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Business Profile

New Carpets

Custom Floors, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 status

Complaint type

  • Initial Complaint

    Date:05/09/2024

    Type:Customer Service 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.
    ********************* as promised for weeks to fix our grout that was cracked due to **** now shimming floors properly. **** responds, goes unresponsive, responds, goes unresponsive . . . and repeat. We are going on 4-6 weeks of this pattern. I need the grout fixed and the business to respond. Also I have followed up with **** 3+ times regarding **** coming to fix the squeak in our flooring on a time of Saturday May 11 - and again **** has gone unresponsive. Customer service obviously is not their business model. I need my house back and put together and *********************, the ** to do his job and respond.

    Business Response

    Date: 05/23/2024

    Our installer went out on Saturday June 11, 2024 at the request of ************************* of Rise Builders to add some support from underneath to help some movement in the subfloor. Our installer also worked to stop some subfloor squeaks, which is not typical to what we do. The floor covering that Custom Floors has been contracted to install in her home is a floating vinyl floor.It is not glued or attached to the subfloor. By nature, a floating floor will have some movement between the finished floor and the subfloor. If there are framing issues of the sub straight and they are causing movement or dips in the subfloor, that is not in the scope of work of a flooring store. 

    We have been told by our Builder who we were contracted thru to do this job that he has been advised by his attorney to not go back to this job at this time. We have been told the ********* owe Rise Builders a substantial amount of money for the work he has performed. His attorney has advised him to stay out of the house and he would take it from there. ***** has shared this with me and also stated that in reference to the alleged framing issues that she is claiming that he will not be going out to address anything at this point with the *********.

    Custom Floors can not go back to discuss the alleged framing issues with the ********* since this is out if our scope of work as a flooring contractor.

    The countertops have been caulked where they meet the backsplash and addressed by Custom Floors, but there is nothing more we can do in regards to their alleged issues with the flooring that has been installed by Custom Floors. 

    *******************

    Customer Answer

    Date: 05/23/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    The issue with the flooring is not the movement of installing vinyl or LVP flooring it is a dip in the floor towards the framing, the same as to which Custom Floorings fixed throughout the entire home.  I am requesting Custom Flooring fix the flooring as they did throughout the entire home.  Yes, ***** and I both have attorneys, however, ***** (per his own text messages) said that he was going to fix the flooring outside of the dispute with the attorneys.  **** entered our home at *****'s request after attorneys got involved, so any claim otherwise is false.   I dispute any claims that I owe ***** money for a project he did not complete which is outside of this issue and is not the business of Custom Flooring. 

    So, I reject Custom Floorings explanation and request that it fix the floors. 


    Regards,

    ***********************


    Business Response

    Date: 06/06/2024

    Custom Floors was at the ********* home on 6/1/2024and addressed the flooring concerns to the satisfaction of the clients.

    Thank you,

Custom Floors, Inc. is NOT a BBB Accredited Business.

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