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Business Profile

New Carpets

Derr Flooring Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

This profile includes complaints for Derr Flooring Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Derr Flooring Company has 6 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints 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 type

    • Initial Complaint

      Date:01/24/2024

      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 flooring from this company (also known as *****************?) less than 2 years ago for our kitchen. It came with a lifetime warranty and was 100% water proof. Approximately a year after it was laid it started to lift at one end of our kitchen by a back door. Our installer was an individual who works for ********************* (******* Flooring out of *********, **). ***** purchased the flooring for ** from *****************. We filed a claim in October 2023 with **** Flooring. On 10/31/23 we received a letter from them stating that they were declining our claim. The claim is #******ERH. The retailer is ******* Flooring. The complaint is listed as "floor lifting after installation" or "Open Joints") The floor is Parkway Pro Chestnut-********. ***************** advised us that **** Flooring *** was declining our claim at this time based upon the information submitted with the claim. They sent a rep from the company with ********************* to examine the problem with the floor in our home. ***************** told us "we didn't follow instructions to assure that the floor surface was clean, dry, structurally sound and flat within 3/16" per 10 foot radius. Supporting floors must be rigid as too much deflection can result in a failed installation. These requirements were not met." "Beauflor warranties do not extend to installation or site related conditions." If we disagree with this decision we can commission our own independent inspection. The inspector will have to be licensed and accredited. If this decision is made, they will be more than happy to re-evaluate the claim to consider and results revealed, signed ******************** (**********************).Why would we have additional money to hire our own inspector when we just lost $1800 on the floor alone? The floor was appropriate and ready for new flooring to be laid. The installer stated this. Maybe ******* from the flooring company or even ********************* should have inspected it first. The instructions that were printed on the box that we were accused of not reading, required a magnifying glass to read. I feel it would be safe to bet that ***** reads these instructions. But even so, our floor met the requirements any ways. We are consumers, not flooring experts!! ******* and ***** were picking out a spot in the middle of the kitchen that they felt didn't meet the 3/16 " ruling. In fact, my husband and the installer measured it and it met the criteria. Also, the problem with the floor lifting was by the back door, not in the middle of the kitchen where the area was that they were picking out. This area is a good 7 feet away from the back door area.We feel that we should receive new flooring at no cost, or a reimbursement for the entire flooring project in the amount of $1800.

    • Initial Complaint

      Date:06/28/2023

      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.
      I had new floors installed in 2016. The floors started peeling in 2018 but I was going through medical issues (brain surgery) and was unable to deal with it. I finally contacted the installer in 2022 and they reached out to the manufacturer who replaced the peeling boards. It hasn’t even been a full year and the same boards are peeling again. We are a shoe free house and there is no reason why this floor should be peeling again. I reached out again to the manufacturer and they said the biards were replaced in good faith but won’t do anything for me now. I would either like the boards replaced again or the entire floor replaced as I believe the floor is defective. The company is claiming it’s a humidity issue but if that’s the case someone should have mentioned that when the floors were purchased.

    Derr Flooring Company is NOT a BBB Accredited Business.

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