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

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  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:05/25/2023

  Type:Order 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.

  Legal matter civil lawsuit

  Business Response

  Date: 06/01/2023

  Good Morning,

  I am unsure as to the nature of this complaint. With the information provided I am unable to find a consumer account.  All legal communication should be sent to LL Flooring *****************************************************************. Attention *****************

  Thank You

  LL Flooring Customer Service
  

   

• Initial Complaint

  Date:05/25/2023

  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.

  Purchased flooring material which turned out to be defective. The defect is in the manufacturing of the product. The material is not cut straight, leading to gaps throughout the floor. LL flooring sent who they say is an independent third party to make a determination, and that person wrote a report saying there is no defect in the material. In their report, they referenced manufacturing standards that stipulate the tolerance should not exceed *****, but then they contradict themselves by noting gaps found of *****, which is double the *** allowable by the aforementioned standards.

  Business Response

  Date: 06/01/2023

  Good Morning,

  We understand that this can be frustrating for the customer. The inspection states that this in not product related. If you review the inspection report there were several issues happening. Though the customer feels that it is a product issue, it was not taken into consideration that 5-10% waste is normal when installing flooring and the installer is responsible for pulling the boards that cannot be used. Every customer has the right to have a second opinion, the customer can commission their own inspection by a licensed inspector. If the findings are different the customer can send them to ********************************** and we will review. Should it show that it is a product issue then we can reopen the complaint and look at compensation per the warranty. We would also be willing to reimburse the customer for the inspection should it show a product concern. At this time we consider this complaint resolved. 

   

  Thank You

  LL Flooring *************
  

   

• Initial Complaint

  Date:05/23/2023

  Type:Delivery 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 business has not contacted me. I also made a complaint with the **. ATTY ************** I was overbilled the ****** delivery plus taxes on the 2nd item as I went in person to pick up. Also, the invoice says **** when the fee should have been ****. The SAVE10 was not applied on the 2nd floor and I am also owed that.

   

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

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

  
  . Plus also overcharged for the delivery of the 2nd set of DV which I picked up personally. I will attach documentation. I am owed the ****** plus tax plus **** x the number of planks they overbilled me on plus taxes. It total I calculate it is almost ****** I was ripped off. I am also sending a complaint to the **. Attorney General as this is misleading and stealing from customer with a complicated invoice.

  Business Response

  Date: 05/26/2023

  Good Morning,

  We have a member of management reviewing the invoices and pricing. We will be reaching out to the customer directly to review the invoice, as there is some confusion on the customers behalf that need to be addressed. The customer will receive a call from a member of management within 48 business hours to address the concerns. The person reviewing the account and calling the customer can be reached at *******************************************************************.

   

  Thank You

  ******* - Sr. ********** LL Flooring *************
  

   

  Business Response

  Date: 06/01/2023

  Good Afternoon,

  We have reached out and the first time it was not to the number that you provided in the email you sent me directly - the 2nd email you sent to the company was advising to contact the person who was handling the account for you. You were advised that someone would contact you today. It was supposed to be by 2pm but I am currently in a meeting and will contact you as soon as I am done. You also have my direct email with all my contact information where you can ****************** with me at any time. We have no concerns with assisting you and providing a credit/refund if it is due. You will be receiving a call within the hour .I understand that the situation is frustrating and that you need assistance as soon as possible. I will speak with your contact shorty.
  

   

  Thank You

  *******

  Sr. Supervisor Customer Care

• Initial Complaint

  Date:05/20/2023

  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.

  My wife and I shopped for and purchased a Laminate floor from LL Flooring 2.5 months ago, We have slowly been installing it, because were doing other remodeling of our home. The areas that have up to now been installed, are lifting up from the end and corners. This product is advertised as waterproof and it has a back pad. When we purchased it, we asked if we needed anything else to install direct on our floor and were told no underline needed because it has its own pad attached. I called and went to the store and I was told by the manager they based on the pictures I provided it looked like a humidity issue, we removed old flooring which was not waterproof and had been sitting on the same floor and never lifted up like this one is doing. I contacted corporate direct and sent them the same pictures and they do not want to honor the lifetime warranty because they claim that a humidity barrier should have been installed. We were never told such information when purchasing the floor, nor has my installer that has been doing this with many floors has ever seen this happen and specially on a dry floor like ours were other flooring was before without any issues. They do not want to inspect the product problem which I believe is the issue at hand, but they want to be ***** in not granting the warranty based on speculations and not facts.

  Business Response

  Date: 05/25/2023

  Good Morning,

  I have attached the install and warranty guide for the customer to review. Per the install guide the 6 mil poly is required as seen below and can be found on page 14 and there is also a section that explains not installing fixed objects on top of the flooring.
  

  Page 13 - CABINETS / FIXED FIXTURES:
  Do not install fixed cabinets, islands or other fixed objects on top of flooring.
  

  Page 14 - CONCRETE SUBFLOOR PREPARATION:
  6 mil polyethylene moisture barrier- seams overlapped 4"- 6" and taped using a waterproof adhesive tape (e.g. duct tape) must be
  used or LL underlayment with a water vapor permeance of 0.1 perm or less when tested in accordance with the **** E96.
  Do not proceed with installation if concrete is wet or shows sign of dampness. Excessive moisture could lead to mold / mildew.
  (Underlayments with a vapor ******er still require this moisture barrier).
  T o address flatness concerns; Grind down* high spots and fill in low spots with an appropriate Portland cement based patch
  or self-leveler (allow to cure fully) prior to installing floor. *CAUTION: Follow OSHA guidelines (29 CFR *********) regarding silica dust hazards.
  15 / 30 lb. roofing felt or vinyl tile can be used to build up (in layers) low areas on concrete subfloors.

  At this time the company considers this complaint resolved. If the customer feels that a second opinion is warranted they have the right as a consumer to commission a 3rd Party inspection by a licensed and certified flooring inspector. If it comes back that this is a manufacturing issue then we would reevaluate the complaint. At this time it is a installation issue which is not covered under the product warranty.

  Thank You

  LL Flooring Customer Care
  

   

   

• Initial Complaint

  Date:05/16/2023

  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.
  
  We purchased flooring and installation from LL Flooring in February 2023. We immediately reported an issue with the installation. We were told to wait until March to see if the flooring would settle in. Waiting did not improve the problem. After talking to other contractors, the issue is with the installation method. The LL Flooring professional installer did not follow LL Flooring's formal install guidelines provided on their website. This is the cause of the problem. We provided videos, pictures and descriptions. LL Flooring has sent their installer out to diagnosis the problem yet LL Flooring has not offered a solution. They have made no effort to resolve the issue. The representative that was assigned to our case will not respond to our emails. We have requested this to be escalated to a supervisor to actively engage in resolving our issue to no avail. We have tried everything to that we know to do to get this moving. Now I am posting here in hopes this will be brought to someone at LL Flooring that can help us get this resolved. The company finally sent out another installer to get another opinion and the installer agreed with us that there is an issue and was reporting to LL Flooring **** ******** We have left several messages and he will not return our phone calls. We cannot get this open issue resolved. I wish we had read reviews about the company prior to purchasing the flooring and the installer services LL Flooring provided. 

  Replacement

  
  
  Regards,
  
  ***********************
  
  
  
  
  o someone at LL Flooring that can help us get this resolved.

  Business Response

  Date: 05/23/2023

  Hello. Thanks for providing LL the opportunity to respond to the customers concerns. I am sorry to hear that the communication in regards to there flooring concerns have not been the best. I have alerted ******* working on the customer care file to reach out to the customer as soon as possible. 

  ********************** Customer Care

  Business Response

  Date: 06/28/2023

  Hello. I am sorry to hear the customer experience with ******************** has not been customer service friendly. I have notified the rep to reach out to the customer as soon as possible. I have also communicated with all parties to insure some resolution upon that call. 

  LL Flooring

  Customer Answer

  Date: 06/28/2023

  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 continue to receive no communication with ******* who is assigned to our case.  I don't know what else to do.  This is so frustrating and I do appreciate you trying to get us together.  LL Flooring customer service is the worst.  They do not want to make it right with us.  They are ignoring us.

   

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

  
  

  Business Response

  Date: 07/18/2023

  Hello. It appears after reviewing the case file there was communication sent to the customer on 7/10 and pending the customer response. 

  ********************** customer care

  Customer Answer

  Date: 07/18/2023

  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 have sent an email to ************************* every day for over a week and multiple voice messages left.  He told us the repairs would be made at no cost to us but failed to give us the logistics of when this would be scheduled.  He said he would call my husband but has failed to do so.  Just more of the runaround from LL Flooring.  It is great that they say they will repair the installation issue but if they don't follow through they are just words with no meaning.

  
  Regards,

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

  
  

  Business Response

  Date: 07/21/2023

  Hello. I am sorry to hear that there has been no follow up to the commitment. I have advised ******* working the case to reach out to the customer for direction on the install date. 

  LL Flooring customer care

• Initial Complaint

  Date:05/12/2023

  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.

  My wife and I, brought some hardwood flooring for our basement in November 2022. We paid about $12,000,00 for the flooring.. It was installed around March 2023. Afterwards, we notice that there were some damage to our wall leading down the steps as well as some gaps in the putting back our staircase. Other, damages were in one of the back rooms on the floor which was damage along with other minor damages on our floors like glue still on the floor and it was not properly cleaned. we found scatches thoughout the floor. I let the crew know when they came back to my home as well as calling the customer service number. They sent me over to the manager of the store who sent me over to the installing manager *****************. I spoke with **** per phone call concerning the damage. He stated that someone will come by and inspect the damages. I also received a phone call from LL Flooring, stating that someone will come by to inspect for damage to my home. The same person who caused the damage came to my home to inspect.. He stated that he do not remember the damage that was pointed out to him. I called customer service again and told them what he had done and said when he came by in March 2023 to do the inspection for damage. I also called *****************, to let him know that the person he sent over could not understand english very well. So, it was hard for me to understand what he was saying most of the time. They sent another women over for a second time around April 2023. She took pictures and I showed her the damages as well. She stated that she will go back and show these damages to her boss and that someone will be contacting me tp have the repairs done. It has been several months now and I still have not gotten the repairs done. I also, asked for a discount which I have not received.

  Business Response

  Date: 05/15/2023

  Good Day,

  
  We understand the customers frustration and are actively working with them to resolve their concerns. Our records show that we have a case file opened and are in communication on the investigation with them. As a note, investigating flooring concerns takes time to do correctly. I have included next steps in this case to aid in expediting the concerns as well as the contact information for the case representative. Thank you for allowing ** to work with you on the journey to resolution!

  
  Next Steps: Customer needs to send in photos.
  Rep Name: Admin
  Rep Email: ********************
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  

  
  

• Initial Complaint

  Date:05/05/2023

  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.
  
  No call was received. Please have them call me at **************. 
  *************************
  
  Regards,
  
  *************************
  
  
  
  
  bout why was the underlayment black and gray and not blue. She thought maybe it was because I live in ** and she does her jobs in VA. He told her that was an upgraded underlayment. We both told him why did you sell that to me? He told us that he went over the order line by line and I approved the order. However, I never approved an upgrade and was never told I was buying upgraded underlayment. He tricked us, maybe because we are women. I did ask him who gave him the authority to upgrade my order without my permission. He never answered my question. When from the beginning I only asked for what was needed for the warranty. At the very least he should have explained that it was upgraded and then we would have told him we only wanted the normal underlayment for the warranty. Resolve: We tried to resolve the issue with ******* with no luck. He did call me one time and offered me something like $7 per roll. I told him no, you charged me $40 per roll extra.Acct#: *********

  Business Response

  Date: 05/15/2023

  Good Morning,

  I can understand that it is a bit frustrating when something like this happens. I will be more than happy to have a senior representative call you and we will discuss a how to resolve this quickly for you. You will receive a call within 48 hours to resolve this.

  Thank You LL

  Flooring Customer Care
  

   

  
  

  Business Response

  Date: 05/25/2023

  Good Morning,

  We will have a member of management reach out to you within 24 hours. You will receive  the call no later than Friday afternoon and the management staff member that will call you is ******* and can be reached at *****************************************.

  Thank You

  LL Flooring *************
  

   

• Initial Complaint

  Date:04/21/2023

  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.

  Called LL FLOORING about a lamanent bubble separation issue on March 30. Keep getting the run around about the contractor coming out. **************** Rep would not give me his last name or his supervisor name (That sounds real fishy). Finally was told that the contractor would be out today (04/21/2023) and at 6pm no show. Lamanent was installed less than a year ago.

  Business Response

  Date: 04/25/2023

  Good Afternoon,
  
  We do have an active case file open with this customer and ******* has been in consistent communication. We have already spoken with the customer following the submission of this complaint and were told that they had missed a call from the contractor. ******* spoke with the customer today and we look forward continuing to work with him on this investigation and resolution.
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  
  

• Initial Complaint

  Date:04/21/2023

  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 contracted with LL Flooring to have new flooring installed on my staircase and upstairs hallway in October 2022. I was very satisfied with the product and the installation. In January of this year, we had a problem with the installation on two of the stairs - the front and bull nose edge fell completely off. On March 20, 2023, I contacted our local LL Flooring to explain the problem and they said the problem would be referred to the warranty department and I would receive an email directing me how to proceed. On March 21, I did indeed receive the email. They asked for pictures of the damage and answers to several questions.. That same day, March 21, I responded via email with the requested information. On March 27, 2023 I received a follow up email from LL Flooring assigning me a case manager (along with a contact phone number) and a case number. This was the last time I received any communication from LL Flooring. I have sent follow up emails to the case manager requesting a timeline as to when my case would be addressed on the following dates: April 4, April 11, April 17 and April 20. I did not receive any responses to any of the emails (and yes, I have checked my spam and trash folder). I also called the contact number for the case manager on April 13, April 17, and April 21. Each time I reached her voicemail and left a message. None of the messages have been responded to. At this point, it has become clear that I am being completely ignored. My stairs have become a risk hazard, as one person has already fallen down the stairs due to the missing and loose planks. The contact information I have received is as follows:Case manager - ******* (no last name provided)contact number - ************************ Case number - ******** Thank you for your help in this matter.

  Business Response

  Date: 04/25/2023

  Good Afternoon,
  
  As the customer mentioned, we do have an active case file open with this customer. Communication was sent on 4/21 via email requesting further information and to alert that a request for an installer to do an onsite inspection was done. Should any further information be needed or the customer need assistance we can be reached at ************** and ******* is the case representative. Thanks!
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  
  

• Initial Complaint

  Date:04/20/2023

  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.
  
  According to the report, there are many locations throughout the house where the floor is peeling that is covered by the warranty.  I have tried numerous times to contact LL Flooring but they refuse to answer.  ]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business Response

  Date: 04/21/2023

  Hello. Thanks for providing LL the time to respond to the customer concerns. I am sorry to hear that there is a concern. There was a case file that was being worked by an **** rep. and a certified inspection took place that found site related concerns. Due to such findings and it not being covered under the warranty LL was able to extend a goodwill courtesy. Should the customer want to redeem it please contact customer care and we can proceed. 

  LL Flooring Customer Care

   

  Customer Answer

  Date: 04/26/2023

  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 inspection report detail several areas of concern throughout the house floor, that are covered by the warranty.  This how LL Flooring gets out of honoring the warranty as they have done so many times in the past.In the inspection report page 15 Office enty way, attic stock also chipped,Page 14, Master bedroom  chipped, hallway chipped, living room chipped. Page 13 Office   chipped. Page 9 of the report shows Entry way edges peeling, Living room peeling.  Page 6 "Evidence indicates the conditions exhibited in the office adjacent to the desk would be indicative of the office chair wheels (4" rubber wheels) rolling across the surface  of the planks...site-related."  Page 5 floor chipped.  Either way, all items are covered by the warranty.
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business Response

  Date: 04/25/2023

  Good Afternoon,
  
  Thank you for contacting us about the customers concerns. There was a case file that and a certified inspection took place that found site related concerns. These site related conditions are not covered under the material or install warranty. The customer was offered a goodwill courtesy credit. Should the customer want to redeem it please contact customer care and we can proceed. 
  LL Flooring *************
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  
  

  Business Response

  Date: 04/26/2023

  Good Afternoon,
  
  As the customer mentioned in their reply, the inspection showed "Evidence indicates the conditions exhibited in the office adjacent to the desk would be indicative of the office chair wheels (4" rubber wheels) rolling across the surface  of the planks. This is damage done to the flooring at the site, and is not covered under labor or material warranties. However, if the customer would like to accept the courtesy credit offered, we would be happy to assist in processing. The customer would need to call ************** and a member of the team can assist. Thanks!
  
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************