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:07/03/2024

  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.

  January of 2023 - Me and my fiance paid a little over $5000 to have Tarketts Moonlit Oak Silver laminate plank flooring put in our house. Kitchen, living room, hallway, and 2 bedrooms. Not even one year later almost every single plank is delaminated, chipping, and looking absolutely terrible. I would absolutely not recommend using this product. We tried to give tarkett the opportunity to make this right. I filed a claim a few months back and still no answer. We bought our product from ******* and when I called ******* they tell me to contact Tarkett as they do not handle claims, when I call Tarkett they tell me to contact my retailer that I purchased the flooring from. We are getting the runaround and this is a terrible way to conduct business and honor a 25 year warranty

  Business Response

  Date: 07/05/2024

  Hello,

  Mr. ***************' claim was received from ******* via postal mail on 6/14/2024. Upon reception, the claim was entered in our system and refered to a third-party inspection service.

  The inspection service then contacted Mr. *************** to schedule the inspection which took place on 6/18/2024.

  The completed inspection report was received by Tarkett on 7/3/2024 and reviewed along with the information initially received when the claim was submitted.

  The claim was then resolved and disposition along with the inspection report sent to ******* to be communicated with their customer, Mr. *************** on 7/3/2024.

  Tarkett turned the claim around in 11 business days which is standard for a claim that requires an inspection.

  Thank you,

  Tarkett Residential Claims.

• Initial Complaint

  Date:02/09/2023

  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.

  I had a flooring business put in a floor. The flooring business submitted a claim and the floor manufacturer is only going to gove me a 350 dollar credit to the business. The manufacturer has a 25 year residential warranty and we have had the floor for 5 to 6 years and it's pulling apart and some.of the boards and dipping. I woild.like the floor replaced as I did not pay all that money for it to do this.

  Business Response

  Date: 02/21/2023

  Credit was giving to our servicing distributor for material only, labor pending samples of the defective material.

   

  Tarkett Residential Claims

  C850 Tarkett USA Inc. - 30000 Aurora Rd  - 44139 Solon – United States

   

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I do not agree with this at all. Tarkett only gave me 350 dollars for 2 pieces of flooring that they ran tests on. Also like I sent before there is a 25 year warranty on this flooring and I would like it replaced as it is the majority of floor in the downstairs of my home. I'm not sure if you can help me with this matter, but that is what I'm looking for. I did not pay 4000 dollars for this flooring to look like this, and their pennies don't help with that at all. I feel that Tarkett should replace the whole floor not only based off the warranty, but due to the looks and the gaps and dips that are in my flooring. Also I was told they would send someone to my home to look over the flooring and that never happened. Thank you so much ***** ********* 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *********
  
  
  
  
   

  Business Response

  Date: 02/22/2023

  Hello,

  A credit for the full quantity of the material was provided in order to obtain samples so Tarkett could evaulate and test and determine if the issue is related to a manufactring defect or an installtionsite issue.

  To date, no samples have been received. Evaluation of the claim will continue upon reception of said samples.

  This claim is still active.

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

  Tarkett was provided samples and ran test on them. They gave us a 350 dollar credit to the store that installed the flooring. I would like the flooring replaced as it is on the majority of our downstairs. This company offers a 25 year warranty. Also I was told someone could come and inspect it inside of our house and no one did. I just want the company to do right, I did not pay 4000 dollars for the floors to look this bad. Thanks ***** 

  
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  

   

  Business Response

  Date: 02/24/2023

  Samples were provided to our technical department for review (photos attached).  The samples were checked for flatness, squareness, and visual defects.  When laid on a flat table, no issues were observed.  The planks were then acclimated and installed using Tarkett QBond One adhesive and rolled with a 3 section 100lb roller in 2 different directions.  After 24 hours, no signs of separation, gapping or lifting was observed.  Based on this evaluation, no manufacturing defect was observed and the claim was denied for labor.

  As an accommodation, we would be willing to provide $1,000.00 in labor to settle this issue.

  Customer Answer

  Date: 02/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to say first of all thanks for the 1000 dollars toward labor, but that does not settle my issues with the flooring. It do not even cover getting a new floor, and I feel I should not have to pay for another floor. I picked this flooring due to it having a 25 year warranty. I really just want the whole floor replaced as i said before it is the majority of flooring in the downstairs of my house. Looking at the pictures I sent the spaces/ gaps are just going to get worse as time goes on, secondly I sent over a copy from TARKETT where it states a 25 year warranty. I feel the company should do the right thing and replace the flooring. Thanks *****
  
  Regards,
  
  ***** *********
  
  
  
  
   

• Initial Complaint

  Date:02/08/2023

  Type:Billing 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 purchased flooring less than a year ago it has a 25 yr warranty on in. I've reached out several times and have heard nothing back the 1500 sq ft of floor I purchased is buckling everywhere .yes I allowed a 1/4 in around the whole perimeter to allow for expansion. Would just like them to hold to there warranty I sent pics still have not heard back.

  Business Response

  Date: 02/24/2023

  
  Response received by BBB Staff Member via EMAIL
  
  No claim has been filed under that name. 
  
   
  
  For a claim to filed, the customer would have to contact the business where the flooring was purchased from.  They will in turn file a claim with their servicing distributor, who will contact Tarkett with all the appropriate paperwork.  Thank you.
  
   
  
  Tarkett Residential Claims
  
  C850 Tarkett USA Inc. - 30000 Aurora Rd  - 44139 Solon – United States
  
   
  

• Initial Complaint

  Date:01/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Tarkett Credit Manager: Teresa B**** This is a retaliation and a discriminatory action against ********* and I’m asking for your help to resolve this please prior to further escalations. We were being chased for an unpaid invoice nearly 2 years later after the invoice date. Our accounting systems showed the invoice as paid on 12/13/21 and I sent Teresa a copy of this transaction. Additionally, I sent her a letter form BB&T evidencing that our bank account was compromised, as such, BB&T froze our account for months until their investigations were completed and during their investigation, we had no access to our statements. Regardless, we made another payment recently towards the already paid invoice to bring the account up to date. While we do not need a line of credit with Tarkett, we find the demand to prepay our orders prior to production as retaliatory and vengefulness. I have expressed my view on this issue with Teresa and advised her that if such actions are placed on our account, I will get upper management involved, but she said, “go ahead, they will send you back to me”. ********* has a long-standing relationship with Apple and SAJO, as you know, we travel across the country to install flooring for them and we have completed many of their locations successfully thus, their willingness to pay for our crew to travel as they do not want another flooring sub involved. We would like to build on this relationship and keep the integrity of your specifications. Thank you in advance for your help.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 need to speak with someone regarding a claim for flooring we purchased. The independent retailer that sold /installed the product is no longer in business. My contractor says we are definitely dealing with a manufacturing issue that should be covered by the warranty and we are still inside of the warranty window. I have called TARKETT NORTH AMERICA AT ************ multiple times for weeks to no avail. I do get a switchboard operator who tries to put me over to the Claims Department - but been left on hold indefinitely and when I press the number to leave a message - the call drops. I was given the name of Peter, who is supposedly a supervisor of Claims Department, at ************, but when I call that number, it says the person is not taking calls and does not give the option to leave a voicemail. I called back and was given the name of Jeremy who is supposed to be Peter's assistant at ************. This number is connected to a person who is not even affiliated with Tarkett North America. I even tried to file a claim for contact via the Tarkett website, completing the form with all the information - but when I hit submit, it just spools and then sends an error message. I'm at a loss as I have tried to exercise due diligence in contacting Tarkett for assistance in every possible manner at hand. This is a residential claim in *********, North Carolina *****. We have several rooms with flooring that we need to file a claim on. We will be happy to submit pictures, receipts for proof of purchase and even accommodate if a representative needs to come out & physically look at the product/issue to confirm. We just can not get a person to start the process.

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased Lexmark Carpet. (Now Tarkett) from **** ****** ******* **** * ********** **** ******* ** Carpet was installed in new home (6/18) 2 occupants, 1 cat. After two years the carpet started to buckle. (2 of the rooms are not used). Contacted retailer 4/21. Inspector came out 8/21, claimed it was installation . Retailer claimed it was carpet manufacturer. Neither one wanted to honor warranty. Sent 13 emails, 3 calls to retailer and 3 to manufacturer advising that someone needed to take responsibility, honor warranty and replace the carpet.. Retailer sent inspector out again. Same inspector that was sent previously, but was representing manufacturer, and now is representing retailer. Conflict of interest?? Report now claims it is due to moisture in crawl space. We have contacted county and they advised home was built according to specs and approved. If carpet could not hold up in the Pacific Northwest climate, the manufacturer should have had a disclaimer advising us that warranty would not be honored due to climate in the area. Retailer should have advised us of same at the time of purchase. We now have to replace carpet at our expense.