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Business Profile

Flooring Contractors

Liberty Flooring Solutions
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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:11/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Floor is 3.5 years old and is coming up in multiple places. Went through months of trouble shooting, going through manufacturer testing process, purchased a dehumidifier for crawl space (even though most places were dry), etc. Last visit was in June, I thought we were proceeding with repairs, as the built-ins were pulled off the wall and not put back. In September I reached out again and have not heard back to get a quote. Floor is now completely up in one spot and is a tripping hazard. I have a section taped down for safety. Other flooring installers stated it should have never been installed over the engineered flooring because the original floor is not flat, and there should have been no issue installing benches on it. No one else will repair it, they only advise completely replacing the flooring. I paid $7360 in March of 2021 - I should not have to pay to completely start over when it apparently should not have been installed this way to begin with. I would like it installed correctly.

    Business Response

    Date: 11/26/2024

    We had the pleasure of working with Mrs. ********* on several flooring projects. The issue in question pertains to damaged luxury vinyl plank (LVP) flooring installed over engineered hardwood in a home with a crawl space. According to the manufacturer's installation instructions (attached), this method of installation is appropriate. The damaged flooring is located in the kitchen, specifically in front of the dishwasher, a common area for moisture-related damage. This moisture can disrupt the substrate beneath the flooring. Additionally, the damage is also present in front of a large built-in L-shaped bench seat constructed on top of the LVP.
    Luxury Vinyl Plank flooring is designed to be a floating floor. By building permanent furniture or cabinets on top of it, there is a significant risk of failure, as this installation method anchors one side of the room and compromises the joints surrounding it.
    When we met with ******* earlier this year, we pointed out these issues and provided her with the installation instructions and specifications. We offered to provide a quote for replacing the damaged flooring, but we informed her that she would be responsible for the cost, as this is not a matter of incorrect installation.
    We look forward to resolving this issue with the client.

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