Complaints

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

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  Floors Plus Nixa LLC

  1009 N Kenneth St Nixa, MO 65714-8401

  
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  Floors Plus Nixa

  3425 S Campbell Ave Springfield, MO 65807-5101

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:10/03/2025

  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 hired them to put in a new floor for me in my bathroom. They where going to pulled the toilet and fix the floor and I needed to hired someone to put everything back together. They put in the floor and it looks great. The plumber came to installed the toilet and advise me that the sub floor had been cut wrong and he wouldn&#**;t be able to installed the toilet. When I call to report the situation I was told by way of yelling at me that the plumber was stupid and that there was no mistake. My daughter talk to two differ contractors and both parties advise my talk and myself that the sub floor was cut incorrectly. My daughter went to H343138**313635353232H plus with the pictures of the mistake that had been made and was met by two men that belittle her. Again, they didn&#**;t claimed they made a mistake and told my daughter the floor was prefect and no mistake was made. At this time my husband doesn&#**;t want them back in my hours. I am going to hired someone else to correct the mistake and I want them to paid the bill.

  

  Business Response

  Date: 10/05/2025

  Response to ***** *** complaint
  I think I've already sent this once, but I couldn't figure out if it actually went through

  basically, what happened is we did the floor exactly the way it's supposed to be done in her bathroom what she didn't mention is that we did the flooring in the kitchen hallway and bathroom she was very happy with all the flooring in the way. Everything was done then she had a plumber come out and tell her that we didn't cut properly around the ******  then she called me and said we were supposed to take the ****** off and cut around the pipe well first of all we do not do plumbing. We are not plumbers even in our contract. It says we are not liable for any plumbing or anything to do with plumbing when we get out there we do it the way we can do it because she did not have her ****** removed so we cut around the ****** as normal and put the new subfloor around it and laid the floor to perfection. Then her plumber comes out and says exactly what we had told her that he will have to go underneath the house and brace the ****** since we did not remove the ******, which is very common on remodels to have to re-brace the ****** when you put a new one in especially on a old mobile home, but she told us that she was very very happy with the job until the plumber came out and set toilet at that point she called me and I said well that's normally done that way and your toilet set perfectly and nothing is wrong and that's how they normally do remodels. She presented to me the fact that The Plumber told her it was supposed to be done another way at that point I told her we would be more than happy if she would get the ****** removed, we would come out take up the flooring around the toilet put a new piece of wood subfloor around the pipe and pay for the plumber to come back and put the new ****** on top of the subfloor and then relay the flooring in that area. She agreed that was reasonable and the only reason I agreed to do that is because they had in their mind that the way it was done would not work, which we've done thousands of houses that way and never had an issue. Secondly again we are not plumbers so we told her at least 100 times we would do whatever we need to do as a company to make her happy the last time we talked to the customer, we said as soon as they have the ****** removed by the plumber, we would be happy to come out change the way we cut the wood, even though the way it's done is fine, but we would do it to their specifications to make them happy. Well I guess the customer didn't like what we had to say so now they're telling you they want us to pay someone else to come out and do it their way we offer to give the customer all of their money back for the job since they were happy and we would come out and remove the floor that we laid. They said no we're happy with the job. We're just not happy the way you cut around the toilet ******, we said OK again remove the ******. We will come cut the piece of wood out change it relay the floor they said OK sounds great. I will let you know as soon as we get lanes removed by the Plumber

  And according to the customer, everything was going fine then I received this letter from me the very next day saying they do not want us back at their home. We have done nothing but being nice to these people and cater to them and we told them at least 100 times whatever we need to do as a company to make them happy. We will be more than happy to do so if paying for somebody to change a 1' x 1' piece of wood And take up 2 to 3 tiles It's luxury vinyl tile by the way it clicks together like a puzzle

  We would  be more than happy to do that? We also said we would do it their way, but we said we're here with an impeccable reputation. We've never had any bad reviews or even any customers that we could not get happy. We were told by other people in the business not to do business with these people because they were crazy, but we thought we could make anybody happy because we always have and when we left the job the customer was ecstatic. They loved it then when their plumber showed up everything changed, even though the plumber braced up the toilet ****** and reset the toilet and double checked it for leaks and durability, and said it was fine so enclosing, we offered to do whatever it takes to make the customer happy and at this point I do not know what else we can do if paying a few hundred dollars to have a plumber come fix that or whatever will be more than happy to do but when the customer does not let us fix something There's nothing I can do about it. However, the job is done perfectly now and done to specification. it's just not done to the way they want it done so they're looking for a way to dry and cause trouble. Even the customer told me prior to us coming out they had called other stores and the other retail stores had told them they would not come out there and work in that community because everybody out there tries to take advantage of the businesses that do business with those people in that area regardless, I will be calling you tomorrow. My phone number is ************. My name is ****** **** and I am the owner of the company. And I have been in the Flooring industry for 40+ years and I've never once had a customer that I could not get happy but this customer is unreasonable and completely emotionally attached which intern the daughter told me the mother has major PTSD and the dad is in the first stages of dementia, and the daughter is a real confrontational person, but we still got past all of that and told them like I said we would do whatever they want us to do to get them happy

  Customer Answer

  Date: 10/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ***