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:04/21/2023

  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.

  I chose Payless Floors to re-do my kitchen/living room/hallway floors and I must say that I am very disappointed in the quality of work that their third party company did on my floors, as well as the customer service of their company in general. Since day one I have had nothing but issues with this company. First issue, the flooring in the kitchen kept separating from the way, they had the contractor that installed the floor come out and "fix" the issue but he didn't fix it the proper man however it hasn't come apart again so whatever he did worked after about the 4th or 5th time coming out to our home.Then we started noticing that the boards the meet are curling, the hallway there are two small boards that keep popping up, and its also separating from the wall. We contacted Payless to have them come do something about it, they tried to put the blame on the manufacturer of the flooring material so they filed a claim and sent an inspector to look at the floor. The inspector was walking with a cane and couldnt get on the floor to take proper pictures and do his job correctly. We then were told basically that it wasnt a defect from manufacturer but they didnt feel like anything was wrong with the floor that was a big deal. Well when its our close to $5000 spent to do the floors over it is a big deal. We have contacted them on numerous occasions regarding all the issues with no calls back for weeks at a time, sometimes months go by.. same thing is happening now as we are not happy with the floor as all. We spent a lot of money to do the floor and it looks horrible. We have asked for the owners information with no response to that either. The *************** that came out with the inspector stated he would talk to the owner if the manufacturer denied the claim from them to see how they can rectify the situation but its been crickets. We want this whole floor torn up and redone or a refund so we can go elsewhere to re-do the floor. This is very disappointing.

  Business Response

  Date: 04/27/2023

  Customer ************************* -Ordered and signed written contract dated 10 / 27 / 2021 for work performed and completed. See attached signed Contract with terms and policies page.
  Customer ************************* -emailed ** 03 / 7/ 2022 regarding a "hard to tell" gap showing ** in the floor at the base board - We sent the installer back and repaired the area. See attached email - Ladas Complaint

  Customer ************************* called several months later complaining when he was sitting in a chair and the sun hit the floor at a particular angle the flooring was curling at the **** ends of the floor panels, we went out and could not see any problems with the floor.Customer stated he wanted to file a claim with the manufacturer. We explained to ************************* we didnt think there was a claim but he wanted ** to request the claim with *************** (Mannington).  02 / 20 / 2023 Mannington in turn hired an independent certified flooring inspection to go view the complaint and found that there was No problem with the installation nor with the flooring. See attached Independent Inspection report pages 1,2,3,4.

  Customer ************************* called Mannington claims ***** directly complaining about the Independent inspection report he received.
  04 / 22 /2023 Customers Father came into the Payless Floors showroom yelling and complaining and demanding we contact him to settle this issue.

  04 /26 / 2023 we again contacted Customer ************************* and went to view this new issue which his wood base board molding apparently slightly shrank in size (probably due to indoor low humidity levels drying out the wood) and was showing a slight 1/16 inch gap at the floor surface. This is not any fault of ours but we offered to have the installer come back remove the existing base board and scribe it to the floor for a tighter fit. 

  4 / 27 / 2023 We get this notice from the BBB

  We have been in business for over 80 years and have had very few issues in those years. We take pride in those few issues making sure all valid claims are takin care of right away.  Apparently ************************* are one of those customers you simply cannot satisfy.
  We responded in a timely fashion to all ************************* calls, we responded with making the repair to the one justified small area. The Ladas Family Apparently likes to exaggerate their statements to make their case seem larger and must simply think he will get his money back by loudly complaining. We told Mister ***** several times that he could hire his own CERTIFIED flooring ****************** if he wanted to if he felt justified

  ********************* General Manager