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:07/09/2022

  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.

  Our home suffered a sewer backup in a first-floor bathroom on 4/6/22. We contracted ServPro to perform the restoration work, which required new flooring. ServPro directed us to visit Flooring Depot to pick out a new floor. We took home two product samples of Karndean flooring. One was a deep brown color called "Naples". We also took another product sample home that had gray tones to it. We decided that "Naples" was the flooring color that we wanted for our bathroom. We returned to the store the next day and told the store manager, ******* *******, that we chose "Naples". Because ServPro was purchasing the flooring on our behalf, we never received any documentation from Flooring Depot. Because of supply chain and employee issues at ServPro, our restoration work was delayed until July 8. When the new flooring was laid down, something didn't seem right about the color to me. The flooring didn't look as brown as we remembered. We returned to the store the following day with some of the leftover flooring in its original box. It did not match what we ordered. It was a color named "*******", not "Naples". When we confronted ******* with this finding, she insisted that the order read "*******" all along. She admitted that if she ordered the wrong product she would have to compensate us by replacing the floor at Flooring Depot's expense, but also stated 3 months had passed, she doesn't remember and it's her word against ours as to which floor was chosen, yet the attached text exchange suggests otherwise. We couldn't remember the name of the color 3 months later, either. She remembered Naples for us. ******* appears more concerned about being right than doing right. We don't have any evidence of the color choice in documentation or photos, and she knows this. She's trying to avoid paying for her mistake and save face for her employer. We want her to do the right thing - refund or replacement.

  

  Business Response

  Date: 07/28/2022

  This the first I've heard of the complaint and am not aware of another email. That being said, we will look into this immediately.

   

  ***** *****

  

  Business Response

  Date: 08/05/2022

  Mr. & Mrs. ****** have been contacted and a resolution which includes providing their original color selection has been agreed upon.

  Customer Answer

  Date: 08/08/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.