Hughes Floor Covering showroom on 1/24/2019 to purchase a new floor. We asked *** (Hughes Salesperson) for a private room to discuss our current flooring situation and to address our needs. We explained to *** that we had a moisture problem underneath our home due to improper ventilation from our builder. We explained that we had "spongy" places all in our floor and that we needed to do 2 things. First, we need to have the entire floor replaced along with much of the sub-floor to fix the problem. Secondly, we were going to have to undertake a full encapsulation of the crawl space along with dehumidification. *** agreed to come out and inspect the floor and he stated that it would take about 8 boards of sub-floor to replace. The agreed work with Hughes would be for them to repair the sub-floor, to replace the floors (Over 1900 square feet) with our flooring selection. We also informed *** that we have a mother in law that is handicapped, my wife is handicapped and that we have five dogs. This is critical as somehow this was lost on the ENTIRE HUGHES STAFF, especially on *** *******, an officer of Hughes Flooring. We chose the Chesapeake Floor in *********. That floor was proposed due to being waterproof and durable to high traffic, non electric wheel chairs, dogs, etc. The installation crew came out a few weeks later and started work. Immediately, we noticed that the sub-floor was a lot worse than expected and recommended by Hughes (8 Boards). We ended up hiring ************************** to come out (Quickly) and replace the entire sub-floor. Cost for that was ******* in addition to the 18K for the flooring with Hughes. They installed the flooring and we moved on. About 6 months later, we noticed that the flooring began cupping and breaking on the edges. It deteriorated over the next several months and we called and asked for them to come out and inspect. *** ******* came out and saw the damage and said they would come back and repair it. They did that in late 2019. At no point was it discussed that this was warranty work. In 2020, we started seeing more flooring damaged and again requested that Hughes come out and inspect. It took almost 11 months for them to come out (Covid Pandemic, etc.) and fix that in late 2020. In 2021 we noticed again spots that were damaged and asked them again to come out and repair the floor. In 2022 they came out and repaired the floor again but it would not hold either so we were back to square one. Part of the hold up each time was Hughes had to file a claim with ** ******, the flooring distributor to get materials covered under warranty. The whole process would take months and months. Finally in 2023 we told Hughes that we would need a full replacement and they came out and inspected. Hughes then had to negotiate with ** ****** to get the warranted flooring materials. *** *******, one of the principal officers said to me and my wife "We have too much in this job in materials and labor and we are losing money". These were warranty claims and he was trying to make us feel bad about the valid claims. In May of 2023, ** ****** and Hughes sent out a certified flooring inspector to determine the root cause because again they did not want to pay the materials and labor for the warranty. It was discovered that the materials were defective and that the floor needed to be replaced. It was also discussed that we would need to change flooring as they felt it was the actual materials (Produced in *****) were not meeting specifications. We agreed on the Chesapeake Aurora, same manufacturer as the original but a different type of panel. They came out in November of 2023 to install the new floor. It lasted about 6 months before we started seeing the same issues. Before we called Hughes, as we had so many issues before getting them to come out on time and make the repairs, we hired our own certified flooring inspector to look at our floor (****** our expense). He made the same determination as the first *** that the materials were defective and the installation was not done properly. He also sent us back a certified letter explaining that for our records. We shared that with Hughes and asked them again to come out and inspect. We have made it clear that my wife is in a wheelchair prior but Hughes read the *** report and stated they would not do anything since my wife was in a wheelchair. Something that had NEVER come up before even though our home is set up for my wife that is handicapped and my mother that comes and stays with us. We have wheelchairs all in our home and walkers plus my wife is on oxygen.  They did not take into consideration that the floor was defective but wanted to blame us for choosing a floor that is not designed for wheelchairs. We chose that flooring on their recommendation to our needs. All of our doors in our home are 36" to accommodate for non electric wheel chairs. *** ******* said that wheelchairs voided the warranty. This is a common theme that I am seeing from other people that have waged complaints against Hughes. We reviewed the files for the flooring and it is good for commercial use and since we are not using electric chairs we should have been fine. They were using that as an excuse and one not to uphold the 10 year residential warranty. This is a highly unusual chain of custody for these relationships to the consumer. The product is manufactured in *****, then sent to a distributor and then to the retailer. In order to file a complaint, it has to go through three checks and approvals. Our floor has deteriorated to the point that it is destroyed, breaking and cracking everywhere on the corners and cupping--This was the exact call out from both certified floor inspectors. That and the poor quality materials and workmanship during the install. The mere fact that Hughes would use the excuse that my wife is handicapped is despicable. It was a known issue with the quality of materials, poor installation and defective product. Nothing changes that fact. Now we are out ****** in flooring and will have to replace our floor again in the coming weeks. No customer should have to withstand this type of abuse from a sales and service company like Hughes. I feel Hughes business practices are deceptive and they rely on disputes of claims to resolve business issues that require them to support either through labor or through their relationships with both the distributor and the manufacturer. It is an absolute nightmare to achieve quality service and doing the right thing for the customer. 

  Sincerely,

   

  ***** and ****** Hicks 

  
  

  

  Business Response

  Date: 02/28/2025

  We are sympathetic to Mr. ***** for the issues that he is having with his flooring. We have been to his home multiple times to try to figure out why the floor was cupping and breaking along the edges. But it was never disclosed to us that Mrs. ***** was in a wheelchair. There was no evidence of a wheelchair in the house when our team visited on multiple occasions to install or examine the flooring. Each time only Mr. ***** was present. We are not trying to use his wife's handicap against him. We are just trying to make it clear that we never would have recommended installing this type of flooring knowing that there is a wheelchair being used. It is a floating floor with a locking mechanism that cannot hold up to wheelchair traffic. Before we were aware of wheelchair usage, we assumed it was an issue or defect with the flooring and we repaired the floor twice. The claims process unfortunately does take some time, as the floor is warranted by the manufacturer, and we must wait for their decision on the claim before we can proceed. It was never determined that the product was defective but we have tried to be as accommodating as possible. When the manufacturer would only cover the cost of materials for the third claim, we absorbed the cost of the labor to replace 75% of the floor with no help from the manufacturer and no cost to Mr. ****** We were not trying to make him feel bad about it but wanted to stress that we were doing what we could to fix the problem, even if it cost us money. When Mr. ***** hired an independent inspector and sent the report to us, it did not say that the installation was not done properly. It stated that wheelchairs being used can lead to cupping and the locking mechanisms breaking more quickly. This was the first time we were made aware of Mrs. ***** wheelchair. Again, had we known about it, we would not have recommended and installed this type of flooring and would have realized what was causing all the issues all along.
  

  Customer Answer

  Date: 02/28/2025

   
  I am rejecting this response because: Hughes is not telling the truth about my wife's condition and being in a wheelchair. There is clear evidence in our house that my wife is handicapped. It was bot only disclosed upfront that my wife is handicapped but also my mother. Our entire home is designed for handicapped and non fully mobile persons. We had specialty doors put in to accommodate and yes Hughes is using that as an excuse not to handle this properly. It is also true that both certified floor Inspectors stated that the materials and the installation were defective. It is clearly noted on both documents. 
  
  

  

  Business Response

  Date: 03/11/2025

  This floor was originally installed in 2019. We have been back to the home twice to do extensive repairs to the floor, not knowing the cause of the damage, at no cost to the customer. Assisting Mr. ***** with repairs over the course of four years after the purchase shows that there was no neglecting his issues with the floor. However, there was never information disclosed to us from the beginning about wheelchair use in the home. The inspection reports that we received showed no mention of improper installation or defective material. We feel as if we have done our part to try to rectify the issues with the information we had, especially since our normal labor warranty is 3 years. If Mr. ***** would like to purchase a replacement flooring that will be more ideal for his circumstances, we could install it at a discount.