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:03/24/2023

  Type:Sales and Advertising 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 am a general contractor. I purchased 20 rolls of 4' wide rolled rubber flooring on 1/5/23 from Rubber Flooring Inc. also known as Flooringinc. Product was delivered about one week later on pallets with each roll individually wrapped in shrink wrap. When my installer started to unpackage the rolls it was discovered that 11 of them had huge gashes or a cut all the way through the rubber about 6 inches long. Each cut was in the same location on each roll as if it was caused by a machine during manufacturing or packaging. I immediately contacted Rubber Floor Inc for replacement or refund. There were enough rolls left to install one room. After installing one room, it was noticed that every seam had a defect. The flooring material was not cut square along the edges and also varied in thickness throughout which caused the seams not to match up. I immediately notified Flooring Inc. about this additional problem and let them know that we would not be able to use any of the material on this order. The process with flooring Inc for getting the material replaced or refunded was difficult and slow. A person named ****** ** ** **** *** my contact assigned for handling my case. This dragged out for several weeks with excuse after usually saying that the manufacturer was reviewing everything. On 3/10/23 I had gotten the second of two partial credit for the damage, but only the rolls with the cuts. I enquired about the remaining credit for the other defects and ****** completely stopped replying to my emails or returning my calls regarding the other damaged product. I then sent a message to the company through their chat system on 3/6/23 and let them know I am not getting a response from ******. On 3/9/23 I got a reply from ****** and now she is wanting more pictures for the seams / thickness issue to start a whole new review process even though I had notified her of this issue on 2/3/23. I am very frustrated with this process now but i send the additional pictures requested on 3/15/23. No response. On 3/20/23 I email again and ask if she would acknowledge receipt of pictures and provide update. its 3/25/23 and no response.

  

  Business Response

  Date: 03/27/2023

  Hello!

   

  We are so sorry you received damaged or defective product.

  I show that you sent in pictures of eleven damaged rolls and you were refunded for those rolls 

  Thank you for sending in the pictures of the remaining nine defective rolls.

  The agent you are working with will review your photos with management and get in touch with you about the refund for the remaining Heavy duty rubber rolls that are defective.

  Thank you for your extreme patience and will will get this issue resolved quickly.

  Have a wonderful day

  Customer Answer

  Date: 03/29/2023

  This is taking entirely too long. I had informed ****** **** **** in writing on February 3rd that the remainder of the product was defective. She waited until March 9th to ask for more pictures. I have sent her the pictures and it has now been another two weeks since then. She keeps referring to her manufacturer to review the pictures. Obviously they are just the middle man giving me the run around and no regard for quality control. Take responsibility for your junk product and refund my money!!!

  

  Business Response

  Date: 04/03/2023

  The manufacturer stated that this order was delivered on 1/13 and the first email about (10) rolls being damaged (and 1 defective)was made on 1/27 in which they agreed to issue a credit memo for those (11) rolls. 

  Then on 3/27, they received another email stating that it was all (20) rolls being damaged and/or have various thicknesses which was close to 2 months after the first claim. 

  They stated there was a large gap between the issues as only 11 were brought to our attention initially and the other 9 were not mentioned until a dispute was filed. 

  They stated that anything could have happened during that gap that were not related to the roll quality, i.e., installation issues. 

  They stated that many of the rolls appeared to have damages caused by the installer using tape to secure the rolls which would not be considered a manufacturing defect. 

  They were also unsure if the proper adhesive was used to hold down the seams and the rolls.

  The installation looked to be complete and they were unsure of why the installation would continue when there were concerns. 

  They reached out to their supplier and they are not able to  offer any support due to the reasons listed above. 

   

  
  

  Customer Answer

  Date: 04/06/2023

  This company, Rubber Flooring Inc., is totally dishonest. They say they were not notified until 3/27 of a problem with the thickness of their product. This is a complete lie. See uploaded email to ****** ** ** **** in which I explained that there was a thickness problem with their product. This email was sent on 2/3, not 3/27. They claim that "anything could have happened" in the two months gap that I waited. Well I did not wait as you can see since the email was sent two months prior to what they claim. this email also contained photos in which you can clearly see in multiple places where there is severe lippage at the seams. This clearly indicates that the material is not a consistent thickness. They are trying to lie their way out of not taking responsibility for selling a defective product. They try to make excuses such as they are "unsure if proper adhesive was used" or that we "used tape". We did in fact use the proper glue which I can prove and we did use some tape but this is irrelevant to the real issue which is that they have a major problem with their manufacturing process regarding thickness consistency. Why won't this company take responsibility for selling a defective product? They pass the buck to whoever their manufacturer is and let them be the judge on whether or not something is defective. I was not doing business with whoever your manufacturer is. I was doing business with Flooring Inc. and they should be able to see that there is a problem with THEIR product. 

  The bottom line is this. I ordered a material that was advertised to be 8mm thick - no more or no less. What they sent me is a material that varies from 6mm or less to 8mm. I expect to be refunded for not getting what I ordered.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair 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 purchased a 10 foot modular dance floor kit on 2/12/23 (Invoice ID *******). I was told to go through my order and follow up with any issues within 7 days of receiving my order.
  
  When I received my order, about 1/5 of the tiles were peeling apart (19 of them). I contacted the company through online chat twice about this issue, with the first time being ignored and the second time I was told someone would help...then they came back and told me no one was available in that dept at that time. (I received email summaries of the chats, if I need to provide them).
  
  My husband (see cell in the above info) then called multiple times on this issue. After being on prolonged hold each time, he was told they would call him back. This is now well about a week and a half ago and no one called from Rubber Flooring.
  
  I was looking for an easy fix, like maybe Rubber Flooring could at least just mail the glue for me to fix them. I'm very frustrated after all of this. Rubber Flooring delivered a "broken" product, which wasn't cheap. It shouldn't be so hard to have this fixed.
  
  Thank you in advance.

  

  Business Response

  Date: 03/13/2023

  Hello!

   

  I am so sorry you received part of your order damaged.

  May I please ask for a couple of pictures of the damaged tiles along with the shipping package/Label.

  You can upload the pictures directly to this Email.

  May I also confirm that you have (19) Modular Dance Floor Tiles  Damaged/Peeling?

  Apologies again for any inconvenience this may have caused.

  Look forward to correcting this issue for you.

   

   

  Customer Answer

  Date: 03/13/2023

  Hello,
  I looked for your email to send you the photos, but don't see it in the body of your message, so I'm replying here (BBB only allowed me to "accept" or "reject" your solution, so I apologize that I had to "reject" it so that they wouldn't prematurely close my complaint).

  
  Yes, it was originally 19 tiles that were peeling off. Since then, more are having the same issue, so a glue option would be helpful (and any recommendations for future issues like this). I took photos, but it's hard to show unless I'm holding each tile, and BBB is also limiting the number I can attach. Please let me know if you would need for me to send more, and what address I should be emailing.

  
  I appreciate your response and assistance. 

  

  Business Response

  Date: 03/16/2023

  Hello!

   

  I am so sorry you could not upload the photos through this portal

  You said originally 19 and now more are having the same issues.

  Please let me know how many.

  You can send the photo to my email **************************

  Thank you!

  Customer Answer

  Date: 03/23/2023

  
  
  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:02/06/2023

  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.

  On December 6, 2022, I purchased 197 Impact Rubber Tiles 3/8" thick (Order Number: *******) for $2,214.05. Instead of what I ordered, I received 5 boxes with 97 High Density Soft Tiles and 5 boxes with 100 Impact Rubber Tiles. I began installing the incorrect tiles and did not realize there was an issue until I opened a box and the tiles were not the same. At this point I called the company and told them I had been sent an incorrect order. I was told I could not return what I installed. That is fine, I will return what I did not install (the impact rubber tiles, which were what I initially ordered.) I was told, What you ordered was the soft rubber tile, we feel that when you started installing you would have realized at some point those were not what you order and that I would need to pay for shipping to return the tiles. Since this mistake is clearly the companys for sending two different tiles when I ordered one, it should be their responsibility to resolve their mistake. They should pay for shipping and allow me to return the mismatched tiles for a refund, regardless of the fact that I installed the incorrect tiles. I ordered the tiles, but it is not my job to know the difference in all their inventory.I have reached out to the company on numerous occasions via both phone and email and their communication has stalled.

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  We are so sorry you received the wrong tiles, making installation a hassle and confusing.

  One of our Agents Sela has made arraignments to review your order over the phone.

  I have great confidence that Sela will be able to resolve your issues.

  Please continue your communications with her.

  Thank you for your understanding and patience.

  Have a wonderful day!

  Customer Answer

  Date: 02/08/2023

  I have been in contact with ****** and ****. Neither have been consistent in communication or helpful. I have been told repeatedly that it was my fault that I installed the incorrect tiles, even though the company SENT the incorrect tiles. I have asked repeatedly for this to be escalated and it has not. I do not accept this response at all. 

  

  Business Response

  Date: 02/13/2023

  Hello!

   

  I hope you are having a good day!

  I show that Sela Provided you with return shipping labels and a pick up of your packages on 2/13/23

  Once the tiles are checked back into our warehouse you will receive a full refund.

  My apologies for any inconvenience and misunderstanding.

  Have a wonderful day!

  Customer Answer

  Date: 02/17/2023

  
  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:01/24/2023

  Type:Sales and Advertising 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 purchased some mats from this company in October of 2022. Upon receiving them I was not happy with the product and felt they were unsafe for the for the purpose they misleadingly advertise them for. I attempted to initiate a return for them but during communication via email the customer service representative simply stopped responding, essentially not allowing me to return them. Upon leaving a bad review for the company another employee reached out and restarted the return process. I sent them back the product with shipping labels provided from them. Then they confirmed to me via email that they received them back at their warehouse, but did not issue a refund. I attempted to reach out this this employee multiple times but she simply stopped responding to me as well. A few weeks later I on 01/20/2022 and spoke to another customer service representative who advised she was going to escalate the situation on their behalf and get to the bottom of the failed return. She advised she was respond with an email by the end of the day of over the weekend. and I should get the refund by Monday. But she failed to do by then and never reached back out to me via email and she indicated she would. I attempted to call again but I was given more excuses and they are simply failed to return me my money that is owed.

  

  Business Response

  Date: 01/25/2023

  Hello!

   

  Apologies it has been such a hassle to receive your refund.

  Your refund was issued on 1/24/23. A Full refund minus the Return shipping fee of $72.74.

  It may take 3/5 business days to see the funds back in your account.

  Thank you for your patience.

  Have a wonderful day!

• Initial Complaint

  Date:01/18/2023

  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 purchased rubber flooring from them on 11/5/2022 and they never delivered the product. I have called multiple times and keep getting promised that they will get back to me with a solution. I called on 1/16/2023 for the sixth time requesting a full refund. They still have not processed it. My order number is *******

  

  Business Response

  Date: 01/20/2023

  Hello!

   

  I am so sorry you never received a refund for this order.

  A FULL refund has been issued for this order.

  It may take 3/5 business days to see the funds back in your account.

  My apologies for any inconvenience this may have caused.

  Have a wonderful day!

• Initial Complaint

  Date:12/27/2022

  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.

  Ordered Blue and Gray tiles from Garage Flooring **** their garage flooring company. Tiles are advertised as having a limited lifetime warranty. After 3 years, approximately 30 of the gray tiles cracked and became brittle. Extra tiles stored in my A/C house also became brittle and cracked when I tried to replace them. The blue tiles are fine and not brittle.I contacted customer service and sent them photos and they replied that it could be covered by the warranty. They then came back to me and said after "reviewing the photos" they determined that it was not covered. Clearly, the plastic became brittle only on the gray tiles and the company is refusing to stand by their warranty. The warranty is a scam and the company advertises it as a selling point. The fact that only the gray tiles became brittle and cracked and even the extra tiles in the box cracked should tell you that it is a manufacturing defect and should be covered.

  

  Business Response

  Date: 12/30/2022

  Hello!

   

  My apologies that you are having problems with your Nitro Tiles.

  I reviewed your orders again from 2019 with my manager.

  After much discussion my manager agreed to replace the (30) Graphite tiles as a courtesy replacement.

  This is something that is done as a courtesy because after reviewing the pictures the damage does not show that it would be under warranty 

  Indentation marks in the pictures show a  4 point marks in multiple corners of some of the tiles as well as white indentation lines across some of the blue lines which shows something heavier than a vehicle was applying pressure to it.

  The Graphite tiles there should be no reason they break like that unless under pressure.

  After that being said. I have made a ONE time courtesy replacement order for (30) Graphite diamond Nitro Tiles.

  Have a Happy New Year

   

• Initial Complaint

  Date:12/06/2022

  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.

  Order #*******. I place the order on December 1st, 2022 and paid the total amount. At the time of the order online, I was advised it would be shipped by December 5th, 2022. When I went on their website to check the order status on December 5 and 6, nothing was founded. I was unable to make contact with on them on the telephone after numerous attempts and being on hold for 52 minutes. They never responded to my email or text message with the provided contact information on their website. I provided the picture of my Order and bank statement showing the charge.

  

  Business Response

  Date: 12/07/2022

  Hello!

   

  I am so sorry you never received tracking information regarding your order.

  My apologies also for the hassle it was to get ahold of anybody to get any information.

  Looks like your order shipped out Via YRC Pro 696276078-0

  Estimated Delivery 12/09/2022

  YRC phone number ************

  When it arrives at the local terminal they will reach out to you to schedule delivery, this is something they will not do with us. 
  
  Please inspect your order completely and notate any damage on the proof of delivery before signing for it. This ensures that you will be able to get the damage replaced or a refund for the damage.

  If you do not note damage and find it later we can not provide replacements only a salvage credit. Please inspect it thoroughly before signing.

  If a signature is not required please call us within 7 days to report any damage or issues. 

  Thank you for your patience!

• Initial Complaint

  Date:11/21/2022

  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.

  Date of transaction was 11/5/2022. For the amount of $7,258.78 I placed an order by phone with Rubber Flooring inc. for a custom order of heavy duty rubber flooring. 1/2" thick, 9ft wide by 40 ft long a total of 4 rolls, and another 4 rolls of 9ft wide by 41ft long, and another big square of 12ft wide by 17ft long. All black floors with 10% grey. I specifically asked the sales lady to repeat the order for me three times, and she confirmed a total of approximately 3,000sq ft. ****** came and not even half of what I ordered. They sent 4ft wide mats, the right length but only 4 ft wide. I called them to solve the issue and not only waited 2 full hrs on a call and they still did not want to honor their mistake. I told them to listen to the call, they did, and they admitted they were wrong but would not do anything besides giving me 32% discount which is only 4% more of that I was initially given. And on top of that they want me to pay for the quick shipping option which is completely delaying my opening day. They ended up shipping the wrong measurements ************

  

  Business Response

  Date: 11/22/2022

  Hello!

   

  I am so sorry to hear about all the hassle and inconvenience this order has caused you.

  I show that you were able to talk with one of our sales managers and she was able to help resolve your issues in ordering more rolls to finish your project.

  I do see a note that you are double checking measurements for her. Please keep her updated.

  My apologies again for the error that caused all this hassle.

  Have a great Thanksgiving Holiday!

   

   

• Initial Complaint

  Date:11/15/2022

  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.

  On 7 Nov 2022, I ordered two pieces of flooring for both my vehicles to be place on my recently refinished garage floor to protect it. This was purchased from GarageFlooring INC.com with a given address of ********************************************************* also known as Rubber Flooring INC with a phone number of *****************-479-7420; and other numbers I cannot recall. The items were received damaged, and I called the same day to report the damage and request a replacement. I have been calling this company since Sat 11 Nov every day, several times a day. All I get is a "WE have excellent customer service or words to that effect." I am then told I have a wit time of 3 mins, sometimes 6 moms and sometimes 11 mins. I will be on hold for approximately 30 - 45 mins before I am told they cannot get to me, and I should leave my name and number as I will NOT lose my place in line. I have sent text messages, and emails. I have been on their Live Chat but all I get there is to call a number (which I have called several times) to no avail. This company does not live up to what it says. All I want is for my purchased product to be replaced. I am tired of being placed on hold, no one returning my calls, and a non response from the company. I need your assistance in getting them to contact me and set up a replacement. I look forward to getting a resolution soon as the winter is upon us and I want to have my cars inside and my garage floor protected. Thank you.

  

  Business Response

  Date: 11/21/2022

  Hello!

   

  I am so sorry that you received your Nitro Rolls damaged and also for the hassle it has been to get this issue resolved.

  I see that you have spoken to one of our agents ******, who has requested pictures of the damaged rolls so that he will be able to resolve this issue.

  Please continue with *************** he can move forward. He is still waiting on pictures. 

  Have a wonderful day

• Initial Complaint

  Date:11/11/2022

  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 400 garage floor tiles from this company (200 black, 200 red) and 19 edge trim pieces . I received the order on 10/31/22, however when received I only got 320 garage floor tiles. The shipping document we received said they shipped 7 boxes and I received 7 boxes, however the shipment was short. The packaging was 6 boxes of 52 tiles for a total of 312 tiles and a 7th box of 8 individual tiles and the 19 edge pieces I ordered. This leaves me short 80 tiles(40 red 40 black). When I received the shipment there was no way for me to tell if it was complete. The pallet was shrink wrapped and all we could see the # of boxes shipped equaled what was on the shipping document. Ive tried reaching this company over 10 times to make resolution (email, text line, calling) however they arent responding.. I am asking for my order to be fulfilled 100% or I receive a FULL refund as I cant use the product at all unless it is complete.

  

  Business Response

  Date: 11/14/2022

  Hello!

   

  I am so sorry you did not receive your full order and for all the trouble trying to ahold of someone to help resolve this issue.

  I show that you talked to one of our agents and she was able to make that replacement order for (40) Victory Red and (40) black Coin Nitro tiles

  They will be shipping out ********* 592661746861. 

  I apologize for any inconvenience this may have caused.

  Hope you have a wonderful day.