Complaints

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

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Refloor, LLC has 15 locations, listed below.

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  Refloor, LLC

  1960 Research Dr Ste 300 Troy, MI 48083-2162

  
• 

  Refloor, LLC

  5140 W 79th St Indianapolis, IN 46268-1603

  
• 

  Refloor, LLC

  720 Trumbull Dr Pittsburgh, PA 15205

  
• 

  Refloor, LLC

  5215 Linbar Dr, Nashville, TN 37211

  
• 

  Refloor, LLC

  5480 Cloverleaf Pkwy Ste 9 Cleveland, OH 44125-4867

  

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:10/18/2023

  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.

  Installers stated they could not install floor and I asked for my initial $6736 refunded. Was told by management that refund was issued 10/6. It is now 10/18 and still no check. I have called and was assured the check has been sent, however this has not been received. I need these funds for my new installer! Mail doesnt take this long.

  Customer Answer

  Date: 10/19/2023

  Check received today.  This issue is resolved and you can close the case.  Thank you.

  

  Business Response

  Date: 10/20/2023

  Dear ********,
  
  I hope this message finds you well. We would like to address your recent complaint regarding the refund for your initial payment of $6736. We apologize for any inconvenience you have experienced throughout this process.
  
  Upon investigating your complaint, we have identified that the check issued to you has been cashed. We understand the frustration you must have felt, and we sincerely apologize for the breakdown in communication, which resulted in unnecessary concerns and delays. Your satisfaction is our top priority, and we regret any inconvenience this situation may have caused.
  To prevent similar issues from occurring in the future, we will be revisiting and improving our refund process. Our goal is to provide a more streamlined and transparent experience for all our valued customers.
  
  Once again, we apologize for any inconvenience you have faced, and we appreciate your patience and understanding during this process. If you have any further concerns or if there is anything else we can do to assist you with your flooring project or any other matter, please do not hesitate to reach out to our customer service team.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 10/20/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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.

  Transaction was completed on Aug 30. Next day was advertised 20% off and was not offered to us.

  

  Business Response

  Date: 09/08/2023

  Hi ****** - We appreciate your feedback and understand you are confused and believe you did not receive the best discount available at the time of your purchase. Let me clarify and assure you that you did receive the best discount available PLUS a whole lot more.
  
  Your purchase on August 30 included our August promotion of free installation, which is equivalent to a 20% discount of your total purchase. Additionally, you received an extra 10% off as part of our ongoing customer appreciation program, so you actually received 30% off your project which is 10% more than customers who purchased under our September offer of 20% off.
  
  Thank you for choosing Refloor. You new floors are absolutely beautiful!

• Initial Complaint

  Date:07/14/2023

  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.

  We used Refloor and the more we walk on the floor the more we dislike it. They left glue all over the floor and were told to use fingernail polish remover to get it up. It now has marks on the floor where we tried to get it up and it wont go away. Also we were told they would level the floor where needed. Now as we walk on the floor it sounds hollow in several places. It sounds like a cheap floor we installed. The bathroom floor has a big gap from the wall and we have to cover it up with a rug. The people they hire are not experienced in installing these floors. We would not recommend this company to anyone.

  

  Business Response

  Date: 07/18/2023

  Thank you for taking the time to speak to both **** and *******, we have a check list ensuring all issues brought to our attention are remedied at the time of service scheduled for 7/26/23. We have noted the following issues:
  
  1) Echo sound when walking
  2) Smudges on floor from cleaning
  3) Concerns about underlayment
  4) Gap at walls 

  We look forward to servicing you and ensuring that you are 100% happy with your flooring!

• Initial Complaint

  Date:04/16/2023

  Type:Billing 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.

  Changed pricing and credit stipulations. Several attempts were made but to date our $200 dollar deposit has not been returned.

  

  Business Response

  Date: 04/17/2023

  Hi ****,

  I am so very sorry that your deposit was not returned. Our process for cancelations is the General Manager is notified once you speak to your Project Coordinator, letting them know that you'd like to cancel your project. The General Manager then will give you a call to confirm cancellation and initiate the refund. It looks like our GM reached out several times and your VM was full, he then texted you to give him a call back, but did not hear back from you. In any event, I have escalated your concerns to our Director of Operations and your $200 refund has been processed to the credit card you originally used for the deposit. Thank you, and again we apologize for the miscommunication and delay. 

• Initial Complaint

  Date:03/03/2023

  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.

  They dented my Steel front door and scruffed by baseboard.They should have removed the baseboard but the dent my front door is unacceptable and did not offer to fix it or replace it. Is it normal practice to hire subtractor and not pay but only $300.00 for me to fix or replace my door. They should be fixing or replacing this door to ***************. Refloor should be paying for these damages and do not expect to file a claim with the subcontractor. I have sent the photos of the damage door to REFLOOR. I have already sent pictures of the damages to REFLOOR

  

  Business Response

  Date: 03/10/2023

  *************** spoke with our Regional Sales Manager, ***********************. There are no before photos indicating if installer caused the damage and this falls under the (RESULTANT DAMAGES) portion of the contract. *************** indicated that she wants to speak with her insurance company. 

• Initial Complaint

  Date:01/26/2023

  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.

  All I wanted from Refloor was not just a verbal estimate, I wanted a estimate with their letterhead, with their provider number, information that they are licensed and insured, along with the estimate of the suggested renovation that I wanted them to do for my home, they told me that they didnt trust the government, since it was going to a government third-party, it was going to do ************* government to go along with applications to see if I could get renovation funds from the government, and they refused to give it to me because they said they didnt trust the government! It should not be a problem to give me what I am requesting even though it is public knowledge, I still should receive it on an estimate if I requested it, which they refuse to me on the bases that they dont trust the government, and they never will!

  

  Business Response

  Date: 01/27/2023

  We installed a flooring project for Ms. ****** on January 14th, which was paid for conventionally. The communication notes confirm that Ms. ****** was completely satisfied with her new floors and their installation, so much so that she called us again to come back out on January 24th to look at additional rooms in her home that needed new flooring. Ms. ****** informed us that she would not be paying conventionally for her 2nd flooring purchase and installation. Instead, she said she planned to pursue government funding and asked for Refloor’s government provider number. Refloor is not a government contractor, therefore this project falls outside of our work scope, so we kindly declined the project.

• Initial Complaint

  Date:10/21/2022

  Type:Product 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.

  In August I obtained a bathroom floor installation quote for my 80 year old father-in-law. Refloor sent someone out to provide an estimate and then a deposit was put down and an installation date set up. The two males that came to do the installation did not provide the service, they asked if they could look in the basement and then just left the home without saying anything to my father-in-law. I called regarding that and was told that due to a flooring issue not work could be done until other corrections were made. I was going to have the repairs done and then reschedule the work but later decided on getting a refund. I spoke with ******* on August 31 and she said she had to get manager approval to process refund request and would take care of it. I never received the refund so I called again on September 19 and received a text message from ******* on September 23 stating my refund request has been submitted and I should receive a check shortly. It is now October 21, 2022 and I have not received my refund.

  

  Business Response

  Date: 10/25/2022

  Hi *****, Per our system, it appears a refund was mailed to your address. After review, the check has not been cashed, so we have placed a stop order on it, and have put a new refund in the mail today. We are investigating what happened internally that caused this to be missed, we have reissued a refund check on 10/25. 

  Customer Answer

  Date: 10/27/2022

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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