Complaints

This profile includes complaints for Certified Flooring Installation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Certified Flooring Installation, Inc. has 13 locations, listed below.

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  Certified Flooring Installation, Inc.

  1 Levee Way Ste 3104 Newport, KY 41071-1661

  
• 

  Certified Flooring Installation

  10325 State Route 43 # 750B Streetsboro, OH 44241

• 

  Certified Flooring Installation, Inc.

  5740 North Green Pointe Drive Groveport, OH 43125

• 

  Certified Flooring Installation Inc.

  4425 Manchester Rd Kalamazoo, MI 49001

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  Certified Flooring Installation

  Madison, AL 35758

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:12/26/2023

  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.

  Going on nearly four (4) years ago, CFI was contracted to install ********* 3/4" hardwood flooring in our kitchen and family room. The problem at hand is that the ********* flooring was defective having varying widths end to end creating gaps between boards 1/16" to 1/4". Additionally, the flooring installer did not perform the installation using normal standards and practices of using tools to facilitate tight fitting between the panels that left smaller gaps throughout the entire installation. This installer taped the empty product boxes over the entire flooring thereby getting out the door. I have offered CFI in this situation to provide the replacement flooring if they will install it. This offer was rejected. I then offered to pay the installation fee again and was declined.

  Business Response

  Date: 12/27/2023

  *** ******** hardwood installation started back in February of 2022.  This job is not 4 years old as he originally stated.  The manufacturer gave a partial credit to replace the kitchen due to product issues which was reinstalled in October of 2023.  The manufacturer only agreed to repair the areas in the living room which was about 4 boards that needed to be replaced.  *** ****** has not responded back to our phone calls to schedule that area.  He has reiterated to CFI that he wants that room replaced as well.  Unfortunately, CFI has no say so on what the manufacturer approves for their products on replacement.  We are just the installation company.  Because this dispute is product related, it is between the customer and **** ***** and **** ***** will be making the decision with the manufacturer if the living room gets replaced.  We have updated **** ******* customer care department as well to inform them of the request from the customer.  At this point in time, there is nothing else CFI can do until we get direction from **** *****.

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  CFI was the installer and 100% responsible for the poor installation and workmanship.

  It is true that **** ***** authorizes the replacement of four (4) boards, but this is not an industry standard methodology. I paid for a professional installation and I did not get it. Just because we live in a smaller old house does not preclude us from a professional installation job.

  CFI was originally provided the flooring from **** ***** (That I paid for), and made no attempt to weed out defective boards, and did not install it according to industry best standards (That I paid for).
  

  
  Regards,
  
  
  
  **** ******
  
  

  Business Response

  Date: 01/08/2024

  *** ****** and I have spoken and CFI and **** ***** have agreed to replace the Family Room.  This BBB can be closed.

  Customer Answer

  Date: 01/23/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:08/15/2023

  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.

  The last week in July 2023, Tracey S****** told me he was a certified floor installer and would install my kitchen floor for $650.00. He never finished installing the quarter round only putting in one small i8 inch piece at the end of the island. I am in the process of getting quotes to finish the job he was paid to do.

  Business Response

  Date: 08/18/2023

  We did not do this installation as our office is in Hebron, KY and we do not service the Indianapolis, IN area where the customer lives in.  It appears the customer was confused on the verbiage of "Certified Installer" that she contracted.  Please remove this complaint.

  Customer Answer

  Date: 08/18/2023

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

• Initial Complaint

  Date:03/27/2023

  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.

  After purchasing flooring from **** ***** within the last 12 months they scheduled cfi flooring for the install. Their installers did such a poor job that not only did the sub flooring they install rot, leak into the previous floor of my house, but the significant black mold that was caused and transferred between floors put my children's lives at risk. While reviews for flooring companies are generally good or bad, words cannot truly express the level of fail that this company caused. I have significant damage in both the floor they poorly installed, but the rest of my house damaged by their poor install as well as health concerns. This business needs shut down.

  Business Response

  Date: 03/28/2023

  *** ******,

   

  I am having my VP of operations contact you today to discuss the installation from Nov. of 2021.  What I can elaborate on at this time is based on the inspection report from my field manager last week, it is evident that there is a moisture problem causing the issue with your subfloor.  Please see attached photos.  Mold is only caused from water and moisture, not from a subfloor or in your opinion a faulty subfloor installation.  The subfloor damage and mold is in front of the bathtub, which indicates water coming from the tub.  In no way is that caused from a faulty subfloor installation.  I will follow up on this complaint after you speak with my VP.

   

  Regards,

• Initial Complaint

  Date:10/26/2022

  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.

  Read all the complaints that people have made to date, that’s me. I bought very good carpet and top of line padding from Home Depot, 2 weeks CFI installers came yesterday 25th. Ripped up my 2 bedrooms and said they couldn’t do the job. There was water damage in one room, which my son worked all night pulled up and replaced. House is from the 70’s it was rock solid but not level. Basically they must make a lot of money because they didn’t want my job and I’ve battled it all day today 8 calls to Home Depot and CFI. finally I got someone to tell me the comments that this Installer made. the very first thing was bugs they must not be used to bugs I have a log home and you can’t keep the ladybugs out no matter what you do and I sweep them up and they come right back the second thing was the moisture And like I said my son took care of that in the one room the third thing and that’s when I blew my top was my carpet was animal urine stains throughout and no that’s not true they can say what they want I do have pets that’s why they said that because they figure OK she’s got dogs no my dogs stay in a cage at night. the carpet was cheap carpet put down in 2015 lousy padding underneath and the stains were just from In-N-Out trafficking and spills but these guys made it sound horrible they didn’t wanna put it in their van, they didn’t say that to me. OK I’m sitting here with most of my stuff out on the deck and it raining all the heavy furniture they took to my living room and I don’t know what to do I’m disabled I am ready for a breakdown this shouldn’t of happened. So I have to do something quick, but what? I see you have a lot of complaints on CFI and it’s not just me I am getting my money back from Home Depot But I would much rather have my carpet so anyone reading this CFI has a monopoly on installation. Complained that it was 1 hour 20 minutes, Home Depot shouldn’t have sold it but I did pay $95 extra. Also my son gave them $100 thinking they would be back today.

  Customer Answer

  Date: 11/04/2022

  Hello, I wanted to let you know that my carpet was installed Tuesday November 1, 2022. Excellent service. I believe that the problem I experienced was a combination of the generation gap and a language barrier. 
  I have always had good experiences with Home Depot they have always been great to work with.  They truly want their customers to be satisfied. I want everyone to know they did an A+ job very satisfied.
  Thank you Home Depot and CFI.
  
  ***** ****** 

• Initial Complaint

  Date:10/08/2022

  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.

  Very hard to contact, was not given consideration of getting the work done in a timely manner. The first two contractors for the company did not want to complete the job (Josh) he made bad comment about working with cheap flooring material and the worst part was one of them used my bathroom without asking and they also sat on the toilet as I noticed the fowl order. They did not put on shoe booties that includes Rust when he came to check on the process. I had to have my carpet clean because the drop cloth they put down did not stay in place which cause a boot print on the stairs.Russ had eluded that the carper would be a reimbursement once I had the quote. He proceeds to tell me his boss would not honor the reimbursement and would only send $25.00 gift card which is not acceptable since we had to wait three more weeks for the job to be complete. Some of the flooring was damaged, however, **** ***** made sure the new pieces of flooring were sent the next day.
  As I read through some of the other complaints they are very similar. I should be reimbursed for the time delay and having to purchase a new toilet. I feel they disrespected my home and really did not put my job as a high priority on the list. I hope that **** ***** will add other contracts to the installers and customers will have a choice and definitely not deal with ********* *********.

  Business Response

  Date: 10/17/2022

  Customer had some damaged product that came in that had to be reordered.  Our crews covered all areas with drop cloths during the installation.  We asked the customer to provide proof of the "dirty marks" on her carpet which she never sent to us.  We sent the customer $50.00 for her inconvenience and **** ***** compensated her $250.00 as well for the delays.  If the customer can provide additional pictures of areas that are dirty that *** did, we would be more than happy to look at it and make a decision if additional compensation is warranted.

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  No, they refuse to correct the error made by their company, however talking to Russ he stated his boss said they would not consider my complaint, and I had paid to have my carpet cleaned because of their lack making the situation right. As I did other reviews the complaints appear to be similar to mine. **** ***** was fabulous, but you have no option but to use their contactor ********* ********* ***. which I never will again. Very Poor customer service.
  
  
  Regards,
  
  
  
  ****** ****
  
  

• Initial Complaint

  Date:09/14/2022

  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.

  I paid for a flooring project back in June 2022 for my kitchen, 3 bathrooms and my hall, entryway and laundry room. I was required to pay for ALL products and services in order to even schedule installation. Installation was scheduled for August 29. It was a 2-3 (max) day job according to the installers. Day 1, no one showed. Day 2, 3, 4, 5 and two contractors came arriving around 11 am and leaving at 3:50, 3:10, 2:30, and 2:10 (I have a ring camera to prove this). In that time, NOT ONE ROOM was completed. One of the contractors came back on Labor day from 9:30-5:30 and spent the entire day hand cutting the quarter rounds. He said he'd be back in two days. I received a call from CFI in between to say his van broke down and they wouldn't complete the work until late Oct/early Nov. I called Home Depot to tell them and ******* and ******* got involved. CFI sent a new contractor the following Sat (9/10) to 'finish' and when he saw the work done previously, he said it was not done right and he couldn't do anything. I called ******* (Home Depot manager) again. She drove out to CFI on Monday to discuss. I was supposed to have the new guy come in and finish within the week. I just got a call saying that they can't come for another 3 weeks, to which I said was unacceptable. I absolutely can't wait another 3 weeks, making a 3 day job over 6 weeks to do, and by the way, all my furniture is moved and you can't walk on the floor and the bathrooms have no toilets downstairs. I have contacted an attorney and have requested all my money be returned and the floors be restored to the way they were. I'm awaiting on an phone call back. WORST EXPERIENCE EVER. I can't believe Home Depot would contract out with such an unreliable company and treat a long-standing customer with zero regard to get this completed. I have multiple email exchanges and texts and voicemails from this company. All I want is the job completed - THIS WEEK AS PROMISED.

  Business Response

  Date: 09/15/2022

  The original order is for sheet vinyl in Hall/Entry. and
  Vinyl Click in the KIT.   The Vinyl click in KIT was
  completed.   Customer insisted the Laundry and Foyer were also
  getting done,  They were not measured. HD is dealing with that.  We
  returned on Saturday 9-10-22.  The customer then stated she did not
  like the sheet vinyl and wanted to switch to a Vinyl click.  The store had
  the product she wanted but she refused to pay for the 6 bags of leveler needed
  so we could not do anything. We also could not do the 2 sheet vinyl baths we
  were going to do Saturday 9-17-2022 because the shut off valves had leaked and soaked the
  floor(s).     (WE did not do the toilet removal)  Most
  of the delays were caused by the customer switching the product, the valves leaking
  and the 2 areas not measured.
  
  Resolution,  I have the installer going out this SAT to
  at least do the leveling (Which the store is taking care of) and the vinyl baths
  if the leak has been resolved and the substrate is dry. (None of which she
  mentioned in her complaint)
  

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. ******* just called me and they are coming out today. I am very appreciative.
  
  
  
  Regards,
  
  
  ******* ******