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BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
We sell and install all types of floor coverings. We're a locally owned and operated business.
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A BBB Accredited Business since
BBB has determined that Factory Flooring Direct 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 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Richard Ure, Owner Mr. Brandon Ure, General Manager
Floors - Hardwood Carpet Layers Floor Laying, Refinishing & Resurfacing Tile - Ceramic - Contractors & Dealers Hardwood Floor Contractors Carpet & Rug Dealers - New Resilient & Vinyl Flooring
Products & Services
Factory Flooring Direct sells the following brand(s): All major brands
Method(s) of Payment
Products & Services
Carpet, tile, wood, laminate, stone, vinyl, rugs, window coverings. Professional installation for all products.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
7666 Highway 36
Tooele, UT 84074 (435) 833-0203 (801) 250-0799 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
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Additional Phone Numbers
- (801) 250-0799(Phone)
Additional Email Addresses
- - eQuote
- - Sales
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We purchased flooring from factory direct. The install has already taken place and there are several issues. 1st issue: during the meas***ment phase, meas***ments were taken and layout as discussed on the flooring. We wanted 1/8 spacing on tiling. During installation I was told it was going to be 3/16 and that if I wanted 1/8 I would have to pay to remove the tiling that was down and pay a charge to have the entire floor spaced at 1/8. This was never told to us at the beginning and I feel that its almost a bait and switch. I agreed to let them finish at 3/16 spacing as I felt bullied into it. 2nd issue: I picked out the grout and the final color is supposed to be a medium brown of sorts. The grout is currently mostly white in color. When I explained the issue, initially **** said it was my fault since I picked that color. 2nd he told me we would have to pay half to get it stained to make it the right color. I mentioned cutting into the grout and removing a 1/4 inch and re-doing the grout and was told by **** that it was too labor intensive. I could go on with the issues that I am having with **** and getting my flooring finished. My husband was here for all the initial setup like measuring and spacing conversations but he is deployed and is going to try and call the manager to see what can be done. We are both unhappy with the way things have went and the way we have been treated. **** is a very poor representation of this company at this point.
Desired Settlement: I would like my floor finished, I would like the grout to be the color we requested and at this point I would like 25% back from the overall cost for everything we have been miss represented and put through.
Dear Ms. *******,
We're sorry to hear that you're dissatisfied with the installation of your tile. We never purposely misrepresent what we're selling or what we can do in installation.
Installing floor covering is more complicated than people often think. Tile is especially complicated. Every home's subfloor varies and different types of tile need to be installed to certain specifications. We always strive to complete our installations to the specifications required by each type of tile, while satisfying our customer's wishes. That's what we tried to do in your case. We did use the grout color you chose, but I understand it looked lighter than the sample you saw.
Since you issued your complaint to BBB we have been to your home to complete your installation and to stain the grout to the color you expected.
I hope your floor now looks more like what you envisioned. It’s always our goal to make your floors accentuate your lifestyle. Please let me know if there is more we can do.
Thank you for your business and your patience,
Customer Reviews Summary