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Business Profile

Hardwood Floors

Carlisle Wide Plank Floors, Inc.

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Carlisle Wide Plank Floors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Carlisle Wide Plank Floors, Inc. has 7 locations, listed below.

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    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:12/23/2024

      Type:Product 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.
      I purchased Heart Pine wide plank flooring from Carlisle and spent $41K on it. When I made the purchase I was told by the sales person that the flooring would be 15% knotty. The samples I received looked as I expected not overly knotty. When I received the flooring I was shocked by how knotty it was and the sales person came to look at it. She then told me the wood I ordered is 30% knotty. I was appalled - mislead me to. make the sale. The pictures of heart pine on Carlisle website show very few knots. I would hope Carlisle would do something about this. All they offered me was to buy additional flooring and they would ensure it was not as knotty and then I could pick and choose what boards to use. We in actuality that would mean I'd have to repurchase the entire floor.

      Customer Answer

      Date: 12/30/2024

      I was sent a text survey on my phone by this business. I stated exactly what I stated in this BBB complaint. I received a response from the Business asking me 'what can we do better next time?' That is an absurd response, there is no next time that I would purchase $41K of flooring from this company. I requested a full refund and of course received no reply.

      Customer Answer

      Date: 01/05/2025

      I was asked to sign off on the back of two samples to send to the Carlisle factory. Both these samples had absolutely no knots - but those are the only samples I received. I was seriously misled. The knots in my flooring are black, numerous and just plainly not at all what I was expecting. Of course Carlisle forces people to pay before delivery so I suppose this gives them the 'right' to ship whatever they choose with no recourse provided to the client

      Business Response

      Date: 02/17/2025

      Carlisle is in the process of manufacturing a replacement floor for *** ***** which will be supplied at no cost. In addition, we are reviewing our Heart Pine photography and editing as required to ensure that we properly set correct grading expectations for Heart Pine sales in the future. We are taking ***** complaint seriously and working to provide her with a solution for her investment. 

    Carlisle Wide Plank Floors, Inc. is BBB Accredited.

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