Complaints

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

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  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  4507 Jefferson Davis Hwy Fredericksbrg, VA 22408-4253

• 

  LL Flooring

  158 Railroad Ave Albany, NY 12205-5769

• 

  Lumber Liquidators

  91 Mechanic St. Lebanon, NH 03766

• 

  Lumber Liquidators

  182 Tri City Road Somersworth, NH 03878

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:08/01/2024

  Type:Product 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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  .

  Business Response

  Date: 08/07/2024

  Hello and thank you for the inquiry. The consumer was provided the contact information for the settlement administrator for the request. LL Flooring cannot assist with this matter. The consumer is encouraged to reach out to the settlement administrator for further assistance. Please advise if anything further needs to be addressed.

• Initial Complaint

  Date:07/29/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have spoken with LL Flooring and unfortunately their plan to fix the issue goes against the proper install of their own product. LL wants to send a contractor back to our home, in what would be no less than the 5th time, and this time have the contractor go against factory compliance and glue the flooring to the existing floor below. For reference, this is a floating LVP floor that explicitly states that it needs to float and should not be glued to any surface. Gluing this product down would likely cause more issues to arise since it is not designed for this type of install. This is unfortunately the only solution LL Flooring has offered, with the expressed statement that if we accept and have issues in the future (which will happen if the flooring is installed Incorrectly) we will not be able to have any recourse. 

  We have asked LL Flooring to offer a refund but have been told that the only option available is to accept this flooring install (that goes against product installation standards). This is not acceptable. A fix would be if they could truly fix the flooring under proper installation standards. If that can't be done, we should receive a refund. 

  
  Regards,
  
  ***************************
  
  
  
  

  
  casions to try to fix the issues. At this time LL Flooring has now said the only "option" we have is to sign paperwork stating that they will come out one more time to fix the issues and after that we are no longer allowed to call or have any recourse because we are well out of our warranty period. These are the same issues in the exact same areas that we've been complaining about now for over a year. Nothing has been done. We want a refund for this defective flooring and do not wish to go through LL Flooring for the replacement! A cash refund is all that is acceptable at this point.

  Business Response

  Date: 08/01/2024

  Hello and thank you for the inquiry. Per the agreement letter, the case manager is offering to cover the repair cost in full as a gesture of goodwill. The repair plan cannot be put in place unless authorized by the consumer via signature. Please advise if anything further needs to be addressed.

  Business Response

  Date: 08/07/2024

  Hello and thank you for the inquiry. The repair plan extended to the consumer will resolve the concerns reported. Additionally, the case manager advised the repair plan is to sole resolution for the warranty case. We encourage the consumer to contact the case manager directly to pursue next steps. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 08/10/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This flooring is designed to be a floating floor to prevent moisture from accumulating underneath. Gluing it down will not resolve the issue and may cause more significant problems in the future. Gluing the floor is a temporary solution that will likely lead to further complications. This is based on the installation requirements of the *** manufacturer. This is taken from LL Flooring page for installing the *** Quick-click installation completes the job from start to finish without the need for glue or nails

  
  The only appropriate action, if LL Flooring is genuinely interested in resolving the issue, is to correct the installation. If installing the *** over the original hardwood is not recommended, then the companys sales team should not have advised us to do so. We expected the floor to be properly installed from the beginning and should not have to endure this inconvenience to achieve that. If LL Flooring is unwilling to provide a correct resolution, a refund for the installation is the only acceptable solution so we can hire another company to install the flooring correctly.
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business Response

  Date: 08/14/2024

  Hello and thank you for the inquiry. The repair plan presented to the consumer is the only option available for resolution. We encourage the consumer to contact the case manager for further assistance. Please advise if there is anything further that needs to be addressed.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [LL Flooring has never offered anything other than the initial offer to glue down the previously installed floating floor. It appears LL Flooring would rather spend time and money sending contractors to improperly install flooring than to admit fault and simply issue a refund. We reject their only offer because it goes against the recommended install for this type of flooring and would create bigger issues later.]
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  The installer cut a hole too large for the vent. The installer damaged the walls with their tool. A month ago they sent a tech to look at the damage and the oversized hole in the floor that is too large for the vent. He told me that they were going to order more flooring and that they were going to send me a check to have the sheet rock fixed. Well I havent heard back. I called and was told that a case file was not even started. The woman said that she would start a case file and send it to the appropriate people. Well every time you call no one takes responsibility. If a file was not started how did the technician know to come and assess the situation . Picture have been attached.

  Business Response

  Date: 08/05/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. After review, a case file was generated on 07/29 for the recorded concern. All updates will be relayed from the *************************** or the independent contractor directly. Please advise if anything further needs to be addressed.

• Initial Complaint

  Date:07/29/2024

  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.

  We were told we were receiving a credit for a defective product to use in the store of ****** when we went to location to make purchase on a Friday they informed us the credit needs to be finalized and to contact customer service. We were told by customer service that only the case manager can help us but she wouldn't be in till Monday morning. We called for hours and were told she is on the phone, then finally told she wouldn't take our call and would email us with the next steps . We emailed her and no response. We as asked for a manager and were informed they will call us back in about 3 days. How is holding up a customers funds ok? Why can't anyone help us? This is unacceptable and feels wrong.

  Business Response

  Date: 07/31/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, the consumer was given two options as credits on 5/16/2024 one for $450.00 credit back to their method of payment or $900 store credit , Consumer advised the case representative that he would think about his options and provide a call back.  On 7/27/2024 the consumer contacted their case representative  and advised  they would accept the $900.00 store credit. In order for the store credit be applied the consumer must sign offer letter that has been sent to them . Once the offer letter is signed and returned to the case representative the store credit will be submitted for processing.

• Initial Complaint

  Date:07/22/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As you can see by the pictures yes there is moisture, they are claiming to have come in and take readings of said moisture and this has not occurred, I was blamed that there is a water leak and that is a false accusation.  The floor is now getting worse and sharp edges are exposed all alongside the planks, these edges have already caused cuts and scrapes to my kids. I have an autistic son who enjoys being in the kitchen and playing on the floor.  This needs to be remedied and soon, and just to clear things up I havent been educated on anything I have conducted my own research and am now aware that the process in which our kitchen floor was installed was incorrect. So please dont tell me that you have educated me or that you have sent anyone out to my home to look at the situation 
  
  Regards,
  
  ***********************
  
  
  
  
  to stay in contact with him and figure out what was going to be happening, I was told that another contractor would come out and take some readings on the sub-floor for the humidity levels. Today is 07/22/2024 and no one has shown up. I talked to another customer care representative and they told me that the case was already closed and that I was SOL. I contacted the original installer and she told me that they had contacted her, but didnt giver her any further instructions on what or how the problem was going to be fixed I finally spoke to ****** again and he did confirm that the case had already been closed and determined that we had a water leak, which we dont have.This is truly a disaster, I have pictures of our floor before the install and the floor was fine no spongy floor anywhere. ************* are afraid to walk in the kitchen & fear that they will fall thru or get cut from the planks that are sticking out. I have a child on the spectrum who is always playing in kitchen.

  Business Response

  Date: 07/29/2024

  Good Afternoon,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Business Response

  Date: 08/06/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. The photos are from when he contractor went to the home on  07/02/2024 and repaired two planks that had the water coming from the bottom of of the planks and showing the subfloor wet as well. This is was a free repair due to the warranty does not cover site related concerns. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Business Response

  Date: 08/15/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. The photos are from when he contractor went to the home on  07/02/2024 and repaired two planks that had the water coming from the bottom of of the planks and showing the subfloor wet as well. This is was a free repair due to the warranty does not cover site related concerns. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company continues to make false accusations and refuses to make the repairs.  At this point I would like my money back and they can come and remove the floor that they poorly installed and have added me and my family as a victim to their half jobs.  I am tired and exhausted of trying to keep my cool over this poorly executed job.  I would like my money back and please come and remove your flooring that has damaged our entire kitchen floor.  Your lack of planning and installation has damaged my kitchen floor, but you insist that I have a water leak, I hired a plumber to come and look and there is nothing....NOTHING!!!!!!  But yet you blamed me the consumer for your bad installation practices. 
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Until today no one from LL Flooring has called me to "educate" me on anything.  They are lying about taking any sort of reading or investigating anything.  Why is it that all they are trying to do is place the blame on me as the consumer, and not take responsibility for a bad install that is missing materials to keep the new floor and sub-floor married together.  This is unacceptable if they are not willing to make things right I am requesting my money back for this half job.  I have repeatedly said that I have a special needs child who is constantly on the floor playing and the "planks" have a tone of exposed sharp edges.  So, with that being said take care of your business and take care of your customers **********************.
  
  Regards,
  
  ***********************
  
  
  
  

  
  

  Business Response

  Date: 08/20/2024

  Good Morning,
  
  Thank you for contacting us, we regret to hear about the consumers concern. We investigated the matter within proper channels and came to the conclusion that the issues reported are not covered within the guidelines of the warranty. The attached photos illustrate moisture intrusion, located under the flooring installation, which is not a matter in which the manufacturer's warranty covers. The photos are from when he contractor went to the home on  07/02/2024 and repaired two planks that had the water coming from the bottom of of the planks and showing the subfloor wet as well. This is was a free repair due to the warranty does not cover site related concerns. In receipt of the information collected, we have extended education to the customer in efforts to better assist them with the proper care and maintenance of their concerns. 

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am requesting a full refund.  As the BBB can see it is the same response with no intentions to make any sort of amends.  Please submit my refund as soon as possible 
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Complaint # ******** This matter has yet to be resolved. I waited over two weeks for a response from LL Flooring, and they want me to pay out-of-pocket $3500 for the mistake they made while measuring for the floors' installation. This was not resolved during installation, as they put it off to be covered by the floors' warranty. I do not feel they should charge an additional $3500 to install the floors correctly. They should have done it correctly the first time, not wait until I file a complaint and then charge me to come back and do it correctly.port. ********* from customer support emailed me after I left her a voicemail. It's been over two weeks since I spoke to them, and there has been no response. After receiving no help from LL Flooring regarding this matter, I contacted a third party to evaluate the problem with the floors. The third party showed me that the floors were not supported correctly because the person who measured the floors before the installation did not consider the current floors' thickness. Therefore, the floors are 1/2" low, which also has left gaps under my doors, and my appliances in the kitchen are 1/2" below the countertops. I have been unable to put furniture in my living room for over three months. I cannot come home and relax in my own house because no one wants to accept responsibility for the incorrect installation. I have spent $12,000 and would like this process to be over.

  Business Response

  Date: 07/28/2024

  Good Evening,

      This customer has an active case open with our ************************* and a case manager is actively working with the customer to reach a resolution to this concern. 

  Business Response

  Date: 08/20/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines. At this time, the consumer can expect to be contacted by their case representative for further assistance.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was unable to attach images of the warranty however I will share what they say in relation to my complaint. 
  

  Page 6 of their warranty guidelines states:

  We reserve the right to investigate, assess, and validate reported claims by, among other things, requesting samples from you for technical analysis and performing an inspection of the flooring and the installation location. 
  

  Page 10 of their warranty guidelines states:

  Retain a box label and keep on file with your receipt for future use.

  Lumber Liquidators said that I refused to provide flooring for them to test and inspect. We do not have an extra box of flooring. And nowhere in the warranty does it say that we are required to hold onto an extra box of flooring in case they need to test it. It only states to keep a box label for future reference which we have. It says they have the right to test and inspect, but doesnt say we have to keep a brand new box of flooring so they can do so. They dont want to test or inspect our installed damaged flooring in our home. They said a box of unused flooring is needed. And since we dont have unused flooring we cant provide them with that. Typically they test flooring by using what they have in the warehouse, but this flooring is no longer carried by them. Not our fault. 
  
  They also stated that I wont provide a 3rd party inspection of our flooring. I read through every word of this warranty and it only says they have the right to inspect our flooring. Not that we have to provide the inspector, nor a certified flooring inspector. I contacted a certified flooring inspector and they charge $600. We are not willing to pay $600 for our flooring to be inspected since it is not in their warranty that this is something that is required to get a refund. 
  
  This is why I wont accept $1750 when we paid $2380.55. All I ask is for a full refund, thats rightfully ours. 
  

  I would be happy to provide you with their entire warranty packet and guidelines if needed. 

  
  Regards,
  
  ***************
  
  
  
  
  

  
  

  Business Response

  Date: 07/18/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we have reviewed  the consumer's flooring conditions in accordance with our product and installation warranty guidelines.At this time, the customer does not have any product to provide to validate a product concern nor does the consumer want to commission her own third party inspection. Being that we can not validate any product concerns we extended a courtesy credit amount of  $1,750.00. Consumer declined the offer.

  Business Response

  Date: 07/25/2024

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we have offered the consumer $1,750 solely as a goodwill credit being that we do not have evidence that it is a product concern. Based on the product warranty as it states:

  WHAT ARE YOUR REMEDIES UNDER THIS WARRANTY? With respect to any defective product during the Warranty Period, we will provide a Lumber Liquidators store credit in the amount of the purchase price paid for the defective portion of the flooring (excluding any installation costs and labor). A store credit is the sole remedy under this warranty and can be used for store product purchases only.   

  If we provide the consumer a refund that she is requesting it will be in a store credit  based on the warranty or we can provide them with courtesy credit of $1,750.00 which would go back to the method of payment on file.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution of receiving $1,750 back on the card on file would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  

  If the card on file is expired please contact me at ************ 

  
  Regards,
  
  ***************
  
  
  

  
  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  me but reach a dead end every time. I never miss a monthly payment but find myself upset that I'm paying for an incomplete product.

  Business Response

  Date: 07/19/2024

  Hello and thank you for the inquiry.

  After review, the case manager is in communication with the field management team to determine the next steps to resolution for the consumer's flooring concerns. All updates regarding this matter will be relayed from the case manager directly. Please advise if there are any further concerns that need to be addressed.

  LL Flooring Leadership Team

• Initial Complaint

  Date:07/15/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The offer that they are making is in response to 1 box of floor that was sent for testing. They offered a credit for the one box. The larger issue is the floor that is currently installed in my home that nobody has made any effort to fix or replace. The cost of the floor with install was over $6,000 and is currently lifted, cracked and broken as seen in the photos provided. I have made several attempts to get these materials repaired or replaced.

  Thank you, 

  *******************************;

  
  
  
  
  

  
  

  Business Response

  Date: 07/16/2024

  Hello and thank you for the inquiry! After review, the case manager reached out to the consumer on 7/15 to provide compensation for the material submitted for testing. They are still pending a response from the consumer to move forward to resolution. We encourage the consumer to communicate with the case manager directly regarding this matter. Please advise if anything further needs to be addressed. 

  Business Response

  Date: 07/18/2024

  Hello and thank you for the inquiry,

  According to record, the consumer has not responded to the case manager to accept the offer. The offer is a gesture of goodwill as the concerns are not covered under warranty and the installation warranty has expired. To move forward with the goodwill offer, please contact the case manager directly. 

  LL Flooring Leadership Team

• Initial Complaint

  Date:07/15/2024

  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 showed the store manager the quote I received from Lowes and he told me he could beat it by at least $1000 to $1500. They sent out the measuring contractor and I received a quote for $7500 and this would include taking up the kitchen floor and the baseboards. I accepted the quote. When I paid, I notice that the contractor did not add the trim even though we even discussed the size now it went up to $7950. Today the flooring guys said that they did not know about installing the baseboards and now wants to charge me another $300 to rip up the kitchen floor even though the contractor told me it would all be included. Now in the long run I was feel lied to and ended up paying even more money.

  Business Response

  Date: 07/25/2024

  Hello. Thanks for sending this information to us and allowing us the opportunity to respond. ** has followed up with the customer as there is signed documentation noting additional charges may occur due to unseen things. I am sorry the customer feel that they were lied to but she has been made aware of possible new charges. There was a case file created and she was followed up on to further discuss. 

  LL Flooring INC