ComplaintsforLL Flooring

• 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,
  
  ***********************
  
  
  
  
  

• 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

*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. ↩