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Business Profile

New Carpets

Taylor Made Floors, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 have been struggling with this flooring since installation. It leaves all kinds of tracks from walking. We do not wear shoes in the house, but any kind of socks, bare feet, clean pet feet, slippers all leave tracks on what was supposed to be a maintenance free type flooring, not a daily clean flooring. The floor also slivered in one spot and the installers left no leftover material. We have contact ****************** and they were very quick to blow us off in putting blame on us. We reached out to Taylor Made at least twice and they put us in touch with a cleaning service who we contacted. They offered a few suggestions like cleaning with vinegar and water, but it does nothing for the constant foot tracking. Taylor made said they could file a complaint with ********* but said it was doubtful there would be any resolution in our favor. They also said they are not responsible for the sliver that has developed in our one piece of the floor. It seems like we wasted over $3K. I'd like at least someone to come out and test this flooring and offer some kind of resolution to provide what I was looking for in Luxury vinyl plank flooring.

    Business Response

    Date: 01/06/2025

    This customers concern was brought to our attention November 30, 2024. The flooring was installed June 8, 2021. The customer's concern 3 1/2 years after installation is specifically related to maintenance and/or manufacturing complaints.  The customer brought with her a copy of the original contract, room scene photos and the care & maintenance guide.  The warranty is offered by the manufacturer, in this case Paramount not Taylor-Made Floors.   The customer stated that she contacted ********* prior to visiting our showroom.  She was informed at that time that due to several incorrect products & the use of the Crosswave by Bissel the warranty was voided.  The use of improper cleaners can create a surface build-up or cause a loss in the protectant layer that contains Aluminum oxide/ceramic bead.  Once the surface appears to have either a build up or a loss of the protectant layer it will continue to look worse over time.  ********* is an exceptional line of LVP. Taylor-Made has been installing ********* for years with great success when it is cared for properly. Taylor-Made offers a two-year workmanship warranty which has expired.  A customer's request for a formal claim with ********* to be filed was received on December 10, 2024.  On this customers behalf, ************************* initiated a claim with ********* on December 12, 2024.  The Claim is pending.  The last update regarding this claim was January 3, 2025.  The claim department states that the use of inappropriate cleaning products like ZEP or Crosswave are not warranted.  The Consumer may hire their own 3rd party inspector.  I have not yet received a final denial letter to forward to the consumer. 

    Customer Answer

    Date: 01/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    No where in the warranty information does it state what products to use or to avoid.  This was never explained to me and if the floor can only be cleaned in certain ways or with certain products, one would need to be made of aware of that at time of purchase.  I did contact their recommended cleaners, Kettle Moraine Cleaners and he advised he would see no reason a crosswave could not be used as it does  not heat.  It simply lays a solution down and picks it back up.  I did ask for Taylor Made to file a complaint with ********* as they were very short with me, but I was not aware that had been done as I received no response from Taylor Made.  Can the BBB reach out to ********* since Taylor Made is stating this is up to the manufacturer, which I believe it is as well.

     
    Regards,

    *** ****

Taylor Made Floors, Inc. is NOT a BBB Accredited Business.

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