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Business Profile

Flooring Contractors

Molyneaux Tile, Carpet, Wood

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Molyneaux Tile, Carpet, Wood's headquarters and its corporate-owned locations. To view all corporate locations, see

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Molyneaux Tile, Carpet, Wood has 8 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/26/2024

      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.
      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,

      ***** *****sts or justify the increase. We declined the vague new contract and requested a refund of our deposit, as the original contract was void.Molyneaux repeatedly refused to return our deposit, despite performing no work or delivering materials. Their advertised "free inspection and consultation" were the only services provided.Attempts to Resolve:We made several attempts to resolve the issue, including requests for itemized explanations and calls. On October 10, 2024, we were assured by representative Devyn that a refund would be issued within 2-4 weeks, confirmed in writing by ************* Lead ******* *******. Despite follow-ups on November 18 and 22, no refund has been received, and Molyneaux stopped responding.Desired Resolution:We request a refund of $3,666.50. Molyneaux failed to honor their agreement, refused to explain the cost increase, and issued a new contract with vague, open-ended terms. Threats to keep our deposit under these circumstances are unacceptable.

      Business Response

      Date: 12/06/2024

      Dear Mr. ********************** you for bringing your concerns to our attention through the Better Business Bureau. We sincerely regret the inconvenience and frustration caused by the experience you had with our design team and the delay in receiving your check payment.


      Since we've spoken last, a replacement check has since been issued, and the previously issued check has been voided as it was confirmed lost in transit. We deeply value your feedback regarding our sales process. Please rest assured that we take these matters seriously, and the behaviors you mentioned will be addressed internally to ensure we provide the highest level of professionalism and service in the future.


      At Molyneaux, we strive to deliver exceptional customer experiences and are committed to making things right when issues arise. We appreciate your patience and understanding and, above all, thank you for choosing Molyneaux. We look forward to the opportunity to work with you again and to restoring your confidence in our services.


      If there is anything further we can do to assist, please do not hesitate to contact me directly at ************* or by email at ***********************************************************.

      Thank You, 

       

      ***** *****

      Quality Control Manager

    • Initial Complaint

      Date:09/30/2024

      Type:Service or Repair 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.
      I had submitted the complaint from my work computer, so I am following up with the photos.  I didn't get a photo of the holes because my girlfriend just filled them without saying anything as to not upset me.  The photos show one of the holes, two photos of the stripping of the obviously not prepped cabinets, the fourth is a cabinet they built but very unsafely affixed to the wall with a piece of scrap and it is movable, and the final photo shows the large area my girlfriend patched (seen in pink against the white.). They also managed to damage every outlet in the kitchen and I will follow up with photos.  Please let me know if you need further information, thank you!


      Mallorie Gordon 

      Business Response

      Date: 10/04/2024

      To all concerned: 

      We were recently made aware of a complaint regarding a project completed in March 2023. The customer reported concerns on September 21, 2024, to our service department involving cabinet damage and a hole in the wall. Prior to this date, no issues had been communicated to us regarding the installation. We regrettably missed responding to this request due to technical error but have since reached out tot he client to discuss. 


      After reviewing the details, we believe the damage to the cabinets resulted from painter's tape removal, likely applied by a third party after our work was completed. Our pre-installation photos show that the walls were originally painted burnt orange, whereas they are now light blue. This suggests that the cabinets were damaged when the painter's tape was removed, pulling off a layer of the cabinet paint. As a gesture of goodwill, we are willing to offer a touch-up, even though this occurred after our involvement in the home.


      Additionally, the wall hole damage and reports of damage to the outlets in the wall does not seem to be in an area where we performed any installations, as our scope of work included installing a new kitchen countertop, glue-down LVT flooring in the kitchen, two bedrooms, and a closet, as well as custom cabinet restyling. We did not perform any wall painting or wall repair during this project, and the issues seems to be outside our work area.


      Since receiving this complaint, we have made efforts to contact the customer to schedule an inspection of the reported issues. At Molyneaux, we pride ourselves on delivering quality workmanship and providing warranties for our services. We encourage our clients to notify us promptly if there are any concerns, so they can be addressed in a timely manner.


      We remain committed to resolving this matter and will thoroughly review and address all concerns based on the findings of the home inspection. 

       

    • Initial Complaint

      Date:01/19/2023

      Type:Order 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.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



      Regards,



      ***** ********

      Business Response

      Date: 01/20/2023

      The kitchen and dining room floor were tied in during installation. I have included pictures of what it looked like. After the installation, customer said she did not like the transition piece. It was eventually agreed upon that we would make a new unfinished transition to give to the customer along with different stains for her to stain the unfinished transition to her liking. We had to remove the transition in order to use that as a template to have a new one custom made. Once the customer stains the transition, we have agreed to come back out and install it. 

    • Initial Complaint

      Date:11/18/2022

      Type:Service or Repair 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.
      I have been working with Molyneaux on several projects -- bath cabinet, vanity top and plumbing, tiling, hardwood flooring, rugs -- since at least May of this year. In June they started charging me for project work -- at 50% of the total estimated cost. It's November and they are just NOW starting to work on the jobs. They just charged me over $7000+ for a job "completion" before it was even started!!! That's on top of the initial downpayment back in June. They never told me ahead of time that they were going to charge me for the remainder of the amount ahead of time. They never asked me what credit card I wanted it charged to. They just charged it! I do believe it's illegal in the Commonwealth of PA to operate this way. In another instance, they have NOT yet responded to charging me for a plumber who was supposed to show up to do some work in the bath and a separate plumbing charge for the same work on another job. They seem to have no consistent project management to oversee the work once it's started. They call me when someone's coming to do work but no one seems to know exactly what the contracted work is and their ability to coordinate services and materials is pretty terrible. I need Molyneaux to meet with me and review all these practices, projects and charges, and to STOP charging my before work is done...and I've had a chance to review and approve it. And they need to comply with PA laws.

      Business Response

      Date: 11/21/2022

      We informed the customer we would refund $7,017.57 until
      the work is completed. Once the work is completed, we will also make
      adjustments for any work that was not delivered.

    • Initial Complaint

      Date:10/24/2022

      Type:Service or Repair 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.
      I sign paperwork to redo my kitchen in May 2022.
      The only. , but wrong thing that has been done are the countertops.They totally took my sink out and put a small sink in its place.
      Not the countertop I picked . Other than that nothing has been done.
      I have called and one was has come out to look at this mess.
      I put down $10,000 and it’s almost November. Not one person has come to see the mess.
      So my kitchen has been a mess.
      I have called and tried to have someone take a look.
      I did tell them I was going to let you know.

      Business Response

      Date: 11/05/2022

      After the countertop installation the customer informed
      us she was not happy with what was installed. The job was installed as it was
      sold on the contract. We have been in contact with the customer and are
      currently working on solutions to her issues.   

    Molyneaux Tile, Carpet, Wood is NOT a BBB Accredited Business.

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