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Business Profile

New Carpets

Flooring Liquidators

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

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

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Flooring Liquidators 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 status

    Complaint type

    • Initial Complaint

      Date:06/18/2023

      Type:Customer Service 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.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not yet fulfilled what really needs to be done here.ed. Like I said, it was installed on the mains slab foundation and they came up with every possible reason to not cover warranty, I mean this floor splinters so bad my 4 year old daughter took a 1” splinter to the foot which is why we have duct tape on the floor and is just ridiculous on how they are so unprofessional and it took them 3 weeks to just call back to file a claim with this lady name *** in ****** CA and 3 months to send a inspector out from LA for him to say if you don’t here something back in 2 weeks just call to you get an answer and this girl *** says we can’t warranty because your floor is off more then 1/8th” and your baseboards are to tight and there is no under lament, which when they sold to us they said doesn’t need it and the box says it to. So this *** girl is doing everything possible to get out of these warranty’s and I know 100% I am not the only one here with a claim so please do t buy from these fake unprofessional people with false advertisement.

      Business Response

      Date: 06/19/2023

      To whom it may concern,
      Thank you for bringing this to our attention. It is very
      important to note that ****** ***** is not our customer. We sold the material
      in question in September of **** ** ****** ******** who ****** ***** hired as
      his flooring contractor to install the materials.  We have attached a copy of our sales invoice
      to ****** ********.
      ****** ******** originally filed a claim with us around
      April 10, 2023. His complaint was that planks are breaking at the joints and his
      customer’s floor was coming apart in several areas. We immediately filed a claim
      with MSI International who is the manufacturer we purchased the flooring
      material from. The materials purchased were 2,400.77 square feet of Cyrus 7x48
      Whitfield Gray. MSI decided to commission a 3rd party inspector **** ****** who performed the inspection on May 27, 2023. The inspection report along
      with photographs are also attached. In the conclusion section **** noted that
      he did not find any manufacturing related issues. However, he did find several
      installation related issues.
      - (Failed) The Manufacture Floor Flatness Installation Guidelines. Per manufacturers installation instructions: Subfloors must be flat to 1/8” per 6’ (3mm per 0.92 meter). Specific areas include: Living room, hallway, dining room, and kitchen.
      - (Failed) Proper expansion. Per manufacturers installation instructions: Use spacers along all walls to maintain a minimum expansion gap of 1/4". Specific areas include: The front door, back door, and bathroom doorways.
      - (Failed) Use of T molding transitions in doorways as suggested by the manufacturer.
      As a result of the inspector’s findings, MSI International denied
      the claim on June 14, 2023. Flooring Liquidators immediately phoned our
      customer ****** ******** to explain why it was denied and then followed up with
      the attached denial letter.
      It is important to note that Flooring Liquidators sold the
      materials only. We did not install the product. When a claim is filed, there
      can only be 2 results. Either manufacturer related issues or installation
      related issues. In this case it was installation related issues.
      If you have any questions or concerns, please do not
      hesitate to reach out.

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Resolved
      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 purchased a product that is made by MSI flooring over $17000 worth of product in an upscale home. The flooring product Was advertised as not needing a vapor barrier after a year or 2 in my house everything started to buckle and lift up I called the company's customer service line and they sent an inspector out he said there was a moisture problem and that all installations now use a vapor barrier. I have never received a copy of the report I have never heard from anyone other than their installer who said that he wants to replace the entire floor because of the product not the installation they now do not answer my phone calls and I never hear back from them and this has taken over a year

      Business Response

      Date: 03/08/2023

      The consumer who filed the complaint was contacted immediately upon receiving the correspondence . An inspection was performed by an independent inspection company, and found that the consumer had installed the material incorrectly. Flooring Liquidators made an accommodation to provide the consumer with additional material which would allow a partial replacement to be done. 

    Flooring Liquidators is NOT a BBB Accredited Business.

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