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:10/28/2024

  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.

  On 09/18/2024 I went to my local Lowes at *****************************************. I picked out vinyl plank flooring to be installed by Lowes contractor, Ecplise Flooring. I paid the full amount for the products and installation, $6,603.16. The following week, a person from Ecplise came by to do the measurements. An appointment was made for 10-28-2024 between 8am-10am for the installation. The morning of the 28th, around 8:30am, an installer showed up. ONE installer for 3 bedrooms, two bathrooms and 3 closets. I asked the man, why is there only one of you? He said, he could do the install, no problem. I told him I wasn't going to sit here all week, while he does the instal. It would take two people to remove the doors and toilets. As I walked with him into the master bedroom, he said to me, "why are you replacing this floor? It looks fine to me." I told him that the previous installers did a crappy job, and I had to have management come out to take care of the problem. I told him that I paid in full for him to replace everything, not to tell me that the floor looked good and I shouldn't replace it. The man brought in all the products for the install, but then he disappeared. I could see on my Ring camera that he was on his cell phone. From 9am to 10:15am, he was on his cell phone. When I asked him what was going on, he told me he's trying to get someone to help him. I called Ecplise flooring and talked with the manager, who told me he's trying to find a crew to do my install. The man who was at my house, just said, I'm leaving, the regional manager will call you back. This entire time, he did not do any work in the house. He could have started on the demolition, but instead, he got into his truck and drove away. The manager *****, called me back and said no install today, but we will get a crew out there tomorrow. This is unacceptable. I called Lowes and filed a complaint with corporate. BBB shows at least 5 negative reviews for this company.

  Customer Answer

  Date: 11/11/2024

  Hi,

  It doesnt surprise me that you have not heard from the company. The message I received from Lowes says Eclipse has filed an insurance claim for my damage to my house. I havent heard yet to hear from any insurance adjuster. I havent filed a small claim lawsuit in *********** against Eclipse and Lowes. *** also filed a complaint with the Registar of Contractors in ********
  **** *****

   

  Business Response

  Date: 11/15/2024

  Eclipse Flooring takes this matter very seriously and we are trying to implement a resolution. Lowes and Eclipse are working to satisfy and bring closure to this customer. Unfortunately the customer has served both parties with a small claims suit and refuses to speak on the phone. It will now be in the insurance carriers hands.
  
   I would like to bring some perspective to our company. Please keep in mind that Eclipse Flooring performs ******+ installations per year. Installing flooring is hand done and sometimes we're not perfect. It is our core value and goal to satisfy 100% of our customers. We will do our best and continue to bring closure and satisfaction to this customer.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22483388
  
  I am rejecting this response because: Eclipse flooring was dishonest in their response. I received a phone call from a woman named ***** who said she needed the whole story on what happened. It was as if she pretended not to have information. I told her that I have submitted all the paperwork and pictures to Eclipse, to include everything that I sent to Lowes. I have always answered the phone. ***** claims person ******, specifically told me that she had sent every single document to Eclipse. That was the ONLY phone call from Eclipse that I received after filing this BBB complaint. 
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 11/18/2024

  I wanted to add, that last week I had a voicemail message from this ***** with Eclipse flooring. I called her back immediately! So, Eclipse flooring saying I dont take their calls is a bold face lie. 
  **** *****

  Customer Answer

  Date: 11/20/2024

  Ive attached the picture of Eclipse flooring calling me, and 11 minutes later I called back. This proves that they are lying that I refuse to talk to them. 
  **** *****

  Business Response

  Date: 12/13/2024

  Mrs. ***** has brought this to the courts even after trying to reason with her. Our goal is to have every customer 100% satisfied. Unfortunately at this time we cannot comment further for that reason.

• Initial Complaint

  Date:09/23/2024

  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.

  Through Lowes..,They arrived to install, and after about 10 minutes they informed me of a serious issue that no one bothered to think to ask me before, which wouldve been an obvious question. Do you have radiant heating?Because the answer was easy and would've been yes. Instead, after speaking with their service team ON the day of installation (through Lowes) I was informed that it would be $500 more, or almost double, because they had to glue tack strips down instead of nailing them down. This is called coercion. They baited and switched **** told them no and that they should leave the tack strips and glue and I would do it because the service centered claimed the $500 was entirely labor. They were going to install tack strips by nailing them down as part of the package, werent they? Or were they going to try and coerce me and charge me $500 for new tack strips? I dont know. I wanted that but the contractor refused to leave tack strips, telling me they belonged to them. Thats weird, because a few minutes before they were going to install them for the new carpet. But when I refuse payment for double installation cost, all of a sudden the tack strips belong to them.Its also interesting the independent contractor told me they only got paid $70 for this work. I wonder where the other $430+ of labor costs go?.. I would think labor costs would go to, you know, labor

  Business Response

  Date: 09/30/2024

  The installer called in advising upon removal of carpet and padding, existing tack strips were loose in both bedrooms and hallway. Installer mentioned customer has radiant heat and he will need to glue down the tack strips. The installer mentioned he told the customer about it, but the customer was in a meeting at the time and told him to wait. We would not know this until we pulled the old material out unless the customer disclosed this information during the measure phase.
  
  Samantha Eclipse associate who spoke to installer called IST (Install Sales Team)  and spoke to Amber advising additional labor was required for installation to continue. IST associate contacted customer and merged the calls so customer could speak with Samantha. Customer stated he can glue the tack strips and installers could just go back and install padding and carpet. Samantha informed of the next available date for installer would be next week, which then customer refused he just asked for them to finish the removal. The customer requested we leave all the material for him to do the installation himself. 
  

  Samantha informed him we could not leave the tack strips or glue, since those are the installers supplies but we could leave padding and carpet, and call ended. Associate spoke to installer again and installer stated customer was becoming aggressive towards him yelling and installer had only taken carpet down. The customer went to installers truck and started taking the padding down himself. Installer did not mention anything to customer but confirmed only the amount customer paid was taken off his truck.

  The installer called again and spoke to Estella Eclipse; he said the customer was blocking his truck with his vehicle so he could not leave. The installer stated the customer seemed inebriated and had been yelling at him and at his helper, mentioning he was going to get them fired.  During the call the installer stated customer then moved out of the way and installer was able to leave the customer's property.
  
  Installer did complete the remove and haul of existing carpet and pad. All new carpet and padding were left at customer's home as per his request.

  NOTE: All pricing to the customer is done by Lowe's, they price and take all payments. Gluing down tack strip is an additional charge and Eclipse's estimate is with us suppling the labor and material to complete this additional work. Those materials were never sold to the customer because he did not pay to have us do the work. Therefore, the tack strip and glue do not belong to the customer.

• Initial Complaint

  Date:03/07/2024

  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.

  Eclipse flooring was contracted to install my carpet through Lowes. They installed it and I noticed a visible seam in my carpet that needed fixed. I contacted the vice president of customer care (***********************). She said she'd contact a rep in the area, nothing else ever happened after multiple follow up emails.

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  After the two installers left my home, we discovered a firearm was missing. The firearm was nowhere the carpet installation. It was in a box hidden from view and it had to looked for to be found. Have tried to work with H36363**33****93437H who refuse to return calls or engage in a conversation. They have absolutely no desire to resolve the issue. Police report filed *********** *********** #**-2821.

• Initial Complaint

  Date:10/13/2022

  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 have been waiting for them to install my floor when they finally came out after being 4 days late the tear out my carpet then tell me they cant install *************. And its in my contract for them to level also. Still waiting over a week and no floors installed walking on wood floors with nails sticking up

  Business Response

  Date: 11/09/2022

  ******************* was wanting to install new Floating Vinyl Plank flooring, the install specs on the product chosen requires that the subfloor is flat with in ******" over a 10 foot span. After getting the old flooring removed it was found that in areas originally hidden by carpet that her sub-floor was up to 1" over the 10 foot span. Due to the amount her subfloor was out of spec this is considered out of scope of the contract she signed and additional work would need to be done to get her subfloor corrected and with in the allowable manufactures install specs. Once ******************* reviewed the contract and understood how far out of specs her subfloor was she decided to cancel the contract. 

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 HAVE BEEN STOOD UP NOW 3 TIMES BY ECLIPSE FLOORING CONTRACTED BY *****. THE INSTALL WAS REPORTED AS COMPLETE TO LOWES IN 'MYLOWES' ACCOUNT. IT HAS NOT EVEN BEEN STARTED! YOUR COMPANY TOLD ME THAT IT WAS REPORTED AS COMPLETE BY AN 'ACCIDENT'. NO- YOUR COMPANY JUST DOES NOT WANT TO DRIVE DOWN FROM PHOENIX TO DO THE *** YOU ARE CONTRACTED TO DO!!! SO THAT IS FRAUD THAT ECLIPSE FLOORING HAS REPORTED TO *****!! SO ***** CALLED YOU ON YOUR FRAUD AND STARTED ANOTHER WORK ORDER (GOING AGAINST MY CONTRACT). SO NOW MY CONTACT SHOWS COMPLETE AND I AM SCREWED OUT INSTALLATION. I HAVE GIVEN YOU 8 HOURS OF MY PERSONAL LEAVE FROM MY *** TO BE HERE FOR THE INSTALL AND YOU STOOD ME UP. (I AM 100% SERVICE CONNECTED DISABLED AN MY LEAVE IS VERY VAULABLE TO ME AS I NEED IT FOR DAYS THAT I AM IN PAIN AND I HAVE TO MISS WORK!!! I CAN'T GET BACK THOSE 8 HOURS WASTED WAITING ON YOUR INSTALLER WHO DID NOT SHOW UP OR EVEN CALL ME THE **** CUSTOMER!!!) THEN I GAVE YOU NOW 2 WEEKEND DAYS TO BE HERE. AND AGAIN YOU STOOD ME UP. I PAID FOR INSTALLATION FROM ***** WITH YOUR CONTRACT FROM YOUR COMAPNY IN HAND!! THIS IS FRAUD! I HAVE ASKED NUMEROUS TIMES TO HAVE A MANAGER OR EVEN AN OWNER OF THE ***** OFFICES CALL ME- AND YOU DON'T CARE TO EVEN CALL ME! YOU MAKE THE POOR RECEPIONIST CALL ME! SHE IS NOT THE PROBLEM AND SHE SHOULD NOT HAVE TO TRY TO PLAY MIDDLE MAN BEWTWEEN MANAGERS WHO CAN'T DO THEIR *** AND ME AS THE UPSET CUSTOMER!!! AND HOW IS THAT NOT TAKEN SERIOUSLY BY YOUR COMPANY?