ComplaintsforLL Flooring

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the second week of April 2024, my wife and I purchased new floors for our home at LL Flooring (formerly Lumber Liquidators) at ********************************************************************************************. We were told that floor installation would take two days. However, after three months, our floors have not been completed. After installing the floors, we noticed the boards were coming apart and separating throughout the house. The installers came out, pulled the floors up, and started using glue to reattach the floors. These floors are engineered hardwood and are not supposed to be glued together. But that didn't stop them from using glue. Once the floors continued to separate, I again contacted the store to resolve the issue. The store manager, ******, told me he could no longer assist me and that I would have to contact customer support. I contacted the corporate office and let them know what was happening. They were of no help, so I contacted customer support. ********* from customer support emailed me after I left her a voicemail. It's been over two weeks since I spoke to them, and there has been no response. After receiving no help from LL Flooring regarding this matter, I contacted a third party to evaluate the problem with the floors. The third party showed me that the floors were not supported correctly because the person who measured the floors before the installation did not consider the current floors' thickness. Therefore, the floors are 1/2" low, which also has left gaps under my doors, and my appliances in the kitchen are 1/2" below the countertops. I have been unable to put furniture in my living room for over three months. I cannot come home and relax in my own house because no one wants to accept responsibility for the incorrect installation. I have spent $12,000 and would like this process to be over.

  Business response

  07/28/2024

  Good Evening,

      This customer has an active case open with our ************************* and a case manager is actively working with the customer to reach a resolution to this concern. 

  Customer response

  08/07/2024

  Complaint # ******** This matter has yet to be resolved. I waited over two weeks for a response from LL Flooring, and they want me to pay out-of-pocket $3500 for the mistake they made while measuring for the floors' installation. This was not resolved during installation, as they put it off to be covered by the floors' warranty. I do not feel they should charge an additional $3500 to install the floors correctly. They should have done it correctly the first time, not wait until I file a complaint and then charge me to come back and do it correctly.

  Business response

  08/20/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines. At this time, the consumer can expect to be contacted by their case representative for further assistance.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased flooring from Lumber liquidators in 2021. It has a lifetime warranty. In the last year our flooring is cracking and breaking throughout our whole house. I have been dealing with the company for 7 months now trying to get our money back since we have a lifetime warranty. They have offered me some money but refuse to give me all we have spent. Our floors are so bad that we need to put in all new flooring but cant do so until we get a full refund of $2380.55. Considering we have to pay for new flooring to be installed and go through the trouble of tearing out the bad flooring I think we deserve more than what we paid, however Im willing to accept the full price of what we paid as a refund. The case number regarding this case with lumber liquidators is ********.

  Business response

  07/18/2024

  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.At this time, the customer does not have any product to provide to validate a product concern nor does the consumer want to commission her own third party inspection. Being that we can not validate any product concerns we extended a courtesy credit amount of  $1,750.00. Consumer declined the offer.

  Customer response

  07/19/2024

  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.
  
  I was unable to attach images of the warranty however I will share what they say in relation to my complaint. 
  

  Page 6 of their warranty guidelines states:

  We reserve the right to investigate, assess, and validate reported claims by, among other things, requesting samples from you for technical analysis and performing an inspection of the flooring and the installation location. 
  

  Page 10 of their warranty guidelines states:

  Retain a box label and keep on file with your receipt for future use.

  Lumber Liquidators said that I refused to provide flooring for them to test and inspect. We do not have an extra box of flooring. And nowhere in the warranty does it say that we are required to hold onto an extra box of flooring in case they need to test it. It only states to keep a box label for future reference which we have. It says they have the right to test and inspect, but doesnt say we have to keep a brand new box of flooring so they can do so. They dont want to test or inspect our installed damaged flooring in our home. They said a box of unused flooring is needed. And since we dont have unused flooring we cant provide them with that. Typically they test flooring by using what they have in the warehouse, but this flooring is no longer carried by them. Not our fault. 
  
  They also stated that I wont provide a 3rd party inspection of our flooring. I read through every word of this warranty and it only says they have the right to inspect our flooring. Not that we have to provide the inspector, nor a certified flooring inspector. I contacted a certified flooring inspector and they charge $600. We are not willing to pay $600 for our flooring to be inspected since it is not in their warranty that this is something that is required to get a refund. 
  
  This is why I wont accept $1750 when we paid $2380.55. All I ask is for a full refund, thats rightfully ours. 
  

  I would be happy to provide you with their entire warranty packet and guidelines if needed. 

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

  
  

  Business response

  07/25/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we have offered the consumer $1,750 solely as a goodwill credit being that we do not have evidence that it is a product concern. Based on the product warranty as it states:

  WHAT ARE YOUR REMEDIES UNDER THIS WARRANTY? With respect to any defective product during the Warranty Period, we will provide a Lumber Liquidators store credit in the amount of the purchase price paid for the defective portion of the flooring (excluding any installation costs and labor). A store credit is the sole remedy under this warranty and can be used for store product purchases only.   

  If we provide the consumer a refund that she is requesting it will be in a store credit  based on the warranty or we can provide them with courtesy credit of $1,750.00 which would go back to the method of payment on file.

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution of receiving $1,750 back on the card on file 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: **********************************************.
  

  If the card on file is expired please contact me at ************ 

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

  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased flooring on December 18th 2023. The original installation of the flooring happened relatively quick, however the contractors used an entire day putting down floor only to have installed it improperly. They then proceeded to complain about having to fix their mistake. They came back the following day and threw the floor down haphazardly. We have already paid the company $1218. I have been contacting the customer service department for the past 7 months now and recieve the same excuse each time. ******** our case manager can't speak to us right now and will give us a call back. It took me 5 months before I finally spoke to her only to have her tell me that they closed my case. Then when i wanted the case opened back up because no repairs were ever made she went right back to ignoring us. Multiple phone calls later I get a hold of her and am told that a repair plan is being written up. That was almost a month ago. I've tried over and over again to get this company to work with me but reach a dead end every time. I never miss a monthly payment but find myself upset that I'm paying for an incomplete product.

  Business response

  07/19/2024

  Hello and thank you for the inquiry.

  After review, the case manager is in communication with the field management team to determine the next steps to resolution for the consumer's flooring concerns. All updates regarding this matter will be relayed from the case manager directly. Please advise if there are any further concerns that need to be addressed.

  LL Flooring Leadership Team

  Customer response

  07/19/2024

  [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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had floors purchased and installed by LL Flooring. Immediately after install the floors began to separate...since the floors have begun to lift and crack. My home is level and the floors are supposedly waterproof. I have reached out several times to LL Flooring via phone and email mostly redirected and unhelped. Finally they asked for remaining floor to be sent to them for testing which it was and supposedly arrived "damaged". I have continued to reach out and after months of being ignored I was offered a credit for the box of damaged floor (which is now discontinued) but no resolution to the damaged floor in my home. Floors typically do not begin to breakdown within a year. It is my understanding LL Flooring knows this Core Luxe 5mm floor was faulty and they are not taking any action to resolve.

  Business response

  07/16/2024

  Hello and thank you for the inquiry! After review, the case manager reached out to the consumer on 7/15 to provide compensation for the material submitted for testing. They are still pending a response from the consumer to move forward to resolution. We encourage the consumer to communicate with the case manager directly regarding this matter. Please advise if anything further needs to be addressed. 

  Customer response

  07/17/2024

  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 offer that they are making is in response to 1 box of floor that was sent for testing. They offered a credit for the one box. The larger issue is the floor that is currently installed in my home that nobody has made any effort to fix or replace. The cost of the floor with install was over $6,000 and is currently lifted, cracked and broken as seen in the photos provided. I have made several attempts to get these materials repaired or replaced.

  Thank you, 

  *******************************;

  
  
  
  
  

  
  

  Business response

  07/18/2024

  Hello and thank you for the inquiry,

  According to record, the consumer has not responded to the case manager to accept the offer. The offer is a gesture of goodwill as the concerns are not covered under warranty and the installation warranty has expired. To move forward with the goodwill offer, please contact the case manager directly. 

  LL Flooring Leadership Team

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I showed the store manager the quote I received from Lowes and he told me he could beat it by at least $1000 to $1500. They sent out the measuring contractor and I received a quote for $7500 and this would include taking up the kitchen floor and the baseboards. I accepted the quote. When I paid, I notice that the contractor did not add the trim even though we even discussed the size now it went up to $7950. Today the flooring guys said that they did not know about installing the baseboards and now wants to charge me another $300 to rip up the kitchen floor even though the contractor told me it would all be included. Now in the long run I was feel lied to and ended up paying even more money.

  Business response

  07/25/2024

  Hello. Thanks for sending this information to us and allowing us the opportunity to respond. ** has followed up with the customer as there is signed documentation noting additional charges may occur due to unseen things. I am sorry the customer feel that they were lied to but she has been made aware of possible new charges. There was a case file created and she was followed up on to further discuss. 

  LL Flooring INC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Laminate Flooring from LL Flooring in ***********, **. I have reservation about the Flooring because the Store Manager said it was waterproof but it didnt look waterproof when I got it home. I called back and spoke with Store Manager and he insured me that it was a new type of flooring that was waterproof. I have my floor man install the flooring, fast forward in the Kitchen area where I use water alot. Its chipping and bubbling. I went online and gave them a bad review. They responed and asked me to contact them. I did but I didnt get anywhere. I purchased the Flooring under my Mothers Contractor. They keep saying that he has to call. I advised they its hard to get in contact with him. I paid over $3000 on this Flooring and I gave them my name and address so I do understand why that cant be verified. This has be going on now for over 5 months nmand my Floors are getting worse. I want them to give me different flooring and installation at no additional charge to me.

  Business response

  07/11/2024

  Thank you for the inquiry! For security purposes, only the account holder can file a warranty case file with the ************************* We can move forward with the end user if we gain permission directly from the account holder. Please advise if anything further needs to be addressed.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  LL flooring gave us a quote and charged us for flooring materials and install. They grossly overestimated the amount of materials needed (around 25% more binder and primer and about 10% more tile). They also underestimated the amount of spacers and leveling needed and charged us for the extra amount needed. They where quick to respond to all our calls until they took our money, now they're not interested in talking to us. I'd like to be refunded the cost of the materials that where not needed.

  Business response

  07/15/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, the consumer has made a return on 7/13/2024 for the material they could not use.

  Customer response

  07/15/2024

  [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 ******** the business did indeed refund us. I appreciate and accept their response. Please consider this complaint closed. 
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased laminate flooring from LL Flooring on 8/28/23 and signed an installation agreement with LL Flooring on 9/6/23. A pre-installation assessment was made by the installers selected by LL Flooring on 9/14, self-leveling pre-level was installed 10/4, and flooring was installed 10/9-11. We expressed concern over the installation methods, but were told to not worry about it because we wouldnt feel the uneven surface. We left on an extended vacation right after the installation and upon return and after walking on the new flooring over the next few weeks, we identified significant sponginess in the flooring in the areas where we had expressed concern about during the pre-leveling process. In addition, we found other significant installation problems and damage to the flooring caused during the installation that were not obvious to us in the first few days after the installation.We contacted the manager of the LL Flooring store and expressed our disappointment with the installation. We received our first email from LL Flooring on 12/4/23. We requested LL Flooring have someone come out to look at the issues, but they refused, indicating only the original installers could do that which they ultimately did on 3/4/24. The result of the assessment was a proposal from LL Flooring to make repairs received by email on 3/20/24 which only addressed 3 of the 15 issues we had previously submitted in writing to LL Flooring. We responded to LL Flooring on 3/26/24, stating that the proposal was insultingly incomplete and unacceptable. It has now been nearly 8 months since the installation and none of the issues have been resolved nor the installation completed of the transition molding. We want LL Flooring to provide a qualified installer to make the repairs and finish the installation work. We feel that that as senior citizens (I am now 72) we are being taken advantage of and deliberately ignored until the warranty time period expires.

  Business response

  07/12/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns.According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines.At this time, the consumer can expect to be contacted by their case representative for further assistance.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired LL Flooring to replace our flooring.In the process they destroy footings under dishwasher and hide it. Our dishwasher stop function properly. We complained to the company. They opened warranty case #****** in the beginning of May this year. Since this time our numerous attempts to communicate with them failed.The dishwater is not functioning properly and we will need to replace it. We send them multiple photo of damages.

  Business response

  07/03/2024

  Thank you for reaching out to us.  We currently have an open case file for this customer and we are actively investigating their concerns.  

  Customer response

  07/08/2024

  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

  07/09/2024

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Oct 7, 2022 is the date of sale. About a year later September to October 2023 the flooring start shifting and there are gap through out the kitchen. The flooring start coming up in the kitchen. The flooring was not installed correctly in the kitchen. The product has a lifetime warranty and installation of a year. The installer did not install flooring under the stove until later on and there was lack of connection of flooring through out the kitchen. They refuse to honor their warranty. Also trim came off in the dining area. They came and replace the trim about six months later, but refuse to repair the kitchen.

  Business response

  07/03/2024

  Good Afternoon I have reviewed the case and based off of the case information the rep offered assistance within the confines of the warranty although the customers concerns are not covered. Should the customer would like to proceed with what was advised to them in the email please reach out to the case manager. 

  Customer response

  07/03/2024

  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.
  
  Please find attached pictures of LL Flooring correcting the defect of flooring in the dining area. Why would the dinning area be a covered warranty, but the kitchen not.  I have provided support that the flooring has a lifetime warranty. I have been fighting this for several months now. 
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  07/12/2024

  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. We have educated the customer about their concerns to be able to better assist them within the warranty guidelines. 

  Customer response

  07/22/2024

  I have received a resolution on my complaint with LL Flooring.  I just go email with advertisement about purchasing more flooring. I would like for you to use all measures avaiable to resolve this issue.  LL Flooring does not want to honor the terms of the lifetime warranty. They have no basis for not honoring the warranty.
  
   
  
   
  
   
  
   
  
   
  
  Thanks for your assistance with this matter.

  Business response

  07/28/2024

  Thank you for reaching out to us. We apologize for any inconvenience the consumer may have experienced. Our team has thoroughly assessed the flooring conditions based on our product and installation warranty guidelines. Weve also provided the customer with information to better address their concerns within the warranty framework. If theres anything else we can assist with, please feel free to ask.

  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.
  
  LL Flooring has not offer anything to rectify the complaint.  LL Flooring took several months to even exam the problem.  They took moisture test several months after the defect in the flooring was discovered.  Their testing should not have any barren on problem, because it was not timely.  They have no basis not to adhere to the lifetime warranty. 
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  07/29/2024

  Good Evening, 

  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. We have educated the customer about their concerns to be able to better assist them within the warranty guidelines. 

  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.
  
  LL Flooring has not offer any type of solution to the complaint
  
  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. ↩