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:01/11/2025

  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.

  In January 2019 Footprints Floors built a tile fireplace around a gas firebox in our family room. During a safety inspection by Chimney Sweeps of America on October 22, 2024, we were informed that an unsafe condition existed. We were advised that, the fireplace wall has been framed with a combustable material. This combustable material can dehydrate and combust without the contact of an open flame. DO NOT RECOMMEND USE AS IS AND RECOMMEND DEMO OF THE FIREPLACE WALL TO REMOVE THE COMBUSTABLE MATERIAL. We contacted another fireplace company (owned by a fireman) and the city building inspector and they confirmed that this was an unsafe condition. We hired another contractor to remove the wood studs and reframe the fireplace at a cost of $1,350. Footprints Floors has been unresponsive to our request for reimbursement for the unsafe condition they created..

  

  Business Response

  Date: 01/13/2025

  Thank you for bringing this matter to our attention and for your patience as we reviewed your concerns. At Footprints Floors, we value our customers safety and satisfaction above all else.
  While we strive to maintain the highest standards in our work, we understand your concerns regarding the recent safety inspection findings related to the fireplace we constructed in January 2019. Please know that we take such matters seriously and appreciate the detailed information you provided.
  As a gesture of goodwill and in response to your request, we are happy to issue a refund of $1,350 for the corrective work youve undertaken. We hope this resolution meets your expectations and demonstrates our commitment to addressing your concerns promptly and professionally.
  Our General Manager will be in touch with you shortly to remit payment.
  Thank you for allowing us the opportunity to address this matter. Should you have any further questions or require additional assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/05/2024

  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.

  Hired contractor to rip out old floors and install new, scratch proof vinyl flooring before moving into home. Paid a total of $18,083.85 for labor and materials. Trim on first floor was left in terrible condition, hired separate contractor for $3470 total to replace.Transition pieces were missing at end of installation, had to call back out. Stairs were not caulked, had to call back out. Once the work was completed, I was left with a large hump in my floor in my living room. Over the next 4 months, the stairs have started to separate, the risers are coming unglued, nails have popped up through the material, landing pieces at the top of both sets of stairs are flexing due to being unproperly supported, and an area under my wife's chair in our office is completely destroyed because it also is unproperly supported.Reached back out in June to have the ** come and look at our complaints and provide solution. Texted and called multiple times. ** ignored all messages. Called office in September to complain and demand someone else come help us. Was promised I would not have to deal with **. ** calls and says he simply never read our text messages. Takes 3 weeks to come to house to look at issues. Agrees these are problems, promises we can fix ******* is now November and I don't even have a schedule for the repairs. I've called and texted ** multiple times and continually am told "My boss is on vacation" for 2 weeks, and he can't provide an estimate of schedule until his boss gets ******* recap, bad installation, try to get resolution for over 5 months, can't even get put on the schedule. Completely unprofessional.

  

  Business Response

  Date: 11/12/2024

  Thank you for bringing your concerns to our attention, and I apologize for the frustration and inconvenience you've experienced. Our goal is to provide quality service and installation, and I am disappointed to hear that we have fallen short of meeting that standard in your case.
  Firstly, Id like to acknowledge the issues you mentioned, from the condition of the trim to the missing transition pieces, the hump in the living room floor, and the structural concerns with the stairs and office flooring. Each of these items is important, and it is clear that these issues have impacted the experience in your home.
  I regret the communication delays and the impact theyve had on scheduling the necessary repairs. I understand that after a thorough inspection, our Project Manager acknowledged the issues and agreed to a repair plan, but our follow-up has not met your expectations. I also understand the frustration of not receiving timely updates or clear answers regarding the repair schedule. This is not the experience we want for any of our customers, and I apologize for the lack of responsiveness you encountered.
  Please be assured that we take your concerns seriously and are committed to resolving them promptly. To ensure the necessary repairs are made without further delay, I have escalated this with our management team to prioritize your project.
  Thank you again for your patience and for allowing us the opportunity to make things right. We value your feedback and are using it to improve our processes so we can provide better experiences for all our clients.
  

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22517346
  
  I am rejecting this response because although you've said my project is being made a priority and has been pushed up to management, I have yet to hear from anyone. I'm looking for a plan, a schedule, and followthrough, which were the things that had so far not been provided.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/05/2024

  Hello - our General Manager has been handling this warranty work and currently materials are on order. We are tentatively scheduled to repair the work the beginning to middle of January depending on material arrival.

  Customer Answer

  Date: 12/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********