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Business Profile

Hardwood Floors

SP Floors LLC

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:11/23/2022

    Type:Product Issues
    Status:
    Answered
    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 purchased a floor from S&P Flooring in the fall of 2021. The floor was installed November 1 and 2, 2021. Within 2 months of the installation the floor began to crack in the kitchen. I contacted our sales rep in late January of 2022 and he asked that I send pictures of the floor. I requested that he come visit to inspect the floor. He sent one of his installers late March of 2022. The installer told me that we received some bad tiles because it is not cracking anywhere else. I was told that the manufacturer will send a representative to visit the house and investigate. The manufacturer arrived May 4, 22. The manufacturer’s inspector told me that he is not allowed to provide the report to me and that the report must go to the tile manufacturer. I was told that the manufacturer will have a report within a few days and then the retailer will have the report a few weeks later. We waited and called the retailer and we were told that the manufacturer ruled in our favor and determined that the floor did not have any quality issues and that the floor was not installed properly. We were told by the retailer that they need to order the new tile and that they would install the new floor the week of November 14, 22. The salesperson showed up at our house Wednesday, November 16 (not the installers). He told me that the issue is with the quality of the floor tile and not with the installation. I called the inspector and requested a copy of the report. He told me that he is not authorized to provide the report to me and referred me to SP Floors. I contacted the retailer again on Wednesday, November 16 and requested a copy of the report. I was told that they can’t provide the report because “it is locked in an office and the person who has the key is not in until Friday”. The tile manufacturer does not want to provide the report directly to me and the retailer has been stalling in providing the report. I am contacting the BBB to explore my next steps. Thank you.

    Business Response

    Date: 03/03/2023

    I spoke with ******** and Mr. ******** has made his new selection.   We will be removing his existing floor in the problem area to assess the issues on March 13th.  Once his new product is received, it will be scheduled for installation.  The project is estimated to be complete in 6-8 weeks. 

SP Floors LLC is NOT a BBB Accredited Business.

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