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Consumer Complaints

BBB Accredited Business since 08/01/2006

Flooring Depot

Phone: (309) 688-0765Fax: (309) 682-1656

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
02/05/2014Problems with Product / Service | Read Complaint Details
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Complaint
We ordered a hardwood floor.After the floor was put down,(by them)we were informed they didn't have the trim pieces to match this floor.
The initial date this floor was ordered I was told to put half down and pay the balance when floor was done.This was check ***** for $791.70 on 07/11/2013.After the floor was put down which my husband and I were both at work,we came home and noticed how the trim pieces that going in between the door-ways to the other rooms are a different color and a different wood groove than the floor that was put down.Called flooring depo.They claim there is NO trim pieces they can find to match this floor.Flooring depo never informed us when this floor was ordered that they don't have a trim to match this floor.Had we known that,we could have picked out a different floor.So it took Flooring depo over 3 months to finally inform us they could not find a trim to match our floor and we are stuck with what we got.Now flooring depo has been calling my husband and telling him that we need to finish paying the balance of the floor which is $928.00.So my husband and I go to flooring depo on Saturday Dec 21,2013 and talk to ******.****** says"he has no idea what is going on with us and our bill,to stop on Monday and talk to ***".So on Monday Dec 23,2013 I call *** at 1:15pm to discuss this floor.I let him know we were there Saturday and was told to get ahold of him on Monday.*** says"your balance is $928.00.I told *** my floor is ugly,it doesn't match and we need to fix this floor by someone who can match the wood.So it is going to cost us more money to go shopping elsewhere to get these trim pieces to match the floor.I said well let me talk to **** the Store Manager who is fully aware of the issues we have had with our floor.*** says "**** is out till the beginning of next year and you will need to call and talk to him" Good-bye and hangs up on me !! I didn't get a chance to ask *** what day the beginning of next year am I suppose to call **** back because he abruptly was rude and hung up on me !! Our floor is hideous,the floor and trim are 2 different colors and 2 different wood grooves..We paid almost $2000.00 dollars on a floor that looks like this.Flooring depo specializes in floors and they should know this is not a professional job.The contractor that flooring depo hired to come lay the floor and trim told me it does not match,but that is the materials he was sent out with to lay our floor.We want our floor done right or we want a reduction on the balance so we can shop elsewhere to get our floor finished.This floor shouldn't have taken over a day or two to lay.Instead we have had to wait for months and the floor still isn't right.Flooring depo is calling my husband wanting their money and the initial agreement was half down and the other half when floor is finished..Floor is not finished !! Also we have never received a bill in the mail,just my husband getting phone calls !! We want them to make it right or I would rather go to small claims court than to pay them for a job not done correctly..IT IS UGLY !! What kind of people would spend $2000.00 on a floor that looks like this ???

Desired Settlement
We want our floor to look beautiful.We want what we paid almos $2000.00 dollars for..The trim should match the floor or they should not have layed that floor if they didn't have trim to match it..They are suppose to be professionals and should have never tryed to pull **** over on their customers.Flooring depo should have informed us when we picked out that floor that they didn't have the trim to match the floor.This would have given us the opportunity to pick something else out.It is all their fault we are not happy with the job.They should have done everything possible to make it right with us.Instead they tell us we are stuck with it.I have 6 rental houses and have had floors and carpeting done (by other companys) and have never been treated like this.Flooring depo does not even put your quarter round down in the job.We had to go buy this and put it down ourselves.Then to have the contractor tell me we were correct by complaining because it doesn't match and he was told to do the job with the materials that were left for him.That should tell flooring depo something right there.

Business Response
Hello Mr. & Mrs. **********,

Let me start off by stating our objective was for you to love your flooring you purchased from the Flooring Depot. I would like to take a moment to review some items so that we have factual information out there. You purchased carpet from us on invoice #XXXXXX for the amount of $928.70. The balance remaining on this contract is $928.70. To the best of my knowledge that contract was completed and there were no issues that I am aware of. If this is incorrect please let me know. You purchased laminate from us on invoice #XXXXXX for the amount of 791.70 this balance has been paid in full. We have issues with the transitions not being acceptable to your liking. You purchased some binding to be done on invoice #XXXXXX for the amount of $105. This balance I told you would be an accommodation (no charge to you) due to you being unsatisfied with your transitions. In response to the question you had about the quarter round I am attaching all three invoices to this e-mail for your review. I will also be mailing copies to you as well. No where in the contract(s) was quarter round or the labor to install quarter round purchased. We regularly install quarter round when the product and labor are purchased. I apologize if your expectations were for that to be a free item and service. I ordered in samples from not less than 5 vendors and /or distributors so that we could hopefully meet your expectations on the transitions. Please believe me when I plead with you that the Flooring Depot's best interest is for you to love your floors. I am confident we are at this time unable to meet your expectations for the transitions. As I have told you in the past, if you would like to purchase transitions that meet your requirements I would be happy to reimburse you for the transitions as so long it is reasonable. Since I have had no further conversations with you and you have contacted the Better Business Bureau I am going to conclude this is not a viable solution for you. On the invoice that is paid #XXXXXX for your laminate that we are having the problems with the material total of your bill is $465.45. I am willing to discount the purchase price of the transitions for you which totals $216. Remember I have already accommodated you with $105 dollars in binding you were not charged for. To summarize you would be paying a total $144.45 for the laminate. If acceptable your balance due to the Flooring Depot would be $712.70 instead of the $928.70 currently owed.
:********** Invoices.pdf:

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution because obviously Carpet Depo doesn't feel they are in the wrong here.Just because YOU can't find a laminate to match our flooring is NOT OUR PROBLEM !! It is your problem and you should not be selling a product that you can not match the trim.The Store Manager is aware of the issues,along with the Salesman Don and also the installer.My husband and I will never do business with you again and once other people read what happened to us,you will not gain their business either.WOW, you gave us carpet runners thinking that might resolve the problem??REALLY!!Don't bother with any response on our behalf !! We will pay you the money you say we owe you (712.70)and be done with you.But just remember it took you guys MONTHS to work on our floors and never did get them finished.So it could take us months to pay you off !! Just saying !! Your business has poor customer service ....

Final Business Response
Hello Mr.& Mrs. **********

It is the Flooring Depots deepest regrets that we are unable to meet your expectations with the trim matching the laminate flooring to your liking. As I have explained I ordered from several different vendors and mills to try to meet your expectations. I have already accommodated you for $105 dollars in binding of runners for your home. At this point I have two solutions for you. (1) The original cost of the transitions were $216 dollars. As previously mentioned if you would provide me with a quote for transitions you find acceptable keeping it in the $300 dollar range or less I would be more than happy to pay for them. (2) Your balance due to the Flooring Depot is $928.70. I would be more than happy to discount off the amount of the transitions $216 which would leave you with a balance due of $712.70 (and you keep the transitions that are already there and installed) Please let us know which way you would like to proceed. With my sincerest apologies I wish we could have succeeded in making you a happy customer.

Industry Comparison| Chart

Floors - Hardwood, Floor Coverings & Installation, Carpet Installation, Floors - Laminate, Tile - Ceramic - Contractors & Dealers, Carpet & Rug Dealers - New, Carpet & Rug Dealers - Persian/Oriental Rugs, Antique Asian Rugs, Floor Materials - Retail, Vinyl Flooring, Window Shades, Window Coverings, Tile Sales

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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