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:10/20/2024

  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.

  On May 4th 2020, I purchased flooring and installation for my new home. Warranty was included for the amount of $ *********. Within the first year, the flooring warped and was re-installed. It happened again this year and Im seeking warranty services. I called owner ******* ****** directly, left his voice mails text messages. I called his place of work and I have not received a call back. Ive tried approximately 20 times and left messages at his place of work and personal number with no response.

  Business Response

  Date: 10/22/2024

  We did install flooring for Mr ******** between August and September of 2020. We also installed his brother in laws flooring as well. Both were new construction homes and both were the same type of flooring.  To date we have not had 1 call from the brother in law. We replaced steps and most of the original installation because the customer complained of gapping and poor workmanship. I inspected the project and agreed to repair the floor. There is a high level of activity in this home and the wear and tear is not typical. I instructed the homeowner how to properly clean the floor because it looked like excessive water and cleaners were being used. We have installed to floors in 4 years this is a maintenance issue. They are far past their labor warranty. We gave the customer several discounts along the way, and it does not seem to be enough. 

• Initial Complaint

  Date:03/03/2024

  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.

  -August 2022 we hired Flooring Direct. ************************************************************** -We paid $17,0000+.-The business promised to install 4 rooms of flooring with White ******** owner visited our home once the work was completed and noted that there were 3 corrections that needed to take place where the floor was incorrectly installed: 1) The area in the living room near the fireplace, 2) The stairs leading into the living room, and 3) The area outside of the bathroom in the master bedroom.-After 1 and 1/2 years, the owner will not return texts, calls and visits to the office.- We have kept a log of phone calls, texts and visits to office. Gentleman that answers the phone knows us on a first name basis. ****** always says he does not know where his boss (******* "****" ******) is. We have offered to drive to whatever site he is at - no one ever knows where he is and we are told he is never in the office when we call.

  Business Response

  Date: 06/19/2024

   I have gone to court with the Kraft family and the were proven 100% wrong. This customer had a floor and blamed me for it. In court I showed the texts from *************. Is there anything I can do about this complaint? Thanks for your time *********************. 

• Initial Complaint

  Date:10/17/2023

  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.

  In 2018 we hired ********************* to install new carpet and porcelain tile in our brand new home. We contacted **** in 2020 because during the pandemic we notice our carpet was rippling and a few of our porcelain tiles seemed to be lifting. He came out with in a month or so and had his crew restretch the carpet in our loft. He said he would come back and fix our bedroom carpet and the lifting tiles in our living room. We never heard back from him. I have made repeated calls and texts to **** and his store location. He will not return my calls or texts. I have left several messages with ***** at the store location. The carpet is rippling so bad now, its a massive trip hazard. I have been really patient, but at this point we really need to get this fixed.

  Business Response

  Date: 10/18/2023

  I received this text on June 6th 2023

  Hi ****. This is ******. You installed our carpet a few years ago in *******. We have had a few issues with the carpet rippling in a few places. You came by and fixed the carpet in the loft a year or so ago. The carpet in our master is now doing the same thing. Would you be able to fix this? 

  We installed tile and carpet for the Salazars at the end of 2018, they reached out to me to re stretch their carpet after the 1 year labor warranty expired. I still paid my installer to go to her home and address all of her needs. Now she is expecting me to repair her carpet again,  the labor is no longer under a  warranty. She never brought up a tile repair as you can read in her text. This is a maintenance issue and should be taken care of by the customer. 

  Customer Answer

  Date: 11/30/2023

   I am rejecting this response because:
  
  I received the notification from BBB that ********************* responded to my complaint. I saw that it stated that the BBB deemed this complaint as "Resolved". This issue is not resolved. What **** stated in his response was not the truth. I have previous text messages from him acknowledging and addressing the other repairs that needed to be done. (Rippling carpet and tiles that needed repair due to becoming loose) These are not normal wear and tear types of issues- Nor did he say that when I asked him to repair them. We were in agreement that he would return and would repair these items. I am prepared to send pictures of the previous text messages and our conversations regarding these issues. He also never told us when he came out to restretch the rippling carpet in our loft, that we were past the labor warranty period. I have confirmed with a few other carpet companies that sagging/rippling carpet is a result of poor installation. Lifting ceramic tiles- is also a result of poor installation. Please let me know how to proceed in order to reopen this complaint. 

  I have attached pictures of our carpet, the text messages between Myself, **** and my husband and ****'s quote/invoice for our home. The quote/invoice does not mention any time frame on the "labor warranty" and neither does his website. Throughout all of our communications he never mentions anything about the labor warranty time frame. On 10/22/2021, when I sent **** the first text letting him know our carpet was rippling in several places and some of the porcelain tiles were lifting, he did not tell me that we were beyond the labor warranty time frame. When **** came to our home on 10/29/2021 to look at the rippling carpet and the lifting tiles, he still did not mention that we were past any warranty time frame. **** assured us he would get the carpet re stretched and he would have the lifting tiles fixed. He said someone would be in touch with us to set up a time to come out and fix these issues. **** also mentioned that he would need to order the tile to be repaired. I followed up with **** on 11/9/2021 to let him know no one had been in touch with us. He did not respond. I sent him another text on 11/12/2021 to follow up. **** responded to me on 11/15/2021. We scheduled for his carpet guy to come out on 11/16/2021. I asked if the tile person could come out on the same day. **** said his tile person might have jury duty and he might not be able to make it that day. 
  ****'s employee came out to re stretch the rippling carpet in our loft on 11/16/2021. At that time, **** told us his employee who does the tile repairs had jury duty and wouldn't be able to make it that day. **** also suggested that we take our bed apart and move it out of the primary bedroom, so the carpet could be properly re stretched. We agreed to do that, with the understanding that his employee would be able to come by within the next few weeks to fix the tile. I never heard back from Bill after that. I left numerous messages at his store location. My husband called him as well. We noticed some of his customer reviews said that he has stopped communication with them when there had been an issue. **** never struck me as that type of person or business owner. 
  I tried to reach out again at the beginning of this year, as the rippling was progressively getting worse and had now become a major trip hazard. Again- no response to my texts or messages left at the business location. 
  At this point, I really just want the carpet re stretched as **** had promised. It's very dangerous and I wouldn't want anyone to lose their footing, fall and hurt themselves. 
  
  Thank you for your assistance in this matter.

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  **** ****** (owner) of Flooring Direct agreed to install Luxury Vinyl Flooring in my entire home in 4 days between the dates of 11/8/21-11/12/21. The work took double the time as agreed in the contract that was signed earlier that month. The communication was less than acceptable throughout the duration of the project, and **** himself lied directly to myself and my husband when he stated he came by the house to inspect the project. I had my parents waiting at the house all day and he never showed up to inspect a "moisture concern" that would show the need for an additional moisture barrier and additional cost. However, when **** did not show up but claimed he did, he stated that we did in fact need to invest in the additional barrier. I called him out on the lie and he in turn decided to "throw in the moisture barrier at no additional cost". The job was completed 2 weeks late, and was satisfactory.
  November 2022, I noticed that the flooring is warping in most areas of the house. The front entry step has fully separated from the base and and all of the corners of the base boards have separated from each other.
  **** initially was very responsive to my concerns when I first called him. He came out to the house and met with my mom in December 2022. He stated it was a product defect and he would contact the manufacturer. In January 2023 he said he had not received a call back from the manufacturer, and that the issue is a factory issue therefore he is not responsible for making it right. I asked for the contact for the manufacturer Eternity, he gave the number for a man by the name of ******. When I called, they refused to let me speak with him and they were not allowed to tell me whether **** had submitted a claim. Since that conversation with **** on January 27, 2023, I have not been able to contact him or received any calls back. His voice mail is full, and he no longer responds to my texts.

  Business Response

  Date: 03/20/2023

  Our project for ******* ******* was completed on 11/18/2021. For her project, we tore out 800 s/f of tile, and installed 1,600 s/f of Eternity luxury vinyl, as well as new baseboards throughout her house.  We strongly refute Ms. ********* claims that we told her the project would be completed in 4 days, and there is no such contract to show this (see attached invoice).  A project like hers typically takes 7 to 8 working days. Since we install on average, approximately 12,000 feet of flooring per month and have been in the flooring business for over 35 years, we would never provide such an unrealistic time frame to any customer.  It should also be noted that during her installation, our installer was actually verbally harassed by the customer's father, who threatened he would contact the BBB if he didn't pick up the pace. This installer has been in the flooring industry for over ten years, and is a very clean and respectful young man with several positive reviews on our YELP account.

   
  When I visited the customer's home in late December, I found two very large dog crates in the kitchen, with water bowls inside, two large and active dogs in the home, and additional rabbit cages in one of the bedrooms. The floor was severely scratched, obviously due to the dogs and the floors were not well maintained.  I contacted the manufacturer's representative immediately following my visit, but since this took place during the Christmas Holiday season, I was unable to reach him, and was only able to leave him Ms. ********* contact information through his voice mail. In early January, Ms. ******* informed me she had never been contacted by anyone at Eternity, so I reached out to the rep again and learned that he was dealing with a parent in Hospice, who passed away on February 20th.  

  
  However, regardless of the reason for their delay, Eternity remains obligated to follow up with Ms. ******* to inspect her flooring immediately, because I found no installation defects with the main level of flooring.  The cupping and scratching of the floor has absolutely nothing to do with our installation. I did accept responsibility for the 5'x5' raised entryway as it appears that someone stepped on the stair nose before the glue under the stair nose dried. Since I don't know exactly how the transition piece was moved, I will assume responsibility and repair that portion of her flooring as soon as Ms. ******* allows us to do so.

   
  In the last contact I had with Eternity's representative, I was assured that Ms. ******* would be contacted and arrangements would be made to inspect her flooring.  All product warranties made or implied are the responsibility of the manufacturer, and NOT of the installing company's. I have worked with Eternity for several years and their reputation is such that they have always stepped up to right any wrong regarding their products.

  
  The bottom line is that I strongly feel this customer is trying to blame Flooring Direct Temecula for the damage and constant water on her flooring that her pets have likely caused.