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Business Profile

Flooring Contractors

Luxury Floors and Stairs

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:03/22/2024

    Type:Service or Repair 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.
    Business was hired to supply new floors for a new build house. Quote was accepted and during install additional flooring was discussed to be added. The original quote had price change without any notice after acceptance and 50% deposit was paid. They installed the wrong handrail for the stairs then tried to say that they said they couldn't do it. The work was unprofessionally completed. The business said that they would return the next day to correct. That was in January and they have not returned since and it is March 22nd. They refuse to discuss with me the options to correct the flooring that is not completed properly or the handrail. Prior to the handrail installation we asked to cancel the metal handrail. They told our GC that they had already ordered the material and would honor the price of a wooden handrail. The difference was around $4000. they have yet to refund the money or return my call to discuss. Very unprofessional, does not show up when they say they will. The job was supposed to be completed in December. They guaranteed it would be completed by 12/22. The floors still do not meet up to the base boards that they installed and the handrail is still not corrected from the terrible installation.

    Business Response

    Date: 04/17/2024


    We have had no direct communication with this customer concerning the project.  All of our communications for this project has been directly with SLH Builders, specifically ***********************, the owner.  We are not sure what communications has happened between the *********************** and the customer.

    We never received a down payment (50% was required prior to starting the installation) for the flooring installation which we completed on August 31, 2023 (when payment was immediately due) and were not paid until October 13, 2023, 6 weeks overdue.  We never gave an estimate for a wood handrail on this project.  We started the stair installation on December 5, 2023 and was stopped by *********************** because of an issue with the customer.  We were never given the permission to complete the stair installation until January 20, 2024. We resumed (per ****************** request) installation and completed the stair installation with a metal handrail on January 24, 2024, per our only estimate to SLH Builders for the stairs.  We completed the onsite finish of their flooring on March 11, 2024.  We have not received payments for final completion of the stairs or wood floors, which is now nearly 3 months overdue for the stairs and over month past due for the floors. This should be address to *********************** and his customer as we did not work directly with the home owner. 

    Thank you


Luxury Floors and Stairs is NOT a BBB Accredited Business.

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