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Business Profile

Home Décor

Moran's Floor Store
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Moran's Floor Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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Moran's Floor Store has 3 locations, listed below.

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    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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    • Initial Complaint

      Date:11/28/2022

      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.
      We paid for a floor to be installed and they did a horrible job. We complained right after and for the past year we have been. They have done nothing to rectify. They just keep saying they will send their insurance agent out and have never done it. They said our floors were warped and we have a new house it's not warped. I had another company look at it and they said it was installed incorrectly. Bruce is the person who keeps lying to us saying someone will come out.

      Business Response

      Date: 12/06/2022

      The hardwood flooring in question was installed in October
      2019. We do not have any notes in our file that the customer called our
      business immediately after the floor was installed to express any concern. They
      state that Bruce keeps lying to them. Bruce had never had any conversation with
      them and was unaware of any concerns until September 2022. It has only been
      since September of 2022 that any owner was made aware that there was any type
      of issue. All manufacturer installation guidelines were followed by a hardwood flooring
      installer with over 20 years’ experience. There are many factors within a home that
      can lead to gapping of hardwood flooring, including changes in humidity. Most
      are caused by seasonal fluctuations in humidity and is considered to be normal
      and expected. The use of humidifiers and dehumidifiers can narrow the
      fluctuation range. We recently submitted a claim to *****, the manufacturer and
      ask them to hire an independent inspection company to visit the site, (not an
      insurance agent as the customer states in their complaint.) The manufacturer
      refused this request. As a goodwill gesture, we are willing to accommodate the
      customer with one of two remedies. A store credit of $8194.00 (their purchase amount) to reselect new flooring and installation. Any charges above the $8194.00 would be due upon ordering material. A store credit of $5194.00 to reselect new materials and a labor credit to the customer issued in a check payable to them for $3000.00 at the time they pick up the new materials. 

      Customer Answer

      Date: 12/08/2022

      Better Business Bureau: 

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

      Regards, 

      ********* *********Please let us know how to proceed.  Thank you.  

    Moran's Floor Store is BBB Accredited.

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