Complaints

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

close

Find a Location

LL Flooring has 360 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  9990 Robious Rd N Chesterfld, VA 23235-4836

• 

  LL Flooring

  7311 Grove Rd Ste N Frederick, MD 21704-3300

• 

  LL Flooring

  9902C Pulaski Hwy Middle River, MD 21220

• 

  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:09/20/2022

  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 purchased the flooring through the LL Flooring location in **********, ** and had the flooring installed directly through LL Flooring. In less than one year, the installed boards do not match up with gaps and uneven edges between boards and the flooring sags in multiple places. I opened the initial claim with LL Flooring on 12/30/21 and had initial communications back-and-forth until we had the first inspection 3/2/22, followed by a second inspection on 4/16/22, which was followed by a third inspection with a third-party inspector on 5/13/22. Since the third inspection, I have not been able to get in contact with anyone at LL Flooring for any updates. I continue to call the customer care line and reach out directly to my case manager (his managers and supervisors) through their direct extensions and emails. Despite the many attempts, I cannot get through to anyone for any actual information. I have been trying to get an update and would like a refund on the faulty product and/or installation. Reference - attempts at contacting LL Flooring since 5/13/22: 5/25, 6/3, 6/9, 6/13, 6/16, 6/22, 6/29, 7/7, 7/12, 7/15, 7/20, 7/22, 7/23, 7/25, 7/27, 7/28, 7/29, 8/1, 8/3, 8/5, 8/12, 8/13, 8/16, 8/19, 8/24, 8/25, 8/29, 9/1, 9/7, 9/9, 9/20.

  Business Response

  Date: 10/06/2022

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines.  At this time, the consumer can expect to be contacted by their case representative for further assistance.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased finished hardwood steps and risers along with bedroom and hallway flooring. The bedroom and hallway were installed with the steps being put in last. When the steps went in the flooring that was installed had no finish on it. I called the company (*****************-store manager) and was given options to fix the problem of reordering or a refund because LL Flooring said that they would not put a finish on the flooring. I thought the steps would be finished after they went down since these were different pieces than the other flooring ordered, but the installers told me that they would not finish them either. I had to find my own company to put a finish on the unfinished floors. I paid for and ordered finished floors. The bedroom and hallway came finished. The steps were not. This was the week of May 26, 2022. It is now September 16, 2022. When I call customer service the person (**** ************) that has been assigned to my complaint is always out or unavailable. I was left a message on August 5, *********************************************************************************************************************************** customer service. I heard nothing for a month. When I called on September 2, the person handling my account was out. I have the additional cost of having to hire someone else to fix their mistake. I want my money refunded for all parts of the steps.L/M customer service **** no return call L/M customer ********** no return call L/M customer *********** no return call L/M customer ********** no return call

  Customer Answer

  Date: 10/05/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LL Flooring regarding complaint ID ********.
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 installed new vinyl flooring, using their installer, in my kitchen. The flooring is now buckling and failing. We contacted LL Flooring in February of 2022 to make a warranty claim. They sent an installer in April 2022 to inspect; he concluded that the floors needed to be removed and replaced. They did nothing. On August 9, 2022, after repeated calls and emails, they decided to send an "impartial" installer to inspect. (The first installer was theirs, not mine.) It's now mid-September, approximately 7 months later, and LL won't answer my calls or repeated emails. They keep transferring us from one rep to another. We simply want the company to honor their warranty, either by repair or refund. Customer complaint Number ************** help would be appreciated.

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Subject: Case# ******** Two color kitchen flooring Today is day 18 since my kitchen floor was installed on August 24th.I notified the store in *******, ** of the issued immediately and he did report it to his area manager. Floor is 1/2 brownish other 1/2 grayish white I have attached the time line of my everyday calls, emails, text to them . Also a photo. I have submitted to them all that they have asked if me. I purchased this flooring in ************* but the store cannot really help,the emails all come from their corporate office. I sent a letter today to the *** (copy attached)with all my information and photo. The problem is communication, very poor on their part. I think the problem is with the ************* I need them to come here to fix this floor.

  Customer Answer

  Date: 10/03/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LL Flooring regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/10/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 2 problems with LL Flooring. Chip in floor and install charge for transitions 1. Purchased hardwood floor from LL Flooring on 5/23/22. Install done by *** at BM Flooring on 6/10/22. *************** picture of chip in floor to store mgr. in ***************, on 6/12/22. Never heard back, so I emailed the vice president of installed sales, ****************** on 7/7/22, notifying him that the installation fell below my expectation. We never did a final walkthrough nor did I sign anything. I was never provided with the Installation Completion Form. On Friday, July 8, 2022 I received an email from ****************, Customer Resolution requesting pictures which I emailed that day. On Monday, July 11, I received the same email from *********. Told her that I had already emailed pictures to *******. Heard nothing from her. ****** from customer service left me a voicemail. I reached out to her twice but heard nothing.2. I was charged $150 for transitions that were not used. On 6/20/22, I emailed ************** at the *************** store requesting a refund. ***** told me that it was a common misconception and that the charge was for installing THROUGH a doorway. On 6/21/22, I sent ***** pictures of the patio doors, explaining that there were no rooms on the other side of the doors, so they did not have to install though any doorways. Also requested $150 refund but heard nothing. On 7/29/22, I received an email from ******, Coordinator, Installation Projects notifying me that he reached out to BM Flooring and was told that the team had to custom cut around the doorways. I notified him on 8/18/22 that *** (not a team) did not have to custom cut around any doors since there was enough space between the pad and bottom of wood door frame. When **** came down to measure, he also stated that there would be enough room between subfloor and bottom of door frame to to this. Amazes me that a store with millions in sales is not willing to refund $150.

  Customer Answer

  Date: 10/03/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LL Flooring regarding complaint ID ********.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Aug 4th, LL Flooring subcontracted installers to install about 850sf of underlayment and hardwood floor to replace carpet on second floor. Prior to installation an installer manager came in mid-July and spent barely 10 minutes in the house not measuring anything. Paid about ****** for materials and installation. Installers did not check for humidity level, cut all wood and corner kick INSIDE the house leaving everything dusty and air ducts are quite dirty now, cut door frames way too high leaving unpleasant gaps all over the second floor, left gaps in floor and installed poor transition into a bathroom, some floor boards are high and get caught when walking (particularly the step edge, trip hazard). Damaged a wall leaving exposed metal corner edge and refused to repair. Used finishing nails all over the surface, poorly aligned board leaving gaps, did not use underlayment on the entire surface (obvious in some areas, and also they had 1.5 rolls remaining at end of job). They rushed thru the job, and were done around 2:30pm, and only swept the floors and left many nail heads exposed. I am in contact with LL Flooring to address this issue since August 8 and there has been no movement other than them accepting pictures I sent and no one has come over to assess and propose a solution. I have a contact at HQ who has spoken to me once, and made promises to follow-up about three weeks ago that have lead to no-where up to today. Clearly, this crew is able to leave work done as a DIY, not as a professional crew. Case #: ********.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This is what I sent LL flooring. I contracted with them to level 2nd floor with subfloor and instsll vinyl flooring. I complained immediatly after install. I filed another complaint and reached out 4 times in the past 3 weeks with no communication. This company is ignoring me. I hired them because they said they could level the floor they did not do that. I paid around 5 k in sept 2021 and like I said have filed several complaints since the install. this is what I sent them plus photos and video In the first few pictures with the blue tape and yellow level those were taken a day after the install and these were my original complaint this was before the floor started to pop and come apart. I. My first complaint I asked why a second threshold was placed at the bathroom entrance rather than bringing the flooring to the bathroom threshold. You can see the one bag of leveling substance in the huge gap that was left between the double thresholds. The installer told me this is normal which I know it is not.I paid for 12 sheets of subfloor which were not used. One bag of leveling cement was used, for about 480 square feet. It did not level out the dips and potholes in the floor which is why the floor is popping and flexing. This would have been avoided if the subfloor which I purchased was actually used. I am sending video of the flooring as well as photos. To best understand the flooring problem, I need a representative of LL flooring to come to my home and walk on my floor to feel the dips and potholes in the flooring. This is hard to take a photo of. When one is walking on the floor you can feel an immense amount of flexing beyond which is acceptable for this type of flooring.The floors are beautiful and I would love them if they were installed correctly. I am asking that these floors are re installed correctly with subfloor like I originally paid for and expected. please note I have video of the floor flexing and popping too which I am unable to upload here

  Customer Answer

  Date: 09/28/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LL Flooring regarding complaint ID ********.
  
  Regards,
  
  *******************

   

  The install company responded(not LL FLOORING) and came to my home on sept 26 to assess the floor. I am waiting for them to call to schedule a time for repairs to be made. So they responded, however the complaint is not yet resolved, and I will let you know as soon as they (hopefully) repair the floor. I have had no coorespondance with the LL flooring representative no calls or return emails from the rep ********************** since Sept 19.

  
  

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Attached in the invoice for our new floor that was installed by LL Flooring.We were charged $577.50 for disposal of the old carpet. This charge should not be included because we disposed the old carpet.We called the company and they said they would look into it but have not heard back from them.They are not answering our calls or emails.Please can you help us with this. I do not understand why they would charge us this when we disposed of the carpet.Attached is the invoice with the charge circled.Hope you can help us Thank you

  Customer Answer

  Date: 09/26/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LL Flooring regarding complaint ID ********.

  We have attempted many times to contact LL Flooring. I did talk to a Rep and they were going to review and refund the custom dump fee which is $577.50

  After 4 months, they have not refund the dump fee.

  ******:  ************

  Corp #: **************

  *******:  **************  X0177

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

  
  

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising 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 our flooring from LL Flooring in April 2022, and it was installed the week of May 8, 2022. LL Flooring in **********, **, told ** RW Flooring (they came to measure our home's square footage so we could order enough product) would be doing our installation, but a third contractor, ***** Flooring, completed the installation. By the weekend of May 14, the day after the installation was completed, we found nicks and pieces missing from a few boards as well as a dent in our brand new Bosch refrigerator. We opened a claim on May 16, 2022, with LL Flooring as our product has a lifetime warranty, and we have a one-year installation warranty. LL Flooring sent ***** back out by May 18 to fix the bad boards. My contact with LL Flooring regarding our refrigerator began May 16. ******* emailed May 16 asking for pictures of the damage to our refrigerator, and I sent them to her on May 19. I didn't hear back from her until June 13, and in her email, she wrote: "By now, you should have been asked several qualifying questions that will help us better assess your concern and ensure the correct resolution is provided. If for some reason all of the questions were not answered, we will send you courteous emails as well as phone calls to remind you to provide this information. Also, please submit a minimum of **** photos of which 1-2 will be from a standing position showing a complete overview of the floor. "I had not been contacted since responding to her May 16 email on May 19. On June 17, I responded to her June 13 email, and she never responded. I followed up to LL Flooring's general customer service on July 18, and they emailed back the same day, writing they had forwarded my email to ******* and asked her to contact you about your case with us." I responded saying they needed to address our damaged boards (we'd since found new ones and I had emailed those concerns to ******* in the June email) and refrigerator by the end of July. I have not heard from them since.

  Business Response

  Date: 09/15/2022

  Thank you for contacting us, we regret to hear about the consumer's concern.According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines.At this time, the consumer can expect to be contacted by their case representative for further assistance.

• Initial Complaint

  Date:08/27/2022

  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 over **** to have floors replaced with vinyl planking. We were in a tight schedule, and were told a team of 6 would be there for 3 days to install. On install, 3 men showed and did everything from demo to completion in 8 hours. 900 sq ft. Within days we noticed it was buckling and chipped. Contacted local store in ******** ** who sent a different installer out. *********************** took a **** load of pictures and said it was done completely wrong and it would all need to be redone. He would contact the store. 2 weekslater, Never heard from store, reached out to them and they said the were still waiting from response from installer and what he found. So we contacted corporate. After a run around we were connected with ****** She asked a bunch of questions about how we care for floor etc, and said she would look into it and get back with us. 2 weeks never heard from her, so staryed calling everyday and getting voicemail, leaving message but no return call from her. Left a message saying *********************, contractor sent out and took pictures has all the details. His information is with the local store for he is an installer for ******** **. We received an email, saying our case was going to close if we did not provide pictures and etc to determin root of problem. Yet we can not get anyone to call us back. ********************* has our datils of the problems including pictures. Our next step after this will be legal action and notifying everyone on social media what a horrible company this is and not to use them.

  Business Response

  Date: 09/22/2022

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we are in review of the consumer's flooring conditions in accordance with our product and installation warranty guidelines.At this time, the consumer can expect to be contacted by their case representative for further assistance.