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Business Profile

Flooring Contractors

Design Flooring
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BBB Accredited BusinessA+Rated by BBB

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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Complaint type

  • Initial Complaint

    Date:11/23/2022

    Type:Customer Service 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 had our downstairs flooring installed by Design Flooring in Moncks Corner SC. A few weeks ago we noticed areas of the flooring starting to bulge. We contacted Design Flooring who refused to help since they say they just bought the business a couple months ago. We contacted the manufacturer of the flooring who sent out an independent inspector. The report confirms the flooring was not installed properly. We showed the reports to Design flooring who said they would talk to the installer and get back with us on a solution. A few days later they emailed us to tell us they wont fix the floors because they didnt own design flooring at the time the floors were installed. We contacted an attorney who advised we likely do have a case and we should get a quote for the flooring repair from another company and then we could file a suit against them. We just need to know the current cost of the repair/replacement as it could cost a lot more today than a year ago given the economy. Thats where we are now, getting quotes. In the meantime I decided to file a complaint as well. Doesnt seem fair that a company can change owners behind the scenes and as a result the consumer has no support for the product they installed.

    Business Response

    Date: 11/23/2022

    Mr and Mrs ****** had their new flooring installed in March 2021. They purchased their floor from Hunter Flooring dba Design Flooring.

    When Mr and Mrs ****** raised the issue they were having I explained to them that the business has changed ownership and that we were now Design Flooring LLC. We have a new logo, different install team but retained the premises and the same sales staff. 

    I explained to them that the liability for that work was with the previous company not with us. I did offer however to contact the previous owners to make them aware of their concern. I followed this and was informed that the job was outside of their one year warranty period and informed the ******'s accordingly.

    I also had the manufacturers investigate for material issues which they did. They issued a report to the effect the material was defect free pointing to an installation issue. Both the ******'s and us contacted the installer to inform them of the issue.

    At this point I reiterated to the ******'s I had done all that I can to intervene on their behalf but the issue was with the company they did business with and not with us. At that point they made it clear they would be pursuing this further. 

     

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