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:01/09/2025

  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 *********** 2024, my husband and I (we are an elderly couple, 86 & 71, and we have no pets) paid $17,114 to Great Southeast Flooring America to remove old flooring and install carpet in our bedroom and living room and Dura-Shield Commercial Flooring (the product they recommended as being the highest quality) throughout the remaining rooms getting new floors in our home. The salesman was ****** *****. We specifically discussed flooring needs for the room we use as our home office, and we changed our office chairs to have polyurethane wheels in preparation for the new flooring. In autumn of 2024, we reached out to Flooring America (with photos) about product failure that was occurring with the floor. *** **** Installation Mgr., came to investigate on December 2, 2024. Mr. *** said our office chairs did have the wheels recommended for use with the flooring; however, he was doubtful their business would help with any remediation for our problem. When we asked about assistance from the company who makes the flooring, Mr. *** basically told us that it would be a waste of our time to contact them. (Note: After talking with Mr. **** we immediately purchased chair mats to prevent further damage.)We have had a number of conversations with Flooring America about this issue, and in one of those conversations, Mr. ***** shared with my husband that they had the same issue with this flooring in the office area of their showroom and had to replace the flooring where there was high traffic from their own office chairs.The only "solution" that has been offered by Flooring America is that they want to sell us new flooring which we can have installed at our own cost -- so, basically, we have been offered nothing. It is our hope that BBB can assist us with this issue. We feel that Flooring America has not lived up to the promises of their sales pitch which led us to trust that they were a business that would stand behind their products.

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing your concerns to our attention. We take all feedback seriously and value the opportunity to address this matter directly.
  After reviewing the situation, we would like to clarify that the damage to your flooring appears to have been caused by rolling a chair across the surface without adequate protection. This type of use can cause wear or damage to any flooring, and, as per industry standards, such damage is not covered under warranty.
  When you purchased your flooring, our sales associate did not observe any rolling chairs during the in-home consultation. If rolling chairs were present or intended for use, we would have thoroughly discussed the need for protective measures, such as chair mats, to safeguard the flooring.
  To assist with resolving this issue, we have offered the following:
  Discounted Repair Costs: Our installation manager offered to connect you directly with our installer to reduce labor costs for the repair.
  Discounted Materials: Should you require additional flooring materials, we have offered to provide them at a discounted rate.
  We believe this resolution is fair and demonstrates our commitment to assisting our customers, even when the issue stems from usage outside the scope of the warranty.
  Please let us know how you would like to proceed with the options we have provided. If you have any further questions, we are happy to address them.

  Customer Answer

  Date: 01/21/2025

  *******, we did not receive a response back from the business and are unsure why this complaint is being closed. Is there a communication that we did not receive? This complaint has not been resolved and should not be closed. Please respond with clarification.

  Thank you,

  *** & ****** ******

  Customer Answer

  Date: 01/29/2025

  A satisfactory resolution from our standpoint will be for Great Southeast Flooring America to provide us 3 boxes of flooring (at their cost) and we will arrange for the repair ourselves (at our cost).  Great Southeast Flooring America is well aware of the deficiency of this product since they had to replace the same type flooring in their showroom office area.

  Thanking you in advance,

  *** ******
  

  Customer Answer

  Date: 02/06/2025

  A satisfactory resolution from our standpoint will be for Great Southeast Flooring America to provide us 3 boxes of flooring (at their cost) and we will arrange for the repair ourselves (at our cost).  Great Southeast Flooring America is well aware of the deficiency of this product since they had to replace the same type flooring in their showroom office area.
  
  Thanking you in advance,
  
  *** ******

  

  Business Response

  Date: 02/07/2025

  As we stated in our original response, we have already offered to sell the material to the ******* at a discounted price as a goodwill gesture. Flooring America did not cause the damage to the floor; the client did.
  Furthermore, the BBB does not have jurisdiction over how we operate our business. If the ******* wish to resolve this matter, they need to communicate with us directly so we can work toward a solution. Our offer remains available, and we encourage them to reach out at their earliest convenience.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22789568
  
  I am rejecting this response because:  We have not received a response from the business after our most recent email to them.  Your system should show our last communication.
  
  Sincerely,
  
  *** And ****** ******

• Initial Complaint

  Date:06/21/2024

  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.

  !On my initial visit to GSEFA, I confirmed they had their own crews as opposed to sub contractors....... My payments reflect that understanding.I realized it was a contractor that showed up when he presented me a separate bill and my floor was already tore up. Contractor refused to do work as agreed and told me salesman just lied to get the contract signed! I agreed to have the work done on the basis I could stay in home during work, contractor insisted I had to leave.Uneven hollow and clicking tiles, I am unable to walk in the tile without sustaining abrasions on my feet, grout was smeared all over face of tile with mops, grout also uneven. Grout flung all over baseboards, door frame and doors, vertical blinds ( had to replace) spilled bucket used with adhesive on patio. Tile was to be laid without need for transitions or quarter round, they did it anyway. I had to pay contractor separately $700 for uncompleted quarter round ( install was to not need) & $600 floor prep. I called the material manufacturer( Pro-tec) who provided information that indicated the power grout adheres to tile in 48 hours and should not be very watery. I was left high and dry on Labor Day weekend with no plan to clean up the grout, mop strings etc. I showed ***** the ring video of the woman leaving with grout filled mops. The workers did not speak or understand English. I attempted to show ***** the individual tiles, he yelled at me and stormed out of my home. ***** and the contractor had an animated conversation outside my home.They represent their warranty...... but my experience was they yell and storm off rather than conduct themselves in a reasonable manner. Other reviews, mention, yelling as well. I found a review on *****'s list where someone had a similar tile experience with the same company and contractor.........They did all the tile cutting in my garage and sent the dust all over everything stored there and I am still trying to clean it up.I have other docs to send

  Customer Answer

  Date: 06/21/2024

   

  Please let me know if the clarifies the situation. I never intended to deal with anyone other than Flooring America and  ****************** Easy Tile removal.

  I was quite clear that I going with them because they did their own work and did not use subs.    They also emphasized their warranty and I felt the their work had to be good to have such a strong warranty.

  The payments and sketch substantiate what was represented to me.

  Please let me know if you have any further questions...... thank you.

  

  Business Response

  Date: 08/05/2024

  Dear Better Business Bureau,
  I hope this message finds you well

  I am writing in response to the concerns raised by Ms. ******** ***** regarding the recent installation service provided by our company. We appreciate ************** bringing these issues to our attention, and we want to assure you that we take all feedback seriously.
  After reviewing the situation, we have noted that ****************** experience differs from the high standards of professionalism and quality that we strive to maintain. We are committed to providing exemplary service and adhere strictly to industry standards in every installation.

  When ************** brought some concerns with her installation we went out right away to make the necessary corrections.  We discussed these issues in detail directly to her when we visited her home. 

  Best Regards,

  Flooring America

  Customer Answer

  Date: 08/05/2024

    I am in reciept of the Flooring America response to you......

   

  I am printing out text messages  that will reflect  what really happen....... I am disappointed that they choose to fabricate what really happened.

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 21882141
  
  I am rejecting this response because: the response for Flooring America is not accurate.  Having trouble send files.

  Is there an alternative way to send.

  Not sure I can reduce text messages, Please advise

  
  Sincerely,
  
  ****-may *****

  Customer Answer

  Date: 08/11/2024

  Got the file reduced!  

  On 7/20/2024, ********************* came with ***** to my home. That was 20 days after job was done. Hardly immediately as represented in the response from Flooring America. They refused to look at the problem tiles or the unfinished quarter round. I think **** was upset by the photo of the ladies leaving with grout dripping from their mops. The ladies flung watery grout everywhere and old mop strings were strewn all over the floors. They told me the haze and shiny areas ( blotches) were inherent in the tile because I ordered shiny tile. I ordered a matte finish porcelain because is is less slippery than gloss. I did this project mindful of my disability.    My right leg is completely paralyzed and I am unable to take one step without a cane.  My cane can slide on slick floors at times. I have a photo of the unfinished quarter round and will try to send.

  Regrettably, the texts and my diary will demonstrate that Flooring America did not conduct themselves as they represented.

  I was hoping they would work with me to fix the issues. I paid $400 + to Unbelievably Clean to remove the haze and had to replace blind slats because grout was allover them. I could not even get them to give me the name of a proper product to use to remove the grout smeared all over the face of the tiles....... for days........ but since n more than the 48 hours had passed over a holiday week end the power grout was not going to come up easily according to the manufacturer.

   

  

  Business Response

  Date: 08/16/2024

  Thank you for providing us with the opportunity to address ****************** recent complaint. We have carefully reviewed her concerns and would like to provide additional context regarding her experience with our company.
  After thoroughly investigating the matter, we stand by our original response. We believe ************** to describe an experience that does not align with our records or the feedback we received.
  Our team has consistently worked to provide high-quality service, and we are committed to resolving issues in a fair and transparent manner. Unfortunately, it appears that ****************** account of her experience diverges significantly from our documentation and the accounts of other interactions we have had with her.
  We regret that ************** feels the need to present an inaccurate portrayal of her experience.
  Thank you for your attention to this matter. We appreciate your assistance.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21882141
  
  I am rejecting this response because: my records and texts clearly demonstrate the problems I had with them. I will send you another text thread and copy my diary notes..........  this company clearly indicates on their website that they do the install.   

  Quite frankly, I wanted to believe that I was dealing with a reputable family owned business . From the online ****** comments this is how they deal with  "bad installs"   I did not see this as a huge problem, but they could not even 'Look" at the tiles when they cam here 20 days after the completion. 

  Am I not making this clear enough? Please advise

  
  Sincerely,
  
  ****-may *****

  

  Business Response

  Date: 08/22/2024

  We stand by the statements and documentation we have previously provided concerning our position. We believe our responses accurately reflect our stance and address the concerns raised.