Complaints

This profile includes complaints for Floors Today LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Floors Today LLC

  470 Southbridge Street Auburn, MA 01501

  
• 

  Floors & Kitchens Today

  10 Highland Ave Seekonk, MA 02771

  
• 

  Floors & Kitchens Today

  10 Highland Avenue Seekonk, MA 02771

  

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:06/28/2023

  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.

  Complaint: *************
  
  I am rejecting this response because:   respectfully I was always involved in all transaction although i did not go to the store in the beginning my husband brought the samples home for me to look at so i can choose which stone i would like and so he spoke to AJ to let her know because shes the one who as **** to bring it home to make sure everyone was happy at home both my children were there too as well ,, and to comment about the toilet i did not decline i ask why it was not cap as its an open sewer line and my daughter and **** was there when the secretary said they dont cap it due to pressure and i ask what i can do they said cover it with plastic so i ask a plumber about it and stated its not safe so i decided to install my toilet ,, in regards to the stone floor we pick originaly  we did not change our mind about the floor when they started to install **** notice it was gray and thats not what we pick the same day i went to the store with **** and my daughter to ask what happen britanny who is the manager said she had pick out tiles that match what we pick originally because the one we pick was discontinued then i proceed to ask why didnt they notify us and according to the secretary that the lighting in the storage isnt thr greatest but i feel they should have check to make sure its the right order before they called us that its ready to be done thats a mistake on their part ,  im not here to make issues but my life style has been upside down i have no kitchen my whole pantry is in totes and for how long do we live this way ?? i just wanted it done as soon as possible so i can get my house in order ,, 
  
  Sincerely,
  
  *******************************l come leaving me with no kitchen floor and i have things in storage , i had to put the stove back in the kitchen with a dolly , i just need my floor done this is such an inconvinience

  

  Business Response

  Date: 07/06/2023

  There are some details here which are not correct.  First, it is important to note that throughout the selection process the only customer our staff dealt with was ******************************  We have since learned that ******** is his wife, but at no time prior to installation was she involved with our team in the selection process.  The tile ordered and brought to the installation was 100% the tile selected by *******************  The tile was listed on the order and ****************** even confirmed the selection via text message with one of our staff (see attached picture). There was no discussion of discontinued tile being a factor.
  The day of installation, after the old flooring had been removed and the substrate put down, the customers stopped the install saying that the tile was "too grey".  At that point, we had to pause the installation and go back to the material selection process.  The customers visited the showroom to reselect and took home more samples. They then called the store and said they wanted actual slate rather than porcelain or ceramic tile.  This was a complete departure from what had been selected previously.  Unfortunately, real slate availability is limited and between limited availability and colors not being to *********************** liking we have yet to find a product the customer will accept.  We are continuing to source samples of available options for the customer's approval. As soon as a product is chosen and received we are happy to complete the installation.
  Regarding the toilet drain line, the installer covered this with a rag and plastic before leaving.  We have no idea why it was uncovered, but nonetheless offered to go back and re-cover it when the customer called the store.  That offer was declined.
  
  
  

  

  Business Response

  Date: 07/21/2023

  Again, I will refer you to the attached image of a text conversation between our staff member AJ and *******************  He specifically states that he is selecting the Chitwan Gris for the project.  Chitwan Gris is what we ordered and it is what the installer brought to the initial installation appointment.  It was only then that the customer decided they did not like the tile and refused to have it installed.  We have since worked with numerous suppliers to try to find a slate tile option that the customer would like.  Slate is somewhat difficult to source at this time, but we have found something that the customer viewed and approved on 7/20/23.  We are now moving forward with getting this project finished.