Complaints
This profile includes complaints for Floorz's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:06/12/2024
Type: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.
02/27/2024, Wall tile was never received or delivered.
Business Response
Date: 06/16/2024
Thank you for bringing your concerns to our attention. We understand your frustration regarding the delay in receiving the replacement material for your flooring project, and we sincerely apologize for any inconvenience this has caused.
The delay stems from a manufacturer defect in the original material ordered. Since identifying this issue, FLOORZ has been working diligently with the manufacturer to obtain the necessary replacement material. Unfortunately, the process is taking longer than usual due to current product availability.
We have kept you informed throughout this process and offered alternatives to expedite the resolution. However, we understand your preference to stick with your initial choice due to its specific style and color.
Please be assured that as soon as we receive the replacement material, we will prioritize and complete your installation promptly. While this delay is not ideal, it is essential to ensure that we provide you with a quality product that meets your expectations.
We appreciate your patience and understanding as we work towards a positive outcome for your project.
Sincerely,
***** ********Customer Answer
Date: 06/26/2024
[[BBB transcription via mail, see attachment]]
Thank you for investigating this matter. Since the BBB got involved I have received several calls from *** ******** who advised me on 6/19/2024 that he has been in touch with the manufacturer and expect to receive the replace tile in the next five to seven days. He stated he would inspect the tile and get it installed promptly.
Business Response
Date: 06/26/2024
We are still awaiting the material to arrive from the Manufacturer. They had quality control issues with the first run and we are awaiting the new material. We are at the mercy of the manufacturer at this point and in contact with **** ****.Customer Answer
Date: 08/28/2024
[[BBB transcription via mail, see attachments]]
This is a request to your letter dated June 26.2024. Unfortunately,as of the date this letter this job has been stopped and restarted a couple of times. Once, because they ran out of tile and had to reorder and now for dissatisfied workmanship and incorrect final bill. Please reopen this complaint.
Since this job has taken so long to complete (five months and counting) I have sort help to continue the over see of this project to make certain everything is correct. The current issues are listed under the August 8, 2024 date.
When Floorz's scheduler called to tell me the date the installer would be out I was not advised it was different installers. When ***** (salesperson) was explaining the contract, I asked him if Floorz's used sub-contractor and ***** said their contractors were all Floorz's employees. And they put an experienced installer with one who has less experience. That goes to show Flooris sales people is not above lying to get a contract. The new installers are ***** Kaylor and his son.
The three problems with this is, (1) they are not Floorz's employees (2) you have exposed my home to someone you don't want as an employee but can pond them off on your customers (3) everyone has their own way of doing things. *****'s method for installing the tile was different than what the first installer (DJ) had explained. Several other incidents occurred which I will not go into between this point and the current problems which I will explain next.
July 25, 2024 when it looked like this job was going to be complete I called Floorz and advised ***** I need to pick up a final invoice so I could take it to be looked over. I advised him that I would pick up the invoice on Wednesday because ***** and his son don't work on Wednesdays. I picked the invoice up on Wednesday, July 31, 2024. The invoice was incorrect. It showed an item what was not on the original invoice that I signed.
When the tile came in ***** began installation for another day and advised me he would be sending another person (****) to finish the grouting. ***** asked me if I had any questions. I explained to him that I was due another role of tile on my side feature wall which amount to five sheets of tile. He stated he would pass the information to Floorz.
July 26, 2024 **** shows up. **** is not a Floor'z employee. I don't believe they even knew the guy as expressed by ***** when he came out to review the job. After **** completed what he was told to do by ***** I advised him of a couple of areas that needed to be redone which had been bought to my attention. I did not mention the other things that had been brought to my attention because I was advised by ***** that **** would finish the grout. Upon **** completion he advised me that if any other grout holes were found all I had to do was mix some of the extra supplies in the garage and fill them.
As of August 8, 2024 these are the problems that need to be resolved.
***** came to inspect the job and left me a final invoice. I explain that the one I picked up on Wednesday, July 31 was incorrect. ***** stated this invoice was the same as the one I initially received with the exception of the items for work that Floorz did not do. I told him to leave it and I will have it looked over.
I asked ***** to look it over the job and let me know what still need to be done. All he could find was clean up and tile grout and caulking that still needed to be done. When I had this job looked over after **** finished his work there were two other issues that need to be addressed (1) trash left between the refrigerator and cabinet and (2) electrical plate behind the stove which was not replaced once the tile and grout work was done. The stove was already pulled out from the wall. Before this job started I had an electrician come out to upgrade the kitchen electrical. I also had someone to address a problem I was having with the stove who still working on that issue. Once again Floorz has exposed and left my home in a hazard state.
Once I had the (3) invoice looked over there was several issues:
A I have been charged twice for installation of the same
material and
B Items and prices are incorrect (copy of latest invoice enclosed.)
See attached sheet. This invoice was compared against the original invoice. Respectfully submitted,Business Response
Date: 08/29/2024
Dear Better Business Bureau and Mrs. ****,
First and foremost, we would like to reiterate our commitment to customer satisfaction and address the concerns raised by Mrs. ****.
Regarding the completion of the project, we can confirm that all work was completed according to the specifications agreed upon. Mrs. **** verbally expressed her satisfaction with the completed work to our installers on multiple occasions. However, despite her verbal confirmations, she declined to sign the completion forms each time.
It is important to note that the removal of old surfaces and the plastic coverings over furniture were carried out by Mrs. **** herself, not by Floorz. Additionally, the complaint concerning a missing electrical outlet cover is not valid, as there was no cover available for installation at the time of project completion. Floorz did not perform the demolition or removal work that could have included the outlet cover. Regardless, we called her and returned the next day to address the electrical outlet cover and to reclean the tiles after Mrs. **** reported a slight haze appearing the day after installation. Unfortunately, when our team arrived, Mrs. **** was not at home or did not answer the door.
We have also made multiple attempts to collect the remaining balance, but each attempt has been met with a new issue or complaint from Mrs. ****. This pattern of behavior raises concerns about the consumer’s agenda in this matter. We were also informed by Mrs. **** that someone else was handling her final balance and when we asked who to speak with her words were “its’s none of your business”
Initially, Mrs. ****'s complaint was based solely on the fact that we received a defective batch of tiles, which required us to reorder and replace all the tiles. These tiles had to be specially manufactured in Texas and shipped to Floorz. As soon as we received them, we promptly scheduled the installation, and the project turned out beautifully. Mrs. **** insisted on keeping all the old scrap material, which we provided, and then demanded that we supply her with an additional five extra tiles, which we declined.
It’s important to emphasize that the only changes in her final invoice were a reduction in price, and all charges are transparent. Throughout this process, Mrs. **** has been difficult to deal with, often irrational, unreasonable, and short with our staff, despite our continuous efforts to assist her.
We must also address that Mrs. **** has described details in "her words" that are not 100% truthful, seemingly in an attempt to portray herself as a victim. In reality, her actions escalated the situation and made every aspect of the project much more challenging for our team.
We trust that this clarifies the situation, and we remain committed to providing excellent service to all our customers.
Thank you for your attention to this matter.Business Response
Date: 09/11/2024
I would jut like to emphasize that we have tried to serve this customer in every way possible, she has been non-responsive, argumentative and very difficult to deal with. This has been turned over to our legal department. We run our business with Honesty, Integrity, Passion and Servitude but sometimes we simply can't help customers who don't share the same values.Initial Complaint
Date:08/22/2022
Type: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.
I signed an agreement to put a new flooring ON TOP of my exisitng flooring. Someone came out, looked at it, gave me a quote for what it would be.
Then when they actually scheduled to install the floor, the guys said they could not do it the way it was agreed to, would have to tear the original floor out, and it would cost extra.
We waited for the store to call us for over 20 minutes, and when they did, they were extrememly rude, and told me "This is construction honey".
All I want is the money back I put down for a deposit when I was told it was possible to do it.Business Response
Date: 08/23/2022
First of all I would like to express a sincere apology for the initial assessment of Mr. ******* floor, yes we did make a mistake and my team offered another solution but it did require more work to install properly and he declined to do so because of additional cost. His deposit was refunded that day. AS far as the sales person at our ************ store, she handled it very poorly and has been disciplined and coached accordingly.
AS the owner I was not in the office yesterday and I have assessed this job and what occurred in more detail this morning. I have offered to do all the additional work at no additional charge to the customer. It was our mistake on the initial assessment and we take full accountability for that and are willing to do what's right!
Customer Answer
Date: 08/23/2022
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.
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