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Business Profile

Floor Installation

Watkins Floor Covering, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Watkins Floor Covering, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Watkins Floor Covering, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:06/12/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Watkins Flooring of *********/**************** took up ceramic tiles and installed LVT flooring in my home in 2020. I contacted them in 2021 after the tiles showed signs of separation and the floor made popping sounds when I walked on it in some areas. A management representative, ***************************, came to my home and agreed there was problem. In 2021, I started the process of a remodel addition to my home. I wanted floors to match. I regularly went by the *********, ** location to remind them of the problem and my desire for additional flooring in the future. After a one year process with *******************, in 2022 receiving proper permits, certifications, surveys and engineered drawing, the remodel actually started in March 2023. Watkins sent another representative, ***********************, to my home to look at the issue. He contacted **** Ind., the manufacturer and filed a warranty claim. The manufacturer sent an independent flooring inspector, *******************, to collect data on the issue. The report came back that there was no defect in the floor tiles. I continue to wait for final remedy from Watkins Flooring. Meanwhile, my contractor needs an answer, as well.Thank you,***********************

      Business Response

      Date: 06/12/2023

      Watkins Floor Covering has reached back out to **** Flooring about this claim.  Our **** representative is on vacation this week and we need him to address this issue directly because we are trying to get the manufacture to step up to the plate and do the right thing.  **** has reached out to **************** and told her it is a process that we have to go through in order to file a warranty claim. We received the inspection report from ******************* and **** on 6/1/23.  Our 1 labor warranty per her contract has expired. We installed her project on 10/07/2020.   We are trying to help her out with the material warranty with ****.

      Customer Answer

      Date: 06/12/2023

       
      Complaint: 20174682

      I am rejecting this response because:

      The substrate was not properly prepped before installation. Thus, the *** was not installed properly in 2020. Once the Watkins employees took up the old ceramic tile, no leveling compound or plywood was used to level/smooth the floors as described in the proposal. I hired Watkins Flooring as an expert in their field.  An agent from Watkins admitted to me that there were email conversations and a proposal documenting my remodel project. Later, the agent from Watkins Flooring came to my home and admitted the floors were not level. I have been in conversation with Watkins about the issue since 2021.

      Sincerely,

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

      Business Response

      Date: 06/19/2023

      Mr. ********************** will be back from a conference today.  I will get with him and ask him to respond asap.

      Business Response

      Date: 06/20/2023

      Mr. ********************** is in communication with **** and we are reviewing our internal documents about the floor prep and dates **************** gave.  Watkins Floor Covering will do the right thing but there is a process we must go through with the manufacturer.  

      Customer Answer

      Date: 06/21/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find my response to this resolution as satisfactory to me. After Watkins Flooring representative and an Independent Flooring inspector came to look at the floors, a definite cause of the problem could not be determined. 
      Watkins Flooring agreed to replace the floor tiles. I paid them to put down a leveling compound before they installed the new flooring.
      So far the new tiles look great. There is a one year warranty on the new tiles. I hope the leveling compound remedies the problem.
      Thank you thank you to Watkins Flooring for standing behind their past installation and tiles.
      Sincerely,
      *****

      Sincerely,

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

    Watkins Floor Covering, Inc. is BBB Accredited.

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