Complaints
This profile includes complaints for J W Floor Covering Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/28/2024
Type: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.
JW Floor coverings installed vinyl plank flooring in my home on November 25, 2024. Due to the fact that I could not be there for the install, I spoke to a manager, ********* beforehand in order to ensure the it would go smoothly. I told her if questions came up the day of the install I would not be available to answer them as I am unreachable during the day. ******** said this would not be a problem. Guess what? It was a problem. The day of the install the installer, ***** ******* *******, needed to know in which direction to lay the planks. I called ******** asking for a picture from the installer so I could make an informed decision. She said she'd have him text me a picture. He NEVER did. When I returned home that afternoon the flooring had been installed ( AND NOT IN THE direction I would have WANTED). Also, there were several gashes in the flooring where the installer needed to cut around a floor register. Lastly, the installer either CUT or simply TUCKED IN and COVERED OVER the internet CABLE that was sticking out through a 1 inch hole in the floor. Now, I have NO WAY of hooking up my television in the bedroom. I have contacted JW Floor coverings. They DENY that their installer, ***** ******* ******* cut or tucked in the internet cable, left gashes in the floor or neglected to consult me BEFORE laying the flooring. They are refusing to fix all the mistakes they made. I have proof that ***** ******* ******* CUT or simply TUCKED IN the cable and laid flooring OVER THE HOLE. I have PROOF there are gashes in my floor.
Business Response
Date: 02/03/2025
We went over several options for how to repair Mrs. ****** flooring, including suggesting we could switch the direction of the floor, locate the cable that was buried, etc. and were met with some aggression and told to leave her home and never come back. We communicated for several weeks with The **********, who originally sold Mrs. **** the flooring and installation, and never received a response from them regarding any requested repairs. We are happy to come back and do said repairs, if Mrs. **** will agree to any of them, but we were under the impression that she did not want us to come back, and would pay another contractor to do these repairs.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.