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Business Profile

Floor Installation

Legacy Flooring LW LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Legacy Flooring LW LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 LVF flooring from ****’s. They contract through Legacy Flooring. Legacy installed the flooring on November 17-18th 2021 throughout our second floor over wavy subfloors which is outside the manufacturer’s specifications. We paid $4000 for the flooring and $4000 for the installation. In their paperwork they noted the flooring as flat and acted as though there was no issue with the subfloors. Over time the boards have shifted and this is due to the wavy subfloors. There are also at least 3 places where the boards are tented and get pressed down when I step on them (just space underneath or something?) They have come out and observed the issues, but told me that I have to remove the flooring and fix the subfloors before they come to re-install the flooring. They claim that the subfloors have moved post-installation due to a “shifting foundation”. In six months. A physical impossibility. They claim no responsibility. I started the process of trying to address this problem about six months ago. We are still under warranty until mid-month. I need them to listen and take responsibility, but they are not willing to do so. I’m hoping they will listen to someone who carries more weight than I do.

      Business Response

      Date: 11/02/2022

      Hello. I'm sorry to hear about the installed floor shifting. We will have a manager look into this and contact you promptly. 

      Customer Answer

      Date: 11/03/2022



      Complaint: ********



      I am rejecting this response because:

      I received a phone call from ****’s offering $1400 in financial compensation which is an inadequate amount since I will need to uninstall the flooring, level the subfloor and reinstall the flooring. I will likely lose some material in the process. If the flooring had been installed properly the first time at $3600 I would not be incurring these additional costs. Given that I do not have to uninstall all of the flooring, I am willing to accept no less than $2500 compensation to repair the work.




      Sincerely,



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

      Business Response

      Date: 11/03/2022

      I'm sorry to hear that our offer has been rejected. 

       

      It appears that the subfloor has shifted over time, causing the floor to fail. We stand by the installation of the floor, and we have offered to reinstall the floor, at no cost to you, once the subfloor has been repaired by a professional. The subfloor does need to be repaired in order for the flooring to perform under manufacturer guidelines. That being said, there will be no cost to you for us to reinstall the flooring once the subfloor has been repaired. 

      Customer Answer

      Date: 11/04/2022



      Complaint: ********



      I am rejecting this response because:

      It is physically impossible for the subfloor to become wavy in such a short period of time. The foundation settled over the course of 30 years, not six months. Joists don’t bow in six months either. It’s a process which takes decades to occur. It’s insulting that you are trying to claim that the subfloors were flat when you installed them less than a year ago, but suddenly they are wavy. It’s also an absurd claim. Your people marked them in their paperwork as flat so they could get in and out and get paid despite the fact that the subfloors were not prepared within the manufacturer’s specifications at the time of installation, and because of their carelessness and your greed our brand new flooring is failing. I’m being generous with my offer for you to compensate me at $2500. 

      Sincerely,



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

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