ComplaintsforLL Flooring

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Read the reviews people!!!! Same story over and over and over ............ LL Flooring is the worst! They sell defective flooring and will use every excuse in the book to not stand behind their products! Worst customer experience ever!! DO NOT GIVE ********************** YOUR MONEY AS THEY DO NOT CARE ABOUT THE CUSTOMER!!! I will be passing out copies of all these horrible reviews to LL flooring customers.

  Business response

  07/02/2024

  Hello and thank you for the inquiry!

  After reviewing the account, the case manager reached out to the consumer today via email to review the details of the warranty case. For any questions/concerns, we encourage the consumer to speak with the case manager directly. Please advise if anything further needs to be addressed.

  LL Flooring Leadership Team

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2021 I purchased flooring and they didnt show up until August 2021 to install. There is a lifetime warranty. They have fired the company they had install it because of so many complaints on their work. My floor is bulking really bad. They have pictures etc. I have a case #******. They assigned it to a Destiny. I can not get anyone to call me back. All my calls go to Honderus and just say all they can do is send an e mail to Destiny. Last time I talked to her was over 6 months ago. Case was file 4-26-23 I believe.I really need help in the situation. I have done and provided everything they have asked for and Im getting no where. They have ghosted me.

  Business response

  06/28/2024

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their business model seems to be a change order Scam. After paying 100% for materials and install and our old floors were ripped out and taken away, we were told our floors were uneven and need self leveling concrete installed. They estimated Delivery fee of $295, 30 bag of concrete at $1289 and Labor of $2550 and 3 gallons of primer ******. For a total of $4796.26 They said any not used would be credited back, including labor.It took the installer only 4 hours to complete the work, but they wont credit back labor at a proportional, hourly rate, so essentially you end up paying over $500 an hour for labor.They are evasive intentionally when asking for a resolution. I am willing to pay for work performed, but $500 an hour for labor is ridiculous and predatory.

  Business response

  06/24/2024

  Hello and thank you for the inquiry!

  After review, we are unable to locate the consumer in the database with the information provided. Can we please have either the purchase order number or the customer ID number so we may access the information? Thank you in advance for the assistance.

  LL Flooring Leadership Team

  Customer response

  06/24/2024

  Better Business Bureau:
  
  The account was set up by my wife, *******************.  Which is why I included our address in the submission.  *************************************; 98226 
  
  
  
  

  Business response

  06/27/2024

  Hello and thank you the inquiry!

  After review, the change order was approved and paid for by the consumer on 6/17. The installation department reached out to the Professional Independent Contractor on 6/27 and received confirmation that all material/labor services were utilized during the installation. Please advise if anything further needs to be addressed.

  LL Flooring Leadership Team

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/12/2020 $12268.00 Complaints have been filed with the company since September or October of 2023. We have a piece of the flooring that began to have some give in it so my husband (***********************) called and spoke to customer service about them coming out for a warranty repair. This did not happen. They continued to blow us off. My husband then contacted the local store and they put us in contact with the installer. He came out in January or February. He said that it was the product that was damaged on install and that it did need to be replaced. This began the run around with telling us that they no longer sell the product so if we find it they will replace it. Then they changed their mind on that to its out of warranty. When I provided them with the invoice that it is a 50 year product warranty now they are avoiding us. We have stated with each pointless phone call that we will pay the labor but they need to provide the product as it is under warranty. The biggest issue is that our entire house is the same flooring if they no longer have this product that has a 50 year warranty then they will need to replace all the flooring to match. The way they did the install is it just flows from one room to the next. They did not do any breaks from room to room. It is my belief they are hoping we will go away so they do not need to do a complete reinstall of the entire house. We now have the piece that has cracked and a part of it is missing. This is a hazard. When waking your foot, sock, shoe can get stuck and you will trip.

  Business response

  06/26/2024

  Good Afternoon,  
  
       Thank you for letting us know this customer is continuing to have issues with their floor. We apologize they feel they are getting the runaround.  I am happy to reopen and re investigate their concerns. I will be reaching out to them within the next 48 business hours to discuss more details. 

  Customer response

  06/26/2024

  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.
  
  I am not okay with this proposal of reaching out to me in the next 48 hours as I have been waiting for them to reach out to me for a resolution since September or October of 2023. I need to have in writing what the reaching out to me will entail and what they prose to resolve this situation other than the continued run around. I have made several calls to this businesses customer service department and I get the same message when I contact them directly so is their stating they will reach out to me to be believed? I think not. I would like them to state in writing what their proses resolution is. My request is repair the faulty material that has a 50 year warranty and was delivered, prepped, and installed all by this company or for us to receive a full refund for material and labor. 
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  06/27/2024

  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.
  
  Once again, stating that they will reach out to us within 48 hours is the same thing we have been geeing since September or October of 2023. We have been directed to customer service where someone by the name of ***** has put into record that the issue was resolved when I personally have never spoken to her. I always get someone to take my message, tell me they understand, and ***** will call me back. They tell me her hours are 6-3 Virginia time. So I honestly have been awake at 3am California time waiting for calls and they never come. So no, my husband and I reject this offer of a phone call. We want action. We want the repair, replacement, or refund to take place. I should also bill them for my time and my husbands time away from work trying to deal with this matter. At this point it is one of three things: repair, replace, or refund. They never have offered any of it. They always offer to call us back weve been waiting for these calls since September or October of 2023. This is enough. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with LL Flooring located in *******, **. I paid in full up front was told by their store manager that LL Flooring holds the funds until we had a final walk through and I signed off on everything being completed to satisfaction. However, I never had this walk through and the installers had to come out multiple times to fix things and ended up not installing a piece. When I contacted LL Flooring they refunded me the cost of the piece of flooring but told me they had already paid Watsons installation and I would have to go through them to get the $89 refund owed. I continue to get the run around from ****** and LL Flooring and both are now blaming each other and avoiding my calls. I've been told multiple times from *** the store manger he would follow up on thing and get back to me and I have yet to hear back from him over the last few months. Now they're saying it was a transition and 2 were installed and that this was all that was charged however this is incorrect. I have an 8 foot open space on my landing that was never properly covered that was part of the initial quote and cost.

  Business response

  06/19/2024

  At this Time LL Flooring does not have a Compliant Case opened for this customer.  We will reach out to the customer and discuss their concerns and address them accordingly. Thank you for reaching out and letting us know. 

  Customer response

  06/20/2024

  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and awaiting the results from the business looking into the issue.

  I will reiterate, that the fact there's nothing already submitted only solidifies the issue with the *************** I have spoken to *** and ***** multiple times and repeatedly brushed off or lied to. I have requested the opportunity to speak with someone above them and have been denied this. Both ***** and *** have said there was nothing noted/documented even though I've spoke with them multiple times about the issue, their response, if I receive any at all, has been that they see nothing wrong and there is nothing I (the customer) can do. I have been lied to and misled by these two employees and strongly recommend further investigation into this location in general.

  I will review the findings once the business completes its inquiry. If the company does not perform as promised I can get back to you at: **********************************************.
  
  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. ↩