Complaints

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

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  LL Flooring

  4901 Bakers Mill Ln Richmond, VA 23230-2431

• 

  LL Flooring

  9990 Robious Rd N Chesterfld, VA 23235-4836

• 

  LL Flooring

  830 County Road Elmira, NY 14903

• 

  Lumber Liquidators

  182 Tri City Road Somersworth, NH 03878

• 

  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:08/04/2022

  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 installed a hard wood floor at my residence on June 3rd, when they left my wife and I noticed scratches dings, and glued in piece. Called the store and they forwarded pics to the main branch, called numerous times emailed numerous time just to get the run around , cost was around $5000.00

  Business Response

  Date: 08/09/2022

  Thank you for contacting us, we regret to hear about the consumer's.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.

  Customer Answer

  Date: 08/15/2022

  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,
  
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:08/02/2022

  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 flooring and installation services from LL flooring, total project about $16,000. This is a continuation of the same flooring and stairs already installed by same company downstairs, continuing up the stairs, into 4 bedrooms. I was advised that almost the same material is available to match existing flooring. The installation full payment was required prior to product delivery. I have never paid for work that has not begun before. RED FLAG. The install crew came on a Monday, on time, began demo and installed 1 room only to let my husband know they think its the wrong flooring. They quickly confirmed LL delivered the wrong product. Store quickly was able to find our flooring and deliver the following day - but now we needed 4 more days for acclimation. The crew came the next day to finish demo. They returned on Friday, after the new flooring acclimated and continued install in the bedrooms. At some point that morning, they also installed the stair flooring. My husband was home, and didnt even know they started on the stairs. He was only called over after the stairs were done. The stair nosing installed overlapped the floor instead of flush to the step. Prior project included stairs in the house. The installer saw the other stairs noses were flush yet proceeded to install 10 stairs with a different product. At this time, the only unfinished work is the linen closet w 2 stairs which I asked them to stop as the stairs look horrible. I met with the store associate that day 7/22 but the manager was not available. The associate confirmed the stair nose ordered was different from the original Project. The flush nose product is a available and should have been ordered by the store. I came back and met with the manager on 7/25, sent pictures for him to include to LL Flooring corporate. Today 8/2, Im being asked to pay for new product to get their issue resolved. The project is unfinished. Corp wont return calls and store has zero customer service sense.

  Business Response

  Date: 08/09/2022

  Thank you for contacting us, we regret to hear about the consumer's.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:08/02/2022

  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.

  I had floors and baseboards done. The baseboards are coming from the wall. I have trying for months to get this repaired and I keep getting the run around. I just want this repaired replaced something. I don't hear from them then when I do it's always we are giving the installer until tomorrow to reply. It has been tomorrow tomorrow tomorrow. When is today coming. I didn't pay all this money to look at baseboards coming apart from the walls.

  Customer Answer

  Date: 08/30/2022

  [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,
  
  ***** Franklin
  

• Initial Complaint

  Date:08/02/2022

  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 was to fix flooring based on contract and use water proof methods in the kitchen. It was not sealed so humidity will be a problem AGAIN and ruin the flooring. They poorly painted chips when according to contract boards were to be replaced. When fixing boards they uplifted other boards.

• Initial Complaint

  Date:08/02/2022

  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.

  I purchased flooring on April 13, 2022 for a ********** property from LL Flooring. We picked up the flooring and left it in the house for a week before installing. Once our contractor installed the flooring, we noticed the edges begin to peel up, corners tear off and just didn't look flat or smooth. This is a cheaper luxury vinyl plank flooring and would not last a life time but it should at least survive installation. My partner, ***, began to call in June to tell them the issue, we sent pictures and was told someone would contact us. ******* from LL Flooring called and said I would need to call and talk to her since I had purchased the flooring. Beginning July 5, 2022, I called and was sent to voicemail. ******* called back several days later around 6:00pm est. I was not able to take the call so she left a message. I called again and left a message, several days later ******* called late in the evening and missed her call again. I called back and asked her to set a time for us to speak, she never did, I called several more times and even put on hold and told ******* would be right with me. I waited on line for 30 minutes and no one picked up. I called back and was told ******* was available and she did not get on the phone so the operator tried to cover it up and said the only thing she could do was forward an email for someone to call me. It was clear she was not going to get on the phone with me. I still have not received a call, email or text. It has been well over a month and I need to resolve this issue to put the property on the market to sell. This delay is costing me thousands of dollars not being able to market and sell this property. They have not made a good faith effort to resolve this issue.

  Business Response

  Date: 08/08/2022

  Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, several attempts of contact were made to the consumer. As of 08/04/2022, we have spoken with the consumer to advise of our warranty case file investigation process. At this time, we are in review of the consumer's flooring concerns in accordance with our product warranty investigation as we are awaiting the quality analysis results of the product in question. Once we are in receipt of the results, the consumer can expect to be contacted for an update to further advise. 

  Customer Answer

  Date: 08/12/2022

  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.]   The representative set the process in motion to examine the LL Flooring product, which they said would be needed to be determine manufacturer quality, however, it does not resolve the issue to me as the customer and consumer.  The ******************** did not survive installment even though all the necessary processes were done by our GC to insure a good installment.  
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:08/02/2022

  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 my floors installed in 2020 there was a concern about the floors. They were separating. LL Flooring send a contractor to repair the floors in 2021. LL Flooring did not repair them correctly. About a month later they started separating again. I called and told LL Flooring the issue. They sent an independent contractor to come look at the floors again. The independent contractor said the problem is the way the first installer laid the floors. I have been in touch with LL Flooring for 4 months now and they are telling me I have to have the floors ripped up and all new flooring has to be installed. I have to pay for all the new flooring which I think is ridiculous. This has to do with the way the original installer installed the floors. My problem is LL Flooring should be responsible for the entire project not just the installation. Plus they are taking so long to get back to me.

  Business Response

  Date: 08/10/2022

  Thank you for contacting us, we regret to hear about the consumer's.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:07/28/2022

  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.

  RW Flooring is the subcntractors for Lumber Liquidators. They were to complete and repair the work they did for me back in May of 2021. This past year has been spent calling and emailing them with little or no response. In December, they actually got measurements and were to order materials. When they came in, they were to call and schedule a time to come out and perform the work. They never did. Now it is July. Someone finally did call to schedule a day to do the work. They were supposed to be here on July 5. No one ever showed up and messages left on voicemail received no response.

  Business Response

  Date: 07/08/2022

  Customer has complained against the wrong RW Flooring company. I am not affiliated with any of lumber liquidators installs. I am only based out of Northern ******** and have never had a customer by this name. My company name is RW Flooring Installs LLC. The company name that lumber liquidators uses is RW Flooring LLC and they are based out of ******** with multiple locations. Please remove this complaint as this has nothing to do with my company.

  Customer Answer

  Date: 07/21/2022

  I do not have a contract or receipt with RW Flooring as they are the subcontractors for LL Flooring.  My contract is with LL Flooring.  I  do have an extensive number of emails between me and RW Flooring and *********************** of ***** Custom Flooring who is supposed to do the work for RW Flooring.  Is there a way I can forward those emails?

   

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

  7/28 - per phone call with customer: 

  My contract is with **********************, *************************************************************** 40299  PH ************

• Initial Complaint

  Date:07/22/2022

  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.

  On 4/19/2022 I purchased flooring and installation. I paid ******** for installation. Installers arrived and within 1 hrs. 45 min. Installer claimed he found asbestos. His manager stopped all work . I called 2 different licensed installers who stated there was no asbestos and completed the job. After Ll flooring installers left my home I found damaged table, damaged window case. They also were negligent when turning gas main off. My home filled with gas and created emergency evacuation. I have received 3 900 in refund. I want remainder refunded. I have talked to customer service who has now referred my case for 3rd time. Calls are not returned as promised. I am senior handicapped woman. I live on limited income. I need this resolved .

  Business Response

  Date: 07/28/2022

  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 concerns.At this time, the consumer can expect to be contacted by their case representative for further assistance.