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Business Profile

Floor Installation

Rocky Flooring

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Installation.

Complaints

Customer Complaints Summary

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

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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:03/26/2024

    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.
    Rocky Flooring LLC came to our house on January 24, 2024 and replaced flooring in our entire house. Luckily for us this took 2 days, so we were able to see some issues with the flooring the 1st night. I contacted Rocky Flooring and explained the issues. Which was floor was still creaking in the places we had discussed. Also that we had seen 3 humps(so far) in the floor and would show them to the crew the next day. They were really wanting to finish in 1 day and now I see why, because if they would have finished in 1 day then we wouldn't have been able to see issues until after they were done and gone. I was told that they would take the flooring already installed apart and install it again after the fixed the subfloor. They came out the next day and finished the flooring in the rest of the house. They did not take up flooring, fix subfloor, and replace the flooring. They said that our house was unlevel. We have had to pay a guy to come check on leveling of the house and he stated that the house was .025 unlevel and fixed it. So the issue was not the leveling of the house. I believe the floor was rushed to be installed and the correct prep was not completed. Also no communication of the humps in my floor were made until I just happened to see them. I have contacted them several times to come and fix the issues. They say they will get back to me or they say they will be here on a certain day and then cancel when I ask what time they will be here. I have several major humps in the floor and some of the boards are already starting to lift up and not connected.

    Business Response

    Date: 03/26/2024

    Hello, thanks for reaching us about this situation. 

    We have explained to the customer we’re not responsible for any subfloors issues, we’re only able to fix vinyl planks. We have a contract and we don’t warranty our jobs by the price giving to the customer. 

    Customer Answer

    Date: 03/27/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 


    The floors were not prepped correctly as stated by the company and in the contract. This is why there are issues with the floor. The company stated they would take up the work they had already completed and fix, but this was not done either. It is in the contract that they will fix the floor and this has not been completed. The longer this goes on, the more damage to the floor is being done.



    Regards,



    ******* **********

Rocky Flooring is NOT a BBB Accredited Business.

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