Complaints

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:05/12/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  FNJ Flooring located at 1011 Old Stage Rd, Simpsonville, SC, were contracted by ***** * ***** to install laminated flooring in my home in February 2022. The installed flooring began to crack and pop a few months later after the installation. After contacting both ***** * ***** and FNJ Flooring regarding the problem, a private flooring contractor was requested. While his findings confirmed that the flooring (product) was not faulty it was inconclusive regarding the installation. I am convinced that this is an installation-related issue that could have been avoided if the sub-floor had been properly prepared or an underlayment installed prior to installing the floor to help with the cushioning and sound absorption. However, this was not the case and the laminated floor planks were subsequently installed over the existing vinyl floor. I believe I have been patient long enough while I have waited for *********** and FNJ to deny any wrongdoing. As a consumer it is well within my rights to expect FNJ Flooring to resolve my complaint and properly address my issue within a reasonable amount of time. Because it is now May and I originally raised this issue in November 2022 to no avail, I am now filing an official complaint to warn other consumers to avoid this company at all costs. FNJ Flooring knows nothing about customer engagement, customer satisfaction or retention. I am simply appalled by how this has been mishandled, I am not a flooring professional, so I relied on the experience and expertise of FNJ Flooring to properly install my floor to my satisfaction. Again, I should not hear cracking and popping when I walk on my floor if the installation was properly done.

  

  Business Response

  Date: 05/12/2023

  Mr. ************ did reach out to us about issues with his floor making a noise. We responded and set up a date to go out and take a look. We showed up on Jan 18 2023 as promised. The flooring he has is not best quality and sometimes with the weather the floor could have more issues during certain times of the year. We asked him to wait a little longer to see if the issue is still happening. Mr ************ reached back out to Installation made Easy with is who we work for. At that time Installation made easy put in a request for a third party inspector to go out and inspect the floor. All of this is done without our knowledge . They do not inform us with this happens. We only know once it's all done. We did receive a copy of the inspection report. It does say in the report that he does not think it was a material issue but this is not he first time having problems with the type of floor, but also in his report he DOES NOT state that this is an installation issue. He does mention that there is some deflection in kitchen area but per his photos all is within tolerance. He check on the flatness, expedition gap etc and everything is in spec. Floor and Decor will have not part into helping to look into this product for us. They are saying this is the material the customer picked out and paid for. As the complaint states we did install over the existing sheet vinyl which is a very common practice also helps with another layer of moisture barrier for the subfloor. After the inspection report came out we did reach out o MR. ************ in an email and stated he will have to contact *** to see what the next steps would have to be due to no blame being said. We work for them and would have to wait from them on approval for new materials if they think they wanted to replace some of the flooring. We have also called and left VM on April 18th called from 864-********. A few months went by and the service order was taken out of the system so we did assume that the issue had been handled with ***. Until this came out. I will upload a copy of the inspection report for you to take a look at. A lot of other conversation had been had with MR. ************ and *** but unfortunately we were not apart of all of those conversations.

  Customer Answer

  Date: 05/15/2023

  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. 
  
  
  
  As per the attached email dated March 27, 2023, *** and the
  installers (FNJ Flooring) were expected to contact me to discuss resolving the
  flooring issues. This email was forwarded to Luis M****** for follow up on April 4, 2023, to which he replied on April 11,
  2023, that he would follow up with Beth at *** on what needs to be done. I expect the installer/I** to repair the flooring as I have originally requested. 
  
  
  
  Regards,
  
  
  
  ******* ************

  

  Business Response

  Date: 06/05/2023

  Hello.

  We have spoken to the customer. We have ordered new flooring. Waiting for this to come in and we will go replace.

  Customer Answer

  Date: 06/28/2023

  The consumer stated this has been resolved.

  

  Business Response

  Date: 06/28/2023

  Just wanted to let everyone know FNJ Flooring has gone back out to MR. ************ home and we have replaced all flooring with new flooring. This issue is now resolved.