Complaints

This profile includes complaints for Fastfloors.com, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fastfloors.com, LLC

  2787 E Oakland Park Blvd Oakland Park, FL 33306-1647

• 

  Fastfloors.com, LLC

  PO Box 23477 Fort Lauderdale, FL 33307-3477

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:03/16/2024

  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.

  I ordered two boxes of special Maple Greystone Somerset hardwood flooring. Paid by credit card. Got an email three days later that there was a mistake and that material was being held for someone else. Maybe they should check the inventory before they have customers enter their credit card info to purchase it. Funny how you can't get refund for special orders, they can just say oops sorry we don't have your material. I was notified in an email. I went online and looked up material and it would have let me purchase it again. Not good business

  Business Response

  Date: 04/02/2024

  Not sure what the complaint is here. Customer placed an order, the material was out stock, we informed the customer, we canceled the order and never charged the customers credit card. The customer should be writing a good review about how great our customer service was that we were quick to inform them of no stock, we quickly canceled the order and we didn't even charge their credit card. Instead, they want to bring a business down for being honest?

• Initial Complaint

  Date:11/03/2023

  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.

  I was looking for a certain brand and style of tile for my house. I found it on their website as being available and for a price of $43.22 a case. I placed the order on their website and paid $1,130.55 with shipping to my house. I received a receipt and an email confirming the purchase. They then phoned us back several days later saying that the flooring would be more money and the price was not correct. The supplier gave them the wrong price. They sent me a special-order form today with the exact price I paid of $1,130.55. I called to see what was going on and to verify the price is correct. They told me no, but I have a receipt and contract. The cancelled my order and I am waiting for a refund. Either this company is inept or they have false advertising and shady and unethical sales practices. They will not honor the sale.

  Business Response

  Date: 11/06/2023

  Not sure what this customer is talking about. There was a mix up on the size of the material ordered and what the customer wanted. There was no issue with this order. We left the customer a voicemail and they never responded to our voicemail. We have tried to resolve the customers issue on this order and have not received a response for them. There is nothing more we can do as an ethical company. We addressed our concerns of the customers order and attempted to correct it. The customer decided to post false information here rather than moving forward with the order.

• Initial Complaint

  Date:05/30/2023

  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.

  I ordered 68 boxes of flooring and additional stair edges for a home renovation at a total cost of $14k. When I ordered, the customers service associate and I discussed the delivery date and I planned to receive the flooring on that date. He suggested that I opt for the more expensive shipping company to facilitate more precision on the delivery date. The flooring arrived two weeks ahead of schedule and, as such, no one was available to follow their super detailed inspection protocol. As soon as I saw three boxes of flooring was damaged and two stair trim pieces were damaged (a very small percentage of our order). I contacted the claims department about replacement and got a very strange response about why had I waited 18 days to contact them (I told them I'm a busy working mom with two kids and a full time job and a house under renovation) and the insinutation that I was being fraudulent. I just want my damaged flooring replaced like any normal company would do. Buyer beware - you won't get any response if there are issues with the product they provide.

  Business Response

  Date: 06/02/2023

  We listened to the phone call with original sales person. When the order was placed, the customer stated the needed delivery on or before May 15th. The order was delivered on May 8th. On April 19th the customer was sent an email that the material was on backorder and would arrive to the warehouse on 05/04/2023. On April 27th the customer sent a second email about the backorder indicating that the material was coming in early and would arrive on 04/28/2023. On 04/28/2023 the material arrived and was shipped on 04/28/2023 and the customer received an email with the tracking number on 05/01/2023. Before delivery the freight company calls to schedule a delivery. On 05/08/2023 the customer signed for the material in good condition.

  The customer also received specific delivery instructions about looking over the material at the time of delivery and notating any damage. If there is concealed damage they must report it to us within 5 days. The customer was in possession of the material for 18 days before any damage was reported. We went above and beyond and filed a claim for the customer but the carrier denied the claim due to the material being signed in good condition and not being reported within a timely manner. *************************** nor the trucking company can be responsible for damaged material after the material has been delivered.

  We attempted to work with this customer to replace the material at a highly discounted rate due to the material being delivered in good condition but the customer refuses anything but free material.

  Customer also states that we have not been in contact but we have been in constant contact with this customer attempting to resolve their issues.
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20120765
  
  I am rejecting this response because the tracking information stated that the flooring would arrive on 5/4/2023 - please see tracking info attached. It did not arrive on 5/4/2023 as indicated - as such there was no one available to do the detailed inspection of unwrapping multiple pallets at a moment's notice whenever the driver opted to show up.  The driver ended up arriving unannounced (there was no phone call) four days later on 5/8/2023.  The delivery company stacked the pallets against the garage.
  
  My issue is that the receiving process is quite involved and you have to have someone ready and onsite to receive the flooring and who knows exactly what to do and has the time set aside to do it right.  Without reliable delivery information, it's impossible to have someone standing around for days waiting to follow a very precise protocol. 

  The driver arrived unannounced (there was no phone call from the delivery company).  We had to cease construction work and scramble to make space in front of our garage which was already full of other items and unwrapping and unpacking the pallet at that time was not a viable option as it would have exposed the flooring to the elements (it was raining that week in *******). 
  
  The entire back side of the pallet was placed against our garage door by the delivery company and the other side against our fence therefore only two sides were visible. Unfortunately the damaged boxes were located on the backside. We were not able to observe the damaged items until the pallet was broken down and we moved each box of flooring into the secure storage container. I personally removed the plastic from the pallet and moved each box and can attest that they were already damaged as I removed them from the pallet. The damage was in the same section on the 4 boxes as if something impacted the stacked pallet or the pallet hit something during transport. 

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

  Business Response

  Date: 06/27/2023

  First the customer states that the material arrived 2 weeks early and now they are stating that the material arrived late. Just like any order that is shipped, you can track the material on the website. We provided this customer with the website and tracking number to track the package. The customer gave us a deadline on when to deliver this material and we delivered within their time frame. Furthermore, just like any shipping company, they ask that you report the damage within a timely manor. We understand that a customer can not go through all the material at the time of delivery but in this case there was no damage reported for 18 days. We have offered this customer discounts for replacements but this customer demands free material. Our terms and conditions and emails sent to every customer are very clear on how to accept an order. The customer signed for the material in good condition. The customer is stating there is visual damage to the pallet. If that was the case, it should have been noted at time of delivery. Our company doesn't ask for anything more than any other company would ask for, report damage within a timely manor. Since the material was not reported for 18 days we could not accept the claim. We have been fair in every aspect with this customer. Unfortunately, we could not satisfy this customer.

• Initial Complaint

  Date:03/01/2023

  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.

  I purchased $6700 of ***** flooring from Fastfloors and it was supposed to come with a 20 year warranty according to the website. I filed a claim with the company because in less than a year the floor is showing cracks along the planks, chips and other defects. The floor is installed in a private Pilates studio where everyone takes off their shoes. This is not a high traffic situation. The claims person said I was using water to clean and that's why it was falling apart. I told them I use floor cleaner and occasional damp mop, exactly what the floor company says to use when cleaning. I called the manufacturer and they told me that they don't offer warranties on internet purchases. I have used this flooring brand in other 3 other pilates studios and the floors have been perfect. This particular floor is simply not a good product and it is defective. I want a refund.

  Business Response

  Date: 03/01/2023

  We have informed this customer previously that an independent inspector will need to be sent out to find out why the flooring is worn at the edges. If the inspector proves that this is a manufacturer defect the flooring will be replaced or credited. The customer is aware of this. If they would like to move forward with an independent inspector to find out the true cause of the issue they can email **************************************

• Initial Complaint

  Date:02/11/2023

  Type:Product 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.

  Con artist, frauds, horrible company. there is nothing fast about this company. they rush to get your business and give you this outstanding service. once your account is debitted forget about it. we placed an order over $8000 in November and are still waiting on our flooring. Prior to placing the order we discussed the importance of delivery with the sale consultant *** and he called and emailed several times to reassure us it would come mid January, which was already 2 months delay on our job. they have changed the shipment arrival dates three times since. We emailed the company last week, the first week of February to confirm shipment for February 13th and she gladly responded it was on track. Now Friday 5:23pm knowing **** well the office is closed and we couldnt reach anyone she emails the shipment due Monday the 13th is now moved to March 23rd. Our money and renovations is being held hostage by this company November till March! how is that feasible? I am positive one of their competitors wouldve delivered our flooring by now. our entire renovation has been delayed by months. we are losing thousands of dollars every month just because of this useless company. Without flooring in an entire house what can you actual do? everything is at a STOP. We want our refund ASAP. This goes against any reasonable expectation to wait for an order. Weve wasted enough money and time on this fraud company. Its not like we didnt explain the importance and time urgency prior to the order. It shouldve been cancelled and handled differently. After all these year i guess theyre obviously not priority with these distributors to fulfill their orders. be honest instead of being greedy and taking innocent customers money. if you cant provide the required service say that.biggest mistake.RUN FAR AWAY. DO NOT GET SWEPT UP WITH THEIR CUSTOMER SERVICE FRONT. LIES. Good luck trying to reach someone. When you call youre looped in circles and end ** in a voicemail. We have email proof

  Business Response

  Date: 02/17/2023

  When the order was placed, as the customer stated above, the order was on back order. Once the customer placed the order with us, we sent many emails following up with them on the back order date, also stated above by customer. Our emails state the back orders can change just like it does with every industry. We did what any legitimate company would do, follow up with the customer to let them know that the back order date changed. The customer also states that their money was held hostage but as soon as they asked to cancel the order, they were refunded immediately. The customer purchased from us knowing it was on back order, the back order date changed, the customer agreed to the change, the back order date changed again, customer wanted to cancel, we refunded the customer immediately.The refund was already processed before the customer wrote this complaint.
  

  Fast Floors is responsible for delivering the customer their material. Unfortunately, when the manufacturer has material on back order, the back order date can change. We purchase directly from the manufacturer and do not use a third party distributor like the customer states. While the customer states another competitor would have delivered the flooring, our competitors purchase the product from the same manufacturer we do. The customer is talking about Fast Floots being greedy and taking innocent customers money, yet they were refunded the same day they asked to be refunded.

  As you can see by the customers statements and our explanation, this customer is out of line with their statements. They explained that we followed up with to make them aware of any changes. This is what a great customer service department does. While we were not able to fulfill this customers order we refunded the customer without any hesitation.
  

  Customer Answer

  Date: 02/27/2023

   
  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. They cancelled my order and mailed me a check for the amount I paid for my original order. I was able to order new flooring to move my project along. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/25/2022

  Type:Product 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 filled out some information on their website, hoping to receive a quote for some flooring. Since then, I have been flooded with multiple emails from one of their employees. I have replied to over half of the emails and I have called his direct number and left a voicemail. He continues to email me as if he has never heard from me. I just want him to leave me alone.

  Business Response

  Date: 09/26/2022

  The customer was emailed in reference to their inquiry. Unfortunately, this customer was looking for 1 box and we have a $500 minimum order plus shipping. The customer was informed of this. Not sure what the complaint is about but we have an unsubscribe feature if the customer no longer wanted emails. We have take this customer off our email list.

  Customer Answer

  Date: 09/26/2022

   
  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,
  
  *********************************