Complaints

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

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  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  4507 Jefferson Davis Hwy Fredericksbrg, VA 22408-4253

• 

  LL Flooring

  7311 Grove Rd Ste N Frederick, MD 21704-3300

• 

  LL Flooring

  158 Railroad Ave Albany, NY 12205-5769

• 

  Lumber Liquidators, Inc.

  651 Connecticut Ave Norwalk, CT 06854-1614

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:12/02/2022

  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.

  12-02-22 We purchased laminate flooring and paid for install from LL flooring in December of 2021. We paid over $5000.00 dollars for the floor and currently have about $2900.00 left to pay on the floor. We ended up having issues with the floor a few months after the install. It took several attempts to get any one to respond to come out and repair the floor. A couple months after the first repair we had to fight to get someone to come out again to do more repairs on the same issues. With both of these repairs we had to move all of our furniture and appliances plus lose days of work and on top of this we have lost money in having to replace ******** twice now. . Immediately after the second repair the floor started separating and sides and corners are lifting and an area that wasnt even repaired when it was supposed to be. After the second repair and continuing problems we have spent over six months trying to get the store and corporate offices to handle the situation and can not get a response via email or phone call from anyone. After months of waiting they finally decided to rip out a large portion of floor to send it in to be tested. What should have been a couple of weeks is now like a month that we have been waiting and again no one will return calls or emails. The customer service after spending this amount of money is absolutely insane when we have a guarantee on our floor. We have had to make multiple decisions to work around this issue along with the stress effecting our home and lively hood. We feel we should not have to continue to pay for a bad product along with absolutely terrible service. We are literally at a lost of what to do. We are hoping someone can help us to solve this issue by filing this claim.Thank you,********* and *******************************

  Business Response

  Date: 12/05/2022

  Hello. I regret to hear that there is a problem with the customers floor and that the customer service they have received has not been the best. LL currently has a case file open and a representative in the **** customer care department is currently working such. She has been alerted to contact the customer as the material the customer has spoken about being ripped up for testing has been concluded. It also appears additional testing to determine the cause is necessary. I understand the frustration this has caused but I am hopeful we can find a resolution within the warranty guidelines. 

  LL Flooring INC.

  Customer Answer

  Date: 12/06/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  This is the same story we always get or it goes round and round. As I mentioned it has been a year since floor was put in and they just keep dragging it out in some way. We shouldnt be paying five thousand dollars, floors ruined and some ripped out. 

  Business Response

  Date: 12/12/2022

  Hello. ******* has reached out to the customer to further discuss there concerns and investigation. There has been a third party inspection commissioned to review the customers concerns deeply. It appears to be scheduled on 12/13.

  LL Flooring INC.

  Customer Answer

  Date: 12/13/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  I agree we have a appointment set for today for the inspection. I would expect to have a quick response from there findings so we can proceed with the process quickly.
  
  
  

  Customer Answer

  Date: 01/10/2023

  I filed a complaint with the BBB a few weeks ago because I could not get any response from LL flooring in regards to a flooring issue we have been dealing with for over a year. They finally had a floor inspection done 5 weeks ago. I have called a dozen times along with sending a dozen emails to try and talk to someone to find out the results of the inspection and to find out what LL flooring is going to do to fix the issues. We have been dealing with this non communication and poor customer service for to long and would like to know a final answer on what is going to get done. We are prepared to take this to our lawyer and take it to court if need to be but are willing to have them settle this outside of this situation. We just needs answers and someone we can communicate with on a regular basis rather than them ignoring us.

  Business Response

  Date: 01/10/2023

  Hello. Thanks for allowing us to respond to to the customers concerns. ***re is an active case file being worked by an **** rep. *** inspection that has taken place is in the conclusion pending status and once concluded it will be reviewed and discussed with all parties involved. 

  LL Flooring

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

  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.]
  
  Regards,
  
  *******************************
  
  
  
  
  

  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.]
  
  Regards,
  
  *******************************
  
  We have been through this run around for over a year on how they will contact or call with a response and we never get one. This is just to bypass time to prolong the problem. The inspection was five weeks ago and even the inspection company said LL flooring would have the results in two weeks. Here we are 5 weeks later and nothing. I am preparing and getting ready to move forward with a legal person because we can not keep going through this stress and missing flooring in our home.

  ******* and ***********************************
  
  

  
  

  Business Response

  Date: 01/16/2023

  Hello. While LL understands the frustration of the customers concerns LL does not have control over the third party inspection company. They are a separate entity of LL. I have reviewed the case file and the inspection has been concluded. Please understand again that LL does not hold up any conclusions or resolutions as the inspection was pending a final report. As stated it has been concluded and reviewed and the professional independent contractors have the right to repair and will be coming up with a repair plan based off of the inspection report. 

  LL Flooring INC.

  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:
  
  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:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased "*********************** 3/4 in. Utility Oak Unfinished Solid Hardwood Flooring **** in Wide" on October 11th, 2022 and it arrived this past week damaged and not what they advertised. The flooring has massive holes in each board and is falling apart. We have tried to return this product and the company is claiming that they will not accept a return since a few bundles are opened. However, they had to be opened to show photos of the damages per their instructions when we first notified them. What we received is nothing like the photos of their product online and nowhere does it say there will be unfilled, rotten wood segments. This is false advertising and since the product is damaged and cannot be used, they should accept the return since it's due to no fault of our own. We followed their instructions and now they are trying to penalize us to save them from having to correct their own negligence.

  Business Response

  Date: 12/07/2022

  Good Evening

   

  Thank you for reaching out to us in reference to your concern. You will be receiving a phone call no later than close of business 12/9/2022 from a  member of management to see if there is anything further we can do to assist you. We appreciate you allowing us the opportunity to assist you with this matter.

   

  Thank You

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

  Customer Answer

  Date: 12/11/2022

  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.
  
  No-one from management called me or left me a voicemail. The issue is still unresolved and continues to cost me money. I even filed a complaint with their mgmt and apparently someone from regional mgmt was supposed to reach out to me within 48 hours and no surprise that I never received a call or email response. The complete disregard for their clients and their product, as well as inability to take responsibility to delivering an unacceptable product is very disappointing. 
  
  Regards,
  
  *****************************

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

  
  

  Business Response

  Date: 12/12/2022

  Good Morning,

  We did reach out to the customer Friday, a voicemail was not left. I am personally reaching out to the customer today. My name is ******* and I am the Sr. ********** for ************** I can also be reached at ********************************** or by using ext. **** when calling.

   

  Thank You
  

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 10/07/22 I purchased almost $3200.00 worth of flooring for a homw project. On 11/21/22 I returned 4 cases for a refund due of $432.61. Since my original method of payment was a check, their cooperate policy is to refund via check as well, within 5 to 10 days. On 11/29/22 I sent an email requesting information on where my refund was. The response from their customer service was, they had sent an email to their refund department and were waiting for a response, once they received a response from the refund department, they would respond to me via my phone number. Here we are at December 1st, 2022 and I still have no refund, no response on the status of my refund, and this is quite disturbing.

  Business Response

  Date: 12/01/2022

  Good Morning

   

  The customers refund was sent to process on 11/21/20200, with the Thanksgiving holiday there was a bit of delay but the refund will be mailed out this Friday 12/2/2022 and depending on the mail delivery should be received by 12/9/2022 at the latest.  Please note that would be 14 business days. It is possible that the check will be received faster depending on your local mail delivery. Attached is the credit invoice that shows it was processed.

   

  Thank You

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

  Customer Answer

  Date: 12/01/2022

  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 sent this exact credit invoice to your customer service people on the 29th when I inquiredabout the refund. 

  Again, you have had my money since October and you have my flooring which I returned since the 21st of November, so I find it incredibly inconvenient that I am still waiting for a check to be mailed.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:11/28/2022

  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.

  I purchased flooring not long ago from LL Flooring and I am displeased with the quality of product they provided. I spent $6000 to have the flooring installed, and the floors continue to lift up and appear cheap in quality. When contacting LL Flooring there is no Policy they have that protects the customer from their faulty product. I have had my floors for 6 months, and called in a warranty claim with no result. The floors are cheap, and continuously lift up even though they assured me a floor lasting a lifetime. Other than filing another warranty claim there is nothing that will be done to replace the flooring though it is unacceptable quality. The response on their end has been slim to none. I've been left with no other choice to come to the BBB. It's truly unfortunate. I would be open to receiving an exchange for a different product that would last longer than 6 months. I'm going to have to get replacement flooring which is incredibly frustrating.

  Business Response

  Date: 12/01/2022

  Good Morning,

  We see that there is an active case for the customer that is currently being worked. At this time a final determination has not been made, the customer should have received written communication in reference to this complaint on 11/30/2022. Please note that you can receive updates from ******* directly, you can always respond to the emails sent to you, or reach her directly at *********************************** You should receive additional communication within the next 3-5 business days.

  Thank You

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

• Initial Complaint

  Date:11/28/2022

  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.

  On about Aug. 8th, 2022, I purchased wood flooring from LL Flooring at *************************************************. I was advised that in order to have my floors warranted I would have to use their third party floor installers (World Carpet, *************** I would have to *********** assessment, & the floor had to acclimate for at least 2 weeks. Assessment was completed by ****** (World Carpet). On 8/12 LL Flooring had received the assessment with no issues noted. Wood floor was delivered on 08/27 & was placed in the living room. Prep work got started on 09/7/22 (Removal of engineered wood floor and floor leveling). Installation of the floor began on 09/11/22. On Sat. 09/17/22 at about 7:30 PM. the floor was completed. On Sun. 09/18/22, I arrived at home at about 4:30 PM. When I walked into the house I noticed blue tape through out the wood floor. I asked my roommate what the tape was for?, and she responded the floor sounds hollow. At the time about 20% of the floor had tape. I began to knock on the wood planks and began to tape more areas. By the time of finished half of the floor had tape. I called ****** on Monday and explained the situation. He agreed to come over on Thursday. On 09/22/22 ****** and his partner showed up and assessed the floor. He stated he would have to return with a supervisor and advised the problem was not the installation but the wood itself. On 09/27/22, ****** arrived with **** (supervisor). By this time 75% of the planks had blue tape. ****** stated that the planks could be changed but **** stated that it would be more work and effort than if the floor was removed and new floor laid. I have been calling LL Flooring Since 9/21/22. I was told by ****** he had submitted a claim. I kept calling & no claim was submitted until Oct 22,22 when I spoke to customer service. I was advised that ******* was my adjuster. I have spoken to him once. Up to this day 11/28/22 I have called *******, **** his supervisor numerous times no return calls.

  Business Response

  Date: 11/30/2022

  Good Morning All,
  
  *********************** received an email update from her representative on 11/17/2022 stating that the proper documentation was not received by the installers to move forward with a resolution plan. More information will be needed to ensure we get a comprehensive list of the concerns that would need to be resolved. To ensure we look into all site,material, and install related causes, we are commissioning a Third Party Invasive inspection of the flooring. This request will be sent in today. The customer should hear from Inspect Solutions, the independent inspection company, soon to schedule a date and time for inspection.
  
  Additionally, the representative will be calling the customer to discuss next steps and actions on their case. Thanks all!
  
  Warmest Regards,
  
  ***************** (She/Her/Hers)
  Senior Supervisor, Installation Customer Care
  ***********************
  Tell us why here...

• Initial Complaint

  Date:11/22/2022

  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 paid around $20,000 in materials and installation, and our floors were supposed to be installed the week of September 12th, and we do not yet have a completed floor or a plan forward from this business. The products are fine, but their subcontracted installers are terrible, and LL Flooring has done an extremely poor job of managing the issues. We were supposed to have our flooring installation completed 10 weeks ago, but the first crew that showed up did not even have the proper tools to install hardwood. They left no expansion gap in the wood, so the floors were buckling by the end of the first day. The put down bad boards and didn't lay down the underlayment properly. They also broke our brand new front door. That flooring all had to be torn out and new wood ordered. That delayed the project from the beginning. The second crew that arrived did a better job, but they still botched the installation. They didn't prep the subfloors like their supervisor directed, so we have dips in some places and buckled boards in others. They also scratched our refrigerator with their air compressor and dragged our mattresses across dirty sub-floors. Without looking at the issues in person, the supervisor (***************** - All American Floors LLC) told us that any issues could be repaired. Our kitchen contractor went ahead and installed our new kitchen cabinets, and we had them templated for countertops. ***************** finally showed up 7 weeks after the initial installation date and said the floors could not be repaired, and the whole house (80% complete at that point) would need to be torn out and started again. It's now 3 weeks after that (10 weeks behind schedule), and we still don't have a floor or a plan forward. We have been without a kitchen the entire time, and our home remodel is 3 months behind schedule. Their customer care department confirmed that there was no problem with the wood itself. Our kitchen cabinets will have to be removed and installed again at a later date.

  Business Response

  Date: 11/28/2022

  Good Morning,

  We understand that the customer is frustrated with the process and apologize for any inconvenience this may have caused. We show the complaint is being actively worked by your case manager. We see that the customer called in prior to the holiday and requested a call back from management. We will ensure that the customer is reached out to by a member of management. As always the best resolution will be had by working with your case manager ********, she can be reached at  *******************************************.

   

  Thank You

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

   

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LL Flooring sold a product not made for sunlight yet knew there were 9 windows in a building of 480 square feet. I was told I should've read the warranty BEFORE buying the product. Read a warranty not provided at the time of sale and not include in any of the 24 boxes purchased. The flooring buckles from sunlight coming through the windows. I was told to cover up my windows to fix the issue. How is this an appropriate response? The 'customer engagement specialist' was rude and not concerned about my issue. I called into another store asking what flooring would be best for my building with multiple uncovered windows and the sales associate suggested the same luxury vinyl tile flooring I just purchased with this buckling issue. I will not recommend LL Flooring to anyone and continue to spread the negative word on how they continue to argue the warranty before purchase explanation. This pitiful way out is not posted anywhere online or at the store and just shows how they don't care about their customers. They have one less customer as of today and I'll be sure no one I know shops their stores or purchases any of their products.

  Business Response

  Date: 11/22/2022

  Good Morning,

  I appreciate the customers concerns with the warranty, the customer states that the warranty is not provided to you. On the receipt you receive in store it directs you on line to get the warranty - every product warranty is available to view on the website prior to purchasing the flooring. Each product displays the warranty, care and install directions easily accessible on the site. The customer product was sent for testing to ensure it met the standards required and it did. This information was shared with the customer. The customer can get a independent 3rd party inspection that they commission, should the third party inspection show a product concerns we will reopen the complaint and compensate the customer for the cost of the inspection and the flooring cost per the warranty. At this time the complaint has been completed. Again please note that the customer has access to the warranty/install/care guide prior to purchasing the product. 

   

  Thank You

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

   

  Customer Answer

  Date: 11/27/2022

  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.
  
  It was told to me this situation would be used in training their sales team in the future.  My $1,500 for flooring that cannot be put in front of windows or doors is useless to me yet will be used to help LL Flooring better educate and train their people.  This whole situation is very upsetting to me.  I will be sure to let others in my area know not to shop for flooring from this business.  
  

  This is yet another unresolved complaint on this business and I hope others take these issues into consideration when shopping for flooring  

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

  
  

• Initial Complaint

  Date:11/17/2022

  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.

  I had hardwood flooring installed by LL flooring in April of 2021. In August/September on 2021, the flooring began cupping causing the flooring to be uneven. There is a warranty on the flooring so I notified LL flooring and was assigned a case manager. I was told that the company who installed the flooring would be contacting me to set up a time to assess the floor. They never contacted me, nor did my case manager. I went to the physical store where we bought the flooring, spoke with the manager and eventually were able to schedule a time for the flooring to be assessed. Once that was done in December of 2021, another more intensive assessment had to be done by an independent assessor. This took several phone calls to the case manager and several months to schedule. This was scheduled in March of 2022. Once that was completed, it took several more phone calls to find out what was found and if my floor would be repaired or replaced. I was finally told in July of ************************************************* the installation and my flooring was to be removed and replaced. I was told to go to the store and pick out new flooring and then notify my case manager. I did this, however LL flooring has yet to refund me for the original flooring and put a balance on my account, so I cannot move forward with having the new flooring installed. I have repeatedly left several messages for both the case manager and management and have not received a return phone call. Throughout this process I have been given several timelines that are never met and I often have to make several phone calls and leave several messages before the case manager calls me back. I have also made several calls to management and have never received a callback. I am very frustrated, as the flooring was expensive and this process has been going on for over a year with no resolution. I have been told by the company that repair of my flooring is covered by the warranty, however the company has not honored what I was told and it is nearly impossible to reach them and get any tangible resolution.

  Business Response

  Date: 11/22/2022

  Good Morning,

  After reviewing the account I do see where we have been actively working this complaint. You should here from your case manager within ***** business hours, you can also email your case manager at *********************************** Thank you for your inquiry.

   

  Thank You

  LL Flooring Customer Care
  

  Customer Answer

  Date: 03/22/2023

  In March of 2020, I had hardwood flooring installed in my living and dining room. In September of 2020, I noticed that a large portion of the floor was "cupping". Since the floor was under warranty, I called LLflooring customer service and was assigned a case manager. Since that time, I have had an extremely difficult time communicating with my case manager (******************) and was left several unreturned messages for a manager to contact me. LLflooring did come out and inspect the floor and agreed to replace the floor. They sent me written documentation of that in December of 2022, however since then all of my emails and phone calls have not been returned. I did file a compliant with the BBB in regards to this same issue several months ago, and LLflooring assigned me a new case manager (**********************). The poor communication remains the same. The issue with my flooring has now been going on for over two years, and I am unable to reach anyone to resolve it. I have tried to communicate via phone and email, and they go unanswered. I am unable to reach any managers. I do not know what to do and LLflooring is in breach of their warranty at this point. When I spoke to the manager at the LLflooring store where I purchased the floor, he tells me that he cannot help and it needs to be resolved by the corporate office. I am hoping that the BBB can help me finally resolve this issue and have my flooring replaced as LLflooring has told me they would.

  Business Response

  Date: 03/28/2023

  We apologize for our failure in communicating with you on a timely manner. LL Flooring will proceed with the replacement of your 433 square foot nail down installation. Our representative, *********, will be sending you an email within the next 24 hours in attempt to schedule a call with you, at a time that is convenient for you, to confirm the product you have selected as a replacement and discuss the next steps to resolve this matter.

• Initial Complaint

  Date:11/16/2022

  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.

  On August 4, 2021, I had flooring installed by Rays Flooring, a subcontractor for Lumber Liquidators. Upon purchase of the product, prior to install, I received a one-year warranty to cover any issue with the flooring. On March 7, 2022, still within one year warranty, I noted the flooring to be buckling and pulling away. On that same day, I emailed and called the lumber liquidator store I purchased the product from. They agreed to replace the product, and on April 13, 2022, The flooring was replaced by Rays flooring. However, on September 7,2022, the flooring was noted to have failed again with the same issue as before on March, 7, 2022. Even though it was just outside of warranty from initial purchase, the company agreed to replace the floor. After No contact from the company, I called again October 4, 2022 and had the case escalated due to a lack of communication. The company then assigned a case manager and again agreed to replace the floor. On October 7, 2022, a case manager from lumber liquidators contacted me stating that they will replace the floor. After no contact, I emailed the case manager again on October 25 and called the company requesting more information. On October 31, the case manager reached out stating that they will replace the floor, and a contract was signed. After the contract was signed, there has been no further communication from the company. I have sent an email requesting information on November 14, and still no response.

  Business Response

  Date: 11/21/2022

  Good Evening,

   

  We can understand the customers frustration, we are actively working the complaint. A repair plan is in process and the customer should receive a call within 5 business days from the case manager. 

   

  Thank You

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

  Customer Answer

  Date: 11/28/2022

  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 has not resolved my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business responded stating that I would be contacted within 5 business days. However,  I have had no email nor phone contact from the case manager yet, leaving this unresolved. I can attempt further communication myself today in attempt to resolve this issue if needed. 
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business Response

  Date: 11/30/2022

  We apologize for the delay by our department, as we strive for timely communication.Our representative received a repair plan, as well as materials list from ************************. Upon receipt of this information, our representative contacted the store to build an order, in efforts to secure the product for the upcoming replacement of the flooring material. This information was provided to **************** via email Wednesday November 30th. We are currently awaiting the receipt of the materials to the local store, so they can be delivered to Mr. ******* home. Once the materials have arrived at the store, **************** will be contacted by our third-party delivery carrier to schedule the delivery of the materials. Upon confirmation that the materials are secured at his home,**************** will be contacted by ************************ to schedule the replacement.

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:
  
  I can confirm that the Lumber Liquidators agent has indeed emailed me as of this morning, and have reviewed the offer made by the business in reference to complaint ID ********. I do find that this resolution is satisfactory at this time, but will wait for the business to perform this action and fulfill the contract. If they do, I will consider this complaint resolved. However, if the company does not perform as promised I will get back to you at: *********************************************** or have this case elevated to the appropriate level. 
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:11/16/2022

  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.

  On 9/24/22 I purchased flooring and installation and paid cash on that date. The installation was to be in about 2 weeks time they called and stated that their installer had a family emergency I do understand they stated that they would contact me with a new install date. I was informed that the install would be November 16th to begin. At 10:06 this morning the installer called and stated he had another family emergency at which time I informed him that I had taken time off of work had torn apart my house so that he didn't have so much to move and I would not have any more time off until next year. I then called ***************** who was the salesperson who informed me just 2 days ago everything was scheduled and going ahead. I informed him that ***** had called me and canceled the install he said he would get back to me after he spoke with ***** I waited for 3 hours finally called back and got a hold of the manager **** who said basically sorry. I am 71 years old I saved for 9 years for this flooring and they're treating me horribly I need to turn this business over to the better Business bureau and see if they can assist me

  Business Response

  Date: 11/21/2022

  Good Afternoon, I can understand the customers frustration and we would like the opportunity to assist. We will reach out to the customer within *************************************************** the customer can feel free to call the customer care department at ************.

   

  Thank You

  LL Flooring Customer Care
  

  Customer Answer

  Date: 11/22/2022

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