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Business Profile

Floor Coverings

Floor Coverings International North Jersey

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Coverings.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint type

  • Initial Complaint

    Date:10/04/2022

    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.
    I purchased and had new flooring installed with this company in 2021. This past spring, a babysitter spilled a protein shake on the new, purportedly "stain master" carpet. We immediately had the carpet professionally cleaned but the stain did not come out. At the time, we were still within the warranty period so we immediately contacted the *** representative we had worked with: *******************. He was our sales representative when we purchased and installed the flooring. We requested that **** submit a claim under our warranty. Since that time **** has been unresponsive to multiple follow up attempts trying to find out the status of our claim. We have also reached out to the ****************** location on multiple occasions requesting to speak with someone who could help us resolve this issue. Despite numerous phone calls, emails, and assurances that we would hear from someone, there has been no action to follow up with us. One of the primary reasons we chose to work with this company- and spend upwards of $30,000 on flooring with them- was the exceptional customer service they market to prospective customers. We are deeply disappointed that what should have been a simple process of submitting a claim has been drawn out for months with no resolution in sight. It appears this company sold my family carpet that the sales representative fraudulently claimed was "stain master" and now are intentionally delaying following up with the specific purpose of not fulfilling the obligations of the warranty. Not only do we seek a resolution for our individual issue, by having this company replace the defective carpet as they should have done months ago under our warranty, but we also want to protect other homeowners from a company with apparently dishonest practices.

    Customer Answer

    Date: 10/24/2022

    I would like to follow up and say that this issue is completely resolved.  The owner worked diligently to get things back on track and replace the product and we are completely satisfied with the resolution.  The owner also apologized for the lengthy delay which was caused for personal reasons that were unavoidable.  

     

    Because the owner finally did right by us, I would like to ensure this complaint gets fully resolved and that there are no negative implications for the business.  We are very satisfied with how they handled it despite the delay.

     

Floor Coverings International North Jersey is NOT a BBB Accredited Business.

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