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:11/09/2022

  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 and paid for installation on the flooring. The installer destroyed by carpeting and then refused to install the flooring despite the fact I had already paid for it. No has offered to replace the carpet that was destroyed.

  Business Response

  Date: 11/14/2022

  LL Flooring truly apologizes for this inconvenience. Upon receipt of this complaint through the BBB, we have opened a Casefile, which will be managed by one of our Warranty and Research Specialists. The ***** family received an email, from our ********************************* initiating this communication. Our specialist, ******, will work directly with the ***** family regarding this matter. We have also contacted the Professional Independent Contractor, ****************************, to discuss the plan to resolve this matter. ******* advised that they spoke with the customer on November 1st and were notified that the subfloor concerns discovered at the time of installation have been repaired by the customers private contractor. Due to this, ******* Installation and the customer agreed that they are ready to proceed with the installation of the flooring. ******* advised that they are reviewing their contractors schedule and will be contacting the customer to schedule as soon as possible. ****** will also be in contact with the ***** family to discuss this further and ensure they are satisfied with the results.
  Thank you.

• Initial Complaint

  Date:11/08/2022

  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.

  Quality of installation is poor. Adhesive left all over the floor. Sill nosing was not installed properly. Floor sounds like it's cracking when you walk on it. Cannot get an answer on repair. It should have been repaired immediately. Damage to cabinets and water line to icemaker

  Business Response

  Date: 11/08/2022

  Good Morning,

  We regret to hear the customer is frustrated with the process. We have an open case and the representative is actively working the account. A call should be received from ******* within 72 hours. Your representatives name is ***** and can be reached at *********************************.

   

  Thank You

  LL Flooring Customer Care
  

   

• Initial Complaint

  Date:11/04/2022

  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 a new product, Durvana flooring, from LL Flooring for our new home. We were told it was the most durable, scratch resistant product they had. By October 21, 2022, most of the floor was installed minus one room. On Oct 24, we started the clean-up work to ready the floor for installation of baseboards, when my wife noticed one of the planks was splintering. We informed the contractor to stop because we wanted to check the whole floor. After cleaning all the rooms and inspecting every room we found many planks with pieces chipping and a couple splintering. On Oct 27, I took all the material not used back to the LL Flooring and explained to the manager of the faulty floor. He understood why we couldn't continue and filed a complaint for us. He said someone would definitely get back with us. We explained that we were now in a difficult situation being our move in date was Nov 1, 2022. I called customer service the next day, Oct 28, to follow up, and was informed it was being assigned to a case manager. I called back Oct 31, and was told that a case manager will be assigned. I called back Nov 1 and was informed the case manager was working the late shift. ***** did call that evening. She was very pleasant. I explained the issues and shared the pictures. I mentioned that I hired a contractor for the installation of the floor. She informed me that within 48 hours they would give me a response. ***** emailed me to inquire about how the material was installed. On Nov 3, my contractor responded back to her. Nov 4, I emailed ***** twice to follow up. She responded back that they need a sample of the defective floor, and it will take up to two weeks to process. I immediately responded within 5 mins and got an out of business reply. She had replied at the end of her shift with a copy and paste email with no details. We thought this would be resolved within days. Now just to process a sample it's up to 2 weeks? We need this resolved ASAP for move in.

  Business Response

  Date: 11/08/2022

  Good Morning, We are currently working a complaint for the customer. There are several steps to the warranty process and the representative was in communication with the account holder on 11/7/2022. There was a request to do samples but the customer did not have enough material, the customer was also advised that we could commission a third party inspection  - the customer felt this would be too long to wait. We then offered a few free boxes for individual board replacement. In order to assist the customer correctly we do have to validate the flooring issues. The warranty clearly advises that we have to be able to validate that it is a manufacturing concern in order to provide a refund as the customer is requesting. In order to validate we need to be afforded the opportunity to test and or inspect the flooring. Your representative is ***** and she can be reached at ********************************* You will receive a follow up call within 48 hours.

   

  Thank You

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

   

   

  Customer Answer

  Date: 11/08/2022

  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.
  
  Thank you for response. We did appreciate the call from ***** on 11/7/2022. But actually, we didn't feel a third party inspection would take too long. We actually requested an inspector to come look at the floor since the beginning of our conversations with *****. What we felt would take a long time is the sending of samples to their lab in Virginia for inspection and waiting up to to 2 weeks for results. We also didn't understand if the samples had to be the defective planks which could cause more damage to the rest of the floor when taking them out. She explained that the samples were not of the installed floor. She said because of our time constraint, LL Flooring could give credit for replacement planks. She even provided a how to video on wood plank replacement. But the video is for a product we don't have. We inquired with the contractor said the best method was uninstalling all the planks to reach the defective ones and then reinstall but that  this could cause damage to some of the other planks. In review of all the work needed to be done, we emailed ***** today, 11/8/2022, that we don't feel confidence with this new type of flooring. We would prefer to uninstall and return the Durvana flooring and receive store credit to purchase a different flooring product. Upon sending the email, we received an out of office reply and are now waiting for her response to a credit request.
  
  Regards,
  
  *********************************
  
  
  
  
  

  Business Response

  Date: 11/14/2022

  Hello, 

  Thank you for your inquiry! After review, the consumer was contacted on 11/10 and received no response. Communication moved to email to not delay the case. A callback was offered to the consumer today to review the case file and offer options for resolution. Please let us know if anything further needs to be addressed.

  Senior Escalation Team

  LL Flooring, Inc.

  Customer Answer

  Date: 11/16/2022

  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.
  
  [Yes, I unfortunately missed *****'s call on 11/10/2022.  But as soon as I noticed, I returned the call and was sent to voicemail. I tried calling 3 times and sent emails on the same day Thursday, 11/10/22 requesting a call back.  No call was returned.  I tried again Friday, 11/11/2022.  3 calls and several emails, but no call returned. Finally on Monday, 11/14/2022, I called twice and finally she returned the call in the afternoon and apologized for the missed communications. She provided a few options for resolving the case. She suggested I think about it and get back with her. On the following day, Tuesday, 11/15/2022, I emailed her that we decided to move forward with the third party investigation.  She replied that same day that she would processed the request.  She mentioned that they would contact me directly to schedule a site visit within 3-5 days.  I am anxiously awaiting for the inspector to call and schedule the visit.]
  
  Regards,
  
  *********************************
  
  
  
  
  

  Business Response

  Date: 11/17/2022

  Hello, 

  Thank you for your inquiry. On 11/14, the consumer was contacted and the options for resolution were reviewed. The consumer decided to perform a third party inspection. The same day the action was determined, the inspection request was sent. Once the results of the inspection are received, the consumer will be contacted to discuss the next steps of the warranty process. 

  Senior Escalation Team

  LL Flooring, Inc.

  Customer Answer

  Date: 03/21/2023

  We bought the Durvana Flooring 10/2022. It was hyped up as non scratch, durable, and with warranty. We had a claim with *****. We had an inspector come out, but he put incorrect information on the report stating that we told him why our floors were chipped and used that false information as being the reason of why our floors are chipping. We called LL Flooring when we received the report because it was a flat out lie and seemed the inspector confused our home with another he had done while in town. They contacted the inpection company. They then changed it saying they could not determine the reason for our floors chipping. It stated consumer wear and tear and poor install. How can it be both? It just contradicts itself. With the changes made, the inspection report is unreliable. We want another inspection done. Someone unfamiliar with the inspection visit *** have made the changes. Then unexpectedly, *****, the claims specialist sends an automated email in response to an email we sent asking why we haven't heard from her to discuss the report only to say she is no longer in that position? What kind of company leaves their customers in the dark? Her email says to just contact customer service nothing about being transferred to another specialist. Instead of emails of asking what is the best time to call, why did she not pick up the phone and call? They know we are waiting anxiously for a call back. We want another inspection done because the first one was tainted with a lie and we don't know if changed by someone other than the original inspector. We want a resolution to our case.

  Business Response

  Date: 03/22/2023

  Good Morning,

  I understand the frustration you are dealing with based on the information you have shared. We did reach out to the 3rd party inspection company that completed your inspection. As you stated it was updated and corrected. Please note we have no access to change the inspection report as they are not performed by our employees. As a customer, you have the right to a second opinion if you have concerns with the inspection. At this time you would commission your own third party inspection. Please note that the person has to be a licensed inspector and the license number should be included on the inspection report so we can verify it. Once you get your inspection report if it contradicts the one we had done, please share those results with us and we will be happy to review and take further action necessary. The results can be sent to ********************************** and we will reach out within 72 hours of reading your report.

   

  At this time we consider this complaint as closed, if you send in your inspection we will reopen and review.

  Thank You

  ******* - Sr. *********** *************
  

   

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It is a real shame that LL Flooring does not care enough about repeat customers to help them.  Over the last 10 years we have spent thousands on their product so we had no reason to think this new Durvana product would be so bad. The treatment we have received by customer service has been appalling. We spent months delaying our move in and putting our other home for sale to see the floor in our new home refunded or replaced with another option from their store.  So, no, we don't have a budget now to hire a licensed flooring expert for a new inspection. Our budget went to maintaining two homes for months while LL Flooring took their time avoiding contact with us. Since then, we've read the other complaints of this happening to everyone else that has had issues.  After reviewing those complaints on the BBB website, we realize that that is their attitude toward everyone that needs assistance with their nonexistent warranty. ***** didn't even have the decency to call us to review the inspection or to even tell us they had closed the case.  BBB, please keep this post on your website so others that are doing their due diligence on researching LL Flooring before purchasing will be warned against doing it.
  
  Regards,
  
  *********************************
  
  
  
  
  

• Initial Complaint

  Date:11/03/2022

  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 flooring in March i believe of 2022 along with the installation of first floor and stairs. We did the stairs ourselves because the team they used was less than par. We didn't trust them. They installed first floor. They didn't remove all the nails. We had a popped nail come through the flooring. They tried saying we did it. Not true we didn't it took 3 months to get it fixed after the back and forth.When they did the installation they broke our island trimming that we have to replace. They should replace it to! It was so fusterating. We now have a complaint regarding the floor isn't connected in an area it needs to be fixed when you walk on it one side pops up. You know it's not connected. I sent an email to the women ********* we dealt with initially telling her about the issue with pictures and that we want it fixed. Didn't hear from her yet. I called again I was told a supervisor would reach out to me still haven't heard anything. I'm mad and angry about my flooring. I was told I had a warranty with the life of the flooring. Yet, no one contacts you. You have to contact them repeatedly. This is insane on almost a ***** flooring. I want it fixed!!

  Business Response

  Date: 11/07/2022

  Good Afternoon All,

   

  Per our records, your initial concerns were addressed in a repair completed in September. As you mentioned new concerns below, a new case has been created and is currently assigned to our administrator. You will be receiving an email requesting photos and more information surrounding this matter. Once you respond with the requested information the case will be assigned to a warranty specialist for further action and review. Thank you for your continued understanding and patience as we work to mitigate these concerns. 

   

  Warmest Regards,
  
  ***************** (She/Her/Hers)
  Senior Supervisor, Installation Customer Care
  ***********************
  
  4901 ****************, ******** ** 23230

• Initial Complaint

  Date:10/25/2022

  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.

  Original complaint# ********: On or about January 2022, LL Floor installed ceramic tile floors in my living room, dining room, and hallway. The cost for supplies and labor was $5,959.79 Ever since the install, a white substance is growing on the cement grout. When cleaned, the substance returns. I have called and emailed LL Customer Engagement Team several times with some response, but now I am getting no response or contact.*Update: I have called and emailed LL Customer Engagement Team several times, they instructed me to clean the grout while they look for grout sealer... This is an unacceptable solution. I would like them to professionally clean and seal the grout or remove the ceramic tile floors they installed in my living room, dining room, and hallway for a full refund.

  Business Response

  Date: 10/25/2022

  Good Afternoon,

   

  We re sorry to hear that the customer is experiencing issues. I do see an active case in the system for the customer. The representative handling the case is ******* and she can be reached at *********************************** Your representative will contact you within ***** hours but you can feel free to contact her for any updates or next steps.

   

  Thank You

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

  Customer Answer

  Date: 10/26/2022

  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.]I am not satisfied with this resolution because it has been offered before with no results. I would like to keep this case open until it is resolved with acceptable results.
  
  Regards,
  
  *********************************
  
  
  
  
  

  Business Response

  Date: 10/27/2022

  ******* as well as the ********************************* that was contracted to install the tile, have investigated the matter and determined that the topical residue is called efflorescence. This is caused by a high calcium content at the site, which can appear on tile flooring installations. Since tile is porous, the moisture from the slab can transmit through the grout. When this moisture dries, calcium crystals are left behind. The installation company and LL Flooring have agreed to absorb the costs, as a goodwill, for materials and labor to seal the grout lines to rectify this concern. *********************** will be contacted to discuss this resolution further, and should she accept, will receive an Agreement Letter to document this resolution plan. 

• Initial Complaint

  Date:10/24/2022

  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 have had no satisfaction with completing work from LLflooring and their contracted installer. I have had too many phone calls and emails and still have not had a final resolution to the problem. They are never available, do not call back nor reply to emails. Customer # *******

  Business Response

  Date: 10/24/2022

  Good Afternoon All,

  I was able to communicate with the customer today on their concerns with the settlement agreement presented. I have issued the customer an amended agreement with the changes they have requested and am awaiting the signed document to process the credits back to the customer. Please let me know if further information is required. Have a great day!

   

  Warmest Regards,
  
  ***************** (She/Her/Hers)
  Senior Supervisor, Installation Customer Care
  ***********************
  
  4901 ****************, ******** ** 23230

• Initial Complaint

  Date:10/20/2022

  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 ordered flooring from LL flooring last October. The company sub contracted with an outside source. The actually flooring itself is in good condition but the contractors who installed the flooring didnt level it out. We had removed a wall and were told that they would fill the gap on the floor and it was not done properly. We immediately noticed the issue and brought it up to the owner of the company and was told that it was leveled properly with material to fill the gap and the flooring was allowed so much of an unevenness since it is a vinyl plank it would be ok and it will be fine in a few weeks. I gave it time hoping it would resolve itself and just progressively got worse over time. I reached out via email in mid July asking what I should do about the situation and they basically told me to contact the installers myself. Hesitantly I did so. After a few weeks they finally came out and the owner of the company told me that its a manufacturer issue not an install and it needs to be fixed because hes never seen a floor have so many issues. They also had us buy $900 in padding and they never used it so we ended up returning after the project was finished.. This was about 6 weeks ago and I keep getting the run around from everyone. We spent about $9000 on this project and it looks like someone with little experience did it. I used LL flooring about 6 years ago with my last home and everything was fine thats why I went back to the company in hopes they would do a great job again. There were several other issues along with this project but those arent my main concern. I feel like the company just wanted to let my warranty lapse so they wouldnt have to do anything. We really want this job resolved or be refunded for the labor since it will have to get fixed.

  Business Response

  Date: 10/20/2022

  Good Evening,

  I can understand the customers frustration, please note there is an open complaint. I do see that it is actively being worked and your current case manager is *******. ******* should contact you within 48 - 72 hours with a update.You can also feel free to contact ********************* email at *****************************************
  

   

  Thank You

   

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

   

  Customer Answer

  Date: 10/21/2022

  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 reached out Monday ***** and ******* told  me hed reach out by end of day. No response as of yesterday *****. I emailed again asking if hed like more information and still no response. 

  Business Response

  Date: 10/21/2022

  I can understand the customers frustration, please note there is an open complaint. I do see that it is actively being worked and your current case manager is *******. ******* should contact you within 48 - 72 hours with a update. You can also feel free to contact ********************* email at **********************************

• Initial Complaint

  Date:10/18/2022

  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 bought the flooring for our rental in ***************** on 10/9/21 Sales order No 136021429..The Floors were installed on 10/22/21. We have received many complaints from guests about the condo floors being dirty ,because of this we have to send many gift card and discounts .The all said have black feet from dirty floors,. Initially we blamed on the cleaning crew , but upon arrival to our Condo on 9/15/22 ,we have realized that when we cleaned the same surface 3 times the mop was still showing like it was not cleaned. We contacted the local store they refer us to Corporate ,where our complaint was dismissed because they say that we were cleaning with a combination on 1/4 of vinegar and 3/4 of water was not what they recommended .This was a recommendation expressly given to us by the 2 distributors the one from ******* where we bought the product and the one at ***************** where it was picked it up .We instructed our cleaning crew on how to clean it ,following your company advise. How is it that now they say that the corporate said that they never recommend this .What kind of company is this? We request our money back for the flawed material they sold to us plus the installation.

  Business Response

  Date: 10/19/2022

  Good Morning, I understand how this can be frustrating for any customer. Please contact our customer care department and we can create a warranty claim and review - please note that the warranty does provide care instructions and recommended cleaner. Please call us at ************ at your earliest convenience our hours are 8am to 9pm eastern time.

   

  Thank You

  LL Flooring.
  

  Customer Answer

  Date: 10/21/2022

  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. Your answer is the same you give to everybody .You sell products that underperform and then when there is a problem with it, you just say that there is no warranty for anything that you sell. 
  
  Your response was the same I was given before .I just know that I will never buy from LL Floorings (your new name after Lumber Liquidator had so many quality problems you had to change your name) again nor I will recommend your product or company to anybody. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  We purchased Morningstar bamboo flooring from Lumber Liquidators in April 2016 and have a 30 year warranty. We started having cracking in our bamboo boards and lifting of some boards that was installed by them. There has been class action lawsuits for this same issue, so we called Lumber Liquidators, now LL Flooring, a month ago asking about the warranty. The lady (********) told us she could not find our info and asked when we purchased. We told her the date because we have all the invoices and she said this was in their old system and they dont have the records in their new system. She asked us to send our invoices via email, which we did and she has never responded. We contacted her several times throughout the month with no response, even asking if we need to speak with someone else.

  Business Response

  Date: 10/19/2022

  We apologize for the delay in communication from LL Flooring to Mr. and ***************. We have located their account as well as their purchase. One of our Warranty Research Specialists, *******, will contact Mr. and *************** to discuss their flooring concerns, as well as the details regarding their product warranty and Class Action with the flooring material purchased. 

• Initial Complaint

  Date:10/17/2022

  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.

  DATE OF TRANSACTION 9/10/2019 AMOUNT PAID $14,512.95 WHAT THE BUSINESS COMMITTED TO PROVIDE Demo, Flooring and Complete Grout WHAT THE NATURE OF THE DISPUTE IS I filed a claim with them back at the end of August and it is October 17th, 2022 with no resolution to our grout issue. The grout is deteriorating in multiple places and needs to be repaired under warranty.WHETHER OR NOT THE BUSINESS TRIED TO RESOLVE THE PROBLEM ************************************ was a woman who reached out a month later after I spoke to someone on the phone and sent photos of the issue. She said she was going to connect with someone and have them come out, this never happened and here we are 2 months out with no resolution.ORDER#******** ************************************************ **** ********************************************************

  Business Response

  Date: 10/18/2022

  Good Evening,

  We can understand the customers frustration. I do see the customer was contact 10/18/2022. We are actively working the complaint and all inquiries can be directed to your case manager *******************************, *************************************

   

  Thank You

   

  LL Flooring Customer Care