Complaints

This profile includes complaints for Choice Floor Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Choice Floor Center

  8800 Lottsford Rd Largo, MD 20774

• 

  Choice Floor Center

  1995 E Chaneyville Rd Owings, MD 20736-4317

• 

  Choice Floor Center

  231 Bugeye Sq Prince Frederick, MD 20678-3477

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:06/10/2025

  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 contracted with Choice to produce and install new stairs, railing, balusters. The stairs were produced by Choice and I had to have my own contractor install. Once the stairs were installed I took a few photos and sent them to my salesman. He called right away and advised to be very careful on the steps as they were not produced correctly. there was no center ******** or extra support on the open ends. Choice added the ******** and extra support a few days later. Choice then installed the railings and balusters. The bottom railing was crooked and leaning out to the left. The balusters were not correctly installed. Numerous ************ messages were exchanged. All I was told is they are having issues with new computer program. It took a month and four attempts to get the railing & balusters installed correctly. This job was supposed to take one day to install railing & balusters. Each time they came it was another mess and time. There was also a large box of wood materials & saw dust left in my yard. Choice employees said they could not remove the debris since then did not have room in their jeep. Needless to say the debris was my problem. I put the box in my Explorer and all the saw dust was loose and went everywhere in my veh. My salesman even agreed that I should not of had this many issues. Any assistance from BBB would be greatly appreciated.

  Business Response

  Date: 06/16/2025

  Hello Mr. ****** I sincerely apologize for your experience with Choice Stairways. This is not the type of review we strive for and take accounts like this very seriously. I do want to clarify that your complaints are with Choice **************, not Choice Floors, as your initial comments referenced. 
  While our software changeover was a large part of our struggle earlier this year, there is no excuse for the lack of communication from our internal team. Since this time, we have re-staffed our customer service team, almost entirely; as well as restructured our installation process and communication workflows. We sincerely hope that you are satisfied with the end result of the products installed on your home and deeply apologize again for the bumpy road to get there. If there is anything else Choice can do for you to help ease the stress of this situation, we're more than open to hearing what that would be. 

   

  **** ******, Vice President of Operations, Choice *************** 

  Customer Answer

  Date: 06/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23450644
  
  I am rejecting this response because: Before job was completed a manager called and offered me 1k to make me happy. I told him getting the job finished would make me happy. I did not turn down the 1k. I think a 1k settlement would be fair, since the job also took up my days and the debris I had to dispose of that was left in my yard. Very frustrating. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/27/2025

  Hello Mr. ****** Choice has no problem standing by the offer made to you previously for a refund of $1,000 for the inconvenience and frustration involved in completing your job. I will reach out to our accounting team on Monday (June 30) and initiate a payment to you based on information we have on file. If you'd like to email me directly with any change to your mailing address or contact information I am happy to update our records. My direct email is ******************************************************************************

  Thank you, and again Choice does sincerely apologize for the experience you had working with our team and take your feedback very seriously. 

   

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

  Vice President of Operations

  Choice **************

  Customer Answer

  Date: 06/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ****** *****