ComplaintsforFlooring Superstores

• Initial Complaint

  28/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Flooring Superstore (***) was hired to instal hardwood flooring inclusive of risers in our home on both main and upper levels (roughly **** sq ft). In addition, they installed underlay and carpeting on the lower level.The carpeting, after instal, required * separate repairs, sadly, outstanding issues remain. The *** staff attempted to charge add. $*** for the REPAIR! Addition to the hardwood flooring being damaged by the installers, the material used for the risers was inadequate. The installers attempted to repair the hardwood damage and risers without success. Initially, it was offered that the the riser material be removed and replaced with "a proper product ". When it came time to deal with this, advised removal and replacement was not possible and the risers had to be painted.Not what was offered or agreed upon initially!!! The original hardwood installer refused to return, explaining that the flooring would no longer be a "floating floor" and as such, using required nailing down method, a high probability of future issues.Advised another installer would be contacted. This individual visited the site in Dec/23 and advised cutting out of the existing boards for removal was required and nail down replacement. As monies remained outstanding, a telephone conference call was requested by owner/salesperson. No work (repair work) would commence until payment made. In addition, threat by owner "I'll put a lien on your property". No acknowledgement of the issues!!! Further independent consultation re hardwood, highly recommended NOT to move forth. Same info was echoed as was with the original installer. Info relayed to ***. Number of threats followed by owner and salesperson; placing liens on home or forwarding for collection. Total monies paid reflects *****% of entire combined bills! They have declined accepting & moving forward to collection.Another tactic, enforce a "client release form"! Recent BBB complaints, clearly same patterns/tactics! Shameful!

  

  Business response

  21/03/2024

  Dear ********, Regarding your remarks on the carpet, subsequent to the initial installation, there were only two visits. An additional fee of $*** was requested following the removal of a basement wall post-installation. It is reasonable to request additional compensation for this extra work.
  
  Regarding the stair risers, we presented you with the option to either paint or replace them, to which you agreed to have them painted. A painter, compensated by Flooring Superstores under warranty, performed additional, unauthorized work, such as matching the paint to your wall color. Despite this, we chose to overlook these discrepancies in good faith.
  
  Regarding the hardwood repair, your flooring is of the nailed and glue-assisted type, not floating as stated. Upon the unavailability of the original installer on the dates provided by you, we coordinated with a secondary installer for a more convenient date, which you subsequently changed. Despite numerous attempts to reschedule the repair, you responded weeks later, indicating that other companies had assessed the repair. You have stated later on that you considered that a repair would put in risk the integrity of your floor and refused us to proceed with the repair using this as a leverage for getting a unjustified reduction of the balance owed.
  
  During our last conversation, you agreed to settle the owed balance, excluding the hardwood repair cost. Despite agreeing to do so promptly, numerous attempts to contact you were unsuccessful until we notified you via email that collection proceedings would commence. Your subsequent response included fabricated charges for your time, altering the agreed-upon balance without consent.

  Customer response

  21/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Please see attached.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased flooring from flooring superstore December 202*. ******** had major issues with install. The installers nailed the tops of the hardwood in with nails, when i complained they refused to be accountable for months. Some of this has been rectified, but not all. Overcharged for labor for ****sqf when there is only ****sqf. The extra wood I had purchased for spare material was also used by this company to keep trying to correct their mistakes installing and creating the nosing that I already was charged for separately. I purchased the carpet also In 202*, only remaining balance is the **** for install which I was told I had to pay before the installers performed their work. However after having multiple installers come to my house over the course of the year 202* to look at the space with promises to complete, I was told end of December 202* that they decided they didn't want to do the job. Prior to any quotes or payment, I had flooring superstore come directly to my house to see the space and have it measured by their team. So now I have no carpet in the house, after a delay of awhole year. I asked for refund, they said they would only give me my money back if I took down a review and signed a non disclosure which I'm not comfortable doing. As their owner *********************** physically took my phone out of my hand when I went into their store.

  

  Business response

  09/02/2024

  Dear *******, In hardwood installation, material waste is standard for cuts and regular waste. Prompt action was taken upon notification of subpar installation, but protruding nails were discovered months later due to painting and drywall work. Repair challenges arose from discontinued material, limiting stock. For carpet installation, delays resulted from ongoing work and the hardwood situation. Despite site assessments, installers were reluctant due to an unfavorable atmosphere. A more experienced contractor was engaged with detailed information and photos, but your reluctance to sign a release waiver hindered resolution. A confrontational store visit followed, with insults directed at staff, except the salesperson seeking a solution. Despite offers for a refund, you insisted on completion, later requesting a refund check but failing to collect it. Regarding the phone incident, this is a false allegation that *********************** physically took your phone. There is a camera at the store which will clearly show that our staff members acted in a professional and respectful manner during your visit. Flooring Superstores consistently aims for amicable resolutions and positive customer relationships.

• Initial Complaint

  20/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We first asked the company if they service out of town ************ they said yes! And we asked if their product and installation is warranted and they confirmed yes We then proceeded to go through and hired ******* superstore flooring on approximately July * 2022 for flooring and subfloor installation. The Sales person (*******) asked us to make the full payment before they send the installer with the product. We went ahead and paid the amount of $*******. A week after that the installer came and proceeded to install the subfloor on day one and he was making all the cuts in the house making dust everywhere. On second day he proceeded to install the glue down vinyl and we noticed he was taking a short cut, he was supposed to scrape our old vinyl glue before applying the new vinyl. He was rude to deal with and didnt want us to see what he was doing anyway he left the job unfinished! We spoke with the sales person and they gave us a refund of $*** to hire others to complete the job including the stair nosing that we paid extra for. Time passed after 3 months weve noticed imperfections in several areas as seen on the pictures. We spoke with the sales person and they kept coming with an excuses blaming it on the house. After couple months or so going back and forth they agreed to to fix the problems only adding a new set of click vinyl on top. We made sure to ask for the imperfections to be fixed before applying a new click on top. The sales assured us they would which the new installers never fixed anything except installed a new floors on top too tight to the walls and caulked the edges which would then led to crunchy floors rubbing each other when stepped on. They left the stairs and some areas unfinished despite paid in full and we are having to deal with noisy floors and not to mention the owner was rude to us telling us to shut up in our home after coming to check the new floors. To this day we did not get any solution. I cannot upload the video crunchy noise

  

  Business response

  02/01/2024

  Hello ******, Thank you for providing your feedback. We wish to reiterate our commitment to resolving the situation at your location.
  In response to your request, we diligently endeavored to match an estimate provided by a different company. During this process, our focus was on quoting for the same installation process, while concurrently offering a more cost-effective solution for the material. The installation involved laying the flooring on top of the existing subfloor and adding additional subfloor in the carpeted area. It is crucial to note that, given your choice of the least expensive flooring in the market (2mm glued down LVP), this would have required an additional substantial cost, which, we understand, you were not willing to incur. Recognizing the importance of your satisfaction, and acknowledging that the results of the initial installation did not meet your expectations, we have supplied a secondary click LVP free of charge. Thank you!
  

  

  Business response

  03/01/2024

  Dear ***,

  Yes, I would like to confirm response is for ******. 

  Thank you,

  ******** Kaur 

  Customer response

  04/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: our original glue down flooring costed us $*** sqft and it was *** what the company is describing is not accurate. The new flooring was not installed properly, some areas are touching the walls no gap for expansion, some corners are caulked to the walls,  the subfloor they installed was not laid properly, there are bumps and humps. We were told by the sales person those would get fixed before installing the new flooring on top. We paid $*** for lay new flooring on our laundry room and the installers used a cardboard as subfloor! Which is not adequate underlayment. Hence the problems we are having 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  28/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Aug ** 2023 went to store to look at laminate floor. Sales rep ********* mentioned product I wanted had to be ordered. Sticker on sample stating $**** which I mentioned and ********* said "That is probably an old sticker we will double check and if you like the sample we can work on it."-Aug **, placed on order with sales rep ***** since ********* wasnt there. ***** asked me how many sqft of flooring, I said ****, and asked me to make a final payment. I asked ***** how much I am being charged per sqft and ***** became annoyed and told me to hold on to questions since the payment machine timed out and to give her time till she resets the payment machine. ***** said $****/sqft, I replied that is higher than the sticker price. ***** then told me to come in the next day, talk with ********* and get a refund but make the payment now. I asked if delivery could be made since I need the flooring the next day desperately since work started that day. ***** said I would be called when product is unloaded and delivery is confirmed so I made the payment since I needed the product.-On Aug ** I didn't get a call till **:00 AM. I went to the store to cancel my order since no confirmation of delivery and talked with ********* and she said she will call back. ********* called me at **** PM saying the product has now been unloaded and I have to pay a **% re-rack fee.-Aug **, returned to store, *******, the manager/president said they did not put the sticker on product and another customer might have and could not justify why the bill said **% rerack fee vs the **% they were trying to charge me.-The whole process of giving me bare minimum info, pressuring me to pay, being charged above sticker price, calling me 5 hours after asking for a refund in store, and asking me to pay **% re-rack fee when **** says **% is misleading and unethical. I would Like a full refund. Product sticker price is also $**** higher than other store.-Currently waiting for ******* to call back.

  Customer response

  28/08/2023

  On the day I went to make a purchase, I was told by ***** that I can come the next day and settle the price difference between what I was being charged vs on the sticker with *********. When I came into the store the next day to get a refund ********* was saying that we can settle the price difference but I had already wanted a refund. When I talked with ******* the manager/president he said that they do not put price stickers on their products. How come ***** and ********* did not tell me about this but rather ***** said I can come in the next day to fix the difference and ********* even offered to settle the difference when I came into for the refund? I have a voice recording of ******* saying that they do not put stickers on their products and they do not know how it got there. When a customer walks into a store and sees a sticker with a dollar sign on a product is it not normal to assume its the price of the product? How come ********* did not correct me when I mentioned the price before taking the sample home that there are no stickers on products? Sales Reps are saying one thing and the Manager/President is saying one thing. I  have a voice recording of ***** saying that she mentioned the price difference between the sticker and the what I was charged can be fixed, a recording of ******* saying that they do not put stickers on their products and does not know how it got there, and also a recording of them saying the reracking fee is higher than what is stated on my bill. Can I submit these voice recordings to the BBB team?

  

  Business response

  15/09/2023

  Dear ***,

  I hope this message finds you well. I wanted to reach out and provide you with an update regarding the recent complaint you filed with the Better Business Bureau (BBB).
  
  I'm pleased to inform you that we have successfully resolved your issue through direct communication with the customer. Our team values feedback, and we take all customer concerns seriously. We are committed to providing exceptional service and addressing any concerns.
  
  If you have any further questions or require additional assistance in the future, please do not hesitate to contact me.
  
  Thank you,

  Flooring Superstores 

  Customer response

  16/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  13/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought floor installation service from Flooring ******************** October 23rd, 2021, his employee/sales ****** calculated our bill incorrectly twice. And the floor has noise when we step on it, and as we checked it's because the installation was too tight, when the temperature goes up, the floor will be tighter. Their installer came and admit it was installation issue, however ****** and their owner *** kept wasting time and blaming on the product we bought from *************** I contacted them from June 2022, they provided me 1 year warranty but all they did was wasting my time. I require them to solve my problem. It is installation issue not product issue. If needed, I have videos, photos and all messages back and forth with their sales ******. All of that can prove what a terrible experience I had.

  

  Business response

  14/12/2022

  Dear *******,
  We are sorry to hear that you have had a negative experience. The yellow sheet, attached by customer with his signature on it - verifies that the installation Job was done correctly and that he confirmed it (his initials) on the inspection with the installer. It was actually a PRODUCT PROBLEM, not the installation. After ******* called our salesperson, there were a couple of visits made at your place. The 1st visit was for the inspection whereas, on the 2nd visit, the installer tried to fix the problem by cutting the board. Statement in complaint Their installer came and admit it was an installation is incorrect. We do guarantee the installation and did take care of it but we can not fix the product issue as it was not bought from us.  

  Flooring Superstores 

  Customer response

  15/12/2022

   

  Firstly, their sales ****** wasted 2 months and didn't make any progress for the 1st visit, he tried to help his boss and/or business to get away from 'dealing anything'. I asked many times, then I called the installer myself to let him came and check. That was totally not customer service, obviously their manager and owner didn't think so and never apologized. 

  Secondly, ****(the installer) came and said the installation was too tight then he said he will paid for his team to cut the expansion joints and come back later. It's ok they can deny it because I didn't record the whole conversation. However, ***(the owner) also admitted **** committed to come back and fix the expansion joint in his email, but they never fulfill what they committed. Finally I gave them my phone number, they never call back.

  I signed the paper because the installation was done on late October, the weather was not so hot, the noise raised during the summer time, their installation should make sure the floor is good no matter summer or winter. And it's my right to contact them for customer service within 1 year. That is how 1 year warranty works. 

  If they committed to come and fix the issue, they should come and fix, that shows their customer service. Not tried to circle back the conversation over and over and everyone in their store just tried to get away from their responsibilities.

   

  ********** ********
  I am rejecting this response because:
  
  Sincerely,
  
  *** ***

  

  Business response

  20/12/2022

  Hello, 

  
  Again,we apologize for all the inconvenience but as mentioned in our last email there were a couple of visits made to the customer's place and it was not an installation error but a PRODUCT PROBLEM that was not bought from us. If it was an installation issue, it would have been fixed by our installer **** on his visit, but as it was the product that is causing the problem, and the installer will not be able repair it.  

*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. ↩