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Business Profile

New Carpets

Johnson Floor & Home Carpet One

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

This profile includes complaints for Johnson Floor & Home Carpet One's headquarters and its corporate-owned locations. To view all corporate locations, see

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Johnson Floor & Home Carpet One has 5 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We purchased new carpet in Oct 22, and had problems with the install which they did come and repair but I noticed the carpet shedding an unusual amount. I had the carpets cleaned to see if it was just loose carpet from it being new. However, this continued to happen. I called in September 23 to have them come out to take a look. They asked to send them pictures which I did. Then, nothing.crickets No callback. I continued to call and leave messages and finally I was able to connect with **** the manager. He came out took pictures, agreed it wasnt normal for my carpet to continue to fall apart. He explained he would put in a claim. After a few more months pass and all my emails and calls get ignored, I was lucky to get **** on the phone when I called. He explained to me that the company has been bought and sold twice since he put in my claim and it must have gotten lost. He then said he would put in another claim.. its been over a month and Ive called, sent emails and crickets yet again. Im so disappointed. We paid over 9k for carpet in just 2 bedrooms and a hall. We wanted the best carpet with the best warranty and we ended up with trash. What a waste of money. Please do your research and dont use this company. They dont stand behind anything they sell and they could care less about the customer. It will be an entire year that Ive been waiting for this to get resolved for in September.

      Customer Answer

      Date: 08/26/2024

      Please see attached receipt 

    • Initial Complaint

      Date:04/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      1. Floor was installed incorrectly. 2. Job was never finished (caulking, stairs, trim, etc)I attached a detailed four page pdf with this complaint. Questions or additional documentation - please call me at ************.

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We purchased Laminate Flooring from Johnson ***************************** on South ********* We worked with *************************, primary salesman at this store. He guided ** to what he thought would be the best flooring for us, Mannington Laminate Restoration Collection. So we ordered it. They started the installation the last week of January 2023, and finished a week later. The floors looked good, but there were several issues with that the installation crew that needed correction. They finally fixed these things in the first week of March 2023. In just 6 months after the floor was put down we noticed the top finish layer was coming off from the substrate strips used as a threshold between the new floor and tile in the bathrooms and laundry room. This exposed the white plastic substrate. We called Johnson Floor and Home several times in August, and finally spoke with *************************, the man who sold us the flooring. He came io see the problem on 08/02/23, took several pictures and promised to get back to us in a few days after contacting the manufacturer. Still there was no action after calling them 4 more times. Finally in December **** came and had 2 different threshold strips from a different manufacturer. But only 1 worked, so he installed 2 threshold from this strip and was going to go get another strip for the other 2. Weve had 5 appointments with **** this year, 2024, that were a no show. He did he come once on 02 02 2024, but had the wrong product. **** made more calls to him for several weeks leaving messages, both to the store and his cell phone, and he has not returned any of them. Its been over 7 months since **** came and saw the problem and admitted these needed to be replaced. Its still not finished.

      Customer Answer

      Date: 04/03/2024

      Consumer reached out to the BBB to inform us their issue was resolved.

    • Initial Complaint

      Date:04/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased flooring with heating for my master bedroom from this company in February 2023. I paid in full. They have still not completed but part of the installation. They apparently changed the materials and will not complete the job abiding to the manufacturer's requirements thus without warranty. The floor heating is required to be tested during and after installation or no warranty on the product. They require I provide the testing that is needed by a third party and additional expence. I was told originally an electrician would have to connect the system which I agreed to. Now they tell me I need to have an electrician test and validate their installation.

      Customer Answer

      Date: 04/23/2023

      They have completed the install less the testing  documentation. I assume I have no warranty.  And so it goes ...

      Business Response

      Date: 05/07/2023

      I don’t know what testing documentation the customer is requesting the standard warranty agreement is in place just as it was at the time of purchase. We have not alter the warranty on this installation from the original agreement.

    • Initial Complaint

      Date:11/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      9/5/22 order place, went on backorder 9/7/22, product arrived at business warehouse 10/25, my contractors picked it up 10/27 or so, installed 10/30 while I was at work and taken I had not seen what shipped, I had my faith in business provide product I ordered. When I returned home I noticed product, that was installed was wrong color, installed product is brown in color and I order a gray color. I reached out to Johnson floor 10/31, they said get back with me, did not, I stopped in 11/2 with a plank that was delivered and it does not match the sample on display on the showroom floor (the part number is the same). As, the salesman Josh and another salesman sitting there, even stated its a different color.

      I reached back on today, 11/10 for update, about 40 minutes later receive a text message asking if floor installed, which he already knew it was, then received another text, because boxes open, there is nothing they can do. This is unacceptable as this is not any fault of me! it's a manufacturing issue. And I should be giving a refund or reorder proper product I ordered.

      I was not giving any final numbers, as I applied for there credit and Josh just sent the information in. I believe the product finance is around 2200.00

      Business Response

      Date: 02/23/2023

      Business Response /* (1000, 5, 2022/11/25) */
      Ms. **** purchased 462.6 sq. ft. of luxury vinyl plank and opted to use her own contractor for the installation. After the floor was installed, she contacted us and voiced concerns about the color of the material she received. She believed she may not have received the same floor she purchased. We confirmed that the correct floor was ordered and received. We then explained that there are acceptable shade variations between samples and delivered product. We contacted the manufacturer and they verified that this floors variations were within the industry standard for shade variation. Ms. **** wanted to return the material and make a new selection; however, we cannot accept returns of installed material. We could have returned the material and allowed her to make a different selection had it not been installed. The manufacturers guidelines instruct that the floor should be checked for color and shade correctness prior to installation. We do apologize that we were not able to accommodate Ms. ****'s request and hope she is understanding of the reason we were unable to return the floor.


      Consumer Response /* (3000, 7, 2022/11/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      So, even through my contractors installed the floor, Johnson flooring is stating I HAVE TO COME TO THE STORE AND VERIFY WHAT I ORDERED FROM THEIR SAMPLE IS CORRECT BEFORE MY CONTRACTORS INSTALL FLOORING? Josh and another salesman, EVEN STATED the flooring I received is not the same color as the sample on showroom floor! Not acceptable!

      Picture...plank on top (what I received) on store sample is darker. Again, not my fault manufacturer changed product and didn't update sample! Doesn't matter who installed it! Stand behind your product!

    Johnson Floor & Home Carpet One is NOT a BBB Accredited Business.

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