Complaints

This profile includes complaints for Johnson Floor & Home Carpet One's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Johnson Floor & Home Carpet One

  10601 E Ute St Tulsa, OK 74116-1520

• 

  Johnson Floor & Home Carpet One

  6551 S Garnett Rd Broken Arrow, OK 74012-8529

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  Johnson Floor & Home Carpet One

  3940 S Sheridan Rd Tulsa, OK 74145-1114

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  Johnson Floor & Home Carpet One

  9000 N Garnett Rd Owasso, OK 74055-4435

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  Johnson Floor & Home Carpet One

  7841 S Olympia Ave Tulsa, OK 74132-1857

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:08/13/2024

  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.

  We purchased new carpet in Oct 22, and had problems with the install which they did come and repair but I noticed the carpet shedding an unusual amount. I had the carpets cleaned to see if it was just loose carpet from it being new. However, this continued to happen. I called in September 23 to have them come out to take a look. They asked to send them pictures which I did. Then, nothing.crickets No callback. I continued to call and leave messages and finally I was able to connect with **** the manager. He came out took pictures, agreed it wasnt normal for my carpet to continue to fall apart. He explained he would put in a claim. After a few more months pass and all my emails and calls get ignored, I was lucky to get **** on the phone when I called. He explained to me that the company has been bought and sold twice since he put in my claim and it must have gotten lost. He then said he would put in another claim.. its been over a month and Ive called, sent emails and crickets yet again. Im so disappointed. We paid over 9k for carpet in just 2 bedrooms and a hall. We wanted the best carpet with the best warranty and we ended up with trash. What a waste of money. Please do your research and dont use this company. They dont stand behind anything they sell and they could care less about the customer. It will be an entire year that Ive been waiting for this to get resolved for in September.

  Customer Answer

  Date: 08/26/2024

  Please see attached receipt 

• Initial Complaint

  Date:04/10/2024

  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.

  1. Floor was installed incorrectly. 2. Job was never finished (caulking, stairs, trim, etc)I attached a detailed four page pdf with this complaint. Questions or additional documentation - please call me at ************.

• Initial Complaint

  Date:04/02/2024

  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.

  We purchased Laminate Flooring from Johnson ***************************** on South ********* We worked with *************************, primary salesman at this store. He guided ** to what he thought would be the best flooring for us, Mannington Laminate Restoration Collection. So we ordered it. They started the installation the last week of January 2023, and finished a week later. The floors looked good, but there were several issues with that the installation crew that needed correction. They finally fixed these things in the first week of March 2023. In just 6 months after the floor was put down we noticed the top finish layer was coming off from the substrate strips used as a threshold between the new floor and tile in the bathrooms and laundry room. This exposed the white plastic substrate. We called Johnson Floor and Home several times in August, and finally spoke with *************************, the man who sold us the flooring. He came io see the problem on 08/02/23, took several pictures and promised to get back to us in a few days after contacting the manufacturer. Still there was no action after calling them 4 more times. Finally in December **** came and had 2 different threshold strips from a different manufacturer. But only 1 worked, so he installed 2 threshold from this strip and was going to go get another strip for the other 2. Weve had 5 appointments with **** this year, 2024, that were a no show. He did he come once on 02 02 2024, but had the wrong product. **** made more calls to him for several weeks leaving messages, both to the store and his cell phone, and he has not returned any of them. Its been over 7 months since **** came and saw the problem and admitted these needed to be replaced. Its still not finished.

  Customer Answer

  Date: 04/03/2024

  Consumer reached out to the BBB to inform us their issue was resolved.

• Initial Complaint

  Date:04/17/2023

  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 purchased flooring with heating for my master bedroom from this company in February 2023. I paid in full. They have still not completed but part of the installation. They apparently changed the materials and will not complete the job abiding to the manufacturer's requirements thus without warranty. The floor heating is required to be tested during and after installation or no warranty on the product. They require I provide the testing that is needed by a third party and additional expence. I was told originally an electrician would have to connect the system which I agreed to. Now they tell me I need to have an electrician test and validate their installation.

  Customer Answer

  Date: 04/23/2023

  They have completed the install less the testing  documentation. I assume I have no warranty.  And so it goes ...

  Business Response

  Date: 05/07/2023

  I don’t know what testing documentation the customer is requesting the standard warranty agreement is in place just as it was at the time of purchase. We have not alter the warranty on this installation from the original agreement.

• Initial Complaint

  Date:11/10/2022

  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.

  9/5/22 order place, went on backorder 9/7/22, product arrived at business warehouse 10/25, my contractors picked it up 10/27 or so, installed 10/30 while I was at work and taken I had not seen what shipped, I had my faith in business provide product I ordered. When I returned home I noticed product, that was installed was wrong color, installed product is brown in color and I order a gray color. I reached out to Johnson floor 10/31, they said get back with me, did not, I stopped in 11/2 with a plank that was delivered and it does not match the sample on display on the showroom floor (the part number is the same). As, the salesman Josh and another salesman sitting there, even stated its a different color. I reached back on today, 11/10 for update, about 40 minutes later receive a text message asking if floor installed, which he already knew it was, then received another text, because boxes open, there is nothing they can do. This is unacceptable as this is not any fault of me! it's a manufacturing issue. And I should be giving a refund or reorder proper product I ordered. I was not giving any final numbers, as I applied for there credit and Josh just sent the information in. I believe the product finance is around 2200.00

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/25) */ Ms. **** purchased 462.6 sq. ft. of luxury vinyl plank and opted to use her own contractor for the installation. After the floor was installed, she contacted us and voiced concerns about the color of the material she received. She believed she may not have received the same floor she purchased. We confirmed that the correct floor was ordered and received. We then explained that there are acceptable shade variations between samples and delivered product. We contacted the manufacturer and they verified that this floors variations were within the industry standard for shade variation. Ms. **** wanted to return the material and make a new selection; however, we cannot accept returns of installed material. We could have returned the material and allowed her to make a different selection had it not been installed. The manufacturers guidelines instruct that the floor should be checked for color and shade correctness prior to installation. We do apologize that we were not able to accommodate Ms. ****'s request and hope she is understanding of the reason we were unable to return the floor. Consumer Response /* (3000, 7, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) So, even through my contractors installed the floor, Johnson flooring is stating I HAVE TO COME TO THE STORE AND VERIFY WHAT I ORDERED FROM THEIR SAMPLE IS CORRECT BEFORE MY CONTRACTORS INSTALL FLOORING? Josh and another salesman, EVEN STATED the flooring I received is not the same color as the sample on showroom floor! Not acceptable! Picture...plank on top (what I received) on store sample is darker. Again, not my fault manufacturer changed product and didn't update sample! Doesn't matter who installed it! Stand behind your product!

• Initial Complaint

  Date:09/21/2022

  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.

  See supporting documentation attached 9/20/22 Purchased 5/28/22 – We were told by Robert that he would be out to make the official measurements of our home in the next few days then the product would be ordered, and we would be schedule for 2-installs both would be 2-days each. We went home and packed the house up while awaiting the measuring of the house & schedule to install the tile. Robert ***** 6/1/22 3:30 measured areas 1st payment made 6/25/22 Waited to get on the schedule until Monday 6/27/22 for 1st install was scheduled for a 2-day job ended up being a 3-day JOB had to take 3 days of Vacation. Was given a start time of 8-10am with a call from installer when leaving the shop. Received a call at 11:30 stating they would be there in 20 minutes. Did not arrive until 1:30 and left at 3:30. They only removed Wood entry & carpet from dining room and hallway. Text with Robert ***** to let him know of the situation on the arrival and the installer stating he had cut his finger that morning prior to arrival and would need to leave to go to the emergency room. Tuesday 6/28/22 - arrival time was set for 7:30. Arrived 9:30, left @ 3:30. Tiled dining room. The installer said he was leaving at 3pm, I asked how he could be leaving this is supposed to be a 2-day job. He said the sales man did not calculate correctly and they left. I Called Robert ***** and asked for the manager to come out. I had only at this time requested two days off and was now in a situation to request another day off for the job to be complete. Chadwick came out to the house walked through asked when the installer when he would be done. He said today. When Chadwick walked outside with me to discuss the situation, I informed him that my husband is disabled and that he just recently had been released from the hospital. That I have had to take vacation to be here with no interruptions from work for this process and what a huge inconvenience and disappointment this whole process has been. Chadwick assured me a new crew would come out and this would be made right. After Chadwick left the installer became very angry and abrupt. Throwing tile across the hallway. The helper kept throwing away very large pieces of tile and I questioned him why he would throw away all the tile. He said each area has its own pattern and the tile cannot be reused anywhere else. I told him that did not make any sense and this tile is very expensive to be throwing away such large pieces. We were frightened of his actions and I expressed this to Chadwick. Wednesday 6/29/22 arrival time was set for 10am they had errands to run first. Arrived 10:40, left at 3pm. Continued tiling entry and hallway. When they were ready to walk out I asked about the molding again he was angry and installed a few of the damage pieces, then they left. They left doorways & living room incomplete & unlevel tile everywhere, the wood was torn up at removal. Also, many areas in the yard full of concert I had to clean it up it was killing the Sod. Contacted the manager again, no return calls. Called again he said he would send a new crew out and they would make the situation right! 2nd Schedule Install set-up for 7/7/22 & 7/8/22, Had to take 2 more vacation days off work. Called the night before to make sure of the schedule. Managers & crew arrived and reviewed work. Total tile removal. Crew did not want to do the work of removal or get involved. All new material would need to be reordered to have the lot/dye the same. We were told that we would have to wait to get back on the schedule & have all new tile ordered from the manufacturer. Called several times during the month of July & August to verify a new schedule, crew & all new materials had been ordered to all have matching lot/dye for the job. Requested Zach to have Chadwick to call me multiple times. Chadwick even text to say he would call as soon as he got to his desk….no calls returned. 3rd Schedule Install set-up for Friday 8/5/22 between 8-10am arrival (I had to take another Vacation day), Saturday 8/6/22 and Sunday 8/7/22 to convenience my household. The installers called 7:30 when leaving the shop and arrived at 8am. Upon arrival the reviewed the previous work and supplies that were left. They did not have enough material and or the right lot/dye. They called the office and had to leave. I called several times to the office to find out when we would once again be rescheduled spoke with Zach several time to finally get a new schedule and to make sure all the material was ordered correctly and was assured it was. 4th scheduled install was Finally scheduled for the last week in August. The 3 days for Friday, Saturday& Sunday that was promised to us prior was now 5-day and told they would not work weekends for our convenience (I had to request another week of vacation. Monday 8/29 the installer called when leaving the shop at 7:30 and arrived at 8am to find out the material was short and not the right lot & Dye. The installer remeasured each room again then they returned to the shop. I have called two time to inquiry how Johnson Floor and time will make this right with no return phone calls. I do not even know if we are rescheduled, if materials are being re-order. Waiting further information for the 5th schedule. So far already had to take 11 days of vacation…still no floor…getting ready to make our 4th payment ******** Sent contact us email to Johnson floor tile on their website on 9/8/22 I need to speak to either the owner or a regional Manager as soon as possible. The customer service We have received, we will be contacting not only the BBB but, Channel 6 and Channel 2 for a news story. No-one has every contacted us. I left our Cell phone number and email address to make sure they had the opportunity to speak with us prior to going to the news channels. ********* 9/13/22 – received schedule 10/3/22 full week, requested information full materials for lot dye match. 9/14/22 called to follow up with the crew, because being Andy’s crew was to be used to do the work. They would have to get right back with me. No returned call. In conclusion: We are entering our 5th month of living on cement, messed up tile and ½ torn out Livingroom carpet, dust, dirt & debris. During this time our whole home has been packed way in boxes. This job is still not complete and are schedule for the 5th opportunity for install the week of 10/3/22 for 5 more days. Which would be 5 more days of vacation if this job is even possible to be completed. Also, if this job starts the tile removal on 10/3/22 we would have to stay in a hotel for 3 of the 5 days due to the fine dust and my husband’s heath conditions. We would like to be compensated for the full amount of the tile, 11 vacation days lost due to neglect of ordering the correct materials and proper scheduling (this statement is before the 10/3/22 5-days install). If this company is willing to agree to this compensation I will provide a detailed breakdown of cost at that time.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/06) */ First, I want to offer Mrs. ********** a sincere apology that her experience with the installation of her tile floor has been less than ideal. This job was to be installed in two phases. During the first phase we were to install tile in the entryway and hallway areas. As I understand it, this area connects directly to the living room which was to be installed the following week. After the first phase of tile was installed, our operations team determined that the work was not up to our standards and unfortunately needed to be replaced. Even our best installers occasionally have bad days or a bad install. I am not offering that as an excuse. This has been inconvenient and time consuming and I do understand why Mrs. ********** is frustrated. That said, once we realized that phase one needed to be replaced, we found out that we not able to get the additional material need to replace phase one in the same dye lot as the original phase one and phase two tile. We are often able to find the same dye lot, but it was not available in this instance. At that point, we were not able to continue with the installation of the second phase until the material for both phase 1 and phase 2 was reordered and received from the manufacturer. The material took longer than expected to be available from the supplier. We absolutely looked for solutions but ultimately this was largely outside our control. Finally, we did have to move the install because he wasn't available as anticipated. Again, it isn't ideal and we are always looking for ways to streamline and make our processes work better for our customers, but the fact remains that labor and the management of the installations of the products we sell is rarely cookie cutter. And, for better or worse, many of my best installers are flooring installers because they are good at installing flooring. Many of them are not good communicators. We stress the importance of clear and good communication, but that does not account for the unpredictable things that can arise during an install that causes the installer to need additional days to complete the job. This unfortunately means we have to shift the entire schedule. We aren't doing this to be malicious or because we don't respect our customer's time. We shift the schedule because the alternative would be hiring unvetted and/or unqualified installers and sending them to our customers homes. My sincere hope is that I have been able to explain what has happened so far in a way that reassures you that we do value your business and that we are not trying to be neglectful of you. At the end of the day, we are going to complete your installation, ensure it is done in a quality manner that will enhance the value of your home, and deliver to you what your purchased. That is our guarantee.

• Initial Complaint

  Date:08/08/2022

  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.

  We initially bought our flooring for 5,000+ last June and we were happy with the process and product. In March of 2022, we noticed some white residue on the floor. We called the company out and they informed us we probably have a leak under the floor. So we had that all checked out and there was no leak to be found. I ordered new flooring and was told it only needed to be replaced in the kitchen area. Come to find out whenever they started taking it up there was a lot of moisture under the material, causing the residue to come up from the floors. We were then informed that some slabs have high moisture, which would have been caught if the right testing had been done on the floors before installation. Since the testing wasn't done on the initial installment our warranty is not covered under the vinyl material we bought. Testing was done the second time they came out to replace the floor that they thought was caused by a leak and come to find out it measured 12.4. They want it under 4 before they lay it. If the test was done they would have caught that the slab had high moisture and SHOULD have offered the barrier for our new floors. Instead, they did an eyeball test and thought the slab looked good and just installed the floors. I was at home and in the presence of everyone in my home and no test was done. Johnson Flooring is now saying they did the test but didn't document it, so STILL, I can't use the warranty for my floors. They have stopped responding to us and all I want them to do is come out and put the floors down right like it should have been done the first time. Mike admitted they should have done the test the first time, but they didn't. If this company had any customer service or integrity then they will come out and put my floors in with a barrier like it should have been done the first time. I am not an expert on floors and didn't know the questions to ask, this is why I went with a flooring company to help me in this process. I

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/11) */ At Johnson Floor & Home, our goal is to make all our customers happy by delivering them a professionally installed floor at a competitive price that enhances the beauty of their home. In most cases, this process goes fairly smoothly and our customers never have issues with their floors. However, in some cases there are external factors, out of our control, that cause a floor to fail prior to the end of its useful life. In the instant case, that is exactly what has happened. The floor installed in the Main's residence needs to be replaced because there is moisture that is being released from beneath the foundation of their home. The technical term for this problem is called hydrostatic pressure. Hydrostatic pressure is what we call a locally caused condition. In plain speak, this means that it is a condition that we did not create. Next I want to address the statement that we did not test for moisture. All of our installers conduct basic field testing at the time of installation. One of those tests, although not terribly sophisticated, is simply looking for visual signs of moisture and feeling for dampness on the slab after the existing floor is removed. If there are no visible signs of moisture observed, then our installers use a small electronic device to test the moisture levels in the slab. This tool is commonly used in the flooring industry to test for moisture in a slab. If this test does not reveal elevated moisture levels the installation moves forward with the floating installation. If moisture is detected, based on the levels, a plan is presented to the customer with the cost of labor and materials that will be needed to remediate the condition in order to proceed with the installation. If the customer decides that the cost of remediation is too high then we recommend selecting an alternative flooring option such as carpet. There is one big caveat to all moisture tests: They are good for one moment in time. The day they are conducted. This is because a slab that shows no signs of hydrostatic pressure on the day of install could have a moisture issue in the future. Again, there are many potential causes that are responsible for this problem. For analogy, pipes in a house may be perfectly fine and free of leaks one day and a pipe can burst and leak the next day. When a homeowner experiences this problem I don't think most contend that the plumber who installed the broken pipe caused the leak and is responsible for the cost of repairs to the pipe and all other damages that occurred as a result of the leak, absent evidence that the plumber installed the pipe in an unworkmanlike manner. In the instant matter, there was no evidence of a moisture problem at the Main's residence on the day of installation and the the electronic meter did not reveal elevated moisture levels. Instead, moisture problems occurred a year after the installation. Johnson Floor & Home didn't cause the problem the Main's are experiencing in their home. We have made every attempt to help the Main's with the repair/replacement of their floor. We have gone as far as offering to cover the cost of the materials needed to address and contain the hydrostatic pressure in their slab along with the cost of the flooring. They were asked to cover the cost of the labor. They found this offer to be unreasonable and insist they should pay nothing. I am going to be completely candid, they are responsible for all the costs associated with the repair to their floors. Johnson Floor & Home didn't do anything to cause their floor to fail. It should be noted that the Main's foundation didn't have elevated moisture levels at the time the floor was installed. All that said, we care about our customers and are committed to resolving their issues. This often includes covering the cost associated with addressing a customer's issue that fall outside of the scope of our responsibility. We do this because we want the goodwill of our customers. When we offer a customer assistance in these types of scenarios the customer always has some responsibility. However, we attempt to reduce that burden where we can. We have tried to do this for the Mains and we reiterate our previous offer of assistance. However, the Mains will need to cover the cost of the labor to replace their floors. If they want to proceed forward we are more than happy to assist them. Alternatively, we will provide them with the material and they can hire their own independent installer if they prefer.