Complaints

This profile includes complaints for Nadine Floors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nadine Floors

  1105 E. Parker Rd Suite 132 Plano, TX 75074

  
• 

  Nadine Floors

  2930 Preston Rd Ste 960 Frisco, TX 75034-9061

  
• 

  Nadine Floors

  2300 Coit Rd Suite 200 Plano, TX 75075

  

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:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I put down a $1000 deposit on the future order of some carpet. I decided against the carpet and went back to get a refund on my deposit. No one ever came out to measure and there was never an order placed for the carpet. I cancelled the order within 30 days before anything was ever processed. There was no service conducted. I physically went back to the store twice to request the refund of deposit. I was given the run around that a manager needed to be present. I then came back when the manager was present and was told he needed to get permission from the owner to refund the deposit and that they would contact me when confirmed. I never heard back. I subsequently called 3 more times and left messages. They kept responding with "we'll call you back- no one here is available to process your request". I have the paperwork, original receipt, and name of the sales person. They first tried to pin it on the sales person "oh they should've told you that deposits were non refundable", which I'd understand if a service or order was actually conducted. They kept making excuses for why they couldn't refund the deposit. The store didn't come out to measure, didn't place an order for carpet, and didn't ever provide any service. The deposit was just some fixed dollar amount based on some future potential order. I will never recommend this store or use their services in the future.
  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 7, 2022/12/02) */
  Dear Sir,
  The $1000 deposit was made back in May of 2021, we have attempted many times to schedule the work, but our client has been out of town most of the times. When she said she would like to cancel, our representative informed her that in order to give her the refund, she needs come to the store and bring her credit card so the manager can do that hence the manager is the only one authorized to process any refund. Our client did not come for a long time, and when she did, the manager was not present. She was asked to come back at noon that same day, but she never did. We contacted her and asked her again to bring her credit card to process the refund today 11/21/2022 and she said she will. The refund took place 11/21/2022 at 12:46 pm. A copy of the refund is attached
  We had no intention of keeping her money, our company culture and values abide us never to take money that we have not earned and earned well.

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I received a revised invoice for $9745.00 for tile installation that removed the cost of tiles that was not installed due to purchasing error by Nadine on 8/9/2022. Subtracting the deposit, which was 4647.50, the balance was 5097.50.
  On 8/12 I received a call from Nadine to close the balance with my credit card. The company called twice saying there was an error. They promised to send me a receipt for the charges. None arrived so I reviewed my card online and found they had overcharged me 4647.50 +950=5597.50
  I have called and emailed, providing the information and the office claims another location is in charge. Since this happened during my installation where the shop location I paid and installers were unclear on who is in charge, I am seeking help from BBB.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */
  This Complaint came as a surprise to us and we are not aware of the extra tile that was not installed and we have left multiple messages in order to discuss the detailed balance with Mrs. ******, since the date of receiving this complaint information with no luck. We ask her to call us back to discuss how did she came up with the $ amount. if we owe her money we will be more than happy to refund it and it would be an honest mistake, we just have to connect in order to understand the $ amount. Please note that the sales rep that took care of this sale is no longer with the company therefore we have no other way but to discuss this with Mr. ******. we urge her to return our call at XXX-XXX-XXXX and ask for ******* who already left her multiple messages
  thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am attaching the email that was sent to the email address for nadine when they expressed surprise.The address has not changed and is independent of employees being let go. The email address is a common one from which I received quotes as well as revisions to the quote. The final invoice is attached. Since they indicated they did not get the close out quote, I resent to them what I submitted to BBB.
  The 2x2 inch tile was not delivered or installed. The item and its installation was removed from the final close out quote.
  
  The experience here is reflective of a disconnect between the branch that sells tile and the one that installs it. They are located at different addresses in the city of Plano, Texas and customers have to call multiple spots to get clarity. ******* will say "call the place you got the quote or we cannot do anything" then the place where we got the quote says "call ******* to get your money back".
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  Please see a copy of the $500.00 refund attached, if there was a mistake it is for sure an honest mistake. The Client is refusing to discuss the details directly with us, and deprive us the opportunity to share our point of view, yet we have decided to refund her what she is asking for regardless if we agree with her or not. we request to close this case as settled
  Regards