Complaints

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.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have already filed a complaint in regards to this matter but have yet to get a resolution. Its been 2 weeks now and I keep getting the response that they are waiting to hear back from the production facility to hear their response. Because of this, I cant continue my job for the customer and they are becoming impatient and frustrated. Although they know its out of my control, they are still very unhappy. I fear that this could jeopardize other jobs and word of mouth for future business. I wont get paid until this job is completed and need a response so that I can inform my customers. Although I get responses from the company they are very vague and get no responses when I ask questions. This turf was clearly damaged from the moving or loading phase as you will see the attached picture of what the inner tubing looks like. Please help in getting this resolved in a timely manner. Thanks in advance!

  

  Business Response

  Date: 08/21/2023

  Good afternoon **** at this time we are showing that The replacement order has shipped
  
  Carrier: XGS
  Tracking: 13715350
  Delivered 8/17 
  
  

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I contacted this company to resolve a damaged product received. The damage was regarding artificial turf that comes in a roll. The website states to inspect your product for damage but does not specify to completely unroll the product and inspect. That would be very hard to do with a 15 foot by 11 foot product. That takes multiple people to do and the carrier did not wait around for this. Once I unrolled the product, I found multiple tears at the end of the turf roll (not possible to see unless you completely unrolled the product). A good portion of the product is unusable and in turn makes the entire product unusable. I called the company and they stated because I didnt fully unroll the product and inspect that they will not do an exchange or return. They said they will only credit the square footage of the damage. Again, there was absolutely no way to know this portion of the turf was damaged unless I completely unrolled the turf and inspected which would have taken multiple people to do. It looks like whoever loaded the item pierced the internal tubing that keeps the turf formed during shipping with the fork of a skid loader as the cardboard tube is completely damaged as well.

  

  Business Response

  Date: 08/07/2023

  Good afternoon ****, I do apologize about the damage caused to your turf roll. I do see that your case manager ******* is currently working with the production facility to see how we can assist you further besides a salvage credit. Once I review this with her I am more than happy to update you with a resolution. 

  Customer Answer

  Date: 08/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait to see the resolution for this matter.  As mentioned, with this being a custom order, I dont believe a partial credit for only the areas damaged will be appropriate as any damage jeopardizes the entire piece.  I will wait for the business to respond.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:08/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I placed an order on 22 July 2023 with an expected shipping date. I recieved an email stating that they were experiencing productions issues. I asked for my money back and to cancel my order since they could not meet my timeline due to product long lead times.The agent then told me that my order was shipped but couldn't produce the Tracking number or BOL. They refuse to give my money back or to produce shipping documents. I have attached the email that I received from the company.

  

  Business Response

  Date: 08/07/2023

  Good afternoon ******, I do apologize for the delay with your order shipping. I do see that this order was supposed to be a quick ship order and had a lead time of Jul 24 - 27 and the order was not picked up by the carrier until 8/1. May I ask if you would still like to return the roll? If so I can request a pick up label and have it returned as long as it is still palletized and uninstalled. If not I am more than happy to issue you a refund for $80.62 for the difference you paid for a quick ship order that did not ship within Quickship lead time. Please let me know how you would like to proceed so I can assist you further. 

• Initial Complaint

  Date:07/13/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  June 28,2023 I order rubber mats from RubberFlooringinc, aka Flooringinc,Garageflooringinc.YThis order was aquick ship item.Website states that quick ship items are not custom cut, they are rolled and ready to ship 2-3 business days. My order did not ship ontime. I checked on it and was told it would be **** days from date of order(although I was charge the quick ship price). I later got an email stating there was a "production issue" and my order would ship (leave the company) on July 2023-- it arrived several days later by transit. Too late for my home project. They invited me to call and discuss other options. Quick ship is a slightly higher price charge than traditional ship items. I replied to credit the difference .No response from said company. On July 12 and 13th I called said company.I called, left message, emailed customer service, constantly redirected to use the web chat or speak to an agent-- no agent available. Not able to acknowledge my requests I finally decided to cancel said order and got run around. The person I was emailing in customer Service insisted that she could not file my cancellation. Yet when I finally was able to enter my comments in the webchat--She is the person that replied...stating it would be taken care of. Later she sent an email (same day 7/13/23) saying my item shipped and they cannot refund. I fwd the email from customer service showing my item not only has Not shipped, but it will also Not ship until 7/20/23.I have reported it to my credit card and want to report to BBB as well. they are aware I will be contacting you. I spent nearly 5 hours on July 13 trying to get this resolved only to get an email hours later from the same customer service person that handled my cancellation stating my item has cut and shipped and i would not be getting a refund. Again this was not a special order- nothing was "produced for me, special cut and clearly not shipped.

  

  Business Response

  Date: 07/14/2023

  Good afternoon *********,

   

  I sincerely apologize for the confusion and the lack of communication on our part. I was able to review this issue with **** and advised her that we will request to have the shipment returned at no cost to you and we will be issuing you a full refund for the $650.04. This refund will return to your AMEX and refunds do take approximately 3-5 business days to see it back in your account. I did call and leave a lengthy VM with you as well advising what we will be doing. Since we do have to contact the carrier R+L carriers to request the return, I would like to be transparent in advising that we do need to wait for confirmation from them that they will be returning the shipment and I would like to see the movement back to us before we can proceed with requesting the refund, so It will most likely be Monday until we can get the refund request in for you. 

   

  Please feel free to contact me directly if you have any questions or concerns regarding this information. My direct email is **************************************************** 

   

  Thank you *********

  Customer Answer

  Date: 07/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  May 19th I have placed an order. The order came back weeks later saying that it would not be shipped until the 19th. They gave me an option to transfer the funds to a product available and gave me a new confirmation number. They are not responding to me, there is no answering of their phone. I have spent HOURS trying to get ahold of someone. Once I requested a cancellation on their live chat option on the website, it replied with they cannot find an agent. We want our refund. The site clearly states refunds are available within 30 days.

  

  Business Response

  Date: 06/16/2023

  *******, I do sincerely apologize that there was a delay with getting the order for the 12 cases of the **** Intellect Carpet Tiles out to you so we proceeded with a transfer of funds to a new order for the 12 cases of the  ShadowOn Trend Carpet Tiles. It looks like that had been requested on 6/9 and there was a delay in getting that transfer completed. Our customer service team has requested your refund at this time in the amount of $1,682.62 back to your account and you should be seeing the refund in approximately 3-5 business days. I will have our customer service rep ******* you with the refund update. 

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered flooring from this company. A week later, they told me they no longer carried the product as advertised. Then they refused to cancel the order and refund my money unless I call them. We have been communicating via email and they keep telling me to call to discuss other options, but I have already told them I am no longer interested in purchasing from them. They said their policy was that I have to call to cancel my order - but its a non existent order since they dont even have the product. I do not have time to call them, wait on hold, and have to deal with them trying to sell me something else. *** disputed the charge with my credit card company.

  

  Business Response

  Date: 05/12/2023

  Hello!

   

  I am so sorry for al the complications that have involved your order. Your order has been cancelled and you will receive a full refund. Thank you for your patience. 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered about 60 mats for a home gym that arrived with lots of water damage and discoloration. We have asked for our money back and to return the mats but Flooringinc has been very difficult to deal with and so far has not been willing to issue the refund for the mats, the shipping costs, and the labor costs to have the mats installed.

  

  Business Response

  Date: 04/19/2023

  Hello

  We are so sorry for the hassle

  With the information provided we are unable to pull up an order.

  May I please ask for an order number so we may further assist you with this issue.

  Thank  you!

  Customer Answer

  Date: 04/19/2023

  I was never emailed an order number. One of your representatives reached out about one week ago and had a request number of (******) The shipping address was ****************************************************************************

  

  Business Response

  Date: 04/19/2023

  Hello

  Thank you for sending in pictures.

  The pictures and issues were reviewed with Management 

  After review of the images with management. There was no issues reported to ** and you installed the product.

  We apologize that we can not issue a replacement or a refund.

  The reasoning being you did not report any issues and by installing it you accepted the order.

  It should not have been installed and we should have been reached out to within 7 days of delivery with any issues.

  Have a great day

  Customer Answer

  Date: 04/20/2023

  Your website states a 30 day money back guarantee. Did something change from this guarantee that you made? The damage on the mats was not visible until they were installed. It would have been impossible to see this damage when they were all stacked on top of each other

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On February 20, 2023, I ordered and paid for 480 tiles from Rubber Flooring Inc. They charged me for 480 outdoor sports tiles. On March 1, 2023, the tiles were delivered in 10 boxes. I did not open and inspect these 10 boxes, as they are outdoor tiles and the temperatures were single digits. i was not going to open the boxes until the weather was warmer and the tiles would not damaged and laid down on the sport court. On the first warm day of spring i opened the boxes to find that only 40 tiles were in each box. The order was for 480 tiles and only 400 tiles were shipped. I have confirmed with their customer service that only 10 - 40 tile boxes were shipped however they refused to provide the 80 missing tiles. They contacted me to pay for 80 additional tiles. I have explained to them the order was for 480 tiles and they only sent 400 tiles. I need the other 80 tiles to complete the sport court and they refused to send even though they i paid for 480 tiles. Just need to get this resolves so i can move on. Would like a phone call with BBB and the Rubber Flooring Company who is stealing from the customer.

  

  Business Response

  Date: 04/14/2023

  Hello!

   

  We are sorry for all the hassle to get your full order delivered to you.

  You were in contact with one of our agents and she was able to make a replacement order of the ProGame Sports Tiles for you, getting them shipped out ASAP.

  Again we apologize for any inconvenience this may have caused.

   

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Rubber Flooring and accessories were ordered and paid for on 25 November 2022; $954.79. The company has not responded to multiple attempts (38+ over 5 months) to contact via phone, email, IM and voice messages. Their website provides no updates nor reasoning for delay.

  

  Business Response

  Date: 04/13/2023

  We are sorry that you never received your order. An agent has reached out to the manufacturer so cancel this order and task the accounting team to give you a full refund.

  Thank you for reaching out and letting us resolve this issue. 

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 13 of 2023, I placed an order for flooring. Shipping was free and was supposed to arrive in 3 days. I never received tracking information on my order. My order finally arrives 4 days after promised and it arrives damaged. I immediately take pictures and email customer service and call in. They seemed like they genuinely wanted to fix the problem, then they just stopped responding. I then wrote a review on bbb and they responded to that saying they have processed a new order and I will receive tracking on **** and I never received that. Ive sent several emails since to no avail.

  

  Business Response

  Date: 03/30/2023

  Hello

  Our Sincere apologies for the delivery experience and all the hassle involved in getting your damaged Nitro roll Replaced.

  A New Order has been placed for the damaged Nitro roll and will ship out 3/31/23

  Order number 4709586

  You will receive tracking information via Email.

  Thank you for your patience