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:04/01/2025

  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.

  On 2/1/2025, Floor Interior ************ sent out 3 contractors to come and begin installation of my flooring that had been purchased from Lowes. Floor Interior ************ served as the 3rd party installer. Once the install was complete, my fianc and I walked around the entirety of the home where installation had been done and noticed a few spots that appeared to be uneven and would have a noise that raised concern when we stepped on it. I advised the contractor that was on site of these issues, they advised that noise would subside in a few days after the floor had time to settle. Several weeks later 3/10/2025, My fianc and I noticed that we could still hear and feel the troubled area's completed by Floor Interior ************ contractors.I called Floor Interior ************ to advise of this issue and we arranged for a contractor (1 of the contractors that did the initial install) to come out and check the area. The contractor came out on 3/25/2025 and verified that what my fianc and I were hearing and experiencing when we stepped in the troubled areas of the floor was in fact a installation error. Upon receiving this information, my fianc called Floor Interior ************ and spoke with ***** or **** who spoke very unprofessionally to my fianc. My fianc expressed to ***** what the contractor noticed and ***** then responded with "well i don't know what you want us to do about it". My fianc immediately requested a supervisor and was referred to ********** fianc spoke with Jasmine who advised she would ensure to get the situation rectified. Unfortunately, Jasmine annotated in the notes to Lowes, that the issue stemmed from our choice in material. The inconsistency in Jasmines response with my fianc and the notes she put for Lowes raised high frustrations for my fianc and I. Additionally, we still have the troubled areas in our floor and there has been no new information since the conversation between my fianc and Jasmine on 3/25/2025.

  Business Response

  Date: 06/04/2025

  Good afternoon: This has been resolved via compensation.  $3450 issued to the customer to settle this matter.

• Initial Complaint

  Date:12/06/2024

  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.

  Description of Floor Interior Services poor and incomplete installation:****** ****** / ******** ****** ******************** Floor and baseboard replacement:I spent in excess of $10,600 for new flooring and baseboards. Baseboards are an integral part of the entire process, and are critical to the overall appearance of the room and my home. The manager at Floor Interior Services stated after the work was completed and that *** does not do this work for Big Box stores. Please let me be perfectly clear. I was never told this by anybody at *****. The Floor **** Mgr. stated that he got confirmation from *** that they would install the new baseboards if I purchased them, which I did. As the floor laminate was completed and the baseboards were being installed, I clearly told the installation crew that the installation shown in the attached photos was very clearly not like the original and was totally unacceptable!But they continued the installation so that they could be finished. I reported this to the ****** Department manager, and to the phone numbers that they said I should use, and NOBODY ever got back to me to correct the improper installation. Finally, the **** Mgr final stated that if I got a contractor to install new baseboards, they (******) would reimburse me. After a great deal of work, and phone calls, I finally found a contractor and you guessed it, ****** and FIS refused!Documentation is attached.** ******

  Business Response

  Date: 05/29/2025

  Hi, after careful review of this compliant I can confirm not only based upon internal information but also reviewing our customers information provided in this compliant that the base boards were installed as expected and to professional standards. Our customer purchased an installation with baseboard and this is what was installed and installed correctly. The complaint appears to be the customer wanted custom bullnose base board after the installation was completed which was never offered or purchased. This is not a service offered by *** nor advertised as an option. This was explained to our customer. 

  It is our goal to ensure all customers not only get a professional installation but that they are extremely satisfied. Unfortunately, in this case, we completed all services purchased and expected per the customers purchase agreement and cannot offer the custom options after the fact. 

  Thank you.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 22651438
  
  I am rejecting this response because: their statements are totally FALSE. their installation crew was already installing the corners in an incorrect manner. I told them that this was not acceptable, but they continued anyway. then the next day, a man claiming to be the supervisor (****) did come by and simply stated that they were incapable of doing the work as the original corners were installed. They were clearly aware of the original installation since they removed the old floor and the baseboards, however never stated at the initial start of the project that they were incapable of replacing the baseboards in an acceptable manner. the original corners were called ***************** and in my original submittal this was clearly documented. **** again loudly stated that the sloppy corner installation (their actual installation is also documented) was all they were going to do. 

  the corners remain as **** had left the project. i invite a representative from BBB to visit my home and verify the shoddy work that *** has done and their refusal to rectify the installation.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/03/2025

  Customer wanted custom rounded base like bullnose. This isnt within scope of work purchased and/or services offered via Lowes/FIS for this product selection. Customer was advised this.
  
  There was an offer by ***** to pay at one point if the customer found a ********* but once Lowes escalated up the chain, this offer was pulled back by Lowes.

   We aim to ensure every customer is satisfied but in your specific request, we could not accommodate as it is a request outside of the scope of work purchased as explained by FIS and Lowes.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 22651438
  
  I am rejecting this response because: Their statement that they do not do this type of work was only made by ****, the supervisor, after the incorrect corners were installed, 2 weeks after the project was started. I was NEVER informed that they would not do a correct complete replacement of the floor and baseboards. at the beginning of them starting the project. i was always led to believe that the installation would be the same as the original installation. i fact, ****, NEVER came out to my house, until after i complained that the baseboards were incorrectly installed.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/12/2024

  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.

  This company was subcontracted by ****** Installation Services to subcontract floor installers to install sheet vinyl flooring in my parents' garage on October 31, 2023. My parents had paid an extra disconnect/reconnect fee, to have the installers disconnect their dryer, which was sitting on top of the existing flooring, perform the installation and then reconnect the dryer. The installers actually just ripped the dryer out of the wall, causing damage to the dryer vent hose. Additionally, there is a sink attached to the floor and the wall, in the space they were working in and they tried to lift it, resulting in the pipe and its connection to the sink being damaged, causing the sink to leak. Once the floor was fully installed, we noticed tons of bubbles all throughout the flooring, but were told that it needed to settle. After days of it not settling, we called Floor Interior Services back and told them there was something wrong. They sent out the same crew who installed it, to review their own work. One of the installers tried to hand roll out the bubbles with a tiny hand roller, while another one called around to get advice on what could be the issue, only to come to the conclusion that they used the wrong glue. It took three and a half months of playing weekly e-mail and phone tag with ****** Installation Services, Floor Interior Services and the Operations Manager at the ****** store, before we could finally get refunded for the repairs necessary and a portion of the installation fee, since we will need to have the floor replaced much sooner than should be necessary. *****************************, with Floor Interior Services, claims this has been addressed, management has been changed and "people were fired," to prevent this from happening to other customers, since our installation, but I will never trust this company to do anything on my parents' home, again.

  Customer Answer

  Date: 03/11/2024

  thank you for inquiring about the status of our Better Business Bureau complaint against Floor Interior Services in *****,  *******. The business has settled our concern by agreeing to reimburse us for all of the repairs that were performed due to the damage their installers caused, as well as 50% of the labor related charges.

  No further action is needed from the Better Business Bureau or Floor Interior Services on this complaint. However, I would recommend that the Better Business Bureau reconsider its "A" rating of this company, considering the reviews on the Better Business Bureau's site, as well as this complaint.

   Thank you for your time and assistance.