Complaints

This profile includes complaints for Burns Flooring & Kitchen Design's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Burns Flooring & Kitchen Design

  10 Spirit Lake Rd Winter Haven, FL 33880-1245

  
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  Burns Flooring & Kitchen Design

  1470 Town Center Dr Lakeland, FL 33803-7965

  
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  Burns Flooring & Kitchen Design

  6256 Cypress Gardens Blvd Winter Haven, FL 33884-3177

  

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:06/06/2025

  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.

  This company lacks communication, sloppy work, takes on other jobs and not completing the one they are on. They said they would have the remodel done in about 3 months, its now 6months. They had just a couple of things to do on Friday, June 6th was the day to finish, they emailed did not call to let me know at the last minute they are not going to be able to come till next Wednesday, June 11th. I have asked for a complete breakdown of labor, materials of the remodel and a discount of them taking a 1/2 year to put new flooring, remodel both small bathrooms and kitchen, and enclose the garage to a bedroom and laundry room, I could of built a house in this time. They sent in the request for permit and it came back: was not legible, more and likely stalling time to work on other jobs. The designer measured somethings wrong and forgot something that we told her from the beginning we wanted and never got done or added. And the guy who over looked the work is a complete joke, sent a very rude text to me and about me, when it should have gone to someone else. They were suppose to change the door lock a couple of months ago at our request and did not. They were supposed to put drywall up fully in the laundry room, they forgot to add but wanted another $2000, and said the spackling would go over the concrete block and you would not see the concrete block, wrong you sure do see it. I feel that there should be be some kind of discount offered, somewhere between 3,000-4,000, I think that is fair when you look at the $60,000 spent and took double the time. My husband is a veteran with bad anxiety and this has started to take a toll. Now I have to finish the work!!

  Business Response

  Date: 06/27/2025

  We are disappointed that the client's expectations were not met, however, we definitely had a completely different experience than what was described in the complaint. The client met with someone on our design staff in March of 2024 and received design ideas as well as an estimated cost for services. The project included a kitchen remodel, remodeling 2 bathrooms, new flooring throughout the home, as well as converting the garage into additional living space for the home. The client returned 9 months later in December, and not only requested that we honor the pricing from 9 months pervious but asked the team member to help cut costs. The project was completed in phases. As you can see in the attached photos, the home was bursting at the seams with items, hindering both the original floor plan measurements and the execution of work. The client did obtain a POD to help, but the home was still extremely full of items at time of work. The first phase of the project including the kitchen remodel, remodeling 2 bathrooms, and flooring throughout the interior of the home. The work began on Jan 12th, 2025, and was completed the first of March. The Garage conversion, which also included adding a new exterior door and new exterior window that did not previously exist to a block wall began March 18th, 2025. However, we were asked to wait a few more weeks while the customer emptied out the space and the customer contracted ************ added air conditioning to the garage space. We did obtain a permit for this project. I am unsure of the legibility issued of our plans mentioned in the complaint, as I am not aware of us actually having to re-submit any items. Our plans are computer rendered and submitted in PDF format. Upon first inspection of the project, we were asked by the inspector to submit plans with further detail as to how the garage door would be sealed off from the new indoor living space. As verified by the plans examiner this was a slight overreach by the inspector, but because good relationships are important with a branch of the government we work with regularly, we did resubmit those plans without issue. Somewhere during this time, the client decided to take it upon herself top contact the county and let them know she was important and that her plans need special attention. I am glad that she included the text message she found so insulting that you can see for yourself what was said. The client took was offended that the superintendent of her project was concerned that her interfering would be an issue. What she fails to recognize is that this isn't an insult of her as a person but cannot seem to recognize how inappropriate it was for her to take it upon herself to interfere with our relationship with the county whom we will continue to work with for years to come. Also, as you see in the attached pictures, it was hard to notice the right side of the back wall of the garage did not have drywall attached and finished. In order to add drywall to that section, which had laundry plumbing on it, the plumbing would have to re-done to account for the thickness of the furring strips to mount the drywall to, as well as the drywall itself. It was never implied or suggested that finishing the block would look as good as drywall, otherwise why bid adding the drywall? The garage conversion was completed on May 30th, 2025. A punch out list was scheduled to be completed on June 10th but was canceled by the client.

  In summary, we completed an interior remodel of the client's home, while they lived there and it was packed with items in less than 8 weeks. We then completed a garage conversion that included cutting a window and door into an exterior door, electrical work, framing, drywall, painting, flooring, etc., as well as down days for inspections in 8 weeks (starting the first of April after the **** company concluded their work). Not only do we believe that we do not owe the client a discount, but we also believe there should be add on charges for the clutter not being removed from the house, the added prints and time for additional paperwork needed by the county, and the non-work hours that we spent at the home trying to satisfy the client.