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:19/04/2024

  Type:Order 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.

  I had an incident in my home requiring me to call my insurance company on Feb 10, 2024. The insurance company sent a contractor to do the remediation. The contractor then sent a company called "End of The Roll" to my home for me to select my new flooring, in and around, Feb 20, 2024. They left samples. I told the contractor that I did not like any of their colours and wanted a different company. I ended up taking the settlement from the insurance company on Feb 29, 2024 and hired my own contractors. I noticed the samples about a month later and assumed they were garbage as I did not hear from anyone. The samples were thrown out during the clean up. I received a call from End of the Roll on April 12, 2024 requesting 'me' to drop off their samples (almost 2 months after they left them in my home). I told the person from End of the Roll that because I had not heard from anyone I threw them out. On April 18, 2024, I received an invoice from them for $135.58. I called them about it and not only were they rude to me, they threatened to take me to same claims court. #1; I was not their customer, the contractor was. It was the contractor who would be the one paying them, not me, had I gone that route. #2; it was the contractor who sent them to me, I did not ask for them, nor would I have selected them! TERRIBLE business and TERRIBLE customer service!!!

  Business Response

  Date: 30/04/2024

  I apologize as I did not see the original email about your concerns.  I was away from the business and I was not aware of this situation. 

  You are correct and should not be responsible for the samples as we will address this with the contractor who didn't advise us that you chose to go elsewhere.

  Please disregard the invoice

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

  *****, End of the Roll Sudbury

  Customer Answer

  Date: 30/04/2024

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

• Initial Complaint

  Date:21/09/2023

  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.

  Flooring Tiles were not replaced as per agreement they did not finish the job because the kitchen cabinets were already installed before they got there came after 7 weeks late the tiles were to go to the back wall and they could not do it so I had asked for a refund and they only gave tiles worth $68 that was an insult the refund should have been $ **** because the job was not completed common sense tells you to give a refund for a job not done they refused . They had already done carpet upstairs before this 3 bedrooms, hallway and stairs and this is how they treat there valued customers? ******************************* was handling the case and did nothing but give us a hard time. We are seniors living on a strict pension and cannot afford a loss like this.Please can you help us thanks

  Business Response

  Date: 21/09/2023

  End of the Roll was hired by an insurance restoration company to to replace flooring from a claim.  The General Contractor was ******************* Systems and they instruct us on how to proceed with the job which includes selecting flooring and coordinating the installation. 

  The first part of the job as described from the customer was accurate and we installed carpet in upstairs in the bedrooms and hallway.  This was completed March 23, 2023

  The second phase of the job involved ceramic tile in the kitchen.  The customer came in the last week of March 2023 to select tiles.  The tiles were installed April 24, 2023 in the kitchen area that was approved from the insurance adjuster.  These tiles were installed prior to the kitchen cabinets being installed.

  In early May 2023, we were advised from ******************* System, that the customer was looking to upgrade and extend the ceramic tiles to the room beside the kitchen (living room 2)  We were asked to provide a quote for the difference of the upgrade from laminate to tiles.  The quote was sent on May 24, 2023.  The quote was approved on June 23, ****************************** to pay balance of the upgrade to be able to proceed with ordering the tiles.  The tiles are not a stocking item and it took about 4-5 weeks to arrive.  We sent the installer on August 8, 2023 to install the extra room added by the customer.  In between the time of the first install on March 23, 2023 and the current install, ******************* Systems installed the kitchen cabinets.  Do to the fact that the cabinets were installed there was one area that we could not install the tiles under.  The installer installed tiles as far as he could underneath the existing cabinets as per regular installation standards when cabinets are in place.  The kick plate would then need to be installed after to complete the cabinets installation.

  The customer contacted ******************** on Wednesday September 13, 2023 about a refund for not having the tiles installed under section of cabinets.  End of the Roll offered a solution to the situation to credit the tiles that were not used.  This came out to one box of tiles.  There would be not refund or credit on the labor since it was a minimum charge on the installation.

  We have tried to explain to the customer that we are not the general contractor.  We explained that they need to contact ******************* Systems if the have any additional concerns.  Since the customer decided to upgrade and change the scope of work after the original tiles were installed, there is no way to correct this situation without removing and replacing the entire kitchen which would not be approved by the insurance as this was not what was originally there.  End of the Roll is willing to go back and install tiles in the areas in question but the customer would need to contact ******************* Systems to coordinate removing of the Cabinets.

  Our offer to refund the box of tiles is still available if the customer would like to proceed

   

• Initial Complaint

  Date:09/06/2023

  Type:Delivery 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.

  Before contact signed, delt with *******. Advised needed flooring installed before end of June. ******* showed samples, ensures install date of 3 weeks. After wasting 2 weeks of my time, now states he hasn't ordered or bothered to further contract. I have emailed twice, called multiple times to speak with owner. No answer. Buyer beware. From the start not clear and forth coming in dealings with potential clients.

  Business Response

  Date: 20/06/2023

  The customer came and inquired about the availability to install a product selected.  The sales person scheduled a measure on June 12, 2023.  At that time the sales person informed the customer that product selected would not arrive in the timeline that she had requested.  The salesperson explained that it is coming from the Mill in the states and it will not be available by the end of the month.  After informing her about other option, the customer explained to the sales person the this is what she wanted and that she "wants what she wants".  The sales person left the measure explaining that he would reach out to the rep and to see if any other stores across Canada had some of that stock.

  On June 15, 2023 the customer called the store to speak to the sales person.  At this time he explained that he had not heard back from the rep but informed her that it was unlikely for the product to arrive in time.  She was very upset about this and this was the last communication we had from her.  Note:  Although we were waiting for the product to be transferred from the mill to their warehouse, we did not officially place the order since there was no deposit down.  It is the store policy not to order anything until we have a deposit.

  Not making an official order would not prevent any delays if the product could be transferred in time for the install.  We have not heard from the customer since that date.  

  Since receiving this complain, End of the Roll will be reaching out customer as well