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:08/10/2023

  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.

  I ordered flooring from this company and immediately after it was installed, started having quality issues. I believed the product to be ceramic, which it is not. I contacted Custom Floors and they came out and replaced some tiles that were impacted initially. However, the issues continued and after only a few years, the flooring has to be completely replaced. They filed a claim with the manufacturer, but the claim was denied. We have since found out that the flooring was part of a class action lawsuit because of the quality issues, yet this business still sold and installed the flooring. We talked to the owner and she insisted she warned me that the flooring was not good quality and advised me not to purchase, which is absolutely not true.
  
  They also stated that my original flooring (which I wanted them to remove) contained asbestos and they would not remove it before installing the new floor. We have hired a contractor to replace the defective flooring Custom Floors sold us. He inspected it and confirmed the flooring does not contain asbestos. It appears to me they were dishonest about the presence of asbestos to avoid doing the work to remove the old flooring before installing the new.
  
  Overall, the company is dishonest and does not stand behind the products they sell. The owner claims she told me not to purchase this flooring, but then went ahead and ordered AND installed it anyway. I am elderly, was taking care of my elderly husband, and they took advantage of me.

  

  Business Response

  Date: 08/23/2023

  In 2018 the consumer bought the flooring ovations in the color stone ford almond at the recommendation of their contractor ***** ******. The flooring was something our store did not carry at the time but had access to. We were contacted prior to installation of her existing hard surface floor. Any floor installed or purchased prior to 1976 runs the risk of being contaminated with asbestos. Industry standards allows installation overtop of these floors to avoid asbestos disruption. The customer called within a couple of months with issues after dropping a knife on the floor and it penetrating it. Repairs were made at the time to rectify the issue. Later on the customer called  again and complained of excessive ware and damage. We then hired a warranty inspection by an independent inspector for the product made by *********. In their findings it was determined to be excessive abuse and neglect. The customer was dissatisfied with this answer and commutation ceased. Recently the daughter-in-law of the customer has brought back to life the issue. We have communicated and have done our due diligence to provided all necessary information and she is requesting a full refund. We will not be issuing a refund as warranty has been broken  due to neglect and abuse of said flooring.