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:09/06/2023

  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.

  This took place 3/20/2023. I paid them to remove flooring and put in new flooring. When installing the new flooring, they installers scratched the lvp flooring. Metro told me they would replace it. They then said they would not replace or reimburse any amount so I can’t get this fixed by a more reputable company.
  
  Then they lied to the financing company and said that the floors were scratched after install, which is false and I have picture evidence of the day of install that proves it. They will not reach back out to me and would never let me talk to a manager.

  Bureau Response

  Date: 09/06/2023

  Miguel ******
  Metro Flooring Contractors 
  
  *** ******** ** *** *
  ********* ******* ** *****
  
  
  
  
  
  Dear Miguel ******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/5/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Clinton *****

  
  

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

  
  

  Daytime Phone: ###-###-####
  E-mail: *********************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

   

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  This took place 3/20/2023. I paid them to remove flooring and put in new flooring. When installing the new flooring, they installers scratched the lvp flooring. Metro told me they would replace it. They then said they would not replace or reimburse any amount so I can’t get this fixed by a more reputable company.
  
  Then they lied to the financing company and said that the floors were scratched after install, which is false and I have picture evidence of the day of install that proves it. They will not reach back out to me and would never let me talk to a manager.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 09/06/2023

  Clinton *****
  
  **** ******* ***** **
  ********** *** *****
  
  
  
  
  
  Dear Clinton *****:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/5/2023 against Metro Flooring Contractors.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  Bureau Response

  Date: 09/13/2023

  Miguel ******
  Metro Flooring Contractors 
  

  *** ******** ** *** *
  ********* ******** ** *****
  
  
  
  
  
  Dear Miguel ******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 9/5/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Clinton *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Clinton *****
  
  **** ******* ***** **
  ********** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  
  
  
  
  Customer’s Statement of the Problem:
  
  This took place 3/20/2023. I paid them to remove flooring and put in new flooring. When installing the new flooring, they installers scratched the lvp flooring. Metro told me they would replace it. They then said they would not replace or reimburse any amount so I can’t get this fixed by a more reputable company.
  
  Then they lied to the financing company and said that the floors were scratched after install, which is false and I have picture evidence of the day of install that proves it. They will not reach back out to me and would never let me talk to a manager.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 09/19/2023

  Miguel ******
  Metro Flooring Contractors 
  

  *** ******** ** *** *
  ********* ******** ** *****
  
  
  
  
  
  Dear Miguel ******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 9/5/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Clinton *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Clinton *****
  
  **** ******* ***** **
  ********** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  
  
  
  
  Customer’s Statement of the Problem:
  
  This took place 3/20/2023. I paid them to remove flooring and put in new flooring. When installing the new flooring, they installers scratched the lvp flooring. Metro told me they would replace it. They then said they would not replace or reimburse any amount so I can’t get this fixed by a more reputable company.
  
  Then they lied to the financing company and said that the floors were scratched after install, which is false and I have picture evidence of the day of install that proves it. They will not reach back out to me and would never let me talk to a manager.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 09/24/2023

  Miguel ******
  Metro Flooring Contractors
  
  *** ******** ** *** *
  ********* ******* ** *****
  
  
  
  RE: Final Notice of Complaint
  
  
  
  Dear Miguel ******:
  

   

  
  

  This message is in regard to a complaint submitted to the BBB about your business on 9/5/2023 by Clinton *****.  This complaint was assigned ID *********
  
  
  
  

  
  

  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

  
  

  
  

   

  
  

  How do I take care of this?

  
  

   

  
  

  
  

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

  
  

  
  

  
  

   

  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  

   

  
  
  
  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Clinton *****
  
  **** ******* ***** **
  ********** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:
  
  
  
  
  
  Customer’s Statement of the Problem:
  
  This took place 3/20/2023. I paid them to remove flooring and put in new flooring. When installing the new flooring, they installers scratched the lvp flooring. Metro told me they would replace it. They then said they would not replace or reimburse any amount so I can’t get this fixed by a more reputable company.
  
  Then they lied to the financing company and said that the floors were scratched after install, which is false and I have picture evidence of the day of install that proves it. They will not reach back out to me and would never let me talk to a manager.
  
   
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 10/01/2023

  Miguel ******
  Metro Flooring Contractors 
  

  *** ******** ** *** *
  ********* ******* ** *****
  
  
  
  
  
  Dear Miguel ******:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 9/5/2023 by Clinton *****.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  

  Bureau Response

  Date: 10/01/2023

  Clinton *****
  
  **** ******* ***** **
  ********** *** *****
   
  
  
  
  Dear Clinton *****:
  
  
  
  This message is in regard to your complaint submitted on 9/5/2023 against Metro Flooring Contractors.  Your complaint was assigned ID *********
  
  
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

• Initial Complaint

  Date:08/24/2023

  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 February 8 2023 I signed a contract with metro flooring to do my bathroom, hallway and stairs. I decided to take the stairs off and only get the bathroom and hallway done. I paid a deposit of ************************************************* a price of ***** I called them in July to get on the schedule to get the work done, my remaining balance should have been 882, but they told me it was *****. At that point I starting asking question about the price. They stated the sales *** would contact me. The sales *** called the next morning telling me it was ***** plus 250 to move the toilet. He also claimed he never spoke to me after he took the stairs off to discuss the price. Which was not true. He had the manager call and his attitude was since I never signed a new contract it is what it is. Also they said they would refund my deposit. Today is August 23rd and I have not received my $368.00 deposit I have **** informed delivery which shows me my mail before it arrives. I got a email showing certified piece of mail from them but it never arrived. I reached out to **** and they filed a claim with the postal location that had the mail (claim number ********). The claim was filed on August 18, 2023. On Saturday I called metro flooring and was told there accountant department was closed and to call back on Monday. I called back on Monday and Im told call back Wednesday. I called on Wednesday the *** ****** tells me to take it up with the postal service, its not there issue I didnt receive the refund check. It was sent certified mail and you have to sign for it. The tracking info 9589 0710 5270 1063 3764 74 also shows no movement for almost 6 days All I want is my money back from them. They said they was not doing the job so give me my money. The other issue is my name is ***** ****** and that is the name I signed on the contract even though its says Ni ***** which is my Abbreviated first name and my middle name. They refused to put my name on the check correctly.

• Initial Complaint

  Date:06/02/2023

  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 Jan 28 Metro Flooring Contracts installed a hardwood floor in my home. That was a Saturday. I called them the next week to let them know there were issues with the floor. I called several times over the next couple of months and sent pictures over email. I was told by *****, the installation manager, that he did not believe there were really issues with the floor. I invited him to come see for himself. He finally had an inspector come out on April 26. I also had an inspection perform an inspection. Both concluded that there were poor materials used and poor workmanship. Metro Flooring called me on April 2 and said that the company had decided to give me a full refund. I called multiple times over the next month asking about the status of the refund. I got different answers every time. I was told someone would call me back but they never did. They would not provide me with a status. On May 30 I sent an email saying I wanted the money back by June 2. They did not respond. On June 1 I called, was not allowed to speak to the person in charge of the refund, but I told them again that I needed it all back by June 2. Later that night I got an email saying the $1000 portion was refunded to my credit card. On June 2 I called the credit card company and they said no refund had been issued. They filed a dispute. The remaining $6,500 that Metro put on their credit card has not had any movement. The very least this company can do is return my money. They have already left me with a floor that must be replaced.

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service 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.

  Dear **** I am writing this letter regarding a service I received from Metro Flooring Contractors for carpeting installation on March 16, 2023. I should also mention that I am blind and a senior citizen. I paid $1,000 for new carpet and removal of old carpet and furniture moving to install the new carpet. On March 19th, I realized that my designer ***** **** glasses and Versache belt was missing. On March 20, I called the store to speak with the manager Mr. ***** ******** and he informed me to file a police report in which I did. The police report was filed on March 23, 2023, and on March 27, I called him back to notify him that I had the police report number and asked what should I do now? He explained to me that he had a discussion with the two carpet installers and they denied removing my personal belongings. I made another call to Mr. ******** and he iterated that there was nothing else to do about the matter. I mentioned to him that I would like to speak with his supervisor and he informed that he had no way of reaching his supervisor and "all he does is receive a paycheck. Mr. ******** was very unsympathetic, disrespectful, and dismissive about the theft carried out by his employees, which prompted me to file a complaint with BBB to complete an investigation.I look forward to hearing from you regarding this complaint. I would like to receive a response within *************************************************************************** need additional details.Sincerely,

  Customer Answer

  Date: 06/02/2023

  Please see attached document for a copy of police report. 

• Initial Complaint

  Date:05/10/2023

  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.

  On Sept 13th and Sep14th 2021 we hired metro flooring to ***lace all the flooring in the house. The bedrooms with Carpet and the other areas of the floor with laminate. The Job was completed. The sales person that sold us the floors advised that there is a lifetime warranty on these these floor. In Aug of 2022 the floors started to come up. A ***ort was made and on Sept 14 2022 a *** was suppose to come inspect the floors. He could not make it so another *** was scheduled for Sept 20 2022. The inspections was done and finally on Nov 26th 2022 they came and ***aired the flooring. In Feb of 2023 we had the same problem in a different spot in the house. An Inspector came on Feb 26th to inspect the floors. He advised that they would place the order for the material. He showed me where the floors where popping up at the ends and put duct tape on the floors until they could ***air them. I received a call that they were coming to ***air the floors on April 26 2023 and again the inspector didn't make it. They rescheduled for May 2nd 2023. By now 3 ,months later the floors are in worse condition and the inspector claimed he did not have enough material to fix the problem. Well on May 3rd Metro Flooring called back advised that I would now have to pay for this as the problem is caused by dog pee. I advised them yes we have dogs but they are all house broken. Then they tried to tell me it was from the cleaners we use, They are looking for any reason not to fix this problem. This is said because we spent $12,500 with them for them not to honor their warranty. I do not want anything except for them to fix the floors.

• Initial Complaint

  Date:05/10/2023

  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.

  I contracted Metro Flooring Contractors probably a few months ago. I'm finally writing this review because it's still been bothering me somewhat. I needed some carpet taken off of my staircase and small hallway. I received a quote that was initially high, but lowered by 50% within ***** of talking to the sale **** I thought I got a good price at the time, but now I'm not so sure. I picked out my materials and picked a quick date for installation.I don't recall if it was the initial visit or the follow up repair visits, but this company is notorious for rescheduling (which ***** when they call you so **** early in the morning). Anyways, they did the job and hide the imperfections of their work quite well. I was actually overall satisfied with the job they did because I really hated my *********** forward 3 days after the installation, I noticed 1 step had begun to crack away from the seam that joined the stair panels together. Finding that crack, led to me discovering that 2 additional steps had begun a similar process as the 1st step, however, they weren't anywhere near as bad. I followed up with them very shortly after (the next week) to report this issue expecting that it would be fixed. They ultimately only ordered the materials to fix one step, which I questioned because I reported 3 steps and not 1, but they said they'd still take care of them after fixing the worst step. I naively believed this instead of demanding that they fix all 3 steps in one-go, but I learned my ******* Suffice it to say, when I called to ask when they fixed the other 2 steps, they wanted to charge me to fix it claiming it was a site related issue but not explaining how they came to that conclusion (they just didn't want to fix it). I decided against paying them anymore more money and cut my losses. To future customers, get everything in writing and don't let them trick you into something you'll regret later (like me).

• Initial Complaint

  Date:03/31/2023

  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.

  On 1/29/23 sale **************** phone number *************), came to my home in reference to getting our floors redone. After the walk through, measurements and problem areas were discussed, she showed me sample of the flooring the company provide. After looking through the options secured to a board with your companys name and logo, we decided on Aqua Armor onyx at ***** dollars. we paid a deposit ***** and was going to finance ***** over *************************************************************** the living room with cement then laying vinyl flooring in the living room, kitchen, hallway, and office with a life time warranty. The issue is when the men came to do the work a little then 24 hours later 3/30/23 and said they dont level floors. After contacting the company through the number provided, ***** the manger said we are not entitled to our money back. He stated it was a special flooring and cancel our service because they wanted more money for leveling. No where in our initial meeting did the sale rep state these were special color, nor anywhere in the contracted does it mention this is a special color/order.This didnt come up until ***** didnt want to refund us. At no point was any work conducted in my home from the company at any point. Im uncertain why Mana who take a test every year for 200$ fraudulently misrepresented the service and or price. The company are scammers and I don't want to do any business with them.

• Initial Complaint

  Date:03/17/2023

  Type:Sales and Advertising 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.

  Flooring installers did not show up to my property for a carpet installation until after 8 pm, and did not finish until after 1 am the following morning.
  
  At no point prior to my installation day was I informed that their installation schedule could occur past the evening hours and into the wee hours of the next morning. Had I been, I would definitely not have hired this company. At 5:24 pm, I called for an update and spoke with the general manager, Miguel ***** who was crass, rude, indignant, argumentative, cocky, and displayed a disposition that lacked empathy or compassion towards my concerns regarding how their delay was posing a threat to my family’s comfort and safety. He spoke over me and maintained a false narrative that they had kept me informed of the timeline all day - which they only had until 1:25 pm. He was dismissive and said the installers would arrive between 6 pm and 6:15 pm - when I asked him if that was a guarantee and if the installers were on their way, he said he didn’t know but to expect that they were because that’s what I told. He then said he would confirm and call me back, but never did. I called again at 6:17 pm and was told that the installers were wrapping up their other job and were not far from my location, which was contrary to what I told earlier in the day. At 7:22 pm I received a call letting me know the installers were 25 mins away. The installers arrived at 8:02 pm. They did not finish until 1:20 am. Because of the hour they arrived to my home, I had to displace my middle-school aged daughter to a friend’s house, on a school night, and keep my dogs uncomfortably locked up in a room all night.
  
  This company owes me monetary compensation in the form of a discount reimbursement for the harm and stress they caused me and my family. We had to be uprooted and forced to stay awake well into the next day, which is unacceptable, inappropriate, and grossly unprofessional.

• Initial Complaint

  Date:02/14/2023

  Type:Billing 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.

  I had three flooring installers come to give me estimates for carpeting four bedrooms. **** came, then ******, then Metro. **** and ****** estimates were higher than Metro, so I signed the contract with Metro. Another salesman came from ******, gave me more advice and I picked out a selection I liked for carpet and signed a contract. I then called and cancelled my Metro order. This was four hours after signing the contract. They told me it was a special order so I could not get my $2000 deposit back. What special order? I selected two types of carpet…one a middle grade and one a bit higher. They said since they didn’t have it in stock it was a special order. I have been disputing this since Saturday, February 11, 2023. I liked the selection from ****** better. When I called Metro to cancel the order the msn who answered told me he was the boss (though would not give his name) and said if I let the salesman come back Sunday (the day after) and I still would not go with Metro he would give back the deposit. Apparently, this was all a lie. They are offering me $458 out of my $1,993 deposit and say they need to keep the rest as s re-stocking fee. Company is bogus and unscrupulous. No one should use them.

• Initial Complaint

  Date:02/13/2023

  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.

  I purchased new luxury vinyl plank flooring for my entire downstairs, steps and upstairs hallways, closet, and laundry room from Metro Flooring Contractors, Jan 2022. The purchase price was over $8500. Since the installation, they have had to return to my residence and fix the stair nose caps three times, 14MAY22, 2JUN22, 19DEC22. The latest visit was 19DEC22. They were not able to fix one of the stair caps due to parts. I was informed that they would escalate the issue, order the parts, and schedule a new appointment. Since that time, they scheduled me for three other appointments and canceled two of the appointments due to not having an installer, and canceled the latest appointment, due to not having the materials. This issue has been festering for approximately two months now. Today, 10FEB23 an installer finally showed up, but had the wrong part. My issue still has not been resolved and the broken stair cap is a safety hazard.