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:02/04/2025

  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.

  The installers they hired came in and were in my house for 12 hours. When they came in they didnt even know what went where. As they took out my old carpet they scratched my car and have refused to pay for the damages that they caused. They had to come back and fix carpet the next day that was coming up and our linoleum was bubbling up the next day also and they said they fixed that and they did not. All that aside, they need to take responsibility for scratching my car and pay for my husband and I back for the money we are out when we had it fixed! Absolutely will not recommend them to anyone!

  

  Business Response

  Date: 02/05/2025

  I am sorry to hear at this point that the issue has not been resolved.  As soon as we were aware there was an issue with the car, a claim was filed on our ************************* to take care of the situation.  ******************************, ****** **********, ************, claim # OSC-0005694.  Any issues with the workmanship and/or the product we will address directly with you and ****** through documented work orders.  We stand behind our work with a one-year labor warranty.

  Customer Answer

  Date: 02/13/2025

  Marcs flooring has contacted my husband and is making it right and reimbursing us for the damage to my car. Very thankful for them doing that. 

• Initial Complaint

  Date:09/15/2023

  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.

  Some time in August, they installed my carpet the last full week in August. So the guy came and didn't have the right tools and had to come back the next day. He came back and didn't finish the job, he took my door off the hinges and told me it had to be shaved down, even though Marc's Flooring said they would do it for me. I had to have another contractor come and fix the door. I had to have a subcontractor come in and he suggested that I have them come back and look at the carpet and re lay it down. I told them this but they couldn't come and look at it. They told me I had to have someone come in and repaint all of my baseboards because they nicked them. They were painted 2 weeks before the installer came to lay the carpet. Marc's Flooring scheduled me for Sept. 1st and then called and said he could not have that person come because his wife had a baby. I called and left a voice mail and no one called me back. I talked to ****'s directly and told me they have to have a 2 day window to talk to me because it was the holiday weekend and they couldn't talk to me until Wednesday. They guy came Monday and he said he just needed to trim around the edges. They said they can come back on Saturday and then said they can come on Monday. I am being treated like a yo yo.
  
  They need to be there on Saturday, Sept. 16 so that I can have my renter's move in. It takes 15 minutes and it should have been done on Monday.

  

  Business Response

  Date: 09/18/2023

  ****** - I reviewed all the notes and I am sorry there seemed to be so much back and forth.   We had someone contact you directly once the job was complete when you responded to our text with a red response.  We do that to try and get in front of any opportunities we have immediately and work to get them resolved.   I had visibility on that opportunity when you spoke to our office, and we use those events to work to close the gaps on areas of opportunity with communication and responsiveness.  The door issue is something that is unforeseen and unfortunately can't predict what exactly will need to be done with doors when there is new flooring installed.  I was not able to locate any pictures of the scuffs on the baseboards, and unfortunately that is something our installers try to minimize, but differing carpet backing, paint and how it is adhered has a different results and scuffs and knicks are inherent to new carpet installation.  I saw where we left voicemails two days in a row to work to get something scheduled so there was some lag time with communication and working to re-schedule from when we had the untimely event with the Installer having a new baby.  As of this morning it sounds like we have someone scheduled to come out tomorrow 9/19 to address trimming the few frayed areas as you suggest should only take about 15 minutes.  That should resolve the issue.

• Initial Complaint

  Date:08/10/2023

  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.

  November of 2022 dicided to have our floors in our home replaced with hardwood, we went to ****** in Derby, KS and choose what floors and set up the installation. ***** contracted our install to Marc's flooring. Marc's flooring is not in the Wichita, KS area, but out of Neosho, MO. The install was scheduled for 3 days in December, the 14, 15, and 16. Watching the installers throughout the day, they did not drop a chalk line for straightness of our floors, did not level the floor nor sand the floor to verify any lips that may exist from the sub-floor, they also started against front wall giving no proper gap. They also informed me during this conversation that they were from Kansas City, they only had 2 days to do this install as they had a tile job scheduled back in KC.
  These installers did not mix the boxes with each other to give a randomness of the colors from each box, they did not make sure that seams from on horizontal row to the next were not within 3-6 inches of each other, and since they weren't laying straight lines, there are awkward gaps throughout the flooring. As time has gone on, we have found they also did not cut flaws from the boards (hole in the wood, or chips). In our galley kitchen, they laid the floor, realized the counters were not even across from each other, ripped up all the flooring back to the stove, and utilized NEW boxes to lay new flooring using ONLY the long boards that extend UNDER my island, and some terrible gaps at the end of that run. The installer initially informed me I was going to have to get stain and poly to help cover the gaps. He ended up going to get it, while he was gone, his 2 assistants filled the gaps with sawdust. Upon his return, he stained and spray poly'd the gaps.
  
  We have had Eduardo out twice and two local Marc's sub-contrators both stating that the whole floor needs replaced. Warranty from Bruce has said it was installed wrong not a flooring issue.
  
  As of August 10 2023 still nothing has been done.

  

  Business Response

  Date: 08/11/2023

  Between Marc's Flooring and the ****** Installation Support Team, we have been actively engaged with you working on resolution for the opportunities on the job.  As I write this response, we are actively working with you and the ****** Installation Support Team on resolution.  We do have a local presence in Wichita, a warehouse, Managers and installers, but we also have crews across Missouri that will travel to complete jobs when and where necessary as we install approx 350 jobs per week out of 70 ****** stores.   There was an independent 3rd party inspection done on 2/15/23 (I attached that to this response) at your home and they identified 7 boards that were Installer related issues, and the other opportunities pertain to the tolerances of the planks from the manufacturer and the product you purchased.  They also stated the flatness of the floor was within the hardwood flooring manufacturer's tolerances.   We have the ability to fix boards in the field of the install without replacing the entire floor.  The Warranty information from Bruce did not specifically state it was Installer related (I have attached that as well), but rather stated it can occur for a variety of reasons and follows what the Inspector noted that the gapping and some of the defects in the boards fall within the manufacturer's tolerances.  We will continue to work through resolution.  

   

   

• Initial Complaint

  Date:04/09/2023

  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.

  January 2023 we scheduled an estimate with ****** via ******. The estimater came on Saturday I believe it was the 7th. We told home exactly what we wanted. Carpet throughout except a 8x4 foot are in front of the back door, where we wanted lament. About a week later ****** called with the estimate and we went in on January 20th to ensure we would be able to get sales price. When we arrived ***** with ****** realized the measurements were wrong for the lament. We had to reschedule the estimator to come back which would be after the sale, Lowes stood by the sales price. Feb 4th ****** came back out remeasured. We’d decided by then to only do carpet throughout. Feb 22 they called and scheduled the installation on March 1st. They installed but not before ripping my closet doors down and breaking the knobs the run on the rail at the top. This was on 3 doors! They scraped my brand new doors 2’ up, put a deep scratch in the new trim around front door, as well as slamming the trailer door into our gutters. I asked about the 6 seams in my living room. Which I was told close my blinds to fix it! We were like ok maybe it’ll lay down. When I got the auto text about if I was satisfied I responded red for no. The supervisor called and scheduled an inspection he agreed with my issues and they called to reinstall ALL the carpet after several calls back and forth about the same dye lot. ****** also stated they’d fix all the damage. Rescheduled for April 3rd, the morning of April 3rd Ben the supervisor called they couldn’t find my carpet! He asked who scheduled it I stated ***** at his office. I demanded a refund at this point I was done. I’m disabled and this was the second time I packed my house. **** with ****** called and I told him what happened he refunded my money that day. I contacted ****** on April 4th after left me a voicemail. They now refuse to cover the damage to my house and tried to say it was ****** responsibility. I want reimbursement for the damaged to my house

  

  Business Response

  Date: 04/13/2023

  We do apologize your experience overall was less than ideal and we acknowledged that we had several opportunities with this install performed by one of our Sub Contractor's.  I feel this BBB complaint is not justified as we were prepared and had the ball in motion to address all the issues.  I am not sure who would have told you to close your blinds to fix the issues with the seams, that is not how we operate.  We communicated with you throughout the process, on a couple of occasions and you chose to be rude and used curse words with our Team as we were being diligent and taking full ownership and preparing to re-install your flooring and address the issues.   There were some misses with communication on the re-order of the carpeting, but ultimately, we had every intention of addressing the issues.  At the end of the day, you requested and received a full refund and signed a release of claims which released us from any obligation to fix or address anything.  Your contract is with ****** and the signing of that *** pertains to anything you are saying is damaged with your home as a result of the install.  I did not attach that release of claims but can forward to the BBB or yourself to review.

  Customer Answer

  Date: 04/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I signed a release with ****** not you and I spoke with one of the store managers **** who clearly stated that the damage is your responsibility not ****** that is your business to fix the damage your employee’s caused. 
  

  As far as cussing you that’s a clear lie! I recorded the conversations and I NEVER ONCE CUSSED YOU! I did become extremely upset and said so and I could no longer speak to the lady on the phone and asked to be called later in the day! I repeatedly told you I was disabled and unable to keep packing and unpacking my home. You are an unprofessional company that will lie in order to not pay the damage you caused. I don’t understand why my refund in your opinion has anything to do with reimbursement for damage. I was called the morning of the second install and told you couldn’t locate my carpet and would to reschedule AGAIN. This was unacceptable and I wasn’t dealing with you any longer. The employee that told me to close my blinds was the shorter of the two men here that day  

   

   

  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/14/2023

  I have attached the *** that the Cx signed and it clearly states it releases us of any further obligation.  We had every intent to fix the issues, but instead you didn't allow us to and we were charged the $3200 that you were refunded.  Your contract is with ****** not ****** ********.   

  (BBB I want to make sure the document I attached is not able to be viewed publicly but shared to satisfy the complaint.)

• Initial Complaint

  Date:02/01/2023

  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.

  Everything went really well with the scheduling process, but as soon as it was time for demo and install, it went down hill quickly. This was scheduled through *****.
  
  They were set to arrive on 01/30 at 8AM. At 11AM we reached out and were informed that they had double booked. We explained we were pressed on deadlines for cabinets, and were flexible, but we needed to know when they could reschedule, but it needed to be prior to 02/03. They agreed that they would come out on 02/01 at 8AM. It would be a crew from another city, but they were good.
  
  On 02/01, no call/no show at 8AM. At around 11:30AM I received a call saying they would arrive at 2PM. I was concerned that this was a late time to demo, but they confirmed all of it could be done within 3-4 hours. At 1:50PM I received another call letting me know they'd be arriving at 4PM. At this point, I was very concerned, as we live in the home where the demo is taking place. I called ***** and asked if I had other options: this or a refund. I should have taken the refund.
  
  At 5:17PM they showed up to begin the demo. They planned on doing both rooms (a total of 400 square feet), but you could tell they were nervous on the timeframe. We said the kitchen is a priority, but we don't want people in the home past 9 PM. Our text message from them previously stated "They'll be there at 4:30 and it shouldn't take more than 1.5 hours". They immediately started the demo without putting up a tarp or covering anything, and within 15 minutes every room in our finished home was covered in dust and powder from the tile. We at that point asked that they put up a tarp, and they did.
  
  I'm currently working with ***** to ensure we pay for the demo in the kitchen, but am asking for a refund on the install and basement demo. This was a very confusing experience, but after reading reviews and complaints, I shouldn't have made the mistake of trusting ***** to hire a contractor. We only want a refund for services not rendered.

  

  Business Response

  Date: 02/02/2023

  We do apologize your experience was less than satisfactory and we too are disappointed at the end result with us not completing your project as expected along with some other opportunities we spoke about when the Team was in your home.  I also want to apologize for putting you and your family in a situation where you had to deal with disruptions going late into the evening.  We discussed the chain of events internally with the Management Team from start to finish, identifying the opportunities and discussing what we need to do in the future to avoid repeating situations like this.  Your concerns and expectations with the time frames on when the installers were showing up to get the project completed with no issue are completely justified as I can't explain why it would have been communicated to you the way it was.    We should have done a better job elevating it internally with additional visibility as we may have made some different decisions and had different conversation.  We are committed to continuing to improve on our opportunities and take this and all feedback seriously.  Our Teams install approx 400 projects per week with great success and great customer satisfaction.  Unfortunately, we have projects that we have opportunities on and will continue to work to minimize those.

• Initial Complaint

  Date:10/20/2022

  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.

  Marc's flooring was contracted by Lowes to install carpet that we purchased through the store. The first installation was done so poorly that we had to reorder carpet and have it installed again. During the 1st install, Marc's installers damaged 3 of the 5 pieces of furniture in our tv room. We contacted lowes and they advised not filing a claim with Marc's until after the problem was fixed. After they reinstalled the carpet we filed the claim for the damaged furniture and after requesting photos, Marc's has not responded since. They keep referring us to Lowes who is unwilling/unable to have the furniture repaired or compensate us for the damage. Marc's has not acted in good faith. I have requested to file a claim on their insurance and Lowes and Marc's have not responded to my requests.

  

  Business Response

  Date: 10/25/2022

  I apologize you have had an experience that doesn't live up to your or our expectations and appreciate you bringing it to our attention.  We take all issues that don't live up to expectations seriously.  We did send an Installation Manager out and reviewed the situation with the carpet and addressed that.  There are some questions that remain unanswered on our side with the information on the furniture damage.  That may be part of the opportunity in the lag in the responsiveness or final resolution.  We will be contacting you to set up another inspection by our Install Manager to gather further relevant details regarding the damage.

  Customer Answer

  Date: 11/02/2022

  The company came out last week to assess the damage but we have not heard anything since then.

  

  Business Response

  Date: 11/02/2022

  Our Install Manager met with the customer on Oct 28th to assess the situation.  We have been working the last few days internally on the details of the situation.  There are some gaps in the information, communication and some opportunity we had with timely follow up.  There are some unanswered questions that we can't point definitively to how certain damages happened.  We have been in contact with Lowe's Installation Support Team to reach out to the customer with the resolution.  That should be happening on Nov 2nd or Nov 3rd.

  

  Business Response

  Date: 11/14/2022

  As of 11/8/22 Lowe's reached out to you and you accepted the resolution that was proposed.  Again, we apologize for the back and forth and the time it took to get your concerns resolved.  We have taken some details from this situation and are applying to future situations to prevent the frustration you experienced and to prevent similar reoccurences.

  Customer Answer

  Date: 11/28/2022

  I submitted the form several days to a week ago that the company requested stating that I could not discuss or review the experience if I wanted any compensation.  Since the alternative was nothing I decided to sign it.  Since then I have received no communication from them