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:04/29/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Our experience with ******** Floor Covering began on a positive note but ended in significant disappointment. We received a $20,000+ quote for flooring across several cabins and agreed to a $10,000 down payment via Bill **** their originally preferred method. After confirming the payment, we received additional emails from the same email account asking for a screenshot of the payment and later requesting a wire transfer instead because of some check issues they were having.Though the emails matched Coopers address, we later learned Marys account had been compromised. She confirmed she had no record of our payment-related emails and had recently changed her password. Unfortunately, the wire transfer had already gone throughresulting in a $10,000 loss. The lack of communication during and after the incident raises serious concerns about the nature of the fraud and how it was handled internally.After returning from a trip, we reached out hoping to discuss a path forwardpotentially with a reduction in the total price, as previously discussed with ****. Instead, we were told the order had been canceled with no prior notice and they said they had to pay $800 to ship it back. This occurred just weeks before our scheduled installation, leaving us with limited time or alternatives.We asked to speak with the owner and were told he would reach out. Despite multiple follow-up attempts over several weeks, we received no response. All communication from Coopers stopped, which was particularly frustrating given the financial and scheduling impact on our end.We are not placing blame on any individual, as we cant confirm the source of the fraud. However, the lack of communication and resolution leaves us uncertain and disappointed. We still hope for a phone conversation with the owner to acknowledge the situation and explore a compromise that reflects shared responsibility. Open communication is essential if theres any chance of moving forward.

  Business Response

  Date: 05/13/2025

  We enjoyed working with the ******. We are a small flooring business in a small town and we strive to make 100% of our customers happy.I had been dealing with Mrs. **** for many months via email and phone. Everything was going great. Mr. **** called to confirm the order and he asked me if we wanted a check 0r for them to wire the money? I told him that we required a check. About a week later we received a $10,000 check for half the job and we deposited it. We then ordered about $8,000 of material which we paid for with the **** check Our bookkeeper called about 4 days later and told us that the ********** stopped payment of the check. I called them and asked why? ****** informed me that after I had talked to Mr. **** that I had emailed them to change the method of payment to a wire. We finally figured out that someone had hacked my email and Mr. **** had sent a wire for $10,000- which didn't go to Coopers. I was very concerned and as it was a Friday afternoon I offered him my cell phone number so we could communicate right away and see if there was something we could do. Mr. **** declined to take my number because they were headed on vacation the next day and didn't want to be bothered. While they were gone for 2 weeks or so, there was no communication with them. We are a small company and we don't have the means to pay out that money and get nothing from the customer. We decided to send the *********************** back. We had to pay around $1,000 restocking charge, but we had no choice. We didn't respond to them for a while because we were so shocked that this happened and weren't sure what to do. I called them and said that if they paid us the restocking charge and we would be glad to do the job. All they were worried about is getting a better deal from us because they lost money because of the fraud. As I keep saying- we can't afford this because of the restocking charge. As far as communicating I couldn't talk to them because they didn't want to be bothered on vacation

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23263173
  
  I am rejecting this response because the central issue remains unaddressed in your response: the serious lack of communication throughout this process, particularly before the cancellation of our order and the complete lack of follow-up despite multiple attempts to reach you afterward. We understand that you're a small business and recognize the challenges that can come with unexpected circumstances, including fraud, however, the lack of communication with us remains a big concern. 
  
  To clarify:
  While we were indeed on vacation, we never indicated we did not want to be contacted at all we simply declined the offer for a personal cell number at that time. That does not mean communication should have stopped entirely for two weeks, especially when an active order and financial matter were at stake.
  

  When we returned and reached out, we called 5-6 times inquiring about reordering, even at full price and were met with silence. There was no reply, no update, and no direction, which left us in limbo after a serious situation involving fraud and a canceled order.
  

  We were not informed that the materials had been returned until after the fact. That was a major decision made without even attempting to consult with us, despite multiple open channels of communication.

  In short, while we understand the stress this incident may have caused your business, we were left out of the loop entirely at critical points, which only compounded the loss and frustration on our end. If we would have heard back from you after learning of the returned product, we would have proceeded with the project as planned, but we were forced to pivot to a different vendor because there was no communication. Timely and clear communication could have potentially salvaged the situation for both parties.

  We hope this feedback can serve constructively and highlight the importance of transparent, two-way communication in the face of unforeseen complications.
  
  Sincerely,
  
  **** & ****** ****