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Business Profile

Flooring Contractors

DePalma Flooring LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/02/2023

    Type:Product Issues
    Status:
    Answered
    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 carpet 3-20 it has worn poorly and in 5-23 I contacted the store. The owner agreed the carpet was defective and submitted a claim. After 3 months I hadn't heard anything so I contacted the store. They said they hadn't heard anything yet. It is now more than 5 months and no one has even come to look at the carpet! My texts and calls are not returned. I went to the store a few weeks ago asking for a claim number and contact information so I could try to get things moving but the man at the store would not give it to me without the owner's permission and he would have him call me. A week passed and nothing. I went to the store and told them my patience was wearing thin and if he did not return my call that day I would contact you. He then returned my call and said he looked at my paperwork and my claim was incomplete. He still would not provide me with contact information and claim number. He submitted the missing information and promised to call me the following week. It has been 2 weeks and of course I have heard nothing!! I texted him and he has not responded. Something is not right here. Please help me resolve this issue. Thank you!

    Business Response

    Date: 11/13/2023

    We contacted our sales rep again this morning.  He went to the claims department and found the claim adjuster is out of the office today.  He took it upon himself to go to his boss, who pulled all the emails.  They have received nothing back from Mohawk, but did send them an email requesting an update ASAP.  We have complied with all their requests along the way.  However, defects must be determined by a certified inspector who is normally obtained by the manufacturer.  As of today, they have not initiated this.  In hopes of speeding this process up, we have contacted a certified inspector we know Mohawk uses and requested he contact Ms. **** to inspect and provide his findings.

    We spoke with Ms. **** today and updated her with this new information and she is aware someone will be contacting her.

    *This is marked 2nd request.  I want to go on record that we have not seen anything before today come through our email.  We searched the deleted files and looked in the spam folder and found nothing. 

DePalma Flooring LLC is NOT a BBB Accredited Business.

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