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Business Profile

Floor Materials

LL Flooring

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

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

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.

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    Please enter a valid location.
    • 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

      2710 Pulaski Hwy Ste C Edgewood, MD 21040-1320

    • LL Flooring

      2151 York Rd Lutherville, MD 21093-3156

    Customer Complaints Summary

    • 384 total complaints in the last 3 years.
    • 110 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • 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.
      We paid $7,485.80, to LL Flooring for materials and floor installation. We have made several attempts to discuss our concerns and issues with the flooring company in regards to the service and the flooring not being level and noise that the floor made. We purchased additional padding and supplies to prep the floor and install for a better result. Following the installation, I made comments on the completion form that the floor was not level (even though the contractor told me it would "settle").We had to wait for several weeks before anyone addresses our concerns. We were told because July was a busy month, they could not send anyone from the installation team out to review our concerns. A representative did come to our home and agreed that the installers failed to use enough of the purchased materials and that the floor was not level. Again we had to wait several weeks and eventually had to contact their cooperate office @ ********************* (******) who assigned a case #******. The company refuses to send an independent installer to inspect the service or provide any resolution to our concerns.

      Business Response

      Date: 09/10/2024

      Good Afternoon, 

      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. The case manager has reached out to the contractor and is working with the contractor to be able to better assist them within the warranty guidelines. At this time, the consumer can expect to be contacted by their case representative for further assistance.

      Business Response

      Date: 09/10/2024

      Good Afternoon, 

      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. The case manager has reached out to the contractor and is working with the contractor to be able to better assist them within the warranty guidelines. At this time, the consumer can expect to be contacted by their case representative for further assistance.

    • Initial Complaint

      Date:09/03/2024

      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.
      Sales Date: 1/6/23 Complaint Date: 02/23/24 We purchased DH WP Shoreline Hickory w/pad 12mm flooring from LL Flooring. According to our receipt the flooring we purchased is waterproof up to 24 hours. 2/24 a plant that had been watered spilled on the floor. The water was there for no longer than 6 hours. The flooring became damaged by this spill. When I contacted ***,******, the customer care specialist told me I must have an unopened box of flooring to do quality testing and if I did not have that they could not help me. I explained how we were never told, nor signed anything that explained for the warranty to be honored. She told me she will attempt to get it resolved. Going forward, I had to contact ****** multiple times requesting updates about the case and not getting a response for multiple weeks at a time. Eventually, ****** sent someone out for a quote of the flooring needing repaired. (Single water spill from the plant) That quote was in the amount of $4,509.43. ****** offered a resolution of a $2,000 store credit for these repairs. Since the resolution offer did not cover even half of the repairs I requested to be contacted by management. After multiple weeks of waiting and emailing I was contacted by *******, July 30th. After a phone conversation ******* offered a $2,000 cash resolution (and emailed the offer) but told me he will talk this over again to see what more he could do. I did not accept or decline that offer but appreciated that he was going to attempt to get more of the cost covered on my behalf. Days go by and I had not gotten a response regarding ******* and my conversation so I emailed again August 15. Days after my email, August 21, ****** emailed me stating they revisited my case and decided they will offer $0, good will resolution. After receiving her email I emailed ******* requesting a phone call to discuss this decision. As of today, I have not received any type of response.

      Business Response

      Date: 09/10/2024

      Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. After review, the determination of the case file is final, and the case file will remain closed as the concerns are non-warrantable. We encourage the consumer to contact the case manager if more information is needed regarding this matter. 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 was offered $2,000 corporate check from *******, the member of management I spoke with. While speaking with him he said he could revisit the details of my case to see if he could offer MORE due to the $2,000 not covering half of the repairs. The next correspondence I received was from ****** stating they revisited it and now offer $0.00. 
      The information they had did not change and it is wrong to remove all offers because I asked for them to do the right thing. 

      Regards,

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




      Business Response

      Date: 09/18/2024

      Dear Customer,

         On August 11, 2024, LL initiated a voluntary court-supervised process under Chapter 11 of the **** Bankruptcy Code. As a result, we will no longer be able to honor the goodwill offer we made as your concern is not covered under LLs warranty. Information regarding the bankruptcy is available on a website administered by our claims agent.  This was a decision made by the courts. 

    • Initial Complaint

      Date:09/03/2024

      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 flooring from LL Flooring in January, 2022. The receipt states that the product has a lifetime warranty. In July of this year, the flooring began to crack and peel. A piece of flooring in the center of my kitchen/breakfast nook cracked and broke apart. I notified the company on 7/2/24 and sent pictures of the damaged tile. I have made 5 attempts to talk to my case manager on the warranty to no avail. The customer service staff keep referring me to a case manager who has not contacted me with any information or status. I can only conclude they have no intention of honoring their warranty. In fact, in my last call, the customer service representative tried to close my claim! Ridiculous! My contractor says it will cost $450 for him to replace the defective tile and reinstall the floor and that I should obtain 2 additional boxes of tile.

      Business Response

      Date: 09/09/2024

      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.

      Customer Answer

      Date: 09/09/2024

      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 response is the same one I've been getting since the beginning of July:  that the case manager will review my complaint and get back to me.  The case manager has yet to get back to me.  They've put it off once again.

      Regards,

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




    • Initial Complaint

      Date:09/03/2024

      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.
      We purchased flooring in early 2024 that totaled over $6 thousand dollars. The flooring was selected because of the high lament cover and we wanted to make sure that it was scratch resistant since we have two dogs. It does have scratch resistance, it just doesn't stay connected on the ends. Our installers are well seasoned flooring installers and we noticed issues almost immediately that the flooring was not staying connected on the end to end process. Side to side was fine. LL offered some additional flooring but clearly it was the flooring and more product was not going to fix the problem. Our installer placed a claim with LL Flooring. After delays and excuses about not getting samples and then damaged in shipping samples, they finally completed their own test on their own product. It meets their standard. Of course it does. The fox watching the hen house would say the same. But, if you read their own warranty in detail, even if they find it was inferior product the most they would be willing to do to correct is issue a store credit so you can buy more of their inferior product. It would be at our cost to take up the flooring, dispose of it, and then pay to have the new product installed. We also learned that they have filed for bankruptcy protection. They shouldn't be allowed to stay in business. We just want our money back.

      Business Response

      Date: 09/04/2024

      Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. We are unable to locate the consumer's profile with the information provided. May we please have more information to access the account to better assist?

      Customer Answer

      Date: 09/04/2024

      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.

      [Subject: Dividson CID# *******

      Regards,

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




      Business Response

      Date: 09/13/2024

      Hello and thank you for the inquiry. We are sorry to hear of the consumer's concern. After review, sample testing was performed on the material and determined the material meets quality standard. The case manager sent the information to the consumer for record. The determination of the case file is final, and the case file will remain closed as the concerns are non-warrantable. Please advise if anything further needs to be addressed.
    • Initial Complaint

      Date:08/29/2024

      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.
      LL Flooring set me up with an inspection with an experienced installer, ****. It was clear the job needed to be redone. Since the product had been miscalculated when ordering, we had so much extra product that we had the choice to use it with a different, stiffer underlayment. The issue was that the flooring was popping at the seams, and it needed a stiffer underlayment and there was floor prep needed to level the floor in a few areas. The initial product selected was very unforgiving and was the wrong product for this application.So, I met with LL Flooring at the store, and they told me we could install a different product or use the same product on site (because we had enough) and we picked a new product. Based on our timeline to get a newly signed renter moved in, we were pressured into going with the existing product on-site so we agreed to this, and we would order a few extra items needed to re-do the stairs. The new installer that LL and RW arranged for us (****) accommodated our timeline and we are very happy with the new stairs. ****, the installer I had already met with twice did the work the second time, fixing all the issues - except for a large area in the middle of the living room that is still popping up at the seams. Floor is popping up in the middle of the living room. We put in a claim to LL Flooring and have been contacted by two emails. No resolution and we are still trying to get them to respond. Concerns noticed on: November 2023 with first ********** then the second time after new flooring around January 15, 2024 (new renter found these areas)

      Business Response

      Date: 09/13/2024

      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:08/29/2024

      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.
      We purchased flooring in April 2024 they came to install the floor May 6th never finished the job. We have bought flooring to ensure that we would not have any transitions throughout the majority of the house. The company came in and forced us to have transitions after we had explained several times we had purchased it so we would not have transitions. I have been dealing with LL Flooring to have the job finished As of today, the job has not been finished and we are still trying to get it resolved with very little help

      Business Response

      Date: 08/30/2024

      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:08/29/2024

      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.
      I had my flooring repaired 3 times already because of poor installation. Each time was a multi-month process just trying to get someone to respond and then fighting back and forth and why this should be covered under their installation warranty. Now I have gapping in my floor in ***** areas and again they say it is not covered. They always try and find a reason why repairs are not covered. This company does not stand behind their products or their workmanship.

      Business Response

      Date: 08/30/2024

      Hello and thank you for the inquiry. We are sorry to hear of the flooring concerns. After reviewing the details of the case file, the case manager educated the consumer on the warranty and that the reported concerns fall outside the coverage. Due to the concern being non-warrantable, the case file has been closed. 

      Customer Answer

      Date: 08/30/2024

      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 general statement that this falls outside of warranty doesn't address the actual concern. This is the standard response every time. I have already had the floor redone 3 times due to poor workmanship. it took months and months these times as well.

      Regards,

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




      Business Response

      Date: 09/04/2024

      Hello and thank you for the inquiry. We are sorry to hear of the flooring concerns. The determination made by the case manager is final and the case file will remain closed as the concerns are not warrantable. Please reach out to the case manager directly if further information is needed.

      Customer Answer

      Date: 09/04/2024

      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 was supposed to receive a call from a supervisor and I have heard from no one, as is usually the case with them.

      Regards,

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




    • Initial Complaint

      Date:08/28/2024

      Type:Order 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.
      The flooring I bought is fading chipping a peeling They had me send samples and photos and refused to come out to see how horrible their product is holding up. They claim my flooring has a 30 year warranty; but dont want to stand by it.

      Business Response

      Date: 08/30/2024

      Hello and thank you for the inquiry. We are sorry to hear that you have concerns with the flooring purchase. After review, the case manager authorized a sample analysis test to investigate the concerns. The report states there are no concerns of manufacturing present. Additionally, the concerns displayed in the images are indicative of moisture intrusion. Due to this factor, the case file has been deemed non warrantable. Please advise if anything further needs to be addressed.
    • Initial Complaint

      Date:08/28/2024

      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.
      June 3, 2024. They company commuted to a 100 year warranty on their product. The wood was damaged by their installers. I have called for past three months and and their response was always the individual in charge of the complaint is always on another line and would my call within 1 business day. After several attempts they forward my complaint to a supervisor. When I called to speak with the supervisor they provided the same response that she was on another line or in a meeting and would call me back. Its been three months and they no one has called back. False advertising because the reason for the purchase was its lifetime warranty. They are not honoring the warranty and it was recently installed 3 months ago.

      Business Response

      Date: 08/30/2024

      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:08/25/2024

      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.
      I purchased and had flooring installed a couple years ago from this company. The installers did a poor job, gaps between floor and walls, the quarter round has been pulling apart from the wall since day 1, they didn't take the time to fill a small divot in the cement layer and just laid floor over it (this is important). Not to mention how rude they were (head guy was very condescending, liked to talk down to people), plus he stole my husband's sun glasses. Which is weird. Regardless it wasn't a great experience. Fast forward two years, that divot I mentioned? It's now a problem. The floor is cracking and breaking due to this issue. I knew we were out of the install warranty, we're not out of floor warranty however. I called and got a service request started. I was assured they would figure something out. That was in May 2024. I sent in pictures, spoke to several people on the phone and through email. I was told that the contractors who installed the floor would be in touch so they could come out and do an assessment. I heard nothing. Until beginning-mid July when I received a fairly flustered phone call from my case manager. The contractors were no longer with the company so they couldn't get anyone out to do the assessment. Not surprising considering the shoddy work and poor attitude to be fair but why wasn't I informed of this? *** couldn't answer that question, promised to call me back and hasn't since. Fast forward to August 9, 2024. I receive a "We have received your in-home repair assessment" email. What? Never talked to a person about this, no one came out, no emails were exchanged. This was out of the blue. In the meantime it is STILL radio silence from my case manager and the other people I've been trying to communicate with. So now we're 3 months out, my floor has only continued to get worse and is also currently breaking in another spot. Since I can't get ahold of anyone I'm getting quite frustrated.

      Business Response

      Date: 08/29/2024


      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.

      Customer Answer

      Date: 08/29/2024

      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 don't know what part of my complaint you didn't read. This is not progressing in a normal timeline. Not once did someone tell me it would take actual months to get this resolved. On top of that, NO ONE has been out to inspect my floor. Ya'll are falsifying records. 

      My flooring has been progressively getting worse since starting this entire process. Saying "you'll hear from us" is NOT GOOD ENOUGH. I havnt heard from you in actual months. It is not my job to keep you doing yours. It's your job to police your employees and make sure they're doing the jobs they say they're doing. 

      Stop messing around with people's lives and money and time. I want 2-3 boxes of replacement flooring. I want one of your contractors out here to install it but based on my prior experience I'd rather install it myself since they couldn't be bothered to fill a tiny hole last time. I should be billing you for my time. You have until the 6th September to call me and schedule floor delivery.


      Regards,

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




      Customer Answer

      Date: 08/30/2024

      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.

      My case manager contacted me yesterday (8/29/24). He agreed to call me back in 30 minutes when I would be on a break for work. He did not call me back. When I called him back some ***** minutes later it went immediately to voicemail. I called the general customer service line, they were kind enough to transfer me to him. He picked up, then immediately disconnected the call. I called the customer service line again. The person I spoke to said they couldn't get ahold of him either. I requested my case be either moved to a different case manager or for a manager/supervisor to contact me. I was informed this would take 5-7 business days.

      Today (8/30/24) He contacted me again. I took the call on a Bluetooth car speaker. I had to talk loudly to be heard. My case manager started the call rudely. He was snide and condescending. He would not let me speak. When I finally got a word in he would continue to talk over me, threatening to end the call if I kept shouting. He called me a liar when I asked about the "Home Assesment email." He disconnected the call shortly after that.

      I called the general customer care team to report him YET AGAIN and have my case reassigned to someone who would do the job.

      Within the hour I had received a "No Resolution" email from him. So YOUR worker closed MY case because his feelings were hurt. YOU need to get this reopened and fixed.

      I am DONE being jerked around by you company. I have included the email and a couple of the original photos from this case. 

      FIX THIS.

      Regards,

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




      Business Response

      Date: 09/10/2024

      Good Afternoon, 

      Thank you for contacting us, we regret to hear about the consumer's concerns. According to our records, we have reviewed the consumer's flooring conditions in accordance with our product and installation warranty guidelines. The case manager has assisted the customer within the warranty guidelines. The customer was educated on per the 1 year  installation warranty and resent the installation warranty to the customer. The case manager offered to test the product per the product warranty and the customer had no product to test to be able to future assist the education on site related concerns. Per the warranty this is not a warrantable issues and their is no future action that can be done. 

      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.

      Are you actually kidding me right now? Have you read anythinf that has been sent to you? Nothing has been done in accordance to your guidelines. ****** is a horrible case manager. He sat on this for months. I received an email saying my assessment had been submitted after having been told no one would touch my floor. I was then called a liar by ****** that I never received such an email. 

      Juwuan was condescending, rude, hung up on me on more than one occasion. 

      Your company hasn't done anything but go in circles with this case for months. Months. 

      I tried to submit a complaint against ****** and I don't think that ever got done. Since he closed my case prematurely it didn't get reassigned like I requested twice either. 

      I realize yall are out to make a **** but this is not how you do it.

      Get better.

      All I want at this point is a single box of flooring to replace the broken floor your contractors messed up. Regardless of installation warranty my floor itself is still under warranty. Which you can see. 

      I don't want your company near my floors at this point. Just send me a replacement box. 

      Have the day you deserve,

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




      Business Response

      Date: 09/18/2024

      Good Evening,

      Upon further review of the customers complaint it has been discovered that this customer warranty has expired and any repair or additional materials are billable.This customer was very rude and using explicit language when speaking to the Case Manager. She was told multiple times to speak calmer or the calls would get disconnected. All of our calls are recorded and logged into the customers case. This case will remain closed unless further evidence proves otherwise.  



       

      Customer Answer

      Date: 09/19/2024

      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.

      Again - I have explained what happened. Your case manager sat on this for actual months. He dodged phone calls. He hung up on me before speaking to me on multiple occasions. He was rude and condescending. He belittled me. You expect people to be "nice" when they're getting that in return? 

      My installation warranty is expired. We've established that. My floor has a lifetime warranty and while your case manager was sitting around not doing his job, my floor has continued to get worse. 

      Your main office staff never transferred my case to another person. No one submitted a complaint about ****** when asked. I tried to get away from his horrible attitude multiple times and instead I was thrust into an early morning phonecall on a Bluetooth speaker where he wouldn't allow me to speak. Of course I was angry and upset by the end of that phone call. He needs better customer service training. 

      You would know all of this if you listened to the customer. Instead, you're grasping at straws and placing the blame on a victim.  

      You also havnt addressed the falsifying of records. Someone sent me an email saying my in-home repair assessment had been received. ****** called me a liar when I mentioned it to him. You expect a person to let your staff call them liars? You expect a person to sit there and take verbal abuse and derision while they're calling and trying to get help? 

      Your company is actively hurting it's customers over if this is the quality of help they receive.

      Regards,

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




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