Complaints

This profile includes complaints for Floors For Living, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Floors For Living, LLC

  8911 S Sam Houston Parkway W Suite 100 Missouri City, TX 77489

  
• 

  Floors For Living, LLC

  7036 Fm 1960 Rd E Ste E Humble, TX 77346-2704

  
• 

  Floors For Living, LLC

  3895 Southwest Fwy Houston, TX 77027-7515

  
• 

  Floors For Living, LLC

  6318 Fm 1488 Rd Ste 160 Magnolia, TX 77354-2519

  
• 

  Floors For Living, LLC

  5556 S Peek Rd Katy, TX 77450-7130

  

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:04/01/2025

  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.

  Floors For Living started on my floors Feb 20th, 2025 and have YET (as of April 1st) to close out this order due to lack of communication from district manager/sales person and the installers, poor quality of work, and wrong orders being placed. I have agreed to pay over $6000 for this job to not have been done properly. They have had to come out on four different occasions because the work was terrible. The district manager, ****** did not properly educate us on the type of flooring we were purchasing although we clearly mentioned wanting the same style as ones we purchased previously through Floors for living and the stair noses ended up looking TERRIBLE. I have made this company 3 deals in the last year and will not be using them again nor recommending them to anyone. This has been all around a terrible experience.

  Business Response

  Date: 04/02/2025

  The original job was scheduled for 6 days and it was completed in 4. After the installation you and your husband decided that the stair noses were not the style you wanted, and had signed off on on the original order. This was the only issue communicated to Floors For Living at the end of the original installation. As a courtesy Floors For Living had new stair treads custom made to give you the look you desired, at no additional cost. Not only that but on 4/1, the date you posted this complaint, you had already had a scheduled date for us to return to your home and do the final touch **** which is today 4/2. The $6,000 price was also a price exception given by the District Manager to honor a sale that had expired due to the rising costs of good we are seeing across the country. Thus, your cost is a substantial discount in what this project would normally be. As our district manager has already communicated with you, there will be no further concessions made on cost because your desired product changed after the project was originally done. 

• Initial Complaint

  Date:03/27/2025

  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.

  Payment for *** installation for about 900 sqft (upstairs) was done in full before the installers came to my house on January 16th 2025. The installers did a sloppy job and I have been trying to work with both *** **** in ******** location and the **************** to fix the issues with the installation. I have sent over pics of all the issues with this *************** caulking was done for the gaps where the rounds meet the baseboard walls! This is included in every professional installation (moisture issues or pests avoidance).I went with White rounds and all the Nail holes in the rounds are unfinished and look terrible - this needs to be caulked for a professional look.The Rounds corners/edges look raw without any white paint finish.

  Business Response

  Date: 03/27/2025

  Floors For Living provides two options for the shoe base, the first is a stained to blend finished product, the second is a primed white shoe base that is left intentionally unfinished so that a painter can come in and paint it to the customer's preferred style.  Not all caulks are paintable and different paints require different caulks, which is why that part of the job is left to the painter. We are not a painting company and do not provide that service. If you would like a finished product we have the stained to blend option available. Please let me know if there any issues with the flooring itself. We do have a customer service email as well. *******************************************************.
  

  Customer Answer

  Date: 03/27/2025

  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.  

  The business response is unacceptable. The white rounds they installed should look professional and finished. These are NOT. What the customer does for painting later is not their concern.
  

  The business has ignored the caulking that needs to be done to fill the gaps where the rounds meet the walls. This is unprofessional and unfinished installation.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/27/2025

  Per the conversation you had with one of our district managers on Tuesday you accepted the resolution for us to come out and trim the edges of the shoe base to clean them up. This complaint was posted after an agreed upon resolution so I'm unsure what extra resolution you are wanting. Floors For Living does not do the caulking per the reasons stated in the previous response. Our white shoe base is sold as a primed unfinished product. A copy of one of our quote sheets is attached for reference. 

  Customer Answer

  Date: 03/28/2025

  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.  

  The install lasted 3 days. On the third day, the second set of installers did sloppy work and forgot to put rounds in a small closet. I took pics and sent over to ***. He sent an installer to finish the rounds in the closet. This guy finished the closet with rounds and caulking needed. Looks clean and finished.
  

  I do not want bugs to crawl in between the rounds and baseboards in all other areas (gap without any caulking). btw, the Nail HOLES need to be filled in for sure. Looks terrible on white rounds. I like the white finish and keeping it that way.

  When the Manager said he was sending installers over to whiten the round edges, I emailed him about showing the installers the lack of caulking for the rounds and ask them to finish that in addition to the edges. I have the reply from *** **** saying that sounds good. This is something he should have spoken to the installers about. This is before the installers visit.

  Even though the Manager agreed in his email,  the installers refused and said they are NOT paid to do the caulking! They left **** without doing any work that day.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/31/2025

  Please email the message from the store manager to ***************************** so that I may review. 

  As for the white shoe base, it is a primed and unfinished product, as such it may discolor over time if it is not painted or another finish is not put on top. As we do not provide this service we do not putty or caulk the unfinished product. As mentioned in one of my previous responses the different types of finishes or paints require different types of caulking or putty to guarantee a good clean finished look. The exact type of prep work that would need to be done would depend on how you want your trim to look after it is finished by a painter or it may cause problems when you are working to finish up the trim.

  Customer Answer

  Date: 04/03/2025

  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.  
  

  Your response did not answer why the installers did not caulk the **** where the white rounds meet the walls! This is part of the installation which was not done.I do not want bugs crawling in through these gaps (not to mention other issues with this unfinished look).

  If I had gone with any other professional installer this will be done for sure. This is understood.

  You are trying to divert the issue talking only about the paint on the shoe base edges! This is a small portion of my concerns. I do not want to see NAIL holes all through the flooring, that is not what i paid for!

  I will forward *** ****** email about the caulking

  I am tired to battling this unprofessional installation issues with your office and want nothing more to do with your Company. I need a portion of my payment refunded and i will arrange to fix all these issues on my own.

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/04/2025

  I am sorry that my responses are coming across as trying to divert the issue. I can assure you that is not the case. I have stated in multiple responses so far that we do not caulk the shoe base due to issues with customers later trying to finish it and the paints not working with all kinds of caulks, I believed that to be the end of that. 

  This was an unfinished product as stated in our paperwork, it is expected that you would get it finished on your own. 

  A professional flooring installer will not create problems for the customer in the future by doing work they are not skilled to do. Our installers are skilled and qualified tradesmen, specifically for flooring installation. 

  There will not be a refund issued for work that was not contracted. 

  Customer Answer

  Date: 04/04/2025

  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.  
  
  The Business is not taking responsibility for an unprofessional flooring installation finish.
  btw, I do not care what other customers do after installation. Only focus on my project needs please. I went with the white finish as my final look.
  
  What I am hearing is:
  1) The white shoe base that the Company installs will have ugly nail holes and will not be filled in with caulk. The edges will look raw without paint. The Customer accepts/pays for this kind of work!
  2) The rounds will be put up against the baseboards but there will be gaps in this installation. The Customer is responsible to find another professional to caulk this area!
  
  I am frustrated with this process and will seek other avenues to find a solution for these flooring issues.
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:11/26/2024

  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.

  Vinyl flooring was installed on my house on 9/18/24. They could not complete the installation because they did not order enough flooring transition pieces. After several requests to complete the installation they sent a worker on 11/08/24. But still they did not complete the installation because they ordered the incorrect transition pieces, They accepted full payment ahead of time. The sales person David ********* does not respond to my texts.

  Business Response

  Date: 12/02/2024

  This was completed on November 27th for this client. 

  Customer Answer

  Date: 12/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/18/2024

  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 arranged an installation with Floors for Living and was informed that a half payment was necessary to schedule the installation, with the balance due upon completion. However, I was subsequently advised that full payment was required to confirm the scheduling. This change was not communicated to me until I inquired about the installers' absence. Additionally, the installation was rescheduled to a date that conflicts with my availability.

  Business Response

  Date: 11/18/2024

  Attached is our signed copy of the sales ticket where it lists that the balance is required 5 business days prior to installation, so this was communicated at the point of sale, there was no change. If there is a schedule conflict we are more than happy to reschedule to a date that fits your schedule. Please let us know when you are available and we can get it rescheduled for you. 

• Initial Complaint

  Date:11/11/2024

  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.

  Floors for living installed flooring for us on Oct 2 and 3rd. It was a whole house install of vinyl flooring. The flooring is fine but the trim is awful. It did not match floor and was splotchy. They used white caulk to fill joints and my husband would not accept that so they went over it with brown caulk. You can see the mess in the pics. Some of the trim was cut a quarter inch to short and was just left. The joints are not very good. They did not do around the doors correct. They splintered the bottom of the door jamb. The house wash fresh painted and they left hand prints all over the walls and doors. They knocked all of the paint off of a corner in the kitchen. Left trash and cigatette butts in my yard. Complained to salesman Chuck so he came out and said they would correct it. After several more phone calls the same installer came out. He did not finish and we have not heard from anyone in 4 days. Was told the district manager would call but nothing. This job wa 8000.00. I am so frustrated with this whole experience. We are having to delay other projects until they fix this.

  Business Response

  Date: 11/15/2024

  As of 11/13/24 the concerns presented by the customer have been resolved. 

  Customer Answer

  Date: 11/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/08/2024

  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.

  For background, our project is a little over 1,000 sq ft replacement of carpet/tile to laminate. The sales process was quick and smooth. The project was fully paid before installation. The installation start date was August 26, 2024 (Monday). We had 2 installers worked on our project. I expected more than 2 installers since they stated 3 days of installation. The installation was completed on August 29 (Thursday). The following day while cleaning the house, we noticed that the bottom of our kitchen cabinets and oven storage were dented. I texted the sales person and was told that he sent a message to his DM about the issue. I checked on him Tuesday (Sept 3) and he said he sent the repair ticket on Friday, that it takes 24-48 hours for the repair department to get back. I did not hear back from him so on Sept 11 (Wednesday), I texted him again and asked for an update. Also mentioned to him if he can have somebody swing by the house and check the floors because we identified few spots that are creaking. One is right in front of our master’s bedroom so it is easy to get noticed. He responded and said he’ll check the status again and add the sound of the flooring into the repair. No feedback so I asked again on September 26 (Thursday), I was told he submitted 3 times already to the repair department and that they are working on getting me an answer asap. I asked again on October 19, still no definitive feedback. It’s been over 2 months and still no defined resolution or answer. Overall, it seems like the company is proactive during sales but not reliable with installation issues. Also, I think materials ordered was beyond what we actually needed even with extra. I have 5 boxes of laminate floors and over 2 long sticks of shoe molding sitting in my garage.

  Business Response

  Date: 11/13/2024

  Floors For Living is committed to taking care of our clients, an inspection has been set up and we are in communication with this customer to ensure all issues are resolved. 

• Initial Complaint

  Date:08/19/2024

  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.

  We did not receive the product or service we bought. It's a classic case of bait and switch, fraud, theft and deception. I have included a timeline of event that is uploaded and several pictures. I have text messages from the sales person and district manager that I can share if you'd like. I also have several videos, but didn't see that I could upload those. I'm happy to share everything that I have.

  Business Response

  Date: 08/21/2024

  There is some conflicting information here that I hope to resolve. The Dispute letter states that the installer was installing a lower quality pad but in you also state that the padding was from your previous carpet that we removed. I have received text messages from the sales person and district manager in communications with you where Floors For Living offered to resolve the issues as well as agreed to a partial refund as requested in writing for you to "keep quiet", as you wrote. Then afterwards you refused the offer you had originally proposed and requested a full refund or you would be posting online and filing a complaint with the BBB. Floors For Living has offered to correct the single area of padding that was not replaced properly as the installer is human and did make a mistake. This is why we provide our lifetime installation warranty. The carpet photos attached are akin to carpet crushing that may occur after a carpet is unrolled from it's compressed wrapping. We advice running a vacuum over the affected spots and noticing the difference in texture as it springs back up. If a normal vacuuming does not fix the issue we will be more than happy to file a manufacturer claim or provide a professional carpet cleaning service to come out to make their attempts as well. This is a common occurrence in carpet and often goes away within just a few times over with the vacuum. I believe the offered resolution will resolve the issues you claiming at your home and show that there is no "bait and switch" as you write, nor is there a failure to provide the promised goods and services as offered. 

  Customer Answer

  Date: 08/26/2024

  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.  
  
  We attached our response as a pdf. 

  
  Regards,
  Jodi *********
  
   

  
  

  Business Response

  Date: 08/27/2024

  To ensure that we are responding properly to this issue please email your communications and photos to **************@floorsforliving.com where I may review them in their entirety. We would like to make sure that our response is based on all of the available information and fulfill any warranty work that would need to be done. We will also be more than happy to facilitate a manufacturer claim on your behalf if the belief is that the carpet has a product defect. Thank you.

  Customer Answer

  Date: 09/06/2024

  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.  
  
  I have asked repeatedly for someone to address this problem.  I asked during the installation and after.  I practically begged for a manager to come over and see for yourself what was going on and I was ignored.  The installation was so bad I’ve had someone ask if I did it myself and the carpet has defects.  My furniture is still not put back where it belongs which means the job isn’t even finished.  Some things are just too heavy for me, so my house has been in shambles for over a month.   
  
  Now I’m being asked to submit pictures to someone new.  I am absolutely floored that I am supposed to reach out to another person at this company.  You have all of my contact information, and you know where I live.  Ridiculous.   Who is this person and where has he been since August 7th when my one-day install should have happened?  Where was he August 8th, 9th, 10th, 11th?   I am so done with this company and their lies.  NOTHING has been as promised or what I paid for. 
  No, this does not solve the problem.  
  Regards,
  
  Jodi *********
   
  

  Business Response

  Date: 09/24/2024

  Per BBB's request I am responding on here as well. This has been escalated internally to rectify any issues that occurred during the installation. Communication with the client is ongoing. 

  Customer Answer

  Date: 09/26/2024

  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.  
  
  I have received a threatening text from the sales person, David *********.  I sent an email to the email address provided in the last message relay from the BBB.  It took over two weeks to get a reply.  Because of the long time to respond I filed a police report because of the text.  This company says they have a guarantee, but they don't honor it.  My install was in August 7-11 and they never did finish the job or come back to fix the problems.  Someone from Floors for Living should have contacted me immediately to resolve this.  

  I stand by my request for a refund.  The product is defective, the install was incredibly bad and the guarantee isn't worth the paper it's printed on.  They also don't seem the least bit concerned by the text that their employee sent.  

  I will have a professional inspection done to prove my issues.  

  Regards,
  
  Jodi *********
   

  
  

  Business Response

  Date: 09/27/2024

  This is blatantly not true. You sent an email on 9/16 at 7:08pm to someone who was out of town for the week, with an auto response email that they're out of town and who else to contact, nearly a month after you were provided the contact information. The response email to you was sent out on Monday 9/23, only 4 working days NOT 2 weeks like you claim here. When asked to provide the text message and other details as mentioned you have as of 9/28 still not sent anything on correspondence outside of the BBB to reach a resolution for your issue. It is clear that you are not interested in resolving the issue with us even though you claim that our guarantee isn't worth anything. Floors For Living has been trying to schedule a time to come out and correct your issue for months and you have refused every attempt. As mentioned in the email correspondence you've had with the contact provided in a previous response we do take any threatening messages from a sales associate extremely seriously and still want you to provide that information as requested. Once again, Floors For Living is more than willing and has been attempting to arrange a time at your convenience to resolve any installation related issues and our attempts have been shot down multiple times and instead the only resolution that seems to be of any interest is a full refund while keeping the products.

  Customer Answer

  Date: 10/01/2024

  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.  
  
  Please show where you have tried to resolve this problem.  If I hadn't reached out to you after hunting down your email there would be no communication.  You've had my contact info since the beginning.  Once again, you haven't even been over to look at the problem.  I've had the carpet inspected by a certified inspector which proves the shoddy install.  A judge will believe me since you don't.  

  Blaming the customer is really uncalled for.  I did NOT get what I paid for, your installers stole from me and your staff is unhelpful to say the least.  I talked with the manufacturer as well and they agree that you did not install the carpet correctly.  

  Regards,
  Jodi *********
  
   

  
  

  Business Response

  Date: 10/02/2024

  We have already sent you the screenshots of texts between our district manager and yourself where you refused to have our team come out to repair the floor AND provide a partial refund. We're not sure what you mean by hunting us down. We provided a direct contact for you. We also have this BBB thread and the email to you offering to come out and repair your issue. We have requested multiple times to receive the information about the defects from you and offered to set up a repair at your convenience. Why you keep insisting that we don't believe you or that we won't repair the issue is unclear. As requested before and as we will keep requesting. Give us a time and day if you'd like us to inspect the issue first, or if you'd like to just send the details of your certified inspector to us so that we can set up a repair immediately then we will. No where in this conversation has anything about installers stealing come up but if you have any proof of that send it to us as well. Once again, if you provide a time that works for you then we will repair the issue just like we tried to do over a month ago. Floors For Living cannot fix an issue if you continually refuse us when we offer to fix the issue. 

  Customer Answer

  Date: 10/02/2024

  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.  
  
  We have never refused someone to come by.  Actually, we have asked repeatedly.  Keep blaming the customer.  It's apparent that this is not going to be resolved through this communication.  This all started in July and I've had enough.  Floors for Living is an awful company.  I refrained from posting Google reviews hoping to get this resolved.  You've had ample time and all you've really done is blame me for issues caused by your company.  The review will reflect everything that has happened.  

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/02/2024

  Attached is a screenshot of our District Manager asking for the opportunity to take care of the issues to which your response is, "You had the opportunity over the weekend. It's too late.". Provide a time and date for us to come out and fix the issue and we will. We will continue to reiterate the fact that we have been asking for the option to resolve the installation error. Never have we blamed you for the installation error. We are trying to resolve the issue and we still have not received any kind of time frame that you would be available for this to be resolved. In addition, your installation did not begin until the 2nd week of August and within 2 weeks of the installation beginning we have the time stamped BBB response where we, quote, "Floors For Living offered to resolve the issues as well as agreed to a partial refund as requested". We will still honor and stand by the proposed solution made a month and a half ago all we need is a day and time that we can come to your home and resolve the issue which has not been provided to us upon the numerous requests I have in writing.

• Initial Complaint

  Date:06/01/2024

  Type:Customer Service 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.

  On 4/5 Floors for Living contractors installed 510 sq feet of carpet. Unfortunately, during the install the contractor cut his hand and continued with the install. They put back furniture as agreed upon. After they left I went to move items to their rightful space and notice blood on my newly installed carpet. They had fraudulently moved my items over the blood so that I would not see it and are now using the fact that I signed that my carpet was installed satisfactorily to suggest that they are not liable. I reached out to Floors for Living and I was instructed to clean up their contractor's biological fluids myself. They refused to take any other action other than me cleaning biohazardous materials. I have stated to them, that I will do no such thing. I paid for new carpet, and I expected new carpet to be installed, free of biohazardous biological materials.

  Business Response

  Date: 06/20/2024

  Based on the text conversation from your sales associate and yourself we offered to have the crew come back out to your home and clean up the drops of blood. The two, less than dime sized, spots were not noticed during the installation by either the crew or yourself as evident by the sign off sheet with your signature stating that everything was complete and acceptable. We have no record of you requesting that we come out and clean it up after we offered to send the crew out there for you. We also followed up with you on May 7th to make sure the issue was resolved and received no response to our message. I will gladly send out the crew to take care of any blood droplets that were not removed by our free floor cleaner. I am unsure as to why you've stated we refused any other solution when I have in writing offers for us to take care of the spots for you. You can either reach out to our customer service phone number or your original sales associate to schedule a time that we can come out and remove those for you. 

  Customer Answer

  Date: 06/21/2024

  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.  
  
  As I mentioned to Jason when I spoke with him, it is ridiculous for Floors for Living to tell me to clean the blood myself. At the very least they should have offered to pay the approx. $99 (or less) to have the carpet professionally cleaned. To act as though there was not enough of the contractor's biological/bio-hazardous fluids staining my carpet to warrant a proper response by Floors for Living is outrageous. I paid for new carpet, not bloody carpet, whether a few drops as suggested or gallons. My carpet should be blood free. Not to mention, I told Jason, that I'm concerned that there is blood under the carpet where the contractor bled out. His initial response was to contact the warehouse to see how long it would take to get new carpet delivered for the area. The square footage of the area in the closet where this happened is small enough that a significant amount of carpet would not be needed, but that would have been the best-case scenario to address my concerns. This company choose to instead tell me to clean the blood myself. And it was not until after I attempted to dispute the charge that Floors for Living offered to send someone out. At that point I had already disputed the charge and would not be responding until there was a decision either way. I cannot stress how ridiculous and flippant their response is. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/25/2024

  Floors For Living will gladly have a professional carpet cleaning company come out for those small drops of blood if you'd prefer instead of our carpet professionals. As mentioned in my previous reply, the communication between our sales associate and the client on 4/11/24 at approximately 9:12am was that we would send out our crew to take care of it if there was any issue with using the free floor cleaner we provide. The payment dispute did not occur until 5/7/24 so our offer to come out for you was almost an entire month before the payment dispute, which is hardly flippant. If you'd like to schedule a time for us to arrange a carpet cleaner to come out for you at no charge please email me at [email protected]. Our company stands behind the work we do, and it is unfortunate one of our installers suffered a minor injury while installing your new carpet but I do hope that we can get your new carpet to a place where you are happy with the end result. 

  Customer Answer

  Date: 07/01/2024

  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.  
  
  And what about the blood under the carpet? And I would ask that if you really stand behind the work that your company does, that you would stop speaking to me as though the amount of blood visible on my carpet is so insignificant that I should be happy with it. No amount of blood on brand new carpet is acceptable if your company stands behind their work. Full stop. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 07/05/2024

  At no point have I said you should be happy with having the blood droplets on your carpet. We have offered to take care of it for you, at no charge of course, and you are stating that we have not offered anything but refusal. I have time stamped messages stating that the previous message you sent about us responding only AFTER you disputing is a false claim. If there is concern that blood might've seeped down from the carpet into the carpet padding then I can have one of our carpet professionals do an inspection after the professional cleaner goes out, If there is any semblance of blood in the pad we can replace the padding for you. I will have them document their inspections with time stamped photos as well. All of the requests you've made for the cleanliness of the carpet I am more than happy to accommodate for you. Just as we would have accommodated them for you months ago when we reached out originally. If you'd like for the requested solutions to happen then please reach out to your original salesperson or our customer service phone number and we will have you expedited on our schedule and come out at a convenient date for you. If there is anything else you haven't mentioned that might be a concern feel free to reach out to me in the email from my previous responses.

• Initial Complaint

  Date:05/01/2024

  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.

  Order 14-142290 We paid Floors for Living for the instalation of tile in our master bathroom. They expected a little more than half up front (understandable) and then requested the last half several days prior to the work starting, which was alarming to me. Sales representative Christine ***** said that was standard and that our faith should be in the size of their company. They planned on starting March 18th but they pushed it out a week due to tile being on back order. Then, on the 18th, she demanded payment. We paid the remaining of $4,147 on the 18th even though I was hesitant to do so. The contractors didn't begin work until March 26th. On April 1st, the representative asked how the installation went, which was still pending. I responded that the subcontractor had told us "They are waiting on the rest of the tile to come in for the shower". She acted surprised, showing little communication between the company and subcontractors. My husband informed her: "This is the text your installer sent me this morning: Hello good morning I was in the office talking to my boss about the material for the walls he told me that they are going to talk to you to tell you when they have the material to make a new sketchup ok that's what I was able to talk about in the office ok". We received a response on April 14, 2024 from the sales rep: "Good afternoon and happy Sunday. It looks like they gave you the wrong date when they initially told you they would come out on the 14th which is today and we're not open. You were actually scheduled for yesterday. Is 4/20 a good day for you" They were able to move us up to 4/18 after multiple conversations. We are disappointed in the quality of the work and delayed construction. The manager came out and is dodging calls. We are waiting on them to come out and correct issues with their install. Buyer, beware.

  Business Response

  Date: 05/02/2024

  My apologies for the delay, It seems the salesperson didn't figure enough tile for your shower, fortunately here at Floors for Living we have a closed ticket purchase.So we incured the expense for the additional tile and labor. I understand that there is and issue with the trim, the installation dept. will reach out to you today and schedule a day and time that is convenient for you do make the correction on the corner. Thank you for attachong the pictures of the job as it was being installed, I have attached a picture of the shower taken when it was completed on 4/18.

   

   

• Initial Complaint

  Date:08/08/2023

  Type:Order 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.

  Installation of the floor is not finished about 2 months since first time installer came in, and more then 2 months since signing contract, and company received 100% payment . Only promises.

  Business Response

  Date: 08/08/2023

  This job was not left incomplete. The customer rejected the transition strips that our installers provided. We offered to get custom transition pieces as well but they were also refused for not being long enough because manufactured transitions come in standard sizes. We have also offered to have a new transition fabricated specially for her home.