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Business Profile

Floor Installation

Floors To Go

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Installation.

Complaints

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

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:02/18/2023

      Type:Product 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.
      DISPUTE - buckling vinyl floors where the joints meet If expecting to sell the home tomorrow, the defects would be noted and reduce the sell price.HISTORY Sep 12, 2022 - bought "top seller" vinyl flooring, (and carpet installations); $2500.00 for 1/2 of expenses upfront on CHASE INK **** CARD Oct 5, 2022 - Installation date Oct 12, 2022 - 2/2 balance payment made $2850.00 on CITIBANK **** Dec 26/28, 2022 - Found defects in flooring; calls and follow-up email with photos (Nov-Dec 2022 - informed "installer would be out for the holidays; to address after the new year in January"Jan 17/18, 2023 - called Floors-To-Go store; appointment arranged with installer; 3 follow-up visits to the store to argue the bad looking floors feeling overlooked; informed: 'there is a guarantee on the work; that I can buy another box of flooring (besides the 8 I have left over from the first buy) for any future replacements, or the company goes out of business'. Asked the store had there been any other buyer-complaints on the product, and the response was 'No'.Jan 18-Feb 10, 2023 - suffering PTSD from the experience; finally able to move on the concern Feb 10, 2023 - contacted my banks regarding the distress aftershock for the service and product as a result. Advised to file a dispute for reimbursement. SUMMARY OF EXPENSES **************** payment, part 2: $2788 charged for balance due Expenses charged to CITIBANK **** CARD: $2850 Note: Payments made in full to store in 2-parts with (2) banking institutions.Feb 16, 2023 - Contacted BBB to help with seeking resolution RESOLUTION REQUEST (1) have store address my concerns that the dispute is valid;(2) make appropriate repairs sooner than later;(3) reconsider who buys more product for future replacements;(4) disputed $2850 to CITIBANK **** CARD can be reversed, and store recovered when repairs completed; and (4) restore respectable relationship with the store

      Customer Answer

      Date: 02/23/2023

      I am interested in having the establishment follow through on the agreement to fix floors as guaranteed.  Within 2 months, there was obvious errors either in the installation and/or the product was not their top buy, and they told me there had been no other complaints with this floor type. Whatever amount had to be disputed with the bank (not thinking of the BBB establishment first), all monies will be given back to them.  Just fix the floor is all that needs to be done and to maintain our relationship.  I am having far too many establishments do work and create a rift between me and them and I cannot call them back for service.  Not going to happen here.

      Business Response

      Date: 04/13/2023

      see attachment 

      Customer Answer

      Date: 04/19/2023

       
      Complaint: 19419330

      I am rejecting this response because:

      There have been some untrue statements made as to how many persons were sent to my home to consider said damage.  There was only "1" as opposed to "3", as said in one such reply from Floors to Go, and "2" as said in a more recent reply from Floors to Go. The one that did come saw no urgency or problem with the floors but that there would have to be a lot of replacing done to rectify the solution.  I approached the store directly after the person's visitation to no avail. That's when I decided I needed to pursue for damages and sought to file a dispute with my bank card company. I have be seeking resolution so far, but I don't think there can be one without prejudice at this point. 

      Sincerely,

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

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