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

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  LL Flooring

  10 Lincoln Ct Ste 1933 Annapolis, MD 21401-4113

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  LL Flooring

  2710 Pulaski Hwy Ste C Edgewood, MD 21040-1320

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  LL Flooring

  9902C Pulaski Hwy Middle River, MD 21220

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:02/28/2023

  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.

  We need help with obtaining services we paid LL Flooring $13,500 for Laminate flooring installation. We have spent months seeking satisfaction with no success. We never signed any paperwork approving the job as completed. We've been dealing with ********************** an LL Flooring Specialist Installation in Customer Relations.Telephone # **********************, address ************************************************************ 23230.Order #*********. They install mixed color Laminate on our stairs. The stairs have nails sticking up making it difficult to walk up and down the stairs. We've visit the purchase LL Flooring store without any help. We have numerous documentation where we've follow their instructions, providing them with pictures and comments of the unprofessional installation. An Assessment Evaluator sent by LL Flooring came to our home and did an assessment and concurred that the installation was poorly done taking numerous photos and videos. Please help us, we have not return all our furniture inside our home awaiting for these problems to be fixed!

  Business Response

  Date: 03/02/2023

  Good Morning,

  I do see where we have a active complaint open for the customer. The complaint is actively being worked and we ask that you allow 72 business hours for your case manager to contact you with next steps.

   

  Thank You

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

  Customer Answer

  Date: 03/03/2023

  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 are not satisfied with their answer because LL Flooring have refused to answer our calls and emails with updates on when we could expect resolution to these problems.  We've physically visited the purchased store and discussed our problems with new managers and they refuse to return our phone calls or answer our emails?  We've sent numerous photos to **********************, *****, *************** (**** & *************** (Asst. **** and viewed photos on LL Flooring computer taken by the Assessment Evaluator who spent hours in our home evaluating what he described as a poor installment job!
  Regards,
  
  ***************************
  
  
  
  
  

  Business Response

  Date: 03/09/2023

  LL Flooring will send an email to Mr. and ******************* Friday March 10th with proposed dates and times, to offer a scheduled call with the representative assigned to the file, *********, and a member of management, in efforts to discuss this further, and work towards resolution options. 

  Customer Answer

  Date: 03/11/2023

  [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:

  Please be aware that at the top of our stairs to our second floor we've tripped and fallen several times following the instructions of the installers to avoid the middle of the stairs.
  
  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,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  I purchased flooring and installation in the Spring of 2021. My flooring is gorgeous. Completely happy with my purchase. Fast forward to November 2022 when I am working on a Kitchen Remodel. I have a company to my home to help me pick out new Cabinets and Countertops. He is measuring for the project and moves my Refrigerator to discover there is no flooring underneath. The flooring just stops at the fridge wheels. We cannot even lift it because the flooring is a nice thickness. He looks under the Dishwasher, No flooring. Under the stove, no flooring. I call Lumber Liquidators who give me a Corporate number. I am assigned to a Specialist with the Customer Engagement team. She emailed a few times to tell me how busy she is, and Ive been patient. But my Kitchen Install cannot be held up because of this. Now she is not returning emails at all. I have been deceived by this Company. Paying for a product I did not receive. I want this work finished. I wonder how many other people have paid for flooring but have none under their appliances.

  Business Response

  Date: 02/28/2023

  Good Afternoon,
  
  This customer currently is outside of their installation warranty period. We do have an open warranty case file for this customer and are working to resolve their concerns. In order to best meet this customers timeline, the representative will be reaching out this week with an offer of resolution for review and acknowledgement for the customer.
  Should the customer want further assistance from ********* their rep or LL Flooring, they can call ************** and wed be happy to help. We look forward to being in touch soon with next steps. Thank you for your continued patience and understanding as we partner on this journey.
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

  Customer Answer

  Date: 03/01/2023

  [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: **********************************************.

  *****Please Note: The business continues to advise me that I am out of my Warranty period. I will not sign anything from them stating such because there can be NO Warranty on flooring I did not receive. This business has deceived me and I will NOT consider anything satisfactory to me until I have the flooring that I paid for. ****

  I am satisfied that they will be reaching out this week for Resolution. But I will not be satisfied until the Job I paid for is complete.

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

  
  

  Customer Answer

  Date: 03/07/2023

   

  In regards to the above Complaint, I was told a week ago someone would contact me and schedule my flooring job to be completed. As of today I have not heard from anyone at LL Flooring. I would like to re open the above Complaint ASAP. Please let me know how to proced. Thanks.

   

  Business Response

  Date: 03/07/2023

  Good morning,

   

  You, in fact, you were not told that someone would contact you to schedule your flooring to be completed, as you refused to sign the repair Agreement Letter in your previous email and we are unable to move forward with any kind of repairs without a signed Agreement Letter.

   

  I will be responding to your previous email in the email chain with our final offer, since your installation warranty expired in April of 2022.

   

  Thank you!

   

  Brittany S

  Specialist, Installation Customer Relations

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

  Business Response

  Date: 03/07/2023

  Good morning,

   

  You, in fact, you were not told that someone would contact you to schedule your flooring to be completed, as you refused to sign the repair Agreement Letter in your previous email and we are unable to move forward with any kind of repairs without a signed Agreement Letter.

   

  I will be responding to your previous email in the email chain with our final offer, since your installation warranty expired in April of 2022.

   

  Thank you!

   

  Brittany S

  Specialist, Installation Customer Relations

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

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  I have reviewed the 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 told on 3/1 that a representative would be reaching out to me within the week to resolve this (Finish The Job) and have heard nothing. Now this representative is telling me that no one said that. Please see the BBB message stream and pay special attn to the 3/1 message that states clearly   

   "Good Afternoon,
  This customer currently is outside of their installation warranty period. We do have an open warranty case file for this customer and are working to resolve their concerns. In order to best meet this customers timeline, the representative will be reaching out this week with an offer of resolution for review and acknowledgement for the customer."

  I need the ******************** I paid for. I have been deceived by this company and if I do not get my flooring, will seek legal counsel. This is why i Reject their most recent response.

   

  ******** S and LL Flooring-When do i get what i paid for?

   

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

  
  

  Business Response

  Date: 03/07/2023

  Good Afternoon,
  
  As of 11am this morning, the customer has signed an agreement letter with LL Flooring. We will be moving forward with the agreed upon resolution. Thanks!
  
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

  Customer Answer

  Date: 03/07/2023

  [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,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  The issue started in September, 2022 when we purchased a new home and prior to physically moving in, we contracted with LL Flooring for hardwood flooring product and their subcontractors to complete the installation. The original flooring we purchased was partially installed before the installer stopped the installation due to the flooring being warped and milled incorrectly. This put us in a time sensitive situation as we were expecting to move into our house the following week and needed flooring installed or be forced to live in alternative housing. Given the fact flooring needs to acclimate to the home prior to installation, we were not able to get true hardwood flooring since acclimation time is 4 to 7 days which we did not have and took the store's recommendation of engineered hardwood which in hindsight was a critical misjudgment. Upon review of the installation we identified and notified the store of numerous issues related to the installation such as gaps between floor boards and other unsightly installation matters on the staircase, damage to the flooring such as gouges and other imperfections in the flooring, and discoloration between floor boards and corresponding stair nose and transition pieces. In addition, we had to repaint a number of the walls as the installers left hand marks and other filth on newly painted surfaces. We are now noticing and documented significant splitting and cracking in the floor boards. Throughout this process, we have dropped off scrap flooring, had two different inspectors look and document the work and responded to and initiated numerous emails with customer service and the ********** store to seek remedy to the situation. We have been asking for a refund due to the poor workmanship and faulty materials as we need the product replaced and have zero confidence in having them repair the faults if that is what this results in, as we will be back in the same situation in short order.

  Business Response

  Date: 02/28/2023

  Good Afternoon,
  
  This customer currently has an open warranty claim case. Per the Home Improvement Agreement, LL Flooring has the right to investigate any concerns reported for mitigation, causes and resolutions. Our first priority is to get the customers flooring addressed and finished per industry standard. We do understand this customers frustration in delays, but to get understand what is occurring LL Flooring is covering the cost of another third party inspection to be commissioned.
  Should the customer want further assistance from *****, their rep or LL Flooring, they can call ************** and wed be happy to help. We look forward to being in touch soon with next steps. Thank you for your continued patience and understanding as we partner on this journey.
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

• Initial Complaint

  Date:02/26/2023

  Type:Billing 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 HAVE HAD THIS ACCOUNT IN GOOD STANDING FOR MONTHS NOW AND DUE TO A MISHAP OF PAYMENTS, THEY DECIDED TO CLOSE OUT MY ACCOUNT. I FIND THIS UNFAIR FOR THE CREDITOR NEVER GAVE ME ADVANCE NOTICE NOR A CHANCE TO CORRECT THE ISSUE. I AM STILL TRYING TO FIGURE OUT WHAT HAPPENED AND HAVE WRITTEN TO THE CREDITOR BUT HAVE YET TO RECEIVE AN ANSWER. AGAIN MY ACCOUNT HAS ALWAYS BEEN IN GOOD STANDING. I HAVE SINCE PAID IT OFF

  Business Response

  Date: 03/13/2023

  Good Morning,

  I understand the frustration you are dealing with, unfortunately we do not handle the financing. Synchrony handles all the financing and credit references and they are a third party company. If there is anything else that you need assistance with please call our customer service department for assistance.

   

  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.
  
  [Provide details of why you are not satisfied with this resolution.] *********** if they so choose could have reached out to whoever they do business with and corrected this situation.  It appears that LL flooring is just taking the lazy approach. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

• Initial Complaint

  Date:02/24/2023

  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.

  I purchased flooring on January 11th of 2020 with a lifetime warranty. In November of 2022 I noticed the flooring separating and peeling. I contacted LL Flooring and they agreed to give me 2 boxes of flooring to repair the issue. The 2 boxes they gave me are damaged and unusable. They located 25 boxes in ********** but all those boxes were damaged. There is no more of this flooring available. This particular flooring is discontinued and cannot be repaired so the entire flooring needs to be replaced. LL Flooring is stating that since they gave me 2 boxes (damaged), they considered the issue resolved and would not replace the flooring. LL Flooring is not willing to honor their warranty.

  Business Response

  Date: 03/02/2023

  Good Morning,

  The customer was advised that the concerns he is having were not product related. We provided a courtesy credit to assist with two boxes and the customer accepted, the customer is not stating that those boxes were damaged and we can provide him with the cash equivalent of 2 boxes. At this time we no longer sell the product. Below is what the customer was advised when he accepted the two boxes as a courtesy. At this time LL Flooring considers this a closed complaint. 

   

  It is helpful, however, to understand the reasons and causes of the corners lifting in order to correct this condition.
  Also, As the Product ******** CLX UL Rose ****** Pine Installation Guide states: Page 12
  
  EXPANSION AND CONTRACTION SPACE:
  Floating: Run lengths and Run widths greater than the maximum run allowed for the expansion gap and contraction overlay
  chosen will require transitions to break up larger installations. Typically, these are placed at doorways, adjoining rooms,
  archways, connections to hallways etc. Allow recommended expansion gap between the flooring and all vertical obstructions
  (walls, door jams, pipes, staircases, posts, fixtures,built-ins, etc.)
  Note: For run lengths and widths please review table below.This grid gives recommended gap and overlay for various length
  and widths at various temperatures. e.g. if your run length is 60' and width is 60', and your temperature variation is 30F 110F,
  then 1/2" gap and 1/2" overlay is required. Below are examples of 1/2" and 3/4" expansion gap and contraction overlay.
  If the room has electric baseboard heaters, leave a minimum of 3/4" between the surface of the flooring and the bottom of the
  heaters, allowing heat to circulate properly.
  To increase Gap and Contraction Overlay for Larger Areas
  and Greater Temperature Swings, Undercut drywall as show
  NOTE: Lifting, gapping and buckling can develop if expansion space and contraction overlay are not followed requirements are not
  followed.
  DOORWAYS / OPENINGS BETWEEN ROOMS: When flooring lengths (long sides) run parallel within a doorway / opening
  between areas (joined continuously) it is recommended that a thin even bead of flexible (Gel Control) super glue or hot-melt glue
  (for plastics) is applied to the locking mechanism at the opening(s), to reduce the probability of gaps forming from movement of
  the flooring due to possible temperature differences from room to room.
  

   

  Customer Answer

  Date: 03/02/2023

  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 was not advised that the concerns were not product related, in fact, I was told that it was by their contractor that installed it and evidenced by the supplied pictures. I did advise the business that the 2 courtesy boxes they provided me were damaged and was told that there were no other boxes available, therefore, the whole floor needed to be replaced. The store itself provided me with the flooring but I am still getting stuck with an instillation bill for their defective product.
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 03/09/2023

  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 will 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 directly 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
  2319 ********************.
  ************** ** 33311
  ************
  Monday to Friday 8-5 (cst)

  Thank You

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

   

   

   

   

   

• Initial Complaint

  Date:02/23/2023

  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.

  I purchased new flooring for my home from LL flooring *******. The installer showed up to install the floor and was at my home for 12 hours and made numerous big mistakes, he put a new floor in the bathroom and the hallway and another bathroom and office the first mistake was breaking trim molding as he was removing it, then he made another mistake by running the bathroom floor past the door and into the hallway, he didnt install the floor on the stair nose correctly and it is a tripping hazard, he didnt put the padding underneath the floor in the bathroom because he said it was too hard to work with. He left without cutting down any of my doors and didnt even reinstall them. I contacted LL Flooring. And they were back out to try and make some repairs but couldnt make all the repairs because they have to take out some of the floor and need more flooring and a lot more time than what they had. So now I have to wait another week or two until they come back out and try and fix the mistakes. I asked the store manager to refund me my installation cost only and he said he was not authorized to do that I know they are going to fix what they can but I feel I am entitled to a partial refund for having to take off work for them to keep coming to my home and make repairs

  Business Response

  Date: 02/28/2023

  Good Afternoon,
  
  This customer currently has an open warranty claim case. Per the Home Improvement Agreement, LL Flooring has the right to investigate any concerns reported for mitigation, causes and resolutions. Our first priority is to get the customers flooring addressed and finished. Once they are satisfied, we can talk about a financial offer for their experience.
  Should the customer want further assistance from *****, their rep or LL Flooring, they can call ************** and wed be happy to help. We look forward to being in touch soon with next steps. Thank you for your continued patience and understanding as we partner on this journey.
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

  Customer Answer

  Date: 03/02/2023

  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.]

  I feel if I accept want  LL Flooring said they are going to do they will not complete the job if I close the case, there for I will wait until they complete the job. Its been 3 weeks and know LL Flooring called me and said I have to drive back to there store and pick up more material so the installer can come and fix the issue. I am out of town until Sunday. Not sure why they cant deliver the material to me. Just another reason why I need need to be compensated.
  
  Regards,
  
  *************************************
  
  
  
  

  
  

• Initial Complaint

  Date:02/22/2023

  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 husband and I purchased ****** sq ft of Duravana Lake Worth Oak 7mm+pad flooring on 9/25/2022 for $3893.50 (sales order number *********). We were told by the sales rep that this was the ********* of LVP flooring and that it was both scratch and dent resistant. Within 2 weeks of finishing the installation we were finding chips and dents in the middle of boards that had barely been walked on. On the LL Flooring website Duravana is even touted as:"Dent-Resistant: Our best dent-resistant flooring, with the same extreme dent resistance as SPC Scratch-Resistant: Our best scratch-resistant flooring, with more wear resistance than premium vinyl"We contacted LL Flooring and were told there was nothing we could, because the warranty doesn't cover chipping. However, after reading the warranty we can't see any specific denial of coverage for chipping or denting. We have since read all the incoming reviews about the product to LL Flooring and have seen many other complaints of the exact same issue, the product looked great on install but shortly thereafter started to chip or dent. LL Flooring has to be aware of this faulty product, but they continue to sell it with no remorse and no remedy for the buyer.

  Business Response

  Date: 03/02/2023

  Good Morning,

   

  Please contact customer care with your concerns. I do not see any communication between the customer and customer care department. We can be reached at ************.

   

  Thank You

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

• Initial Complaint

  Date:02/22/2023

  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.

  October 16, 2021 I purchased Duravana Hybrid Waterproof Luxury Vinyl Flooring from LL Flooring with installation for a total value of $8,742.20. October 18, 2021, the installer began. During the process, I pointed out areas of the floor that were chipped, installed correctly or not to my satisfaction. I wrote my "punch list" on the work order when the project was completed and was assured the issues would be repaired. Since my installation, I have had to follow up monthly with LL Flooring to resolve my installation - countless emails, telephone calls, chats on line with their customer service, numerous visits by other installers, no show appointments by representatives and 16 months later my flooring has still not been addressed. The product was marketed as "Pet Proof", yet the flooring is chipping everywhere even in NO traffic areas. The original installer filled multiple chips with caulking rather than replace the pieces, which appears sloppy. The floor was cut short at one of my sliders (I pointed this out) but the threshold was installed anyway and I have difficulty opening that door. I have been advised that my ENTIRE floor (**** sq ft) needs to be replaced as well as the quarter round. Material was dropped off unexpectedly and has been sitting in my garage for months. The Duravana product is still being sold, with multiple bad reviews on the ** website stating other customers have had the same issues. I have requested a complete refund for months from the company since they were unable to address the faulty flooring/install - each time I speak with/email/text a representative they say they will call me back in ***** hours yet and this still remains unresolved. I would like a complete refund so I can pursue other options. I do not have time to chase this company down for a resolution any longer. I spoke to a customer service rep was on 2/20/23 and was advised verbally and through email i would hear from the supervisor 2/21, but they never called

  Customer Answer

  Date: 02/22/2023

  I have been having trouble uploading the files

  Business Response

  Date: 02/28/2023

  Good Afternoon,
  
  As mentioned, repairs were pursued options and the agreement that was presented. Until recently, the customer was working with the contractor and the Field Manager on a possible repair, but has decided on the refund. With the conflicting options, we were at a standstill. Given the amount requested back, the representative has a meeting with management tomorrow to discuss an offer to present and the requested refund.
  
  Should the customer want further assistance from ****, their rep or LL Flooring, they can call ************** and wed be happy to help. We look forward to being in touch tomorrow or Thursday with the offers. Thank you for your continued patience and understanding as we partner on this journey.
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

  Customer Answer

  Date: 04/26/2023

  Good afternoon,

  
  

  I am writing to you about complaint #******** that was closed.  LL Flooring promised a resolution after you reached out, they contacted me and I never heard back from them after they said we would wrap up my complaint that week.

  
  

  Its been two months with no resolution or response.  

  Business Response

  Date: 04/30/2023

  Good Afternoon,
  
  We apologize for our delay in assisting and understand the customers frustration. We are working on the approvals and will be in touch with an agreement for financial resolution soon.
  Should the customer want further assistance from ****, their rep or LL Flooring, they can call ************** and wed be happy to help. We look forward to being in touch with the offer. Thank you for your continued patience and understanding as we partner on this journey.
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************

  Customer Answer

  Date: 05/05/2023

  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.
  
  **** is not responding to my communications.  This issue has been dragging out since October 21  (18 months) with the exact same response LL Flooring always replies with and no resolution.  No customer should have to wait this long especially since LL Flooring requires a full upfront payment prior to commencing the project.  If I did not furnish payment and they performed the scope I would have a lien on my property. I expect a full refund by next Friday 5/12/24 or I will be forced to resort to legal actions which LL Flooring will absorb.
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 05/11/2023

  Good Afternoon All,
  
  We will be contacting the customer with a refund offer shortly. We appreciate their patience and understand the frustrations. The customer should expect communication about the refund in the next 48 hours.Thanks!
  
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

  Customer Answer

  Date: 05/15/2023

  Hello Team BBB, 

  
  

  I have finally reached a resolution with LL regarding my flooring complaint.

  
  

  They have advised that I need to reach out and request for you to remove my complaint from the public forum.  I am sending you that request fulfilling their request even though I completely understand the whole reason for your existence is to assist other consumers with their research in deciding whether or not to work with corporations. 

  
  

  Your team has been successful in bringing a 19 month battle to a close.  I truly believe BBB was instrumental assisting with this conclusion, I greatly appreciate you.

  
  

  Thank you again, Have a good day!

  
  

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

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  I ordered ***** square feet of wood flooring from L L Flooring in ************** on 01/11/2023 to replace floor in entire house. The Sales Order number is ********* adding up to $20,892.93. The shipment arrived within the time promised. However, when we started to install it on 02/09/2023, my contractor discovered that half of the wood planks in each box was defective. This caused additional work to identify and use good wood from each box and weed out bad planks. I immediately contacted *********************** at the ************** store on the phone explaining the situation along with the pictures of damaged wood. He reviewed the pictures and acknowledged and promised to escalate the issue and get back to me. I have been in touch with him on the issue. On Monday, 02/13/2023, *** said that he created case # ****** for customer service to resolve the issue and replace unused and damaged wood flooring planks. This case was assigned to ******. I called ****** at ****************** and left a voicemail for her on 02/14/2023. Later that day I spoke with ******** manager ******* who stated that standard operating procedure is that we respond to the case within 24 to 48 hours and ****** will get back to me within that time. However, as of 02/16/2023, a week later, I don't have any ETA on when will I get a replacement wood flooring. I have expressed to them that each day its delayed, it is costing me additional $100 per day for renting the house I am currently living in and additional charges by the contractor to hold off the installation.I would really appreciate if BBB can intervene and resolve the issue ASAP and get some help from L L Flooring to compensate for financial losses incurred due to damaged product.*******'s email address is ******************************** Please call me at ************ with any questions.Thank you,*********************

  Business Response

  Date: 02/20/2023

  Good Morning,

  I can see the customers frustration and understand why. We are working to get the materials as quickly as possible. Unfortunately we also have to deal with unexpected delays either from the manufacture of the product or shipping. We have also involved our Field Installation Manager to assist with your concerns. We are working diligently to resolve this as quickly as possible.

  Thank You

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

   

  Customer Answer

  Date: 02/22/2023

  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 hasn't offered any solution. They delivered partial replacement but that batch of wood flooring is defective. Store manager told me he and his sales associates are trying to locate another batch of wood for me. It has been two weeks since we discovered the issue. One more thing I leaned during my conversation with different folks at LL Flooring, I have heard different story about the flooring I bought. At the time of sale, I was told that this is ":Select" grade, top of line wood made by *****. ***, sales associate confirmed that fact when my wife called him to initially report the problem on . However, yesterday during my conversation with store manager, ***** said that I bought mid level wood not top of line "Select" grade!

  This delay is costing me a lot of money and after two weeks I have no idea when will my order be fulfilled with good quality product. It has 
  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 02/24/2023

  Good morning,

   

  Thank you for reaching out and expressing your concerns. We have received the necessary paperwork from the contractor so that we can work directly with the customer to assist with their concerns. We will be reaching out to help resolve the case. 

   

  Kind Regards,

   

  Senior Escalation Team

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  Looking forward to speaking with the customer care. As of now, I have been promised good quality wood on Tuesday, 2/28/23. If the wood is good, I still have to give it a week to acclimate before I can use it..

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

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  - December of 2022: We signed a contract with LL and paid the full amount for materials and installation. The total amount of work exceeded $30,000.00 (thirty thousand dollars). We were told, at that time, that our installer would not be paid until we signed a completion form stating that all work had been completed. This is also in our contract.- January 4, 2023: Work began on our property - Between January 4, 2023-January 9, 2023: We contacted our installer on multipleoccasions to let him know that our furniture was not properly protected and that we had noticed water on top of our tables, etc.; we have text messages and pictures confirming this.- January 22, 2023: We began notifying our installer of the damage done to things in our home, including furniture, moulding, cabinetry, etc. At that time, we also notified our contractor of several installation issues, including improper grouting, incomplete, caulking, missing moulding, etc.-Between January 22, 2023 and January 25, 2023: We provided several punch lists of things that needed to be fixed and work that was not done correctly. Our installer remedied some but not all of these items. There were pending installation items and damage issues at that time. The installer was notified of the broken television and damaged tables, among other things, on January 25, 2023 and was sent pictures of each item. Our contractor initially agreed to fix the table and to replace the tv.- January 25, 2023: Our installer asked us to sign a job verification form so that he could be paid. We advised that we would not feel comfortable signing that until our installation issues were fixed.- January 26, 2023: Our installer submitted a job verification form that we did not sign and he was paid by LL Flooring.-February 10, 2023: After several back and forth text messages and phone conversations, our installer advised us that he would not be able to fix the table or pay for the tv.

  Business Response

  Date: 02/20/2023

  Good Afternoon,
  
  Our records show that as of 2/16, the customer has been provided information pertaining to the insurance claim as well as information on next steps. From this point, the claim goes through insurance and LL Flooring has little to no action within this process. If the customer does experience delays or has any questions, they should feel free to reach out to our ************* Team at **************. Thank you!
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  

  Customer Answer

  Date: 02/21/2023

  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 did not abide by our contract and paid our installer prior to completion. They did provide us with the insurance companys information after several requests, but we would not be in this situation if they had abide by the terms presented to us.
  
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 02/21/2023

  Good Afternoon,
  
  The unsigned completion forms were turned in by the installer. Our internal process for verifying job completion was followed including calling the customer to confirm completion and sending them an email. The call for verification was made on 1/26/2023 and a voicemail was left for the customer at the number on file. Additionally an email to the email address on file was sent that began as follows at 2:45pm on 1/26/2023:
  
  We hope youre enjoying ************** and that the installation experience exceeded your expectations.
  We do not see your signature on our Installation Completion Form, so we just wanted to ensure you are pleased with the installation! We also wanted to confirm your project completion date so we know when to start your one-year installation warranty. 
  We have made the following attempts to contact you:
  Date Phone or Email Number/Email Used
  1/26/2023 email
  1/26/2023 phone
  
  
  We do apologize for the delays, but personal property claims go through the professional independent contractors insurance and not LL Flooring. We have done the extent we can of providing the information and next steps to the customer and confirmed they were able to get motion. Please let us know if further assistance or clarification is needed. Thanks!
  
  
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  

  Customer Answer

  Date: 02/21/2023

  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.
  
  no one spoke with me directly with me to confirm installation and I called back immediately to inform them that installation was NOT complete. I was told that my installer had already been paid. This is indefensible. My signature was not on the form and no one confirmed installation with me. These were things that were supposed to happen, per the contract that LL created.

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

  
  

  Business Response

  Date: 02/22/2023

  Good Afternoon,
  
  The Home Improvement Agreement does not mention verbiage on withholding payment from professional independent contractors. An internal process exists for verifying unsigned documents for acceptance and approval and the process was followed as mentioned. The calls and verification emails took place on 1/26/2023 and we register that you called in the next morning, 1/27/2023 around &:57am EST and sent an email on 1/26 about 2 hours after the attempts via email and phone. We do understand the frustrations caused by the delays in the independent contractor supplying the insurance claim information,but as mentioned, this information was provided on 2/16. At this time due to the ownership being in the contractor's insurance and LL Floorings process being followed for invoice verification and personal property damage, we consider this case closed as the customer needs to move forward with the contractors insurance provider. Thanks!
  
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  

  Customer Answer

  Date: 02/22/2023

  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.
  
  That does not make any sense. Why would LL Flooring have a place for a client to sign off on installation yet not require that signature prior to releasing funds? It was verbally represented to us, several times, and it was in our written documents, that the installer would not be paid until we had signed off on the work having been completed. This is the only reason we felt comfortable paying over $30,000 (full cost of our job) prior to materials even being ordered. Your company sent a mass email out, did not hear a response, called one of the two phone numbers on file and did not leave a message or receive a response, and then we called you back right away. We had to call again the next morning to get ahold of someone and we were told it was too late by then. 

  
  Explain to me how it makes any sense for LL, who controls the drafting of their contracts, etc., to include a signature line for a customer to approve/confirm the completion of installation yet does not require the customer to actually sign that document. 

  
  Please speak with **** and ******* at your *********** location; they are also under the impression that the installer absolutely cannot receive funds without confirmation that a job has been completed. 

  Your lack of compliance with your own procedures is causing a huge headache for us. 

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

  
  

  Business Response

  Date: 02/27/2023

  
  Thank you for your response. As mentioned in a previous communication,we have informed that the internal procedure existing to verify unsigned documents was followed and thus this was processed. However, the contractors being paid and the install being processed begins the warranty period. Additionally,the contractors have provided a claim number and you will work through their insurance for the alleged damage. Should you have any questions about the claim, please reach out to the independent contractors insurance company.Thanks!
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************
  
  
  

  Customer Answer

  Date: 02/27/2023

  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 did not follow their procedures, as listed in their contract and as communicated by their employees in the *********** office. The narrative provided by LL Flooring does not make sense. LL Flooring is claiming that it was okay for them to release funds to a contractor following a) the receipt of an UNSIGNED installation verification, b) one attempted call to the customer, and c) one unanswered email to the customer AFTER payment was made. 

   

  Yes, there is a warranty and a current damage claim, but I would not have to make claims under these two policies if I had retained the necessary leverage over my installer to fix issues before he was paid. 

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

  
  

  Business Response

  Date: 02/27/2023

  Thank you for your response. LL Flooring did follow the procedures set forward in internal operating procedures and your Home Improvement Agreement. The process for alleged personal property damages does not change based on status of the job. The process is still to go through the independent contractors insurance. If there are delays or concerns with your claim, please refer to the installers insurance. Thanks!
  
  
  Warmest Regards,
  
  LL Flooring ************* Team
  **************