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Business Profile

Floor Coverings

Copper State Flooring
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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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Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Product 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.
    We purchased flooring from this company in late 2024. When originally discussing with their Sales Manager the pricing for the product line we were considering, he said we could get 15 cents per sq. ft. off the list price based on the size of our project. When we went to place the order, he changed it to *********************************************************************************************************** stock and ready come the installation date. When I received the first invoice, he charged us the full list price. I had to get him to correct this (purely unintentional?) mistake. However, he also included a charge of $454.86 for an additional item which he thought may be needed for the project (even though their installer told me it was unlikely). He assured me that they would refund me if it wasnt used. Unfortunately, I agreed to this and paid the invoice in full as he said they required.On December 12th, it was confirmed that the item would not be used and he acknowledged that I was due a refund. However, in spite of multiple requests I have made of him and of the owner since then, I have not been reimbursed and they stopped responding to my *********** addition, the installation itself was fraught with several issues that I wont detail here. Suffice it to say that of the many home remodel projects weve had done over the years, this was the worst.I am seeking a refund of $454.86.

    Business Response

    Date: 01/23/2025

    This was my response to Mr ********* ****** review. I resolved this matter on the same day.

    Hi ******,
    I am sorry to hear about your poor experience with our company. I handle all of our refunds and when I was out of town your refund went to the wrong person in our office; unfortunately getting lost in the shuffle over the holidays, which is completely unacceptable. 

    The automated Holiday emails that were sent out unfortunately were do not replyemails. Your response(s) to those emails were never received and I deeply apologize for that. I only became aware of the situation when I saw your ****** review on January 14th. I immediately put a refund check in the mail the very same day, refunding the plastic vapor barrier that was no longer needed and I also refunded the $0.05/sf that my sales person should have honored as this was the original price you were quoted. 

    We pride ourselves on our customer service and Im very sorry you did not receive the service you should have. I have addressed this situation with all of my sales people so this never happens again. If you have any issues with your flooring or have any questions, please contact me directly at ************. 
    Thank you for your business!
    *** *********
    Copper State Flooring, LLC

     

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