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Business Profile

New Carpets

Floors and More, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Floors and More, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Floors and More, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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:11/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      New floor paid 12000 dollars was told it had a 20 year warrantie it started to peel in several places when was about 13 months we called about 8times they never returned the calls I sent them 9 emails I went to store they came and looked at it said flooring was faulty it would have to be replaced 1week laiter they wouldn’t replace because a wheelchair had damaged it thare is a wheel hare ramp the va put on about 5 years before flooring was installed ther wasn’t a wheelchair on the new flooring I am 100% combat veteran I fill I’m been discriminated I am 80years old I would like to repair this flooring thay were paid good money for it

      Business Response

      Date: 11/07/2024

      The floor is no longer under warranty.  It has been two years, November 2022, from when the floor was purchased and installed.  We had a one-year labor warranty.  There is also a manufacturer's warranty, and we tried to help him with that.  When we went there to look at the floor, there has been a wheelchair ramp added since then.  He was even in a wheel chair while we were there.  The product is not rated for wheelchair use.  We sent pictures to the manufacturer showing the product.  They said they would not cover it, as he was even in the wheelchair in the pictures they saw.  The brand is the top selling brand that was installed in his house.  We haven't had an issue with this from other customers.  It does not appear to be a manufacturing or labor issue.  It is a consumer issue. 

      Customer Answer

      Date: 11/07/2024



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      *** ****

      Business Response

      Date: 11/18/2024

      We came out to see what could be done to help with the floor to see if we could make a repair.  It was already out of warranty.  We did not say it would be replaced the floor.  We came out to see if something could be done even though it is past the warranty.  The wheelchair in the picture is a big heavy, electric wheelchair.  The manufacturer has the warranty.  If the manufacturer said to replace it, we would.  They do not cover the floor if a wheelchair has been used on it.  It is not designed for that.  We can't repair it, because it won't hold up to a repair if it is still used the same way.  We don't get complaints with this flooring, because it holds up well.  It is a commercial rating, but it is not designed for heavy, rolling loads.

      Customer Answer

      Date: 11/18/2024



      Complaint: ********



      I am rejecting this response because:  a wheelchair did not cause it their is places where a wheelchair coudent possibly go that it peeling



      Sincerely,

      *** **** 

       


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