Complaints

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

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  Kevin Hollern Floors

  3851 Mall Rd Ste 190 Lexington, KY 40503-4419

• 

  Kevin Hollern Floors

  3955 Royster Rd Lexington, KY 40516-9717

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:09/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ordered laminated flooring from Kevin carpets
  July 18, 2025. Had to pay over half the money down ($2400.00) at time of ordering. Two weeks later they came with the flooring and put half down when realized the wrong color had been ordered. The quarter round came in the right color and the sales person said she ordered the wrong color. It is now September 20, 2025 and have yet to have the right flooring come in. It has been one lie after another with promises of "later this week" or "the flooring wasn't on the truck this week" with several other excuses. We're living on a concrete family room half way and wrong color flooring color on the other. They won't even take the old flooring up. This has been a nightmare. Can I seek any kind of restitution? When I ask for my money back she says it's coming this week. It was also a little odd when the man came with the flooring he took up our old flooring and stuffed it into his car.. no truck.

• Initial Complaint

  Date:09/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On July 7, 2025, I ordered two area rugs from Kevin’s carpets. They were supposed to arrive between 4 to 6 weeks. I still do not have my rugs. It is September 3, 2025.
  I have made several phone calls checking on this order. Every single time, the lady would assure me that she was going to call and check on the problem and get back with me that day. She has never called me back, she has never gotten back with me. I have had to be the one to call every single time.
  Once, I was told it was delivered to the warehouse and not to the store. She never told me what this meant, as to why I still don’t have my rugs.
  At one point a gentleman answered and accidentally stated they hadn’t paid for it yet.
  I have been given one excuse after another.
  Finally, they tell me they’re going to deliver it to me by 10:30 in the morning on September 3, 2025. She said she had to deliver it at 10:30, so she could hurry up and get back to the store to open it by 11 am. Surprise, surprise no one showed up with my carpet.
  I did not receive a phone call, explaining why they were late or why they were not coming.
  I tried calling the store, three times, during their business hours, to ask why they never arrived to deliver my rugs. It was quite obvious that they are not answering my calls. They were hanging up without saying hello. Finally, on the fourth try, I get the opportunity to leave a voice message.
  I have gone long enough without the merchandise that I purchased. I am now paying interest on something I still have not received.
  I want my money back so I can buy my rugs somewhere else.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In March 2024, I purchased over $14G worth of carpet from Kevin’s Carpet. What followed was over a year of delays, missed appointments, broken promises, and subpar installation — all of which caused significant disruption to my life and work. The installation was scheduled and rescheduled multiple times. I took several days off work only to be told the carpet “wasn’t on the truck.” Later, I learned the delay was due to a custom carpet order — a fact that was never clearly communicated upfront. Eventually, things seemed to progress: my carpet was removed and new padding was installed to prepare for the install. But after weeks of living with just padding and tack strips, the carpet finally arrived. Unfortunately, the issues only got worse. The installation had visible seams and multiple snags — including one so large that the carpet zippered. ****** a representative from the company, did attempt to remedy this by sending a crew multiple times. The seams were improved somewhat, but never to an acceptable standard. Throughout this year-long ordeal, I lost countless hours waiting for no-shows and reschedules. Last May, ***** promised to include a backsplash as a gesture of goodwill for the ongoing inconvenience. That promise was never fulfilled. At first, the excuse was a lack of an installer; later, she claimed it was because she believed I’d “never be satisfied.” I ultimately had the backsplash installed flawlessly by another company — without any drama. As of today, I still have multiple snags, visible seams, and buckling around door frames — which I’ve been told is “normal.” My biggest regret is being too patient and not standing firm sooner. I am now left with no choice but to pursue legal action, replace the carpet entirely, or hire a professional to fix it — all of which are costly, unnecessary headaches that could have been avoided.

• Initial Complaint

  Date:11/20/2024

  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.

  Flooring they installed is loose and needs to be repaired. I called,3 months ago, an employe came to our house. He said they would take care of it. One to two weeks went by, and nothing was done. I drove to the business and talked the owner/manager, who said take care on the flooring. Nothing has been done other than phone calls, saying their crews were busy. My flooring is still loose.

  Business Response

  Date: 12/11/2024

  The day after the complaint we went to the customers home and fixed the areas she was concerned about. Repair is complete.

• Initial Complaint

  Date:05/14/2024

  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.

  We paid Kevins Carpets in Georgetown, KY $3000 in October of 2023 to install carpet in our home. The workers they sent out were extremely unprofessional and damaged our walls. After 3 days they were not able to complete the job. On the 4th day the manager *** came out to our house and said they would not be able to complete the job today but promised they would return in a week or 2 to finish the job. 2 weeks went by with no change. We began calling Kevins Carpets weekly and they kept telling us they would be out in another week or 2. It is now May 14, 2024 and Kevins Carpets still hasn't finished the job we paid them for in October of 2023. Last week Wednesday my wife called ***** from Kevins Carpets and she said she would refund us $1500 on the following Monday. Monday came and sure enough they didn't have a check ready. I called Monday and also spoke to ***** and she assured me this wasn't just another run around and she would get me a check Tuesday morning (May 14). ***** messaged me this morning saying she did not have a check but would let me know when she did. We have been patient for months but we are done with the run around Kevins Carpets has been giving us since October of 2023.

  Business Response

  Date: 05/31/2024

  The agreed upon refund amount was $1500. Customer received that money on 5/13/2024