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:05/14/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  ******, the owner, was polite and seemed very professional at the beginning of the transaction. Needless to say that her products and advice are excellent. So are her installers.HOWEVER, if unreturned calls and overcharging are contrary to the definition of a true professional, then ******, the owner, is not a true professional. According to our calculation, we were overcharged ( an amount in the four digits ) for work not done. One of those instances occurred when we cancelled the removal of tiles by All Floorzz, which meant a significant refund. Also, two of the three instalments were given to ****** in cash and NO receipts were issued for the third instalment. Again, overcharge according to our calculation and ****** did not offer an explanation so far. ****** is apparently looking into this matter and informed us that a refund is coming, but will not tell us how much the refund will be. This has been dragging on for 3 weeks, I.e. beginning of April 2024. Calls and texts are very rarely returned and physical visits to the store have been, since the beginning, our main communication vehicles. As we are snowbirds, we have now returned north and have no way to get her attention.Will we ever receive the overpayment that is owed? If so, how much and when? Who knows? However. I believe that communication in a situation like this one is the key . I am disappointed in the effort put forward to discuss the issue. I will be more cautious in the future.May 14, 2024 We are now in mid -May 2024 and the request for refund has been going on since early April. Texts and phone calls have been made and we were able to reach ****** once in the last two weeks. We were told by ****** that she needs to talk to her accountant before she can give us any information. She says that she cannot contact him because she broke her leg. Always a reason for not giving a straight answer. After reading previous reviews, it appears that ******* behaviour is not unprecedented.

  Business Response

  Date: 05/15/2024

  To whom this may concern 

   

  The information here is incorrect - the amount of ******* was the entire invoice the - overpayment that the customer is stating is ******* 

   

  true she came to us to clear this up a nd we were working on it - until I had to leave for a personal situation medical that  B- H is improving and her situation will be cleared up through the proper documents within the next 2 weeks 

  If the client is due  a refund on overpayment which she says is ******* then she will receive it --   - she was told that numerous times 

  Please tell ****** that thsi will be cleared up before the end of the month 

   

  Thank you 

  Customer Answer

  Date: 05/15/2024

  We have read Floorzzandmore reply qnd will be awaiting her complete answer as to amount due and timing of refund. Plse do not close the file.

  A sincere thank you for your assistance in this matter.

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

  Customer Answer

  Date: 05/17/2024

  Date Sent: 5/15/2024 3:27:18 PM
  We have read Floorzzandmore reply qnd will be awaiting her complete answer as to amount due and timing of refund. Plse do not close the file.
  
  A sincere thank you for your assistance in this matter.
  
  ***************************

  Customer Answer

  Date: 05/27/2024

  ****** is right in mentioning that we estimate the overpayment to be in the range of $1500.  
  We have given ****** 2 weeks, since the BBB reply of May 15, to inform us of the amount that will be returned to us and the date at which it will be sent. We have so far received no reply from ****** and we  do not want to give ****** additional time. Our initial request to ****** goes back to early April. We feel that six weeks is ample time.
  Additionally, since we are now back in ******, we would like the cheque to be sent through ***** and not the regular mail.

  Thank you for your help in this matter.

  Sincerely,

  *************************;

  Customer Answer

  Date: 05/31/2024

  ****** has mentioned that I would be getting a response before the end of the month. Nothing received yet. What are my next steps?

  thank you,

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

  Customer Answer

  Date: 06/19/2024

  Thank you for looking into this complaint. I would like to know why my case is called closed instead of unresolved. I think that a different terminology would make it more clear to consumers consulting your website. Also, when I log into your website, I see a B rating beside No BBB rating for Aa floorzz and More. Furthermore, what factors do you use to rate a business if reviews are not taken into consideration for rating a business?

  I am happy to see that you will be looking at trends and keep an eye on this business. I think that the American public deserves businesses that show respect and have high standards like integrity and reliability.

  Can you tell me at what time my complaint will show up on your website?

  Thank you again for your prompt and professional action in this matter.

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

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair 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 made an order with All Floorzz in April 2023 for hardwood flooring. As soon as I placed the order, our installer corrected the amount of flooring needed and I immediately reached out to see if I could adjust the amount on the order, even though I had already wired through the full amount to All Floorzz. The owner told me that she didn't want to make the adjustment until it shipped, because she didn't want them to cancel the order and essentially have us "lose our place in line" in the delivery process. She told us the floors were in stock and we could receive them in 1-2 weeks. Because we were in the midst of construction, we scheduled them for the first week of June; they did not ship out until mid-July. At the time of shipping, I inquired about the refund for the new amount of square footage, at this point the owner changed her story and said it happens after the delivery. After weeks of following up and the owner telling us that it would be this week, or tomorrow, or the day after...the floors finally arrived and we had to pick them up ourselves because they continued to give excuses about their delivery forklift being broken. The floors arrived and they appeared to be in good condition. We opened a box to make sure it was the right material (it seemed that the exterior packaging was different than the original product we had ordered before), and it was the same finish. The installers arrived 2 days later after the floors had acclimated and installed the whole house in one day. We came back to see everything and immediately noticed that the planks were 3 different sizes (8', 4', and 24'') not the 8' length we had thought we ordered. We reached out to the business owner immediately to ask a) for the original refund for the difference in material and pick-up instead of delivery and b) to see what could be done about the wrong materials being sent. She refused to refund us anything.

  Business Response

  Date: 07/21/2023

  Good morning -- 

   

  ************** and her husband ****** purchased flooring 3 times from our showroom - this is the 3rd order that they placed and received.

  When ****** called us to inquire about this order it was after the storms a few months ago and they were looking to put in an entire new floor to purchase. 

  When ****** asked about the previous wood that they purchased  I told him that I would call the   warehouse to inquire about availability - which I did - I did not just talk the talk - I walked the walk and did my   do diligence for my customer

  The warehouse representative/ manager informed me that the sku number cvt815 that they have now  is the same number that they previously order. although box packaging has changed

  The original order reflects VT815   AND THE ***** THAT THE CUSTOMER RECIEVED IS ***** AS WELL 

  I also mentioned to ****** that it has been 2 years since their last order so the shade and dylot can vary as it is a natural wood product,

  I have the paperwork  from the warehouse that confirms the same numbers from the previous 2 orders as the new one 

  **** is harshly accusing me of not caring about their concerns  which is totally the opposite of why I sit here day in and out and work for my customers to best of my ability - she is slandering my company by giving us 1 star reviews when I hand walked this and all other orders until it got done. 

  Secondly -If the product t was excepted and inspected then surely at that time a phone call needed to be made with any concerns about the material received, instead it was totally installed in their home and upon completion of their installers installation they reached out to me with this complaint. 

  I informed the customer that I nor the warehouse can accept the material back for any type of refund or credit for the reasons that are stated. in this response 

  Please note the record that I have responded to this claim immediately.

  Thank you for your consideration. 

  ***********************;

   

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20352569
  
  I am rejecting this response because:

  There are two factors to this complaint.

  The first is that we originally ordered and paid for ***** square feet of product; we only took delivery of ***** square feet of product. We immediately reached out to notify ****** of a miscalculation in the amount which she said she would change and refund us for. She gave various different stories of when the refund could be processed. She said she would do it immediately, then at the time of shipping, then at the time of delivery. To date, it has not been processed.

  The difference in the amount that we paid for the ***** and the ***** is $4,019.58. This is the MINIMUM of what we are entitled to as a refund. The business owner has failed to provide any insight on this overpayment--not providing an amount, or plan of repayment, despite several follow *** to that effect, which you will find in the attached documentation.

  The second issue is that this was a reorder of the same product that we have already ordered twice. The product that arrived was not the same, and she is blaming us for not inspecting it. Why did she take delivery of this product at her warehouse and allow us to pick it up. We are not complaining about a variation in color, the planks were 3 different lengths, rather than the 8' planks that we had already ordered two times before. For this reason, we believe that we are entitled to a refund above and beyond the $4,019.58 that is clearly owed for the product that was never shipped, delivered, or received. We believe that a $10,000 refund in total is a fair compromise. 

  As far as the claims that I am slandering the business owner, I am in good company with several customers sharing similar experiences on review sites such as ******* Yellow Pages, and more. If you review the 1-Star reviews, you will find that that many people have been taken advantage of, or have failed to receive the product they paid for. 

  All the necessary documentation to support these claims is attached and clearly notated. If the business owner does not want to do the right thing take the necessary steps to refund us, we will escalate this legally to secure the refund. We have spent over $200,000 restoring our house due to flooding and this is an unfair additional expense to incur as a result of unethical business practices. 

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

  Business Response

  Date: 07/24/2023

  Today the representative from the company supplying the materials that were delivered to our warehouse and then picked up by the customer was in our showroom and we reviewed the product in question and the claims that the customers are suggesting.

  INDEED, it was confirmed that the VT815 that was originally sold to the customer is the same product classification that was sold all three times to them VT815,VT815,VT815

  We did our   due diligence to make sure that this was attended to properly on our side with the warehouses that were involved as well as the factory representative.

  It is farthest from the truth that we would just send them any product just to get the sale completed       - they received what was purchased. 

  The overage that she is referring to came after the initial sale was done and they were told that once they received the order the paperwork would be sent to warehouse to process the credit back for extra amount that they no longer wanted - They will be notified when. The credit is processed.

   

  Thank you 

   
  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20352569
  
  I am rejecting this response because:

  The account from All ******************** is not factual.

  Here is a copy of a previous Invoice, the product is Villa Bourghese ******** (there is no SKU present on the invoice), compared to the product we received which is ********** Sea Oats? The complaint is not on the color, the complaint is on the size of the planks, which were previously uniformly sized at 8', and now came in 3 different lengths resulting in a completely different look and much less high-end feel. If the size of the planks or the product changed, why was this never communicated to us?

  Also, why am I waiting for a credit from the warehouse? I am not doing business and never agreed to do business with the warehouse. All Floorzz can pay our refund now, and wait for the warehouse to refund them. There has been several lies told (In writing) about when the refund will happen, and there is no confidence on this actually coming through. As you saw with the emails cited, the company said it could take place upon shipping, then on delivery. We have had the floors for two weeks, when will the refund happen?

  The business needs to take express efforts to correct this action. They have taken no accountability for their oversight, and failure to refund a significant amount of money owed to us. Send a check or a wire, show in good faith that you are willing to do the right thing.

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

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair 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 vinyl flooring from the company in July 2022. A few months after installation the floor is peeling and chipping all over. The owner referred me to the rep for the manufacturer but he is denying the claim without seeing anything! She will no longer answer the phone so I am filing this claim

  Business Response

  Date: 12/29/2022

   

  The customer was referred to the manufacterer   for their warranty claim - we called them for the customer and arranged a meeting for them to discuss the issue - 

  The manufacterer requested from the customer an inspection from a licensed istallation company to access the problem and to adress the claim 

   

  The company is waiting for the report from the customer to come to a final resolution 

   

  Thank you 

• Initial Complaint

  Date:11/12/2022

  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.

  I made a wood floor purchase from All Floors, **********************************************************, on 8/24/2022, and paid the business $26,257.81 for all the material by 8/28/2022 in order to place the order on the flooring and floor setting material. The purchase was for **** sqft of ************** 4" French Oak Engineered Hardwood floors and all required trim pieces (attached invoices show what was ordered in more details).I communicated with the store manager/owner (******) on 11/10/2022 to deliver my product next week. She responded back to me yesterday and said that the material can be delivered on 11/18/2022. However, she wanted to recall back a discount that she had given me at time of purchase. She had offered me the discount because I was paying by check (as indicated on the invoice), but yesterday during our phone call she claimed that the discount was because I was going to use her installer. I have not received any services from her installer and never committed to going with her installer. She then claimed that money I paid went toward the invoice as a whole; so I outlined to her that per her invoice, the money strictly went toward the materials order (also as indicated in the checks memos).By the end of the conversation she threatened not to deliver my order, or was going to deliver material that's short, or different product if I didn't use her installer. I tried to communicate with her multiple times since the call, by email and texts to resolve the issue, but she stopped communicating back with me.Attached: Copies of her invoices; Copy of handwritten note from her calculating the balance to complete the purchase order for the floors; Copies of money Zelled and check payments; photos of the product purchased; and my email and text communications with her.I dont understand why she insists on me using her installer, other than to think possible the material purchased has been manipulated and needs someone to cover for it.

  Business Response

  Date: 11/13/2022

  Respectfully, 

  My name is *********************** and I am the person that dealt with the client on the purchase of his flooring .

  As noted and presented to you - there is only one invoice and, on the invoice, there is numerous items in order to get to the total and the discount applied and payments. 

  The invoice   # ****  dated 08/24/22 is correct, and nothing has been altered to bring accuracy to the invoice 

  As can be clear the entire invoice reflects - materials and installation and a discount that has been applied to the ENTIRE invoice

  If the client wanted only the materials, then the invoice would be separate from the installation, but at the time of purchase of the wood flooring our estimator went out to their home gave them an estimate for the flooring 

  When the customer came to close the invoice and agreed to the total ,the discount and pricing was combined with the materials and installation as ONE INVOICE . 

  We have never stated that we refuse to deliver and do the installation at any time,

  The client had asked us to wait until he decided on his new kitchen

  We have been waiting on him to schedule the installation so we can deliver the materials and start the work 

  If the customer decides to cancel or break the agreement, I will need to send him a letter from our attorney so we can see our legal rights to uphold the invoice that he and we agreed upon. 

  Any further questions please   forward to me 

  Thank you 

  ***********************;

  for All Floorzz and more