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Business Profile

Floor Coverings

End of the Roll

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Coverings.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:22/12/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Provided dimensions for our stairs and landing to End of the Roll Maple Ridge . They calculated 204 sq ft of carpet and 204 sq ft of underlay required. When the job was finished there was approximately 50sq ft of excess carpet and 90 sq ft underlay left over. * ***** ***** *** ***** ********** *** ****** ****** ****** *** *** ** ** ****** *** ** ** ***** *** ** ** ******** * ***** ** ***** Invoice #*****

    Business Response

    Date: 05/01/2023

    Here is my response and I hope this helps.

    As mentioned - the customer provided the dimensions, which we used to calculate the needed product. Despite this, we've already offered the customer a full refund on the leftover product once returned. (They hired their own installer to install the product.)

    Despite being "left over", apparently the customer is not able to return the carpet or the underpad, but would still like a refund for it.

    Not many businesses would offer a refund without the product, but in the interest of compromise, we've previously offered to refund the excess underpad even without returning it. This has not been accepted either.

    Regards
    Kerry

    Customer Answer

    Date: 06/01/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.
    The company in question clearly oversold the amount of product required for the job. I have since brought the same dimensions to another End of The Roll outlet who calculated 22% less carpet was needed for the job. They did offer a  $50 refund for a an admitted oversell of the under layer. I believe they overcharged $260.   



    Sincerely,

    *** **********

End of the Roll is NOT a BBB Accredited Business.

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