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

  9990 Robious Rd N Chesterfld, VA 23235-4836

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  LL Flooring

  2710 Pulaski Hwy Ste C Edgewood, MD 21040-1320

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  LL Flooring

  2151 York Rd Lutherville, MD 21093-3156

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  LL Flooring

  830 County Road Elmira, NY 14903

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:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/9/2022 I was given a quote in the amount of $4,853.26 to have flooring installed in my office, closet and stairs with Validity Dates of 11/5/2022 to 12/5/2022. **** the store manager added a note of 24 months 0% interest apply in store takes 5 minutes. On 11/10/2022 my husband went in to pay what we wanted and took a few things off such as dump fee, removal of carpet with pad, and removal of 6 pieces of furniture as we can do that ourselves which the invoice amount was then $4300.05 (they forgot to remove the move up to 6 pieces of furniture and refunded later). On 11/26/22 my husband went in to pick up the flooring and was told that the treads that were already paid for were not in and that we would have to pay extra for installation which was apart of the sales quote and the paid invoice and was now being stated that the stairs was a different installation cost of $2200.00. I called the customer care line on 11/26, 12/20, 12/28, 12/30, 1/3, & 1,5 with promises of someone to call me back about this and have never received a call. They have not installed our flooring or anything. I would like a call and an explanation as to why they want us to pay another $2200.00 for stair install when I have the sales quote of everything added and then paid for the invoice and now they have an added cost.

  Business Response

  Date: 01/10/2023

  Hello. Thanks for providing us with an opportunity to review the complaint and respond. The customer has an active case open and working with one of the best representatives at LL. There was communication emailed out to the customer with some helpful questions that would need to be answered in order to move forward in there concerns. LL regrets to hear that there has been an issue with the installation and it continues with a baseboard issue. LL is aware of such and in communication with the customer. There was an offer to assist with the completion of the baseboard job which would close the case however it was not accepted. We will review and again be in constant communication with the customer. 

  ********************** INC.

• Initial Complaint

  Date:01/05/2023

  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 purchased solid hardwood floors and installation, which was completed on 12/15/2022. There are multiple issues with the installation, most notably the front entrance, kitchen and baseboards. Their customer care contact told us they would contact the installer. Two weeks passed without a response so I sent them an email on 11/30/22. The reply was their installer wasnt getting back to them and they would upgrade our case and assign another customer care rep. **** asked for photos and they were sent the same day. Every time we contacted them we were either told they were still looking, or did not respond. Finally on 12/30/22 we went to the store. I told them we had no confidence in their ability to resolve the issue and their lack of communication was frustrating. The store manager contacted the customer care team and told me they promised they would call on 1/3/23. **** didnt call and didnt respond to a voicemail sent the following day. **** have demonstrated no concern for our satisfaction with the flooring whatsoever. Please help us resolve this.

  Business Response

  Date: 01/10/2023

  Hello. Thanks for allowing us the opportunity to address the concerns of the customer. There is an active case file being worked by an **** rep. ************* has been had via email by both parties. I regret to hear that the professional independent contractor has not been responsive however there was a suggestion of getting a quote to have the repairs complete by the customer hired contractor. LL will wait for such quote and partner with all parties involved to see how this can be resolved within the confines of the warranty.

  LL Flooring

  Customer Answer

  Date: 01/11/2023

  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.

  LL Flooring is quite aware that the contractor never made contact with us, its why the case was upgraded by them. In a phone call with the store manager we bought the flooring from they promised to call me 8 days ago and that never happened. The suggestion about another contractor doing the work was proposed by me. However, it was proposed because of the lack of confidence I have in LL Flooring to address the issues. Their unwillingness to discuss this issue is not professional.

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

  
  

  Business Response

  Date: 01/17/2023

  LL Flooring communicated with both **************, as well as the Independent Contractor that installed his flooring, in attempts to schedule an assessment to investigate his concerns, as well as build a repair plan. Due to the delays, ************** requested a financial settlement for half the cost of his installation, so he may coordinate repairs under a contractor of his choice. LL agreed to this, and the refund was processed January 16th. It is our understanding, once the funds have been applied to his original method of payment, a MasterCard, this matter will be resolved. 

  Customer Answer

  Date: 01/20/2023

  [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: **********************************************.
  
  I would like to thank you for your help in resolving this issue. I appreciate it!
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  Date:01/04/2023

  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.

  Upon buying my *********************************** and quarter round, I told store personnel Mr ** I also needed BASEBOARDS in my kitchen installed & could they do that? Mr * said "yes" & I paid for the extra baseboards to be installed WITHIN the original price quote.After the awful flooring job they did, the original 4-in baseboards could no longer fit and they had to be changed to 7 in due to the problem with the floor install. It was all agreed upon that at no charge to me ** they had to change it from the 4-in to the 7-in bc of the large gap from the wall to the new floors; an error that your install company admitted to. ALSO bc of the continuous flow from the living room, dining room, & into the kitchen; the kitchen's baseboards also had to be changed to 7 inch. (So either way I should not have had to pay for them now new baseboards ** your guys messed up the project causing my old boards to be changed. While installing the baseboards in the kitchen the contractors took my old 4 inch baseboards out of my pantries but failed to replace them with any baseboards. I found this problem weeks after they left because they had put my personal belongings back into the pantries covering up their error of not reinstalling any baseboards.Again I am requesting that you send someone out to reinstall the baseboards only in my kitchen pantries. Further, the $200 you offered I can'tt find a anyone who will accept the work at that amount OR someone willing to take such a small job. Therefore, I'm submitting to let your contractor come back to finish the job. This is a small job.... for a professional it should take him no more than ************************************************************************************ hand.The pictures show the 2 different sized baseboards. Upon learning they had to change them out the crew ordered the 7 inch baseboards and put them next to the 4 inch baseboards. The second picture shows one of the pantries with no baseboard. PROJECT STARTED MARCH OF 2022

  Business Response

  Date: 01/10/2023

  Hello. Thanks for providing us with an opportunity to review the complaint and respond. The customer has an active case open and working with one of the best representatives at LL. There was communication emailed out to the customer with some helpful questions that would need to be answered in order to move forward in there concerns. LL regrets to hear that there has been an issue with the installation and it continues with a baseboard issue. LL is aware of such and in communication with the customer. There was an offer to assist with the completion of the baseboard job which would close the case however it was not accepted. We will review and again be in constant communication with the customer. 
  ********************** ****

  Customer Answer

  Date: 01/10/2023

  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.  Yes, I have been speaking with a manager who has proven to NOT be up to date with them case. She has often given wrong information and one her last email she was confused about the flooring vs. the baseboards. I emailed her back regarding this with pictures and I have gotten no response since. She further gave a low-ball offer LAST SUMMER for $200. I advised her that no contractor was willing to do such a small project for the little amount ofctime. ( It's not worth their time) so, I informed her I would accept to HER sending a team out to complete the job. I have not heard back. 

  I have previously sent pictured and videos to help, however it appears this person has not reviews them. I also told her who you speak with both at the store and it HQ, to not avail.

  this project is nearing a year old and needs to be completed asap.

   

  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  *********************************
  
  
  
  

  
  

  Business Response

  Date: 01/16/2023

  LL Flooring has been in active communication with ********************************* regarding the concerns reported. LL Flooring coordinated the installation of flooring in 4 rooms in her home. The kitchen flooring, however, was completed by a different contract outside of LL Flooring. ******* paid LL Flooring to complete the installation of ****************************** the kitchen, as this work was not completed by her original contractors. Considering the work was not completed, as planned through LL Flooring, we extended a financial offer to pay a contractor of her own to complete this installation. A refund for the work not performed was extended in August for this as well, however LL did not receive a response declining this offer until December. ******* stated she is unable to find a contractor to complete this work for the amount offered. LL Flooring has increased this offer, to assist in completing this project for her, as we are unable to send a contractor at this time to complete the work, and are awaiting her response. 

  Customer Answer

  Date: 01/17/2023

  [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:

  If I understand their response correctly, "******* paid LL Flooring to complete the installation of ****************************** the kitchen, as this work was not completed by her original [LL Flooring] contractors. Considering the work was not completed, as planned through LL Flooring, we extended a financial offer to pay a contractor of her own to complete this installation."
  

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me IF PAID UPFRONT (trust issues)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:01/01/2023

  Type:Customer Service 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.

  complaints about the installation contractors and their coordinator ****. They have been awful, grossly unprofessional, passive aggressive and have caused ** tremendous distress. Its been traumatic and become a HUGE regret, if there was any way to undo it I would We bought material in October and had a tentative date for installation at the beginning of November. **** never called to confirm as we were told to expect. We had to call him and it was set up for the week after. **** showed up and then left immediately because my 6 year old had a cold. He said he was scared it was ***** and didnt mean to be puny but wouldnt work around that because he has kids too. They rescheduled for the Tuesday before thanksgiving (which only gave them 2 days after we were told they needed 3). When the rest of lukes crew showed up that day they were a ragtag group of a bunch of his relatives who were all young careless and seemingly in a hurry. They knew we were replacing our floors bc it was old (we told **** at the beginning while he was assessing and before they started working) and yet they sliced and ripped in random places going around furniture instead of moving it, flung it around a bunch and barely rolled it up at first. They also broke a lot of our trim. We explained again that it was old and maybe needed to be careful but they kept ripping through like it was a race. They found a place with mold in the laundry room and told my husband he could spray it with bleach and theyd keep going. They thought they found 2 more places with mold in one of the bedrooms (an independent inspection proved one of those places was carpet residue and if they are floor experts how do they not know what carpet residue looks like. The other place was a tiny spot from an old roof leak that happened before 2007 and was not active). After the bedroom **** went outside exasperated, got a mask and said he is sorry for being puny again but doesnt do mold and has to go. Our inspection a couple days later showed the laundry room was the only active leak with actively growing mold. However the inspection also showed there was mold in the carpet from being so old, and the installers careless removal caused the mold count in the air to be horrifically degraded. We proceeded to have the leak fixed, mold removed and ducts cleaned. And based on subsequent knowledge gained from the inspection and other professionals we decided we didnt want **** and his unprofessional team back. We almost have enough lack of professionalism for a breach of contract suit so when I called **** to reschedule and told him the call was being recorded he hung up on me. He did not call back nor will he stay on the phone with me to reschedule. **** did talk to my husband when he called him even though he was also recording the call. **** was mad we didnt want **** back and just kept pushing the issue, insisting repeatedly that he did a fine job even though he didnt have any information to base it on, he never asked our perspective nor had he ever stopped by to see for himself. He passive aggressively told us if we didnt want **** we would have to wait several weeks. We are still waiting!, while living in our garage in the winter with 2 toddlers, one of whom has down syndrome, through the major holidays so we dont mess up the subfloors just bc **** is childishly mad and being uncooperative. I dont know how he can sleep at night doing this to good hard working families. The contract states they will provide services in a professional and workmanlike manner, and this has been anything but. I paid almost $8,000 for this?! AND i had to pay the mold remediation company to remove the rest of the carpet because the flooring experts didnt know how to handle it. Even though the actual LL employees and store manager **** have been helpful, cutting corners by using obscenely unprofessional contractors is abhorrent and they should be ashamed. Its been the worst experience of our adult lives

  Business Response

  Date: 01/03/2023

  We apologize for the delays in completing your installation through LL Flooring and the Floor Guy LLC. We understand how frustrating this may be for you and your family. 
  Please know safety for our customers, employees, and independent contractors is our number one priority. We apologize that the removal of your existing floor uncovered an active leak in your laundry room, which created a delay to your completed project. We also recognize the presence of mold created additional caution for the installers, which resulted in their inability to complete the project in the time frame originally scheduled. We appreciate your patience while placing the project on hold until the source moisture was repaired by a contractor within the respected trade, and the mold was remediated.
  In efforts to proceed with completing this installation, LL Flooring has notified ************************ that the leak has been repaired, the mold has been treated, and the remainder of your carpet has been removed. Please look forward to future communication from LL Flooring, and the installers, to schedule the completion of the project. The installers will also present a Change Order, which will document the carpet removal that was originally on your scope of work, however not performed, as it was removed by the remediation company. You will receive a refund for the services that you originally paid for, but not performed. 

• Initial Complaint

  Date:12/26/2022

  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.

  When I purchased floor planks and company send their installer as well- I spend around 9k Floor was sold as a sturdy, for heavy traffic, because I did ask since I have pets and kids Floor planks started to separate , floor is all scratched up and warping After multiple calls and emails to company , 4 months later they sent their inspector who did say that humidity in my house is appropriate level and floor should not be warping and that installation was bad since floor planks are separating. Company refused to change floor or to send at least someone to fix separated planks

  Business Response

  Date: 12/28/2022

  Hello,
  
  Thank you for your inquiry! According to our records, there appears to be an active case file for the concerns reported by the consumer. Communication will be sent to the appropriate department to take action on this matter. Any/all updates regarding this matter will be relayed directly to the consumer when received. Please let us know if there is anything else that needs to be addressed. Thank you for choosing LL Flooring!
  
  Senior Escalation Team
  LL Flooring, ****

• Initial Complaint

  Date:12/20/2022

  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.

  Flooring was purchased from LL Flooring, in December 2021. We requested all the old flooring be removed before installation of new floor. After completion of installation, there were trouble spots located in the living room, formal dining area and kitchen area. Flooring was "bubbling" between kitchen and living, and a crinkling sound coming from the floor in the dining area and kitchen. Upon a requested assessment by the installer district manager, he stated "this isn't right." One solution was to install two transition pieces between the kitchen and living room and the living and hallway, in which we did not want. The bubbling of the floor was quickly addressed by the installer as it posed a safety hazard for my elderly mother-in-law who lives with us. However, nothing else has been addressed. We have contacted the customer care, case number: ********, in which we were informed that LL Flooring has a policy to return voicemails and emails within ***** hours. Let it be noted that this policy is not enforced as my wife has made SEVERAL attempts to contact our case manager since May 2022. Finally in November 2022, our case manager reached out and said they would schedule for the installer to reevaluate our claims. It is now late December, and we have not heard from either LL Flooring or from the installer.

  Business Response

  Date: 12/26/2022

  Hello,
  
  Thank you for your inquiry! According to our records, there appears to be an active case file for the noted concerns. Any/all updates will be provided once they are received. Please let us know if there is anything else that needs to be addressed. Thank you for choosing LL Flooring!
  
  Senior Escalation Team
  LL Flooring, INC.

  Customer Answer

  Date: 12/27/2022

  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 acknowledge the fact that we have an open complaint with LL Flooring.  However, they have still failed to reach out and communicate with either myself or my spouse.  We have several emails, and attempted phones calls to LL Flooring with little or no response.  We would like our issues resolved as soon as possible.
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 12/29/2022

  The manager of the Installation Warranty ********************** contacted ***************** on December 28th to discuss the history of her concerns, as well as the repairs that have been conducted. Due to the previous repairs not rectifying the issue, it was suggested to investigate the matter further, by LL Flooring commissioning a third-party inspection company. ***************** agreed to this, and the inspection was requested the evening of the 28th. LL Flooring agreed to send a copy of the published inspection report to *****************, as well as ************************, so all parties may collaborate on a satisfactory resolution, per the manufacturers specifications, and under the terms of the installation warranty.

  Customer Answer

  Date: 12/31/2022

  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 acknowledge receipt of offer from LL Flooring, I also acknowledge that LL Flooring has reached out and spoke with my wife regarding our complaint.  We have had more communication with LL Flooring through the BBB in the last couple of weeks, than we have had over the last six months, and I feel that if I accept any offer provided by LL Flooring, they will cease all communication.

  LL Flooring has offered a 3rd party inspection of the installation of the flooring.  As of today, we have not heard from the 3rd party.  

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

  
  

  Business Response

  Date: 01/09/2023

  The inspection company LL Flooring contacted to investigate the flooring concerns reported is named Inspect Solutions. They advised LL Flooring that they contacted **********************;by phone and email on January 6th, in efforts to schedule the inspection. LL Flooring is unable to assist in scheduling this inspection, as this is an outside company, not affiliated with LL Flooring. We have however, contacted the inspection company and requested that they follow up with *********************** to assist in expediting the scheduling of the inspection. We apologize for this delay.

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Negative.  No one has connected either my wife or I regarding an inspection of our flooring.  
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 01/10/2023

  LL Flooring received an email from *************************** the morning of January 10th, who advised that they did in fact receive communication from Inspect Solutions, in attempt to schedule the inspection. We look forward to receiving the scheduled date.

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As stated before, I will continue to reject offers until the issues has been resolved to our satisfaction.  
  

  Inspection company did reach out today and schedule an inspection date of Wednesday, January 18.  We will update once we have completed the inspection and received a copy of the report.

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

  
  

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the *** floor from them. The store manager recommened to use Bostik glue and tool so we also bought from them. Right after installing the first room, we noticed that the *** has excessive bad planks. We emailed store manager and was confirmed that they're in good condition. If there is any damage, they'll be covered under warranty.1.Our house was brand new when the floor was installed. It was properly leveled up to 1/16 every 6ft carefully. We bought your recommended glue (several times during installation).2.Right after installing the first room in our house in 2019, we contacted the store manager to notice that the excessive damages and bad quality from the batches we had. We also sent in several pictures as the proof of the bad ***s and specifically told the store manager that the quality was below industry standard. We even sent pictures to customer service, contacted store managers and customer service managers to discuss the quality of the *** but we were assured that warranty would cover if there is any problems in the future. I attached the original email as the proof of my concern we addressed 3 years ago.3.Fast forward to today, after 3 years, our floor is in an unacceptable condition. There are over 50 bad spots we can point out easily, especially the hallway areas. Due to the size of the email, I attached about 15 pictures for your reference. Our house is valued about 1 million and the ***s we bought from you really disappoint us.We contacted LL Floorings and was told that the click lock is not under warranty because we glued down. Manufacturer DOES allow us to glue down. LL Flooring is refusing the warranty because they don't recommend glue down in ****. They DID recommend glue down in 2019 and recommended us to buy the better glue in 2019

  Business Response

  Date: 12/26/2022

  Hello, 

  Thank you for your inquiry! We understand the frustration and we are more than happy to assist the consumer to a resolution. At this time, there is an active case open for the noted concerns. The case manager will be contacted to follow up with the consumer regarding the next steps of the warranty process. We ask to allow ***** business hours for review and follow up. We appreciate the opportunity to assist and for choosing LL Flooring!

  Senior Escalation Team

  LL Flooring, Inc.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I contacted LL Flooring and was told that they closed the case and refused the warranty despite of the thin curling floor after only 2 years
  
  ***************
  
  
  
  
  

  Business Response

  Date: 12/28/2022

  Good afternoon,
  
  *********** case representative contacted him on 12/27 and 12/28 to discuss the warranty process. We made offers to him for partial compensation or a third-party inspection as a one-time courtesy to determine the root cause of the concern. He declined the offers and requested to speak with leadership. We reached out to him on behalf of the Senior Escalation team and offered further education on the concern and reiterated the offers that were made to him. He expressed his concern with having planks removed due to him having small children in the home and requested that we ask the inspector to remove planks from the outer edges of the installation. We let him know that we can note it when the inspection is set up, but it is ultimately up to inspector which planks are removed. He accepted the information and requested to move forward with the inspection. Since this is a glue down installation a consent form is required before we can set up the inspection. His case representative will send the information to him, and we will follow up once we receive the report. 
  

  Kind Regards,
  

  Sr.Escalation Team, LL Flooring

  Customer Answer

  Date: 12/28/2022

  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.
  
  - Cost of wood planks and glue: $6,000 appro

  - Cost of installation: $6,000

  - Cost of removing those curling planks: $4,000

   

  LL Floorings acknowledge of defective floor planks and willing to offer a $1,000 as store credit is unacceptable. They cost $16K and they try to get the case resolve for a $1K for what clearly is a bad LVPs. My attorney agrees and willing to take the case forward to recoup the cost and attorney fee. 
  
  Regards,
  
  ***************
  
  
  
  

  
  

  Business Response

  Date: 01/03/2023

  Good afternoon,
  
  ******* has agreed to move forward with a third-party inspection. The inspection is currently pending scheduling.
  

  Kind Regards,
  

  Sr.Escalation Team
  LL Flooring, Inc.

  Customer Answer

  Date: 01/04/2023

  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.
  
  

  Inspection will be done by LL Floorings contractor that is assigned by them and will follow their request. Not third party independent contractor selected by homeowner. We do need to have this request open to allow us update their shady *******************

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

  
  

• Initial Complaint

  Date:12/15/2022

  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 ordered & paid $3,518.56 for red oak 3/4" X 2 1/4" solid wood flooring in Dec 2021. We brought in a sample of the wood flooring from our home to match. Installation was canceled & rescheduled on us twice. On 2/18/22 while flooring was being installed the contractor left before the job was done leaving 2 young kids here to finish. I found out when I came downstairs to check on how things were going. The floors had gaps between several boards. The floor looked hideous it was not what we ordered. A small strip on the outside boarders of the room were red oak, the entire center was a blonde pine color. The young men said they could not do anything about & to call the contractor *****. He was called 2/18/22 it took 5 months before he finally returned 7/2022 (he said "I will be putting in a request for the entire floor to be replaced, sorry the delay, corporate doesn't f***** get it"). ***** then pointed a laser light around the room measuring it. He never did any repairs of the boards. Our Customer Engagement agent **** has had an open case on this for 10 months. The agent now refuses to take calls or return our messages, We are told **** is in a meeting or not working, other customer service agents have put in requests to escalated this case for review and have a manager call back in 24/48 hrs, NO call has ever been received. Spoke w/ **** customer service, lastly with ****** on Dec 14, I was given ****'s supervisor name *********. Store manager ******** has been visited & called he says his hands are tied by corporate, but made suggestions. ******************* was contacted personally by us 3 times. *** contacted corporate and put the approval thru to have the floors replaced. He doesnt understand why it is not being done. ******* at the store on Dec *********************************************** to submit a repair plan for approval, I don't know what the estimate/bid would be for the *********************** store/contractor would do this. ***********************0

  Business Response

  Date: 12/19/2022

  Good Afternoon,

  We can understand the frustration this has caused you and want the opportunity to make it right for the customer. We commit to having a member of management contact the customer no later than close of business 12/23/2022. The management team was made aware of the situation again today and have committed to contacting the customer to assist her in resolving these concerns.

   

  Thank You

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

   

  Customer Answer

  Date: 12/20/2022

  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.
  It appears that LL Flooring is stonewalling me and now the Better Business Bureau's complaint inquire.  Their solution to the problem is to wait for another week and they will have a manager contact us back and they have been made aware of this account.  They have been aware of this account and all the problems with the install job since Feb 18th 2022.  A complaint was filed on Feb 18, 2022 with the installer and with the store.  An open case was open with their corporate office also, they assigned an agent to this case. Who now has chosen not to answer any of our calls. We have been told multiply times when we speak to other customer service reps they can listen to us, but they can not help us only the rep assigned is allowed to speak to us and to handle our case.  All they can do is expedite our call and have a manager call us back in ***** calls.  Never once in 11 months have we ever receive a phone call or email from a supervisor. We ask to speak with a manager or be transferred to a manager and are told sorry no supervisors are available. We have logged over 50 calls to this company's 1-800's number. The store has been visited in person on a monthly basis and called several times.  The store manager has referred us to the ******************* head of the installers, he has instructed LL flooring that the floors needed to be replaced and he approved it.  He will have a contractor ***** come in and do the installation.  However nothing can be done until corporate approves everything and sends it out to the installers and the store, then the supplies can be ordered.  Our entire 1st floor has been torn up and in disarray for 11 months due to the failure of this company.  We want our floors replaced at zero charge.  If they can not be done we are owed a full refund of the money paid so we may pay for another company to come replace and install new floors.  

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

  
  

  Business Response

  Date: 12/22/2022

  LL Flooring and the installation company, Wagners Carpentry and Construction, have agreed to remove and replace roughly 180 square feet of flooring, due to color variation, and gapped boards in a portion of a living room. LL Flooring was notified by the installer that our customer spoke with them and advised that after the 180 square feet of flooring is delivered, she will go through the material, and set aside the dark boards, as she is requesting as little light boards as possible. This Character-Grade Red Oak has natural mineral streaks, wood grain, and color variances, as described on our website.However, in efforts to provide our customer with a ******************** project that they find suitable, LL Flooring has agreed to absorb the costs to remove and dispose of the area, which is roughly 180 square feet, and replace with the new material that will be delivered, and will prioritize the material selected by the customer, however, ********************** will not order additional material, as the color variation is acceptable per the manufacturers specifications. A phone call was made to ********************************** on December 21st, a voicemail was left, and an email was sent, to discuss this resolution. An order for the material has been placed by the store and will be traveling through multiple states to arrive at their location. Once the material has arrived, our customer will be contacted to schedule delivery. Prior to the delivery of the material,we will require ********************************** to review and sign a Warranty Repair Agreement Document, which details our resolution offer, for her acceptance, so we may proceed.

  Customer Answer

  Date: 12/23/2022

  We read the response from LL Flooring and am a bit shocked that it states someone contacted via phone call or even left a voice mail message, I received exactly zero messages - I truly hope BBB is note bamboozled by the response. There was NO email from LL Flooring informing of any resolution either - again expected by us, we have been living with this for nearly a year from **** (LL flooring) and ***** (installer). The only email I received from LL flooring was on Dec 22, 2022 was for a survey.  I only learned of this transaction from reading the email from BBB.  We then called the store and spoke with ******* and he confirmed the order had been placed and it was coming from ********.  He stated it should be in next week and then we would need to come pick it up and wait for a phone call from the installer ***** to make an appointment installation. I hope that BBB can resolve this before I continue with an attorney - I believe that this is a shame that happens regularly based on reviews and will not become another victim to their sham.  We have been more than polite, and are exhausted with 11 months of trying to be courteous.  I truly hope BBB is professional and follows through on this.

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me - if it actually happens. 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 will get back to you at: **********************************************...along with anyone who actually cares to listen. 
  
  Regards,
  
  ****************************************
  
  
  

  
  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LL Flooring had my floor installed approximately July 1st of 2022. I paid approximately $2500 to have my kitchen, hallway, and bathroom floors installed with vinyl plank flooring. Immediately we noticed issues with the finish of the product and contacted the local store. The local store was of no help after two months so I escalated it to LL Flooring themselves. There are tiles popping up, places where tiles are missing, the whole bathroom is unlevel and you can bounce on some areas. LL Flooring assigned me a case manager in November. I've spoken to her one time. They've offered to redo the floor or refund my money but I can't get anyone to answer me about getting either done. If I'm to redo the floor my only option is to have the same company reinstall the floor. If they messed it up the first time, why wouldn't they mess it up again. I've emailed my case manager well over ten times with no response. I'm waiting on this floor to be fixed to sell my house. They're costing me precious time and money by completely ignoring me. I want to know how long it would take to either a. Fix the floor or b. Get a refund. They are so slow at everything else I don't know how long I can wait. I'm paying for two households now because I'm waiting on a response. I can't sell a house with the floor looking this horrible.

  Business Response

  Date: 12/12/2022

  Hey All,
  
  We do have an active and open case file with this customer. Per the customers request and an attempt to resolve their concerns, we have issued an agreement letter to the customer for a refund of their product and install costs. This agreement was sent via email on 12/12/2022. Once we receive that back and signed, we can create the refund in our system to go back to the customer.Please let us know if you have any further questions. Thanks!
  
  Warmest ***************************** ********************** Team

• Initial Complaint

  Date:12/06/2022

  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 had the flooring installed with LL Flooring contractors in 2018. There was an issue with the flooring buckling in the office. I contacted LL Flooring about the issue in July 2022. They finally sent a contractor to see the site and provide an assessment on September 14, 2022. The contractor verbally told me that the flooring was installed incorrectly and that LL Flooring would be responsible to repair at no cost to me. It is now December 6, 2022 (about 3 months later) and LL Flooring claims that the contractor never sent the assessment report so they cannot take any action. I have sent multiple emails, made phone calls, and there has been no progress by LL Flooring. My issue is getting ignored.

  Business Response

  Date: 12/07/2022

  Good Afternoon All,
  There is an active case for the customer that is currently being worked. We have been waiting for further clarification on the repair plan and mitigation initiatives from the professional independent contractor. We expect to receive this information this week and will be able to submit a Repair Agreement Letter to the customer. We are just waiting on the full extent of materials and labor needed for these repairs to ensure we mitigate concerns. This was explained via email to the customer on 12/7/2022 as well. We look forward to getting this information solidified and moving forward with the customer to resolution.
  ******** is the representative on this file and can be reached at ********************** or email at *************************************
  
  
  Warmest Regards,
  
  ***************** (She/Her/Hers)
  Senior Supervisor, Installation Customer Care
  ***********************

  Customer Answer

  Date: 01/19/2023

  Dear BBB Team,

  
  

  I would like to re-open this compliant.  I gave move than 2 weeks plus an additional grace ****** due to the holidays.  I have reached out to LLFlooring/Brittancy twice and she has not responded.  *********** has not taken action.

  
  

  Please help.

  
  

  
  

  Kind Regards,

  Jacqi

  
  

  Business Response

  Date: 01/23/2023

  Thank you for your message.
  
  We have reached out to the contractor for the labor plan, and the store to determine a new product choice with the customer, as this product is discontinued. The customer was contacted on 1/23/2023 with these updates as well and can expect to hear from the store shortly. Should further information be needed, ******** is the representative on this file and can be reached at ********************** or email at ************************************* Thanks!
  
  
  Warmest Regards,
  
  LL Flooring Customer Resolutions

  Customer Answer

  Date: 01/26/2023

  [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 next steps shared by the business in reference to complaint ID ********, and find that this would be satisfactory to me. I will wait for the business to perform this action and complete the final repair, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************************