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A BBB Accredited Business since
BBB has determined that Broadway Floors meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Broadway Floors include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Type of Entity
Business ManagementMr. Jason Tristan, Owner
Floor Materials - Retail Tile - Non-Ceramic - Contractors & Dealers Tile - Ceramic - Contractors & Dealers Hardwood Floor Contractors Carpet & Rug Dealers - New
Alternate Business NamesBid4Floors.com
Industry TipsTips for hiring a contractor
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: We placed an order and made a $1000.00 deposit with Broadway Floors for flooring and installation on May 18, 2013. The order was for Bamboo Cherry SV03 (vertical construction) flooring. On Tuesday, May 28th the Incorrect product was delivered, Bamboo Chestnut SH03 (horizontal construction). We contacted Jason and notified him immediately the incorrect flooring had been delivered. He mentioned that he could not have his vendor sending incorrect product. He indicated he would come by to see, the next day he delivered a sample board which was quite different from the sample initially provided and asked me to get my wife's approval to install the flooring the next day, even if it was incorrect. That evening, my wife spoke with Jason at length regarding the variation on flooring, sent him pictures and explained it was not what we had ordered and our preference was to have the flooring reordered and he pick up the incorrect floor. Bamboo flooring is constructed in either vertical or horizontal construction. We ordered the vertical, but received the horizontal per the box. He was not inclined to order the correct flooring and kept insisting we have the incorrect flooring installed. The next day, my wife sent him an email thanking him for the time spent discussing with her on the telephone the product the night before. She had also send him pictures via email that evening and he told her he would send her a name of someone she could speak with at his vendor to help her understand the variation. In her email, she further explained to him that she and I had had a lengthly discussion regarding the color and the variation in the flooring construction and we felt strongly our preference was still the vertical construction and cherry color not the chestnut horizontal construction received. He kept insisting the floor was fine and we were just be too picky and difficult to work with. I explained to him, we just wanted the correct order, and not what he wanted. He said all his other customers always had the flooring installed. I again, explained to him, if the order was correct, we too would have him install the flooring. He came by to pick up the flooring on May 30th. He asked me to come by the next day for a deposit refund, because he was too busy to issue the refund. I also contacted his vendor and asked if Jason with Broadway Flooring had contacted them. The individual, Ysennia, said no, and was not aware the order was incorrect. I sent her a picture of the box, she verified that it was incorrect and they did have a Bamboo flooring that was Cherry and there also a color variation between the horizontal and vertical which is what we ordered. She apologized. I mentioned to Jason, we had called the vendor, and that she had mentioned he had not called, while he was telling us he had. On Friday, May 31st, Jason sent me a text message to my phone that we were no longer welcome at this store and called telling us we were going to be charged a 25% restocking fee. We told him we could understand if we had declined the ordered and there was nothing wrong with it but he had not mentioned anything when we placed the order, his invoice did not indicate there would be a restocking fee if the merchandise was returned, but in our case the order was incorrect and the we felt the 25% restocking was inappropriate. At the time, my wife was with me and had the cell phone on speaker, She told him it was quite unfair, as the order was incorrect and he told her she thought she knew it all, and we would not have this issue if we had allowed him to install the flooring. At that point, my wife explained to him, that it was unnecessary for him to be speaking to her in that manner, told him that we would dispute the amount deposited with our credit card company. He said it did not matter, as he would charge the 25% restocking fee and we could not do anything about it and hung up. Later that day, my wife disputed the $1000 deposit with our credit card and we are pending resolution. We are also quite concerned for our safety, based on his verbal comments and his text that we are not welcomed in his store front. We were always cordial and only requested our order be corrected and installed. We were not willing to accept something we did not want. We believe it is quite unprofessional, especially when Broadway Floors made the error.
Desired Settlement: 100% refund of our deposit to our credit card, we should not be penalized for a restocking fee, when the order received was not correct nor an error we made. Not to mentioned, we the customer are being penalized for an error the vendor and his supplier made. I do not believe this is a good business practice to blame the customer for their errors.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.