Complaints

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

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  Floors Etc.

  9603 Deereco Road Suite 200 Timonium, MD 21093

• 

  Floors Etc.

  9603 Deereco Road Timonium, MD 21093

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:11/13/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We purchased carpet for our home and noted excessive fuzz coming off our wool carpet. We have notified the store of faded color as well. We did receive a notification that the manufacturer claimed it was due cleaning but no on has ever come out to look at the carpet. We did contact hydroclean who forwarded a list of their cleaning products. Incidentally they are the cleaners for 3M company. So far we have contacted floors etc multiple times since June with no concrete response.

  Bureau Response

  Date: 11/22/2023

  John ********
  Floors Etc. 
  

  **** ******* **** ***** ***
  ********* ** *****
  
  
  
  
  
  Dear John ********:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 11/13/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Stanford *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Linda *****
  ************************
  
  

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Stanford *******
  
  
  
  ** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Customer Services Issues
  
  
  
  Customer’s Statement of the Problem:
  
  We purchased carpet for our home and noted excessive fuzz coming off our wool carpet. We have notified the store of faded color as well. We did receive a notification that the manufacturer claimed it was due cleaning but no on has ever come out to look at the carpet. We did contact hydroclean who forwarded a list of their cleaning products. Incidentally they are the cleaners for 3M company. So far we have contacted floors etc multiple times since June with no concrete response.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Replacement
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 12/01/2023

  John ********
  Floors Etc. 
  

  **** ******* **** ***** ***
  ********* ** *****
  
  
  
  
  
  Dear John ********:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 11/13/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Stanford *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Linda *****
  ************************
  
  

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Stanford *******
  
  
  
  ** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Customer Services Issues
  
  
  
  Customer’s Statement of the Problem:
  
  We purchased carpet for our home and noted excessive fuzz coming off our wool carpet. We have notified the store of faded color as well. We did receive a notification that the manufacturer claimed it was due cleaning but no on has ever come out to look at the carpet. We did contact hydroclean who forwarded a list of their cleaning products. Incidentally they are the cleaners for 3M company. So far we have contacted floors etc multiple times since June with no concrete response.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Replacement
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 12/19/2023

  John ********
  Floors Etc. 
  

  **** ******* **** ***** ***
  ******** ** *****
  
  
  
  
  
  Dear John ********:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 11/13/2023 by Stanford *******.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

  Linda *****
  ************************
  
  

  
  

  Bureau Response

  Date: 12/19/2023

  Stanford *******
  
  
  
  ** *** *****
  
  
  
  
  
  Dear Stanford *******:
  
  
  
  This message is in regard to your complaint submitted on 11/13/2023 against Floors Etc..  Your complaint was assigned ID *********
  
  
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  
  
  
  **BBB Holiday Schedule:
  
  BBB Serving Greater Maryland will close at 2:30pm on Friday, December 22, 2023 and will not re-open for business until 8am on Tuesday, January 2, 2024. BBB staff will be unavailable via email and phone during this time period. We appreciate your patience during this time. 
  
  

  Sincerely,

  
  

  Linda *****
  ************************