Floor Materials
LL FlooringThis business is NOT BBB Accredited.
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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
- 384 total complaints in the last 3 years.
- 110 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/15/2023
Type:Product IssuesStatus: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 visited LL flooring store on ******************* in ********, ** and checked out their product. I took a sample to look at it and get some opinion from friends. They took my information and they called me multiple times to advertise their product and they told me to make purchase due to their discount was running out and I can return the left over anytime. I purchased the product and I was waiting for contractor to come and work on it as they are busy working on others project. I purchased too much when the guy calculated the house he miscalculated the square footage and I ordered extra 20 boxes. I called to return the left over products and some boxes are also damaged upon arrival and wanted to return for reimbursement. They told me they don't accept returns and just passed 90 days, which they never reveled that when I purchased. I like to get reimbursement and I will never buy any products from them again as they are dishonest and deceptive.Business Response
Date: 02/20/2023
Good Morning,
I understand the frustration this has caused, I am not sure if this was a miscommunication or a misunderstanding. Our return policy is on the website for the customers to see and reads as follows:
Returns/Exchanges and Refunds: Returns and exchanges must be made within 90 days of receipt and only with a valid receipt of purchase. Returns or exchanges are not permitted on opened boxes, special or custom orders, close-outs, and odd lots. Defective product may be exchanged, prior to installation, within 90 days of receipt. Installed product is considered accepted by you and may not be exchanged or returned for any reason. Shipping and delivery charges in connection with purchase are non-refundable. Shipping costs relating to a return or exchange are your sole responsibility.
For refunds, cash or check purchases will be refunded by check within **** business days; credit or debit card, store credit or gift card purchases will be credited back to the account or tender type used for this purchase.Thank You
LL Flooring *************
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Maru BedasoCustomer 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.
The company practice deceptive tactics and they called me many times to pick the product when I was not ready and my son got very sick in the mist of this and I am in the hospital since October. This is cowardly and irresponsible.
Regards,
Maru BedasoInitial Complaint
Date:02/13/2023
Type:Product IssuesStatus: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.
The issue with this products are in regards to the quality of the flooring as the planks are lifting/curling up not just in the living room, but also in both of our bed rooms as well. We just installed the flooring last month per the recommendations in December so the fact that the planks are curling up is really concerning. Also concerning is the fact that when we search for SKU ******** it seems like it is no longer available in LL Flooring which makes us wonder if it was discontinued and if so, then is this a quality issue that caused for this type of flooring to be discontinued or what are the reasons for it to be discontinued?We have reached out to the ******************* to set up a a Sample Review of a box for manufacturer defects. I am not sure why the run around if the Warranty States it covers Curling. At this time, we would like a refund for the flooring.Business Response
Date: 02/15/2023
Good Morning,
I have reviewed the case that is currently open for the customer. We have made arrangements for testing the material, per our warranty we have the right to validate the concerns and testing is one of the ways we do this. The tracking number for the samples is ***************. Once the materials are received and testing is completed the case manager will share the report with the customer and next steps would be discussed at that time based on the results Your case managers name is ******** and she can be reached directly at ***********************************.
Thank You
LL Flooring *************
Customer Answer
Date: 02/15/2023
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 will await a response from the Company once testing is completed. Again, I do not understand why I am being given the runaround if Curling is listed as part of the warranty. In addition, my other concern is that per the website this flooring is discontinued so I am wondering if this is due to the quality of the flooring or why it says it has been discontinued. I hope to resolve this issue with LL Flooring as Customers should not be held accountable for lack of quality products and defects that are a direct cause of manufacturing defects]
Regards,
*******************Business Response
Date: 03/02/2023
Good Morning,
I can understand the customers frustration, we have done sample testing and the floor does not have any manufacturing issues per testing results. The issues that the customer is having seem to be installation related and we did not do the installation. The customer was advised that the issues she is having can be caused by the flooring being installed too tightly. The customer has the right to commission their own inspection, and if it comes back saying it is a manufacturing issue we will reopen the complaint for the customer and refund the cost of the inspection and the product. We are confident in our determination but the customer can always get their own second opinion. If the customer is commissioning a inspection, they should be licensed to inspect flooring and the report should be submitted with the license number for verification.
Thank You
LL Flooring *************
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.
The warranty states that it covers Curling of the Floor. Please advise how you will honor the warranty as the issue is related to Curling of the floor.Although a flooring report was recommended, per the Warranty, a Flooring Report is not required.
Again the issue is Curling, please advise how you will honor the Warranty in this case as it seems like you are giving the runaround to not honor the Warranty.
Regards,
*******************Customer Answer
Date: 03/13/2023
Since LL Flooring is not honoring the warranty on the flooring I purchased, I am requesting to have the Obsidian Flooring SKU ******** sent back to us so that we can replace the planks that are curling up as this can become a hazard. We were advised to send a box of the flooring for supposed manufacturer defect analysis and have not been provided with the box we sent for review last month. I have attempted to contact ******** and **** for 2 weeks already with no response.Business Response
Date: 03/15/2023
Good Morning,
Per the conversation that was had by the customer and a customer care supervisor we are returning her box of flooring she sent for testing. We offered the customer a third party inspection. At first the customer agreed and now has changed her mind. The customer can commission their own inspection from any third party inspection company. The customer has verbalized that she feels that the inspection company is biased towards LL Flooring, in this case she would have to commission her inspection and if it is a issue covered under her warranty we will be more than happy to refund the flooring as a store credit per her warranty and we would reimburse the customer the cost of the inspection. If it comes back not related to the product, we will not reimburse for the inspection nor can we provide monetary compensation. At this point we will consider the complaint closed, if the customer wants us to commission the inspection she can contact us directly and we will send the request, or she can send us her inspection report that she commissions.
Thank You
LL Flooring *************
Customer Answer
Date: 03/15/2023
Ok, please send me back the flooring box as soon as possible. It is not feasible for us to pay for a report that costs more than the flooring nor are we paying for a report that was never mentioned in the warranty as a requirement for LL Flooring to honor the warranty.
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,
*******************Customer Answer
Date: 03/30/2023
Good afternoon,I recived an open package that was wet, with dinged up planks filled with water. Please look at the delivery photo per the same ***** tracking info you provided. You will clearly see a the open package simply wrapped in plastic wrap. When I sent in the box for review, I sent planks in the original packaging. Please advise when you can send a box or when you can request a box to be picked up. This is unacceptable.
Sincerely,*******************Customer Answer
Date: 03/30/2023
My name is ******************* and I purchased flooring from your company in 2022. We decided to purchase flooring from your company as we initially thought you had a comprehensive Warranty Policy that protects its customers. Unfortunately, we have learned that the policy is deceptive as no where does it state that the Customer must pay for a ******************** report that costs in the thousands in order for LL Flooring to fulfill the Warranty "supposed" coverage.I opened up a complaint with the Better Business Bureau and was told in writing that I would be sent the box I initially sent LL Flooring for review. Please see enclosed email conversations with ******** and **** from LL Flooring where I include a delivery picture of what was sent. How is sending an open box that is open from top and opened at the bottom and only held by plastic wrap acceptable? I have to replace planks that are curling up because LL Flooring does not want to honor the Warranty, how am I going to replace the planks with planks that are dinged up and wet because LL Flooring decided to throw away the original box I sent these planks in? Looking at the picture of the junk that was sent, is this what customers mean to LL Flooring? Are we trash to you?Please advise if you will be re-sending 1 box or if I can pick 1 up at one of your warehouses. It's truly sad the way you treat customers. I hope to be done with as soon as possible.Sincerely,
*******************************Order No: ******** (Ordered placed April 2022)Business Response
Date: 04/04/2023
Good Morning,
I see that a courtesy credit was processed for the box of flooring. We consider this complaint closed and no further action will be taken. Thank you for allowing us the opportunity to assist.
Thank You
LL Flooring *************
Customer Answer
Date: 04/04/2023
[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:02/09/2023
Type:Service or Repair IssuesStatus: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 wood flooring and installation from llflooring on October 13 2022, installed it on Oct 24; the flooring has since been extremely loud ever since-it cracks as you walk on it-my flooring comes with a warranty; the installers returned and filed a report that the product was defective soon after. I then sent a sample back to the company to test, which unfortunately was from a later batch-they said it was fine. An independent inspector was then sent to examine the floors, with the outcome being a need to replace the flooring, LL flooring is no longer responding to my request for an up date, and they are aware that this is holding up my ability to put this condo on the market. They are impossible to get hold of and seem to be stone *******. This has now been going on for three monthsBusiness Response
Date: 02/15/2023
Good Morning,
Good Morning,
After reviewing the account the customer was given a courtesy credit to assist him with the product The credit was applied yesterday 2/14/2023 and should be available for use within 24 hours. If the customer has additional concerns, please call customer care and use ext **** to discuss.
Thank You
LL *************Customer Answer
Date: 02/22/2023
They will not answer my calls, there are no actions to take , the flooring was ***** dollars and $500 is an insult and does not solve theissue.*************************
************Business Response
Date: 02/28/2023
Good Afternoon,
An assessment and material testing was performed for this customers concerns. The product came back as meeting manufacturer specifications and no installation concerns were found. Additionally,with no warrantable concerns found for the cause of the squeaking the case was closed with a goodwill offer of $500 to the customer for their frustrations. As an additional gesture, we are performing a second review of their file and have reopened it. It will take a longer time to review with additional parties on second review, but we will be in touch with the customer soon as to findings or next steps on the path to resolution. 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 when next steps or resolves are determined. Thank you for your continued patience and understanding as we partner on this journey.
Warmest Regards,
LL Flooring ************* Team
**************Customer Answer
Date: 02/28/2023
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Initial Complaint
Date:02/08/2023
Type:Product IssuesStatus: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 bought flooring type "7mm w/pad Rattan Maple Waterproof Rigid Vinyl Plank Flooring 8.9 in. Wide x 60 in. Long" from LL flooring and got installed in November of 2021. Over the course of 2022, the flooring started to deteriorate, and damage started to become visible to naked eye. After contacting LL flooring and working with their customer service, my claim of defective ******************** was denied. After that denial, we got flooring replaced with another professional installer. Soon after the replacement, we started seeing the damage again, not only in the replaced area but the same issue exists in different rooms as well.I don't agree with LL flooring response that it is an installation issue given the fact that I got it redone by another professional installer.I am seeking a satisfactory resolution to this issue. We have spent a significant amount of money in original material cost, installation and repeat purchase and installation for damages that continue to occur. The only solution to this issue is refund of my purchase so that I can use that money to replace the flooring altogether with another product.Business Response
Date: 02/15/2023
Good Morning,
I understand the customers frustration and we will have a member of management reach out within 48 business hours to discuss his concerns further.
Thank You
LL Flooring *************
Customer Answer
Date: 02/18/2023
Better Business Bureau:I am yet to receive a call from the company. The initial letter mentioned of a call within 49 hrs but ***** has reached out yet. I would like to keep the case open until a satisfactory resolution is reached.Regards,***********************************Initial Complaint
Date:02/07/2023
Type:Service or Repair IssuesStatus: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.
Sun, Oct 16, 2022, 3:48 PM purchased Vinyl plank flooring for 2 rooms after i personal started installing realized when the 1 room was almost completey done after 2 days of hard work that there were defects. See that the 1st plank in every box had a defect leaving only 3 good planks left at that point i was 80% done and was not going through all the work to remove and then reinstall. The planks have lines through out the whole plank 1/4 inch in space roughly, from left to right through out the whole plank best way to describe is like buying loose leafpaper without the lines and 1 sheet of every 4 has lines which you didn't want because you specifically bought without lines. I sent pictures to LL flooring explained .they opened dispute after waiting weeks and so much trouble without any help i returned the remaining flooring for the other bedroom and was credited But not without then giving me trouble. When i was at the store the salesman pulled a few pieces into the store and could see the defective lines and was giving me some theories what would cause that. I let LL flooring store and corperate aware that they are selling defects so they can stop so other buyers will not have the same problem but i believe they kept selling because they sent samples to a lab to test which is mute because the issue is that there are lines probably totaling hundreds of lines in just one plank 9" wide by 6ft long 1/4" in space . So i have ********************************************************************************* stating there was no defects found . Are you kidding me Did they send the good planks or the pieces that i pulled to the side that the salemans even stated and seen the defects and even the pictures i sent of my finished floors with defects and they say no defects. Never seen any flooring with permanent lines sealed in planks like loose leaf paper.Would never buy from them they sell defective, irregular products. so i have fects in my whole room horrible and no HelpBusiness Response
Date: 02/09/2023
Good Morning,
We are sorry to hear about the frustration the customer is dealing with at this time. We did review their complaint and the customer was advised that there is no defect. I did reach out directly to the customer this morning and did not receive a response. As a good will gesture I am willing to refund the customer the purchase price of a few boxes of flooring in order to assist the customer as he mentioned 23 boards that he feels were defective. I will reach out to the customer once more this afternoon to extend the offer.
Thank You
LL Flooring *************
Customer Answer
Date: 02/10/2023
[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:01/31/2023
Type:Service or Repair IssuesStatus: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 Product ******** AS *** 24 Cmnwlth Rustic Hc flooring, advertises and sold as "water resistant" installed between 1 and 2 years ago. Every area has developed bubbles. I contacted lumber liquidators and the advised that the warranty specifically says that it excludes damage for moisture. This product is sold and advertised as water resistant up to 24 hours, misleading that as long as water does not sit on the floor it should be fine. It has not had water or.moisture sit on it for.anywhere near 24. Most water droplets will evaporate well before that time. I want ll flooring to take responsibility for misleading in sales and advertising the durability of this product. And compensate me so that I can replace my flooring in my house with something that is truly durable.and water resistant.They have denied my warranty claim, and made me send an entire box of flooring that we had left so that they could "test" it. Now im.out that money as well.Business Response
Date: 02/02/2023
Good Morning,
Yesterday you should have received a email advising you that you can do a third party inspection if you are not satisfied with the resolution on your case. You will also receive a store credit to replace the box of flooring you provided. If you decide to do a 3rd party inspection and they identify a manufacturing issue then we would reopen the case. If it is a manufacturing issue we will process a store credit for the flooring and we can reimburse you for the third party inspection. In the email you should have received information for Inspect Solutions, a nationwide 3rd party company that has licensed inspectors. You are not required to use them, anyone you commission should provide you with a full inspection report and they should be a licensed flooring inspector.
Thank You
LL Flooring *************
Initial Complaint
Date:01/27/2023
Type:Service or Repair IssuesStatus: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/Lumber Liquidators in May of 2021. It has a 30 year guarantee. Starting in March of 2022 the floor starting to chip, break, spread apart, buckle, and crack. I had our subcontractor come out and look at it and he tried to make repairs, but it didn't work. I now have more of this and the floor is falling apart. I contacted customer service 11/25/22 and filed a complaint. As of 01/27/2023 I have been assigned a case manager and NO other help. I have emailed, nothing, store manager, nothing, case manager Nothing. I want this floor replaced. I believe it is bad flooring. I've purchased flooring from them before for other projects and never had this trouble. I'm so upset and the lack of customer service is disgraceful!Business Response
Date: 01/31/2023
Good Afternoon,
I do see that you were assigned a case manager on 1/27/2023. With that being a Friday the representative has 24 to 48 business hours to respond. Your case manager's name is crescendo, she will be reaching out to you today 1/31/2023 prior to 4:30pm. Her email is ************************************ if you would like to reach out directly to her.
Thank You
LL Flooring *************
Customer Answer
Date: 01/31/2023
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.
First this account rep was to contact me back in November, not January so the company lied and I sent you proof of this. Secondly, they are not standing behind warranty of 30 year on floor where it has cracked and broken and chipped. They refuse to listen to me or fix my issue. I want this escalated to an attorney or something because this is horrible what they are doing. They refuse to do anything and I have wasted thousands of dollars and have a broken floor!
Regards,
***********************Business Response
Date: 02/06/2023
Good morning,
The representative made contact with the customer and provided education on the concerns and the warranty. The concerns of gapping are not a product concern and not covered by warranty. The customer was provided with the product warranty and information on how to do repairs.
Kind Regards,
Senior Escalation Team
Customer Answer
Date: 02/06/2023
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The floor is chipping and cracking which is covered under the warranty. I want it FIXED!!!! They are bullying me and took my money! I have no floor!
Regards,
***********************Initial Complaint
Date:01/16/2023
Type:Service or Repair IssuesStatus: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.
Date of Transaction/purchase Brazilian Cherry hard wood flooring July 2022 for the amount of $4,136.37.Floor installed by LL Flooring Contractor in *************, ** on August 8, 2022. Due to inability to place transitions at time of instillation, completion delayed 2 wks. While cleaning up the dust/debri we noticed many cracks and defects in wood (16) and unidentifiable light circular defects in several boards. We have been going back and forth with LL flooring customer relations representative in attempt to resolve. We were informed by the original contractor that it was a product issue with "wood seal cracking" and that he would recommend replacing floor, but per the LL flooring representative we were informed that the contractor states it to be a environment issue. LL Flooring in attempt to resolve further had an "independent inspector" out to evaluate in Nov 2022 whom we're told agrees with the contractor. The quality of the wood is deplorable. We have the same type of wood (Brazilian Cherry) installed in 2 other rooms on same level of house by a different company 10 yrs ago and have had no problems. We live in **** which does not have a low humidity in August. They (LL Flooring representative) continues to assure me that they "want to help us" while maintaining this to be our issue.Business Response
Date: 01/23/2023
Thank you for your message.
Per an independent inspection the concerns were found to be humidity related with is caused by the customers site. However, as a gesture of good will,the agent working the file has reached out to the customer to discuss a courtesy repair of 10 boards as of 1/20 but had to leave a voicemail. We look forward to hearing back from the customer and discussing the repair option. ***** is the representative and can be reached at ********************************* or ************************. Thanks!
Warmest Regards,
LL Flooring Customer ResolutionsCustomer Answer
Date: 01/25/2023
[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,
*************************Customer Answer
Date: 02/23/2023
I am writing to request that my original complaint which is now listed as resolved be considered for re-opening as Not Resolved. The original complaint was closed when the company, LL Flooring agreed to replace the cracked hard wood floor boards instead of replacing the floor. Please see photos submitted. The contractors sent 2 young men out to our home on Mon 2/20/2023 to do so. They stated weve never seen anything like this. Every time they attempted to replace a damaged board, the adjacent boards cracked. They contacted the employer who gave them permission to stop. Our floor is now in worst condition then when they began. Now we have a couple boards glued down, with glue visible along seam and boards now unlevel/varying heights. It looks very hideous.Please allow this complaint to be re-opened as it has not been resolved. The boards they agreed to replace are still cracked in addition to adjacent boards.
Your consideration is greatly appreciated.
*************************
**************************************
******************** 44039
**************.
Business Response
Date: 02/28/2023
Good Afternoon,
Thank you for your message. On 2/23/23, *****, the original representative assigned to the file, spoke to the customer about their concerns. We are working with the professional independent contractor and the customer to determine causes and an appropriate mitigation plan.
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: 02/28/2023
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Customer Answer
Date: 03/05/2023
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.
[Provide details of why you are not satisfied with this resolution.]The contractor did send out workers to replace the damaged boards in the floor on 2/20/2023 but they were unable to do so without cracking/damaging adjacent boards so they stopped and I am still waiting to hear from the LL Flooring representative with a solution. The one (out of 10 agreed upon) board replaced and glued down now sits much lower than the rest of the floor. I telephoned the LL Flooring representative on 2/23/2023 explaining the situation. She stated she was going to contact the contractor and get back to me. I am still waiting for their offer/recommendation to resolve this matter.
Regards,*************************
Business Response
Date: 03/09/2023
The assigned Case Manager, *****, collaborated with the installation company, as well as their leadership team on March 8th, to discuss resolution options for our customer. An investigation was conducted to determine the root cause of the checks reported within the flooring installation. The checks were found to be a natural characteristic of a solid hardwood flooring reacting to a climate imbalance inside the customers home. The customer was educated on manufacturers requirements on climate controls for the life of the floor, and as a goodwill,LL Flooring agreed to absorb the cost of labor and materials to replace 10 planks impacted. A repair such as this, is not a matter covered under the product nor installation warranty, and would be billable to the customer. However, we understood that the customer was dissatisfied with these planks, and wanted to provide a resolution in good faith. Unfortunately, the repair stopped, as the one plank replaced, has an obvious height difference compared to the remainder of the installation. LL Flooring apologizes for this delay, however due to the complexity of the matter, we do require additional time to offer suitable resolution options to both assist our customer, and stay within the confines of the warranties. ***** will be contacting our customer within the next ***** business hours to discuss these options.Initial Complaint
Date:01/15/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased flooring from them had it installed and shortly after the flooring started peeling and cracking.Most of it has come up.The flooring was over 2,000.dollars.When I spoke to the agent at the store in ******* I was told that that particular flooring was defective.I was told someone would be out to look at the floor.unfortunately no one has called or showed up.Business Response
Date: 01/23/2023
Good Evening,
I have reviewed your complaint and do see that it was assigned to a representative 1/17/2023. The representative will contact you within 48 hours to begin the investigation process. At this time we do not send employees out to look at floors for a customer complaint, there are steps that must be taken to validate the complaint which may include testing to ensure there is a product issue. Your representative is ******* and she can be reached directly at **********************************
Thank You
Ll Flooring Customer Care
Initial Complaint
Date:01/12/2023
Type:Product IssuesStatus: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 tried to return a case of undamaged laminate flooring but I couldn't because it was opened. I opened it to acclimate the planks to the area to be installed.Business Response
Date: 01/25/2023
Hello,
Thank you for your inquiry! At this time, a member of the ************* team will be contacting the customer to discuss the noted concerns within 24 business hours. Please let us know if anything further needs to be addressed.
Senior Escalation Team
LL Flooring, Inc.
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