Complaints

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

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  Legacy Flooring LW LLC

  1111 Haynes Street, Suite 100 Brentwood, NC 27604

• 

  Legacy Flooring LW LLC

  1307 Hodges St Raleigh, NC 27604-1431

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:06/03/2025

  Type:Sales and Advertising 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.

  Had tile flooring installed in kitchen, I missing grout, different color grout in a area, tiles sticking up , trim not cut they used a clipper to cut it , glue on **************** when moving my fridge back in place they had something on their hands which is now on the ********* cant get it off, the glue that they used for the tracks has came out n so on, they were coming out today between 9 to 11 n a no show , when I called she said she called not true , I have no miss calls or a voice mail, she repeated she called more so calling me a Lier NO one calls me a lier

  Business Response

  Date: 06/03/2025

  Hello, I'm very sorry to hear about your experience...especially your experience with the office and lack of phone call.  I'm having a manager contact you shortly, so that we can schedule a resolution for you.  We take these instances very seriously.  Thank you for bringing it to our attention.

• Initial Complaint

  Date:04/03/2025

  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.

  purchased carpet from ***** and they contract with Legacy floors to install.Legacy employees removed and installed carpet all walls were scraped up from carpet.Legacy agreed to buy materials as we told them we would paint to get it done as we were getting hardwood refinished so in a time crunch.we tried touching up paint and it was very noticeable, so we went to Lowes and got materials and painted rooms.Sent legacy receipt and now don't want to pay just want what we had to pay in material which they have receipts. I have pictures

  Business Response

  Date: 04/13/2025

  Thank you for bringing this to our attention. One of our managers will contact you tomorrow, 4/14 to help resolve this concern. Thank you. 

• Initial Complaint

  Date:03/17/2025

  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.

  transaction 2/06/25 installed carpet that was too high. exterior doors will not open and closet door not put back on. Went to Lowes for solution and was told to contact the installers, legacy flooring myself. I've left over 5 messages and no one will call me back.

  Business Response

  Date: 03/17/2025

  Hello! Im sorry to hear that youve been leaving messages that have not been returned. Thats something that we do not take lightly, and we will make sure that you get a call about this. 
  

  In regards to the issue that you are having: Im very sorry that the Lowes store did not inform you of a solution. We do not have control over the height of the carpet, since the customer picks out the carpet and pad. There isnt a way to reduce the height of the installed carpet. However, it sound like you may have to cut the doors to ensure that they can open/close properly, with the new carpet installed. This isnt something that carpet installers would do  
  

  We will have a manager call you to discuss how to take care of this, though. Thanks. 

• Initial Complaint

  Date:03/04/2025

  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.

  Legacy Flooring came to my home to install carpeting. When installers arrived, they refused to pull quarter-round up before installing carpet. This is standard procedure as this company did a carpet install (different installers) for me 2-months previously at my 2nd house. I explained to installers that previous crew had no issue removing and reinstalling quarter-round trimming. Installers again refuse to do this requirement. I told them that I would contact Legacy Flooring for resolution. Receptionist at Legacy Flooring told me they would need more money to complete install. I was forced to hire a 3rd party to remove carpet, padding and quarter- round trimming and reinstall quarter-round trimming after installers put carpet in. This is bad business. I feel Legacy Flooring should give me a partial refund, because they were responsible for removing and disposing of carpet and padding. Installers also cut and removed cable in spare bedroom that was used to provide cable tv, internet and wi-fi throughout my home. I'm not able to arm my security system because of installers negligence. This manner of professionalism is unacceptable.

  Business Response

  Date: 03/05/2025

  Hello,

  Im very sorry to hear about your experience. A manager from our office will be contacting you today to resolve this concern. 

• Initial Complaint

  Date:03/08/2024

  Type:Sales and Advertising 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 purchased carpet from ******, this year. The carpet was to be installed in a 600+ sq ft bonus room over the garage, that we just had finished by a trusted contractor. ****** subcontracted the install to Legacy Flooring. Legacy Flooring sent one guy to carry all that carpet up the stairs, alone. While doing that, the guy tripped, and the carpet dropped down the stairs, and damaged the hallway and kitchen wall. I called immediately to report the incident. I was told to get an estimate from a contractor to repair the wall, which I did. Legacy Flooring countered with a completely ridiculous estimate, as their "final offer". Both Legacy Flooring and ******, stopped communicating with me after I told them that we were too far apart. We are not looking for anything other than having the wall fixed back to the way it was before they damaged it. I'm really quite disappointed since I would expect the home to look better after they leave, rather than worse! Do better Legacy Flooring! If you make a mistake, or an accident occurs, due to your negligence, don't leave your customers hanging by denying them coverage for some damages that you did! That's what insurance is for! Like I've mentioned on phone calls, as well as above, we just want the wall fixed, but if you don't feel like you want to settle this within a reasonable period of time, if at all, we will take other routes. Take care of your customers!

  Business Response

  Date: 03/18/2024

  It is very unfortunate that damage was caused by the installer. Due to the nature and cost of the damage, this has been turned over to the insurance company. The insurance company will be contacting the customer, if they havent already done so, and they will provide an estimate of repairs; as well as reconcile the customers needs. I am in agreement that this is the installers fault, and we believe that the insurance company, on our behalf, will make the customer whole. 

  Customer Answer

  Date: 03/19/2024

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

• Initial Complaint

  Date:11/01/2023

  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.

  Purchased flooring from ****** and ****** contracted them to do the install. It has been a NIGHTMARE to own up too and fix their mistakes. The hallway is not leveled at all. One side is higher than the other side. This was examined twice by the Sight Mgr. (Codi), Store Mgr. (******) and other contractors from the company. It was stated several times the install to this area should not have taken place. In order to fix it they would have remove the flooring in the hallway and portion of the connecting dining room area and they is what they don't want to do. I received NO phone calls indicating this was area to be addressed before putting down the flooring. I spoke with ***** and she stated they will not do any further work to that area. We've paid $7000 job with the intent of getting the living room, dining room, hallway, kitchen and laundry room completed but to no avail. The only completion done is the living room and dining room. ***** stated the installers didn't feel comfortable completing the kitchen and laundry because they can't get it at 100%. We understood and agreed to put it down taking full responsibility of something happens going forward. ***** stated they would not proceed and we will not get any money back for those areas as well. They removed the previous flooring so at this point we are looking at subfloors. They tear up your home and don't care about customer satisfaction. This has been going on for over two weeks now. Shameful.

  Business Response

  Date: 11/01/2023

  Hello.  I'm sorry to hear about your experience.  A manager from our office will be calling you within 24 hours to discuss.

• Initial Complaint

  Date:10/20/2023

  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.

  Poor workmanship by the installer for kitchen backsplash performed on August 14, 2023. Legacy Flooring was contracted as a third party to install the glass tile backsplash purchased from Lowes. The installer did not use caulk, spacers, and enough grout to fill the tile to hide the white netting that attaches each tile together on the back side of the tiles. There was excessive grout used in areas specifically near cabinets. Additionally, the installer took a straight slot s**** driver that belonged to me. The installer did get all the items from Lowes prior to performing the job (I verified this with Lowes - a manager showed me the order) including the caulk and spacers. I contacted the area Legacy management team *************************** and she forwarded the issue to the District Manager *********************. ********************* inspected the job and we have conversed a couple of times and now he has not returned any messages sent to him requesting a status of trying to resolve this matter. The amount paid includes the labor, material that the installer did not use on the installation, and the replacement cost of the s**** driver.

• Initial Complaint

  Date:07/25/2023

  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.

  Lowes hired Legacy flooring to install my floor in my bathroom. I have a toll brothers home. legacy took out the tile in the bathroom, and then didnt know how to install the new floor as it was fake wood which lowes said I could definitely install in a bathroom. The team came out a few times and I even called. management as the installers kept coming out but didnt know how to install it!!! Finally after the legacy team came up with a wrong solution of putting a piece of plywood between the foundation and the new floor, I now have mold growing , a leak to my first floor and a warped bathroom floor!!!! This is just from water coming from the shower after my son gets out. Their team sent someone out to look at the mess and he said they would 100% replace it. Now they are going back on their word and saying its due to my toilet and/or sink leaking and I need to pay a bunch of money for someone to take the sink and toilet out so that Legacy can again tell me they arent responsible. This has now turned into a serious mold problem with extensive damage as the intitial project was less than $1000!!! They need to come and fix the floor and get rid of the mold and fix the foundation too now that it has leaked to the first floor!!!!! ?? During the initial install, l contacted legacy mgmt and their team came back here three times as their installers didnt know how to replace the tile with the wood, since after they took out the tile, there was a gapso they only put a piece of plywood in between the foundation and the wood to make it work and obviously it didnt!!!!!! Now I have a complete mess. Legacy come fix the problem you created and dont expect me to pay hundreds of dollars to take my toilet and sink out so that you can say it isnt your fault again!!!!

  Business Response

  Date: 08/04/2023

  Hello. Im very sorry to hear about your bathroom floor issues. Someone from our management team will be in contact to provide a follow up answer to your complaint. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20368712
  
  I am rejecting this response because I need action (without a cost to me) not promises which ive received before. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/02/2023

  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.

  RE: Complaint - Shoddy Flooring Installation by Lowes Contractor -Legacy Flooring Conflict of Interest by Lowes Employee ************************* Taking Gifts from Customer *********************************************, Date of Installment May 31, 2023 - Bathroom Flooring Dear Sir or Madam;I am a Consumer and a Lowes Customer who is writing this Letter of Complaint. I have spent alot of money to have my bathroom floor installed which was poorly done with the following:(1) Shoddy work with corner paneling not properly cut correctly to fit corners (2) Corner paneling not nailed to fit properly in place;(3) Flooring not fully completed as it was communicated by Lowes that their Contractor will solidify;(4) I paid for the entire bathroom floor to be installed and they installed 80% of the flooring;(5) Corner paneling coming out from the wall; Not properly secured down;(6) *************************, Lowes District Manager took $50.00 in gift cards from Consumer/Customer which is against store Corporate policy as conflict of interest and the Lowes Business Integrity and Ethics. *************************, Lowes District Manager took $50.00 in FREE gift cards from the Consumer for her two ***********. *************************, Lowes District Manager had no right to take the gift cards for herself and children because its against Lowes Ethic Corporate Policy because she has a conflict of interest.

  Business Response

  Date: 07/02/2023

  Hello,

  Im very sorry to hear about the issues with the flooring. We are looking into the project now, and we will have a Director call you tomorrow to discuss a plan to correct the issues with the paneling and concerns around the flooring installation. You will receive a call before the end of the business day tomorrow. 
  

  We are also looking into the complaint against ****** and will address. 
  

  We will make this right for you. Thank you. 

• Initial Complaint

  Date:12/01/2022

  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.

  I purchased carpet and vinyl planks from ***** Home Improvement Store - **** ***** **** ************ ******* ***** and paid for installation services which were provided by Legacy Flooring. The cost surpassed $10,000. This was purchased on 10/8
  The carpet installation was on 10/21. The vinyl flooring was installed on 10/27-28. I called and had email communications on 10/31 about the hole in my sons carpet.
  
  After all of the work was “completed” I noticed a “hole” in my sons carpet. I discovered it
  after the vinyl was installed.
  The carpet people came to my house on 11/28, the moment they pulled the carpet up they noticed it was cut by the machine they used to install the floor and the “chunk” which was cut was left under the carpet. {This was explained to *** on the phone by the carpet installers}. As a result of them pulling up the carpet, I learned the flooring people glued the carpet down instead of stretching it and tacking it down on a tack strip - correct way. This was explained on the phone conversation with *** by the carpet installers. I found glue on my daughter’s carpet and on my master bedroom door carpet, as well. As a result, the glue tore up the transitions between the floor and the carpet. I learned last night when the carpet is glued it messes up the carpet.
  
  The resolution provided by *** *** ***** (Managers):
  (1) Tape the carpet that was cut
  (2) Cut the glued parts off the carpet and then stretch the carpet to make it fit
  
  This is NOT acceptable.
  I did not pay for repaired carpet, I paid over $10,000 for a job to be done professionally and with brand new materials. They admitted their fault but are unwilling to replace the carpet with new carpet. They want to repair it with tape and cut the ends off of the damaged carpet which they glued.
  
  As I spoke to ***** and *** today (11/30) they hung up on me.
  
  I am asking for the carpet to be replaced because the installers damaged it.
  I just paid for brand new carpet, not damaged carpet.

  Business Response

  Date: 12/01/2022

  I'm sorry to hear about the issues with the carpet installation.  Please allow me to look into this for you, and one of our managers will be calling you today with a resolution.  Thank you.