Business Profile

Floor Materials

LL Flooring

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Complaints

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

Customer Complaints Summary

383 total complaints in the last 3 years.
108 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.

Initial Complaint
Date:04/12/2023
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.
We purchased flooring from LL flooring in 2020 within the last year the floor is chipping and pulling apart. We contacted the buisness who offered us a portion back, which would not be useful to us since we need 4 rooms of footing re done. They sent out an inspector who stated it is an installation error NOT a defective product. The inspector only took measurements in one room - they also parts of my home in the report that do not exsist for example they state I have sliding closet doors in my den - I do not have ANY sliding doors in my entire home. They also state the flooring is in my foyer and incorrectly installed. I do not have this floor in my foyer (mudroom) it is a tile floor in there. Based on this information I believe their report is falsified and I deserve a credit for my floors so I can purchase new ones with the tear up and installation covered in full.
Business Response
Date: 04/17/2023
Good Morning,
I can understand that this situation can be frustrating, the install was not done by LL Flooring so we do not warrant the installation. The inspection report is attached and if the customer is not satisfied with the outcome of the third party inspector, they have the right to get a second opinion that they commission. The customer can schedule their own second opinion and if it contradicts the fact that this is manufacturing issues then please feel free to send us the report and we can reopen the complaint. The inspector has to be licensed to do inspections, the report that you turn in to us should have the inspectors information including the license number for verification. The second inspection can be forwarded to ********************************** for review and reconsideration. At this time the complaint will remain closed until the customer submits a second inspection report. Below are what the inspector called out due to site or installation concerns:
Discovered Issues:
Manufacturing
No manufacturing-related issues were observed.
Refer to the invoice/manufacturers warranty.
Site
The floor in the living room is not within the manufacturer's specifications for flatness. This is an installer error.
Refer to the invoice, manufacturers warranty/installation instructions.
Installation
The installed flooring is out of the manufacturer's specifications for flatness and the installation guidelines for flatness
state;
SUBFLOOR MUST BE FLAT AND SMOOTH FLAT: Subfloors must be flat within 1/8" over 6 and 3/16" over 10, and
smooth, abrupt peaks and valleys must be avoided.
The floor not being flat is an installation concern.
Chipped & Damaged Planks:
The concern with the chipped and damaged planks is consistent with being over-tapped or mishandled during the
installation process.
Refer to the invoice, installation instructions and the manufacturers warranty. Conclusions indicating installation issues may or
may not be covered by time-sensitive installation-related warranties. Check with your installation service for specifics.
Performance/Expectation
Scratching:
Vinyl floor covering material can have a protective factory-applied urethane coating which can be highly resistant to
scratches, certain stains, and abrasions; however, it is not indestructible. All surfaces, including plastic/vinyl, glass,
concrete, wood, laminate, tile, or even steel, can scratch, scuff, abrade, or mar when something sharp or abrasive is
drawn across the surface. Dull or non-abrasive objects can also cause scuffs and scratching of vinyl flooring.
The scratching in the dining room can be attributed to the Teflon chair protectors. The manufacturer requires felt
protectors to minimize scratching.

Thank You
LL Flooring Customer Care.

Customer Answer
Date: 04/23/2023
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***************************
Initial Complaint
Date:04/11/2023
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.
Ll flooring sold me defective flooring that chips and doesnt stand to their warranty guarantee. They provided us with a 3rd party to review the flooring which stated it was installer issues. I brought 4 different installers and all said this flooring that I paid $4.49 a sqf is weak and chips at installation. It is also not water proof as it claims. Ll flooring is greedy and should be ashamed from stealing peoples hard earned money over cheap products. Please stay away.
Business Response
Date: 04/17/2023
Good Morning,

I can understand the customer is frustrated and not happy with the results. The customer did not agree with the initial outcome so we commissioned a third party inspection. The third party inspection came back that the issues were not covered under the warranty since the installation was not done through LL Flooring so we do not warrant the install. We do cover the product from finish and manufacturing issues. The customer has the right to get a second opinion if they decide to. They just have to make sure that they are using a licensed inspector and the report should have the license number visible for verification. If the second inspection has a different result, please feel free to share the results with us and we can reopen the case and review the report.

Thank You
LL Flooring *************
Customer Answer
Date: 04/17/2023
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.

hello.
the business is lying and did not give me any other options prior to the third party inspector to resolve my issue.
after reading the reviews for consumers that purchased this same flooring, we all had the same issue with poor quality flooring and ll flooring not taking accountability for their garbage product sold to consumers.
I will be hiring a third party inspector to show you what poor misleading and false products you are selling to your consumers. Thanks.
Regards,

Chanel Aboodi

Business Response
Date: 04/17/2023
Good Morning,

Based on the response from the customer we will be waiting on the inspection report the customer sends us. Please remember to ensure that the inspectors license number is available for verification when the report is submitted. Until the customer sends us the copy of their report we will consider this matter resolved. The report can be forwarded to *******@llflooring for review.

Thank You
LL Flooring ****************
Initial Complaint
Date:04/10/2023
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.
Had to file several complaints within store about the flooring estimator, he charged me for a number of items that we would not use. Which I was forced to return on 2 occasions! The mis communication about the project, I waited months and finally had to call, and they said they were waiting on parts? Right they got there the next week with my products. Now I have an issue with their defective floor, and I as I was told their products are under a warranty, that is incorrect! You have to request a warranty certificate, after you spend a lot of money with them! Otherwise you are stuck like me, with a 6 month old floor and no warranty! Unacceptable practices.
Business Response
Date: 04/17/2023
Hello. Thanks for allowing LL Flooring response to the consumers concerns. I am sorry to hear that there was miscommunication at the store with ordering product and now possible issues with the flooring. The product should have a warranty and it can be investigated should it have one. The best way to determine such would to have the customer call in to customer care where a case can be created and investigated. The number is ***********. They will be able to answer all questions the customer may have.

LL Flooring INC
Customer Answer
Date: 04/17/2023
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 called store, they told me that there is no warranty because I was supposed to request one after I purchased materials???

I am unclear as to why my floor is not AUTOMATICALLY under warranty? It was just installed in August!

Regards,

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

Customer Answer
Date: 08/01/2023
From: Travelwithjackie <**************************>
Date: Tue, Aug 1, 2023 at 10:08 AM
Subject: Re: You have a new message from the Richmond BBB complaint #********
To: BBB Complaints <complaints@centralvirginia.bbb.org>

I know you have probably closed this. But, the issues have not yet been resolved. ** sent someone to investigate they left and said they were ordering more material and would call me they called. I have not yet heard back because now they're trying to determine if it's wear and tear or under warranty? The floor was done less than a year ago not sure how it cannot be still under warranty? That's what I asked them. They agreed however, no one has called back to resolve this. Looking for a little extra help on your end. I appreciate your time. Thank you, JackieMcDonough

Business Response
Date: 08/07/2023
Hello. I have sent a notification to ******* working the case and she will be reaching out to the customer to further discuss and establish the cause. The flooring has a warranty however we have the right to investigate.

LL Flooring customer care

Customer Answer
Date: 08/07/2023
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.

They have been "investigating for almost 8 months! They are hoping I will just forget about it! I just want a response to get this resolved!

Regards,

***************************************
Initial Complaint
Date:04/09/2023
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.
We ordered almost $4000 with of flooring that was boasted to us to be water proof. we stressed we had a dog and a teenager and wanted something durable. we had had laminate flooring in a previous house for almost 10 years with no problems. After having this flooring in for less than 6 months, it started to warp and bubble where moisture had gotten in. We wipe up any and all drips immediately but that doesn't prevent the warping. We tried to file a warranty claim and provided pictures and proof and they came back saying it didn't fall under the warranty. We have now had this floor for a bit over a year and it looks awful. I have to put rugs over every where just to try to protect it. I can't mop it or even wipe it with a damp rag without it warping. We are still paying on the loan we took out to buy this flooring but we are already shopping elsewhere for new flooring. LL Flooring does not stand by their warranty or the quality of their products. I notice our particular flooring has been discontinued.
Business Response
Date: 04/25/2023
Good Afternoon,

The complaint was worked and it was determined that it was not a product issue. As a customer you have every right to get a second opinion, you can have a licensed/certified inspector to inspect the flooring. If for some reason the inspector were to disagree with our findings we would be more than happy to review the inspection report and if it is the product we can provide a store credit for the product as outlined in the warranty. Our warranty also advised that we do not cover labor or incidentals. If your inspection were to say that this is a product issue I will ensure that you are reimbursed for the inspection. If you decide to get the inspection done, it can be emailed to *********************************** The third party company that we use is listed below - please note you DO NOT have to use this company, you can chose your own inspector as long as he is a licensed flooring inspector. The report cannot come from a contractor or installer if they are not certified to do inspections.

Inspect Solutions

***************************************
************** ** 33311
************
Monday to Friday 8-5 (cst)

Thank You
LL Flooring Customer Care
Initial Complaint
Date:03/28/2023
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.
Purchase date of Flooring - 9/1/2021; 9/3/22; 9/24/21 Total invoices - $1990.20 Flooring with a Lifetime Warranty We had the floors installed in December 2021. Then in August 2022, we contacted and sent emails to LL Flooring because the floors were chipping, cracking and coming apart. They would not honor their warranty stating it was the installers fault. Our installer stated it was not their fault and even went to the store to get it resolved. They would give us a discount on new flooring, but we do not want to purchase flooring from them after reading the reviews on ******** and the issues we've had with the flooring. This seems to be a common problem with LL Flooring. Also we had taken back $230 of flooring we didn't use. They wouldn't give us our money back, only give us store credit. We would like the flooring that is chipping and coming apart to be replaced and would also like to have our credit refunded to us. Invoice Nos. ********* -$703.05 - 9l1l2021; ********* - $187.37 - 9/3/21; ********* - $396.75 - 9/24/21.
Business Response
Date: 04/04/2023
Good Afternoon,

This complaint has been closed since 9/2022. The issues the customer is experiencing are not product/manufacturing issues. The customer has been advised of this, the customer always has the right to get their own second opinion if they disagree with our determination. The customer can commission a third party inspection and should the inspection come back stating it is a manufacturing issue we would be more than happy to honor the warranty and provide a store credit for the flooring. The customer does have to ensure that the person who does the inspection is a licensed flooring inspector - not a general contractor or installer. The report should have the license number on it for verification. Once the inspection report is receive I would be more than happy to review the results and reopen the case if needed. The final inspection report can be emailed to ********************************** when received. At this time this complaint is considered closed.
Thank You
LL Flooring *************
Initial Complaint
Date:03/25/2023
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 LL flooring materials with a store in *********, ** and had them installed by a local contractor with relationship with LL Flooring in July 2022 timeframe. Flooring type was 3/4 in. Haversham Hickory Solid Hardwood Flooring. Paid $19,190 for materials and labor for four bedrooms and foyer/hallway/closet at top of stairs Problems noticed immediately after installation in various areas of home: Wood splintering on some boards, chipping on many other boards, big spaces between many boards, nail holes in the boards themselves [not from installation] and jagged edges across others.Contractor directly use to notify the store. We made complaint to LL Flooring store where purchased materials shortly after installation. We had zero responsiveness from LL Flooring regarding the issue for several months and got nothing but the runaround. LL Flooring finally had an inspector come in January 2023 (~5 months later). Inspector acknowledged the problems, said i understand your problem, and to keep watch, as you may continue to have more problems.LL Flooring sent us the inspection report and blamed all the quality issues on the installation job.This is same company / store that boasted ***** is the best, and lasts forever (100 years). Its been months and our floor continues to chip, splinter and have quality defects throughout house that continue to get worse. We follow all guidelines on caring for the floor and are very gentle. We have no pets, we remove our shoes when coming in the door, etc.. We would like the floor defective areas replaced and have the materials and labor covered. I am attaching a few pictures with quality issues, but have many more that can be shared.
Business Response
Date: 03/28/2023
Good Morning,

We have reviewed the customers BBB complaint and the file with LL Flooring. The customers issues stem from installation based on the third party inspection attached. The customer did his install independently with ************************, since LL Flooring did not do the install we will not cover installation errors. The customer should have a installation warranty through ************************ they commissioned. The inspection can be shared with the customers installers, again this is a third party installation company who is licensed through the National Wood and Flooring Association.

Thank You
LL Flooring *************
Initial Complaint
Date:03/22/2023
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.
On Nov 9, 2015 I purchased from this store $1,408.92 worth of wood floorig. Product 10024475/4PP/1027/10, sales order *********, document date 10/18/2015,customer No. ******* and in the invoice very clearly stated 50 Year Warranty. There is nothing anywhere in the invoice stating that C couold only receive store credit. Store Manager's name was *************************. ************ Fax ************.Sometime durung Nov 6 2018 the wood planks began to delaminate.I filed case number ******* with ****. I purchased a higher quality product and had the repairs done. This was my bedroom.Sometime during Nov 2, 2022 the rest of my house began to also delaminate. This time at the walkway from the entrance to the kithen. I again filed a complain with ***** at ********* on 11/30/2022 and was assigned case number ******. Later I was assigned to ******** and after meeting all their requiments providing documentation and photographs of the delaminated floor I was offered a store credit for the total amount of $1408.92. I refused. I infomrmed Cresendo that I piad with money and not Monopoly money or staore credit but ,**** from my account. Also i was sold once defective product product and didi not wish to take another chance. The store also did not have the same proctur or anything similar. Cresendo with email ************************ ************** press ption 5, direct extension 7270.I have all documention but I do not know how to upload. send me a reference number and where to send and I will do so via snail mail. The store does not have what I need and I do not trust the quality of the merchandise sold by this store.
Business Response
Date: 03/28/2023
Good Morning

As stated by the customer a store credit was offered due to the concerns, in the warranty for the flooring it clearly states that a store credit is the sole remedy under a warranty claim. The customer was advised that it would be a store credit and the agreement letter was sent, if the customer would like the store credit processed they can sign and return the agreement letter and we will have the store credit ready for use within 48 hours. At this time the case is considered closed.

Thank You
LL *************
Initial Complaint
Date:03/17/2023
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.
In May of 2022, we paid $27,000 for the material and installation of hardwood flooring, including new stairs in our new home. After several months of dealing with incompetent installers, firing the initial installers, and begging to have the installation completed, (more than 6 months) the stair treads that were part of the purchase and installed were the wrong color. The local representative visited our home and agreed that the color was incorrect, and the treads would need to be replaced. However, I would need to go through the main office to have this issue resolved. Today, after several emails and phone calls, being made to file a "warranty claim" with no response, I still have the wrong treads and I cannot get anyone from LL Flooring to respond to my inquiries. This company has cost us tens of thousands of dollars over the past year. We were not able to move into our new home, therefore prolonging the sale of our old home and taking advantage of the then housing market, and countless days off of work to try and resolve this issue. I merely wanted the correct product to be installed and can't get LL Flooring to work with me. I now feel that they owe me no less than the cost of the treads and need to pay for me to find someone else to install the correct product. I have multiple email threads and notes showing my attempts to work with this company and their failure to respond.
Business Response
Date: 03/21/2023
Good Morning All,

Thank you for reaching out about this customers concerns.At LL Flooring, we take these moments seriously and see them as learning opportunities.The repair was delayed on our end due to documentation concerns. This has been rectified and the customer should be hearing soon about next steps in their repair. Should any questions arise, ****** is the Repair Coordinator can be reached at ********************* or ******@llflooring.com.Thanks!

Warmest Regards,

LL Flooring ************* Team
**************

Customer Answer
Date: 03/23/2023
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.

This is the same response that I have received for almost a year... we will have someone contact you - and they never do. Not until I see a competent installation crew at my house, repairing the damage caused, removing the incorrect stairs, and properly installing the new stairs, I will not believe anything this company has to say.

Regards,

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

Business Response
Date: 03/30/2023
Good Afternoon,

Thank you for your response and we understand your frustration.As noted, your case has been moved to repairs and we look forward to this work being performed. ****** is the Repair Coordinator can be reached at ********************* or ********************************* should you have any questions. Thanks!

Warmest Regards,

LL Flooring ************* Team
**************

Tell us why here...
Customer Answer
Date: 03/31/2023
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.

Again, this is promised communication that does not occur. I am readily available for written or verbal communication that does not occur. We are approaching the one-year anniversary of this purchase and I still have stair treads sitting in my family room and extreme damage to our door casings, baseboards, and doors. No one from this company has attempted to communicate with me.

Regards,

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

Business Response
Date: 04/07/2023
Hello. Thanks for taking the time to have LL respond to the consumers concerns. I am sorry to hear that they have not been contacted since there case has been moved over to repairs and the product has been set up for delivery to there home. I have communicated with the representative to follow up with the consumer to provide any details and respond to questions.
LL Flooring INC.
Initial Complaint
Date:03/11/2023
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.
Approximately 2 years ago I purchased waterproof laminate from LL Flooring. About 8 months ago I noticed that different areas were starting to bulge or crease. Thinking that it was only the kitchen and dining room area I contacted LL and asked that they send their rep out to inspect. They refused and agreed to give me a credit for a few more boxes of flooring so I could have it replaced. The LL Flooring adjuster told me that the flooring was still available. It took 5 months of searching and I was as then advised by my local LL store that they had one box and the *************** Store had a few boxes. They also advised that LL Flooring discontinued my flooring due to problems with it and improved it to 5mm instead of the 4mm I have. The rep advised that the new improved flooring is thicker and a slightly different color.After I found out I this information I contacted LL Flooring again and they asked that I send a box of the flooring to them for testing. I did and they claim their testing found nothing wrong with floor. I have had a contractor come out and they show floor buckled in more areas than J noticed. I spent over $5000. Between product and installation and want my floor replaced. ** has still refused to send a rep out inspect.My house is 4 years old and there only 2 of us seniors living here. We dont even wear shoes in our home/on our floors. LL has offered me $350. And that is not acceptable.
Business Response
Date: 03/13/2023
Good Morning,
I can understand the customers concern, this complaint was worked based on the warranty and the customer accepted the funds that were provided as a courtesy. We provided the courtesy to assist the customer as his issues were not covered under the warranty. The customer has the right to commission their own 3rd party inspection and if it were to come back as a product issue, a copy of the inspection can be submitted and we will be happy to review it and change the findings if needed per the inspection. The agreement letter states once you have accepted the credit, we will consider the matter resolved and that you are satisfied with the result. If the customer decides to get a inspection by a licensed inspector the findings can be forwarded to us for reconsideration of the complaint. Until then we will consider this complaint closed.
Thank You
LL Flooring *************
Customer Answer
Date: 03/13/2023
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.

details of why you are not satisfied with this resolution.]
LL Flooring advised me that the flooring I purchased was still available when in fact it had been discontinued due to prior problems with the product.They
offered me $250. Refund for installation and $250. For flooring without disclosing that there were only 4 boxes left in ****** and I found that some of those were damaged. I had a contractor come out to try to replace planks and they advised the area throughout my entire home are defective, therefore they will not perform repairs. They instructed me to contact LL. Even LL Flooring rep at store advised the flooring as now been upgraded.

Regards,

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

Business Response
Date: 03/14/2023
Good afternoon,

We have reached out to ************* to further investigate her concerns and are waiting further information from a third-party inspection. The inspection will help determine the root cause of the concern.

Kind Regards,

Senior Escalation Team
Customer Answer
Date: 03/15/2023
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 been requesting for months that LL Flooring send out a 3rd party inspector. They are now in agreement but with stipulations. They have advised that if their most used inspector does not feel the floor is defective they will not correct the obvious problems with the floor, which is why they have now discontinued this flooring.
That leaves me with a damaged floor, no place to find replacement flooring and LL refusing to have one come out to reinstall or repair. AT THIS TIME I AM NOT ASKING FOR CASH FROM LL FLOORING.
I simply want the defective areas of my floors repaired or replaced, at LLs expense, as I am not in the position to pay a second time.
In review of other BBB complaints against this business, I notice that LLs **************** has the same pattern of responses.
Regards,
*********************

Business Response
Date: 03/20/2023
Good afternoon,

We have decided to move forward with a third-party inspection to determine the root cause of the concern. Once the report is available, we will send it to the customer for review.

Kind Regards,

Senior Escalation Team
Customer Answer
Date: 03/24/2023
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.

LL Floorings third party vendor assigned an inspector to inspect my floors then canceled the assignment with inspector after they came out. At this time Inspector has reached out to LL Flooring directly, but no response to date. LL appears to rather string customers along instead of correcting the problem.

Regards,

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

Customer Answer
Date: 03/24/2023
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.

LL Floorings third party vendor assigned an inspector to inspect my floors then canceled the assignment with inspector after they came out. At this time Inspector has reached out to LL Flooring directly, but no response to date. LL appears to rather string customers along instead of correcting the problem.

Regards,

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

Business Response
Date: 03/28/2023
Good morning,

This matter is pending the results of the third party inspection. We consider this matter closed until the inspection is complete and the report is made available.

Kind Regards,

Senior Escalation Team
Customer Answer
Date: 03/28/2023
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 to be a stall tactic as the inspector contacted me last week to advise that the assignment was canceled therefore they could not submit a report. It appears that LL Flooring is forcing me to file a lawsuit against their company.

Regards,

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

Business Response
Date: 04/03/2023
Good afternoon,

We consider this matter closed pending updated information from the third-party inspection.

Kind Regards,

Senior Escalation Team
Customer Answer
Date: 04/10/2023
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.

LL Flooring is still stringing me along. Since the inspector refused to let Inspect Solution re-word their report LL now wants to assign yet another inspector. I am not in agreement to altering my schedule to allow someone else to come out to do what someone else has already spent 2 hours doing.
Covid is still active and people coming in and out is not acceptable.
I have advised LL Flooring that it is probably cheaper to have their installers repair my floor rather than pay for all of these different inspectors and the cost of their reports.
LL continues to make it difficult for me as a customer.

Regards,

*********************
Initial Complaint
Date:03/03/2023
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 **** sqft of vinyl flooring to replace some flooring that was damaged on my newly constructed house. It was purchased on 3/16/22 and installed a week later. After closing on my new house I had a painter to come in and repaint all of my floor trim. So in November 2022, my wife noticed that the tile was puckling up in the seams. I began to call LL Flooring and I discovered that the builder hadnt completed the transfer of the tile to my name. I went thru the process of transferring it. I was assigned a case #******. I told them I just wanted to be made whole. They came back and only wants to offer me a $500 store credit. That doesnt include installation or repainting my floor trim. The damaged area is 13x26 or 338 sqft.
Business Response
Date: 03/13/2023
Good Morning,
I understand the customers frustration. He did have an active case and for all warranty cases we do require validation of the issue and the warranty does clearly state that installation and incidentals are not covered. If you disagree with the resolution, as a customer you have the right to commission a inspection and if the inspection were to come back that this is product related we would reopen your complaint and provide any compensation which would be due. The warranty does cover the flooring if it is a product issue and the warranty resolution would be a store credit for the flooring. If you decide to have the inspection done, please ensure that it is a licensed inspector. It cannot be a contractor or installer who does not hold a license or certification for inspections. Should for some reason it comes back a product issue, we would be willing to reimburse you for the inspection so please submit a copy of the receipt with the inspection. They can be submitted to *********************************** At this time we consider this case closed.

Thank You
LL Flooring *************

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