Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  [[BBB transcription via mail, see attachment for complete complaint details]] Purchased carpet and installation for 2 bedrooms on Aug 16 2024 to be installed on 9/17/2024 I called the day before installation to verify that we were still on the schedule. I received a call back and was told the installers has been in an accident and they would contact me in a few days to discuss a new date for installation. It's been 2 weeks and no response to the calls I have made unfortunately I paid in full.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Premier Floorz agent Dawson P******* sold me $10,000 worth of flooring on April 15, 2024. He required a $5,000 down payment which I paid with a credit card on that same date. Since then, I have not been contacted by Premier. My calls, texts, and letters have gone unreturned. Unfortunately so has my $5,000.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  His company had done a flooring job about 2 years ago and I wanted carpeting upstairs. I called him and the owner Dawson came out and measured and I picked out carpeting I wanted and he gave me a price of 5740. I agreed to pay half down on August 13bthe charge went through on my credit card. He scheduled me for Sept 3 for an install and called texted me Sept 2 and stated he was I. Hospital and could not contact installer. I texted back why would that matter if this was scheduled weeks in advance? I've called everyday his company and left voice-mail and text and have not heard anything from him back at all. I've left 10 phone calls and at least 10 text without any response. I called a previous employee who stated he is having money issues and not completing jobs etc. I have already called my credit card company and requested my money back that way also. He has not contacted me since ce Sept 2 when he texted me that he would have to push back install and he would get back to me in a day or two. It's been 8 days have not heard anything from him. The credit card entry doesn't say premier floorz its says *** ******** out of **** ohio.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On June 6, 2024, we signed an agreement with Premier Floorz to have carpet replaced. We made a down payment of $1,000. The installation was scheduled for July 25, 2024. The signed agreement stated that the install team would arrive between 9:00am and 11:00am. The install team would be responsible for moving the heavy items in the room; e.g dressers, bed, etc. I removed all of the smaller items, including clearing out the closet, removing the closet doors as well as the door to the bedroom. All of these items were moved into other living areas of the house. At 11:15am when no one showed up, I called Premier Floorz. No one answered, so I left a voice message. I continued to call about every 45 minutes to an hour. Still no one answered, and I left voice messages. On July, 26, 2024, I started calling again; still no one answered. I looked Premier Floorz up on the internet and saw several Yelp reviews from people who had the exact same complaint I am having. I then filed a complaint with the BBB.

  Customer response

  09/12/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Premier Floorz regarding complaint ID ********. I have called the company at least 20 times and have never been able to talk to anyone. I always had to leave a voicemail message, which I did after each call. I drove down to the address for the business location. I waited for over an hour and never saw anyone at the business site. I will continue to call and make another trip down to the business site.
  
  Regards,
  
  **** ******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On August 12, 2023 we signed an agreement for Premier Floorz to install LVP flooring on our main floor, 2nd floor and stairs. The stair installation required custom stair noses to be manufactured. When the product was delivered and installed, Dawson P******* (owner of Premier Floorz) called to inform us there was a 3 week delay in the stair noses being manufactured. The installation of everything except the stairs was completed on September 28, 2023. We contacted Mr. P******* on or about October 17, 2023 as we had not heard from him regarding the completion of the work, he advised the product was still delayed and would take a few more weeks. We contacted Mr. P******* on or about November 10, 2023 as we had not heard from him and he advised the material was due in the following week. We contacted Mr. P******* on November 20, 2023 as we had not heard from him and he advised he was down an installation crew and would schedule installation when possible. He did not respond to calls or texts again despite my reaching out repeatedly after November. In March 2024 I went to the Premier Floorz location in North Canton and discussed the failure to perform to contract, Mr. P******* let me know he had never ordered the product and did not have the funds to do so, despite my paying for materials and labor in full in August 2023. Mr. P******* does not reply to calls or texts and when I stop in to discuss in person continues to delay. At this point he has not ordered the material, has not warrantied his work (there are some gaps in installation) and has provided no resolution.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Premier Floorz sales person Nicole P****** came with sample vinyl plank flooring on 10/9/2023. We made a contract to install the floor at a cost of $3000. Premier Floorz asked for 50% down in cash. On 10/10, 2023 Nicole P****** picked up the $1500 cash deposit at our residence. The install date was set for October 24, 2023. On October 23, the owner of Premier Floorz, Dawson, called to say that Nicole was reluctant to call because he had bad news. He informed us that the chosen vinyl plank stock was not available and that they could not install the floor the next day. He asked if we wanted a different color and we replied no. He said that he could get the flooring but it would be 2 to 3 weeks or maybe more before it would arrive. I told him we would probably want to cancel the order. I said I would call him back shortly after I spoke to my wife about the issue. Ten minutes later I called back, Dawson, the owner of Premier Floorz and said we would be canceling the order due to the lengthy delay and the company’s inability to provide service per the contract. Dawson became very angry, asked why I wanted to play “hardball” and questioned whether I had ever dealt with adversity in my life that changed plans. I asked for prompt return of the $1500.00 cash deposit,, even offering to come to Premier Floor to pick it up or have Nicole P******, his salesperson, drop it off at our home where she received it. He said he would refund the $1500 but His sales person couldn’t bring it to us the next day or two and that we couldn’t pick it up from their store the next day because their business model only allowed for two weeks deposit returns. Two weeks have gone by and I have not heard from Premier Floorz, Dawson or Nicole. I have not received refund of our $1500 deposit. I would like the the deposit made in good faith to be returned immediately.

  Customer response

  12/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Premier Floorz regarding complaint ID ********.
  
  Regards,
  
  ***** ********

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of carpet order 7/28/23 for bedroom carpet which was found on mail flyer to my home, the total amount 2336.34 which was put on my credit card already. I was not told that it would be put on card before I got the carpet. The carpet was supposed to be installed on 8/28/23 but they cancelled and rescheduled for 9/5/23 and then I had to canceled because of Covid and talked to Dawson ******** the morning of 9/5/23 and asked to reschedule and he said he couldn’t because he didn’t have his book with him and would call me back. I have called several times and with no response, I just want to cancel with them and get my money back.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Premier floorz installed our flooring while we were on vacation. Not only did we catch their “installers” snooping around the house on camera, but now the floor is splintering, and continuously popping up in many different areas. We are in fear that our children will cut themselves on the floor. We have reached out multiple times for warranty or replacement. Dawson showed up at our house, then backed out and left, stating he didn’t want to help us. He has since REFUSED to do anything to help us. We have since contacted the distributor and manufacturer of the floor, & told Both the situation. They are both currently working to replace our floor. Both manufacturer and distributor were appalled at the behavior. .This company is the worst service we have ever known.

  Customer response

  07/28/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Premier Floorz regarding complaint ID *********
  
  Regards,
  
  Nicole *******

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had new plank flooring installed. The installation does not look like it was done by professionals. I could have installed it myself without any experience and did a better job. They did nothing to prepare the floor even though I made it clear that I wanted it done correctly and was willing to pay extra if additional work was required. This conversation was witnessed by several people. I have had nothing but problems with the floor since it was installed. There are numerous areas that have sizable gaps under the flooring that depress approximately a quarter to a half of an inch when walked on. They came out to fix a plank that was lifted but failed to fix the area that was of my main concern. The are several additional planks that have lifted and tore. The area by the back door has significant gaps under the flooring. The installer told me that once I installed the molding, the gap would go away, which does not seem correct. If the flooring was installed correctly, there would not be a gap. There are numerous areas that look like they were chopped together. I had to glue the cove base in several areas because there was no glue applied by the installer. I believe a lot of this relates to the installers not showing up until afternoon and then rushing to get done. A job that should have taken a day and a half dragged on for a week. There are several issues with the installation that still need remedied. We contacted the installer at least seven times and left message and have yet to receive a call back.

  Customer response

  07/28/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Premier Floorz regarding complaint ID *********
  
  Regards,
  
  Gary ******

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased flooring from this "shop at home" company Nov. 2, and it was installed Nov. 22-24, 2021. The install was completed (minus some trim that needed replaced because the stain didn't match our cabinets), so I signed the installation form. The purchase price was $8,515. However, within days, I noticed the carpet popping up from transition strips, gaps in the carpet on the stairs, tacks sticking up through the flooring, incorrect seams in the trimwork, missing caulk at seams, etc. I contacted Premier Flooz to have this resolved. Our rep, Nicole *******, seemed concerned, came to the house to see it, picked up a drawer to help with the stain match, and committed to make things right. Photos and emails were sent 12/8/21. Their schedule was full so booked for January 31 to have things fixed. Unfortunately, things were not fixed on that visit (stain issue was not addressed, correct trim not available, etc.). Rescheduled again for 2/11, but contractor still did not have parts. After much back and forth and pressure from me, the contractor came on 2/19/22 to fix many of the issues. However, after another day lost to deal with this company, I still have a visual seam in my carpet, issues at some of the carpet/vinyl transitions. The contractor said he tried to reach another carpet expert but didn't hear back. Since 2/21, I have tried to follow up with the contractor (Gary), my sales rep (Nicole) and the main number for Premier Floorz. No one has returned a call, text or email. I am looking to get my flooring fixed, now seeking a significant refund (ideally 50% of the install costs) due to the 4+ months of having to deal wit this, have my house unfinished, and the amount of time, energy and stress that has come with this experience. I seem to be the only party involved that cares about the poor quality. I need a refund to get this fixed properly, preferably by someone else at this point because of the poor communication, response and service from Premier Flooz.

  Business response

  05/02/2022

  ID # ********

  We here at Premier Floor have hundreds of very satisfied customers. Our goal in business is fair pricing quality products and expert installation and great customer service. Unfortunately in business thing can happen that will need fixed or repaired in our line of work. In the case of **** ***** we have made multiple trips to her home to fix multiple issues. We have completion forms signed by her certifying work has been completed on multiple returns to her home. At this point Premier floor has satisfied all and any repairs.

  Thank you.

  ***** *******

  Customer response

  05/02/2022

  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 the offer I reviewed appear below.
  
  I am not satisfied with the business' response because I did sign a completion form in November, but that was before I realized all the ongoing issues with the install. I still have some fraying at the transition strips between carpet and vinyl flooring and a visible seam in the family room carpet. On the last visit to my home, I was told by the installer that he was trying to get another carpet person to come help finalize those issues. The carpet and transition are my final concerns. It's even more frustrating that the company won't even return my calls, leading us both to work through the BBB. What I am suppose to do with the carpet seam on my own? I did NOT sign anything after the initial form and, again, that pre-dated the long punch list of issues that surfaced. 

  
  Regards,
  
  **** *****

*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. ↩