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:09/13/2022

  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.

  The company has not provided the product purchased.

  

  Business Response

  Date: 09/14/2022

  Hello!

   

  I am so sorry that you did not receive your order.

  I show that the Pro Step Reversible Dance Floor Rolls Black/White were on Backorder/ Out of Stock.

  We have changed the order per the Customer Request to the Pro Step Reversible Dance Floor Rolls Black/Gray. Available to be shipped out ASAP.

  I apologize again for any inconvenience this may have caused.

   

   

  Customer Answer

  Date: 09/16/2022

  I am still waiting on a floor to ship. Here is an outline of what I have dealt with this week. 

   

  9.6- Floor Ordered

  9.7- Tracking Information was sent for said floor with delivery date of 9.11

  9.11- No floor showed up/ tracking information changed to 9.12

  ****- Called and was told the floor needed to be cut. However, I ordered an instock item that wasn't supposed to be cut- was told it would ship out later that day and I would receive a tracking number.- No tracking information was ever sent. 

  9.14- Called and was told the floor was out of stock (so not sure what was being cut on ****) and then told it would be difficult to move my financing to another floor. It could take up to 20 days to process. Luckily, a very friendly representative did help me with this. Was able to switch which floor I would get, and then again said they would send me tracking information that night. No tracking information was ever sent. 

  9.15- Could not reach a person to talk to for a very long time. Finally, due to some major pushing, I reached someone who gave me a direct contact and helped me. Supposedly a floor was ready for me, they just needed to see when it was going to ship. The warehouse conveniently closes by 430pm EST so I needed to wait no until the next day 

  9.16- Checked in twice with my representative about when flooring was going to ship. Could not get an answer from the warehouse. 

  9.17- Still Waiting

   

  I have not received any tracking information and I am not sure if a product is going to be sent. This situation IS NOT resolved. 

  

  Business Response

  Date: 09/19/2022

  I am so sorry this order has been such a hassle and for all the miscommunication.

  I have tracking information for you, your order shipped out Via R&L Carriers Pro Tracking #I894170907. Estimated appointment date 9/21/22. If the carrier has not yet they will call  when your order arrives at the local terminal to schedule a delivery, this is something they will not do with us. 

  I hope you have a great day!

   

  
  
  

  Customer Answer

  Date: 09/28/2022

  The flooring did arrive, however it is not the size I originally purchased. I am still trying to get clarity on this issue. It is not resolved yet. The original floor was supposed to be ****ft wide, the one I received was 4ft wide. It was also supposed to be 2 rolls at 60ft. One role was 60ft, one was 52ft. 

• Initial Complaint

  Date:09/01/2022

  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.

  In my entire life of doing business transactions, I can honestly say that Garage Flooring, Inc. has been the worst and most disappointing from A to Z. Let me be clear, some of it was their fault and some of it was the warehouse and a lot of it was the delivery team. In my opinion, you should run and choose a different provider for your flooring needs. Here is a step by step recap of what has occurred in working with them, so that you can be aware of before proceeding with them.
  Sales team – In early summer of 2022, I started a conversation of what floor would be appropriate for my garage flooring needs. After a few informative discussions, I felt that Diamond Nitro Black made the most sense for my needs because of its cost and durability. Because of the size of my garage (600 sq. feet), I needed two rolls; 10 by 30 for my order and the price jumped because of the customization. No problem. I asked for a price concessions and needed to call back about a dozen times within the span of a week and half or so before receiving approval for a small discount. I was then ready to place my order, but needed it to be arriving when I was back in town and that was a whole production because the sales team couldn’t commit to a specific date or later time frame due to the process of the warehouse/delivery team. After a week or so of back and forth on typical delivery times from the production facility to transportation team, we placed the order.
  After arriving back in town the order came within a few business days of expected delivery time, but needed to re-schedule with my installers to accommodate this. No problem. When the package arrives it is clearly damaged and in bad shape (pictures provided). I am so surprised and shocked that I didn’t know what to say. Then I started looking more carefully and it appeared that the width wasn’t 10 feet, but 9 feet, so I freak out. I call the company immediately and tell them what occurred. They asked me to u

  

  Business Response

  Date: 09/01/2022

  Our customer Mr. L******k called to explain that his order arrive damaged, and also 1 foot short of 10 feet ordered. Mr* ******** advised that he did not want a replacement & understands that since POD was not notated a full replacement/refund was not possible. The normal step to take would be to request the customer to unroll the rolls and measure the damage so we can create a salvage credit. Mr. *******k advised he did not want to take that step explaining also that his installer had advised him not to & that he will "work" to make it all fit as long as we can get an additional piece of flooring to help him patch up the empty space areas. Mr. ******** explained that could not wait for further replacements due to the installer already being paid a non-refundable deposit and that could not be changed Mr* *******k also requested a $100 refund as compensation. We provided the refund and the replacement roll as well. I have reached out to Mr. *******k to review further by phone and have requested he call back. We are happy to assist further in finding a resolution for the customer.

  Customer Answer

  Date: 09/03/2022

  The response was fine from Garage flooring inc and they did leave me a message but has been difficult to get them on the phone or have them call me back.  I would like them to call me again to address my past issues and the most recent flooring sent to me (and arrived last week) that is currently damaged.   They clearly have issues at the factory and with delivery group. 

  

  Business Response

  Date: 09/06/2022

  I called our customer, Mr. ********* to see what we can do to further assist. He explained that his newest order also came in damaged and it was left outside of his garage. I explained to Mr. *******k that due to our carrier dropping it off without a signature and it being damaged, that I can file a claim with our carrier and refund him or send a replacement. Mr. *******k decided that he would like a refund. We are working on getting that completed today. 

• Initial Complaint

  Date:08/26/2022

  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 placed an order on 8/7/2022 for $7,289.11 with an estimated ship date of 8/9-8/12, and my card was promptly charged for the full order amount. I was then contacted notifying me that my order could not be delivered to my home address as a tractor trailer was required to deliver my turf order as it was the 15' width, and the truck would have to back ** in order. At this time I changed my delivery address to my business, which received tractor trailer deliveries weekly if not daily. At this point I was told I would be contacted with a delivery date. DAYS later I called, as I had not been contacted, and was told that my order could not be processed as the rolls of turf only come in 12ft rolls not 15ft as the description said. As this was already days after my anticipated shipping and delivery dates, and was told that I would not receive any partial refund regardless of the fact that I ordered 15', was charged for 15' and then was going to be sent 12', I requested my order to be cancelled. At this time I was told that the refund request would be processed that day. After an additional week, the refund had not shown on my account, I contacted customer service again for an update, they assured my that it would be pushed through and I would receive confirmation of refund within 24 hours. An additional 48 hours later, my account still had not been credited. So I called yet again, waiting on hold and requesting a call back. Finally received a call back and the representative laughed at my request and was very rude. She also stated that the refund request had not been placed the first time and was on hold. She stated that she approved the process and I would have my refund today. At this time, I still have no received my refund, however, this entire process has been horrible. Terrible customer service, long hold times with no calls back, no emails back, inconsistent online listings with actual available products, and dismissive representatives.

  

  Business Response

  Date: 08/29/2022

  Mr. and ******************* placed their order ******* online and the order is too large to be taken off of a delivery truck. In these cases, we reach out to the customer to review further and explained that our system did not recognize that the order was being delivered to an "island" & would require an 18-******* to travel across an interstate which travels over a river. We reviewed the order with leadership and all agreed that because this was not the customer's mistake, we would not hold them responsible for any additional fees. The issue then became that we cannot guarantee that a carrier would deliver to the current shipping address because it is a dead-end dirt road. We attempted to schedule with **** who then advised they would need to pass the order to ******* who cannot guarantee delivery. We offered to either have the shipping address changed to a different location prior to it going over the interstate (across Ashley ****** & the customer could then collect it & move it to the shipping address OR the customer could use their own carrier to pick up from our production facility & ship it themselves, in which case we would refund the customer for the cost of shipping. The customer is unwilling to make arrangements for either option and was refunded in full. We are happy to review and work further with our customers if they would like to attempt a different order and new delivery location. Tell us why here...

• Initial Complaint

  Date:07/29/2022

  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 made a purchase from this company for floor tiles in the amount of $1,521.52. I was told the items would ship in 3-5 business days. 1 week later I reached out to the company via phone and email to ask about the shipping. I was then told the items were on delay and there was no timeline on when I would get the items. I have now waited over 1 month with no follow up from the company. My emails and ******** posts are unanswered. I even asked if I could switch my order to something in stock and they did not respond. This company obviously deceived me and now will not answer after taking my money. I want a full refund.

  

  Business Response

  Date: 08/02/2022

  ********************** made a purchase on our website on 6/26/22 for Weave Carpet Tiles, that day she received an email receipt stating that the product ships between 6/27/-6/29. The dates on our website are estimated dates as we are not the direct manufacturer of this product. She did reach out to us via phone and our representative advised, that the product is currently on backorder, however the facility would have more stock in the next few weeks. Today, 8/2, the representative noticed that the customer emailed back, in July requesting to switch products for something that would ship sooner, but for some reason the email went to a spam folder, as of today we have reached back out to ********************** via email to offer a different product as a replacement, or a refund, and we are waiting on her response.
  

• Initial Complaint

  Date:07/13/2022

  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.

  This company sells products at full retail prices and then provides NO support when their product fails. We ordered 3/4 inch rubber impact tiles ($1,000) that have started to separate only 8 months into being used. One agent tells me there is a 5 year warranty... the warranty department tells me there is NO warranty... Be careful what you buy from them!!

  

  Business Response

  Date: 07/18/2022

  ****** called to advise that about half his order is defective. The black top portion (rubber) has started to peel off from the rest of the tile (foam). We spoke to ****** apologized for this defect as this is not something we have seen before with this product. We will add this order to our defective list and send out replacements for the defective tiles. Original Order #: *******, Replacement #*******. We have spoken to ****** as of July 14th, and he agrees to the resolution.

  Customer Answer

  Date: 07/18/2022

  
  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,
  
  *****************************