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:11/07/2024

  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.

  We purchased Marmoluem flooring from this business in 2018, and they came out to measure the area for purchase of the flooring. They committed to installing it. We have been patient, with challenges arising due to COVID, but they have still not been able to do this. I tried to find another installer, but no one installs flooring that was bought elsewhere, only flooring they sell. We have asked for them to either finish the job or refund our money. They are not returning our calls, and we need resolution on this please!!

  Customer Answer

  Date: 12/07/2024

  Greetings, 

  The last three times I tried to contact Roybal's Abbey Carpet and Floor were: October 8, 23 and November 14. I mostly left messages, as they did not pick up the phone, but I have spoken with the owner, **** multiple times in the last few months, never less years. Some of these conversations were at the store in *********, MT, when I went by to follow up.

  I called them back on November 14, as ****** son ****** ****** called us on November 14 to apologize for the lack of service. I left a message. I did not reach him on the 14th but called again on the 15th and he said that he was going to have their installer, ****, give us a call to schedule installing our Marmoleum flooring. We have not heard from **** yet. 

  Business Response

  Date: 12/12/2024

  
  
  On December 1st, 2017 ***** ******* Purchased twenty-eight square yards of Marmoleum, three gallons of adhesive, and freight from my store Roybals Abbey Carpet. The Hartmanns where not ready for install at the time of purchase. We lined up two different crews for her installation that are certified for installation of that product. Years went by and those installers retired from the business. ****** had called and wanted a refund for the special-order product saying we failed getting it installed. I informed her that the refund is not possible and because of there delay I would not be held ***************** years later we have still been storing her product at no charge and the adhesive is no longer good and we will not be the blame that she wasnt ever ready in a timely manner for our business policies. Our business installs all sold product within six months of a sale, and this is unacceptable of the reality of the Hartmans timeline that was not disclosed at time of sale. I was not going to sit on the phone with her arguing whos to blame for the past seven years that happened on multiple occasions. We called her back in November 2025 to tell her again no refund is available for her special order and that there is an installer now that I could recommend. After we made that call to ***** I was contacted by mail from the better Business bureau with this complaint that is the first time in 36 years of doing flooring business. So at this point we will make it possible to purchase her new adhesive at our cost at the time she will need it and they need to pick up their product from my facility because we will no longer be responsible for the free storage or the installation of this product and will not refer anyone to possibly get the same harassment we have encountered by this customer. If the product isnt picked up by February 1st 2025 we will donate it to habitat or the restore by February 1st 2025 for abandoned material. We are very sorry that this sale didnt have a positive outcome.
  
  
  The Management 12/12/2025

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22502266
  
  I am rejecting this response because:
  

  Thank you for responding. My husband ***** and I are adding our thoughts to offer our perspective. It sounds like the original staff member we purchased the flooring from left Roybals, and did not pass on the correct information about this sale:

  We did purchase these products and were not ready to install at the time of purchase and were upfront about this. We had found a product that was going to become unavailable, so we bought it about a year before we were ready. We were never told that they had a policy where they only installed flooring within 6 months of the purchase, or we never would have purchased it at this time. The first time they offered to install, they called late afternoon and offered to install the next day at 8 am, which did not work for us with such short notice, and a winter storm forecast for that day which would make vehicle access to our house impossible. The second offer was during Covid and we were not vaccinated and were not comfortable with someone coming into our very small living space to do this work. We would have liked to take advantage of these opportunities but could not.

  We did share that we were not ready to install at the time of purchase. The woman, **** ******* that we purchased from left Roybals at some point, so it sounds like our information was not shared with others.She told us they would be happy to store the flooring until we were ready, with no mention of a time limit. We built our house, and knew we were not far enough in the process to install right away.

  I did keep in touch and dropped by and called to inquire after Covid when **** thought they would have installers hired again to do this job for us. I did not ask for a refund until this year, 2024. We have been ready to install our flooring since 2018, so the delay since then has not been due to us not being ready. They just did not have installers after that first year. And I stated that we preferred to get it installed, not get a refund.

  We had one other time more recently that we did have a date for installation through Roybals. We had a gentleman come look at our job, and was going to give us a bid and come do the job within a week. He never called back, so my husband ***** called him directly. This installer said that he thought Roybals had called us to tell us he was too busy to do the job. Roybals had not shared this information.

  I find it hard to understand, if they are still selling and installing marmoleum to other people, why they could not fit our very small job into their workload for all these years. Our house is very small, farther away from ********* than most (30 miles), and we imagine we were not a priority, with them preferring to do jobs that make them more money. We greatly appreciate Roybals storing our flooring for these years, but this was only necessary due to the lack of capacity to install, with us being ready to install after the first year.
  
  I never argued when I called. I was trying to figure out how to move this forward. Would they ever be able to install this product? I even called every lead I got to find our own installer. But everyone I talked with said the same thing- they only install product they sell.

  I had talked to **** at the beginning of the summer 2024 and let him know that if they could not install the marmoleum by this fall, we would like a refund. Fall came and went, and nothing. Although I understand they do not give refunds on custom jobs, we also feel like the purchase came with a guarantee of installation, as the flooring is useless otherwise. Again,we were never told there was a deadline to this guarantee of installation. This is the first we have heard of this policy.

  So, with no hope left that this was going to happen, we decided mediation was necessary, and called the BBB on November 1, prior to the call from ****** ******. It sounds like unfortunate timing for the BBB to finally contact Roybals with this message that we wanted help resolving this situation, after Justins call. I would not have called the BBB if I had heard from ****** first. That would have made no sense. I thought ****** had called in response to the BBB getting in touch with Roybals.

  I was so exited to hear from ****** ****** on November 14, 2024, who said he understood we had been waiting for years to get this job done and that he was going to have his installer **** call us to get the job scheduled. I thanked him, and said that with winter coming, there was no rush, as again we dont plow all the way to our house, so the installation would need to wait till the spring. I did not get a call from **** to schedule for next spring,which we were ready to do. Again, our first choice was not a refund, but to get the flooring installed.
  
  We are deeply saddened by ****** response. We have in no way harassed anyone at Roybals and have been extremely patient for years with what can only be considered a very unfortunate situation, due to miscommunications and a lack of urgency in helping us out. This is the first time ever we have contacted the BBB regarding service with any business, after communication stopped and we did not see a way forward.

  With Justins call, we thought we had finally found resolution.We dont understand why being contacted by the BBB has spurred this angry response from Roybals, as to our knowledge, this has been an internal discussion, with no action on our part to defame or speak poorly of Roybals. That was not our intent. We just needed help, as no one was returning our calls, and it was going nowhere. This has been a big stress over the years, that has kept us from moving forward with finishing our bathroom, and with a kitchen floor that is still plywood.

  We would like you to reconsider this very unkind response. If you truly do have an installer that can do this work, please lets get a date on the calendar for spring and make this happen. I dont think any of us want this to end this way. This response on your part will leave us with a very negative view of Roybals, especially now that there has been an offer to install our flooring. Thank you for your consideration.
  

  Sincerely,

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