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:08/05/2024

  Type:Product 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.

  Company was to remove current backsplash in kitchen & to upgrade to new tile. Company advertised on website "When you're three inches from the floor quality matters."Company representative was aware of importance of timing for installation & small children present in home. ************** card were given over the phone and I was told I was "on the schedule for July 29th and 30th." I received a receipt via email the following day after company sent it to the wrong address, I had to text to ask for it. I text on 7/27/24 for install confirmation time, no response. I called 7/29/24 at 8:06am, told I should have been called w/ confirmation on 7/26/24.Installer came, removed org backsplash, said he'd be back in an hour w/ quick dry patch for the walls & would tile that day. He returned 2 hours later & left after an hour saying he'd be back at "8:00am sharp." 7/30/24 8:20am, arrived, put tile up, left for an hour, returned & grouted. Saw the work after 2pm, I pointed out issues, uneven, large chunks of ************** said that was as good as could be done. Photos attached demonstrate the abysmal workmanship, hazardous "finished product" & devaluing of my kitchen. Pattern is not even the correct pattern. Phone complaint 7/31/24 to *****. ***** made a resolution offer, I said I'd speak with my husband. We phoned ***** at 11:45am on 8/1/24, all agreed to us paying for materials & the 1.5hrs for removal of original tile. ***** said he'd call back that night with the refund amount. ***** phoned at 5:06pm, w/ no refund amount & wanted to see the tile. I offered pictures or ********** stated "I want to lay eyes on it." Between two phone calls before 6pm, ****** agreed to the time boundary of *****am for his partner to come 8/2/24. If that were problematic, ***** would call. Partner came after allotted time, I informed him he was outside of that time, he left. Phoned ***** after who was combative and defensive of his partner. Refused to honor what he agreed to with my husband.

  Business Response

  Date: 08/06/2024

  Thank you for reaching out to try and come to a resolution. Hopefully we can get any misunderstandings or miscommunication cleared up and we can agree to a course of action. 
  
  To be clear, Flooring First warranties are in effect after the contract is paid in full. The total price for this contract was $2500.00, of which we have received $1250 to date. However, we are willing to make an exception and move forward in good faith in this situation. 
  
  It is also our policy to repair or replace any work that is incorrect. We do not generally offer refunds or money off to accept bad work, even if that saves us money and time in the long run. The work is either right or it is wrong and we are always willing to correct mistakes because our goal is to make sure clients have a completed project they are delighted with. 
  
  If we receive a complaint we normally schedule an inspection at the clients convenience, review the issues and then either repair or replace the product if there is a legitimate claim.  Deviating from this process, even when it is at a clients request, generally leads to more issues and an unhappy client in the end. 
  
  In this case, we can see from your pictures that the pattern of your tile is, in fact, incorrect, that means that you are entitled to a complete replacement without further inspection. We will also send a different installer to make sure that the workmanship is up to our standards. Quality of work is not an issue we have had with the first installer before, but we will be addressing it with him and we are sorry you were inconvenienced with this experience. Please let us know when you would like to schedule your full replacement, we are very willing to work around your schedule, and if you give us a few days or weeks that work best for you we will make sure you end up with the backsplash you wanted. 

  Best Regards, 

  Flooring First

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22088380
  
  I am rejecting this response because I have lost all faith and confidence in this company's ability to redo the botched work. The lack of integrity in this company has left me no choice but to only accept a full refund. The work done has made my kitchen worse and even unsafe and will have to be corrected by a new company that has standards and integrity in communication. 

  For the record, there is no executed contract or agreement for this work. Half of the money was paid up front and then verbally agreed to be refunded minus labor (1.5 hours of demolition) and materials cost. The company agreed to send an itemized bill for this and then failed to do so and went back on their word to settle; therefore, all trust has been lost. They chose to not act in good faith. So now a full refund is the only acceptable resolution to this matter and to never be contacted by the company again. 

  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/08/2024

  Im so sorry to hear that you are not interested in having your backsplash redone with the proper pattern. We are a customer-focused company and mistakes are rare, but they occasionally happen. We would still be happy to reset this relationship and reinstall your backsplash with new tile and a different installer.
  
  
  It is unfortunate that we disagree on what was said and done after your pattern was incorrect, but we are trying to focus on solving the problem rather than going back and forth about communication issues.  If you do not want us to redo your installation we are left with two other choices, we can come in and remove the backsplash we installed that you are unhappy with, repair the drywall if needed and give you the full refund you requested. This would have to be done anyway by another company if the backsplash really needs to be replaced. Alternately, we can settle for the 1/2 down you have already paid and leave the current work in place. 
  
  
  I am sure you understand that there cannot be a full refund in any industry without returning the material.  We will work around whatever schedule is best for you, please let us know how you would like to proceed. We remain hopeful that we can resolve this issue amicably. Lastly, you and I have not spoken before, but please feel free to email me personally at **************************** as another avenue to a fresh approach. 

  Best Regards, 

  Jen, Flooring First

  
  

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22088380
  
  I am rejecting this response because:

  It sounds like we all agree the poorly and dangerously installed backsplash will have to be removed. However, as I have communicated previously, the trust in your company has been broken. The fact that my baseboards and woodwork were damaged by sloppily applied grout is just one of the many reasons why I do not trust that your company could successfully demo your previous work without causing further damage to my home. It also sounds like your ask is the tile from the backsplash made available to you in order to resolve this situation and finally refund my money in full even though we are not taking into account damage done and two days wasted and the time spent going back and forth. With those items in mind, I can offer one option. Once a different, professional company, is confirmed to perform the work, the materials removed from the backsplash will be placed at my curb, your company can take them from there. I can post on here the day and time you can procure those items. So please issue me a full refund immediately and I will reach back out when that time is scheduled. 
  
  It is standard in all customer facing industries to try and communicate in a clear and effective manner. It is concerning that you are trying to convey that myself and spouse were simply misunderstanding what your representative said he would do. Maybe this is a teachable moment for you and your staff around valuing customers time and mindful communication.
  It also might be helpful to have a more rigorous hiring process for your installers since your whole team seems to be surprised at the quality of work and inability of the installer to follow the work pattern or even use spacers. Or perhaps that goes back to poor communication to your team members around what the job and expectations are. Since you have used this forum to express how consumer focused you are I hope this constructive criticism will help you to be successful moving forward.
  
  Sincerely,
  
  *********************************