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:01/30/2025

  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.

  On November 26, a representative from Go Flooring came to my home to begin work on my floor. They took all day to remove the floor and when they were finished told us that it would be finished when we could get a plumber to remove the toilet and get the water leak that was under the floor repaired. We got those issued repaired the same day. On Tuesday, a representative returned and told me that they could not do anything until the floor dried and they were sure there were no other issues with the subflooring. After a couple hours, the manager of the subcontractors that Go Flooring uses in ******* came to the house and said that they could put down the floor in the bathroom and living room, but it would be the next week before they could fix the rest of the floor. I had to spend Thanksgiving with a big hole at my backdoor and one at the base of my cabinets. I was promised that they would bring enough plywood to fix the floor in the places that needed repairing. On Monday of the next week, the secretary from Go Flooring called me and told me that it would be another $400 for 3 sheets of plywood, I refused to pay their outrageous price since the best plywood ********** has costs $50 a sheet. When they finished laying the floor they left the hole at the back door and the one in front of the refrigerator, now the flooring is trying to separate in these areas. With the way my floor was fixed my warranty on my floor is null and void. I would like my floor fixed and I would like some kind of assurance that the flooring is warrantied as I was promised. I filed a report with the police department the first day they were in my home, just in case I needed to file a case against this company later.

  

  Business Response

  Date: 02/06/2025

  Customer asserts that ********************** began work at their house on November 26. This work actually began on November 7. The original contract estimated a need for ******************************************************************************************************************************************* those areas, which was two 4 x 8 foot sheets. Once the removal of the old flooring was completed, it was determined that the installation could not be completed in the kitchen and bathroom due to repairs that would need to be made first. On November ************************* to let ********************** know that the repairs had been completed and that they were ready for the rest of the installation to occur. Go Flooring recommended that additional portions of the subfloor be replaced and quoted Customer an estimate for this work. This is consistent with the contract that Customer signed and initialed. Note at the top of page 2 it reads:

  
  Unforeseen Circumstances: Customer acknowledges that during the floor removal and installation process by Contractor, unforeseen issues,such as subfloor repairs may be encountered, potentially incurring additional costs and delays unless explicitly specified in the below Scope of Work.

  
  Customer declined to approve the additional cost and directed the team to continue the installation. On November 12 the Customer completed a QA call with our team and said that things looked good. Go Flooring performed every obligation in the contract with the Customer. Additionally,Customer asserts in the complaint that they had to spend Thanksgiving with a partially completed project, but that is not the case. The Customer is confused on the dates of when this installation occurred.

  
  Post receiving this complaint, Go Flooring has reached out to Customer in an attempt to resolve any concerns. The Customers phone number was not set up to leave a voicemail and the Customer never called ********************** back. 

  Customer Answer

  Date: 02/07/2025

   
  I am rejecting this response because when I spoke to **** at GoFlooring, "I told him to fix the floor and I would pay a reasonable price for the plywood." My floor was patched and the new flooring put on top of the two holes. Nothing was done to the floor in those areas, and they are about to cave in.
  
  

  

  Business Response

  Date: 02/11/2025

  Go Flooring has returned to Customer's home today (2/11) to assess Customer's concerns. ********************** and Customer have agreed on a path forward that Customer is satisfied with, which includes replacing plywood at a reduced rate. We expect that Customer will be satisfied such that after the service is completed tomorrow (2/12) the Customer will want to withdraw their complaint with the BBB. 

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  

  Go Flooring repaired the floor from the Refrigerator to the back door. It did cost me a little more but with the amount of work they did I was happy to pay them to repair the floor.
  
  Thank you for your help,

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

  
  

• Initial Complaint

  Date:11/27/2024

  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.

  I am Canadian and everyday I get calls from Go Flooring in **************. They hang up as soon as I answer. Sometimes 7-8 calls a day. Its always a different number. I call back and they answer and I explain to them what is happening and they said they would stop it.They have not after multiple calls to them and the last one they blamed me. I have never done business with this company before and **** now even if I could. I have tried my hardest to get them to stop even messaging the CEO on Instagram to no avail. This is my last ditch effort before I call an attorney is **************. I just want it to stop.

  

  Business Response

  Date: 11/29/2024

  Go Flooring has not been calling this individual. We have reviewed all of our outgoing call logs and we do not have any outgoing calls to this individual. We have added this individual to our Do Not Call list a long time ago, when he first called in to us. We have taken his complaint very seriously and we have reviewed all of our call logs in detail and reached out to our calling platforms that we have these numbers with, as well. The only possible explanation that has been given to us by our calling platform is that someone else is spoofing our numbers and calling this individual. We have no ability to stop the calls coming to this individual as we are not doing it. Our only suggestion is that this individual block these numbers. We have suggested that solution to him previously when he called in. 

• Initial Complaint

  Date:07/29/2024

  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.

  (Last Email I sent to go flooring 7/29/24) see below.Good afternoon, Not ONLY was your sales guy pushy and communication halted after we signed the contract but also your guys were careless with the job that was being done back in April/May on the first field show up to do the actual work and the second go around yet again after I explained I wanted a new crew I was dealt with the same guy I had issues with in the beginning but was promised a new crew would be out here (yea that was false); however that didn't happen, I began to let them proceed with correcting ALL the issue from the first install as there was a different guy with him. Then to find out a couple weeks later the piece was coming up around my fireplace as you see in the picture I sent you so I needed someone to come back out AGAIN. Well here we are 1:23pm on 7/29 when my service was scheduled for 8am-10am and no one showed. I received a text message back on 7/23 from ************** stating that they had service scheduled for me to come fix this issue and they would be here on Monday 7/29 between 8am and 10am. We all confirmed you can see the image attached. At this point the careless communication from the gecko, false advertising on flooring that we choose, the salesman, & the sloppy work done not once but TWICE and because I was informed of a scheduled time I had to MISS work for a NO SHOW?! I am done dealing with Go flooring customer service all together, **** (done dealing with) and anyone else here. I am going to put a complaint in with the BBB because this has been a nightmare to say the least from the very beginning. I have given you all optimal chances to correct these issues, sent multiple emails with no response until days or weeks later, and not only do I keep getting the cold shoulder from this company and continue to find issues ************** after the job was done but we are now almost 4 months in and it's been a headache ever since.

  

  Business Response

  Date: 08/19/2024

  The customer had requested a service to correct the issues that had taken place with her install, unfortunately due to unforeseen circumstances, the crew that was scheduled to go out was not able to make it that day. 
  We called and attempted to reschedule the service, but the customer was unwilling to reschedule the service. We have attempted to make contact multiple times since so we can solve for this issue, but have not been able to connect with the customer. 
  
  We are eager to get these issues resolved as soon as the customer is available for a service appointment. 

  Customer Answer

  Date: 08/19/2024

  Please see my response attached. 

  

  Business Response

  Date: 08/27/2024

  We have reached a settlement with the customer that includes both monetary compensations and an additional service to be performed on Friday 8/30. Once completed, the customer has agreed that this issue will be closed. 
  

• Initial Complaint

  Date:05/18/2024

  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 had Go Flooring install *** in our entire home. We had issues arise like when they were trying to replace the sub floor in the master bedroom they cut the water pipe that I ran to the parts store and fixed that and I didn't complain to the company. But we had them return on September to repair a piece of flooring in our kitchen. They pulled out the refrigerator and pulled up the *** to repair the floor(pic 1) you can see there was no damage. They finished, and pushed the refrigerator back in and left. 6 months later we noticed the floor in front of the refrigerator getting soft so we called them back to look. The men showed up and agreed it was soft so they struggled to pull the refrigerator out and got in the space, seen a small amount of water on top of the *** and couldn't figure out where it was coming from until he ran his hand down the water line and pulled up the *** to see the extensive damage to the sub floor. There was puddles in spots and they continued pulling the *** to see how far it went. They then went outside to call their boss, came back in picking up the *** and looking for the water line, I already took (pic2). They said their boss ****** told them to leave so I called ****** and he said they will no put in a claim, that we could have moved the refrigerator ourselves and punctured the line(my wife and I are both disabled) and for us to put it through our home insurance. They left is with a wet saying floor, no *** in the kitchen and a molding subfloor and cabinets (rest of the pictures).We can not match up the cabinets, they are molded and falling apart now. I had to pay penalties on my 403b for withdrawing it early and will have to pay penalties in next year's taxes because I had to pull it out early Cabinets we ordered@ ********** almost $10k The counter tops $2,800 And a contractor to rip it out replace the plywood and install the cabinets $6,800.

  

  Business Response

  Date: 06/06/2024

  The customer called in almost a full year after work was completed to request that we repair a few areas of flooring in their kitchen. We went out to complete the work and recognized that the damage was coming from a leaking waterline in the fridge and the subfloor needed to be replaced. 
  
  We advised the customer that in a situation like this where the issue is unrelated to the flooring work performed and is the result of a faulty appliance, the process is for them to file an insurance claim and if during the investigation, their insurance company found us at fault, we would immediately begin correcting the issue. 
  
  We are still waiting for them to follow up with the results of the insurance claim. 

• Initial Complaint

  Date:12/11/2023

  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.

  Week prior to Dec 3, 2023, I contacted GoFlooring. The estimator, *******, came out Dec 5th We discussed material options & financing for Kitchen. Before Contractors got to My home the next day I called and discussed My bathrm added to the job. Subsequently I decided just the kitchen. During the change the original ******************** was cancelled. Contractors had an unsigned paper contract but somehow misplaced it before leaving My job. As the process began I realized how unqualified/irresponsible. 1st , an area that had to be repaired had a rotten area they were just going to cover up. While moving Oven, they pulled on the handle and it separated the 2 glass panels. I tryed 2 explain and even goggled it but they refused to repair it. Caught the foot of stove a new board chipped it/ was not planning to replace it until I pointed it out. Came to Me to sign a disclaimer that they were not responsible which I DID NOT. I contacted **** at GoF and was politely asked to let them do their job. Immediately the contractors became more clumsy. I had stepped outside to regain My composure when I heard a noise and came in to see My brand new frig in the side of my microwave and the corner cabinet, leaving dents and a broke panel on microwave.I had requested that they leave the appliances out, but again while they moved the dryer back in they scratched it badly after Me instrucking the frame bracket had to be remved. Found scratches & hammer dent on so called Scratch proof flooring. During the so called clean up I found screws under carport area contractors left and refused to clean up. MY TRUCK IS USUALLY PKD THERE I immediately sent pictures & called 3 different managers. THEY TOTALLY IGNORED DISCUSSING DAMAGES. WAS ONLY PUSHING ME TO SIGN A CONTRACT WHICH "I WOULD NOT" !! GoF Threatening to put a lein on My Home.I would never refer this company ever! They have totally ignored the damages that was done by their contractors, not offering any resolution!

  

  Business Response

  Date: 01/02/2024

  We are currently in discussions with this customer over how best to move forward, however there is a discrepancy over who is responsible for the damage the customer is referencing in this complaint. 
  
  We ask our installers to take photos of any damage they notice in a home prior to beginning work and some of the photos of the damage provided by the customer appear to have already been present prior to the install. 
  
  The installers also have a photo in which the customer appears to be attempting to move her stove herself and then you can see in the next photo the glass separating while she was still attempting to do so. 
  
  We still intend to work towards a reasonable resolution with this customer and will continue discussing the best outcome so that they are satisfied with the outcome of their flooring purchase. 
  
  (It is not allowing me to attach photos to this message. I keep getting error messages.)

  Customer Answer

  Date: 01/03/2024

   
  I am rejecting this response because:
  I haveI have not heard a word from this company me since I made the complaint.. They have not contacted me In any  phone call or otherwise.. The pictures that they sent you are. The picture of the stove they are referring too is me showing them. What they did.  Not from me Pulling on the door opening.

  And I have went over that with a lady,  In the office that called Me during the installation. There is no way the damages was done before they came. And again, this company has not attempted to call me at all since the damage date..

  ..

  

  Business Response

  Date: 01/21/2024

  We have attempted to resolve this issue with ************, but have been unsuccessful. She mentioned in her previous note that we have not had contact with her since install, but have phone records showing multiple conversations have taken place with Go Flooring employees since the incident took place. 
  
  Despite having photos taken by our installer prior to install that show damage existed on the appliances prior to our team beginning work, we still offered ************ a $1,000 credit on her bill as a good faith effort to resolve this matter - she declined and instead requested that she not have to pay her balance of $4,479.09, which is her *full* contract price.
  
  We feel we have done everything possible to attempt to resolve this issue as we completed the work as it was outlined in the contract and have offered a $1,000 reimbursement on the contract amount. 

  Customer Answer

  Date: 01/22/2024

   
  I am rejecting this response because..Not only Their previous response about contacted me multiple times is incorrect.   In the two months when they first accepted the job, my complaint began on the day the installers came to my home!  As I stated from the beginning of my complaint, they told me not to contact them again about damages and was only interested in me signing or paying.   Only  2 times have I spoke to an administrator from GoFl about a solution  and totally disregarded everything I said.   They didn't have a legal contract & Tried to intimidate Me into signing which I would not after all the damages They did.  Company is still not taking responsibility for damages!!

   My new appliances was part of my remodeling of my kitchen area and there was no prior damage until the Incompetent installers did permanent damage.  There is no amount that they can offer me that will cover the cost of new appliances that is not damaged.

   From the beginning of my complaint, I since found that they stole a cell phone device that was on top of my refrigerator and also knocked off a food sealer and broke  it..

  Unless they want to Totally replace my brand new appliancesl, I don't feel like I owe them a thing,  Like I left a message to the administrator,  I feel like they owe me money for their incompetence in all aspects!I  The total that they quoted Me was originally $4500. I see in their response they went up to $4700 plus, which is more than quoted me in the beginning.  Alot is Veterans discount which I am a ************* ******************** Veteran.

  BBB Thank You for all Your Mediation

  
  

  

  Business Response

  Date: 02/07/2024

  Despite having photographic evidence of the damage on the appliances prior to the new floors being installed (including a photo of ************ damaging the oven door herself) we agreed to offer ************ a $1,000 credit in a good faith effort to be cooperative and try to resolve this issue. 
  

  ************ rejected the offer and insists that she not have to pay anything for the new floors that we installed in her home. 
  

  we are willing to offer an additional $500 to try to rectify the issue, but will not be able to offer more than a $1,500 credit in total. 

  Customer Answer

  Date: 02/08/2024

   
  I am rejecting this response because:  ************ is continually not taking responsibility for the damages that they did to My brand new appliances. The pictures they have are pictures That I sent them While their installers were still in my home so they would have them. The picture of me and the stove is Me pointing out the damage THEY did to the door.   They have no  legal contract with me at all, because  the canceled it, themselves..  They're installers took cell phone items from my home.  I sent the company a picture of the vacuum food sealer they knocked off the refrigerator and broke,  when they did the damage to the refrigerator.  The irresponsibility and incompetence of their Installers is what did the damages To my home!   I don't know how many times I have to go over this.

   ************ just absolutely does not want to take responsibility for employees that are illegal immigrants, that are  uninsured.  

  I refuse to let them get away with it!!

  You don't see me waiting until the last minute to respond!!

  
  

• Initial Complaint

  Date:11/09/2023

  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.

  I had LVP flooring installed by Go Flooring. The salesman told me that LVP could be installed over my existing laminate flooring. The floors have been installed for a few months and now starting to buckle and sink/raise ** in two of the doorways. I contacted Go Flooring. They came out to check the issue. The repairman explained the old floors should have been removed prior to install. This was never quoted to me, yet the salesman insists he advised me to remove them. Why would a company install something they knew could possibly fail? I was told this issue is my fault and I must pay $1,800 to repair the floors. I want my floors fixed. I don't feel like I should have to pay. They should have had me sign an agreement if there was a possibility this could happen. The company is only offering to install transition strips. I was told with this type of flooring I was told this flooring wouldn't have transition strips which is one of the main reasons I purchased this floor. Customers shouldn't be asked to pay more money to fix a floor issue that was never estimated in the first place. I ************** but can't believe they are not willing to fix the issue without paying an additional $1800.

  

  Business Response

  Date: 11/30/2023

  We are currently in communication with this customer to work out a path to resolution. 
  

  The customer requested new ******************** go overtop of an existing flooring type despite being warned that there are potential risks that come with performing the job that way. The motivation was to keep the cost of the project low. 
  

  We have offered the customer the opportunity to have her floor completely reinstalled at no cost to her. 

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  Go Flooring has agreed to remove and replace all of my flooring at no cost to me.  Thank you for your help in thia matter.
  
  Thank you. 
  

• Initial Complaint

  Date:11/06/2023

  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.

  Dates 10/17/23 -10/20/23 Charge for grinding the floors, still uneven and are already cracked because they didn't grind it enough or level.Dips on sub flooring on upper level Charging us $3500 for the wood for the sub floor and then not using all of it. Ended up loading a good amount of wood into their van. Our bed frame and headboard are ruined. Headboard scratch even if we could still use it. Mattress torn Dresser chipped Multiple chips on walls, door frames and ceilings. That we are going to have to fix and painted.Hinge on bathroom door. the time we need to fix everything, when we are putting our house on the market. Fixing all the base boards that look like trash Trash in our yard