Complaints

This profile includes complaints for Perrysburg Floor Covering, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Perrysburg Floor Covering, LLC

  9520 Old SR 20 Rossford, OH 43460

  
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  Perrysburg Floor Covering, LLC

  27072 Carronade Dr Ste H Perrysburg, OH 43551-5303

  

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:06/11/2024

  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.

  The salesperson ***** came to house to give estimates and she was abrupt making negative comments about our furniture. We voiced concern regarding the traffic pattern showing and requested commercial grade. ***** recommended against commercial grade. The first job they ran out of carpet as ***** did not correctly measure. They had made a way for us to walk with missing carpet. The second job that we used them for the installers were sick, so we had to have the installation rescheduled. After the second install we requested that they come back to complete installation of the transition strips. We were not happy with the jagged edge that the transition strips created as our original transition strips were re-installed and this carpet is thicker than the previous carpet. A threshold was removed from our home without our permission. So they supposedly sent the install guy (I believe ******) back to our house. ****** told his boss that he knocked on our door and we did not respond. We reviewed our ring camera. Plus, we were all home and never heard the knock on the door. Kraig did offer to repair the transition strips but he was yelling. They sent ***** came back to our house to take pictures of the ill-fitting transition strips. We told her what we wanted but she proceeded to tell US what we wanted for the transition strips. We told her about the stairs being worn already, less than three months. She agreed and advised we put plastic over the stairs. She said no company ever guarantees carpet on steps, this is not true. I called her to ask for the type of carpet we had installed as one of the versions of our carpet does cover steps contrary to what she stated. We do not wear shoes in the house, and we vacuum the steps. In summary, this company has created a lot of frustration. It has not been an easy process. They had several no shows, they offered a discount, but still created scheduling conflicts. We do not want this company back in our home.

  Business Response

  Date: 06/24/2024

  First I would like to clarify that there were 2 orders for Mrs. *********.  The first order was an insurance claim for her flooded basement which was contracted through Cousino Construction. The complaint about not having enough material to finish her stairs is in reference to that order as would the Quality Issue for her stairs. The product purchased by Mrs. ********* was based on the allowance the insurance company/restoration company allowed and that product chosen fit that allowance. Mrs. ********* is complaining about matting on the stairway now but that has never been discussed until recently. The additional carpet needed to complete her stairs was not approved by Cousino Construction or the insurance company but was never charged to Mrs. ********* either. The installation of her stairway was attempted several times but final installation was completed after an arranged date to complete. That order was initialized 10/03/2023 and completed in November of 2023. 
  
  The second order totaling  $2282.29 was placed and a payment of $1500.00 was given By Mrs. ********* on 3/25/2024 and installation scheduled a few days later. WE DID MISS THE ORIGINAL INSTALLATION DATE DUE TO INSTALLER ILLNESS.  Mrs.********* did request a discount prior to her installation. A $250.00 discount was agreed upon prior to us proceeding with installation. Mrs. *********  called and stated she was unhappy with the doorway metals and she was upset that the installer ****** removed a metal at her Sunroom doorway and now her door would not open and was unwilling to pay her balance. I asked why she didn't discuss the molding situation with ****** while he was there. NO answer was given. Our installers typically ask our customers to review the installation prior to leaving.  We scheduled a day for ****** to go out there. The day of service ****** stated that no one was home. Later that day Mrs. ********* called upset that no one had showed at her house. I asked if she had been home since ****** stated he knocked very loudly several times. She stated that she reviewed her Ring camera and didn't see him.  I asked to reschedule and she declined and didn't want to continue to be inconvenienced by us. I offered to come to her home myself and do the repair and she declined.  She stated she would hire another contractor to do the repairs. Several weeks later She called the store to speak with *****. I answered the phone and asked if there was something I could do for her, She stated she didn't want to speak with me about it and asked that ***** call her. ***** returned her call and scheduled a day to go to Mrs. *********'s home and review the needed repairs. The attached pictures are from that meeting. The original metal threshold at the Sunroom was not needed as shown in the picture, the carpet was tucked to the wood threshold. The new carpet does not prohibit the door from opening since the doors open into the sunroom. The sunroom door would not open because it was latched shut.  The other doorway metals Mrs. ********* purchased and wanted installed. Later ***** scheduled a repair date with Mrs. ********* of 06/13/2024.Mrs ********* asked ***** the cost of the repair and ***** responded "just the balance on her order". The carpet wear complaint on her stairway is a new complaint . ***** did state that most manufacturers do not have wear warranties on stairways which is true for the quality and style of the carpet she selected. We have no problem filing a claim with the manufacturer for Mrs. *********. 
  
  Again, this complaint encompasses 2 orders, the first order there were several attempts to finish Mrs. *********'s stairway and communication was with a contractor and people where not at her home when we were told they would be. I'm sure that was very frustrating for Mrs. ********* as it was for us. We did order her carpet in initially with out a deposit and only asked for a deposit once it was recieved  prior to installation. There is still a balance on her account of $532.29. 
  
  In closing I would like to respond to Mrs. *********s opening sentence that ***** was "Abrupt making negative comments about her furniture", That is not at all in *****s personality and  I assure you that I did not at anytime yell at Mrs. ********* either.  I offered to go to her home and solve her issues in person that day, at no time did I raise my voice. Please review that attached Pictures. 
  
  On June 11 Mrs. *********'s daughter called to cancel the service on 6/13 and the BBB letter arrived at my store yesterday. I have responded to Mrs. *********'s complaint. I feel the installers did a professional job installing her carpet. I reviewed the complaint with ***** and we both agree. Both ***** and I feel Mrs. ********* has never had any intention to pay her balance. Her last sentence in her complaint states that she does not want this company back in her home. Mrs.********* was the one who called several weeks after she stated she was hiring another contractor to perform her requested repairs. Mrs.********* requested that ***** inspect her home and wanted *****s opinion on the installation and she agree to have us come into her home and do the requested repair on 6/13/2024.
   
  On the BBB Desired Settlement area Mrs. ********* states :Refund
  
  I will not issue any refund. I will write off the balance of Mrs. *********'s order with the understanding that no more service will be provided. 

  Customer Answer

  Date: 07/09/2024

  SITUATION:  Job 1 (downstairs and stairs going down to the downstairs).  Completed under Cousino/Insurance agreement.  Agreement (job write-up) states carpeting on stairs (going downstairs) to be completed.   Therefore, based on our receipt the stairs were not completed for free. In the end, being satisfied with the job we therefore called for Job 2, knowing that Perrysburg Flooring is who we wanted based on this job. 
  Time in between, not done at the same time.  
  Job 2 (stairs going upstairs and upstairs).  Completed under private pay.  Regarding the threshold, can we have a new one or return the one that was removed from our home (without our consent)?  Regarding the warrenty on the carpet.  Upon researching there are carpet manufacturers that do a warrenty on the stairs.  Can we have an "in store warrenty" for the carpeting on our stairs for when they need replaced or more of a "write-off" to cover the carpeting on the stairs to be replaced.  Can we have any paperwork/warrenty mailed to us?  
  When ***** from Perrysburg Flooring was at our residence and we asiked her about the wear on the steps.  She said we could get plastic to lay over the steps.  When expressed concern on fall prevention, she said she has not had the plastic covering but knows people who have.
  I do apologize for this situation especially when addressed with ***** that we did not want a carpet that showed wear on the steps.  I do understand this is a "he said" and "she said" situation.  But have we covered all aspects of the customer dissatisfaction protocol?