Complaints

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.

• Initial Complaint

  Date:16/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 & installation from CDL flooring (*******). Immediately upon completion we noticed our children were getting lacerations on their feet and their clothing was rapidly deteriorating on the feet and knees. We reached out to *** and an inspector was sent out. The inspector admitted the surface was unusually rough and rubbed his fingers on the floor, which then removed skin from his finger. He stated this "should not happen". He said he would send a spare plank for further inspection. We heard nothing back. We continued to contact *** for a resolution, they admitted there was a problem however the only solution would be to remove and reinstall the flooring. We don't find this an acceptable solution for the following reasons:1. We are restricted to the same flooring manufacturer. We would not get the same color and pattern that we originally picked out. Forcing us to use a color and pattern we do not want.2. No guarantee this issue would not occur again since we'd be using the same flooring manufacturer, repeating the same issue. 3. The inconvenience it will cause our family to remove and replace flooring, move furniture, reinstall baseboards, repaint, etc. all over again.4. No longer trust CDL flooring for replace our flooring and stand by their product.We requested a full refund due to the severity of the faulty product and the physical harm it is having our children. *** declined that request. CDL flooring is liable for the faulty product that is causing physical harm.

  

  Business Response

  Date: 16/01/2025

  The product was sent for testing to the manufacturer, *******, upon receiving the results from *******, CDL passed along the the information to the consumer shortly after receiving it along with a reasonable solution.  The findings were that the finish is consistent with that particular line from *******, and nothing was abnormal with their flooring, however as a accommodation, CDL along with *******, would replace their floor with another equivalent product from *******, but with a different finish to ensure that it worked better for their lifestyle.  This is a reasonable solution to their problem, and CDL refunding their purchase in whole will do nothing to fix the concerns raised.

  Customer Answer

  Date: 16/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  1. We chose a flooring with a specific color and design suited for our home.  We are not interested in other Coretec flooring options as they are not the same color or design as what we have chosen.  The contract agreement was for a specific color and design and the supplier agreed to provide this product free from defects.  If the supplier is unable to provide the product agreed upon then they are breaching the contract.

  2. Even if we were to agree to replacing the flooring, the supplier has not made a guarantee that it would not happen again.  So there is no guarantee this would not occur again.

  3. We no longer trust CDL flooring to fix this issue and demand a full refund.  We will decide how to fix the issue ourselves.

  This is a major liability issue as the flooring is causing physical harm to our children, causing lacerations on their feet and damage to their clothing.  Both the owner of CDL flooring and Coretec have admitted there is an issue with the flooring and due to this they can refund us for the faulty flooring.

  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 16/01/2025

  It is now clear the supplier also **** to us.
  
  When they sent the inspector to look at our floor he asked for a spare plank to send to a "third party material testing facility".
  Now the owner has stated the plank was sent back to the manufacturer (*******).
  

  Nobody contacted us about the results of the "testing" they were having done.  I sent two emails to ***'s inspector asking for results and received absolutely no response.  The also never provided any results from testing.  
  
  I asked repeatedly of the owner, if the flooring is fine then why are there lacerations on my children's feet?  I received no response.  
  He has stated this is an issue and he would replace it. But only at his choosing.  We do not trust CDL flooring and do not want to continue doing business with them. 

  

  Business Response

  Date: 16/01/2025

  The inspector is no longer with ***, that is why he would not have responded.  As for it going to a third party testing facility, that can be done as well if you insist. It would likely come back that the floor is within specification.  Had a manufacturing deficiency be found the result would be, replace the floor with an equivalent Coretec product, no cash value, that is where we are at this point.  You are welcome to contact (****) Coretec yourself, claim # ****** Claim Analyst ******* ***** **************, or **************************

  Customer Answer

  Date: 17/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1. We have reached out to the manufacturer (*******) they redirect us to the vendor (CDL) for complaints.  

  2. Our contract is with CDL flooring, not with *******.  It is not our job to chase the manufacturer for defects, that is CDL's job.
  

  3. *** does not dictate what the outcome of this matter is. Nor will they dictate that we must chose a different color/design for our home.  Failure to deliver a product that we agreed upon.  

  4. If CDL is willing to cover the cost of replacing the flooring, then CDL can cover the cost of reimbursing us for the same faulty flooring and we will deal with the issue ourselves.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 20/01/2025

  *** stated our offer in our past exchanges.  It remains the same.

  Regards

  Customer Answer

  Date: 20/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Ive outlined my expectation repeatedly to the business.  I will look to further escalate the matter as needed. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:21/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My mother has a floor put in by CDL they did all the measurements and the installation. Before the job my mother who is ** fell ill so my husband and I prepared the condo and oversaw the job. Of a total of approx ** flats of flooring * unopened flats remained plus an opened flat that was nearly full. We were told to take them back to CDL for a credit on moms invoice. When my husband got there he was told they would not take back the extra even though they obviously mismeasured. When **** asked to speak to the salesman he was told he would get back to him. Even though my husband explained my mothers illness, the salesman called her. She is beyond caring about this because of her illness. I think this was unprofessional and unfair. I think that they should take back the unopened flats of flooring because they did the measurements.

  

  Business Response

  Date: 02/01/2024

  Hello ******,

   

  My apologies for the challenge you have had with the order overage. We do recommend keeping some excess material (for example 1 box plus the 1 open box that remained would be my suggestion). Every flooring project does come with different waste factors/challenges, so we can't always get the quantity perfect, but we can certainly take any un-opened cartons back as an exception in your case.

  Unfortunately with the name provided I am unable to locate the order to properly assist. Would you be able to provide the name the order was placed under or the ** number pertaining to the order (It would be a ***#)

   

  Thank you,

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

• Initial Complaint

  Date:17/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  May * and May ** 2022 , install for kitchen floor , product used was ******** Luxury Vinyl Tile . Floor leveler was installed on May * , on only half the floor . Original quote by salesperson was for the entire floor . Invoice was for ******* , which we paid for when floor was done . Nature if the dispute is we are left with a warranty that is void because the installation of the floor leveler was only completed by ** % . The part of the kitchen not levelled is soft and bouncy to walk on and we can hear a clicking noise as we walk . Last visit by a CDL employee on Oct */22 told us that the issue we have is a structural problem . This was the 5th visit , first visit was June **/22 by a different CDL employee . I would like this issue fixed so that we have Lifetime Residential warranty that is offered by the product we purchased . And a floor that is solid to walk on . I do have a photo of the initial floor leveller that was done on May */2022 .

  

  Business Response

  Date: 26/04/2023

  In regards to this, no one from CDL suggested that there is no warranty on the product, full manufacturing warranties are valid.  In regards to the preparation, self levelling was done where required, which was where an addition was added and in other areas, and a skim coat over the subfloor seams, so that the cracks would not telegraph through the new flooring, which was all that was required in those areas.  The pictures showed to CDL's service tech by the customer was confirmed that the skim coat was completed.  The clicking sound in the area where the new floor was installed was consistent with another are that flooring was not replaced, leading to this being diagnosed as a structural issue, and beyond the scope of work included.  Again, full manufacturer warranties are in place. Another site visit by management and the service tech can be arranged to go over things once more so that a full understanding is met between both parties.

  Customer Answer

  Date: 26/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Entire floor was to be done with leveler as per salesmans quote . We are dealing with an uneven floor due to leveller not applied to the entire floor . Document from the manufacturer says no warranty with uneven or unlevelled subfloor . 
  Skim coat was not done on subfloor seams , where leveller stopped . We ************* in our floor outside of the leveller . We have clicking and up and down movement on the tile where there is no leveller . 
  We also have found sharp nail heads (3) on a tile that was installed without leveller . . . 

  Sincerely,
  
  ****** & ***********************

  

  Business Response

  Date: 03/05/2023

  Without being able to visit site and view the issue I cannot do anything further, as at this point CDL disagrees with your opinion.  Please advise if there would be an opportunity to visit site with management and the service technician.

  Customer Answer

  Date: 03/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** & ***********************

  

  Business Response

  Date: 10/05/2023

  Please clarify if CDL management, CDL's service tech as well the manufacturers rep from Shaw industries are able to attend site to assess, and try to address concerns.

  Customer Answer

  Date: 10/05/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19943172, and find that this resolution is satisfactory to me.
  
  I understand that CDL Management , CDL Service Tech and the Shaw Rep as well , to look and investigate our complaint regarding kitchen flooring .
  
  
  
  Sincerely,
  
  
  
  Carole & Gary Gerlach