Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 9/13/21 & 9/14/21, I had flooring installed on the 2nd floor in my newly purchased home by A1 Floors. **** Burr, the general manager, was my salesperson and main point of contact throughout the process. About 2-3 months ago, I started to see that multiple planks were showing bends, breaks, and detachment. I reached out via email to A1 Floors on 12/31/21 to inform them of my issue. On January 5th, I texted ****, asking him to come to my home and take a look at my floors, which he did that day. He said that he was going to have some of the planks reinstalled (using some of the left over LVP that I had); that didn't happen until March 18, 2022. As soon as the guys left from the reinstall, I texted **** letting him know that there were still quite a number of boards with raised edges. He came back out to look at my floor in the weeks following, saying that he'd file a claim with the distributor. On May 4, I texted **** asking for an update on said claim. His response was "they are asking for a ton of irrelevant information. it's clear they are trying to make the claim as hard as possible". I followed back up with **** on May 12th, attached photos of my floor. And on 5/13, he said that he'd contact ****** ****** (the distributor) about the claim. That was the last I heard from ****. On May 21, I reached out to *****, the owner of A1 Floors, explaining my situation again and attached photos of my floor. He and I talked on the phone, and he also mentioned that he'd file a claim. On June 22 and June 29, I texted ***** asking for an update on the claim. On August 16, ***** and a rep from the ****** ****** came to my home to look at my floors and take pictures. I have not yet heard anything from *****, ****, or ****** ****** since that day. My floors have continued to get worst, with a few boards raised to a point that could potentially cut someone's foot with the wrong move. On 7/26 & 8/10, I texted both ***** & **** asking for an update; neither of them responded.Business response
10/11/2022
A1 Floors has reached out to Mrs. *******. We have scheduled an appointment to meet Mrs. ******* at her home on Thursday 10/13 to go over her concerns and issues. A1 Floors is committed to customer satisfaction and we are confident we together with Mrs. ******* will find a solution to resolve this.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,9:00 AM - 5:00 PM
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | 9:00 AM - 5:00 PM |
SuSunday | Closed |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.