Complaints

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

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  Engineered Floors, LLC

  3510 Corporate Dr Dalton, GA 30721-4900

• 

  Engineered Floors, LLC

  PO Box 2207 Dalton, GA 30722-2207

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:03/21/2025

  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.

  Hi I got carpet installed by ******* ******** 11-03-24 ***** ****** color Aruba Breeze. I had reached out to ******* ******** spoke with the **** who said he put in a claim with engineered floors. I got added pet protection. My carpet looks awful there's like a brownish colors all over my living room carpet. It looks really really old. My warranty with my cleaning is always done and I know I have to do that in order to keep my warranty.. I spoke with ***** ***** who is the claims person I was dealing with. She said she's denying my claim due to me not having it cleaned every 18 months. I said I did actually have it cleaned in 2023 you never asked me. I advise her I can get the receipt. She was like well it's already voided and also it wasn't cleaned by hot water extraction . I said I don't know how you would come to that conclusion because on the receipt it doesn't say if it was or not. I did reach out to the cleaning company and they did all of them with hot water extraction. I have say ***** was extremely rude. I purposely got the pet protection on my carpet hoping it would stay looking like new carpet. If it's not looking like a great carpet and there are discolorations in the carpet thats where the warranty comes in. You can see when the claim was put in and just got voided , that took way to long. Very bad customer service. She did not look at the facts, I had picture's also. I don't even want to have anyone over my house because they just look so disgusting. I just never would have thought a big company like *********** would produce a product like this. definitely thought they would have good customers service but apparently they do not. then on top of it have a representative treat you like your nothing it's too bad and doesn't even call me back. I also asked the supervisor to called me back ***** and that never happened. Well I hope the Better Business Bureau has better luck than I did.

  Business Response

  Date: 03/25/2025

  In regard to Mrs. ******** claim, the Claims Department has discussed the reason for her decline several times.  The complaint is on her replacement carpet, which was installed in October 2022, the original install was in October 2021 for pet stains.  The current complaint is soiling.  Engineered Floors requires a hot water extraction method every 12-18 months or earlier if needed.  A rotary system was used for cleaning which is not an acceptable method and was cleaned 23 months after installation.  The suggestion was made that a hot water extraction may need to be done several times due to the severity of soiling.

  The areas of concern are site and maintenance related not product failure.  The claim will not be honored.

  Thank You

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you're stating I didn't have the carpet cleaned with hot water extraction. I told her on the receipt from the cleaning company it doesn't state what they used exactly so I don't know why you would say that they didn't use hot water extract because that verbage is not on the receipt. You never even gave me an opportunity to have the company send me a receipt stating that. Yes it was cleaned with a hot water extraction. You had stated also that it was voided because I didn't get it cleaned within the 18 months which wasn't true I have a receipt that I had it cleaned in 2023 but you never asked to see documentation of it you just said it's you voided the contract. I first opened this claim back in October third 2024 and you didn't even reach out to me until January 6th 2025. You said you've been busy with the holidays. I had to call several weeks in a row just to get her to respond back after I spoke with her the first time she said she's going to look into it. ******* ******** who I got it installed by said he sent her over the receipt and that I had my carpet cleaned in 2023. I think it's very rude to not even give me the opportunity to provide you the receipt that my carpet was cleaned within the 18 months and just totally disregarded all of that information still. I am within my warranty I did get it cleaned correctly and I did get it cleaned within the timeline and I have the receipts to show that. The rug looks disgusting at it's brown all over my carpet it looks so old and worn down. My carpet should not look like this I got the pet warranty so paid extra money for that so I would make sure that my carpet gets taken care of if there's any stains on the carpet. I asked to talk with her supervisor, she told me what she wasn't available. I asked if she could call me back her name was ***** I never received a call back from her. ***** said while the supervisor is going to tell you what I said already said. Again I never avoided my warranty. I would like the number for the director of *********** or VP if you're not going to replace my carpet. It's just so ridiculous that the customer service is so bad. Never even gave me an opportunity to give you proof that it was cleaned by hot water extraction you just said it's voided. So again bad customer service not even listening to the customer . I could have proved that it was clean correctly. I just feel that you didn't want to replace the carpet for whatever reason and anything I would probably say it honestly didn't matter to you clearly.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 04/09/2025

  Hi, wanted to give you the documentation receipts that I did have my warranty still under coverage I didn't break any warranties with the manufacturer. I cleaned it within the 18 months with hot water extraction is noted in the receipt.

  Customer Answer

  Date: 04/10/2025

   I am sorry the installation date was 2021. From ******* ******** they did the installation. ***** from engineering flooring said you use a particular cleaning equipment was used which voids the warranty. On the warranty it does not stipulates what kind of cleaning machine can be used for it to be cleaned. The only thing that is how it needs to be cleaed with hot water extraction and it was cleaned with hot water extraction. Nowhere in the warranty does it mention it has to be cleaned with a certain kind of machine. Only that  it needs to be done with hot water extraction which it was done  both times when I had it was cleaned. I did look up *********** warranty on line and that's how I know what I need to do to keep it under warranty. It has pet protection friendly life time warranty on it.

  She stated in her complaint that certain equipment needs to be used when cleaning the carpet. That was given why she avoided my warranty. It says right in their brochure of their warranty it only States it has to be cleaned by hot water extraction 12 to 18 months and it was done within those months, each year.

  Business Response

  Date: 04/14/2025

  There have been extensive discussions regarding the decline of Ms. ******** replacement carpet.  The issues are not due to product failure. The condition of the carpet was caused by the systems used in care and maintenance.  Engineered Floors stands by the decline.

  Thank You

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did everything I was supposed to do getting it cleaned within the 12 to 18 month time frame and you said I didn't and then I did show you the receipts that I did have it done. You also said I never had a clean by hot water extraction and it clearly states in the receipt it was clean by hot water extraction. So I've done everything on my end per the warranty coverage. A replacement of my carpets because I did follow the rules of the warranty as stated.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  The system I used to have the carpet cleaned is stated in the warranty by  ***********. They stay to use hot water extraction and it's clearly noted in the receipt stating that. The  warranty stats needs to be cleanedevery12 to 18 months and I have receipts to show that as well. All this is noted in the dream we were warranty that I followed. If she could take a look at the ***** ****** warranty and outline in the warranty handbook show me where it says how I didn't maintain my warranty. The system that's noted in the *********** warranty handbook says you have to use hot water extraction and that is what was done.

  Business Response

  Date: 04/23/2025

  You had ask me to provide a copy of the warranty where it states the system used by the consumer would be a reason for denial.  As stated in the “Carpet Check List” Mrs. ****** provided, notes “hot water extraction”, which is not a rotating system but an extraction method.  The only cleaning receipts provided to EF reference a rotary cleaning system. In order to maintain warranty coverage, the carpet must be cleaned via hot water extraction a minimum of every 12-18 months. This issue is locally caused and is not the responsibility of Engineered Floors to rectify.  

• Initial Complaint

  Date:01/08/2025

  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.

  Product was purchased and installed from a local dealer. Product has appearance issues, and we reached out to the company for assistance. They never responded. Poor customer service, and now I'm worried of they would even honor the warranty if it comes to that.

  Business Response

  Date: 01/08/2025

  i have left a message and emailed Mr. ******* requesting information needed to address his complaint.

  Thank You

  Business Response

  Date: 01/13/2025

  Our Information Services Dept. emailed Mr. ******* addressing his concerns.  Mr. ******* emailed me and advised he had not heard from anyone, the email was sent again.  Hopefully at this point communication has been established and will lead to open conversation and resolve.

  Thank You

  Customer Answer

  Date: 01/13/2025

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

• Initial Complaint

  Date:06/05/2024

  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 had carpet installed in May of 2022 in 4 bedrooms and a guest room, note this carpet was expensive and an upgrade from ****** ********* homes. After about 12 months, we noticed the carpet was matting down in the walk paths in every room and also pulling. We tried vacuuming it more but didn't help. We contacted the installer, the installer agreed that it was looking warn and the pattern was matted. We filed a complaint.......which took awhile.
  
  They had a 3rd party inspector come to inspect, the inspector lied multiple time about trying to contact us, stating we ghosted him etc. We didn't. He seemed way overworked and busy, and also very unorganized. Then when he finally came out, he was a complete ****, and told us we didn't read the fine print and our vacuum was the issue. We finally heard back yesterday and our claim was rejected.
  
  This carpet comes with a 25 year warranty, meaning it has to be shampooed and perfectly taken care of for that warranty to be valid. Now they are saying the warranty doesn't cover matting down. After such a short time, it shouldn't be matted. It says on the brochure "Carpet For Life." Maybe if you want to replace it every couple years, it would last for life!
  
  I don't know if it is a manufacturing issue, but for them to say its a customer issue is wrong. They blamed our $1,000 dyson vacuum for the looping problems in it as well, saying in a very smug tone we needed to read the 800 page booklet that came with our home and read the fine print that we needed a CRI vacuum.
  
  Its horrible carpet and we should of been told before we bought it that the manufacturer hides behind a lame warranty. Be forewarned this is a bad company to deal with and even their installer thinks the carpet looks warn.

  Business Response

  Date: 06/07/2024

  A claim was filed by the dealer on behalf of Mr. *****.  Based on the inspector's report, no manufacture defect or product failure was found.  The inspector was allowed in the main bedroom only, no other rooms were inspected.  

  After reviewing the inspection report and photos from the home, the claim was not honored.

   

  Thank You

  Customer Answer

  Date: 06/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it’s simply not true:

  1. The inspector was a ****, he lied and said we were out of the country, didn’t respond to his texts etc.

  2. It took our installer reaching out to him to get him to come.

  3. When he came in our house, he bee lined to check our vacuum vs wanting to inspect our carpet so he blamed us.

  4. He went to one room and abruptly left.

  Our installer agrees with our view the carpet is matted down. We had the carpets cleaned last week and they still look the same.

  How about standing behind your carpet for life motto vs fleecing customers for $12k for a shoddy product.

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

• Initial Complaint

  Date:05/16/2024

  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.

  We installed the Dreamweaver Select Lineage Esparto in December 2023. We did 3 bedrooms (800sq.ft.) used the best cushion padding and the install was well done. But within the first few days we noticed how bad the carpet tracks footprints. It looks like wet feet have walked all over the carpet. As fast as you vacuum they show up again. And the other issue is the terrible chemical odor that we smell from the carpet - still after 6 months; that is coming from the 3M ********** on the carpet (very unhealthy to breath in). **** ** ***** ****** said it would be gone after a few weeks... we are still dealing with this bad odor today, opening windows, dampness from outside makes it worse - difficult to sleep & makes you sick. ***** ****** & Engineered Flooring (Dreamweaver) haven't been any help in dealing with the issues, no one offered to come out to take a look at the issues. **** at ***** ****** ******* tried to get us to change out the carpet but we would have to pay another $2k to reinstall more DW carpet with the same problems. In they end not wanting to help us with the issues, telling us to deal with the manufacturer, Engineered Floors. I've sent in emails with pictures, made calls, logged formal complains to the claims department to no avail. They tell me it's the stores issue and ***** ****** tells me to deal with the manufacturer, Engineered Floors. It's just a big run around that I'm getting. I would just like my money back that covers the replacement expense so I can get a decent non-tracking/no stench carpet for my 3 rooms.

  Business Response

  Date: 05/17/2024

  On behalf of Engineered Floors please accept my apology in the mishandling of your claim.  I located the information you submitted to our Info Services explaining your complaint.  We are in contact with the sales representative and the dealer to resolve the issue you are experiencing.  Someone will be contacting you soon to discuss.

  Thank You

   

  Customer Answer

  Date: 05/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It has been a week without contact made by anyone regarding my claim to the BBB. 

  I originally voiced my concerns to the ***** ****** in January thru March, 2024.  I emailed Engineered Floors about the issues on March 26 and 28th and did not receive a response.  I called Engineered Floors on April 4 speaking with **** and ****** that received my info and later April 12 speaking with ******.  I have not been contacted by anyone since.  My newly installed carpet still looks terrible as per the picture and has a bad chemical odor after 5 months.  

  Sincerely* **** *****

  Business Response

  Date: 05/29/2024

  Since the time of the last response from Mr. *****, the dealer has been notified of a satisfactory resolution.  I understand Mr. ***** has reselected product to replace his current installation.

  Thank You.

   

  Customer Answer

  Date: 06/08/2024

  
  
  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.

  The carpet replacement has been chosen and I am still waiting for delivery and an install date.  We are hoping this will be happening soon without further delay or issues.  We are still very disappointed it had to come down process to finding a fair resolution in this manner.  We find that both the Flooring store and Dreamweaver Carpet is at fault with the product supplied and and also the lack of customer service from both parties.  We do thank ******* at ***** ****** for her assistance and the BBB.

  Sincerely,

  
  **** *****

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair 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 purchased in had Engineered Floors installed in my home by a professional in Sept 2021. In November they changed requirements for my floor, requiring all concrete slab installation to have a vapor barrier. Now 2 years later i have massive cupping and buckling that was blamed on a floor leak. After having a denied insurance claim, and a plumber open my floor Engineered Floors slow wants my insurance claim. The independent inspector was at my home a month ago. They had the report for 3 plus weeks, and they have given no update. They changed the installation guidelines after my floor went in, clearly there was an issue. I have the same floor in 2 living rooms, and 3 bedrooms, and now I am stuck with either broken floor or replacing a "Lifetime warranty" floor that was useless in under 2 years. I originally reached out to my flooring company in August 2023, since I am not purchasing from Engineered Floors I am not their customer and they will only speak to the Flooring store. The Flooring store blamed the original popped board on a radiant heat leak, so not I am 3 months into floor boards popping breaking, and life being miserable.

  Business Response

  Date: 12/19/2023

  The complaint has been under review.  An independent inspection was commissioned along with testing of non-installed planks from the installation.  There was excessive moisture found in the concrete foundation. Back of the planks showed signs of moisture.  Lab results did not find there to be product failure. The claim was not honored based on the inspectors' findings and lab results.  No product failure was detected.

   

  Thank You.

  Customer Answer

  Date: 12/27/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I think their evaluation was extremely lengthy there report and resolution is satisfactory to me. 
  
  
  
  Sincerely,
  ******* ********

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair 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 purchased carpet from *** **** ***** ***** * ***** **** ******** ****** *********** ** ****** Description # ********************** I (special order) (12'0 x 58'3) which cost me $1992.29, not including the carpet pad that cost $ 657.09 bringing the total cost to $ 2808.29. I filed a claim because my carpet had some stains that the professional carpet cleaner couldn't remove. After all, my carpet supposed to be stain protected or stain proof and 10 years warranty. I started the claim process around about June 27, 2023. On June 29, 2023, I sent in all the photos and the receipt from having my carpet professionally cleaned. All the information was sent to Ms. *** *****, Customer Order & Install Specialist. She's in charge of handling all the claim information. Ms. *****, then sends my claim information to Engineered Floors, Mr. ***** ******, **** ****** ****** ******** **** ********* ****** ******* ** *****. **** ***** ***** * **** and Engineered Floors are procrastinating and protracting the process of this claim. I have to constantly reach out to Ms. ***** through phone, email and coming to her location; and her statement will be " I will get back to you the next day." And she does not. I even requested Ms. ***** to give me the claim analyst name so I can contact them, which she refuses to. Ms. ***** and Mr. ****** made every effort to soft-pedal my claim. Ms. ***** and Mr. ******, refused to send a specialist to my home to examine my carpet. Instead, she's asking irrelevant and set-up questions so they can automatically disqualify me from my claim. That's why *** **** ***** ***** * **** and Engineered Floors, do not want to send a Carpet Specialist, to my home because they do not want to honor my claim and warranty. We are now in the middle of August, and this claim has yet to be resolved.

  Business Response

  Date: 08/28/2023

  Engineered Floors has been in contact with *** **** ****** and we will be working through *** **** ***** to take care of this consumers complaint and providing a resolve. *** **** ***** should be in contact with the consumer today 8/28/2023 or tomorrow 8/29/2023 with further instruction.

  Customer Answer

  Date: 08/31/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/05/2023

  Type:Billing 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 carpet for my home from ****** ****** **** ******* ** *********** *** ****** ****** has informed me that they source their carpet from Engineered Floors **** ********* ** ****** **. I contacted ****** ****** to address the appearance of the carpet, that it appears to look very abnormal, looking matted down and blotchy. This carpet at this time was not even a year old, so Accent replaced the carpet in the family room after sending someone to physically inspect it. However that family carpet has since started to look bad showing the same signs again as well as the master room. I contacted ****** ****** again and they submitted a claim with Engineered Floors, but this time they requested that I submit pictures, but the photos could not be close ups the photos need to be from “standing at the doorway not zoomed in please”. There was no physical in person inspection this time and this is part of the issue, the pictures are taken with a 4k camera and do not provide as an accurate visual as the human eye. The appearance of this carpet is unacceptable.
  ******** from ****** ****** provided a phone number ************ and I was told when asked for an ext. to enter ***** which was supposedly for consumers. I contacted Engineered Floors and spoke with Wendy who 1. Was rude, unhelpful and unprofessional 2. blamed ****** ****** who installed the carpet, they don’t produce the carpet 3. claimed that the only way the carpet would be physically inspected would be if we paid for the inspection but 4. Would provide no further information as to how we would go about this stating “I’m not allowed to talk about this any further”. This behavior from Engineered Floors representative “*****” is completely unacceptable.

  Customer Answer

  Date: 05/23/2023

  The answer is no to both questions

• Initial Complaint

  Date:04/11/2023

  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.

  Purchased the Engineered Floors Transcend P001 7" Luxury Vinyl Plank (Color Rowan) and Dream Weaver Posh I 7235 Residential Carpet (Creme Brulee color) for our basement. We wanted to use the same product in another area and now both products are not available after a short period of time after our install.

  Business Response

  Date: 04/20/2023

  The two products you purchased are no longer running lines.  The dealer should be able to help in selecting products comparable to what you currently have installed. 

  Thank You for your business.

   

  Customer Answer

  Date: 04/20/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because Engineered Floors should be able to assist in something similar to the product we currently have
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair 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.

  Purchased Engineered Floors Dreamweaver carpet from **** ***** on 6/15/2021. (SKU ************) Installed by a professional through **** ***** on 6/23/2021. New padding installed at the same time, prime comfort ½”. We had 3 rooms carpeted. From the start, the Master Bedroom carpet pilings were coming out of the carpet, in complete pieces. We assumed since this was new carpet, the pilings coming out would stop.
  
  The pilings keep coming out and the problem is getting worse as time goes on. Single pieces of the carpet pile keep lifting out constantly. (1,000 +) We live in the home full time and vacuum 1-2 a week. The warranty claim we are making is a manufacturer defective claim as to the carpet in the Master Bedroom. The Master Bedroom does not have stains.
  
  The other two rooms do not have this piling issue. Only the Master Bedroom. When comparing the Master to the other two rooms, it is evident and clear the Master has a defect. The quality of the carpet in the master bedroom is not acceptable. On 1/13/2023, we submitted our warranty claim and provided photo/video evidence. (Within 18 months of the install, well within the warranty timeframe.) On 3/8/23, will provided additional videos.
  
  In summary, Engineered Floors will not accept our photo/video evidence for a warranty claim. They will not send out an inspector. They are requesting we pay for the inspector. Or they are requesting we pull up carpet from a closet to test, destroying a room with no guarantees of this room getting repaired. **** ***** has been the middle man in our correspondence and indicated they have to follow whatever the manufacturer says in how to deal with this warranty claim.
  
  This is an unacceptable response from Engineered Floors. We should not carry the financial burden or our claim be treated with such disregard after submitting ample amounts of evidence. After 3 months of this treatment since we submitted our claim, we had no choice but to escalate this issue with BBB.

  Business Response

  Date: 03/15/2023

  Engineered Floors has been in contact with **** ***** to satisfy this consumers complaint.

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not heard anything from Engineered Floors or **** *****.  This issue is still unresolved and in the same place as when I filed my complaint.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 03/24/2023

  We are sorry for the inconvenience and miscommunication with **** ***** in this matter. Engineered Floors did contact the **** ***** store today 3/24/2023 and spoke with ****** (customer order specialist) and she did make contact with the consumer today to make arrangements with consumer to move forward with customer satisfaction. 

  Customer Answer

  Date: 03/24/2023

  
  
  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.  Engineered Floors has authorized warranty replacement of the carpet and **** ***** is sending someone out to re-measure the master bedroom Monday 3/27.  Thank you for your assistance in resolving this matter.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/11/2022

  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 had the “Picolo” carpet installed in my home along with new padding in June, 2020. This particular style carpet has a textured pattern. I’ve had it professionally cleaned every 6 months. In the last few months, I have noticed that on the high traffic areas, the pattern is “disappearing” (for a lack of better words). These areas are completely flat with no existing pattern left! I have had to invest in pricey large rugs to save the integrity of the rest of the carpet in my home. Engineered Floors sent out a third party inspector, who said this is not a manufacturer defect and basically, I have to live with the damaged, flattened carpet. I have had the carpet only 2 years. I can’t imagine what it will look like I’m 6 years.

  Business Response

  Date: 10/17/2022

  We have you reviewed your complaint and we have authorized replacement of your material. The Home Depot store will be in contact with you in the next couple of days to move forward. Thank you for your business.

  Customer Answer

  Date: 10/27/2022

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