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Business Profile

New Carpets

Rawlings Floor Covering

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/09/2024

    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.
    12/1/23 unvoiced for materials and labor $12, 240.04 for installation of vinyl luxury plank flooring. Part of the flooring is loose, creating a trip hazard for occupants. Called on 8/17 letting them know about the issue and was told installer would contact me. Called again on 8/26 and was once more told installer would contact me for a site visit. To date, no one has contacted me regarding this issue

    Business Response

    Date: 09/13/2024

    We are aware the consumer has an issue with a section of flooring that we installed. We do not dispute this; however, I have provided an attachment which is a screenshot of the date / time stamp showing we in fact attempted to contact the customer to resolve. Update to this: We reached out again today 9-13-24 and received a call back promptly.  We will dispatch a laborer tomorrow to assess and make a plan to resolve. We have five-star reviews across the board from multiple outlets and take these situations very seriously.  

    Best,

    **** ********* -Owner

    Customer Answer

    Date: 09/19/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
    First (and only)message received from client was on 9/13 and I returned the call same day. Installer came to the house on 9/14 and said he would be in contact about a resolution. Still waiting to hear 
     

    FAQ

    Regards,

    ****

     

     

    Business Response

    Date: 09/27/2024

    To whom it may concern, I have once again provided an attachment here showing we did in fact attempt to contact the customer prior to *******. In fact, as the screen shot shows it was shortly after the complaint was brought to our attention. (Update) We actually performed fix on 9-24-24. The customer was informed on 9-14-24 while we were at their home that we would be working with the product manufacturer for recommended solutions to her very unique situation. It took some time to formulate a plan and receive the products for the fix. We also returned on 9-25-24 to make sure the customer was satisfied and according to our laborer she said yes that the fix " worked".

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

Rawlings Floor Covering is NOT a BBB Accredited Business.

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