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Business Profile

Floor Installation

Flooring Depot of Panama City

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Installation.

Complaints

This profile includes complaints for Flooring Depot of Panama City's headquarters and its corporate-owned locations. To view all corporate locations, see

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Flooring Depot of Panama City has 3 locations, listed below.

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    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 Complaint

    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.

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    • Initial Complaint

      Date:06/17/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Buckled flooring. Flooring moving and causing other planks to lift. Our LVP started buckling we have made several calls to the business, sales person and managers and do not received any help, answers or response.
      Spend $2085.00 on LVP and installation with lifeline warranty. Purchased on 07/2020, installed 01/2021. In have attached an email from the sales person requesting help from the installer and mangers at the store itself and was never contacted back. Several requests were made by salesperson. Included email has pictures included of my floor issues which have only gotten worse. I have called the store on multiple occasions they take my name and never return my call. I have also attached a copy of my phone log when I first started calling the company.

      Business Response

      Date: 06/25/2024

      We truly apologize for any inconvenience you have experienced with your flooring. We always strive to provide excellent customer service and work with our customers to help with any issues that arise. We are sorry if that you feel that did not happen in this case.

      We reviewed our notes and pulled all necessary information from our November and December correspondences with you, our salesperson, and reviewed the pictures you provided showing the issues with your flooring. We understand your frustration and want to address your concerns thoroughly.

      First, we want to clarify that our company does not offer a lifetime warranty on installation. We offer a one-year installation warranty because in most instances anything related to installation that might go wrong will do it in that first year. However, our records indicate that the flooring was purchased in July 2020 and installed in January 2021. As per our one-year warranty policy, which was provided to you at the time of purchase, which would have expired in January 2022, almost two years before this was brought to our attention.

      Second, the manufacturer does offer a lifetime warranty on the flooring for issues with the layers that make up the floor. We call this lamination. In the pictures you provided the flooring does not show any issues with the delamination of the floor, which is the only issue the manufacturer's warranty would usually cover. However, they would need to see it first to say for sure. We did request a representative come out and inspect your flooring and apologize if the manufacturer did not follow up. We can help facilitate that if you would like; however, could not guarantee it will be covered as the product looks intact.

      While we sympathize with your situation, the issues you are experiencing with the buckling and movement of the flooring could be a result of several factors, including environmental conditions, subfloor issues, or improper maintenance. Without a current warranty on the installation, we are unable to provide free repairs or replacements.

      Customer Answer

      Date: 07/05/2024



      Complaint: 21857431



      I am rejecting this response because: we are not satisfied with the overall explanation.

      Please provide a copy of the paperwork that states your lifetime products are only backed with a one year installation warranty, based on the professional installer that your store provided.

      If this is the case, why was this warranty expiration date not stated when we first notified you of our flooring issues? These issues were initially presented over an extended period of time via a series of phone calls between us and your sales person.  The unresponsiveness of the phone calls forced us to have to communicate via email records.

      Why was this not explained to us when the sales person forwarded the message to the installer?

      Why was this not explained to us when the installer failed to respond and ultimately the situation had to be relegated to the assistant manager for resolution?  An assistant manager who it appears did not respond either.

      Why was this not explained to us when our issue was elevated to the store manger?  Please note that the store manager did not provide a response to the customer’s phone calls, nor their own internal sales person.

      The lack of response from the sales person and up through the store manager has been one of the underlying concerns of this customer.

      Why did this suddenly become an issue worthy of your attention?  It was only after we were forced to file an official complaint with the Better Business Bureau that you responded to this ongoing issue.

      In regards to warranty work, your designated installer installed the initially flooring and when it buckled, they returned to glue portions of it in place.  How does that affect your warranty?

      Based on this, we are requesting a third party evaluation of the flooring material and its installation.\




      Sincerely,



      Alicia *****

      Business Response

      Date: 07/22/2024

      Response to Complaint 21857431 

      We again extend our sincere apologies for the issues you are having with your flooring. Since your complaint has multiple components let us address the warranty issue first. We think it is important to note that we feel you may be confusing the flooring manufacturer and us, the retailer, regarding warranties.  

      Many flooring manufacturers do offer lifetime warranties for their products. These warranties include delamination (peeling up of the top layer of the flooring) as well as various other issues. Flooring Depot, however, has never warrantied installation for longer than one year. Products are installed per the manufacturer's guidelines, which are in place at the time of purchase and installation. There are too many variables with homes (new or old builds) to warranty installation for a lifetime. We are terribly sorry if this was misunderstood at any time during your dealings with us. This policy has been in place since the inception of Flooring Depot and is detailed on our website here:?******************************************************** as well as when you purchase the products. Your floor was installed in 2020, four years ago, which is well outside of our one-year installation guarantee.  

      As for the responsiveness of your salesperson, we truly cannot do anything but apologize for any miscommunication. You ask why we are responding to you now? It is because we just found out about this issue when you filed this complaint. For that, we are terribly sorry. It is an area that we will work on moving forward and we agree that this should have been brought to our attention much sooner. 

      Customer Answer

      Date: 07/29/2024



      Complaint: 21857431



      I am rejecting this response because:
      I am still waiting for unbiased third-party evaluation of the flooring as offered from flooring depot.



      Sincerely,



      Alicia *****

    Flooring Depot of Panama City is NOT a BBB Accredited Business.

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