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Business Profile

New Carpets

Augusta Flooring
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BBB Accredited BusinessA+Rated by BBB

Complaints

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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Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Service or Repair 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.
    am writing to express my dissatisfaction with the recent work you performed on my kitchen floor. What was supposed to be a simple two-day job ended up taking over a month to complete, causing significant inconvenience and disruption to my home.

    Not only did your team fail to clean up properly after themselves, leaving my space in a mess, but they also replaced my regular baseboards with ones that are of poor quality, completely different in color and style, and not even close to the original look. This has left my kitchen looking unprofessional and mismatched.

    This experience has been frustrating, and I am disappointed with the lack of attention to detail and the extended timeline. I would appreciate a resolution to this issue, including a proper cleanup and replacement of the baseboards with ones that match the original style and quality.

    Business Response

    Date: 04/10/2025

    In response to Complaint ********,

    Dear Customer,
    Thank you for taking the time to share your concerns. We truly regret
    that your experience with us has not met your expectations, and we want to take
    this opportunity to address the issues you've raised in your complaint.
    Following your initial concerns, you visited our store and spoke with our
    team directly. At that time, we worked with you to establish a resolution that
    met your request: to have a different installer—rather than the original
    one—complete the work. We arranged for a new installer to come to your home to
    finish the job. Unfortunately, during that visit, the installer encountered a
    challenging environment, as he was subjected to strong language and aggressive
    behavior that made it difficult for him to work comfortably. Despite this, he
    did his best to complete the necessary tasks and also noted that a new
    threshold was needed. We agreed to order a replacement at no charge and
    informed you that, once received, we would contact you to schedule installation
    at a time convenient for you.
    Regarding the issue of the area not being properly cleaned after the
    original installation, we acknowledged this and offered a professional cleaning
    service to make things right. Our cleaning technician scheduled a time directly
    with you, but upon arrival, no one was home and our follow-up calls and
    messages went unanswered. We're still willing to reschedule this cleaning
    should you choose to move forward.
    In this complaint, you mentioned concerns about the baseboards installed.
    We would like to note that this particular issue had not been brought to our
    attention in any of our prior conversations. Nonetheless, we take your feedback
    seriously and are committed to reviewing this matter with you directly to
    understand your expectations and ensure a proper resolution.
    We take pride in our work and always aim to deliver quality service. We
    remain committed to resolving the outstanding concerns as long as we’re able to
    do so in a respectful and cooperative environment. A member of our team will be
    in touch to discuss next steps.
    Sincerely,
    Anthony
    Owner/ Operator
    Augusta Flooring
    ************

     

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