ComplaintsforLL Flooring

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is against the company - not the store- and how my complaint was handled. Never once did they send someone to see the issue with my floor, even when I asked. My complaint was not handled at all by the first rep and they assigned a different one, *****, who was impossible to get in touch with. The trim was awful. Just chunks placed over sections of the wall. Never cut in. Looked very unprofessional. They never once gave me the option of pulling off the trim. Just quoted for the quarter round. This is my first time buying vinyl flooring and I figured by going with a reputable company Id have a decent job done. The installer even wanted to put white trim against my wood cupboards and wood flooring. We stopped them and got our own wood trim. We actually replaced all the trim. Now they dont want to honor the warranty per *****.

  Business response

  08/19/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we have reviewed the consumer's flooring conditions in accordance with our product and installation warranty guidelines.  The consumer signed off on the installation paperwork stating that she was very pleased with the installation. The consumer removed the trim after installation , therefore LL did not have a chance to investigate the consumer concerns as removing the trim also voided her warranty of the product. 

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer response

  08/21/2024

  I am writing in regards to the claim number above.  I was not able to answer the last correspondence with you.  What I wanted to tell the company was that the installers finished the flooring quite late. We were using a flash light on the floor for them to clean the glue off of it.  They handed me the form which I did sign. The next morning when we actually saw the floor we called the installer right away. They did come over. The only answer we had from them was thats the way they do it here. They did say theyd come replace trim but we never heard from them after that. Thats when I got ahold of the store. And this is where I am at.

  Business response

  08/26/2024

  According to our records the consumer removed the trim before the installers could come in to assess  what the concerns were, therefore this voided her warranty . We do regret to hear that the consumer did not find the results satisfactory. Her case representative was handling her case based on the product warranty. At this time there`s nothing further that LL can assist with.

  Customer response

  08/26/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They never even had the kitchen trim on because I did not want white trim on my wood cabinets and my wood flooring.  Why was that ok to pass the first time? They didnt plan to come back and replace that either.  Maybe you should talk to the guys who actually installed the product.  
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased material prior to close out and now they have changed policy to no returns. This policy was not in place at time of purchase and in addition I was verbally told I could return any in opened boxes

  Business response

  08/19/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our record the store that the consumer made his purchase from is closing . therefore this store is not accepting any returns or exchanges. The consumer can take any unopen boxes to another LL store for return.

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was no offer made except drive 2 hrs each way to another store. I purchased material in good faith that the store would honor what is written on website and was verbally communicated to me. I'm seeing no action on their part to resolve
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business response

  08/26/2024

  Due to unforeseen circumstances the closing store are not able to accept any exchanges or returns. Sorry for any inconvenience this may have caused the consumer, 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flooring purchased in April 2024 was shipped to local store for storage until summer renos. We took possession 6/8/24 for acclimation in room temp home. Licensed professional w/ 40 yrs. experience installed 6/26-7/1/24. Wall painters finished 7/17. Post construction cleaning (light mop for dust removal) on 7/18 resulted in many areas of splintered veneer to bare plywood. Product has 50 yr. warranty, but didn't survive one cleaning. Filed claim 7/20/24 at store. Received e-mail from merchant same day stating they would assign investigator when they received pictures. We sent link to many photos 7/21 asking for a ***ly if they couldn't be viewed in that format. They called 7/24 to ask questions and said to send pics in a different format. It took three e-mails before a *** acknowledged receipt of them (right format all times). As of 8/5 no investigator had come. This delayed the occupancy of our home so we had to arrange for floor ***lacement a a different merchant and need a total refund of monies paid for flooring minus return of surplus. Flooring charges minus surplus returned = $4,429.12 owed for defective product. PHOTOS: *************************************************************************************************************************************************** They finally had **** call on 8/6, who claims we voided warranty by opening our box of spare. A requirement to save a box is not stated in the warranty, nor was it stated by a sales associate at the time of purchase nor at the time of returning the unopened surplus. Warranty states: Retain a box label and keep on file with your receipt for future reference. ***************** up on me when I insisted I had read the warranty and knew it wasn't in there. Phone call was recorded. Offered to return flooring. ***** store mgr., *********************, wrote: We do not return used material to the store. If you are not keeping it as it sounds, you will need to take it to an appropriate dumping site.

  Business response

  08/14/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. On 8/6, the case manager contacted the consumer and educated on the warranty coverage and the options available for investigation. The consumer declined to move forward with the options provided. We encourage the consumer speak with the case manager directly for further assistance. Please advise if anything further needs to be addressed.

  Customer response

  08/14/2024

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

  
  **** provided NO resolution options for us to have declined. We have a recorded phone call in which he stated that LL Flooring cannot help us as we voided a 50 year warranty by not retaining an UNOPENED box of flooring.  The attached pictures show we were required to maintain a box LABEL and that we did.  We proceeded with contracting replacement of this defective flooring through someone else because **** effectively closed our warranty claim and are still in need of a full refund that doesn't begin to compensate us for all of our installation costs and the loss of use of our home over the weeks since filing the claim.
  
  Regards,
  
  *************************
  
  
  
  

  
  

  Business response

  08/20/2024

  Hello and thank you for the inquiry. According to record, the warranty case file is not closed. We are still pending an update from the consumer to continue the investigation process. The case manager explained all processes to move forward to which the consumer declined. We encourage the consumer contact the case manager directly to move forward with the warranty process. 

  Customer response

  08/20/2024

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

  The following sentence of your response is completely false. "The case manager explained all processes to move forward to which the consumer declined."  LL Flooring is NOT resolving anything.  Nothing has been asked of us and there have been no steps forward explained to us.  Again, we have a recorded phone call in which no recourse was offered.  Ms.  *******, who is not the case manager, has now told my husband she is going to try to find a box of flooring to test. It is not our responsibility to provide flooring to test according to the warranty. Regardless, testing a piece of flooring from a sealed box from a different warehouse would be a substandard investigation of product defects.  Ours stayed in storage at your Knoxville store for almost two months, was acclimated in our room temperature home for almost ************************************************************************************************** that same room temperature home.  That series of events was all represented to be appropriate handling of the material by LL Flooring and yet, FOLLOWING THOSE EVENTS, the floors delaminated during the first cleaning. Hypothetically, finding there to be no issue with the lamination on a piece from a sealed box when it hasn't undergone all of the same events doesn't seem relevant.  This is a new product line and it failed right away when handled and installed according to **'s instructions.  We would like a full refund of the product.  The attached receipts show the two orders of REPLACEMENT product purchased the morning after **** told us (8/6/24) that we had voided our warranty by not saving an unopened box of flooring.  This is proof the floor was very defective and needed to be replaced for us to occupy our home.  We need a FULL refund of the LL Flooring purchase to cover these expenses.  This doesn't begin to compensate us for the cost of destruction of LL's defective product, installation of the replacement floor, professional repainting of baseboards (which had just been professionally painted during the renovations), and leaving our home vacant for several weeks.  We also couldn't afford wood replacement and the vinyl we are living with didn't require the underlayment, so the cost of that is all a loss as well.  This has cost us thousands of dollars beyond the defective product itself.  

  Regards,
  
  *************************
  
  
  
  

  
  

  Business response

  08/22/2024

  Hello and thank you for the inquiry. According to the case file, a box is attempting to be secured for sample testing. An update will be provided by the case manager as new information is available. Please advise if anything further is needing to be addressed.

  Customer response

  08/22/2024

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

  It has been over a month, and there was ample time for this to happen already if it were actually intended from the beginning to make this situation right.  We have already had to replace the flooring, which took place following a case closure according to ****, LL's representative.  This "reopening" only took place when my husband copied every store (over 400) on an email to the CEO.  The only resolution is a complete refund of the product.  
  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem began on 4/14/24. We purchased a floor that was later determined and tested to be deemed not appropriate for retail. The floor has many issues that includes chipping and required an additional purchase of 3 boxes. Due to the fact that the floor should have never been sold to customers in the first place because it did not pass inspection, the company is willing to give store credit, but not provide removal and installation. They state that the diy policy does not cover installation. The policies are contradictory. They clearly are in violation of their own policy, but expect us to follow the diy policy. It seems they do not have an appropriate inspection process, the customer should not be held liable. I am a 72 year old senior citizen, it was hard enough laying the floor, now they are expecting me to remove it and then lay another one. This is unacceptable and un-ethical. I am simply for them to fully refund my money, to cover both purchases (not in store credit). Or they can remove and install a new floor at no charge to me.

  Business response

  08/15/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A contractor of LL Flooring put in an incorrect order for us; wrong size hardwood and prefinished when it wasn't supposed to be. There were also items not sent, such as shoe and nails. LL Flooring did not deliver correct materials to a job site; I received pieces of trim that was for another job delivery. I returned what we received, and have an outstanding refund due to me of $705.18. Stores and managers and customer service are not resolving my issue.

  Business response

  08/05/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, the consumer did make a return on 7/24/2024 and 7/25/2025.At this time, the consumer can expect to be contacted by the store that handled the consumer return. They will be able to better assist the consumer with the amount that they are stating that is owe...

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The store has said they will get back with me countless times, or that a GM or manager will call me, and they have not. I have called every other day for several weeks now. I have gone to the store personally 3 times. Therefore, I do not trust they will refund the remaining $705.18 that is owed to me. Please do what is necessary to obtain this refund for me this week. 
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought Bamboo Flooring from Lumber Liquidators (now LL Flooring) and was awarded a settlement in the class action lawsuit. I misplaced my (approx) $1,184 voucher card for credit to buy more products from LL Flooring. I have called in 6 times since March and have been promised a replacement voucher card every time, and been reassured that my card's expiration date would be extended to make sure I can use it, but have not received a replacement voucher card or any promised return phone calls. It is clear that LL Flooring has no intention of making good on my settlement, which was poor to begin with given that I installed 3K ft2 of the defective flooring that has begun to warp and discolor. I see here that they are considering filing for bankruptcy, which explains it all. They should have to make good on all settlements before being allowed off the hook. Those of us who ended up with defective flooring and very little settlement for it should not be allowed to be screwed completely.

  Business response

  08/07/2024

  Hello and thank you for the inquiry. The consumer was provided the contact information for the settlement administrator for the request. LL Flooring cannot assist with this matter. The consumer is encouraged to reach out to the settlement administrator for further assistance. Please advise if anything further needs to be addressed.

  Customer response

  08/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased LVP flooring from LL Flooring in December 2022. In January 2023 we noticed that the flooring was separating farther than the standard gaps and a bubble had formed under some planks in the center of our kitchen- a dangerous tripping hazard for a family since it is located directly in front of our gas stove. We immediately called LL Flooring and was assured that the issues could be fixed. We believed them and were so confident we even paid more money for them to upgrade the previous trim. We did ask that the upgrade not be completed unless the floors could be fixed- and like fools trusted this company to do that. After the trim was installed, we were upset to find the other issues still existed. We were told we just needed to kick the offending boards whenever this happened. Needing to kick planks into place is not a fix! We've called repeatedly, for a period of time we were ignored, reached out to the *** on LinkedIn, and allowed numerous people into our home on numerous occasions to try to fix the issues. At this time LL Flooring has now said the only "option" we have is to sign paperwork stating that they will come out one more time to fix the issues and after that we are no longer allowed to call or have any recourse because we are well out of our warranty period. These are the same issues in the exact same areas that we've been complaining about now for over a year. Nothing has been done. We want a refund for this defective flooring and do not wish to go through LL Flooring for the replacement! A cash refund is all that is acceptable at this point.

  Business response

  08/01/2024

  Hello and thank you for the inquiry. Per the agreement letter, the case manager is offering to cover the repair cost in full as a gesture of goodwill. The repair plan cannot be put in place unless authorized by the consumer via signature. Please advise if anything further needs to be addressed.

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have spoken with LL Flooring and unfortunately their plan to fix the issue goes against the proper install of their own product. LL wants to send a contractor back to our home, in what would be no less than the 5th time, and this time have the contractor go against factory compliance and glue the flooring to the existing floor below. For reference, this is a floating LVP floor that explicitly states that it needs to float and should not be glued to any surface. Gluing this product down would likely cause more issues to arise since it is not designed for this type of install. This is unfortunately the only solution LL Flooring has offered, with the expressed statement that if we accept and have issues in the future (which will happen if the flooring is installed Incorrectly) we will not be able to have any recourse. 

  We have asked LL Flooring to offer a refund but have been told that the only option available is to accept this flooring install (that goes against product installation standards). This is not acceptable. A fix would be if they could truly fix the flooring under proper installation standards. If that can't be done, we should receive a refund. 

  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  08/07/2024

  Hello and thank you for the inquiry. The repair plan extended to the consumer will resolve the concerns reported. Additionally, the case manager advised the repair plan is to sole resolution for the warranty case. We encourage the consumer to contact the case manager directly to pursue next steps. Please advise if anything further needs to be addressed.

  Customer response

  08/10/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This flooring is designed to be a floating floor to prevent moisture from accumulating underneath. Gluing it down will not resolve the issue and may cause more significant problems in the future. Gluing the floor is a temporary solution that will likely lead to further complications. This is based on the installation requirements of the *** manufacturer. This is taken from LL Flooring page for installing the *** Quick-click installation completes the job from start to finish without the need for glue or nails

  
  The only appropriate action, if LL Flooring is genuinely interested in resolving the issue, is to correct the installation. If installing the *** over the original hardwood is not recommended, then the companys sales team should not have advised us to do so. We expected the floor to be properly installed from the beginning and should not have to endure this inconvenience to achieve that. If LL Flooring is unwilling to provide a correct resolution, a refund for the installation is the only acceptable solution so we can hire another company to install the flooring correctly.
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  08/14/2024

  Hello and thank you for the inquiry. The repair plan presented to the consumer is the only option available for resolution. We encourage the consumer to contact the case manager for further assistance. Please advise if there is anything further that needs to be addressed.

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [LL Flooring has never offered anything other than the initial offer to glue down the previously installed floating floor. It appears LL Flooring would rather spend time and money sending contractors to improperly install flooring than to admit fault and simply issue a refund. We reject their only offer because it goes against the recommended install for this type of flooring and would create bigger issues later.]
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installer cut a hole too large for the vent. The installer damaged the walls with their tool. A month ago they sent a tech to look at the damage and the oversized hole in the floor that is too large for the vent. He told me that they were going to order more flooring and that they were going to send me a check to have the sheet rock fixed. Well I havent heard back. I called and was told that a case file was not even started. The woman said that she would start a case file and send it to the appropriate people. Well every time you call no one takes responsibility. If a file was not started how did the technician know to come and assess the situation . Picture have been attached.

  Business response

  08/05/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. After review, a case file was generated on 07/29 for the recorded concern. All updates will be relayed from the *************************** or the independent contractor directly. Please advise if anything further needs to be addressed.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told we were receiving a credit for a defective product to use in the store of ****** when we went to location to make purchase on a Friday they informed us the credit needs to be finalized and to contact customer service. We were told by customer service that only the case manager can help us but she wouldn't be in till Monday morning. We called for hours and were told she is on the phone, then finally told she wouldn't take our call and would email us with the next steps . We emailed her and no response. We as asked for a manager and were informed they will call us back in about 3 days. How is holding up a customers funds ok? Why can't anyone help us? This is unacceptable and feels wrong.

  Business response

  07/31/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, the consumer was given two options as credits on 5/16/2024 one for $450.00 credit back to their method of payment or $900 store credit , Consumer advised the case representative that he would think about his options and provide a call back.  On 7/27/2024 the consumer contacted their case representative  and advised  they would accept the $900.00 store credit. In order for the store credit be applied the consumer must sign offer letter that has been sent to them . Once the offer letter is signed and returned to the case representative the store credit will be submitted for processing.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made a floor purchase with LL Flooring on 02/19/2024. The planks that were bought are waterproof. The install date didnt occur until 03/20/2024 I provided pictures to the installer of old floor completely removed. When installers got there they inspected the subfloor and determined that they would not be needing the self-leveling concrete. After the floor was installed, I contacted the installer on 05/20/2024 and advised her that a piece of the flooring was coming up and advised her that it was getting bigger as the days went by. She asked for a picture of it so I sent it to her, after being advised of floor condition, an installer finally showed up on 06/14/2024. Our house has no water leak, I have pictures of the floor before the floor was installed. And I have made contact with the LL Flooring ************** they opened a case, case #********, this case was opened on 06/28/2024, I spoke to a Juwuan he told me that he would be taking care of my case. As the days went by I tried to stay in contact with him and figure out what was going to be happening, I was told that another contractor would come out and take some readings on the sub-floor for the humidity levels. Today is 07/22/2024 and no one has shown up. I talked to another customer care representative and they told me that the case was already closed and that I was SOL. I contacted the original installer and she told me that they had contacted her, but didnt giver her any further instructions on what or how the problem was going to be fixed I finally spoke to ****** again and he did confirm that the case had already been closed and determined that we had a water leak, which we dont have.This is truly a disaster, I have pictures of our floor before the install and the floor was fine no spongy floor anywhere. ************* are afraid to walk in the kitchen & fear that they will fall thru or get cut from the planks that are sticking out. I have a child on the spectrum who is always playing in kitchen.

  Business response

  07/29/2024

  Good Afternoon,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer response

  07/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As you can see by the pictures yes there is moisture, they are claiming to have come in and take readings of said moisture and this has not occurred, I was blamed that there is a water leak and that is a false accusation.  The floor is now getting worse and sharp edges are exposed all alongside the planks, these edges have already caused cuts and scrapes to my kids. I have an autistic son who enjoys being in the kitchen and playing on the floor.  This needs to be remedied and soon, and just to clear things up I havent been educated on anything I have conducted my own research and am now aware that the process in which our kitchen floor was installed was incorrect. So please dont tell me that you have educated me or that you have sent anyone out to my home to look at the situation 
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business response

  08/06/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. The photos are from when he contractor went to the home on  07/02/2024 and repaired two planks that had the water coming from the bottom of of the planks and showing the subfloor wet as well. This is was a free repair due to the warranty does not cover site related concerns. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer response

  08/06/2024

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

  Until today no one from LL Flooring has called me to "educate" me on anything.  They are lying about taking any sort of reading or investigating anything.  Why is it that all they are trying to do is place the blame on me as the consumer, and not take responsibility for a bad install that is missing materials to keep the new floor and sub-floor married together.  This is unacceptable if they are not willing to make things right I am requesting my money back for this half job.  I have repeatedly said that I have a special needs child who is constantly on the floor playing and the "planks" have a tone of exposed sharp edges.  So, with that being said take care of your business and take care of your customers **********************.
  
  Regards,
  
  ***********************
  
  
  
  

  
  

  Business response

  08/15/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. The photos are from when he contractor went to the home on  07/02/2024 and repaired two planks that had the water coming from the bottom of of the planks and showing the subfloor wet as well. This is was a free repair due to the warranty does not cover site related concerns. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company continues to make false accusations and refuses to make the repairs.  At this point I would like my money back and they can come and remove the floor that they poorly installed and have added me and my family as a victim to their half jobs.  I am tired and exhausted of trying to keep my cool over this poorly executed job.  I would like my money back and please come and remove your flooring that has damaged our entire kitchen floor.  Your lack of planning and installation has damaged my kitchen floor, but you insist that I have a water leak, I hired a plumber to come and look and there is nothing....NOTHING!!!!!!  But yet you blamed me the consumer for your bad installation practices. 
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business response

  08/20/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. The photos are from when he contractor went to the home on  07/02/2024 and repaired two planks that had the water coming from the bottom of of the planks and showing the subfloor wet as well. This is was a free repair due to the warranty does not cover site related concerns. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am requesting a full refund.  As the BBB can see it is the same response with no intentions to make any sort of amends.  Please submit my refund as soon as possible 
  
  Regards,
  
  ***********************
  
  
  
  
  

*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. ↩