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

  10 Lincoln Ct Ste 1933 Annapolis, MD 21401-4113

• 

  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:09/18/2024

  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.

  See assigned ID ********- complaint closed before we could respond. We received a letter dated Sept. 11, however we did not receive the letter until Sept. 17, when I attempted to respond today, it was marked resolved. We were recently contacted by the business, they have agreed to send someone out tomorrow, Sept. 19th. Please allow the complaint to remain open until we they come out and inspect the floor. To make things clear, when installation was completed, I entered a note on the installers form that the floor was not level upon completion. Per the contractor, the floor would "settle".

  Business Response

  Date: 09/25/2024

  Good Evening,

  We are actively working with the Contractor to provide us with information regarding the assessment findings.  Once we get more information we will be able to provide this customer with an update.  

  Thank you,

• Initial Complaint

  Date:09/18/2024

  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.

  Flooring warped and buckling,they refuse to fix and wont return my calls or emails

  Business Response

  Date: 09/24/2024

  Hello and thank you for your inquiry. After review of the case file, the case manager provided education to the consumer that buckling/warping is not covering within the terms of the product warranty. At such time, the case file was closed due to this being non-warrantable. Please advise if there is anything else that needs to be addressed.

  Customer Answer

  Date: 09/24/2024

  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:09/18/2024

  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 walnut hickory hardwood flooring from LL flooring in October of 2023. They installed it the week of November 2023. Upon installation I realized the floor installed was not what I purchased. I told the installer and store. They also laid one box of one type of hickory flooring then laid a different so my kitchen area has two different stains of hickory flooring. They took my baseboards off and slapped them back on not correctly how they are supposed to look. I paid ****** to LL Flooring and did not get the hardwood that I purchased and have two different floors installed in one kitchen and terrible looking.baseboards. I went in store with pictures and evidence of the issues. They opened a case in November 2023. It is now September 2024 and there has been no resolution. I keep calling and emailing my LL flooring case worker who is ******* to get a status on my open case and she nor anyone else ever calls me back. Last contact I had with her was in early June 2024. I keep calling the customer care team requesting my case worker ******* or a manager to return my call to see if they are going to provide any resolution on my flooring issues. I just only keep getting the run around. My case has been opened for nearly a year now and I paid ****** and got a floor I didnt purchase and two different floors laid in kitchen area and baseboards all mess.

  Business Response

  Date: 09/25/2024

  Good Evening,

       Thank you for bringing this to our attention.  We apologize this is taking longer than anyone expected. This customer still has an open case file with us and we are actively working behind the scenes to get this sorted out. We apologize for the lack of communication and we will correct that concern. We will reach out to the case manager to focus more on this case and to provide the customer with a status update.  

  Thank you,

   

   

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 22303620, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My case with LL Flooring was opened in November 2023 and it has been almost a year with no resolution on my flooring issues and to top it off my case manager Rosalie with LL flooring has now notified me by email that they have closed my case due to filing bankruptcy (email attached). They delayed resolution on my case for almost an entire year so they could wait until they filed bankruptcy so they don’t have to offer me no refund, or replacement/repair or resolution. They took my 9800 dollars and installed one box one of flooring and then different flooring than that and the second flooring wasn’t even what I bought. Also they didn’t reinstall my baseboards properly and are a mess.

  
  
  Regards,
  
  
  
  Tracy Montgomery
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/14/2024

  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 9/7/2024 I went into store. 277 and purchased Hunter Valley Ash 4mm w/pad. I used an installer recommended by others in my community. Looking at my invoice . It shows five different lot numbers. I went to the store to pick up the cleaner recommended for this floor. I advised the *** and sales *** that no one discussed cleaning products when I purchased the product. If the Bellawood cleaner is the only cleaner that can be used a sign with your display would be very helpful for new ************ issue is that the finish has peeled off of certain planks. Big pills of black soot came off on my Swiffer. I mentioned that I sweep with a very soft broom and until this day get grit on my floor. I have asthma and an autoimmune issue that makes walking difficult until I get moving. The pictures I have show the places the finish that came off and where it is still peeling off.. I am going to fall if I stub my foot on it . I was offered a bottle of the cleaner. ****** just wanted me to go away. He offered me two boxes of planks and he did not know how many were in a box.. I asked twice for an inspector. I got an email. from LL stating that is all they can do for me. I worked for numerous coating, chemical companies and advised ****** there is such a thing as a bad batch and could it be tested. It was not addressed, the pilling was not addressed, the debris not addressed. I tried to speak to his boss and was told ****** was the boss. I know a marketing mgr or someone with more authority could help with this dilemma. I tried to get ****** to speak to the installer he would not. My neighbor also an installer said I need at least 240 sq ft to fix the most obvious areas. I guess I wait until it all degrades. I paid the contractor to install the floor. I now have to pay to correct the bad places. I would like LL to cover cost of ***lacing.I am attaching pictures and emails from and to LL Flooring.

  Business Response

  Date: 09/23/2024

  Mrs. **** mentioned in her complaint that there are five different lot numbers on her receipt. We do not record the lot numbers for a box of flooring that is sold so it is impossible for it to be on the customers invoice. I have talked to the customer a couple times, and she mentioned that the floor was stored outside, but in a covered area, for nine or so months before the install. The flooring was brought inside and installed at the same time. The install instructions state the floor must be acclimated for a certain amount of time before installation. LL Flooring does not know the if the installer, hired by the customer, confirmed moisture, temperature, and humidity readings before install or if the subfloor was not out of flat. Mrs. **** mentioned a couple different cleaning products she has used on the floor during our phone conversations. After checking the ingredients, all of them had some sort of wax or oil that the manufacturer of the flooring stated not to use on this floor. With everything she has told us, she voided her flooring warranty by using cleaning products that should not have been used and not acclimating the floor per the manufacturer. Customer agreed on a recorded line to two boxes of flooring as a one-time goodwill and there was no further action LL Flooring could take. LL Flooring could not obtain proof of a manufacture-related concern with Ms. ****** flooring, as we were unable to test her product. LL Flooring nor the manufacturer is financially responsible to repair/replace her flooring without physical evidence proving a manufacture concern. 

  Customer Answer

  Date: 10/07/2024

  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: 10/08/2024

  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: 10/09/2024

  The first statement that the flooring was  left sitting in my storage area for months is false. 
  Product was purchased and brought to my home on 9/7/23. **** started putting the flooring in approximately 9/11/23. I paid him for installation on 9/18/2023 even though I wanted him to change the molding.
  I advised ****** I was ill at the time. When I got up I saw opened and unopened cartons sitting in places he was working. He has installed many floors in this community. He does know product needed aclamaded. I tried to get ****** to talk to the installer he did not. 5 lot #s. The invoice just shows how many cartons were purchased. I looked at the extra planks And  found 5 different extra planks that still had info on them
  AHS 02/23/2023 021
  ANS 02/23/2023 021
  ANS 02/24/2023 021
  ANS 06/20/2023 011
  ANS manufacture date 01/16/2023
  
  I started keeping pictures of the debris I swept daily. This was not addressed at all. I asked my AC salesman if my lines needed to be cleaned. His reply was no since my unit is new.
  I sent the paperwork in another email showing how many cartons and underlayment were purchased. 
  My installer that offered to help repair the floor offered to pull up some planks and send them in. 
  I addressed in another email why was I not told that Only Bellawood cleaner could be used. 
  I googled the swifter wipes I was using and it stated it is for Ridgid Vinyl plank 
  Floors. 
  There is no way I would harm my new floor. Once the degrading was so obvious I called LL.i was sent a email stating LL would not hire a inspector. I would have to pay for it if I wanted an inspector to come. 
  I was overwhelmed with many issues when ****** called and recorded that I accepted two boxes as compensation. I asked about a partial because the offer was ludicrous. 
  Makenzie can this be added to my file and be used as my response? 
  I think dealing with 2 hurricanes is valid reason not to close the case. 
  Yes I would like BBB to represent me in coming to a mutual outcome. 
  Regards,
  ***** ****

  I wrote LL flooring asking why the finish was coming off certain planks. I have been sweeping up sawdust daily since the floor went down. I told them the store did not advise us that we can only use their cleaner. We didn't even discuss how to clean it. Turns out we did not need the underlayment they sold us. Saying the backing on the planks is all that was needed.

• Initial Complaint

  Date:09/14/2024

  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.

  08/2023 I had flooring installed by their installers and the floor has issues now. I filed a complaint with customer service and they have not returned my several calls and emails

  Business Response

  Date: 09/18/2024

  Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. At this time,the case file is under review with the case manager. Once a determination is made, the case manager will contact the consumer directly. Please advise if anything further needs to be addressed.

• Initial Complaint

  Date:09/12/2024

  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.

  i purchased floors from LL Flooring back on 9/9/23 and floors were installed in october 2023. Sometime in july 2024 -- floor started buckling and raising up -- contacted them and made a complaint -- the sent installer to my home who stated that the humidity was high and temp in home was 84 -- not true as I have a dog at home and need the temperature at a cool level for him. I was informed by corporate that my claim was denied and informed to file a claim with my homeowners insurance and this is unacceptable -- they were quick to obtain the $5,826.29 that i paid for these floors. I obtained a second opinion and was informed that the installation was done wrong and that is why my floor is buckling over and coming up. I have videos if how my floors look and i am not happy right now.

  Business Response

  Date: 09/13/2024

  Hello and thank you for the inquiry. In review of the warranty case file, the case manager reviewed the outcome of the assessment via telephone on 7/29 with the consumer. The consumer was accepting of the information provided. If the consumer had a secondary review done of the flooring that states a different cause for the concerns, we encourage that this information be shared with the case manager for review. Until such information is received, the case file will remain closed. Please advise if anything further needs to be addressed. 

• Initial Complaint

  Date:09/08/2024

  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.

  I bought this floor from LL Flooring in July 2024. Floor was delivered in August 2024. I went through 4 boxes of flooring to try to put the boards together, but not successfully as the side locking system just breaks off as pictured above. Any sort of pressure causes the breakage. I bought 2000 sq ft of this floor. I spoke with the store and corporate and they refuse to do anything since this floor is no longer in production and was bought on clearance. However, I am not complaining because I dont like the floors. They are just not usable at all. I was not able to put the flooring together before purchasing to know this. The store associate didnt mention any issues with this and they were aware I was redoing my house with these floor. This is such of waste of money and resources and product. $3000 is not a small amount of money.

  Business Response

  Date: 09/09/2024

  Hello and thank you for the inquiry. After review, there is no case file to investigate the concern. To file a warranty case, please contact the ************* team at **************. Please advise if anything further needs to be addressed.
  

  Customer Answer

  Date: 09/10/2024

  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 called the customer care line and they are not able to open up a warranty claim because of the issue I already described in my initial statement. They wont do anything since they are bought on clearance. 
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business Response

  Date: 09/13/2024

  Hello and thank you for the inquiry. The company is not able to process a warranty case file for any material that is sold as-is as it does not carry a warranty. For more information, please contact the ************* team at **************. Please advise if anything further needs to be addressed.

  Customer Answer

  Date: 09/16/2024

  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.
  
  The company never indicated there was anything wrong with the floors. As a matter of fact it was not even marker down until I came to tbe register and they told me. 
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:09/04/2024

  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.

  Returned product to the store. Received a check in the mail. When I deposited the check, it came back as blocked/frozen account. ********************** has provided no updates or resolution in weeks to provide my refund.

  Business Response

  Date: 09/18/2024

  As part of the Chapter 11 Bankruptcy process, all checks issued by LL Flooring that were not cashed or printed at the time of filing, August 11th, 2024, were placed on a stop payment. We apologize for this inconvenience and will follow up when we have an update. You may also visit ******************************************* for additional information regarding this.

• Initial Complaint

  Date:09/04/2024

  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 June 23, 2021 Order number ********* Price of flooring ****** plus installation for a total of almost ******* The floor has a lifetime warranty. I have several areas where the floor cracked. I contacted LL Flooring and they stated if it is a install issue they are not responsible (I used company installers)They offered a ****** store credit, return all my unused flooring for inspection or have one of their inspectors look at the floor, they had no inspectors within 100 miles. I did not feel this was fair, all I wanted was my floor repaired. After numerous emails I sent stating this and informing them there were no inspectors, they responded they are not responsible if there were no inspectors in my area and they have filed Chapter 11 Bankruptcy and the original offer is now null and void and no longer responsible. The person I have been in contact with is ********* Specialist, Installation Customer Relations **********************, ************************************ Please help! This was a lot of money for a floor that lasted 3 years

  Business Response

  Date: 09/11/2024

  Good Morning, 
  
  The case manager has educated the customer within the warranty guidelines and the concerns are not covered per warranty. The case manager did offer to  assist the customer outside of the warranty guidelines and was not able to  per the recent company changes with the bankruptcy. The  customer has been giving he link to be able to file a claim through the bankruptcy court. 

  Customer Answer

  Date: 09/11/2024

  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.
  

  When attempting to come up with a mutual agreement, the case manager did not respond to any correspondences for a couple of weeks, when the case manager finally replied after numerous attempts of me trying to contact her that is when she stated the offer is now null and void due to bankruptcy.  It seems apparent she waited to respond until the bankruptcy so they would not be help reliable any further for a product and service they provided.  The only thing I had wanted for them to send their installers to my home and fix a couple pieces of flooring that did not hold up under their installation, I also have the flooring for them to use.  Then I decided if they would not be willing to do so I would take the store credit just to buy another box of flooring as there are other spots that will not hold up in the future. This is a poor excuse from this comapny and I feel I was played and responses were delayed so they didn't have to do anything.  Also, I did not receive anything to file with bankruptcy court, another lie. Poor poor business!
  
  Regards,
  
  ******* ********
  
  
  
  

  
  

  Business Response

  Date: 09/18/2024

  Good Evening,

  
  The case manager has educated the customer within the warranty guidelines and the concerns are not covered per warranty. This customers labor warranty has expired and any labor is billable. The concerns the customer is having  with the materials fall outside the warranty guidelines. The case manager did offer to assist the customer outside of the warranty guidelines and was not able to per the recent company changes with the bankruptcy per a court order.  
  

  Customer Answer

  Date: 09/21/2024

  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.
   
  The case manager avoided replying to any messages I sent from 7/24 - 8/3 (I do have records of all the attempts)  and when she finally decided to respond she stated the resolution offer is no longer available.  If the case manager did not avoid me when I made multiple attempts trying to contact her this complaint would not even be ongoing.  Very poor service, very poor policies and very poor communication.
  
  Regards,
  
  ******* ********
  
  
  
  
  

• Initial Complaint

  Date:09/04/2024

  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.

  I decided to purchase flooring from the merchant in April 2024. Delivery of the product took place over several weeks as some material needed to be ordered in. The amount of flooring needed was determined by the vendor. They indicated I needed to buy extra flooring and materials as there is always waist when installing. They provided the recommended amount of material. When I indicated that it sounds like a lot of material, they assured me it is better to have extra. First of all there are color matches and it was important to get the same batch. They also said that it would be fine if I had extra as it could always be returned for a full refund. When I went to return the materials today, they indicated they would not honor any return. Overall I spent $8,062.76. Looking at my receipt and the returns I have, $603.70 in returns and they would not honor that today. All I want if to return the items I have for a full refund. This is a pretty simple ask. Bt I have nowhere else to turn but the BBB as they are not willing to honor the request. They would also not allow me to contact the regional manager to try and figure out a solution. I was very surprised that I could not contact a manager to try and resolve the matter directly. I appreciate your assistance. Thank You

  Business Response

  Date: 09/09/2024

  Hello and thank you for the inquiry. For any assistance on return/exchange concerns, please contact the ************* team at ************** or the consumer may speak with the local store directly. Please
  advise if anything further needs to be addressed.

  Customer Answer

  Date: 09/17/2024

  I already tried the customer care team as well as the store where I purchased the goods. Neither were willing to provide my refund. I still need help please.