Complaints

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

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  Tim Hogan's Flooring

  3900 Maccorkle Ave SE Charleston, WV 25304-1633

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  Tim Hogan's Flooring

  2626 5th Ave Huntington, WV 25702-1329

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:02/03/2025

  Type:Customer Service 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 ordered carpet and LVT from Tim Hogans in Kanawha City WV based on their "professional" advice. I took in a sample of my bedroom carpet and sent a picture of the kitchen oak LVT that I wanted to match which is warm beige. I asked the sales "consultant" if **** Sand Castle was a beige and he said yes, so I ordered **** carpet in Sand Castle and the oak LVT.
  The carpet they installed is a cool gray and doesn't go with the warm beige bedroom carpet or the oak LVT. The general manager, Brad J****** came to look at the carpet today and basically said it was my mistake for ordering the wrong color and refused to replace it with beige carpet of any brand.
  He completely ignored the facts - I took a piece of the bedroom carpet I was matching to the showroom sales rep. and we looked at various beige carpets in the showroom and the LVT in oak and he assured me the **** carpet Sand Castle was a beige and would go well with what I picked out - He didn't check the actual carpet color with the LVT before it left the store and after the fact - He told me he should have ordered a carpet sample before placing the order.
  I trusted Tim Hogans to guide me in this process as a "professional flooring design" center. Brad J****** made it crystal clear that he wasn't willing to take any responsibility for the advice I was given from his sales team.

  Business Response

  Date: 02/03/2025

  Mr ********* sent a compliant to us on Sunday the 26th that the carpet that we installed for her was the wrong carpet. After reaching out to her multiple times I researched the details of her complaint and found that we installed the carpet that she picked out and brought to us, we filed a claim with **** Ind., they sent us a sample of the carpet she requested, and we matched that up with the carpet at her house along with all the paper work and tags from roll of carpet in her home. She picked this color of carpet either at a different retailer or on ***** website, we did not carry this carpet and had to order it Special Order for her specific. Mrs ********* signed off on this carpet as the color that she wanted. I responded immediately to her compliant and set up a time to go to her home and try to resolve her complaint, her carpet is the correct color and she just does not like it after installed. After briefly talking with her at her home she asked me to leave if I wasn't going to immediately replace the carpet with another carpet that she wanted to pick out. We showed her several different carpet samples that we carry in the store and had samples for her to take home but she didn't want anything we had here to offer at time of purchase, only the carpet that she picked out and had a picture of it on her phone with model and color code. We have followed all policy and procedures and have went above and beyond for this customer.

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  
  
  TH: “She picked this color of carpet either at a different retailer or on ***** website”
  MJ: ***** ******* knows that I picked it out online, he recommended **** and a room visualizer to see how the carpet and LVT would look. I did that after I met him at the store with a piece of the carpet I was trying to match from my bedrooms and we looked at carpet and LVT in BEIGE, He had no doubt what I wanted. 
  TH: “***** website, we did not carry this carpet and had to order it Special Order for her specific.”
  MJ: What you “special ordered” for me was a cheap, ugly, discontinued carpet. *****, when you said to your **** at my house “I got her a good deal on it” did it occur to you to see why it was discontinued or even bother to look at the roll to see if it was a BEIGE AS YOU TOLD ME IT WOULD BE?
  TH: “I set up a time to go to her home and try to resolve her complaint, her carpet is the correct color and she just does not like it after installed.”
  MJ: You're really having a hard time following the conversation, aren't you. Why would I like the color of a carpet that I didn't order? 
  TH: “After briefly talking with her at her home she asked me to leave if I wasn't going to immediately replace the carpet with another carpet that she wanted to pick out.”
  MJ: If you want to burn your reputation for not admitting your mistake on a 300 sq ft. carpet job, that's your prerogative, but lying about the facts here is just wrong.

  Business Response

  Date: 02/06/2025

  Again, this customer brought us the color of carpet that SHE wanted, we ordered the color she asked us to order, the color of that carpet is Sand Castle, not Beige. She wants the color to look Beige, but that is just an opinion of what it looks like on the computer screen or phone. This is not a carpet that we carried in the store and had to order specifically for her. The carpet she picked out is not the same carpet as in her existing room and is a different color and possibly brand as she is aware.  As ***** and I was there we were asked to leave multiple times. Before I left her home I did tell her that I would get with **** and see if they could get a resolution but filed a complaint before I could even get back to the store. **** did agree to replace the carpet with equal value and price, Tim Hogans will provide the installation, she would have to come in a pick out a carpet, **** will send her a sample that she will have to sign off on, then she will need to sign a release of liability before installation and remove any negative comments she has posted.  

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  To clarify again, I sent the picture of the carpet I wanted to Chris ******* in order to get his guidance, as I had done with several other choices. I altered several previous choices because of his opinion. I had been to the store twice, so he knew that I was trying to match beige carpet from a sample I took to him from the bedroom carpet that I wasn't replacing and the light oak LVT. I sent him a picture of the carpet that I thought would match with everything, **** After It I in Sand Castle and asked him before he ordered it if it was a "beige" and he assured me that it was, based on that, I asked him to ordered it. I trusted his guidance on my selections because that's supposed to be his job and because he was absolutely sure about the colors I was looking for. 
  I am a 65 year old woman who lives alone and these two men come to my house and start berating me for ordering the wrong carpet. I explained that I asked ***** to order it because I trusted his guidance on the choice. They upset me with the tone of their speech and their stance towards me. They said **** wouldn't replace the carpet because that's the color I chose. They continued to blame me and wouldn't accept anything I said. I asked them to leave because I believe they came here with their minds made up and wanted to intimidate me. **** and ***** didn't change my mind about the facts, but they really upset me. Honestly, I don't understand their treatment. 
  After my exchange with **** and ***** here, and the dishonest way they've represented me, I would never be comfortable going into their store ever again or feel safe having their workmen here. I am asking for a full refund of the carpet, LVT and labor for installation, $5,300. Otherwise, Id feel more at peace letting the complaint stand.
  

  Business Response

  Date: 02/13/2025

  As stated before, we have offered Mrs ********* a very solid resolution well above and beyond our policies. We have offered to let her pick out another carpet, and we would install it for free as long as it was equal value. We ordered this carpet special for her with her approval and per our policy is non refundable as many other competitors has the same policy with Special order products. We have done everything asked by this customer and more and this will be the final resolution offered.

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the 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.
  
  
  How am I to even look for "equally valued carpet" since I've asked for a copy of my detailed bill receipt of the cost of the carpet and labor on February 3rd and they still haven't provided it.  
  
  
  
  Regards,
  
  
  
  **** *********

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********,  and **I've left messages with Tim Hogan's regarding their offer to replace the carpet but they have not responded.

  Regards,

  
  
  
  **** *********

  Business Response

  Date: 02/27/2025

  As previously discussed, and communicated in the email to Ms. ********* on Feb. 4th, which is attached to this communication. Tim Hogans offered Ms. ********* the option to have the carpet replaced that she solely chose with an equal value carpet and requested that Ms. ********* schedule to come to the store to pick the color selection she wanted with the stipulations she needed to retract her false statements. Ms. ********* chose her last color selection and has chosen to falsely accuse and slander Tim Hogans causing damages and reputable harm to Tim Hogans.
  
  We ask that she needed to communicate with Chris H****** the sales person or myself a date that she would come to the store, review the samples and make her color selection which is her sole responsibility. Once this has been completed we can order the carpet from the manufacturer and schedule the install. As of today, Ms. ********* has not scheduled this time to arrive at our store.

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

  Customer Answer

  Date: 03/23/2025

  Better Business Bureau:
  
  
  
  Although Tim Hogan's Flooring proposed an adequate resolution to complaint ID ********* they have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.
  
  
  I request that this complaint be re-opened and the business contacted.
  
  I went to the store as Brad J******* the gen. manager requested with a sample of the bedroom carpet I have been trying to match.  We chose a very nice soft dense carpet to be used to replace the mistake they made with the first carpet installed. They dropped off 2 samples at my house that were suppose to be comparable in cost and color,  but as you can see it is not. Its not the carpet we agreed to in the store. I sent a message on Friday 3/21/25 at 3:47pm and then this attachment to the sales rep.and they have not responded. I've lost so much time with this business in my project for updating my home. I believe at this point the only fair and trustworthy thing they can do is refund me the cost of the carpet and labor I already paid for so that I can move on with a different carpet installation business to finally finish this project. I prefer not to work with this business any longer because I don't trust their motives for "helping"  me. The reviews I will give will be accurate and truthful if they refuse to be fair in closing this case and continue to interact in a dishonest manner.

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

  Business Response

  Date: 03/26/2025

  March 26, 2025

  Better Business Bureau ID ********

  We have received the second completely false and fraudulent complaint filed by Ms. ********* through the Better Business Bureau. As a followup to her first false and fraudulent complaint filed we wanted to again summarize the facts of the initial case:

  1. Ms. ********* on her own (solely), using the internet chose the color and type of color she wanted Tim Hogans Flooring LLC to install in her home.
  2. The carpet was ordered solely based upon her approval and selection and no sales person selected the color or grade of this carpet, this was solely selected by Ms. *********.
  3. This carpet was installed in accordance with the manufacturer’s standard requirements.
  4. On the installation date, we needed two additional pieces of quarter round that we attempted to schedule those, but Ms. ********* would not allow us to return to finish the job.
  5. Ms. ********* was not happy with the color choice she made after the fact because the lighting in her house and colors of the walls made the shade of carpet look different and she did not take that into consideration when making her selection.

  After this first complaint, we determined that Ms. ********* was not happy with the color of the carpet she solely selected. Although this was her sole decision in making the selection, Ms. ********* filed misleading complaints and posted false and slanderous google reviews related to the experience she had with Tim Hogans Flooring LLC. She filed false claims with the **** ******** ******** ********* ****** and the Better Business Bureau, although we have been attempting to work with her since her initial call back. Tim Hogans Flooring, LLC went above and beyond our duty as we contacted the manufacturer and were able to get **** to cover the cost of replacing the carpet even though there was no requirement as again, Ms. ********* changed her mind on the color she wanted after it was installed. Tim Hogans Flooring LLC also agreed to cover the labor for free for removing the carpet that was installed and replace with the new carpet that Ms. ********* was selected as long as it was comparable to price.

  We requested Ms. ********* come into the store and select the carpet, so we could order her the sample to verify at her home with the sample that the color was the one that she solely wanted. Ms. ********* emailed us on February 27, 2025 with the carpet samples she wanted. See Exhibit A.

  The new samples that Ms. ********* requested arrived on March 6, 2025 and we contacted Ms. ********* on March 7, 2025 requesting that she schedule a time to come to the store to review the samples. Ms. ********* came into the store on March 13, 2025 to look at the new samples, then she solely selected additional colors that she wanted to see, so we ordered the additional samples that she requested.

  While at the store, she requested us to send a different set of installers out and to look at the transition strip because she indicated that she could “feel the tack strip coming through the carpet when she steps on it.” As we told her, the install was done by one of our experienced crew and we were sure there were no issues, but we agreed to send a different set of experienced installers out to the site on the new install to accommodate her concerns.

  The additional samples arrived at the store on March 19, 2025. Our general manager Brad J****** scheduled an appointment to deliver the new samples to her home on Friday March 24, 2025 after 2 pm but before 3 pm. Ms. ********* confirmed this time by text. Mr. ******* confirmed she would be there in that range of time.  Mr. ******* arrived at approximately 2:30 pm and no one was home. Mr. ******* waited until 3:20 pm.  Whenever Ms. ********* failed to arrive at her house, he left the carpet samples that Ms. ********* solely selected in the door for Ms. ********* to review. The samples left were the exact samples that Ms. ********* requested and are actually the same or similar quality and grade than what she requested be installed the first time. Again, this was the exact samples that Ms. ********* has requested based on being in our store and selecting what she wanted.

  At 4:43 pm Ms. ********* texted Chris H******, sales associate and indicated that the “samples someone dropped off and neither of these feel like what we agreed on…” which is completely false again. She sent a pic stating that she had originally installed a carpet of $5.79 value and that what we sent her was a $2.59 carpet. Ask yourself, why would we choose a different value carpet when the manufacturer is paying for the carpet? Her logic is completely false and inaccurate.

  Ms. ********* then made a false allegation in her text that we were trying to treat her unfairly with providing her a cheaper flooring than originally installed. Within an hour, Ms. ********* filed another false Better Business Bureau complaint.

  In addition to above, Ms. ********* on March 13, 2025 contacted Mr. ******* and requested that she get to keep the carpet that we were removing because she wanted to install it in a trailer that she was purchasing to move in. On March 14, 2025, Ms. ********* emailed Mr. ******* again changing her story about the carpet being removed and stated “…I was not asking for myself. A friend of mine who is a few years older than me, also in a very low fixed income spends a lot of times caring for her 5 grandchildren. She wanted to use the carpet in one of her bedrooms…”. Again Ms. ********* changed her story within 24 hours and we believe is making up stories in an attempt to fraudulently obtain carpet flooring for herself for free.

  At this point and based on the facts, Tim Hogans Flooring LLC has gone above and beyond in attempting to resolve Ms. *********’s false and fraudulent claim. We believe the evidence is clear that Ms. ********* is attempting to gain the carpet for free and keep the previous carpet for free also. She continues to create false statements and slanderous allegations to our business in various posts. We also believe that both **** and Tim Hogans Flooring LLC have gone above any legal requirement we have and that Ms. ********* will continue to provide false statements and allegations in her attempt to defraud our company. At this point, we have turned this case over to our legal counsel to pursue legal action against Ms. *********. We have spent countless hours and time in responding to her false and slanderous allegations and do not believe that this case can be resolved by working with her. It is unfortunate that so many resources have been wasted in responding to false allegations. As such, our attorneys will be making contact with Ms. ********* and all future correspondence should be addressed through our attorneys.

  Sincerely,

  Chris D******, Owner

  Customer Answer

  Date: 03/27/2025

  I’m a 65 yr old woman who lives alone and Tim Hogan's thought it prudent to send 2 men to my house to tell me this was all my fault and **** Carpet WOULD NOT replace it and that was it. That's all they kept saying, oh except for the 4th or 5th time now, that someone would bring "quarter round" to hide the jagged edges of LVT. They still haven't done that either,
  They treated me disrespectfully while in my house and with the lies they are telling now.
  Social media like ****** ******* **** ******* ******** ******* * ******* *** ** **** *** ******** **********. The BBB, ***** *** *** ******* ****** *********** ***** are appropriate avenues for consumers who have received very poor service and in response are treated inappropriately and intimidated as you are doing now with the letter you sent in response to my BBB complaint from the "owner/lawyer".
  The fact is, the job done by your employees was wrong, in so many ways.
  I   have not mentioned the LVT, but since the owner sent me such a professional looking 2 page letter, I'll respond In kind and address it now. My reviews will include the extremely poor workmanship of LVT Installation.
  1. It was not allowed 48 hrs to acclimate.
  2. They did not put down a skim coat even though there were areas where the old vinyl floor wouldn't come up so they just slapped It down on top of that anyway. I know these 2 things are true because the installers came in with the LVT flooring in boxes and put the LVT down in approx, 5 hrs. -No acclimation   No skim coat.
  The LVT flooring has jagged edges where it comes up to the kitchen cabinets and the door to the deck.
  I can feel the uneven surface under my feet.
  The threshold places pop and crack if I step on it and the installers left exposed sharp staple-like projections where the carpet and LVT meet. I hurt my foot on this right away and several times after. I told the general manager, Brad, about this when I was at their store for the 3rd time. It has not been addressed either.
  You want to walk away from this mess and keep my money. That's Just wrong.
  *Acclimation Of LVT Product
  The general rule of thumb Is to wait 48 hours before starting the LVT flooring installation
  *Consider skim coating before applying new adhesive to smooth slight surface imperfections,
  *Utilize a self-leveling compound if the conditions exceed the capabilities of skim coating 
   

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